The General Insurance Claims: How to File a Claim
To file an auto insurance claim with The General, existing policyholders can use the official claims website, The General mobile app, or the 24/7 new-claim phone line at 1-800-280-1466. A person who is not insured by The General may also be eligible to submit a third-party claim online. Save the claim number, document the accident carefully, and verify coverage before authorizing expenses.
This quote form is separate from The General claims process. Use it only if you want to compare future auto insurance options with matching drivers, vehicles, limits, deductibles and effective dates.
QuotesAutoInsurance.org is independently operated and is not The General or its claims department. This form does not report, update or manage a claim and does not guarantee a carrier, premium, coverage or policy.
How to File a Claim with The General
Use The General's official claims page to start a new insured claim, check an existing claim, or determine whether you can file a third-party claim. The official page also lists the current claims phone number and contact methods for existing claims.
The General says a new claim can be reported by phone 24 hours a day, 7 days a week at 1-800-280-1466. Existing policyholders can also file or review claims through The General mobile app. The app supports starting a claim, viewing current claims, taking photographs, adding incident details and submitting them.
Before reporting a loss, protect people first. Move to a safe place when possible, call emergency services when anyone may be injured or the scene is hazardous, and follow applicable accident-reporting laws. Do not delay emergency care in order to take photographs or collect insurance information.
The General Claims Department Contact Information
The General currently lists the following contact information for its claims department. Contact details can change, so use the official claims or contact page to confirm them before sending sensitive or time-critical documents.
| Claims contact | Current information | When to use it |
|---|---|---|
| New claim phone | 1-800-280-1466 | Report a new claim 24 hours a day, 7 days a week. |
| Existing claim hours | Monday-Friday, 8 a.m.-5 p.m. local time | Questions and follow-up on an existing claim. |
| Official claims page | Confirm the current claims email on the official page before sending documents. | |
| Fax | 1-833-464-9908 | Claim documentation when fax is requested or appropriate. |
| PO Box 8001, Stevens Point, WI 54481-9820 | Claim correspondence that must be mailed. |
The General instructs claimants to include the claim number on all correspondence. Avoid sending information to an email address or mailing address found in an old forum post or third-party directory when the current official contact page is available.
Information to Collect Before Reporting the Claim
The General's published claims guidance identifies the accident location, date and time, the other driver's contact and insurance information, the other vehicle's make and model, police-report information when available, and responding-officer information as useful claim details. A more complete claim file can also include photographs, witness contacts, towing records and expense documentation.
Policy number, named insured, driver, phone, email, vehicle and preferred contact method.
Date, time, exact location, direction of travel, road conditions, weather and a factual description of what happened.
Names, contact details, license plates, vehicle information, insurer and policy information when available.
Agency, report number, officer names or badge numbers and independent witness contact details.
Vehicle positions, damage, plates, roadway, signs, traffic controls, debris, weather and surrounding property.
Towing, storage, repair estimates, rental receipts, medical treatment and other documented accident-related costs.
The General Auto Insurance Claim Process Step by Step
The exact process depends on the accident, policy, state, injuries and coverage issues, but a typical auto claim moves from first notice of loss through investigation, vehicle evaluation and a coverage or liability decision.
| Claim stage | What generally happens | What to verify |
|---|---|---|
| 1. First notice of loss | The loss is reported online, through the app or by phone and a claim number is created. | Claim number, accident date, location, vehicles, drivers, injuries and contact information. |
| 2. Initial claim review | The insurer reviews the reported facts, policy, parties and immediate vehicle needs. | Assigned contact, coverage under review and instructions for towing, storage, rental or inspection. |
| 3. Investigation | A claims handler or adjuster may collect statements, photographs, police information, witness information and other records. | What documents remain outstanding and when the next status update is expected. |
| 4. Damage evaluation | The vehicle may be inspected and repair cost or total-loss value may be evaluated. | Estimate, parts assumptions, supplements, deductible, vehicle value and repair authorization. |
| 5. Coverage and liability decision | The policy terms and available evidence are applied to the reported loss. | Written explanation of any limitation, reservation, partial payment or denial. |
| 6. Repair or payment | Covered amounts may be paid to a claimant, repair facility, lienholder, medical provider or another party. | Payee, deductible, lienholder, release language, taxes, fees and unresolved supplements. |
How to Work with The General Claims Adjuster
The General's consumer claims guidance says an adjuster typically contacts a claimant within a few days, although actual timing can vary. Save the adjuster's name, direct contact information, claim number and any promised follow-up date.
Answer factual questions carefully and keep a dated communication log. When additional damage, injuries, witnesses, storage charges or repair supplements appear, report them promptly through the requested channel. Keep a copy of every document you send and note when and how it was submitted.
Vehicle Inspection, Repairs and Total-Loss Review
A vehicle can be inspected in person, through photographs or through repair-facility documentation depending on the claim. An initial repair estimate can change when hidden damage is discovered, so ask how supplements should be submitted before additional work is performed.
Review the written estimate rather than only the bottom-line amount. Check labor, parts, repair procedures, deductible and any items excluded from the estimate. If the vehicle may be a total loss, review the valuation for the correct VIN, trim, mileage, condition, equipment and comparable vehicles.
