Auto Insurance Claims

First Steps

First, call us as soon as possible to report your claim at (800) 332-3226.

Our customer care professionals are ready to answer your questions and guide you through the claims process 24 hours a day, seven days a week.

Resources

Explore the topics below for advice on what to do next in the event of an accident.

• I've been in an accident—what now?
• What about the damage to my vehicle?
• How do I get my vehicle damage inspected?
• How does payment for damages work?
• Personal items were stolen from my vehicle
• My vehicle might be a total loss
• My vehicle was stolen
• My vehicle has glass and/or windshield damage
• My vehicle had to be towed

To learn more, read our Auto Claims FAQ brochure [PDF].

I've been in an accident—what now?

The first thing to do is to call us to report your claim at (800) 332-3226. It is helpful if you can tell us:

• When the accident occurred
• Where the accident occurred (be as specific as possible)
• How the accident happened
• What kind of vehicle or vehicles were involved (including the year, make, and model)
• A description of the damage on each vehicle
• The names and contact information of those involved in the accident
• The extent of any injuries of those involved in the accident
• The names and contact information of anyone who witnessed the accident
• If the police were contacted, which department responded and the report number

For accident checklists and more, download the Accident Guide [PDF] and keep it in your glove compartment.

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What happens after I report my claim?

A claims representative will contact you within eight business hours to discuss what happens next, what your insurance policy covers, and answer any questions you may have.

How long will it take to handle my claim?

Every claim is different. We will work with you and the repair facility you choose to ensure your claim is handled as quickly as possible.

If the damage is less than my deductible, do I need to report a claim?

It is a good idea to report a claim even if you think the cost of your damages is lower than your deductible. Here's why:

• Even if the damage appears to be minor, the cost of repairs may be more than you expect
• If you have coverage for damage to your auto, we can help you estimate how much it will cost to repair your vehicle, and this estimate can be helpful when working with your repair facility
• If another driver or another person was involved in the accident, reporting the accident allows us to investigate what happened while the event is still fresh in your mind. A timely investigation can help us protect your interests if the other people involved claim that you're responsible for their damages or injuries.

What about the damage to my vehicle?

If you purchased coverage for damage to your auto, and your vehicle was damaged, we will inspect your vehicle and write an estimate of repair.

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How do I get my vehicle damage inspected?

You have a number of options, including but not limited to:

• A Safeco Drive-In facility. If your vehicle is drivable, we can schedule an appointment for you at one of our conveniently located drive-in facilities. A Safeco claims representative will meet with you, inspect your vehicle, and write an estimate to repair the damage. With numerous locations and flexible hours, this can often be completed as soon as the next day. Our President's Guarantee™ covers this service.
• PACE (Premier Auto Claims Experience) participating collision repair facility. PACE is a partnership program between Safeco and selected collision repair facilities. If you choose to have your vehicle repaired at a PACE facility, the repair shop can handle both your damage estimate and repairs. Our President's Guarantee™ covers this service.
• Benefits of using a Safeco Approved PACE Shop
  • Convenience – with over 1,300 inspected and approved shops nationwide, both the estimate and repair will be completed at a location close to you.
  • Price – your work will be completed at pre-negotiated rates.
  • Quality repairs – the shops have been inspected by Safeco and meet or exceed industry standards.
  • President’s Guarantee – your repairs are guaranteed for as long as you own the vehicle.
• A Safeco representative can come to you. If you are unable to drive your car to a Safeco Drive-In or PACE facility, a claims representative can inspect your vehicle at your home, workplace, or a repair facility.

What is the President's Guarantee™?

We're committed to making repair work on your auto hassle-free and as exceptional as our coverage. Our President's Guarantee ensures that all repairs completed through one of our Direct Repair Programs, Drive-In Facilities, or Glass Networks will meet industry professional standards. If they don't, we will do what it takes to remedy the situation, and we'll also pay reasonable rental car expenses during the time the repairs are being remedied. This guarantee applies as long as you own the vehicle. It is not transferable.

Our guarantee does not cover any other expense for loss of use of your vehicle, or any liability to you or others for bodily injury or property damage.

