Step-by-Step Claim Car Insurance Process

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Car Insurance Claims

Home / Car Insurance / How to Claim Car Insurance: Step-by-Step Guide

Car Insurance Claim

A car insurance claim is a procedure wherein the policyholder requests the insurance provider to compensate them for the damages suffered by their car due to an accident, natural or manmade calamities, fire, and even compensation for vehicle theft. At ACKO, you can file car insurance claims online. You can submit your claim without unnecessary paperwork through our website or mobile app. It is that simple!

Types of car insurance claims

There are primarily two types of claims on ACKO - Cashless and Reimbursement Claims. Learn more about how to claim car insurance under each of these methods.

Cashless claims

Get your car repaired at any of ACKO's network garages, and we will pay the repair costs as per the policy terms, directly to the garage. We also offer a free pick-up and drop facility with a turnaround repair time of a maximum of 3 days in select cities. You can also take advantage of our instant claim settlements for minor damages such as a broken mirror or a dent on the bumper.

Reimbursement claims

In this case, you inform ACKO and get your car repaired at a garage of your choice. Once the repair work is done, you will have to submit receipts of the repair cost. You can log in to your account via the website or mobile app to upload a copy of the repair invoices. ACKO will reimburse the cost as agreed in the policy document.

How does ACKO’s cashless claim work?

ACKO also offers a cashless claims experience. Over here, we settle the bills directly with our partner garages. Follow the steps below to file a claim through our cashless claim process:

Step 1

Raise your claim through or mobile app.

Step 2

Your car will be picked up within 60 minutes (in select cities).

Step 3

Enjoy instant repairs at partner garages.

Step 4

Your car will be delivered to your doorstep for free within three days.

Documents required for car insurance claims

Understanding the process of registering claims against your car insurance is vital for a hassle-free experience. One of the crucial steps in ensuring a smoother claim process is to obtain the required documents. You must keep these documents in a safe and secure location. You may also store them as a soft copy in a storage device or mobile app such as DigiLocker for future reference.

  1. Driving licence of the driver

  2. A copy of the insurance policy certificate

  3. Registration Certificate (RC) of the insured vehicle

  4. Proof of Identification of the policyholder

  5. First Information Report (FIR) if lodged

  6. Fire Brigade Report if lodged

  7. Cancelled cheque

  8. Original purchase invoice (if opted for Return to Invoice add-on cover)

  9. Any other document as requested by the insurer

Type of claims and documents required

The process of raising car insurance claims can be different for different situations and reasons. Each of these situations requires you to furnish one or more documents required for car insurance claim. Here are different types of claims and documents needed.

1. Accident claims

2. Theft claims

3. Third-party claims

4. Own damage claims

Reasons for claim rejections

Every car insurance claim that is raised by the policyholder may not be settled. Some claims get rejected. An insurance company reserves the right to accept or reject a claim. So, it is advisable to take the necessary precautions to avoid getting your claim rejected.

Incorrect or misrepresentation of information while raising a claim.

Claims raised against damage that is not covered by the policy.

Getting your car repaired before or without informing ACKO.

In case the claim is raised after the car insurance policy has expired.

Not disclosing information such as modifications to the insured car.

Unreasonable delay in raising the claim request.

Driving the insured car without a valid driving licence.

The insurance of your second-hand car is still under the previous car owner.

The owner/driver uses the car for purposes other than those mentioned in the policy.

A false claim made with untruthful information. Such claims are known as fraudulent claims.

Driving the insured car under the influence of alcohol or other intoxicating substances at the time of the accident.

Damages to your car due to carelessness, such as starting the engine of a water-logged car.

The insurer observes that the repair fee will be higher than the depreciated value of the car. The policyholder will then be given an amount equal to the Insured Declared Value.

Claims raised for reasons that are otherwise not covered as per the terms and conditions of the insurance policy.

Also, read: Reasons for Rejection of Car Insurance Claims and Prevention Tips

Tips to avoid claim rejections

Rejection of your car insurance claim can be stressful as it might involve a lot of money to repair the vehicle. It is important to follow the below practices so that you can avoid claim rejection.

Drive with a valid driving licence.

Be responsible at all times and follow traffic rules.

Do not drink and drive.

Read the policy document carefully.

Know the coverage and exclusions.

Know the claim process well.

