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Motor Insurance Claim: Steps, Documents and Timelines
To claim on your car or bike insurance, tell the insurer first, before any repair, and note the claim number. File an FIR for theft or if someone else was hurt. A surveyor inspects the damage, then the insurer approves cashless repair at a network garage or reimburses your bills. Expect deductions for the deductible and part depreciation unless you have a zero-depreciation add-on. If the insurer delays or rejects unfairly, complain to it, then to IRDAI's Bima Bharosa or the Insurance Ombudsman.
- First step
- Tell the insurer, get a claim number
- FIR
- Theft, injury, third-party damage
- Survey
- Registered surveyor not required below ₹50,000
- Decision
- Within the insurer's time limits
- Complaints
- Bima Bharosa, Insurance Ombudsman
On this page
Which claim is yours?
Damage to your own vehicle (own damage)
Covered if you have a comprehensive or stand-alone own-damage policy, not third-party cover alone. Tell the insurer, then choose cashless or reimbursement.
Vehicle stolen
File an FIR at once, then tell the insurer. The insurer usually waits for the police final report that the vehicle couldn't be traced, and asks for papers to transfer the vehicle to it. Ask your insurer for its document list.
Someone else injured, killed, or their property damaged
Inform the police and your insurer in writing. The victim claims compensation before the Motor Accident Claims Tribunal, and your insurer defends and pays the award under the third-party cover. See what to do after an accident.
How do you make a motor insurance claim?
YouInsurer / surveyor / garageTime limit or payment
- Tell the insurer by app, website, helpline or the garage; note the claim number
- The insurer appoints a surveyor (a loss under ₹50,000 need not be surveyed by a registered surveyor)
- The surveyor inspects and reports
- Repairing at a network garage?No: pay the garage and claim reimbursement with bills
- You pay only the deductible and any non-covered parts
- The insurer settles with the garage
- Make sure everyone is safe. For theft, injury or damage to someone else, inform the police and get the FIR number.
- Tell your insurer immediately, before any repair. Note the claim number.
- Take photos of the damage and the scene.
- Wait for the survey. Don't start repairs until the insurer approves the estimate.
- Cashless: at a network garage, the insurer pays the garage after approving the estimate. Reimbursement: pay the garage yourself and submit the bills and receipts.
- Check the settlement letter for the deductible and depreciation before you sign.
✔ You'll know it worked when the insurer sends a settlement letter or pays the garage, and the claim shows as settled.
What documents do you need?
- Claim form and policy number.
- RC of the vehicle and the driving licence of the person driving. Digital copies in DigiLocker help.
- FIR for theft, injury, third-party damage or a major accident.
- Repair estimate, final bill and payment receipts (reimbursement).
- For theft: the police report that the vehicle couldn't be traced, and papers to transfer the vehicle to the insurer, as your insurer asks.
Why is the payout less than the bill?
| Deduction | What it is |
|---|---|
| Compulsory deductible | The first part of each claim you pay. The amount is shown in your policy schedule. |
| Voluntary deductible | An extra amount you chose to pay, for a lower premium. |
| Depreciation on parts | A percentage taken off the cost of replaced parts, set out in your policy. A zero-depreciation add-on removes most of this. |
| Items not covered | Wear and tear, mechanical breakdown, and anything excluded in your policy. |
A claim also usually means you lose your no-claim bonus at the next renewal unless you have NCB protection. Check your own policy schedule, because add-ons and wordings vary by insurer.
What can you do if the claim is delayed or rejected?
- Write to the insurer's grievance officer with your claim number.
- Not solved? Register a complaint on Bima Bharosa (IRDAI), which says complaints are attended to within 14 days.
- Still unhappy, or no reply in a month? Complain to the Insurance Ombudsman. It is free, for claims up to ₹50 lakh, within one year of the insurer's rejection or settlement.
Under IRDAI rules, deductions in a claim settlement must be explained with documents. If your settlement letter doesn't explain a deduction, ask for this in writing and cite it in your complaint.
What can go wrong, and how do you fix it?
| Your situation | What it usually means | What to do |
|---|---|---|
| Rejected for a missing document | The insurer should have asked for all documents at once | Submit the document and complain to the grievance officer. |
| No surveyor after a day or two | A delay | Follow up with the claim number, then escalate. |
| Paid much less than the bill | Deductible and depreciation | Check the policy schedule; zero-depreciation applies only if you bought it. |
| Repairs done before approval not paid | No intimation or approval | Always tell the insurer first; complain if the loss is clear from photos and bills. |
| Insurer silent for a month | A delayed claim | Go to the Insurance Ombudsman or Bima Bharosa. |
Frequently asked questions
How soon should I tell the insurer?
Immediately, and before any repair.
How quickly must the insurer act?
IRDAI's 2024 regulations require settlement within the time limits in the insurer's board-approved claims policy, and within a reasonable time. A loss under ₹50,000 need not be surveyed by a registered surveyor.
Is an FIR always needed?
For theft, injury or damage to someone else, and major accidents. Minor own damage usually doesn't need one; ask your insurer.
What is the deductible for a car?
The compulsory deductible is shown in your policy schedule, plus any voluntary deductible you chose.
Will I lose my no-claim bonus?
Usually yes at the next renewal, unless you have NCB protection.
How do I complain about my insurer?
Insurer's grievance officer, then Bima Bharosa, then the Insurance Ombudsman. All are free.
Someone was injured in the accident. What claim do they make?
They claim before the Motor Accident Claims Tribunal; your insurer handles it under the third-party cover.
Sources
- IRDAI (Protection of Policyholders' Interests, Operations and Allied Matters of Insurers) Regulations, 2024, Department of Financial Services copy (accessed 25 Oct 2026)
- PIB – IRDAI strengthens regulatory framework for motor insurance claim settlement (Rajya Sabha reply), 16 Dec 2025 (accessed 25 Oct 2026)
- Bima Bharosa (IRDAI) and Council for Insurance Ombudsmen (accessed 25 Oct 2026)
- Council for Insurance Ombudsmen – complaint procedure (accessed 25 Oct 2026)
- India Code – Motor Vehicles Act, 1988: third-party claims (accessed 25 Oct 2026)
Page history: 25 Oct 2026: first published. 25 Oct 2026: sources limited to government websites.