Insurer claims steps: neutral guidance (EU)

A neutral, country-agnostic overview of the typical claims steps that apply across most of Europe. Insurers and countries differ in the detail, so this guide focuses on the common shape of a claim — document, notify, evidence, follow up. Always follow your policy terms and local requirements; this is general guidance, not legal advice.

Steps

1. Document and collect: photos before anything is moved, the scene details, and the driver / vehicle / insurer information for both parties.
2. Complete the EAS: ideally as a shared, co-signed report with the other driver. Minsas guides both drivers through the same form in their own language.
3. Notify promptly: send the report to your insurer within the time limits set out in your policy.
4. Provide evidence: attach the photos, the sketch, and any relevant documents (registration, policy, licence).
5. Follow up: respond to insurer questions; keep copies of every document you send.

Practical tips

• Keep a copy of everything you send: if a claim takes weeks or months, you will want a trace of what was submitted and when.
• Respond quickly to insurer questions: delays in your response often translate into delays in the claim. Reply even if you cannot answer everything immediately.
• Keep related receipts: towing fees, garage estimates, taxi receipts if the car is undrivable — some of these may be reimbursed depending on your policy.

Related guides

• How to fill the European Accident Statement
• Cross-border accident in the EU: what to do
• Documents and photo checklist
• If the other driver refuses to sign

FAQ

How long do I have to notify my insurer?

Deadlines vary by policy and country. Notify your insurer as soon as possible — ideally within 24 to 72 hours — and follow any time limits set out in your policy. Late notification can complicate or delay a claim.

What should I attach with my claim?

Attach photos of the scene and damage, a clear sketch, the completed EU Accident Statement, and the relevant documents (insurance policy, vehicle registration, driving licence). Add any witness contacts you have.

What information will my insurer typically ask for?

Insurers usually ask for the date, time and location of the accident, both drivers’ and vehicles’ details, the circumstances, the damage, and contact details for any witnesses. The EU Accident Statement is designed to collect exactly that set of facts.

What happens after I send the report?

Your insurer logs the claim and may contact you for further details or an inspection. If the other driver is at fault, your insurer may recover costs from the other driver’s insurer through the standard EU procedures. Respond to your insurer’s requests promptly to avoid delays.

Do I need a paper original of the EU Accident Statement?

Your insurer may accept a clear digital copy (PDF) of a signed report. Some still ask for the original — check your policy or ask your insurer’s claims team if you are unsure. Keep your own copy until the claim is settled.