The Process

The best claim experiences happen when we work together

We have the expertise to guide you through a claim experience, and make your role as easy as possible. The following explains the general steps in resolving a typical claim. Please keep in mind that every claim is unique and we may need to adjust this process to make sure that your claim is handled quickly, fairly and conveniently.

Report a claim:
Report a claim | Step 1
+ Please report your claim to us by calling our Claims Representatives at: (866) 300-0080

  • Monday – Friday         8:30 a.m. – 6:00 p.m.
  • Saturday                     9:00 a.m. – 1:00 p.m.
  • Sunday                       Closed

+ When you make this initial call, please be prepared with some important information:

  • The Responsive Auto Insurance Company Policy Number
  • Driver’s License
  • Police Report (if available)

Report a claim | Step 2
+ Our Claims Representative will ask you to provide a brief statement about the claim:

  • A description of what happened
  • Any known information about other drivers and vehicles involved

+ Our Claims Representative will assign an Adjuster to your claim:

  • Claims Adjusters are experts who determine the amount of compensation that should be paid after a person has made a claim on an insurance policy.
  • Our Claims Representative will provide you with your Adjuster’s contact information and will try to connect you with them immediately.
  • If we are unable to connect you, your Adjuster will contact you within 24 hours to arrange a follow-up phone discussion.

Report a claim | Step 3
+ Your Adjuster will follow-up with you on the details of your claim:

  • Your Adjuster will review your initial Claim report prior to speaking with you.
  • Your Adjuster may ask you to provide additional details about what happened and any known information about other drivers and vehicles involved.
  • If you are a Responsive customer, your Adjuster will also be able to answer questions about deductibles, coverage and the repair process.
  • If you are not a Responsive customer, your Adjuster will still be able to provide you with helpful information about the process and ways you can help the process.

The repair process for vehicle damage claims:
The repair process | Step 1
+ If your vehicle is damaged, the first step is obtaining an Estimate for repairing the vehicle:

  • During your follow up discussion, your Adjuster will inform you of the need to arrange a damage appraisal.
  • The purpose of a damage appraisal is to produce an Estimate: a written statement indicating the likely price that will be charged for specified work or repairs.
  • Your Adjuster will provide you with 3 options for arranging a damage appraisal and receiving an Estimate:
    Option 1: Get an Estimate from us by uploading photos of your damage
    • This method of gaining an Estimate is often the best option when your vehicle is drivable and the damages are relatively minor.
    • Your Adjuster will explain how to upload photos of your vehicle. This will allow our staff to appraise the damage to the vehicle and write an Estimate.
    • Your Adjuster will also explain how to upload a photo or digital copy of a police report. If fault for the accident is not certain, the police report will assist in determining which driver is responsible for the accident. This will help to confirm whether your damages are covered, or not
    • You may also submit a note with additional information: If you gain additional information that you did not have at the time of your initial report, you may provide this additional information. For example, names, addresses, telephone numbers or insurance information for the other party, are often helpful for the speedy resolution of a claim.
    Option 2: Obtain an Estimate Immediately from one of our Preferred Shops
    • This method of gaining an Estimate is often the best option when you have confirmed with your Adjuster that your repairs will be covered by insurance, and your vehicle is safely drivable.
    • Find a Preferred Shop that is convenient for you and schedule a damage appraisal appointment.
    • If you are in possession of your vehicle and it is safely drivable, please drive to the Preferred Shop. If your vehicle is not drivable, our Preferred Shop will make arrangements to bring your vehicle to the shop.
    • The Preferred Shop will appraise the damage to your vehicle, produce an Estimate and contact us to schedule the repair process.
    Option 3: Your Adjuster will help you arrange a damage appraisal visit by a Field Appraiser
    • This method of gaining an Estimate is often the best option when your vehicle is not drivable and has severe damage.
    • Find a Preferred Shop that is convenient for you and schedule a damage appraisal appointment.
    • The Field Appraiser will meet you at your residence, a temporary storage facility or a location that is appropriate for safely inspecting the damages to your vehicle.
    • The Field Appraiser will provide you with an Estimate.
    • Afterward, you may email or take this Estimate to one of our Preferred Shops, or to the repair shop of your choice.

The repair process | Step 2
+ Schedule your vehicle repair service:

  • This may include towing your vehicle to the repair facility.
  • Keep in mind; Towing reimbursement varies based on policy coverage and accident circumstances. If you have any questions, please contact your Adjuster.
  • Be sure to get an estimated date of completion for the repair service, so you know how long you will not have access to your vehicle.
  • If your vehicle is drivable, make sure the repair facility has the required parts necessary to repair your vehicle, prior to leaving it at the repair facility. Make sure you drop your vehicle of at the beginning of the week. This will ensure that repairs start promptly.
  • If you are partially or fully responsible for the accident we will inspect the other vehicles involved in the accident and write an Estimate of repair on those vehicles as well.
  • We will identify any possible claims that may be made against you and work with the claimants directly to resolve these claims.
  • If you have applicable vehicle coverage we will monitor your vehicle repair and will work with your lien holder to get the repair approved and the repair payments endorsed.
  • In the event of a Total Loss to a covered auto or to any vehicle to which you are legally liable, we will determine the value of that vehicle. For all Total Losses, we provide a geographically significant market analysis of value.

The repair process | Step 3
+ Decide if you need to arrange a rental car while your vehicle is being repaired:

  • If you do require a rental car, your Adjuster can help make arrangements.
  • Keep in mind, rental car reimbursement varies based on policy coverage and accident circumstances.

The repair process | Step 4
+ Expect updates or reach out to your Adjuster with any questions:

  • We will periodically check the status of the repair and address any further issues, such as additional damage, payments for additional damage, or changes to the expected completion date, while your vehicle is in the shop.
  • When you use a Preferred Shop, we will guarantee your repairs for as long as you own or lease your car.