How a car insurance claim works, step by step
Short answer
Tell your insurer straight away and do not start repairs until it says so. Report to the police if the car is stolen, someone is hurt or another party is involved. The insurer's surveyor inspects the car, and the claim is settled cashless at a network garage or by reimbursement. Keep your policy and RC copy ready.
What should I do first after an accident or theft?
- Make sure everyone is safe. Get medical help if anyone is hurt.
- Tell your insurer straight away. Use the claim number or helpline on your policy.
- Do not move a badly damaged car or start repairs until the insurer says so.
- Take photographs of the damage, the place and any other vehicle involved.
- File a police report where it is needed. That means theft, and wherever the insurer asks for one, such as an accident involving injury or another party.
Cashless or reimbursement: what is the difference?
At one of the insurer's network garages, the insurer can pay the garage directly, and you pay only what the policy does not cover, such as the deductible. That is a cashless claim. At any other garage you pay the bill yourself and claim it back with the bills and receipts. Ask the insurer which garages are on its network before you choose.
What happens at the survey?
The insurer appoints a surveyor who inspects the damage and assesses the loss. The repair is then agreed, and the claim is settled as per your policy terms. For theft or a car that cannot be repaired the process differs, and the insurer will tell you what it needs.
Which documents are usually needed?
IRDAI's motor insurance handbook lists what is generally required. Read your own policy for the full list:
- A duly filled claim form.
- A copy of the car's registration certificate (RC).
- The original estimate of the loss, and for reimbursement the original repair invoice and the payment receipt.
- For a cashless claim, the repair invoice, and an FIR if one is required.
- For theft, the car's keys and a non-traceable certificate.
Will a claim affect my no claim bonus?
Yes. If you make a claim on the own-damage part of your policy, the no claim bonus is lost for the next policy period. That is why a small repair can be worth paying for yourself. Ask the insurer, or us, to work it out before you file. Our no claim bonus guide explains how the bonus works.
What if the claim is delayed or rejected?
Ask the insurer for its reasons and raise a complaint with its grievance team first. If you are not satisfied with the reply, IRDAI runs the Bima Bharosa grievance system, which lets you escalate a complaint about an insurer, and there is also the Insurance Ombudsman for disputes. IRDAI's site has the current process and contacts. How an insurer decides a claim is up to the insurer, as per your policy terms.
Questions about car insurance claims
Do I need to call the police for every accident?
Not always. A police report is needed for theft, and wherever the insurer requires one, for example when someone is injured or another party is involved. Ask your insurer what it needs for your kind of claim.
Can I take my car to any garage?
Yes, but cashless treatment works only at the insurer's network garages. At any other garage you pay first and claim the money back.
How long does a claim take?
IRDAI sets maximum turnaround times for insurers at each stage, such as the survey report and the settlement. The current limits are published on IRDAI's website. How long yours takes depends on the damage and the documents you provide.
Can Radiant Group help with my claim?
Yes. Call us when it happens. We tell you what the insurer will need, help you file the claim, and follow it up until it is settled. The decision itself is the insurer's.
Sources
- Handbook on Motor Insurance, Insurance Regulatory and Development Authority of India
- Motor insurance, IRDAI policyholder pages
Cover, exclusions and claim conditions are as per each insurer's policy wording. This guide is general information.
Related services
More guides
- What happens to your no claim bonus when you sell or change your carWhat happens to your car insurance no claim bonus (NCB) when you sell your car, buy a new one or switch insurer, and how you can lose it.
- Third-party or comprehensive car insurance: which one, and whyThird-party or comprehensive car insurance in India: what each pays for, what IDV and deductible mean, and how to compare two quotes properly.
Talk to an advisor in Jodhpur
This guide is general information. For your own car, loan or policy, send one message on WhatsApp with what you need and you will get an answer from an advisor, not a call centre.