Auto Insurance Claim Questions & Answers

The following questions and answers are designed to help you make informed decisions and effectively navigate the claim process.

Will my rates increase if I file a claim?

If you file a claim and we make a payment, it is very likely that your premium will increase. While it is difficult to determine exactly how much your rate increase will be, our average auto premium increase as a result of claim activity is 35% if you are found to have caused the accident. In all other situations, including comprehensive claims, the average premium increase is typically 15%.  

I was in an accident. Since the other person hit me, that means they are liable/at fault, correct?

Every accident is different and the facts and circumstances have to be reviewed, no matter who you believe is at fault. Your Travelers Claim professional will review the facts of the accident and discuss the question of fault with you.

For example, if your parked vehicle is hit by another party or your vehicle is at a complete stop and you are rear-ended, you will most likely not be found at fault.

If the other person is at fault, will I have to pay anything out of pocket?

There's always a possibility that you will have out-of-pocket expenses. If you file your claim with Travelers, you will likely be required to pay your deductible. Regardless of who you file with, there may also be out-of-pocket expenses related to a number of items, including rental vehicle upgrades (e.g., a standard vehicle vs. SUV) and your preference for vehicle parts, if different from the estimate.

Should I file my claim with Travelers or the other driver's insurance company?

You can choose to file your claim with either insurance company. For more information, visit our page about filing a claim against another driver.

What does Travelers need to know if I file the claim with another insurance company?

We do not need anything from you at this time.

What is a deductible? Also, do I have to pay a deductible? Do I have to pay the deductible up front?

A deductible is the fixed dollar amount that is your responsibility as the policyholder. For example, if you chose a deductible of $1,000, you will be required to pay that amount towards the repair of the damages, or that amount will be deducted from your payment if your vehicle is damaged beyond repair.

Generally, you can pay your deductible to your repair facility when you pick up your car. Not all repair facilities take all forms of payment, so check with them before you pick up your vehicle. If you need further information, log into MyTravelers to view your policy.

To learn more about choosing a deductible for your policy, visit our Car Insurance Deductibles page.

I have both Comprehensive and Collision deductibles. Which one is applicable?

The types of coverage you have in your policy determines which deductible may apply.

Comprehensive Coverage helps pay for damages to your vehicle that are not caused by a collision. Examples include theft, vandalism, glass-only damage, hitting a deer or other animal, storms and certain natural disasters. Collision Coverage helps pay for damage to your vehicle if it hits another car or object, is hit by another car or rolls over. For more information about your specific coverage and deductibles, please log into MyTravelers to view your policy.

What if the amount of my damages is less than my deductible?

Generally, you are responsible for any payment that is less than your deductible. For more information about deductibles and how they work, click here.

Is there a deductible when there is only damage to the other person's vehicle?

Generally, deductibles only apply to your vehicle if you are the insured, not to a third party's vehicle damage. We also have some information online that explains deductibles.

Do I have roadside assistance coverage in my policy?

You can log into MyTravelers to learn more about your policy coverages. If you need immediate help you can call us for assistance, even if you do not have Roadside Assistance Coverage, at 800-252-4633, option 3.

Learn more about Roadside Assistance Coverage.

Do I have glass coverage?

Generally, your auto glass is covered by your Comprehensive Coverage. For answers to frequently asked questions, visit our Auto Glass & Windshield Repairs page. For specific information regarding your policy, including whether you have Comprehensive Coverage, log into MyTravelers.

How long do I have to file a claim?

If you plan to file a claim, you should do so now. If you are unsure if you should file a claim, some things to think about include:

  • Were there any injuries?
  • Are you possibly responsible for damaging someone else’s property?
  • Are the damages above your deductible?

If so, we encourage you to report your claim as soon as possible. Please remember that you should protect your car from further damage.

What type of information do you ask for when I report a claim?

This is the type of information we'll typically ask for when you call to report your claim:

  • Photos of the damage
  • Your contact information
  • The name and contact information of any other involved parties
  • Policy information, if available
  • The type of loss you are reporting (auto, home, etc.)
  • The date the incident occurred
  • A description of what happened
  • A description of any injuries

If you are ready to file a claim, click here to get started.

Can I get an estimate before filing the claim?

Yes you can obtain an estimate before filing a claim. Once you have your estimate and if you are wondering if your estimate is above your deductible, please log into MyTravelers to compare your deductible to your estimate.

What is the claim process and how long will it take?

For information about the auto claim process, click here.

Will someone be coming out to inspect my vehicle?

There are a variety of ways that we can assess your damages, including an on-site inspection of your vehicle. Depending on the type of damage, your Travelers Claim professional may need to schedule an on-site inspection.

Do I need to be there when you inspect my vehicle?

When you are contacted by your Travelers Claim professional you can discuss whether an inspection is necessary and if so, whether you need to be present. If an inspection is needed, we will make every effort to schedule it at a time that is convenient for you.

Do I have to fix my vehicle?

While you’re not required to repair the damage to your vehicle after an accident, it is recommended. There may be hidden damage that can affect the safety and operation of your vehicle. Unrepaired damage will also likely affect the value of your vehicle in the future.

If your vehicle is leased or financed, you should speak to the loan/lease company before making the decision not to repair your vehicle.

Can I get a rental car for a mechanical breakdown?

No. Your policy does not cover mechanical breakdown.

Should I call the police after an accident?

This is entirely up to you. We would recommend that you call the police if there are any injuries or significant vehicle damage. Also, if an accident was caused by a driver who left the scene without stopping, you should call the police.

I've just been in an accident, can I get a tow?

In order to arrange for a tow through us, you will need to file a claim by calling 800.252.4633.

Does Travelers offer Accident Forgiveness?

Yes, we do. Learn more about Accident Forgiveness.

If I file a claim for damage to my covered auto and it is either withdrawn or closed without a payment, will I lose my Decreasing Deductible credits?

No, any Decreasing Deductible credits earned are only reduced when they are used for a comprehensive or collision claim. These credits must be used when Travelers makes a payment for damage to your vehicle.  If you file a claim and withdraw it, the credits will remain available for a subsequent loss.

How are Decreasing Deductible credits earned?

Decreasing Deductible credits are earned as follows:

The initial Decreasing Deductible credit amount is:

  1. $50 for a policy with a six month term; or
  2. $100 for a policy with a one year term.

At each renewal, the Decreasing Deductible credit amount increases, up to a maximum amount of $500, as follows:

  1. $50 upon each renewal or continuation for a policy with a six month term; or
  2. $100 upon each renewal for a policy with a one year term.

Click to learn more about Decreasing Deductible.

Do I have to use my earned Decreasing Deductible credit when I have a claim?

Yes, if we pay a claim and you have a Decreasing Deductible credit, it must be used for that claim.