Claims FAQs

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The reason you have insurance is to help cover expenses in the event of a claim. We respect that you need your car, and it's inconvenient if it's in the shop for repairs. At Acceptance, we are committed to settling your claim as quickly as possible.

Claims FAQs

How do I file a claim?

You can file a claim online or by calling our dedicated Claims Reporting Line at 1.800.779.2103. If you are not an Acceptance customer and would like to file a claim with us please call 1.800.779.2103.

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What happens after my claim has been filed?

A claim representative will work with you to:

  • Review and assess available coverages
  • Determine who is at fault for the accident, if applicable
  • Estimate damage to vehicles, property and injuries
  • Bring your claim to conclusion as quickly as possible

Please take a look at some of the additional FAQs below for answers to commonly asked questions.

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How do I obtain a Claims Representative?

We'll assign your claim to an expert in your state laws and regulations. Call our dedicated Claims Reporting Line at 1.800.779.2103 if you need assistance.

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Do I need to file a police report for damage or theft?

Yes, it is always a good idea to file a police report to document the circumstances.

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Do I need to file a state Motor Vehicle Accident Report?

Only if it's required by your state. Call 1.800.779.2103  or ask your local Agent if you need to.

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If the other person is at fault, why do I have to file a claim with Acceptance, too?

Typically, we can help you settle the claim with the other insurance company. It's part of the value we offer when you choose Acceptance. We'll handle the responsibility of settling your claim so you can get back on the road faster. Plus, if you are sued, we may hire a lawyer to represent your interests.

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How long will it take to process my claim?

Every claim is different. Acceptance will handle your claim as quickly as possible, given all of the variables. You can do your part by contacting us immediately and providing timely information. Ask your Claims Representative what to expect once you get the process started.

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How can I check the status of my claim?

Call your Claims Representative for status updates or call our dedicated Claims Reporting Line at 1.800.779.2103.

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What's a Deductible?

A deductible is the out-of-pocket money you pay before your insurance coverage begins. It's typically $250 to $1,000 per claim. For example, if the covered claim is $2,500 and your deductible is $500, you pay $500. Acceptance pays the remaining $2,000.

To reduce your monthly payment, choose a higher deductible.

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I was not at fault for the accident. Will I have to pay my deductible?

As a general rule, yes. However, we'll try to get the full amount of your deductible back from the person at fault.

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My damages are probably not more than my deductible. Why do I need to file a claim?

Until we inspect your vehicle and estimate damages, we can't tell you if repairs are less than your deductible. If you do have damages, our inspection and repair options include workmanship guarantees. You'll know that you're getting the best value for your money. Plus, if you're involved in a lawsuit due to the accident, we can help you resolve it.

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If my car needs repairs, how will you pay for them?

If you've chosen Comprehensive and Collision coverage, we'll estimate damages. Then, after you pay your deductible (directly to the repair company), Acceptance will cover the rest.

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Do I need two estimates to determine how much it will cost to repair my car after an accident?

Probably not. If you have Comprehensive and Collision coverage, we can inspect your vehicle and provide an estimate. If you prefer, you can take your vehicle to an authorized Acceptance repair shop; no estimate will be required. Preferred Partners

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Where do I go to get my car inspected?

If you can drive or tow your car to a secure location (such as your house or office), we'll send an appraiser to meet you at your convenience.

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Where can I have my car repaired?

After you have your repair estimate, you can get more value if you choose one of our Preferred Partners. If you prefer, you may also select your own repair shop.

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What do I do after I receive my repair estimate?

First, choose a place to have your repairs made. It might be your local dealership, collision repair shop, or any other option you prefer. Then, make an appointment and provide a copy of your estimate so parts can be ordered in advance. If you need a referral, ask your claims representative.

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What if additional damage is found?

The repair company will contact the person who originally inspected your car. Together, they'll update the estimate and send it to Acceptance for review. If the damage is not related to the accident, you can choose whether or not to pay for it directly.

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I need a rental car while my car is being repaired. Will you pay for it?

If you purchased Rental Reimbursement Coverage, yes. Acceptance will reimburse your expenses up to the amount shown in your policy declarations. Hertz® is our Preferred Partner, and will take care of the arrangements for you.

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What is a Total Loss?

A total-loss car would cost more to repair than its current value. If you have Comprehensive and Collision coverage, we'll send the lien holder (you, your bank, or your dealership) the settlement amount, minus your deductible.

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My car is totaled. Now what?

First, remove your personal items as soon as possible. Leave your key with the car. Acceptance will get your permission to move it to a free storage facility.  If it has been impounded, fees can add up quickly, so we take action as soon as possible. Locate your loan paperwork (if any) or your title (if available) so we can process your claim as fast as possible. NOTE:If you do have an auto loan, you must continue to make payments on your car until your claim is settled.

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If my car is totaled, how do you determine the vehicle value? 

We use local and national information to determine the market value for your car. We consider the condition, mileage, and other factors, as well.

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What if I owe more on my car loan than my car is worth?

In this case, we'll send the entire payment to your lender. You will be responsible for paying any extra money that's due. Please contact your lender directly to discuss the details.

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What is a Lien Holder?

Basically, a lien holder owns the loan on your car and your title. If you are making payments or leasing a car, a bank or dealership is probably your lien holder. Why should you know who has the title to your car? As a general rule, our settlement payments are made to that person.

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Who will receive the check for my totaled car?

If you're still paying off your car, we'll send a check to the lien holder, typically your bank or dealership. If you have the title to your car, we will send you a check after we receive your title. We will provide a title search, too.

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I think there has been fraud involving my policy. What should I do?

To help protect you from fraud, we employ special investigative units nationwide to help identify and control claims that may involve fraud. Even if you're not sure, please contact our Fraud Department at 1.800.321.0899, ext. 32534.

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How do I know if I'm being sued due to an accident? If I think I am, what should I do?

You'll receive an official notification called a "Summons" or a "Complaint" if someone is suing you. It is important to immediately contact your Claims Representative and send copies of these documents to your representative. (Keep the original documents.)

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My stolen vehicle was recovered. What should I do?

If the police find your car, they'll tell you where it's located. Ask for a copy of the police report that includes their description of any damage. Then, contact the Acceptance dedicated Claims Line at 1.800.779.2103 as soon as possible so we can start processing your claim.

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How long will it take to get my deductible reimbursed?

If your deductible is reimbursable, it may be part of your entire settlement from the person who caused the accident. Sometimes an attorney or collection agency is required, which can take longer.

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Will my claim be covered?

There is no simple answer to this very important question. Lots of factors are used to determine coverage on a case-by-case basis.

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