How do I file a claim?
This is the last thing anybody wants to be doing, but let’s be honest, it’s why we’re all here. We’ve made it easy to file a claim 24-7 using our online form OR you can give our team a call during normal business hours at 1-877-764-8679.
We understand there’s a lot going on during the immediate moments after an accident, but having the following pieces of information available when you report your claim will help things move as smoothly as possible:
- Your Apparent policy number
- Date and location of the incident
- The other party’s insurance information and phone number
- A general description of what happened
- The name of the police department that may have been involved and report number
How do I report a windshield or glass claim?
Have you ever seen how fast a small rock chip in your windshield can go from a minor nuisance to a extended problem? Apparent’s Express Glass Service can help you immediately resolve any windshield or glass-only claims. Simply call 1-877-764-8679 and a trained glass claims specialist will schedule an appointment to have the damages either repaired or replaced. Many windshield claims can be repaired — if you have the applicable coverage and the damage can be repaired, you would not be responsible for your deductible.
Will filing a claim affect my premium?
We’re committed to helping you stay in budget, which is why your rate would not increase due to a claim being filed during the 12 months your policy is in force. At renewal, we look at your current rating factors and provide your new rate prior to your renewal date. Some of those factors include:
- Discount eligibility
- Your driving record
- The number of claims you have made in the past three years
- The extent of any damages which were covered
The Claims Process
Our goal is to get you back to your normal routine as soon as possible and our claims process is designed to make that happen.
You should report claims as soon as possible. A claims representative will aim to complete the information gathering process with you in about 15-20 minutes. Some of those steps include:
- Reviewing your insurance policy and current coverage to determine what types of damages or injuries are covered.
- Attempting to speak with and conduct a detailed interview with each person involved to get everyone’s account of the incident
- Gathering other relevant information such as police reports, applicable state and local traffic laws, photos of the scene and the vehicles involved
Will Apparent pay for a rental car after I file my claim?
Simply put, if your policy has Rental Car Reimbursement Coverage on it, you’ll have access to a rental car if you need one. Your adjuster will make sure to discuss what type and how long your rental will be available to you based on your coverage limits. With our Rental Car Match, we’ll make sure you don’t have to put your life on hold, because your rental can’t hold everything your life needs it to!
If I have Rental Reimbursement on my policy, how long will I have a rental?
If you’ve elected to carry this coverage, your adjuster will discuss your maximum policy limits with you for a single incident. In the collision repair industry, about 4 hours of repair work per day is fairly common. So, if your repair estimate includes a total of 16 labor hours, then repairs to your vehicle should be competed in no more than 4 days. Additional repair (and rental) days may be warranted if your vehicle is non-drivable. These may include, but are not limited to, days for the vehicle to be inspected, and additional parts to be ordered.
How is my damage going to be reviewed and repaired?
We have a few different options for getting your vehicle repaired in a timely manner and your adjuster will work with you to determine which one is best suited for your needs.
Apparent Approved Guaranteed Repair program: Choose a shop in our network for 100% guaranteed repairs for as long as you own your car.
If you don’t know where you want your vehicle repaired this is the best option for you. The repair facilities in this program have been pre-qualified to ensure they are properly equipped and that their repair quality and standards are exceptional.
Photo app estimates: If your car is drivable, this may be your best bet. We can send you our easy to use photo app to evaluate the damage and send you an estimate.
Repair facility of your choice: We know what it’s like to have a car guy you know and trust and the choice of who repairs your vehicle is always up to you. We’ll work with your repair facility of choice to help you get back on the road.
What is the repair process if my vehicle is drivable?
You’ll provide the repair shop a copy of your repair estimate. At that point, they should order all necessary parts prior to scheduling your vehicle for repairs. Once all parts have arrived at the shop, your repairs should ideally be scheduled for a Monday.
What if more damage is found after the facility starts repairs?
