What happened
to your vehicle?
Start with the event, not the insurance terminology. Choose the situation that best matches what happened. Then work through the evidence, documents, coverage questions, assessment, settlement and next steps.
Find the closest match
Not sure? Use ordinary language. “My mirror was stolen” belongs under Partial Theft. “Repair cost is almost the value of the car” may lead to Total Loss / CTL.
Accident damage: what to do, what to preserve and what can go wrong
An accident claim is not only about the visible dent or broken part. The insurer may need to establish what happened, when it happened, who was driving, whether the policy covered the event, whether the damage is consistent with the reported accident, and what the reasonable repair cost is.
Immediately after the accident
- Prioritise safety. Move people away from traffic or other danger where safe to do so.
- Photograph the vehicle before major movement or repair if it is safe: all sides, damaged areas, number plate, surrounding scene and road conditions.
- Record the approximate time, location, direction of travel and what happened in your own words while it is fresh.
- Note the other vehicle's registration number and relevant contact/insurance details where appropriate.
- If there are injuries, major damage, a dispute, suspected criminal conduct or another situation requiring police involvement, follow the applicable police/medical process.
- Notify the insurer as soon as reasonably possible and follow the policy's claim-intimation requirements.
- Do not assume that a verbal call is enough: keep the claim/intimation reference and written communication.
Situation: A car is hit from behind at a junction. The bumper looks damaged, but the boot floor also appears distorted.
Useful evidence: photographs of the rear, the other vehicle, the road position, number plates, visible impact marks and any police/third-party record.
Why it matters: A hidden structural issue may only become clear after inspection. Removing the bumper and discarding parts before inspection can make later verification harder.
Minor details people often forget
Keep the driver's identity and relevant licence details accurate. Do not guess or alter facts later.
Record the actual event time/location as accurately as possible. Inconsistencies can trigger questions.
Clearly distinguish older marks from the new damage. Photograph the entire vehicle where possible.
Preserve original footage promptly if available. Avoid editing the only copy.
Keep towing receipts and record who arranged the tow and where the vehicle was taken.
An estimate is not automatically the final payable amount. Assessment, policy terms, depreciation, deductible and admissibility can affect settlement.
- Giving different versions of the accident to different people.
- Starting major repairs before inspection without understanding the insurer's process.
- Assuming every damaged part is automatically payable.
- Ignoring policy excess/deductible or depreciation.
- Accepting a settlement without asking for the calculation when the amount is unclear.
Only parts of the vehicle were stolen
Partial theft is different from total vehicle theft. Examples can include stolen mirrors, wheels, tyres, batteries, infotainment units, airbags, catalytic converters, lights or other components. Whether a particular item is covered depends on the policy, vehicle/accessory description, add-ons and applicable exclusions.
Practical checklist
- Photograph the missing component area before replacing anything.
- Photograph broken locks, wires, glass, panels or other signs of forced entry.
- Make a list of every missing item, not only the most obvious one.
- Report the theft to the police where required/appropriate and keep the report/FIR/diary details.
- Notify the insurer and obtain the claim reference.
- Keep purchase invoices or other proof of the item where available.
- Ask the workshop not to discard removed/damaged evidence until the relevant inspection process is complete.
Do not simply replace the mirror and submit a bill. First photograph the empty mounting point, broken wiring or casing, surrounding damage and the vehicle's identity. Preserve the police report and insurer intimation.
If the insurer says the mirror is excluded, ask for the specific policy clause relied upon and the calculation of any amount being offered.
Small questions that can become important
Identify whether the component was original equipment or an aftermarket accessory.
Record broken locks, glass, wiring or other signs before repair.
Be candid. Previous damage should not be presented as new theft damage.
Keep the reference and any supporting documents.
Some accessories may have separate treatment under policy/add-on wording.
Answer questions truthfully; do not invent facts to fit a perceived coverage requirement.
The entire vehicle has been stolen
A total-theft claim is evidence-heavy. The insurer may need to verify the theft event, vehicle identity, ownership/insurable interest, keys, police records, policy coverage and recovery status. The exact documents and process can vary.
Preserve these facts
- Where and when the vehicle was last seen.
- Who last had possession and the circumstances of parking/handing over the vehicle.
