If you have never had to file an auto insurance claim before, the process can feel confusing and even a little intimidating. Insurance companies have their own jargon, their own timelines, and their own procedures. But the truth is, the claims process is fairly straightforward once you understand how it works. And knowing what to expect puts you in a much stronger position to make sure you get a fair outcome.
We have worked alongside every major insurance company for over 50 years at Bob Rohrman Collision Repair Center in Lafayette, Indiana. Here is what you need to know.
Understanding the Basics: Types of Coverage
Before diving into the claims process, it helps to understand the types of coverage that may apply after an accident.
Collision Coverage
This covers damage to your vehicle resulting from a collision with another vehicle or object, regardless of who is at fault. If you hit a deer, back into a pole, or are rear-ended at a stoplight, collision coverage pays for your vehicle repairs minus your deductible.
Comprehensive Coverage
Comprehensive covers non-collision damage such as theft, vandalism, hail, flooding, falling objects, and animal strikes. If a tree branch falls on your car during a storm, this is the coverage that applies.
Liability Coverage
If you are at fault in an accident, your liability coverage pays for the other driver's vehicle repairs and medical expenses. Indiana law requires all drivers to carry minimum liability coverage, but the minimum amounts often are not enough to fully cover a serious accident.
Uninsured/Underinsured Motorist Coverage
This protects you if you are hit by a driver who has no insurance or insufficient coverage to pay for your damages. It is not required in Indiana, but it is strongly recommended.
Step-by-Step: How the Claims Process Works
1. Report the Accident to Your Insurer
Contact your insurance company as soon as possible after an accident. Most insurers have 24-hour claims hotlines or mobile apps that let you start a claim right away. You will need to provide basic information about the accident, including the date, time, location, what happened, and the other driver's information.
Your insurer will assign a claim number that you will use for all future communications about this incident.
2. A Claims Adjuster Reviews Your Case
The insurance company will assign a claims adjuster to your case. The adjuster's job is to investigate the accident and determine how much the insurance company should pay. They may contact you for a recorded statement, review the police report, and arrange for an inspection of your vehicle's damage.
There are two types of adjusters to be aware of:
- Company adjusters work directly for your insurance company
- Independent adjusters are contracted by the insurance company and may handle claims for multiple insurers
3. Getting Your Vehicle Inspected and Estimated
The adjuster will need to see the damage to your vehicle. This can happen in several ways: the adjuster may come to you, you may be asked to take your vehicle to a drive-in claims center, or the adjuster may accept photos of the damage.
Here is something important to know: you do not have to wait for the adjuster to get your own estimate. Many drivers bring their vehicle to a trusted collision repair shop first. At Bob Rohrman Collision Repair Center, we make this even easier with our 24/7 online photo estimate tool. You can submit photos any time and get a professional estimate without waiting for the insurance process to catch up.
4. Understanding Your Deductible
Your deductible is the amount you pay out of pocket before your insurance coverage kicks in. For example, if your repairs cost $4,000 and your deductible is $500, your insurance company will pay $3,500 and you will pay $500.
If the other driver was at fault, their liability insurance should cover your repairs in full, meaning you may not have to pay a deductible at all. However, many drivers choose to file through their own collision coverage first to speed things up, and their insurer will then pursue reimbursement from the at-fault driver's insurer through a process called subrogation. If subrogation is successful, you will be reimbursed for your deductible.
5. Choosing Your Repair Shop
This is one of the most important things to understand about the insurance claims process: you have the right to choose your own repair shop. Your insurance company may have a list of "preferred" or "direct repair" shops, and they may suggest or even pressure you to use one of these shops. But in Indiana, the choice is yours.
Insurance company preferred shops are not necessarily better. In many cases, these shops have agreements with insurers to use certain parts or complete repairs within certain cost constraints. An independent, certified shop like Bob Rohrman Collision Repair Center focuses solely on restoring your vehicle to pre-accident condition using the best parts and procedures available.
6. Supplements: When Repairs Cost More Than Expected
Here is something most people do not know: the initial estimate almost never covers the full cost of repairs. Once a technician starts disassembling your vehicle, they frequently discover hidden damage that was not visible during the initial inspection. This is completely normal.
When this happens, the repair shop submits a "supplement" to your insurance company requesting additional payment for the newly discovered damage. A reputable shop handles this process for you and communicates directly with your adjuster. At Bob Rohrman, we manage the supplement process daily and work to ensure every bit of damage is documented and covered.
7. Rental Car Coverage
If your policy includes rental car coverage, your insurer will pay for a rental vehicle while your car is being repaired. There is usually a daily dollar limit and a maximum number of days. Make sure you understand your coverage limits before picking up a rental so you are not surprised by unexpected charges.
8. Repairs Are Completed
Once the insurance company approves the estimate and any supplements, repairs begin. A qualified collision repair center will restore your vehicle to its pre-accident condition using manufacturer-approved repair procedures. At Bob Rohrman Collision Repair Center, we are I-CAR Gold Class certified, which means our technicians meet the highest industry training standards. We are also Acura-Honda ProFirst certified for Honda and Acura vehicles.
9. Final Inspection and Payment
When repairs are complete, the shop may conduct a final quality check. The insurance company pays the shop directly for the covered amount, and you pay your deductible when you pick up your vehicle.
Common Insurance Claim Mistakes to Avoid
- Waiting too long to file — Report the accident promptly. Delays can raise red flags with your insurer.
- Accepting the first offer without question — If the insurance company's estimate seems low, get a second opinion from a certified repair shop.
- Not documenting everything — Photos, receipts, and written records are your best protection throughout the process.
- Letting the insurer choose your shop — Exercise your right to pick a shop you trust.
- Ignoring hidden damage — Make sure your shop conducts a thorough teardown inspection and submits supplements as needed.
- Settling too quickly on a total loss — If your car is declared a total loss, research its actual market value. You can negotiate if the offer is too low.
Your Rights as a Policyholder in Indiana
Indiana law provides several protections for policyholders during the claims process. You have the right to choose your own repair facility. You have the right to use original equipment manufacturer (OEM) parts. And your insurer is required to process your claim in a timely manner. If you feel your claim is being unfairly handled, you can file a complaint with the Indiana Department of Insurance.
We Make the Insurance Process Easier
At Bob Rohrman Collision Repair Center, we work with all insurance companies and handle the paperwork, supplement negotiations, and communication so you can focus on getting your life back to normal. Our team has decades of experience navigating the claims process, and we will advocate for you every step of the way.
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Need a repair estimate for your insurance claim? Serving Lafayette, West Lafayette, and all of Tippecanoe County, Indiana. Submit free photos online 24/7 or book an in-person appointment. Call us at (765) 448-1100. We are located at 3400 National Drive, Lafayette, IN 47905.