What to Expect After You File an Insurance Claim

Filing an insurance claim isn’t something people do every day and when the moment finally comes, it often catches you off guard. Maybe it’s a car accident, a tree branch crashing through your roof, or a burst pipe in the middle of winter. Whatever the situation, the claims process can feel confusing, stressful, and full of steps you’re not sure how to handle.

That’s exactly why we created this guide. As a long-standing, local Western Massachusetts agency, E.J. O’Neil Insurance works directly with clients throughout their claim, from the first phone call to the moment the claim is fully settled. Our goal is simple: help you feel prepared, confident, and supported at every step.

When Something Goes Wrong: What You Should Do First

Nobody plans for an accident or unexpected damage, but what you do in the first few minutes and hours can make the entire claims process smoother. Here’s what to focus on right away:

1. Make Sure Everyone is Safe

Before anything else, check for injuries and call emergency services if needed. Safety always comes first, paperwork can wait.

2. Document What Happened

Take clear photos or videos of the scene, the damage, and anything else that might be useful. For auto claims, this includes the other car, license plates, and the area around the accident. For home damage, take photos of both interior and exterior impact.

Photos tell the story better than memory can.

3. Write Down the Details

Note the date, time, weather conditions, and what happened step-by-step. These details help your adjuster understand the situation clearly.

4. Call Your Insurance Agent — Not Just the Company

Most people think “call the insurance company first,” but calling your local agent often saves time and prevents missteps.
We help you understand what’s covered, what to expect, and which next steps to take so you’re not navigating the situation alone.

What Happens After You File a Claim: A Behind-the-Scenes Look

Once your claim has been officially filed, the process moves through a few key stages. Understanding these stages makes the entire experience much less stressful.

1. The Adjuster Reaches Out

An adjuster from your insurance company will contact you, usually within 24 to 72 hours for most auto or home claims. Their job is to:

• Review what happened
• Ask follow-up questions
• Schedule inspections or gather documentation
• Start evaluating the cost of damage

Clear communication at this stage sets the tone for the rest of the claim. It’s always okay to ask questions if something isn’t obvious, that’s what we’re here for.

2. Damage Inspection and Investigation

Depending on the type of claim, an adjuster may:

• Inspect the vehicle or property
• Review estimates from repair shops or contractors
• Evaluate police reports
• Gather statements from anyone involved

For home claims, they may request a contractor’s estimate or send a field representative to assess the damage. This part can feel slow, but accuracy matters — it prevents surprises later.

3. Coverage Review and Policy Check

Here’s where the fine print matters. Your adjuster reviews:

• Your coverage limits
• Your deductible
• Exclusions
• Any special endorsements or add-ons

If you have questions about coverage or what certain terms mean, your E.J. O’Neil agent is your best resource. We help translate the complicated parts into something you can actually understand.

The Settlement Stage: What the Insurance Offer Actually Means

Once the adjuster completes the investigation, you’ll receive a settlement offer. This is the part everyone worries about but when you know what affects your payout, it becomes much easier to navigate.

Your settlement is influenced by:

• The total cost of repairs
• Your coverage limits
• Your deductible
• The type of policy you have
• Whether depreciation applies
• Replacement cost vs. actual cash value

Pro Tip: You are allowed to ask questions, negotiate, or request clarification before accepting anything.

If the estimate seems low, doesn’t match the contractor’s numbers, or feels unclear, reach out — this is exactly what your agent is here for.

Common Issues That Slow Down Claims (And How to Avoid Them)

Even the smoothest claims process can hit bumps. Here are the most common issues Massachusetts homeowners and drivers run into and how to stay ahead of them.

1. Small Gaps in Coverage

Sometimes clients don’t realize they’re underinsured until a claim happens. This can happen with:

• Older homes with outdated replacement cost
• High-value belongings with limits too low
• Snow damage or storm damage not fully covered
• Rental car coverage missing on auto policies

Annual reviews help keep these gaps from becoming expensive surprises.

2. Missing Documentation

Delays often come from missing details such as:

• Receipts
• Photos
• Police reports
• Repair estimates
• Contractor evaluations

A quick call with your agent helps you gather the right documents the first time.

3. Not Calling the Agent Early Enough

Clients who call the company before calling the agency sometimes unintentionally slow things down or make mistakes that affect coverage.

We always recommend: You call us first.

We handle the backend, help with paperwork, and guide you through the whole process.

4. Not Understanding Deductibles

If the damage is small, your deductible may be higher than the repair cost. We help clients evaluate whether filing makes financial sense.

How E.J. O’Neil Insurance Helps You Through Every Step

We’re not just here to sell policies, we’re here to support you when life gets messy. When you file a claim, here’s what working with a local, fifth-generation agency truly means:

1. Real People, Real Support

No call centers. No endless phone menus.
Just a local team you already know, ready to guide you.

2. Help Understanding the Process

Insurance language can feel like another world. We explain everything clearly so you understand what’s happening and why.

3. Multi-Carrier Expertise

If your claim raises questions about your coverage, we can review pricing and options across many carriers — not just one. This helps ensure your protection stays strong and affordable.

4. Advocacy When You Need It Most

If you ever feel stuck or unsure about a settlement, we step in to help you get fair treatment.

5. Free RMV and Notary Services

These often come in handy during claim-related changes like:

• Registering a replacement vehicle
• Handling paperwork for repairs
• Updating ownership or address records

These small services save you time and frustration, especially when everything else already feels stressful.

When Should You Reach Out to Your Agent?

More often than you think. Here are moments when calling your E.J. O’Neil agent can save you time, money, or stress:

• After an accident or incident
• Before filing an official claim
• When you get a settlement offer
• If repairs take longer than expected
• When your policy renews
• Whenever you have questions — big or small

Staying connected ensures your coverage stays aligned with real life.

Final Thoughts: Understanding the Process Makes You Stronger

Filing an insurance claim is never pleasant, but understanding how the process works can make it far less overwhelming. With a trusted partner like E.J. O’Neil Insurance, you don’t have to figure it out alone. Our team is here to protect you, guide you, and give you peace of mind from the first phone call to the final settlement.

If you need help with a claim or just want to make sure your policies are up to date, we’re here for you.

Call us at (413) 789-2010 or email info@ejoneil.com
to schedule a complimentary policy review or claim consultation.

Frequently Asked Questions

What should I do immediately after filing a claim?
Gather documentation, take photos, and keep communication open with your adjuster. And call your agent if you haven’t already — it speeds up everything.

Can I negotiate a settlement?
Yes. You’re not locked into the first offer. We’re happy to review the offer with you to make sure it’s fair.

Why is my agent so important during the claim?
We help explain your coverage, monitor progress, and advocate for you if issues arise.