Automobile Claims

How do I file an insurance claim?

For auto and home insurance claims, call our toll-free claims hotline at 1-800-243-5860.
For glass-only auto claims, call our glass claims hotline at 1-800-892-8484.

Claims representatives are available 24 hours a day, seven days a week. Claims representatives provide step-by-step guidance through a procedure that keeps paperwork to a minimum. If you prefer, you may also report a glass claim, auto claim or home claim online.

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Who do I call with questions?

Your claim handler can assist you with all questions related to your claim.

You may also stay connected anywhere, anytime, by tracking your claim on The Hartford's website: www.hartfordauto.com. You can also download The Hartford Mobile App on our website.

The Hartford Mobile App lets you:

Click here to obtain more information or to download the app onto your iPhone or Android phone.

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How long will it take to process my claim?

Every claim is unique. Various factors, such as the complexity of the claim and the severity of damages affect how long it takes to resolve your claim. As The Hartford gives each claim the attention it deserves, we will do our best to resolve your claim fairly and efficiently.

You can track your claim online 24 hours a day, 7 days a week, at your convenience at www.hartfordauto.com.

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Will the accident affect my premium? Will my policy be canceled if I file a claim?

Several factors, including the terms of your policy, state regulations, your driving record, and the number of claims you've filed in the past may be considered. However, each situation is unique, and there isn't one rule that fits all circumstances. If you have concerns about any effects on your premium or policy, please contact your Independent Agent. Independent Agent contact information will be contained in your policy.

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What is a deductible? How do I know my deductible amount, and who do I have to pay?

You selected your deductible when you purchased your policy. It is the amount you've agreed to pay out of pocket before The Hartford pays for any covered losses. You pay your deductible directly to the repair shop. The Hartford then pays the remaining amount over your deductible.

To illustrate, if the cost to repair your vehicle is $2,000 and your deductible is $500, then you would pay $500 out of pocket. The Hartford would pay the remaining $1,500.

Ask your claim handler for more information as you may qualify for various deductible programs, such as a disappearing deductible or $100 deductible reduction for using a shop in our Auto Repair Shop Network.

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If the accident was not my fault, do I still have to pay a deductible?

For certain policies (for example, if you selected a deductible waiver endorsement and specified conditions are met) you may not have to pay the deductible.* Otherwise, your auto policy requires that you pay the deductible regardless of who is at fault.

The Hartford will attempt to recover damages, including the amount of the deductible, if after our investigation we determine that another party is responsible for the accident. If we successfully make a recovery through the process of subrogation from the responsible party, we will reimburse you all or a portion of the amount of the deductible pursuant to the applicable state law and the amount of the recovery. The ability to recover all or some of your deductible may depend on various state automobile statutes where the accident occurred.

* Automobile insurance regulations vary by state; deductible waiver endorsements are not available in all states.

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Do I have to use a Hartford-recommended repair shop?

No, you have the right to choose the repair shop of your choice. The Hartford, however, offers many program benefits to customers such as a deductible discount in many states for using a shop in our Auto Repair Shop Network and a nationwide workmanship guarantee on covered repairs to your vehicle.

Shops within our network are authorized to perform both your inspection and repairs to help save you time. And The Hartford backs their workmanship with a nationwide guarantee. Visit https://gisapps.thehartford.com/CLAIMSShopLocatorWebApp/crsp.html to locate a repair shop in The Hartford's Auto Repair Shop Network near you.

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What are the advantages of The Hartford's Auto Repair Network?

The Hartford's Auto Repair Network matches you with reputable, independent auto repair shops in your area.

Here are some good reasons for choosing a shop in The Hartford's Auto Repair Network:

Visit https://gisapps.thehartford.com/CLAIMSShopLocatorWebApp/crsp.html to locate a repair shop in The Hartford's Auto Repair Shop Network near you.

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What if the repair shop finds additional damage that was not on the first estimate?

If the repair shop finds additional damage, they will contact your appraiser to evaluate and approve adjustments to the estimate. These adjustments are referred to as supplements.

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How do I obtain a rental vehicle while mine is being repaired? Who pays for the rental?

Rental reimbursement coverage typically covers or allows for specified amounts per day. This rental coverage is provided to you for reasonable amounts of time to repair/replace the vehicle or until the charges reach your policy's total limit. You are responsible for any sums above the per day amount and any sums exceeding your policy's total limit.

Please refer to your policy or consult with a claim handler to determine coverage details such as your actual allowances and limits. A claim handler can help you obtain a rental and answer any question you may have regarding the process. With our strong relationships with national rental vendors, we can reserve a rental and get you back on the road.

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What if my vehicle is a total loss?

In the event of a total loss, your claim handler will guide you through the process. If your vehicle has been towed, it is important that you give permission to your claim handler to move the vehicle to a storage free location so that an accurate estimate of the damages can be completed.

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How is the value of my total loss vehicle determined?

In order to determine whether a vehicle is repairable or is a total loss, the claim handler will consider whether the cost to repair the vehicle exceeds a certain threshold percentage of the vehicle's total value. Each state has its own thresholds. The factors that a claim handler will consider to determine whether a vehicle is a total loss include, but are not limited to, the following:

We consider the market value of comparable vehicles in your area, sales tax (if applicable) and/or state fees, and your deductible to calculate the ACV. To illustrate:

Vehicle's market value (as determined by factors listed above) $15,000
Assume sales tax is applicable (use 5% for this example) $750
Your deductible (assume $500) -$500
ACV (what The Hartford pays) $15,250

Please note that the ACV calculation is for illustrative purposes only. Each policy and claim is different. Your claim handler will address circumstances unique to your claim (such as endorsements, arrangements with your lien holder, if sales tax is applicable, etc.).

*New Car Replacement Cost Coverage is subject to deductible and availability and applies within the first 15 months from the date of the new car purchase or 15,000 miles (whichever occurs first). Please review your policy for restrictions.

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Who does The Hartford pay once the value of my total loss vehicle is determined?

Generally, The Hartford pays the lien holder first and then we pay the remaining funds to the vehicle owner.

If you still owe money on your vehicle loan, please have your lien holder information ready to share with your claim handler (name of lender and your account number). If the actual cash value (ACV) of your vehicle is equal to or less than what you owe, your claim handler will help you determine your obligations on your loan or lease.

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Can The Hartford help me find a replacement vehicle?

Yes, The Hartford's Vehicle Replacement Program makes it easier for you to find a great deal on a replacement vehicle. You can use the service to find a new car or search thousands of used cars. You will receive a guaranteed upfront price and our nationwide certified dealer network will honor the price with no negotiation or haggling. In addition, you can use the tools to research vehicle safety information and apply for financing. Ask your claim handler for more details.

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How do I file a glass-only claim?

You can file your claim and reschedule auto glass repair and replacement service 24 hours a day, 7 days a week by calling 1-800-892-8484. Or, if you prefer, you can report your auto glass-only claim online by clicking GlassClaim.com.

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What is subrogation?

During the course of investigating your claim, if we determine that another party or parties to the accident is at fault, we will attempt to recover the loss payments related to your damages, including your deductible, from the negligent party. This is called subrogation. If we are successful in subrogation, we will reimburse you all or a portion of the amount of your deductible pursuant to applicable state law and the amount of the recovery.

The length of time and ability to recover damages is dependent upon several factors such as cooperation from the other party, disputes over who is at fault, and the amount of damages, etc. Whether we can recover all or part of the damages may also depend on the state automobile statutes where the accident occurred. In some instances we may not be able to recover the full amount or any amount. We will certainly do our best to recover the most possible as determined by state automobile statutes.

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