A vehicle involved in an accident can sometimes have damage this isn’t visible at first glance. Any adjustments made to the initial estimate are called “supplements.” If additional damage is found while repairing your vehicle, the repair facility will contact Apparent to complete a supplemental estimate. From there, your Apparent claims adjuster will keep in contact with you to let you know what the next steps are.
What kind of parts will be used to repair my vehicle?
Depending on the age and mileage of your vehicle as well as parts available, Apparent Insurance may use OEM (Original Equipment Manufacturer), option OEM, recycled, reconditioned, remanufactured and aftermarket parts to restore your vehicle to its pre-loss condition. You and your repair facility should be aware of this upfront. If an alternative part chosen by Apparent Insurance fails to adequately repair your vehicle, then we will gladly revisit this if the issue is well documented on the shop’s end.
What if there is a discrepancy in what the repair facility is charging and what Apparent is paying?
Every appraisal resource used by Apparent Insurance attempts to reach agreed prices with all repair facilities based on what is fair and reasonable within a specific geographic area. In most cases, any discrepancies in cost are resolved and this is a non-issue. However, there may be times where what your shop of choice (non-Apparent Approved Repair Program) is charging does not align with what is fair and reasonable for the area and applicable repairs to your vehicle. In these cases, you will be notified, in writing, via our Reasonable and Customary letter. We will make every attempt to prevent this, but you may encounter some out of pocket expense if we cannot reach an amicable repair cost with your shop of choice.
What makes a vehicle a total loss?
Financial: The cost of repairs, rental, salvage value and other considerations are closer to or exceed the value of the vehicle.
Safety: While the cost of repairs may not exceed the value of the vehicle, will the vehicle be restored to pre-accident condition?
State Regulations: Every state has regulations which indicate a threshold at which an insurance company must deem a vehicle a total loss.
Will I be able to retain my total loss?
Possibly. First, we must consider your state’s laws, as some states will not allow you to keep a total loss vehicle. If you have a lien, then you will need to speak with your loan provider to see if they will allow you to retain the total loss.
What are the steps in the total loss process?
- Typically Apparent will obtain your total loss vehicle.
- It will be moved to our storage facility for safe, secure and fee free storage until the claim is paid. If you plan to retain your total loss, this step will be skipped.
- We will need documents (title, power of attorney form completed and signed by the appropriate owner(s), other miscellaneous documents) from you.
- Apparent will contact your loan provider (if applicable) for a Letter of Guarantee. Most lienholders take 1-4 weeks to send us this document.
Will my total loss settlement pay off my loan?
Potentially. The total loss settlement is the value of your vehicle plus any applicable taxes, minus any applicable deductions.
What does Loan Lease Payoff Coverage do?
Loan Lease Payoff will help with situations where your loan balance is higher than the value of your vehicle.
If you purchased Loan Lease Payoff with Apparent:
- Your total loss adjuster will need to obtain your payment history of the loan, a copy of the bill of sale, and financial agreement from when you purchased the vehicle.
- In most states there is a 25% cap on loan lease (adjusted from the actual cash value from your total loss settlement.
There are several exclusions that aren’t covered by your loan lease coverage:
- Your deductible
- Damage not related to the loss
- Excessive mileage deduction
- Cost of service contracts or warranties
- Loan Lease Payoff coverage purchase from the dealership or your lienholder
- Late fees, missed payments, payment holidays etc.
How is the value of my vehicle determined?
Apparent uses a market evaluation, so things like year, make, model, mileage, overall condition and major options. Your vehicle is also compared to vehicles that have sold or are for sale in your local market.
Now that my vehicle is a total loss, how long will I have my rental vehicle?
We get that’s a bit of a bind to be in, so your policy provides you with 3 additional days once you are contacted and a settlement amount is communicated.
How will my claim get paid?
In the event a payment is applicable to your situation, we have the following options:
- In most cases, we recommend you let us pay the repair shop directly. We’ll pay the entire cost except for your policy deductible, which you are responsible for paying to the shop.
- We can also send payments to your bank account or by mail. In some instances, we will need to send payments to you and your lienholder. Any payments made are subject to terms and conditions of your policy.