Auto claims process

Under your state's Motor Vehicle Code, you may have a responsibility to file an accident report with the state. In some states, the failure to timely file an accident report may result in a penalty. We recommend you check with your state's motor vehicle department for your obligations under the law. Many motor vehicle departments have websites with instructions and forms.

California customers only
In CA you must file an SR-1 any time you are in an accident which results in any injuries or if there is property damage to either party exceeding $1,000 as a result of the accident. This is regardless of fault.

The Department of Motor Vehicles requires the form to be completed and sent to them within 10 days of the accident. You can pick up this form at any local DMV office or download it on their website: https://www.dmv.ca.gov/portal/forms/. From the Forms Main Page, choose the Accident Involvement link under General Use. If you have any questions related to filling out this form, please contact the DMV at 1-800-777-0133. For the hearing impaired, the TTY number is 1-800-368-4327. The address for the Department of Motor Vehicles is:

Department of Motor Vehicles
Financial Responsibility
Mail Station J237
Sacremento, CA 94284-0001

The State of New York requires you to complete and return the MV-104 form to the Department of Motor Vehicles (DMV). Please refer to the form for details on how to complete it. The DMV will return any form that isn't completed in its entirety. If a claim related to this accident is made against you, we will need this form to defend you. You can find this form here: https://dmv.ny.gov/forms/mv104.pdf.

Important: Failure to file this form within 10 days could result in the suspension of your license, your registration, or both. Whenever you file a physical damage claim under your auto insurance policy, the State of New York requires a Certificate of Automobile Repair to verify that authorized repairs are complete. The State requires that the Certificate of Automobile Repair form be completed and signed by both you and a representative of the repair shop after the repairs are completed. The Certificate of Automobile Repair is not an authorization to repair your vehicle, nor is it confirmation that your Liberty Mutual policy extends coverage for the damages sustained in this accident.

In TN, as set forth under the provisions of 55-12-104, T.C.A., you must file, or have filed in your behalf, a personal report with the Department of Safety and Homeland Security, if you were involved in an automobile crash as an owner or driver involving death or injury, or in which damage to property was in excess of one thousand five hundred dollars ($1,500) to any person involved OR if an accident results in damage to state or local government property in excess of four hundred dollars ($400). This report is required regardless of who was at fault and in addition to any report filed by an investigating officer.

Failure to file a personal crash report with the Tennessee Department of Safety and Homeland Security may result in the suspension of driver license and registrations or nonresident operating privileges of any person involved in a crash.

Your report must be submitted to the Department within 20 days from the crash. You can satisfy this requirement by completing the reverse side of this form and mailing it to the
Tennessee Department of Safety and Homeland Security
P.O. Box 945
Nashville, TN 37202.

If you have any questions, please call toll-free 1-866-903-7357 or the Telecommunications Device for the Deaf 1-615-532-2281.

Your claims representative will contact you, and any other parties involved, to collect all the information we need to resolve your claim. In some cases, we may ask for your recorded statement to capture the details of the incident.

A claims adjuster will contact you to explain how we determine the value of your vehicle. Once we determine the value, the total loss adjuster will provide you with a detailed explanation of our evaluation.

A 'total loss' means the damage to your vehicle is more than your vehicle is worth. If your vehicle is a total loss, a claims adjuster will contact you and provide you with a detailed explanation of our evaluation.

There are several factors that determine if your vehicle is a total loss, including:

• Severity of damage
• Vehicle age
• Vehicle condition
• Market value of vehicle before the accident
• Salvage value of the damaged vehicle
• Some states have laws dictating how total losses must be calculated.

Your claims representative or the Guaranteed Repair Network shop you have chosen will write an estimate for your damages. If your damage review hasn't already been scheduled, please contact your claims representative as soon as possible.

It is a partnership program between Liberty Mutual and selected collision repair facilities that meet or exceed stringent industry standards. Using a Guaranteed Repair Network shop where available in your area provides the following benefits:

• Convenience: With more than 2,000 shops nationwide, both the estimate and repair will be completed at a location near you.
• Price: Repairs will be completed at negotiated rates so there are no surprises.
• Quality: All Guaranteed Repair Network shops have been inspected and approved by Liberty Mutual and meet or exceed industry standards.
• Guaranteed:

Please note that the choice of repair shops is always yours, and you are under no obligation to use a recommended repair service. The amount for repairs, as determined by a Guaranteed Repair Network shop, will be payable to you whether or not you use their services. Liberty Mutual has no financial interest in any of our Guaranteed Repair Network shops.

For New Hampshire policyholders
New Hampshire Insurance Code 407-D:3-a states:
New Hampshire requires OEM parts for vehicles that have been in service for less than 2 years and have fewer than 30,000 miles on them. In addition, OEM parts are required if a vehicle is leased, and the lease specifies that the use of aftermarkets parts will cause a diminution of the residual value of the vehicle. If you have a leased vehicle, please review your lease and let us know if the lease has an OEM parts requirement.

We follow vehicle manufacturer and industry guidelines when deciding to repair or replace a damaged part. Typically, vehicle parts are handled by the repair shop in 1 of 3 ways:

• Remove and install: The shop removes an undamaged part during repairs, sets it aside, and then reinstalls it during reassembly.
• Repair: The shop retains the original damaged part and fixes it. The repair work can usually be completed in less time without any compromise to your vehicle's integrity.
• Remove and replace: The shop removes a damaged part that can't be repaired according to industry standards and replaces it. The decision to repair or replace a part can also depend on variables such as fit, finish, durability, and functionality. You can rest assured that your vehicle will be returned to its pre-accident condition.

