Your Guide to the Auto Claims Process at Island Insurance
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Key Takeaways
Personal auto customers can file a personal auto claim with Island Insurance online, by phone, by email, or by contacting their independent insurance agent.
After you report your claim, expect to hear from your assigned claims specialist within 24 to 48 business hours.
It is normal to be contacted by more than one claims professional. Different team members handle liability, vehicle damage, and injury portions of a claim.
Disclaimer: This article is intended for general informational purposes only and does not constitute legal or insurance advice. Coverage terms, conditions, limits, and exclusions vary by policy. Please refer to your policy documents or speak with your independent insurance agent for information specific to your coverage.
Getting into a car accident is stressful. Knowing what to expect from the claims process can make a difficult situation a little easier to manage. If you hold a personal auto policy with Island Insurance, this guide walks you through each step of filing and resolving a personal auto claim with us.
Step 1: Report Your Claim to Island Insurance
The first step in the auto claims process is letting your insurer, Island Insurance, know about your loss. Personal auto customers can report a claim in several ways: online through the Island Insurance website, by phone, by email, or by contacting your independent insurance agent. The claims center is open Monday through Friday, 8:00am to 4:30pm. Any calls made outside of operating hours will be sent to a voicemail box that is reviewed daily.
When filing your claim, have this information ready:
Your policy number
Accident date, time, and location
A simple description: "I was rear-ended while stopped at a traffic light"
The other driver's insurance information (if applicable)
Police report number (if available)
For more information about handling an accident, visit our article Your Complete Guide to Handling a Car Accident in Hawaiʻi: From Scene to Claim.
One thing that sets Island Insurance apart is that when you call or reach out, your claim is managed and resolved by a local adjuster, someone who lives and works here in Hawaiʻi and understands our roads, our communities, and our state's insurance laws. You will not be routed to an out-of-state call center.
How to file a claim: Visit the Island Insurance website to report online, locate the claims center phone number, file via email, or contact your independent insurance agent.
Note that only policyholders and their authorized agents may file a claim on an Island Insurance policy. If you are a third party, meaning you are not the Island Insurance policyholder but have a claim related to one of our insured vehicles, your situation will be handled through a separate process.
Step 2: What Happens After You Report
Once Island Insurance receives your claim, it is reviewed and assigned to a claims specialist. You should expect to be contacted within 24 to 48 business hours. Your specialist will introduce themselves and explain the next steps for your specific situation.
If you have questions before hearing back, reach out through the same channel you used to file your claim. Having your claim number on hand will help speed things up.
Step 3: You May Hear From More Than One Person
It is common to receive calls from more than one specialist on a single claim. This is not a cause for concern; it reflects how claims are structured to give each part of your situation the right attention.
For example, one claims specialist may focus on what happened in the accident and who may be responsible. They may ask you to provide a recorded statement or share details about the events leading up to the loss.
Once liability is being reviewed, a separate specialist may be assigned to handle the vehicle or property damage portion of your claim. They will work with you and the repair shop on estimates and approvals.
If there are bodily injuries involved in your claim, a third specialist may reach out to handle that portion separately.
Knowing this ahead of time can help reduce confusion. All of these individuals are working together on your behalf, even if they contact you at different times.
Step 4: Coverage Review
Before your claim moves forward, your claims professional will review your policy to determine what coverage applies. This includes looking at the types of coverage you carry, your policy limits, and whether any exclusions may affect your claim.
A coverage review is a standard part of every claim. It protects both you and the company by making sure payments align with the terms of your policy. Your specialist will explain the findings and can answer your questions about what is and is not covered.
Step 5: Repair and Resolution
Island Insurance offers two ways to handle your vehicle damage claim based on what works best for you.
If your vehicle needs repair, you have the right to choose your own repair facility. If you have a preferred repair shop, Island Insurance can manage the payment process directly with them. We will review and approve the repair estimate and issue payment to the facility once repairs are authorized and the authorization is signed, so you do not have to handle the paperwork yourself.
If you would rather receive a cash settlement, our local appraisers can evaluate your damages and issue payment directly to you. Because our appraisers have the expertise to write their own estimates, we can send you a link to photograph your vehicle's damages from the comfort of your home.
If your policy includes rental coverage and your vehicle is being repaired, rental benefits may be applied during that time, subject to your policy terms and limits.
Understanding Your Repair Estimate
Island Insurance does not steer customers toward any particular repair shop or product. The choice of where to take your vehicle is always yours. We provide a list of Island Certified Auto Repair Shops to facilitate your search for a repair shop if you do not have a preferred facility.
In some cases, Island Insurance may be able to secure a repair price that is lower than the estimate from your chosen shop. If that happens, you are still free to use the shop you prefer. However, if the shop's price is higher than what could be secured elsewhere, that difference may be your responsibility. Your specialist will explain this clearly before repairs begin, so there are no surprises.
This approach is meant to be transparent and fair. Island Insurance's goal is to make sure your vehicle is properly repaired while keeping the process straightforward for you.
Have questions about your auto insurance coverage? Contact your local independent insurance agent today.
Frequently Asked Questions
You can file a claim online, by phone, or by email through Island Insurance's claims center, which is open Monday through Friday, 8:00am to 4:30pm. You may also contact your local independent insurance agent, who will file a claim on your behalf.
You should expect to be contacted by your assigned claims specialist within 24 to 48 business hours of reporting your claim.
Different claims specialists handle different parts of your claim — such as liability, vehicle damage, and injury — so multiple contacts on a single claim is normal.
Island Insurance does not steer you toward any particular shop. The choice of repair facility is always yours, though if your chosen shop's estimate is higher than what Island Insurance can secure, that difference may be your responsibility.
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