A motor claim is either for your own vehicle (own damage or theft, under a comprehensive or own-damage policy) or for harm caused to someone else (third party). Own-damage claims go through a survey of the damage; third-party claims for injury are decided by the Motor Accident Claims Tribunal or a settlement.
Last reviewed on 18 October 2026. Exact requirements depend on your policy, the insurer and the rules in force.
Who this guide is for
- Owners of cars, two-wheelers and commercial vehicles with a valid policy
Step by step
- Make sure everyone is safe and get medical help first.
- Inform the police where required (theft, injury, death or third-party damage) and keep the report.
- Report the claim to the insurer as soon as possible and note the claim number.
- Do not start repairs before the surveyor inspects the vehicle, unless the insurer allows it.
- Choose a network garage for cashless repair or another garage for reimbursement.
- Check the settlement: depreciation, deductibles and items not covered are listed.
Documents commonly asked for
| Document | Why it is needed |
|---|---|
| Policy number or copy | Identifies the cover. |
| Registration certificate (RC) of the vehicle | Proves ownership and vehicle details. |
| Driving licence of the person driving | Shows the driver was licensed. |
| Police report (FIR) for theft, injury or serious accidents | Needed for theft and third-party injury claims, and often for major damage. |
| Repair estimate and final bills | Basis of the survey and payment. |
| Photos of the damage and the scene | Help the surveyor assess the claim. |
The insurer may ask for fewer or other documents depending on the case.
Common mistakes
- Moving or repairing the vehicle before the survey without the insurer's consent
- Driving without a valid licence or under the influence, which can void the claim
- Reporting a theft late to the police or the insurer
What the rules say
- For a general insurance claim, the insurer is to appoint a surveyor within 24 hours of the claim being reported, the surveyor is to report within 15 days, and the insurer is to decide within 7 days of the report. Motor losses of ₹50,000 or more need a licensed surveyor. [1]
- No general insurance claim is to be rejected only for want of documents; customers are asked only for documents directly related to the claim. [1]
Rules referred to
- IRDAI Master Circular on Protection of Policyholders' Interests, 2024 (IRDAI/PP&GR/CIR/MISC/117/9/2024, 5 September 2024)
Complaint handling, claim timelines for life, health and general insurance, Ombudsman awards.
Finobazaar read published copies of these rules on 19 October 2026. Rules change: check the current text on irdai.gov.in or with your insurer.
Important limitations
- Third-party injury claims follow the legal process of the Motor Accident Claims Tribunal.
- This guide explains the usual process; it does not replace your policy wording or the insurer's instructions.
- Following these steps does not guarantee that a claim will be paid.
Official resources
- IRDAI policyholder website (opens in a new tab)IRDAI's site for policyholders: consumer education and how to complain.
- How to make a complaint (IRDAI) (opens in a new tab)Complain to the insurance company first. If it does not resolve the complaint within two weeks, or you are not satisfied, escalate to IRDAI.
- Bima Bharosa – IRDAI grievance portal (opens in a new tab)Register and track a complaint against an insurer after you have complained to the insurer.Toll-free 155255 or 1800 4254 732; email complaints@irdai.gov.in. IRDAI accepts complaints from the policyholder or claimant, not from agents or other people writing for them.
Addresses checked on 19 October 2026.
Related
- Motor insurance claim: document checklistDocuments commonly asked for in own-damage, theft and third-party motor claims.
- Claim rejected? Complaints and the Insurance OmbudsmanHow to challenge a rejection or short payment: insurer, IRDAI's Bima Bharosa and the Ombudsman.
- Renewing an insurance policyGrace periods, keeping your benefits and what to check before you renew.