Parts adjacent to damaged parts or susceptible to impact often need to be repaired or painted, although their damage may be less obvious to the naked eye. For example, even a low-speed collision can cause body panels to shift, twist, or kink. For this reason, repair shops take a holistic approach to making your vehicle look and drive just like it did before the accident-and that may require repair to parts that have been impacted.

Liberty Mutual is committed to repairing your vehicle with quality replacement parts, when it's needed. These parts are made by a company other than the vehicle's manufacturer. Any quality replacement sheet metal parts we include in the estimate are certified as Quality Replacement Parts by an industry certification organization. These organizations set standards for quality replacement parts to ensure their quality is like the original equipment.

The decision to repair it is yours. If you choose not to repair, we'll issue payment to you, minus any applicable deductible. If you lease your vehicle or make a monthly payment to a financial institution, check first with the leasing company or lienholder. They may require you to repair the vehicle.

If you can't drive your vehicle, have it moved to a storage facility or repair shop of your choice. Once it's moved, tell us of the shop or facility's information. Also, please tell us if your vehicle is in a location with storage fees. Don't authorize repairs until we've had a chance to review the damage to your vehicle. We need to determine your coverage and estimated repair costs before repairs are made.

If you're uncertain about which repair facility to use, please contact your claims representative for help. Remember, the choice of repair shops is always yours. The shop will schedule your repairs and replace any necessary parts.

We'll send a check for the repair costs minus any applicable deductible. If you have a lienholder on your vehicle, we will send the payment to you and your repair shop of choice. If you haven't selected a shop, we will issue payment to you and your lienholder.

If you choose one of the Guaranteed Repair Network shops, we will send the payment for repairs to them. You are responsible for any applicable deductible, or any cost of repairs not related to your claim. These payments should be made to the shop.

We recommend you inspect your vehicle when you pick it up to make sure you're satisfied with the repairs. If you have any concerns about the repairs, tell the repair shop first. Then, if you're not satisfied with their response, contact your claims representative.

If the repair shop finds more or hidden damage, or writes a higher estimate, they will need to contact your claims representative. If necessary, we will work with your shop to make sure the estimate is updated. Any additional approved payments will be issued to the shop.

Your rental policy has a daily and maximum limit. It's your responsibility to pay any costs if they exceed these limits. You're also responsible for:

• Any expenses incurred after your repairs are complete
• Fueling charges
• Loss damage waivers (additional rental vehicle insurance)
• Insurance or fees charged for underage drivers (typically, drivers younger than 25)

Please note the choice of rental companies is always yours and you are under no obligation to use a recommended rental agency.

The rental company may require a deposit by credit card or cash. Please contact the rental company to discuss these options.

Your rental period will end following a reasonable period after we've notified you of the value of your vehicle, or when your rental limit is exhausted, whichever comes first. As a result, our payment will also be limited to the time required to repair or replace the vehicle. This same information applies if your vehicle was stolen and not recovered.

It depends on how long it takes to repair your vehicle. If you've rented a vehicle while your vehicle is being repaired, we recommend:

• If your vehicle is safe to drive, don't leave it for repairs until the parts have been delivered to the shop.
• If your vehicle isn't drivable or isn't safe to drive, make sure it is taken to a repair shop to start the repairs immediately. Of course, you can use any shop you choose.
• Schedule repairs early in the week to avoid delays.
• Make sure your estimate is written and approved by Liberty Mutual.

Your rental begins the day repairs are scheduled to start and after the parts are received by the repair shop. We recommend scheduling repairs early in the week to avoid delays. The rental period doesn't include unnecessary delays, such as:

• Vehicle owner fails to tell us of the vehicle recovery location in a timely manner.
• Vehicle owner fails to release the vehicle from a tow yard in a timely manner.
• Vehicle owner doesn't authorize the shop to start repairs.
• Repair shop fails to secure the necessary parts ahead of time when the vehicle is safe to drive.
• Repair shop delays completing the repairs or release of the vehicle when the repairs have been completed.

Follow these steps if they apply to your situation:

• If your vehicle is safe to drive, don't leave it for repairs until the parts have been delivered to the shop.
• If you can't drive your car or it's unsafe to drive, take it to a repair shop right away. They can start fixing it. Of course, you can use any shop you choose.
• Schedule repairs early in the week to avoid delays.
• Make sure your estimate is written and approved by Liberty Mutual.

Call the repair shop to check the status of the repairs related to your claim. If extra time is needed, please contact your claims representative to review your rental needs.

Contact your claims representative. They may ask you for a receipt or some other proof of purchase.

Peril is the type of incident that you might file a claim for (fire, hail, theft, flat tire, etc.)

This is the front page of your policy. It includes a summary of important information, such as who's covered and how much coverage you have.

For Michigan customers:
Personal Lines only
There are 3 levels of collision insurance offered in Michigan: Limited, Standard, and Broad. Payments consider the deductible and the collision coverage level you've purchased. It also depends on whether you are at fault for the accident.

For Michigan customers:
Personal Lines only
“Mini Tort” is unique to Michigan. The process is how people who are hurt in an accident can get back some money not covered by insurance. It's limited to $1,000 per claim, and it's against the other party. If applicable, your adjuster can help explain if any expenses are recoverable.