• What should I do in an accident?

    You can access our accident checklist via the mobile app in “Accidents & claims” under the main menu. Here's a summary of what you should do:

    Safety first
    If there are any injuries or property damage, call 911 immediately. Even if no one is hurt, you should always contact the police and file an accident report. You might need it when you file certain claims.

    Keep calm
    After making sure everyone is safe, it's important to remain calm and stay focused on documenting the accident. Don't admit fault. An investigation may later show you were not responsible.

    Exchange information
    Document the following:

    • Names and insurance information for each driver involved in the accident,
    • Vehicle information for each car involved in the accident,
    • Names and addresses of any witnesses, and
    • Names and badge numbers of police officers and investigators.

    Document everything
    Take photos of the accident scene and all vehicle damage, even if it's not yours. Document any contributing factors to the accident, such as obscured traffic signs or debris. Note what happened as soon as possible. If you can, draw a diagram to recreate the scene.

    Report your claim
    Use the Pact app to upload all your notes and photos. A claims rep will be assigned within 24 hours.

  • What do I do if I need transportation after my car is damaged in an accident?

    If you have Flexible Transportation Coverage, you can rent a car or rideshare with Lyft or Uber, and we'll cover the transportation costs up to the limits shown on your Coverage summary, available under “Policy documents” on the Menu tab in app.

    All you need to do is submit your receipt(s) for reimbursement. The reimbursement will be handled by the adjuster assigned to your claim. You can email your receipt(s) to the adjuster. Once the receipts are approved, we'll send you the reimbursement.

    If you have any questions regarding the coverage or the how to submit receipts, your claims adjuster assigned to your claim is available to help answer any questions.

  • How do I file a claim?

    If you are covered by a Pact auto insurance policy, you can file a claim:

    • In app: In the Pact app, under the “Menu” tab, click “File a claim” and follow the instructions to submit a claim 24/7/365. Upon submission, a claims representative will be assigned within 24 hours.
    • By phone (855) 722-8170: The Pact Claims team is available 24/7.
  • How does the claims process work?

    The claims process is initiated as soon as you report an accident. An adjuster (person who investigates and handles claims) will be assigned to you, and they will be your representative throughout the claims process.

    Your claim will now go through three stages:

    Reported — You've completed the form in the app, and it's being assigned to an adjuster.

    Pending — Your adjuster is investigating the accident and working with all parties involved to determine who was at fault. Your adjuster may also:

      • Contact you for more information,
      • Inspect the damage to your vehicle, and/or
      • Ask you to take the car to a certified repair shop that will perform the inspection.

    After the investigation, your adjuster will evaluate the facts. If another driver is determined to be at-fault, you will need to work with the other driver's insurance company to receive settlement of a claim. Otherwise, your adjuster will authorize any initial payments based on your situation and your coverages.

    Closed — The adjuster will authorize any final payments. You’ll then be able to sign a release to accept payment for the claim.

  • How do I request roadside assistance?

    Roadside assistance is on-demand with Pact. On the “Menu” tab in the Pact app, tap “Request roadside assistance” and follow the steps.

  • How do I get reimbursed if I use different roadside assistance?

    Should you use non-Pact roadside assistance and roadside is covered in your policy, you should email the receipt to help@pactinsurance.com and Pact will verify your claim and send you a check. 

  • I was contacted by someone's attorney regarding an accident, what should I do?

    You are not required to speak with anyone else's insurance company or their representatives. If they contact you, give them the phone number of your claims adjuster.