Auto Insurance Claims Process

Guiding you through your auto claim.

Whether it's a fender bender or a total loss, accidents can be stressful - but the claims process doesn't have to be.

Immediately After the Accident:
Accidents can vary in severity. Sometimes it's a pebble that cracks your windshield, sometimes it's a collision. Here are some guidelines on what to do after an accident:
  • Remain calm, if another driver is involved don't argue with them
  • Move your vehicle out of harm's way
  • Make sure everyone is ok and call 911 if necessary
  • If someone else is involved, exchange information, including:
    • Name, address and contact information
    • License number
    • Insurance information
    • Witness information
Reporting the Claim:
You can report a claim in a number of different ways - online, over the phone, or with your mobile device. But no matter how you report it there will be some information we'll need to know:
  • Your information (name, address and which vehicle was involved)
  • If you weren't driving - the name and address of the person who was
  • A basic description of what happened
  • Severity of the damage
  • Estimated time / location of the incident
  • Information of anyone else involved (other drivers, witnesses, etc) is also helpful.
+Sign Up for SMS/Text Alerts-Sign Up for SMS/Text AlertsSign Up for SMS/Text Alerts
Sign up for SMS/text message alerts to receive notifications on the status of your claim. Receive text messages on your phone when you first report your claim and when a payment has been sent. Log in to eService to sign up for SMS/text message alerts.1

+ Appraisals and Repairs- Appraisals and Repairs Appraisals and Repairs
The next step is to bring your car in for an inspection and repair. You can choose any one of these types of facilities.
  • Guaranteed Repair Network2 - shops are held to the same high standards that Liberty Mutual holds itself to. By being a part of the Guaranteed Repair Network, each facility asserts its dedication to providing the highest-quality repairs and excellent customer service. Because of that, Liberty Mutual will 100% guarantee the repairs for as long as you own the vehicle. You can log in and search for a Guaranteed Repair Network shop and schedule an appointment. At participating facilities you can also keep track of the repair status online to see if work on your vehicle has been completed yet. Other benefits include receiving priority status to get you back on the road as quickly as possible, direct payments for repairs and Rental Car Reimbursement3 if you've added rental coverage to your policy.
  • Liberty Mutual Express EstimateTM4 - If your vehicle has only suffered minor damages, the Liberty Mutual Express Estimate app is a convenient way to get your damage reviewed. Download the app to your phone, upload photos of the damage, and a Liberty Mutual estimate will be sent to you within one business day. It's that easy. Afterwards, you can take the estimate to any repair shop you want to complete the covered repairs.

    Download the Express Estimate app at:
    Express Estimate for apple or Express Estimate for android.
  • Your Selected Repair Shop - Already have a repair shop you trust? You are free to bring your car to any shop you choose. Simply schedule an appointment with the shop, let us know, and we'll work with them directly to review an estimate and make a payment.
  • Liberty Mutual Drive In - In select locations, bring your car to a Liberty Mutual facility where a friendly Liberty Mutual staff member can inspect your car and provide you with an estimate. Then you can choose where to get it repaired.

+Payment of Your Claim-Payment of Your ClaimPayment of Your Claim
How your claim is paid will depend on if you lease or financed your vehicle and what type of claim it is.

In most cases, we recommend that you allow us to pay the repair shop directly. Most repair shops will release your car sooner if they know the payment is coming from an insurance company. Please note, Liberty Mutual will pay the shop the repair cost less your policy deductible. You are responsible for your deductible and should bring that payment with you to pay to the shop directly.

You can log in to track your payment, or call us at
1-800-2CLAIMS (1-800-225-2467) .
1 Message and data rates may apply.

2 The property damage must be covered by your policy. Guaranteed Repair Network not available in Rhode Island or Massachusetts. In Massachusetts we offer you our Superior Service Program, which is similar to the Guaranteed Repair Network, however, the estimate is completed by a Liberty Mutual appraiser. For more information, speak with your Liberty Mutual Claims Representative.

3 When you choose to have your car repaired at a Liberty Mutual approved repair facility we will pay your rental costs for as long as it takes to fix your car. Subject to daily limit not available in New York.

4 Express Estimate is not available in all states. Other eligibility rules apply. Please contact your insurance representative for additional details.
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