Role of the surveyor in the claim process

Insurance companies hire Surveyors, also known as Loss Assessors, to assess the actual loss/damages arising due to accidents, burglary, fire, etc. to settle claims. The surveyors’ main role is to act as an intermediary between the insurance company and the policyholder while settling claims. That being said, surveyors are not required for every claim. Based on the guidelines released by the regulator IRDAI, we have defined the surveyor categorisation limit here. In the case of a claim meeting the criteria published on our website, we’ll appoint an independent surveyor who will visit and assess the insured car’s damages and provide the required information to ACKO. The surveyor has an important role to play to further process the claim. Below are the roles and responsibilities of the surveyor.


Investigate and validate

Investigate, quantify and validate the extent of loss and report the same back to us.


Provide unbiased assessment

Provide professional and unbiased assessment and adhere to the strict code of conduct.


Work in a time-bound manner

Provide and complete the assessment within the stipulated time frame.


Provide clear update to the policyholder

During the survey or assessment, the surveyor needs to educate the policyholder about the claim process and the evaluation of the damages.

How to claim car insurance under different situations?

For a quick and hassle-free claim settlement experience, we recommend you report the accident immediately to ACKO. There are different situations when you will have to file a claim. Below are the steps to raise car insurance claims under various circumstances.

Car insurance claim for damage to your car

In the case of any damage to your car, you must inform ACKO at the earliest to avoid rejection chances. Here are the steps to follow while raising a claim for any damages to your car.


Step 1

Log in to your account on or via the mobile app and click on “Claim Now”.


Step 2

In case of cashless claims, our team will pick up your car within one hour (in select cities) and will send the car to our network garages for repairs.


Step 3

Track the repair status on our website.


Step 4

Your car will be repaired and delivered to you in 3 days.

We shall also appoint an independent surveyor to examine the vehicle, ascertain the reason and the extent of the loss. This can happen either at the accident spot or at the garage before it gets repaired. After a careful examination of the state of the car, we will approve/reject the claim. 

In case of minor damages such as a cracked windscreen, a loose bumper, or a damaged side rear-view mirror, ACKO offers instant settlements. Once you receive the claim amount from us, you can get the damages repaired at a garage of your choice.

How to claim car insurance for third-party claim

In case your car causes damage to the third-party vehicle, here are the steps to follow:


Step 1

The third-party should file a First Information Report (FIR) at the local police station in whose jurisdiction the accident occurred.


Step 2

Share the details of your car insurance policy with a third-party.


Step 3

Inform ACKO immediately about the incident and share all the details about the accident.


Step 4

If you receive any legal notice from the Motor Accident Claims Tribunal (MACT), please inform us immediately. ACKO will be dealing with the legal notice on your behalf. 


Step 5

The MACT will review and decide compensation to the third-party claimant. ACKO will settle the claim accordingly.

Car insurance claim process in case another vehicle damages your car


Step 1

Obtain the car insurance policy details of the third party.


Step 2

Report the incident to the insurance company of the third party and file an FIR at the local police station.


Step 3

Inform ACKO immediately about the incident and share all the details about the accident.


Step 4

If you receive any legal notice from the Motor Accident Claims Tribunal (MACT), please inform us immediately. 


Step 5

The MACT will review and decide compensation. The insurance company of the third-party will compensate you accordingly. 

Car insurance claim process for a stolen car


Step 1

Lodge an FIR at the local police station and inform us immediately by accessing your account on our website, or ACKO app. You can also call our toll-free number to register the claim.


Step 2

Upload the car’s registration certificate, the FIR, and your driving licence to file the car theft insurance claim.


Step 3

The police will issue a non-traceable certificate if they are unable to locate your car within the stipulated time. Submit the same by logging in to your ACKO insurance account.


Step 4

Receive claim settlement as per the terms and conditions of the policy. If you have taken a Return to Invoice cover for a new car, then the amount will be equal to the value mentioned on the invoice.

Steps on how to claim car insurance successfully

To get compensation for the damage to the car or in case of injury, the policyholder needs to file a vehicle insurance claim successfully. Here are the steps to follow to claim insurance for car accidents.

Step 1: Claim intimation

Any type of contingency related to the car should be brought to the insurer’s (in this case ACKO) notice as soon as possible.

