Understanding the motor insurance claims process step by step

The motor insurance claims process is a structured sequence designed to help vehicle owners secure financial compensation for vehicular damage, theft, or third-party liabilities. To successfully file a claim, you must immediately notify your insurance provider, file a First Information Report (FIR) if necessary, document the incident scene, undergo a digital or physical vehicle survey, and submit the required paperwork for either cashless repairs at a network garage or a reimbursement settlement.

Navigating the aftermath of a vehicle collision, theft, or sudden breakdown can be highly stressful. While we often plan for smooth road trips and daily commutes, unexpected incidents happen. Knowing the exact insurance claim procedure ensures you are never stranded without financial support.

Whether you need to file a cashless insurance claim at an authorised workshop or request a reimbursement, this comprehensive guide simplifies how to claim motor insurance seamlessly.

Motor insurance claims process

When an incident occurs, time is of the essence. Following a standardised motor insurance claims process ensures quick approvals and prevents claim rejection.

Step 1: Prioritise safety and document the scene

Immediately check for injuries and move the vehicle to the side of the road if safely possible. Capture clear photographs and videos of the vehicular damage, license plates, and the accident spot as evidence.

Step 2: Inform your insurance provider

Inform your insurer as quickly as possible. For instance, Zuno policyholders can log into their profile via the official website or mobile app to register a claim. Alternatively, you can call the toll-free customer support line.

Step 3: File an FIR

An FIR is legally mandatory at the nearest police station in cases of vehicle theft, major accidents involving bodily injuries, or extensive third-party insurance claim scenarios.

Step 4: Vehicle survey and damage assessment

The insurer will assign a surveyor to evaluate repair costs. Modern digital insurance providers allow you to expedite this by performing a self-video survey through your smartphone camera.

Step 5: Submit paperwork and settlement

Submit the required documents (Registration Certificate, Driving License, Policy Copy, and FIR) to process the claim. The vehicle is then repaired via a cashless network or a standard reimbursement model.

Car insurance claim process: Overview

While the fundamental steps remain identical across vehicles, executing a car insurance claim process requires specific attention to detail depending on the type of damage incurred.

Comprehensive car insurance shields you against multiple scenarios:

• Accidents and Collisions: Covers minor dents or major structural impacts.
• Natural & Man-Made Disasters: Includes damage from floods, cyclones, fires, or acts of vandalism.
• Theft or Burglary: Compensates for the vehicle's Insured Declared Value (IDV) if the car is stolen.

To ensure your claim sails through, always avoid driving a heavily damaged vehicle after an accident, as consequential damage (like engine seizing due to oil leakage) is typically excluded from standard coverage.

Cashless insurance claim vs. reimbursement claim

When learning how to claim motor insurance, you can choose between two main settlement pathways: Cashless claims and Reimbursement claims.

Third-party insurance claim

If your vehicle causes damage to someone else's property, or results in bodily injury or death to a pedestrian or another driver, you must initiate a third-party insurance claim. Unlike own-damage claims, this follows a distinct legal pathway:

• Mandatory FIR: A police report is absolutely compulsory to establish the incident legally.
• MACT Involvement: The case is referred to the Motor Accident Claims Tribunal (MACT).
• Legal Compensation: The insurer covers the financial liabilities awarded by the court to the third-party victim, protecting you from direct legal expenses.

How to claim motor insurance: essential checklist

Keep these essential documents handy to secure a smooth insurance claim procedure:

• Copy of the Motor Insurance Policy Document
• Vehicle Registration Certificate (RC)
• Valid Driving License of the person driving during the incident
• Original FIR copy (in case of theft, injury, or third-party damage)
• Duly filled and signed claim form
• Estimate of repairs from the workshop

FAQs

1. What is the time limit to file a motor insurance claim?

Ideally, you should notify your insurance company within 24 to 48 hours of the incident. Delays without a valid, justifiable reason can lead to claim rejection.

2. Can I claim insurance if my driving license has expired?

No. Driving with an expired license is illegal. If the person behind the wheel at the time of the accident does not hold a valid driving license, the claim will be summarily rejected.

3. What is a No Claim Bonus (NCB), and will I lose it after a claim?

No Claim Bonus (NCB) is a discount on the own-damage premium rewarded for claim-free years. Making even a single claim resets your accumulated NCB to zero, unless you have an NCB Protect add-on cover.

4. What expenses are not covered in a cashless insurance claim?

You must pay for compulsory deductibles set by the IRDAI, voluntary deductibles (if opted), and the depreciation cost of replaced parts (like rubber, nylon, or plastic components) unless you bought a Zero Depreciation add-on.

5. Do I need to call the police for minor scratches or dents?

No, an FIR is not required for minor, self-inflicted damages or minor scratches. You can directly proceed with a self-video survey or take the car to a network garage.

6. What happens if my car is stolen?

File an FIR immediately and inform your insurer. If the police cannot trace the vehicle after a stipulated timeframe, they will issue a "Non-Traceable Report." Your insurer will then settle the claim by paying out the vehicle's Insured Declared Value (IDV).

ARN: Zuno/Blog/Understanding the motor claims process step by step/07/24/01.

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