Auto Claims Process in Depth

Every auto claim filed moves through five milestones each with the support of a claims professional.

Five Auto Claim Milestones

1. Assignment

When you report your auto claim to Farmers® – whether online, to your agent, or by calling Claim Services – it is assigned to a claims representative who is supported by a team of claims specialists.

2. Initial Contact

Your claims representative will contact you if any additional information is needed to complete your claim.  You can always contact your claims representative if you have questions throughout the process.

3. Evaluation

Your claims representative will determine whether your loss is covered and gather all relevant information about your damage or injury.  The investigation typically includes studying documentation, interviewing witnesses or other involved individuals, obtaining photos, and estimating your vehicle damages, if necessary.

It is our goal to evaluate your policy coverage, determine the amount of damage and pay your claim as quickly as possible.  If we can’t, we’ll explain why.  We also stand ready to re-evaluate your vehicle damages – if needed – and provide supplemental payment if you, a vendor or repair facility later identifies additional damages that are covered by your policy.

4. Resolution

We’ll work with you to resolve your claim fairly.  In many cases, a claims representative can issue a payment as soon as the estimate for repairs is complete.  If your claim is complex, it may take a bit longer.

Payment for medical bills associated with your auto claim will be made according to your policy coverage and your state’s laws.

If you have any questions about your claim payment, please do not hesitate to contact your claims representative. And remember – cashing a check does not waive any rights you have under the terms of your policy.

If your damages are not covered by your policy, in part or in whole, we will provide a letter explaining why and identifying the portion of your policy that applies to the coverage denial.

5. Claim Closed

When we resolve your claim according to the terms of your policy, we close the claim.  If we determined that another party is responsible for your damages, Farmers will seek reimbursement from the responsible party including your deductible.  The recovery process, known as subrogation, varies greatly, ranging from 45 days to a year and longer in some cases.

You can always contact your Claim Representative if questions arise after the closure. We stand ready to provide service. 

Your Car Repair Estimate

To help you fully understand an auto loss estimate, your claims representative is available to answer any questions and walk you through the document. The first page includes our contact information and your claim number – a unique identifier with which we can quickly locate your information. We organize estimates for covered costs by area, with individual line items for every repair or replacement needed to return your car to its pre-loss condition. An overview on the estimate’s summary page lists each of these line items.

Remember that the estimate you receive from your claims representative is just that: an estimate. A number of factors may contribute to differences between our estimate and the estimate prepared by your repair facility. If you encounter a disparity, simply contact your claims representative, who will probably request a copy of the repair facility’s estimate for review. He or she will discuss the differences with the repair facility and resolve the issue.


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