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, and who is supported by a team of claims specialists.

2. Initial Contact

Your claims representative will make contact to explain how your claim will be handled and to:

  • Obtain initial information about your loss.
  • Discuss your Auto policy coverage and any applicable endorsements
  • Suggest some ways to prevent further damage, such as covering a car’s damaged roof or broken window with a tarp. Important note: You are responsible for maintaining and protecting your damaged property. You must take appropriate action to prevent further damage until you have it repaired.
  • Schedule an in-person appointment, if one is needed to adjust your claim.

3. Evaluation

After talking with you, the 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, taking photos and samples, and conducting a physical inspection of your vehicle, if necessary.

It is our goal to evaluate your policy coverage, determine the amount of damage and pay you during our first visit. If we can’t, we’ll explain why. We also stand ready to re-inspect your vehicle – if needed – and provide supplemental payment if you, a vendor or a 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 will issue a payment based on the estimate for repairs at the end of the initial inspection. 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. 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 will 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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Coverage up to $150 per incident (see your agent in TX, VA and NC for program limits). If cost of service exceeds your program limit, you may submit reasonable and necessary towing and labor invoice for reimbursement. Not available with all Companies and in all areas. Sign and Drive coverage is extended to Farmers policyholders only. If you are a Bristol West policyholder, please see your agent or broker for coverage details.

Services are provided by and/or through Cross Country Motor Club, Inc., except Alaska, California, Hawaii, Oregon, Wisconsin and Wyoming where services are provided by and/or through Cross Country Motor Club of California, Inc. Thousand Oaks, CA 91360.