Step 2: Arranging the documents

After claim intimation, the insurance company will communicate the list of documents that you need to submit for raising a claim.

Step 3: Applying for a claim

You can apply for a claim on ACKO via the website or mobile app. Enter all the details correctly to avoid any chances of claim rejection.

Step 4: Claim status

To track the status of your claim, just login to your ACKO account. It's that easy!

Drive stress-free with ACKO’s smooth and hassle-free claim process

We endeavor to offer a smooth and hassle-free claim settlement journey to our customers. Here are the benefits of raising claims online on ACKO.

Claim Settlement Ratio (CSR)

Our motor own damage private car insurance CSR for FY20-21 stood at 94%.

Network garages

Wide network of network garages to enjoy a cashless claims experience.

Instant claim settlement

Enjoy instant claim settlement for minor car damages.

Know more about ACKO’s claim settlement process

Here are a few of the important and frequently asked questions about the car insurance claim process.

How to claim car insurance with ACKO?

You can file your claim through or a mobile app.

What are the types of claims in car insurance?

Claims can be cashless or reimbursement.

For cashless claim experience: Select the city, and we will pick up your car in one hour (for select cities). You can choose from any of our partner garages to repair the car, and we will get it fixed and deliver the car back in three days. 

For reimbursement claim settlement: You can also opt for the reimbursement claim against your policy with ACKO. In this case, you need to get your car repaired at a garage of your choice and then submit invoices to ACKO. ACKO will compensate as per the terms and conditions of the policy.

For instant claim settlement: We also offer instant claim settlements for minor damages such as a damaged rear-view mirror or a dent on the bumper, and you can get it repaired at any garage of your choice.

What happens if I do not inform ACKO at the time of repairing my car?

There are chances of your claim being partially or completely rejected. It is important to inform ACKO immediately so that claims are handled according to the terms and conditions of the policy.

What is the compensation if my car is totaled due to an accident?

The term ‘totaled car’ refers to a total loss to the insured car. In case of a total loss, you will get the Sum Assured amount or the Insured Declared Value (IDV) as compensation against your insurance policy. 

Will my Comprehensive car insurance policy cover engine damage due to flooding?

The regular comprehensive cover does not provide coverage for engine repair. However, you can opt for the Engine Protect add-on cover. ACKO will reimburse the repair cost of the engine due to water ingression or due to oil leakage if you purchase the Engine Protect add-on.

Can I raise a claim in case my car was damaged due to an accidental fire?

Yes, you can raise a claim through the Own Damage cover, which is part of the comprehensive car insurance policy. Under this cover, you will be compensated for damages to your case in case of accidents, fire, theft, natural calamities like cyclone, earthquake, or riots. 

How can I contact ACKO for filing a claim against my car insurance policy?

You can log in to your account on or ACKO app to register your claim against the policy. You can also call our toll-free number: 1800 266 2256, or you can email us at [email protected].

What is a claim on a car insurance policy?

It’s a process wherein you get compensation for the accidental damage sustained by the insured vehicle or for the losses to the third-party property/life. After reviewing the claim for its validity, you get compensation for the damages/losses based on the terms and conditions of the policy.

Is it okay to file a claim for minor scratches on my car?

For minor repairs such as scratches or negligible dent, it is not advisable to file a claim since you will lose the No Claim Bonus (NCB) discount while renewing the policy. File a claim only if the repair cost is greater than the NCB.

Does filing a car insurance claim increase the renewal premium?

No, it does not. The renewal premium for your car is based on the age, location, model, and variant and based on the number of claims you raise. However, raising a claim during the policy period will result in the cancellation of the NCB discount, which helps in reducing the renewal premium amount. If you raise several claims during the policy period, there are chances that the renewal premium can increase.

Can I repair my car at a garage of my choice after filing a claim?

Yes, you can opt for the reimbursement claim process. You need to inform us before you repair your car at the garage of your choice so that we can make a note of the same. Submit the original invoices or cash receipts of the repair, and we will reimburse the bill as per the terms and conditions of the policy.

How do I contact ACKO for queries related to insurance claims?

You can visit or use the ACKO app to raise a claim or to learn more about our car insurance claims. You can also call our customer care team on 1800-266-2256 or write an email to [email protected] for any queries.

Do I need to file an FIR to file a car insurance claim?