When a lender or lessor is involved, ask how payment will be issued and whether the lienholder must be included. A total-loss settlement, repair payment and deductible do not work identically in every claim, so confirm the written claim-specific calculation.
Rental, Towing, Storage and Deductibles
Rental reimbursement, roadside assistance, towing and storage are not automatically included in every policy. Whether an expense is covered can depend on the purchased coverage, cause of loss, limits, daily or total maximums, approved vendors, repair time and liability determination.
A collision or comprehensive deductible is generally the policyholder's share of a covered loss under that coverage. The deductible may be subtracted from a payment or collected through the repair process. A third-party liability claim can operate differently, so ask which insurer and coverage are handling each expense.
How Long Does a Claim with The General Take?
There is no single settlement timeline for every The General insurance claim. A straightforward property-damage claim may move faster than a loss involving injuries, disputed responsibility, multiple vehicles, missing records, hidden damage, coverage questions or total-loss valuation.
The General's claims information notes that some straightforward claims can be resolved quickly, while more complicated claims require additional investigation. State claims-handling rules can also affect acknowledgement, communication, investigation or payment requirements.
Instead of relying on a generic number of days, ask what remains outstanding, who is responsible for the next action and when the next update is expected. If the stated date passes, request a status update and record the response.
How to File a Third-Party Claim with The General
If you are not insured by The General but believe a driver insured through The General was responsible for your loss, the official claims page may allow you to file a third-party claim. A third-party claimant should be ready to identify the accident, involved vehicles and drivers, available insurance information and supporting evidence.
Filing a third-party claim does not by itself establish liability or guarantee payment. The insurer still evaluates coverage, facts, responsibility, damages and applicable law. Keep your own insurer informed when required or when you need guidance about collision coverage, medical coverage or time-sensitive claim obligations.
What to Do After a Partial Payment or Claim Denial
Ask for the decision in writing and identify the policy term, evidence, deductible, limit, exclusion, valuation or liability finding used. Compare the explanation with the declarations page, endorsements, repair estimate, photographs, police information and other records.
If factual information is missing or incorrect, submit corrections through the instructed claims channel and include the claim number. Relevant evidence can include a revised estimate, appraisal, receipt, photograph, medical record, witness statement, police supplement or proof of vehicle equipment.
When a dispute remains unresolved, review any policy-based reconsideration or appraisal procedures that apply. Consumers can also contact their state insurance department for information about complaint procedures. Legal deadlines can apply, especially when injuries or litigation are involved.
The General Insurance Claim Checklist
| Checkpoint | What to verify |
|---|---|
| Official reporting channel | The claim was reported through The General's official website, app or phone process. |
| Claim number | The number is saved and included on all later correspondence and documents. |
| Reported facts | Drivers, vehicles, injuries, witnesses, date, time, location and accident description are accurate. |
| Coverage | The policy, limit, deductible, exclusion and optional coverage under review are understood. |
| Vehicle handling | Towing, storage, inspection, repair authorization, shop selection and supplement procedures are clear. |
| Payment | Estimate, valuation, deductible, payee, lender, taxes, fees and unresolved items are understood. |
| Communication | Calls, emails, documents, deadlines and status updates are recorded in a dated claim log. |
Related The General and Auto Insurance Guides
FAQ About The General Insurance Claims
Existing policyholders can file a new claim through The General's official claims website, The General mobile app, or by calling the new-claim line at 1-800-280-1466. Save the claim number after reporting the loss.
The General currently lists 1-800-280-1466 for its claims department. New claims can be reported by phone 24 hours a day, 7 days a week. Confirm current contact information on the official claims page.
Yes. The General's official claims page lets existing policyholders start a new claim or view an existing claim. A person not insured by The General may also be eligible to file a third-party claim online.
Yes, The General's official claims page provides a third-party claim option for people who are not insured by The General when they are eligible to make a claim involving a The General insured.
Prepare the policy number when applicable, accident date, time and location, driver and vehicle details, other party's insurance information, photographs, witness contacts, police-report information when available, and injury or towing details.
Yes. The General says its mobile app allows policyholders to start a new claim, view current claims, take photographs, provide incident details and submit them.
There is no single timeline for every claim. Timing depends on coverage, accident complexity, injuries, liability, documentation, vehicle inspection, repair issues, state requirements and whether more investigation is needed.
The General publishes its current claims email on the official claims page. For mailed claims correspondence, the page currently lists PO Box 8001, Stevens Point, WI 54481-9820. Include the claim number on correspondence and confirm current contact details before sending documents.
A deductible can apply to a covered collision or comprehensive loss depending on the purchased policy and coverage. Liability and third-party claims work differently, so confirm the deductible and payment calculation for the specific claim.
Request the decision and basis in writing, review the relevant policy terms and evidence, correct factual errors, and submit supporting documents through the instructed channel. State insurance complaint procedures or policy review provisions may also be available.
Bottom line: report the loss through an official The General claims channel, preserve evidence, save the claim number, verify coverage before incurring expenses and review estimates, deductibles, valuation and payment details in writing. Use the official claims page for current contact information and claim access.