For windshield claims where the glass is repaired, if the repair fails (requiring the replacement of your windshield), this guarantee applies, subject to the deductible stated in your policy.

Where can I have my vehicle repaired?

After you have your repair estimate, the choice of where to repair your vehicle is up to you.

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What do I do after I receive my Safeco estimate?

Make an appointment with the repair facility of your choice and present a copy of our estimate in advance so they can order any necessary parts.

If you are uncertain about which repair facility to select, your claims representative can help. Our representatives work with many repair facilities in the area. They can provide the names of reputable facilities that can satisfactorily complete the repairs. Remember, the choice of repair facilities is yours.

The repair facility will schedule your repairs and order any necessary parts. It is a good idea to confirm that the facility has received the parts before dropping off your vehicle.

We recommend making your appointment early in the week to avoid unnecessary delays.

What if additional damage is found?

If the repair facility finds additional damage related to the claim, they will contact your claims representative to update the estimate.

We will make any additional approved payments directly to the repair facility.

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What if I need a rental vehicle while my vehicle is in the shop?

Safeco policyholders:
If your policy includes rental coverage, we can arrange to provide a temporary vehicle for a reasonable time while repairs are being completed. Rental coverage can vary by state and the specific coverage you purchased.

Your policy defines how much you can spend per day for your rental vehicle. It also sets a limit on the total amount we may pay to reimburse your rental expenses for a single occurrence or accident.

If you rent a car that costs more per day than your daily rental limit allows, or if you exceed your total rental car limit, you are responsible for the additional costs.

Rental vehicles can be delivered to the repair facility when you bring your vehicle in for scheduled repairs.

Contact your claims representative at (800) 332-3226 for information on your rental coverage, or to set up a rental.

Customers not insured by Safeco:
We may provide transportation if we accept liability on behalf of our insured. If you are unsure of the liability decision, contact your claims representative at (800) 332-3226 to discuss your claim.

The rental authorization begins the day repairs are scheduled to start. Before this happens, Safeco must approve the written estimate. In addition, the shop should have the required repair parts, and you should have a scheduled drop-off date, preferably early in the week. If the vehicle is not drivable, please take the Safeco estimate to the body shop as soon as possible.

Your claims representative will discuss the type of vehicle you can rent. We include applicable sales tax.

Rental vehicles can be delivered to the repair facility when you bring your vehicle in for scheduled repairs.

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Do I need to purchase insurance to cover the rental vehicle?

Safeco policyholders:
Generally, your Safeco Auto policy covers damage to the rental vehicle, minus any applicable deductible.

The purchase of a loss-damage waiver is at your own expense. It typically costs between $10 and $15 per day.

Customers not insured by Safeco:
In most states, insurance and loss-damage waivers are your responsibility. Discuss this with your claims representative to find out how this is handled in your state.

Am I responsible for rental car costs?

In most states, fueling charges, insurance, loss-damage waivers, and fees for underage drivers (typically, drivers under 25) are your responsibility. Talk to your claims representative to determine how this is handled in your state.

What should I do when my vehicle is ready?

In most cases, you will receive direct payment for the initial estimate of damages. From that point, it is your responsibility to pay the repair shop for the initial repairs. You are also responsible for any deductible you owe or any cost for repairs that are not related to your Safeco claim.

We recommend that you thoroughly inspect your vehicle when you pick it up. Be sure you are satisfied with the repairs.

If you have any concerns about the repairs, relay them to the repair facility. If you are not satisfied with the repair facility's response, contact your claims representative.

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How does payment for my damages work?

If you are a Safeco policyholder and carry coverage for damage to your auto, Safeco will pay for the portion of the repairs that your insurance covers, less your applicable deductible, after inspecting the vehicle and estimating damages. We can provide a check directly to you, or to you and your lien holder if you have a loan or lease on your vehicle.

What is a deductible?

A deductible is the amount of acovered loss that you agree to pay when you purchase your policy. Once we have verified your coverage and the cost of repairs, Safeco will issue you a check to cover the amount over your deductible.

For example if the cost to repair the damage to your vehicle is $1,000 and you have a $500 deductible, you would need to pay $500 of the $1,000 to repair your vehicle.

How do I pay my deductible?