No, you do not need to report an FIR for your motor insurance claims except it involves injury to someone else, damage to someone else’s property, or in case your car is stolen.

Can car insurance be claimed twice a year?

There is no limitation to the number of car insurance claims you can register during the policy period. But, you need to note that claims are restricted up to the sum insured mentioned in your car insurance policy and subject to the policy’s terms and conditions.

When is it preferable to register a car insurance claim?

Sometimes registering a car insurance claim is not the most effective solution though it may seem appropriate. This is because it will impact the premium of your car insurance plan. Make sure you consider the below factors before you raise a motor insurance claim.

  • Depreciation: Cars depreciate over time because of the regular wear and tear of parts. Due to this factor, the car’s value reduces. As a result, insurers do not compensate you fully in case of replacing a vehicle part. You are compensated as per the depreciated value as per the terms and conditions of the policy.

  • NCB (No Claim Bonus): When you don’t raise any claims during the policy period, your insurer awards you with a discount on the renewal premium known as No Claim Bonus or NCB. Hence, if you raise a claim, you will lose the discount. Therefore, submit claims only for significant damages and not for minor damages.

  • Deductibles: There are two types of car insurance deductibles, Compulsory and Voluntary. You need to pay a portion of the claim settlement amount in both situations. Raising a claim for a lesser repair bill than the deductible amount leads to a higher payout from your pocket. You must submit a claim when your repair bill is significantly higher than the deductible amount.

Can a registered car insurance claim be cancelled?

You may be able to cancel your claim against your car insurance policy; however, it depends on the terms and conditions. You must check the time limit to cancel a car insurance claim with your insurer.

Is it wise to raise a claim just before car insurance policy renewal?

You should submit a claim only when it is necessary. Raising claims for minor damages can be counterproductive and may affect your NCB. Whether you raise a claim just before renewing your car insurance policy or anytime during the policy period, it is wise to submit claims for damages that are substantial.

How soon can one claim after purchasing car insurance?

You can raise your claim from the policy commencement date subject to the terms and conditions of your policy.

Is the car insured the moment it leaves the showroom?

Once you buy car insurance for your vehicle, it is insured. A motor vehicle must be insured with the Third-party Liability Policy before driving on public roads. It is wise to opt for the Comprehensive Policy since it offers wider coverage.

Are insurance companies bound to settle every car insurance claim?

All car insurance claims are settled by the insurance company based on the terms and conditions of the stated policy.

In what situations can the insurer reject my car insurance claim?

Here are some of the situations when your insurer may reject your car insurance claim.

  • Found driving the car without valid documents (Driving License, Car Insurance Registration Certificate, etc.)

  • Found driving the vehicle in an intoxicating state

  • Driving the car in a reckless manner

  • Use of car for racing purposes

  • Damages or losses incurred outside the specified geographical limits

  • Mechanical or electrical breakdown

  • Usage of private car for commercial purposes

  • Damages or losses due to self negligence

  • Fraudulent claims

  • Driving a modified car without informing your insurer

  • Delay in claim intimation

  • Violation of terms and conditions of your policy

  • Not renewing the policy within the due date

  • Disobeying traffic rules and regulations

  • Non-cooperation with the insurer

Do I have to file a First Information Report (FIR) after an accident?

The insurance companies require an FIR in cases where the car is stolen or is damaged due to an accident, including third-party or significant accidents.

Do I have to pay for repairs after a car insurance claim?

Yes, you have to bear the compulsory and voluntary deductible (if you have opted for the same). Additionally, insurers take into consideration the depreciation of the parts being replaced. Hence, you have to bear the depreciation cost from your pocket unless you have opted for relevant add-ons.

What claims are covered by the Comprehensive Car Insurance Policy?

Apart from third-party liabilities, the Comprehensive Car Insurance Policy also covers damages or losses incurred by the insured car. It includes damages incurred due to an accident, natural or man-made calamities, fire, explosion, vehicle theft and total loss. You also have access to add-on covers that extend the standard plan’s coverage.

Explore more

ACKO General Insurance Limited

2nd Floor, #36/5, Hustlehub One East, Somasandrapalya, 27th Main Rd, Sector 2, HSR Layout, Bengaluru, Karnataka 560102

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CIN: U66000KA2016PLC138288

IRDAI Registration No: 157

Category: Non-Life Insurance

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