- Police complaint/FIR and subsequent investigation updates.
- Both/available keys, remote devices and any explanation for missing keys.
- Registration, policy and ownership/finance information.
- FASTag, GPS, toll, parking or CCTV information where legitimately available.
- All communication with police, insurer, investigator and financier.
A vehicle disappears overnight. The owner finds that the spare key is at home but the primary key is missing. This does not automatically decide the claim. The important point is to provide truthful facts and the requested evidence, and ask the insurer to explain any specific concern or clause if the claim is questioned.
Vehicle caught fire: preserve the scene before the story disappears
Fire claims can involve questions about cause, origin, mechanical/electrical failure, external events, arson, previous damage and policy coverage. A burnt vehicle may look obvious, but the cause of the fire can be difficult to establish after the vehicle is moved or dismantled.
Do
- Photograph/video the vehicle and surrounding scene if safe.
- Report to police/fire authorities where appropriate.
- Keep fire report, police record and towing/storage documents.
- Notify the insurer promptly.
- Preserve burnt components and evidence until the relevant inspection/investigation is complete.
Do not
- Clean the vehicle before inspection unless safety requires it.
- Remove wiring, battery, engine parts or other components merely to “help” the inspection.
- Guess the cause of fire. Say what you actually observed.
- Dispose of the burnt vehicle or salvage without understanding the insurer's instructions.
Water entered the vehicle: timing and evidence matter
Water damage can create hidden problems in electronics, wiring, sensors, engine components, interiors and safety systems. Coverage depends on the policy and circumstances.
Immediate evidence
- Photograph the water level and location if safe.
- Record whether the vehicle was parked, moving or stranded.
- Photograph dashboard warnings and visible water marks.
- Do not repeatedly attempt to start a water-affected engine without appropriate technical advice.
- Keep towing and workshop records.
Example
A vehicle is parked during a flood and water rises above the floor. The owner photographs the water level, exterior and interior before towing. The workshop later records electrical and mechanical findings. This creates a much stronger evidence trail than simply submitting a repair bill weeks later.
Someone deliberately damaged the vehicle
Examples include deliberate scratching, broken windows, smashed lights or other intentional damage. The circumstances and policy wording matter.
- Photograph every damaged area and the surrounding location.
- Look for CCTV or witnesses and preserve information lawfully available to you.
- Make the appropriate police report where required or appropriate.
- Do not exaggerate the incident or include unrelated old damage.
- Keep the insurer's claim reference and inspection details.
Storm, cyclone, hail, landslide and other natural events
Natural-event claims can involve many vehicles at once. The policy still matters, but evidence of the event and the vehicle's condition can be especially useful.
Photograph fallen objects, branches, broken glass and the vehicle's position where safe.
Photograph dents before repair; note date, location and available evidence of the hail event.
Record the surrounding terrain and event conditions and follow local authority instructions.
See the water-damage section and avoid preventable secondary damage.
Not every claim fits neatly into one box
Photograph the impact and damage. Record location and circumstances. Coverage depends on the policy.
Photograph the object and scene before it is moved where safe.
Identify what caused it and whether a specific glass/add-on process applies.
Do not assume accidental damage cover applies; check the policy and cause of damage.
Keep third-party details, police records where relevant, photographs and communications separate from your own-damage claim.
Say what you know and what you do not know. A truthful uncertainty is better than a guessed story.
What happens after you report the event?
Record the date, time, claim number and channel used.
The insurer may arrange assessment. Keep the vehicle available and preserve evidence.
Submit relevant documents and keep proof of submission.
Questions may arise about coverage, cause, quantum or consistency of evidence.
Check the assessment and deductions against the policy and supporting calculation.
Move to written follow-up and the insurer's grievance mechanism; then consider appropriate external remedies.
The ClaimVoice Evidence Rule
For almost every motor claim, think in five boxes:
Then add a sixth question: WHAT DOES MY POLICY SAY? Coverage cannot be decided from a generic website article alone. The policy wording, schedule, endorsements, add-ons and facts of the case must be checked.
Regulatory reference
This guide is educational. Insurance policy wording and applicable rules can change. For regulatory context, ClaimVoice should cross-check current IRDAI material before publishing a legal/regulatory statement.
IRDAI Circulars & Master Circulars →