No one buys car insurance hoping to use it. But when something goes wrong — whether it’s a fender bender, a major collision, or a weather-related disaster — the claims process becomes one of the most important interactions between a driver and their insurer.
Mercury Insurance has built a reputation for affordability, but how does it perform when you actually need to file a claim? Are the steps straightforward? Do payments arrive on time? And what should policyholders expect along the way?
This guide breaks down the Mercury Insurance claims process step by step — from the moment of an accident to the final settlement — using real-world language and practical insight. Whether you’re filing your first claim or just want to be prepared, here’s what you need to know.
Step 1: Stay Safe and Gather Information at the Scene
If you’ve been involved in an accident, safety is the top priority. Move your vehicle to a safe location if possible and check on the wellbeing of everyone involved. Once that’s secured, start collecting the information you’ll need for your claim.
Here’s what Mercury recommends you gather:
- Date, time, and location of the incident
- Names and contact information of all involved parties
- Vehicle information (make, model, license plate)
- Insurance information from the other driver(s)
- Police report number (if applicable)
- Photos or video of damage, skid marks, surroundings, etc.
- Names and statements of any eyewitnesses
Even if the accident seems minor, it’s always wise to document everything. These details will form the foundation of your claim and help Mercury assess liability and damage.
Step 2: Report the Claim Promptly
Mercury encourages policyholders to file a claim as soon as possible — ideally within 24 hours of the incident. You can start the claims process in several ways:
- By phone at Mercury’s 24/7 claims number: (800) 503-3724
- Online through the Mercury Insurance website
- Through your licensed Mercury agent
During this initial contact, you’ll be asked to provide the details gathered at the scene. Mercury will then assign a claims adjuster, who becomes your primary point of contact throughout the process. The adjuster will help assess damage, explain what’s covered under your policy, and guide you through the next steps.
Step 3: Work With Your Claims Adjuster
Once your claim is in the system, a Mercury claims adjuster is assigned to your case. This adjuster is responsible for evaluating your damage, reviewing policy coverage, and determining how much Mercury will pay.
The adjuster may contact you to:
- Ask clarifying questions about the accident
- Request additional documents or photos
- Schedule an inspection of your vehicle
- Review any police reports or witness statements
Depending on the situation, the inspection may happen in person at a repair shop, at your home, or virtually using photos and video. Mercury offers both options depending on location and severity of damage.
Be prompt and honest in all communications. The faster you respond and provide details, the faster the adjuster can make a decision. If Mercury needs to contact third parties (other insurance companies, garages, or law enforcement), delays can occur — but clear documentation on your part helps avoid confusion.
Step 4: Choose a Repair Option
Once your claim is approved and the damages are assessed, you have a choice: where and how your car gets repaired.
Mercury offers a network of preferred repair shops, also known as direct repair providers (DRPs). If you use one of these shops:
- The repair process is streamlined
- You typically get faster approval
- Mercury often guarantees the work for as long as you own the car
However, you are not required to use one of these shops. You’re free to choose your own repair provider, but it might take longer to get approvals, and warranties would come from the shop, not Mercury.
If your car is not drivable, Mercury can help arrange towing to a qualified shop. You’ll also be advised of whether the vehicle is repairable or a total loss.
Step 5: Rental Car and Temporary Transportation
If you’ve selected rental reimbursement coverage in your policy, Mercury will typically cover the cost of a rental car while yours is being repaired. There is usually a daily limit (e.g., $30 per day) and a cap on total rental time.
Policyholders without this coverage will need to pay out of pocket for a rental. That’s why it’s a smart add-on for drivers who depend on their vehicles daily, especially in single-car households or for commuters.
Step 6: Getting Paid — What to Expect From Mercury
Once your vehicle is inspected and either repaired or declared a total loss, Mercury will issue payment based on your policy terms. The speed of payment depends on how quickly documentation is submitted, your communication with the adjuster, and whether repairs or payouts involve third-party coordination.
Here’s how payments typically work:
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If your car is being repaired, Mercury may pay the body shop directly (especially if it’s a preferred partner), minus your deductible.
- If you’re paying the shop out of pocket, you’ll receive a check for the approved repair amount.
- In the case of a total loss, Mercury will calculate the actual cash value (ACV) of your vehicle based on make, model, mileage, condition, and market value in your area. You’ll receive that amount, minus your deductible and any applicable fees.
- If another driver is at fault and you have to pay up front while waiting on subrogation (recovery from the other insurer), Mercury may reimburse you later once the process is complete.
To speed things up, Mercury offers electronic funds transfer (EFT) for most payments, but physical checks are still available if preferred. Be sure to verify how you’d like to receive funds when speaking with your adjuster.
Disputes, Supplements, and Follow-Up
Sometimes, after a claim is paid or repairs begin, new damage is discovered or a quote needs to be adjusted. This is called a supplement, and it’s common. Mercury will re-evaluate the situation and work with your shop to approve additional work if it falls under your original claim.
If you disagree with Mercury’s initial payout or valuation, you have the right to provide your own estimates or documentation — such as photos, market comparisons, or written opinions from repair specialists. The adjuster will review this information and make a revised determination if warranted.
Throughout the process, staying engaged is key. Most frustrations happen when policyholders feel left in the dark. Staying in contact with your claims rep, asking questions, and reviewing your policy terms gives you control over the timeline and outcome.
