What to Expect After Reporting a Motor Vehicle Accident Claim

By Traci Barber, Vice President – Customer Service

A quick guide to the reporting process, claims assignment, and next steps.

When a motor vehicle accident occurs, timely reporting helps ensure the claim can be reviewed, assigned, and handled as efficiently as possible. Reporting the accident within 24 to 48 hours allows the claims team to gather important details early, confirm coverage, and begin communicating with the parties involved.

How to Report a Claim
Motor vehicle accident claims may be reported through several channels. You may contact your broker, call customer service, or submit the information by email. Using any of these methods helps start the claim process and allows the team to begin collecting the details needed for review.

Information You Should Be Prepared to Provide
When reporting the claim, be ready to provide key information about the accident. This typically includes your contact information, such as email address and phone number; the date of loss; a description of the facts of the loss; the vehicle involved, including the VIN; claimant information, including phone number, email address, insurance information, and any reported injuries; property damage details or photos; witness information; whether the vehicle is drivable; and the current location of the vehicle.

What Happens After the Claim Is Assigned
Once the claim is assigned, the insured should receive a call within 24 hours of assignment. The adjuster will review the claim for coverage and will contact the insured to confirm the facts of the loss. The claimant will also be contacted as part of the investigation.

The claim will be reviewed internally, and next steps will be discussed with the insured. If repairs are needed, the adjuster can help address repair options at a secure facility. The team will also assess liability to determine potential coverage for the claimant.

Who to Contact with Questions
Any calls from claimants should be directed to PLM. If you have questions about your claim, please reach out to the assigned adjuster directly. Customer service can also help address general questions or direct you to the appropriate contact.

Claim Timeline
The average timeline for completing a claim can range from one week to 30 days, depending on the vehicle, the extent of the damage, and the complexity of the claim. If subrogation is involved, meaning PLM is seeking compensation from another carrier, the process may take longer and can extend the time needed for claim closure.

Prompt reporting, complete information, and clear communication all help support a smoother claims experience from start to finish.