Claims during COVID-19: tips and best practices.

Take these five steps to improve your claims process during COVID-19


Filing an insurance claim can be a bit overwhelming in normal times, let alone during COVID-19. As standard protocol evolves with claims filing, we offer up the most up-to-date checklist, should you need it.

Here’s your checklist if you find yourself in an accident during COVID-19 times. 


1. Get to a safe spot and assess the damage

After an incident, emotions and adrenaline can run high. Take some slow, deep breaths to gather yourself. Then, take a minute to check if you, your passengers, or anyone else was injured.

If you’re alright and you can still drive your car, pull over to a safe area—shift into park, turn off engine and turn on hazard lights and use flares if you have them. Once there, get out of your car to take a look at the damage. If you’re hurt in any way, or can’t get through traffic, stay where you are until help arrives.


2. Call 911 or your local police to assist further and help document the accident

Call the police, even if the accident is minor.

COVID-19 claims tip: Try to file the report even if you couldn’t contact the police
If no police were available to come to the scene, find out if you can give a report over the
phone or via an online reporting system. Make sure you generate a copy of the report for your
records or take screenshots.

Since many police departments are encouraging self-reporting incidents online, your photos become even more critical. Be sure to document as much as you can at the scene while staying at a safe distance from the other cars and people. 


3. Gather as many photos and information as possible

The more information you can gather at the scene, the better. Using your phone to capture photos, video, audio notes, or text is the most convenient way to gather details that can be shared via email and attached to your claim after the fact. Details include other drivers’ first and last names, license numbers, insurance company and policy numbers and types/models of cars involved.

COVID-19 claims tip: Keep your distance.
Though you’ll still gather information, try and remain at least six feet from the other drivers or witnesses involved and use a face covering or mask if you’re able.

COVID-19 claims tip: Take photos of damage and scenes around the accident
With COVID-19, fewer police are arriving at the scene of car accidents unless there is injury, severe damage, or a traffic impact. Make sure to safely capture images of any and all surrounding debris, along with photos of the roadway or intersection and  any other important aspects of the scene.


4. Report your claim

On the Incidents tab in the HiRoad app, you can connect to our team that will take your info, and assign a claims specialist to work with you.

COVID-19 claims tip: Don’t delay filing a claim.
We realize the uncertainty caused by the COVID-19 pandemic and made necessary adjustments to ensure both your and your claims specialists’ safety align with heath recommendations.  


5. Talk to your claim specialist

From securing an alternate ride, to repairs on your car, and even injury settlements, your claim specialist will be there every step of the way. We’ll walk you through your coverages and prepare you for getting car repairs.

COVID-19 claims tip: Help us help you
Our extended claims team is working hard to adjust to the realities of COVID-19, including troubleshooting physical distancing challenges for appraisers and body shops and offering virtual estimates. Please be patient as we do our very best to get you back on the road safely. 

Though many of us are driving less, there’s always a risk of accidents and incidents that require the claims process. It’s our promise to help you through your experience. 


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