Claims Auto Frequently Asked Questions

To file a claim, choose one of these options:

• Contact your agent during business hours
• Call a local ERIE office near you during business hours
• File your claim online
• Call the After Hours Claims Service at (800) 367-3743 during weekends and 5:30 p.m. to 8 a.m. on weekdays
• File an auto glass claim by calling ERIEGlass^sm at (800) 552-ERIE, 24 hours a day, seven days a week. (Damage to a vehicle, except for glass, should be reported to your agent or local Erie Insurance office.)

Your claim representative will work with you to identify the information needed during the claim process, but it is helpful if you can tell us:

• When the accident occurred (date, time)
• Where the accident occurred (be as specific as possible)
• How the accident happened
• What kind of vehicle or vehicles were involved (including the year, make and model)
• A description of each vehicle's damage
• The names and contact information of those involved in the accident
• The names and contact information of anyone who witnessed the accident
• If the police were contacted

A claims representative will be assigned to your claim and will contact you, usually within 24 hours of your report. Your claims representative will explain the claims process and steps involved, discuss what your insurance policy covers, and answer any questions you may have.

In general, you should file a police report if someone is injured, damage is extensive or if your vehicle cannot be driven, your vehicle/contents are stolen or you feel that you otherwise need police assistance. Requirements for filing a police report vary by state. Check with your police department for state-specific procedures.

Unfortunately we can’t answer these questions directly because there are so many factors that go into determining each answer, such as your policy coverage, claim history, driving record, loss type and length of time you have been insured with Erie Insurance.

It’s a good idea to discuss your questions or concerns with your agent.

Because each claim is unique, the claim handling process varies.  Below are the typical steps your claim will go through after you report it: 

• Investigation of the Facts
• Evaluation
• Inspection and Estimation of Damages
• Completion of the Claim Process

If you purchased Transportation Expense, which is an optional coverage, the cost of a rental vehicle would be covered up to the limits provided in your policy. You can rent a car from the rental agency of your choice, or you can ask your claim representative about renting a vehicle through Enterprise Rent-A-Car®, which provides Erie Insurance customers with pre-negotiated rates and the opportunity for special services such as direct billing and delivery of the vehicle to you. Keep in mind that rental coverage can vary by state and the specific coverage you purchased. Your claims representative will be able to provide you with information on your rental coverage or set up a rental.

Depending on your situation and location, your vehicle may be inspected through an Erie Insurance Drive-In Claim Center, Direct Repair Facility (DRP) or a Field Inspection.  

Drive-In Claim Service
Erie Insurance’s Drive-In Claim Centers are staffed by Erie Insurance claims representatives trained to inspect your vehicle and prepare repair estimates.  While auto inspections are made by appointment only, they usually only take about 30 minutes.  If your vehicle is safe to drive, you may be able to schedule a vehicle inspection at one of our convenient locations. 

Direct Repair Program (DRP)
The DRP consists of independent repair shops and dealerships across our operating regions approved by Erie Insurance. If your vehicle is not safe to drive, Erie Insurance may be able to arrange to have your vehicle towed to the selected DRP shop.  With DRP, there is no need for a claim representative to estimate the damages.  The estimates and repairs are performed by the repair shop.  The DRP will provide you with a qualified repair shop. Approved DRP shops also offer Erie Insurance policyholders a lifetime guarantee on workmanship. Your repair shop may be a participant in Erie Insurance’s DRP program. Talk to your claim representative about using Erie Insurance’s DRP program to repair your vehicle.

Field Inspection
If your vehicle is not safe to drive, you do not wish to use Erie Insurance’s Drive-In Claim Center or a DRP shop, or your claim is not suitable to handle via a drive-in or DRP shop, a claim representative will come to your vehicle’s location to inspect and estimate the damages. 

Direct Repair Program (DRP)
The DRP consists of independent repair shops and dealerships across our operating regions approved by Erie Insurance. If your vehicle is not safe to drive, Erie Insurance may be able to arrange to have your vehicle towed to the selected DRP shop.  With DRP, there is no need for a claim representative to estimate the damages.  The estimates and repairs are performed by the repair shop.  The DRP will provide you with a qualified repair shop. Approved DRP shops also offer ERIE policyholders a lifetime guarantee on workmanship. Your repair shop may be a participant in Erie Insurance’s DRP program. Talk to your appraiser about using Erie Insurance’s DRP program to repair your vehicle.

Repair Shop of Your Choice
If you prefer not to use or are not eligible to use Erie Insurance’s Direct Repair Program, you may use the repair shop of your choice once your vehicle has been inspected and your estimate has been approved.

ERIEGlass^SM Program
If you have damage only to your vehicle’s window glass, you have the option of taking advantage of the Erie Insurance’s glass program. Our glass claim service will connect you with the glass shop of your choice, or help you find a repair facility affiliated with ERIEGlass. Your glass claim representative will process the paperwork and even help you schedule a convenient windshield repair or replacement appointment with an affiliated glass shop.

Paintless Dent Repair
Appropriate for small dents and almost all hail damage where the paint is not damaged, paintless dent repair is a great option. Using this method, you can retain your vehicle's original factory finish and warranty. Minor repairs, such as a door ding, can take anywhere from 20 minutes to half a day. Some repairs can be handled by a mobile unit at your home or business. If needed, Erie Insurance can recommend auto repairers who specialize in paintless dent repair.

Total Loss
In order to determine whether your vehicle is a total loss, an Erie Insurance claims representative will have to inspect the vehicle. If the vehicle cannot or is not to be repaired after that inspection, we will settle your claim on a total loss basis.

If you have questions not answered here regarding your claim, it is best to contact your claim representative. If you do not have your claim representative’s name or phone number, contact an Erie Insurance office near you for assistance.