Most popular insurance claims questions
How to file an insurance claim
You may file your claim online, 24/7, and you just need the basic details to begin your claim. That includes:
- Your username and password
- Approximate date of the incident
- The basic details of what happened
How long does an insurance claim take?
The claims process – and how long it may take – varies based on the type of claim and the severity of damage. Once you've filed, a Liberty Mutual Claims Representative will review the incident details and get back to you within 1-2 business days.
You can also get updates and manage any next steps — including document uploads, repair scheduling, etc. — in your online account. You can also track your claim’s progress online for real-time updates without picking up the phone.
More frequently asked claims questions
Under your state's Motor Vehicle Code, you may have a responsibility to file an accident report with the state. In some states, the failure to timely file an accident report may result in a penalty. We recommend that you check with your state's motor vehicle department for your obligations under the law. Many motor vehicle departments have websites with instructions and forms.
California customers only
In CA you are required to file an SR-1 any time you are in an accident which results in any injuries or if there is property damage to either party exceeding $1,000 as a result of the accident. This is regardless of fault.
The Department of Motor Vehicles requires the form to be completed and sent to them within 10 days of the accident. This form can be picked up at any local DMV office or downloaded at their website: www.dmv.ca.gov/forms/forms.htm. From the Forms Main Page choose the Accident Involvement link under General Use. If you have any questions related to filling out this form, please contact the DMV directly at 1-800-777-0133. For the hearing impaired, the TTY number is 1-800-368-4327. The address for the Department of Motor Vehicles is:
Department of Motor Vehicles Financial Responsibility Mail Stations J237 Sacramento, CA 94284-0001
Tennessee customers only
In TN, as set forth under the provisions of 55-12-104, T.C.A., you must file, or have filed in your behalf, a personal report with the Department of Safety and Homeland Security, if you were involved in an automobile crash as an owner or driver involving death or injury, or in which damage to property was in excess of one thousand five hundred dollars ($1,500) to any person involved OR if an accident results in damage to state or local government property in excess of four hundred dollars ($400). This report is required regardless of who was at fault and in addition to any report filed by an investigating officer.
Failure to file a personal crash report with the Tennessee Department of Safety and Homeland Security may result in the suspension of driver license and registrations or nonresident operating privileges of any person involved in a crash.
Your report must be submitted to the Department within twenty (20) days from the crash. You can satisfy this requirement by completing the reverse side of this from and mailing it to the Tennessee Department of Safety and Homeland Security, P.O. Box 945, Nashville, TN 37202. If you have any questions, please call toll-free 1-866-903-7357 or the Telecommunications Device for the Deaf 1-615-532-2281.
Your Claims Representative will contact you, and any other parties involved, to collect all the information we need to resolve your claim. In some instances, we may ask for your recorded statement to capture the details of the incident.
A Total Loss Adjuster will contact you to explain how we determine the value of your vehicle. Once we determine the value, the Total Loss Adjuster will provide you with a detailed explanation of our evaluation.
A 'total loss' means the damage to your vehicle is more than your vehicle is worth. If your vehicle is a total loss, a Total Loss Adjuster will contact you and provide you with a detailed explanation of our evaluation.
There are several factors that determine if your vehicle is a total loss, including:
- Severity of damage
- Vehicle age
- Vehicle condition
- Market value of vehicle before the accident
- Salvage value of the damaged vehicle
- Some states have laws dictating how total losses must be calculated.
Your Claims Representative or the Guaranteed Repair Network shop you have chosen will write an estimate for your damages. If your damage review has not already been scheduled, please contact your Claims Representative as soon as possible.
It is a partnership program between Liberty Mutual and selected collision repair facilities that meet or exceed stringent industry standards. Using a Guaranteed Repair Network shop where available in your area provides the following benefits:
- Convenience: With more than 2,000 shops nationwide, both the estimate and repair will be completed at a location near you.
- Price: Repairs will be completed at negotiated rates so there are no surprises.
- Quality: All Guaranteed Repair Network shops have been inspected and approved by Liberty Mutual and meet or exceed industry standards.
- Guaranteed: Your repairs are guaranteed for as long as you own the vehicle.
We follow vehicle manufacturer and industry guidelines when deciding to repair or replace a damaged part. Typically, vehicle parts are handled by the repair shop in one of three ways:
- Remove and Install: The shop removes an undamaged part during repairs, sets it aside, and then reinstalls it during reassembly.
- Repair: The shop retains the original damaged part and fixes it. The repair work can usually be completed in less time without any compromise to your vehicle's integrity.
- Remove and Replace: The shop removes a damaged part that can't be repaired according to industry standards and replaces it. The decision to repair or replace a part can also depend on variables such as fit, finish, durability, and functionality. In all cases, you can rest assured that your vehicle will be returned to its pre-accident condition.
