wise-vole-1825/12/2026

Filed claim with at-fault driver's insurance 6 days ago — zero contact, car is undrivable. Normal??

So I was rear-ended at a red light last week. Completely not my fault — there were two witnesses and everything. The other driver admitted it on the scene. I filed a claim with their insurance the same day and got an automated confirmation email, and that's been the absolute extent of communication.

My car has been sitting in front of my house ever since. I can't drive it — the rear end is crunched and I think something's off with the frame. I've been bumming rides to work all week, which is getting old fast.

I've called their insurance line three times now. First call I sat on hold for 40 minutes before hanging up. Second call someone picked up and basically said "your claim is in the queue" and couldn't tell me anything else. Third call this morning — the rep literally said she couldn't even confirm who my adjuster was yet.

I understand these things take time, but I also can't just sit here with no car indefinitely. A few things I'm wondering:

Is a week of no real contact actually normal, or am I being strung along?
At what point should I loop in my own insurance even though I'm not at fault?
Should I be documenting this lack of communication somewhere?

I've never dealt with anything like this before and I genuinely don't know if I'm being patient or being a doormat. Any advice from people who've been through this would be really helpful. I'm trying not to spiral but it's hard when you feel like you're just being ignored.

8 replies

Most helpful first

mellow-wolf-0375/12/2026
Ugh, this was almost exactly my situation about a year ago. The other driver was 100% at fault and I still sat in limbo for over a week before anyone from their insurance actually called me with something useful. What finally worked for me was calling my OWN insurance and asking them to help move things along. They basically lit a fire under the other carrier on my behalf. Don't feel like you have to fight this alone just because it wasn't your fault.
- quick-dove-5175/12/2026
  Not legal advice, but if you're getting nowhere with the other driver's carrier, consulting a personal injury attorney sooner rather than later can actually take all of this off your plate — most handle the insurance communication for you, and many work on contingency so there's no upfront cost. At minimum, a free consult might help you understand your options. The fact that liability seems clear here is a good sign.
clever-bison-7345/12/2026
That "in the queue" response is such a stall tactic. They do this on purpose — the longer you wait without a rental or a settlement, the more desperate you get, and desperate people accept lowball offers. Start a log RIGHT NOW: write down every call, the time, how long you held, the rep's name if you got one, and exactly what they said. That paper trail matters more than people realize.
humble-marten-0545/12/2026
Honestly? A week with no assigned adjuster isn't unusual at some carriers, especially if they're understaffed or the claim volume is high. That said, you absolutely have the right to escalate. Ask specifically for a supervisor or a claims manager — not just whoever answers the phone. Also ask for the direct extension or email of your assigned adjuster once one is assigned. Reps on the main line often can't do much, but supervisors can sometimes push things into motion faster.

Also, if your policy has collision coverage, using your own insurance to handle the repair and then subrogating against the at-fault driver's carrier is a totally legitimate path. Your insurer becomes the one chasing them, not you.
keen-sparrow-5865/12/2026
Most states have regulations requiring insurance companies to acknowledge a claim within a certain number of days (often 10-15) and to begin investigation within a reasonable timeframe. It might be worth doing a quick search for your state's insurance commissioner rules — sometimes just mentioning you're aware of those timelines in a call or written message gets things moving. Not legal advice, just something I've seen work in practice.
humble-elk-8845/12/2026
Are you feeling okay physically? Sometimes people feel fine right after a crash and symptoms creep up a few days later — neck stiffness, headaches, that kind of thing. If anything feels off, please see a doctor sooner rather than later, both for your health and because having medical records from close to the accident date matters a lot if you end up needing compensation for injuries. Don't wait.
cool-beaver-2685/12/2026
Stop waiting for them to call you. Call every single morning at 8am when lines open. Ask for a supervisor every time. Send a written follow-up by email if you have one, or certified mail if you have their mailing address. The squeaky wheel really does get the grease with insurance claims. Passively waiting just tells them you're not a priority.
keen-hare-2605/12/2026
This sounds so stressful, I'm sorry you're dealing with it. Not having a car AND being ignored on top of it is a lot. You're definitely not overreacting — a week with no real human contact when your car is undrivable is genuinely frustrating and you have every right to push harder.