You should pay your repair facility after they complete repairs and you are satisfied with the work.

Personal items were stolen from my vehicle

Are these items covered?
Generally, auto policies have limited coverage for personal belongings. Talk to your claimsrepresentative about what's specifically covered under your policy.

However, many homeowners or renters insurance policies do cover personal items you have with you or in your car. If you have a homeowners or renters policy with Safeco, ask your claims representative if your policy covers your personal items.

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My vehicle might be a total loss

What is a total loss?
A total loss is when it is not economical to repair an automobile.

If my car is a total loss, how will you value my vehicle?
We work with an independent company to value vehicles based on the model, mileage, condition, and options in your local market area.

If my car is a total loss, what happens?
The claims representative who inspects your vehicle will verify your vehicle's options, mileage, and condition with you.

It is a good idea to remove your personal items from your vehicle as soon as possible, and leave the keys in the vehicle.

We will request permission to move your vehicle to a free storage location.

A claims examiner from our total-loss unit will contact you in approximately three business days of the vehicle inspection to settle the claim.

It is a good idea to have your loan information and/or title ready for this discussion, as it will help expedite your claim.

At the time of settlement, we will request loan information or a copy of the title. If you have a loan on the vehicle, you will need to continue making your monthly payments until the lender advises otherwise.

Who will the claim check be made payable to?
Whenever the owner has a lien on a car, we will issue the initial payment directly to the lien holder. The balanceowed, if any, will be paid once we receive the title and any other state-required paperwork.

What if there is no lien holder?
We will pay any balance due to the person who holds title to the vehicle, provided there is coverage under the policy. We require proof of ownership on total-loss vehicles prior to issuing payment.

What happens if I owe more on my loan than the vehicle is worth?
If you owe your lien holder more than the value of the vehicle, the entire payment for the vehicle will go to your lien holder. You will be responsible for any remaining balance and will need to make arrangements with your lien holder regarding the remaining balance.

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What if I need a rental while I find a replacement vehicle?

Safeco policyholders:
Rental coverage can vary by state and the specific coverage you purchased. If your policy includes rental coverage, we can arrange to provide a temporary vehicle for a reasonable time period (within the limit of the coverage).

We typically provide three days of additional rental once we discuss the total-loss value. Your total-loss examiner will discuss reasonable rentalbased on the circumstances of your claim.

Customer not insured by Safeco:
If you are not insured by Safeco, we may provide transportation if we accept liability on behalf of our insured.

My vehicle was stolen

What should I do?
You should first notify the police and file a report. Next, report your claim to Safeco at (800) 332-3226.

What information will I need to report my claim?
It is helpful if you can tell us:

• When and where you last saw your vehicle (date, time, and location)
• The year, make, and model
• The police department where the report was filed
• The police report number
• Your contact information

What happens after I report the claim?
A claims representative will contact you within eight business hours to discuss what happens next, what your insurance policy covers, and answer any questions you may have.

If you recover your vehicle, let us know right away. If your vehicle is damaged, we will inspect it and write an estimate to repair the damages. If there is extensive damage, it may be a total loss. For more information, see "What if my vehicle is a total loss?"

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My vehicle has glass and/or windshield damage

What should I do?
Call Safeco at (800) 332-3226 as soon as possible. We're available 24 hours a day, seven days a week.

Once we've verified your coverage, a Safeco Glass Service representative will arrange for the repair or replacement of the glass at the location of your choice.

If your windshield damage can be repaired instead of replaced, you will not pay a deductible so the repair is free to you. You can always use a shop outside of Safeco Glass Service to have your glass repaired or replaced though the same benefits may not apply.

Find out more about the Safeco Glass Service or submit a glass claim online with Safelite, the Safeco Glass Service preferred provider.

My vehicle had to be towed

What should I do?
If your vehicle had to be towed because of an accident, the cost of the tow is generally covered if you purchased coverage for damage to your auto.

If your vehicle had to be towed because of a mechanical breakdown, the cost of the tow is generally covered if you purchased towing and labor coverage.

Call Safeco at (800) 332-3226. A customer care professional is available to take your call and answer your questions 24 hours a day, seven days a week.

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