Auto Claims FAQ

I just had an accident! What do I do now?

Move to a safe location if you or your car is creating a safety hazard, or if you're concerned with your safety. Do not leave the scene of the accident. Call the police and follow their instructions. Call 911 if there are any injuries. 
In minor accidents, the police may instruct you to exchange information and then contact your insurance company. Do not discuss who is at fault with other parties. You should share your driver’s license number, that you are insured with Patrons Oxford, your policy number, and our telephone number (1-800-542-7032). Collect as much information as you can about the other drivers.

Do I need to obtain my police report before filing a claim?

No, you can file a claim without having your police report. We will take the claim information that you have, then obtain your police report when it's available and gather the other party's information for you.

How do I report my auto claim?

There are two easy ways to report your claim. You can call your insurance agent during normal business hours. If you are unable to contact your agent, you can call 1-800-542-7032 and speak to a New Claim Representative or by reporting a claim online. This service is available 24 hours a day, 7 days a week.

I have reported my claim. What happens next?

Our goal is to provide you with excellent claims service. 

We will assign an Auto Claims Representative to handle your claim. You can expect a call from your representative within one business day of your report to us. They will ask you how the accident happened and possibly take a recorded statement from you. Your Representative will make sure that you understand the coverage you have on your policy and help you get back on the road as quickly as possible.

How do I get my car fixed?

If you purchased coverage for damage to your vehicle, we will likely have a Vehicle Damage Appraiser inspect your damage. Your representative will discuss this process with you. If you car is repairable, you may take your car for repair to a repair facility of your choice for their inspection.

Who decides if my car is a total loss?

The appraiser will make that determination based upon the extent of the damages and the current value of your car. The pre-loss condition, the age, and mileage are all factors. The auto claim representative will explain to you exactly how we valued your car. We will dispose of your car for you, unless you choose to retain it.

How soon can I get a rental car?

If you purchased coverage for damage to your vehicle, you can rent a vehicle for that period of time reasonably required to repair or replace the vehicle. If your car is safe to drive, you can rent a vehicle as soon as your car is ready to be repaired at a shop. If the car is not safe to drive, you may rent a vehicle as soon as you need to. In either case, the policy provides coverage limits of $20 per day up to a total limit of $600. You may have also purchased increased limits. The Auto Claim Representative will also review this with you.

Should I purchase additional insurance for my rental car?

When renting due to a loss, your personal auto policy extends most of the same coverage to you for your rental vehicle. The cost of collision damage waiver, or additional insurance, is not covered under your policy. However, it is your choice whether or not to purchase this coverage.

What if I am injured?

You are encouraged to seek the proper and necessary medical treatment. Your claims representative will send you forms to complete that must be returned to Patrons Oxford as soon as possible. Medical bills should be forwarded to us for consideration.

Who determines fault for the accident?

Using the rules of the road, local laws and statutes, your Auto Claims Representative will review all of the evidence submitted and make a decision as to who is responsible for the accident. Your description of the accident, the police report, photos of the vehicle damages and the accident location are all useful in making a fair determination of fault.

Will I have to pay a deductible?

It depends. All of Patrons Oxford policies provide for a waiver of deductible under certain pre-determined criteria's. The auto claim representative will inform you if you qualify for a waiver.

How long will this process take?

We strive to resolve your claim within two weeks. However, much of that depends on how much information we are provided and the severity of the accident.