What to Expect After Filing Your Auto Claim

Auto Claim Process. If you're a Travelers policyholder who's been in an incident, contact us ASAP. You may decide not to file a claim. If you do file, we’ll determine coverage. Loss will be estimated. Payment depends on facts of your claim & coverages that apply, including assessment of deductible.

If you’re insured with Travelers, here’s what you can expect after filing your auto claim.

1. Your Claim professional will contact you to discuss your claim

Once you’ve filed a claim, your Claim professional will contact you to discuss the facts, your applicable coverages and next steps.

Your Claim professional may also suggest you register for MyTravelers®, an online customer portal which will allow you to communicate with your Claim team through secure messaging, view claim status, see payment details and share documents.

2. Have your vehicle damages assessed

Next, a Claim professional will let you know the best way to have your vehicle damages appraised¹. You’ll also be able to discuss rental coverage, if applicable.

Appraisal methods may include our Direct Repair Program², which offers you access to a large network of auto repair facilities that can appraise and repair your vehicle if you qualify. Virtual inspection, when appropriate, allows us to inspect your vehicle without the need for you to wait for an appraiser to assess the car on site. When you discuss the appraisal with your Claim professional, they’ll let you know which method is available for you¹.

3. Have your vehicle repaired

After damage has been assessed, the next step is to have your vehicle repaired. If needed, your Claim professional will be able to provide repair shop recommendations¹. You can also find a service provider online. If you already have a repair shop, you’ll need to provide them with the Travelers reviewed estimate. Your chosen repair facility and your Travelers Claim professional will work together while your car is being repaired.

If additional damages are found after repairs have begun, the shop will make note of additional damage and contact your Claim professional before repairing any damage not included in your estimate. If your vehicle is not repairable, a Travelers Claim professional will work with you to resolve your total loss claim once the appraisal is completed.

4. Your insurance proceeds

Generally, if the loss is covered by your policy, and depending on whether you have your vehicle repaired, Travelers can pay the repair shop, you or, in the event of a total loss, your loan/lease company. Typically, we’ll subtract your deductible from the payment, which you need to pay to the repair shop.

You may also be eligible for ePay, which allows money to be deposited directly into your bank or PayPal account.

5. If someone has been injured in your auto accident

Please make sure your Claim professional knows if you or anyone one else was injured in the accident.

For injury claims in New Jersey, we are required to inform you about the New Jersey Decision Point Review/Certification Plan. Please refer to the New Jersey Decision Point Information.

Still have questions? Contact your Travelers Claim professional.

^{1 Customers have the right to choose where their vehicle will be appraised (depending on state) and/or repaired and are under no obligations to use a repair facility in our network.}

^{2 Not available in every state.}