How do I file a claim?

Call our dedicated claims specialists at 800.779.2103 or file a claim online.

What happens after a claim has been filed?

You’ll be assigned a dedicated claims specialist who is an expert in your state laws and insurance regulations. They will start by asking about what happened – who was involved, what damage has been done, and whether someone else may be responsible. When another driver is at fault, you may be entitled to compensation through their insurance If another insurer isn’t going to cover your losses, they’ll talk you through your policy – reviewing the damage that’s been done and the extent of your coverage. If your car has been damaged, and you’ve got a smartphone or similar device, we’ll send you a link to our claims app – this allows you to take pictures of your vehicle and get the process going without waiting for an appraiser. When injuries or other property damage is involved, your dedicated claims specialist will coordinate the reporting and review of all the facts. Your claims specialist will explain what will happen next, including any additional help we need from you, including reporting to state agencies or authorities where required by law. We know that resolving a claim quickly is critical – but it is also sometimes a complex process. With dedicated claims specialists that take responsibility for your claim you can be sure you’ll get answers, and a resolution, as soon as possible.

Do I need to file a police report for damage or theft?

When you have been involved in an auto accident with another party: Yes. When your personal property has been damaged or stolen: Yes. When your car has been stolen: Yes. When the actions of another driver cause damage to your vehicle, even if you don’t contact that vehicle: Yes. File a police report to document the circumstances; for example, if an unsafe driver caused you to swerve and hit a guard rail. When your car has been damaged while driving, but no one else was involved – Yes – even if no one is injured, you may need police documentation in the case of a property damage claim. When your car has been damaged by a storm, tree branch, or other act of nature: No.

If other person is at fault, why do I have to file a claim with First Acceptance too?

Call First Acceptance. We take care of you, even if someone else is at fault. We’ll assign a dedicated claims specialist who can do a lot of the work for you and will help you get back on the road.

How long will it take to process my claims?

While every claim is different, our approach is always the same. We take care of you by assigning a dedicated claims specialist who knows the questions to ask and the steps to take. They will keep you up to date with the status of your claim, what you need to do next, and help you understand the process.

How can I check the status of my claims?

You have 2 ways to get the status of your claim. By phone: Call your dedicated claims specialist at 800.779.2103 By Email: Send your name and policy number to Existingclaims@firstacceptance.com .

What is a deductible?

A deductible is the money you pay before your insurance coverage begins, usually between $250-$1000 per claim. So, if your car needs $2500 of work and your deductible is $500, First Acceptance will pay $2,000 and you will pay $500. To get the lowest monthly rate, a lot of people choose policies with higher deductibles – which can sometimes be a shock. We recommend talking through your budget and needs with an agent to make the right choice for you.

I was not at fault for the accident. Will I have to pay my deductible?

Your dedicated claims specialist will have an answer for your specific situation, but you should expect to pay the deductible at least initially. Your claims specialist will then work to make sure you get paid back from the insurance company or person at fault.

My damages are probably not more than my deductible. Why do I need to file a claim?

Some damage can only be revealed by a professional inspection, and not all fixes are equal. When you file a claim, your dedicated claims specialist will help you get a professional inspection and authorized repairs backed by reliable guarantees, keeping you safe in the long run. And if you get sued, we’ll be there to help.

If my car need repairs, how will you pay for them?

If you have Comprehensive and Collision coverage your dedicated claims specialist will help you get a fast, accurate estimate and will work with any auto repair shop you prefer. You’ll pay your deductible directly to the shop and we’ll cover the rest.

Where do I go to get my car inspected?

If your car is in a safe spot, like a driveway or parking spot, we can send an appraiser to you at your convenience.

Where can I have my car repaired?

You can select any shop you prefer.

What do I do after I receive my repair estimates?

With your estimate in hand, you can feel free to bring your car to any repair shop you prefer.

What if additional damage is found while my car is being repaired?

Your repair shop should reach out to your appraiser if they find anything not listed in the original estimate. If they don’t, call your dedicated claims specialist. The shop and your appraiser will work together to determine if the damage is related to the claim, and we will review their findings. If it is related, you’ll be covered. If not, you’ll have the choice to pay for that repair directly.

I need a rental car while my car is being repaired. Do I have to pay for it?

