Your worst-case scenario - your beloved, trusty car has been in an accident. You have no transportation, and no way to be sure you’ll ever get her back in running condition. But, you have insurance, so everything should be ok, right? You calm down and call your agent. But then they tell you that it’s the claims department you need to call. Now you start to worry again. What’s the best way to deal with a claims department?

Before you get too worked up, take a breath. These days, submitting a claim to your “auto insurance agency” is really not that painful a process. Most companies have developed efficient, fair processes for handling claims. It saves them money, and good customer service helps them keep the premiums flowing in.

Most agencies will recommend a repair shop to you, and you can have your car towed right to them. The agencies have been through this many times, and they know which shops provide the best service, and honest prices. They may ask you if you’d prefer a different shop, but going with their pick is usually the best idea. Sometimes they can handle the entire process with just a few phone calls.

In fact, you may have very little to do with the whole process. Most claims are processed “behind the scenes,” with the “car insurance companies” and shops doing all their work, and then simply asking you to authorize the work. Many times, all you have to do is sign the repair order.

Still, you need to protect your own interests. Before you sign that order, talk to the repair shop and make sure that they have carefully assessed the damage. Sometimes a small problem has a larger problem lurking beneath it. Also, when you pick up your car, inspect all of the work, and make sure nothing is left undone. It is very difficult to convince the shop and the insurer that a problem is related to the accident once you’ve driven the car away.

There are cases in which the decision process about repairs will not be handled by the insurer, but a third party. This is especially true when there is the possibility that repair costs are greater than the value of the vehicle. If this option seems likely, do some research to find out the fair market value of your car in the local market. You can go online to do this, talk to a local dealer, or a local bank loan officer may be able to help.

This is a good time, too, to pat yourself on the back for getting good insurance. You could have saved a few dollars a month on cheaper premiums, but now you’ve saved yourself months of disputed claims and denials.

The good news is that most claims are handled quickly and without much effort on your part. If for any reason you are unsatisfied with the way your insurance agency handles the process or don’t like the outcome, let them know by taking your business elsewhere.

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