Commercial auto claims FAQs

Commercial auto claims information

Phone with FAQ copy

Protecting your fleet is an important part of your business. Below is a list of frequently asked questions to help address inquiries you may have about your commercial auto claim. If you have any additional questions, please contact your claims specialist.

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  • ​What should I do if I am in an accident?

    If your vehicle is safe to drive, move it to a safe location and if needed, contact police and fire departments. Remain calm after the accident and when speaking to other involved parties and avoid discussing fault. Collect and exchange information with other drivers, including drivers’ licenses, witness information, and insurance details. If safe to do so, use your mobile device to take photos of the damage to all vehicles and the location of the accident.

  • How should I report my claim?

    Call us at 1-800-362-0000 to report your claim and have your policy number available which can be found on your insurance identification card. We’ll ask for details of the accident and the vehicles and drivers involved. It’s important to report your accident, and any other commercial auto claims made against your business, as soon as possible.

  • What should I expect from the claims process?

    We will contact you and anyone else involved in the accident to obtain the information we need to investigate your claim, including any details you were able to collect immediately following the accident. In some cases, we may ask for a recorded statement to capture the details of the loss. While the amount of time it takes to process a claim varies, our goal is to resolve yours as quickly and professionally as possible.

  • How do you determine who is at fault for the accident?

    Your claims representative will complete an investigation and review all the facts to determine which party is at fault for the accident.

  • What are my options for vehicle repairs?

    While the choice of repair shop is always yours, there are significant benefits in choosing a Guaranteed Repair Network shop where available in your area. Our Guaranteed Repair Network* is a partnership program between Liberty Mutual Insurance and selected collision repair facilities that meet stringent industry standards. Each shop in our network commits to providing the highest-quality repairs and excellent customer service.

    * Guaranteed Repair Network only available for private passenger vehicles
  • ​What are the benefits of using a Guaranteed Repair Network repair shop?

    If you choose to use a shop in our Guaranteed Repair Network*, Liberty Mutual will guarantee the repairs for as long as you own the vehicle. You will also receive priority status to get you back on the road as quickly as possible. Direct payments from Liberty Mutual to the shop also make the process seamless.

    * Guaranteed Repair Network only available for private passenger vehicles
  • What if I choose to use a different repair shop?

    If you prefer, you may also select a repair shop of your own. The repair shop you choose will prepare an estimate of your vehicle’s damage. We will need a copy of the estimate to process your claim and some claims may require an inspection by an appraiser. Liberty Mutual will not provide the same guarantee of repairs as with our Guaranteed Repair Network* facilities.

    * Guaranteed Repair Network only available for private passenger vehicles
  • What if additional damage is found after the initial estimate?

    It is not unusual for repair shops to discover additional damage once they start work. If this happens at a Guaranteed Repair Network shop, we will work directly with the shop to ensure repairs continue without interruption. We will also work with shops outside of our network to get an updated estimate and reach an agreement on needed repairs. Some additional damage may require another inspection by an appraiser.

  • ​What if I need a rental vehicle?

    If you added rental coverage to your policy, your claims representative can assist you in obtaining a rental car through Enterprise Rent-a-Car for a reasonable amount of time while your vehicle is being repaired. Though Enterprise is not the only rental car company you can use, we have negotiated preferred rates with Enterprise and it can also accept direct billing up to your applicable coverage limit. Make sure to discuss your coverage and the potential of obtaining a comparable vehicle with your claims representative.

  • What if my vehicle is considered a total loss?
    Generally, a vehicle is considered a total loss when the cost of repairs exceeds the value of the vehicle. There are a number of factors which must be considered in evaluating a total loss including mileage, pre-loss condition, prior damages, and your local market area. If your vehicle is a total loss, you will be provided with an itemization of the evaluation.
    A specialist will contact you and explain the process further. In order to expedite the process, please locate the title to your vehicle. If you have a loan on your vehicle, be sure to provide this information to your total loss specialist. Depending where your vehicle is located, we may ask for your permission to move it to preferred partner storage facility in order to expedite the settlement process and avoid incurring unnecessary expenses.
  • How are payments processed?

    The payment process for vehicle repairs can differ based on the type of claim and whether you own or finance your vehicle. Payments for repairs can also be made directly to the repair shop.

  • I wasn’t at fault for the accident. What happens to my deductible?

    Deductibles vary by policy. If your policy has a deductible, you are responsible for paying it regardless of fault. Liberty Mutual will pay for covered damages beyond the deductible. Liberty Mutual may seek reimbursement from the other driver or his insurers if he is found responsible for the damage to your property. After our subrogation department conducts an investigation, you may receive a reimbursement for some or all of your deductible. Please contact your claims representative with any questions on this process.

  • ​What if I am injured and require medical treatment?

    If injuries are covered within your policy, we will work directly with your healthcare provider to make sure your medical bills are paid in a timely manner.

This website is intended to be informational. Descriptions are provided only as a summary outline of the products and services available and are not intended to be comprehensive and do not constitute an offer to sell or a solicitation. The products and services described may not be available in all states or jurisdictions. See your policy, service contract, or program documentation for actual terms, conditions, and exclusions. Any inquiries regarding the subject matter set forth herein should be directed through licensed insurance professionals.

Coverage and insurance are provided and underwritten by Liberty Mutual Insurance Company or its affiliates or subsidiaries. When we offer insurance products, we will state clearly which insurer will underwrite the policy. Some policies may be placed with a surplus lines insurer. Surplus lines insurers generally do not participate in state guaranty funds and coverage may only be obtained through duly licensed surplus lines brokers.