When you get into a car crash, the last thing you want is to be stressed by the claims and repairs process. At MAPFRE Insurance, we work with you to get you back on the road as soon as possible.
If you do get into an accident, first check to see if anyone is hurt and if so, get them medical assistance immediately. Regardless of what kind of accident it is – major or minor – make sure you call the police so that you have a report of the incident. When the accident involves another driver(s), make sure you exchange your license, registration and insurance information as this will all be needed for your claim.
The next thing you should do is report the accident as soon as you can by submitting the claim online or by calling us directly at 1-800-221-1605. Our 24-hour claim reporting line is available 7 days a week. Once you have reported your claim, a representative who specializes in auto claims will contact you during normal business hours.
During the reporting of your loss, our team will ask you a series of questions to help us determine whether your vehicle is likely a total loss. If we determine that the vehicle is probably a total loss, we will offer our Early Tow Program, designed to get you into your replacement vehicle an average of three days faster than the standard process.
During this time, we will ask permission to move the vehicle to our cost-free facility. (This in no way transfers possession to us. You and or your lienholder still own the car.)
You will also be asked to:
- Remove your plates, registration, and personal items from the vehicle.
- Leave all keys and remotes to the car with the shop or tow yard.
- Sign or give a verbal release allowing MAPFRE to pick up the car from the tow yard.
Step 1: Appraisal
A MAPFRE Insurance Representative will then talk with you and make suggestions for the best way to get your vehicle inspected and begin the repair process. These options may include:
- CAR EZ Program: MAPFRE’s optional CAR EZ Program offers customers a simple start-to finish, guaranteed appraisal/repair program.
- ePICS: ePICS is a service MAPFRE offers that allows our customers to take their own photos and submit them online. In many cases, this eliminates the need of waiting for an appraiser to come inspect the damaged vehicle.
- Field Assignment: A licensed appraiser will be sent directly to you to inspect your vehicle.
Step 2: Repair Shop
Once you receive your appraisal, you have a few options when selecting a registered repair shop. If you choose the CAR EZ Program, you will have the choice of conveniently located repair shops, the priority scheduling of repairs, and direct payment from MAPFRE Insurance to the CAR EZ repair shop.
Both MAPFRE CAR EZ Express Repair Shops and MAPFRE Preferred Repair Shops will perform the repair work listed on our appraisal for the amount we pay you plus your deductible amount. We also guarantee the quality of repairs performed by those shops.
Customers do have their choice of picking any registered repair shop, however, MAPFRE cannot guarantee the quality of the repairs.
Step 3: Rental
If you purchased substitute transportation coverage as an added coverage with your auto policy and your vehicle is not drivable during your repair process, your claim representative will assist you in authorizing a rental vehicle with Hertz. If you don’t have substitute transportation coverage, affordable rates are available via Hertz for MAPFRE customers.
When you select the CAR EZ program, your rental arrangements will be taken care of for you if you have substitute transportation coverage as part of your existing car insurance policy.
Step 4: Completion
If your vehicle is repairable, you can normally expect payment within 5 to 7 days after your appraisal is received. The entire process will normally take 7 to 12 business days from the date you first reported the accident.
If you chose the CAR EZ Program, repairs will be paid directly to the shop and guaranteed by MAPFRE for as long as you own your vehicle. If your repair was completed outside of the CAR EZ network, your shop will supply you with a form to allow MAPFRE to pay them directly.
Whichever option you choose, if a deductible applies to your coverage, you will be responsible for paying those funds to the repair shop.
If you’re not a MAPFRE customer yet or if you had a bad claims experience with your current insurance carrier, contact an independent agent in your state or if you live in Massachusetts, you can get a fast, free quote today to see how much you can save on your auto insurance!
Frequently asked questions about total losses
When is my car considered a total loss?
Your car is considered a total loss (totaled) when the cost to repair the vehicle exceeds its current value.
How is the value of my car determined?
MAPFRE works with a third-party to help determine the actual cash value of your car. The value of your vehicle is determined by a variety of factors like its pre-loss condition, age, make, model, and mileage. Also taken into consideration is the value of a vehicle of a similar type and the price paid for the vehicle.
What happens if I still have a loan or lease on my car?
Depending on the lender, if the actual value of your car is less than what you owe on your loan or lease, then you may still owe the balance.
Having gap insurance will typically cover the difference between what your vehicle is currently worth and the amount you actually owe on the loan or lease.
What paperwork is needed before payment can be issued?
Before payment can be issued, MAPFRE needs the title of the vehicle. If you hold the title, you must fill in the odometer disclosure statement and sign the title before sending it to us.
If the title is with your lender, MAPFRE will reach out to them. Keep in mind, requirements differ by states and there may be additional steps.
What happens to my car if it's determined a total loss?
After your car is determined a total loss, you will need to advise the repair shop or tow yard that you would like to release your vehicle to MAPFRE. This timely permission to move the vehicle will help reduce out-of-pocket costs.
During this time, you should also remove all personal belongings from the vehicle and take off the license plates.
Why do you need to take my car and where are you taking it?
While we usually cover up to $35 per day of storage at shop or tow yard, those fees can add up quickly. That’s why MAPFRE takes it to a storage-free facility. If you don’t want to allow MAPFRE to move your car, you may be responsible for the additional storage fees.
What if I decide to keep my car?
MAPFRE has the right to take your vehicle in settlement of a total loss under the terms and conditions of your auto policy. If we decide to allow you to retain the vehicle, it will be returned to you from the salvage yard once the claims process is complete. Once a car is totaled you will still need to have it repaired and pass inspection. You will need to apply for a salvage or rebuilt title that identifies the car as having been a total loss. Many insurance companies will not cover a salvaged vehicle it’s challenging to accurately assess the true condition of the vehicle.