No – if you opted for Rental Reimbursement coverage when you bought your policy or you have Towbusters roadside assistance coverage. Your dedicated claims specialist or First Acceptance agent can tell you if your policy includes Rental Reimbursement coverage and connect you to the Hertz® concierge in your local office. If you don’t have Rental Reimbursement coverage, you will pay for a rental directly – but be sure to consult with our Hertz concierge for competitive rates.

What is a Total Loss?

We declare a ‘total loss’ if it costs more to repair a vehicle than it is worth. If you have Comprehensive and Collision coverage, and your vehicle is declared a total loss, we send the settlement payment, minus the deductible, directly to the car’s owner (or lienholder if the vehicle is financed through a bank or dealership.)

My car is totaled. Now what?

Call First Acceptance as soon as you can. Get your personal items out of the vehicle if you can. Don’t stop making payments on your car until your claim is settled. Your dedicated claims specialist will help with what’s next. They can help get your car out of impound, if needed. Then they’ll make sure it gets to a free storage facility. Gather your loan paperwork and title for your claims specialist so they can get started resolving your claim.

If my car is totaled, how do you determine the vehicle value?

We use your vehicle’s age, condition, mileage, and comparable vehicle values in your market and nationwide to determine the value of your car.

What if I owe more on my car loan than my car is worth?

Any settlement we offer is sent to the owner or lien holder, and the difference would be your responsibility. Some lenders require you to have gap insurance, so you may not have to do anything. Please contact your lender directly to discuss the details.

What is a Lien Holder?

If you are making payments or leasing a car, a bank or dealership is probably your lien holder. They hold the legal title to your car and technically own it, so any payments for a total loss go to that bank or dealership.

Who will receive the check for my totaled car?

If you're still paying off your car, we'll send a check to the lien holder, typically your bank or dealership. If you have the title to your car, we will send you a check after we receive your title.

I think there has been fraud involving my policy. What should I do?

Please contact our Fraud Department at 800.321.0899 , ext. 32534. It is always best to report your suspicions – our special investigative units may use your information to better identify and help stop fraud, which keeps costs down for you.

How do I know if I'm being sued due to an accident? If I think I am being sued, what should I do?

Your dedicated claims specialist will help you – but you don’t need to call Acceptance until you get a ‘complaint’ or ‘summons’ from a court – usually delivered by certified mail or in person. You’ll send copies (keep your originals) to your claims specialist so they can do their part.

My stolen vehicle was recovered. What should I do?

Ask for a copy of the police report that includes their description of any damage. Then, contact the First Acceptance dedicated Claims Line at 800.779.2103 as soon as possible so we can start processing your claim.

How long will it take to get my deductible reimbursed?

Deductible reimbursement usually is due when someone else is found to be at fault for an accident. And while your dedicated claims specialist will do all they can to resolve your claim swiftly, it can be hard to compel payments from individuals or other insurers – sometimes involving lawyers and collections agents.

Learn About Our Claims Process | First Acceptance Insurance

How We Take Care Of Your Claim, And You

We know that in the best circumstances having to make an insurance claim is unexpected – and often scary. One call will get your claims process started. If you’re making an auto insurance claim:

We’ll send you a link to our new smartphone app.
You’ll follow the prompts to photograph the damage.
You won’t have to wait for an adjustor to arrive – your photos will be sent right to an expert in our claims department.

No More Wondering What’s Next

Your dedicated claim specialist will follow up to:

Confirm your claim has been received.
Connect you to our Hertz Concierge if you need access to a rental car.
Check to see if you have any additional benefits.
Set clear expectations and ask if you have any more questions.

Keeping Our Promise

A claim is where your insurance pays off, literally. As part of our promise, we will:

Make sure you get what you paid for – as fast as we can make it. Sometimes other companies get involved – but your dedicated claims representative will help you through that, too.
Communicate with you actively to coordinate a resolution.
Make sure you understand what’s happening and why.

If you have more questions about the claims process, call 800.779.2103 or Your friendly neighborhood First Acceptance agent is always happy to talk you through your policy.

Claims

How We Take Care Of Your Claim, And You

No More Wondering What’s Next

Keeping Our Promise

Ready to File Your Claim?

Claims FAQs