Parts adjacent to damaged parts or susceptible to impact often need to be repaired or painted, although their damage may be less obvious to the naked eye. For example, even a low -speed collision can cause body panels to shift, twist, or kink. For this reason, repair shops take a holistic approach to making your vehicle look and drive just like it did before the accident-and that may require repair to parts that have been indirectly impacted.
At Liberty Mutual, we’re committed to repairing your vehicle with quality replacement parts, when applicable. These parts are made by a company other than the vehicle’s manufacturer. Any quality replacement sheet metal parts we include in the estimate are certified as Quality Replacement Parts by an industry certification organization. These organizations set standards for quality replacement parts to assure their quality is like the original equipment manufacturer.
The decision to repair is yours. If you choose not to repair, we'll issue payment to you, minus any applicable deductible. If you lease your vehicle or make a monthly payment to a financial institution, check first with the leasing company or lienholder. They may require that you repair the vehicle.
Have your vehicle moved to a storage facility or repair shop of your choice and notify us of their information. Also, please let us know if your vehicle is in a location that is charging storage fees. Do not authorize repairs until we've had a chance to review the damage to your vehicle and determine coverage and estimated repair costs.
If you're uncertain about which repair facility to select, please contact your Claims Representative for assistance. Remember, the choice of repair shops is yours. The shop will schedule your repairs and/or any necessary parts. Please confirm that the shop has received the parts before dropping off your vehicle for repairs.
Liberty Mutual will issue a check for the repair costs minus any applicable deductible. If you have a lienholder on your vehicle, we will issue the payment to you and your repair shop of choice. If you have not selected a shop, we will issue payment to you and your lienholder.
If you choose a Guaranteed Repair Network shop, we will send the payment for repairs directly to that shop. You are responsible for any applicable deductible or any cost of repairs that are not related to your claim. These payments should be made directly to the shop.
We recommend that you thoroughly inspect your vehicle when you pick it up to make sure you're satisfied with the repairs. If you have any concerns about the repairs, tell the repair shop first. Then, if you're not satisfied with their response, contact your Claims Representative.
If the repair shop finds additional or hidden damage, or writes a higher estimate, they should contact your Claims Representative. If necessary, Liberty Mutual will work with your shop to make sure the estimate is updated. Any additional approved payments will be issued directly to the shop.
Your rental policy has a daily and maximum limit. It's your responsibility to pay any costs that exceed these limits. You're also responsible for paying for the following:
- Any expenses that are incurred after your repairs are complete
- Fueling charges
- Loss damage waivers (additional rental vehicle insurance)
- Insurance or fees charged for underage drivers (typically, drivers younger than 25)
The rental company may require a deposit by credit card or cash. Please contact the rental company directly to discuss these options.
Your rental will end following a reasonable time period after we've notified you of the value of your vehicle, or when your overall rental limit is exhausted, whichever comes first. As a result, our payment will also be limited to that period of time reasonably required to repair or replace the vehicle. This same information also applies if your vehicle was stolen and not recovered.
Your rental begins the day repairs are scheduled to start and after the parts are received by the repair shop. We recommend that you schedule repairs early in the week to avoid delays. The rental period does not include unnecessary delays, such as:
- Vehicle owner fails to notify us of the vehicle recovery location in a timely manner.
- Vehicle owner fails to release the vehicle from a tow yard in a timely manner.
- Vehicle owner does not authorize the shop to start repairs.
- Repair shop fails to secure the necessary parts ahead of time when the vehicle is safe to drive.
- Repair shop delays the completion of the repairs or release of the vehicle when the repairs have been completed.
Follow these steps if they are applicable to your situation:
- If your vehicle is safe to drive, don't leave it for repairs until the parts have been delivered to the shop.
- If your vehicle is not drivable or is not safe to drive, make sure it is taken to a repair shop that can start the repairs immediately. Of course, you can use any shop you choose.
- Schedule repairs early in the week to avoid delays.
- Make sure your estimate is written and approved by Liberty Mutual.
Check with the repair shop frequently to make sure the repairs related to your claim will be completed promptly. If additional time is needed, please notify your Claims Representative to review your rental needs.
Notify your Claims Representative. They may ask you for a receipt or some other proof of purchase.
For Personal Lines only
There are three levels of collision insurance offered in Michigan, known as Limited, Standard, and Broad. Any payment issued and application of deductible depends on the collision coverage level you purchased and whether you are at fault for the accident.
For Personal Lines only
“Mini Tort” is unique to Michigan. It is a process by which parties involved in an accident may recover certain damages that are not otherwise covered by insurance, limited to $1000/claim, against the “other” party. If applicable your adjuster will explain what if any expenses you may be able to recover and how you can do that.
Peril is the type of incident that you might file a claim for (fire, hail, theft, flat tire, etc.)
This is the front page of your policy, which includes a summary of important information. Named insured, addresses, limits, etc.