Short Answer

After an auto insurance claim is opened using the policy number, the insurer usually creates or locates a claim file, assigns a claim number, verifies coverage, and asks for basic documents. In North Carolina, opening a claim is only the start of the insurance process; it is not an admission of fault and does not file a lawsuit. The most important caveat is that claim communications do not automatically extend legal deadlines.

What the Policy Number Does at the Start of a Car Accident Claim

A policy number helps the insurance company find the insurance contract that may apply to the crash. If the insurer has not yet created a claim number, the policy number may be used as the temporary reference for emails, letters, uploads, and phone calls.

Once the claim is set up, the insurer will usually give the law firm or claimant a separate claim number. That claim number is different from the policy number. The policy number identifies the insurance policy. The claim number identifies the specific accident file.

Using the policy number to open the claim does not mean the insurer has accepted responsibility. It usually means the insurer has enough information to begin locating the policy and starting its review.

Why the Insurance Company Asked for a Letter of Representation

When a person appears to be represented by a law firm, the insurance company commonly asks for a letter of representation. This letter tells the insurer that the law firm represents the injured person for the claim. It usually includes the client’s name, the date of the crash, the insured driver or policyholder, the policy number if known, and instructions about where claim communications should be sent.

After the insurer receives and processes the letter, the adjuster will usually communicate with the law firm about the injury claim. You may still receive some automated mail or separate property-damage communications, but the representation letter helps route bodily injury claim discussions through the attorney’s office.

The letter also helps prevent confusion about who is authorized to discuss the claim. The adjuster works for the insurance company. The adjuster does not represent the injured person.

Why the Police Report Matters, Even Though It Is Not the Whole Claim

The insurance company also asked for the police report because it often contains important starting information: the drivers, vehicles, insurance information, crash location, date and time, officer observations, witness information, and sometimes a diagram or contributing-circumstance entries.

North Carolina law requires law enforcement investigation and reporting for certain reportable crashes. N.C. Gen. Stat. § 20-166.1 explains reporting and investigation requirements for reportable motor vehicle accidents. In plain English, the crash report is a formal starting record, but the insurer may still conduct its own investigation.

A police report can help the claim move forward, but it does not automatically prove the entire case. Insurers may still review photos, vehicle damage, recorded statements, witness accounts, medical records, and any dispute about how the crash happened.

What Usually Happens Next After the Claim Is Opened

After the claim is opened using the policy number, the insurance company’s process usually moves through several overlapping steps:

1. Claim file creation. The insurer creates a file and may assign a claim number, adjuster, team, or online portal.
2. Coverage review. The insurer checks whether the policy was active, whether the listed vehicle or driver may be covered, and whether any exclusions or coverage issues are being raised.
3. Liability investigation. The adjuster reviews how the crash happened and whether the insured driver, another driver, or the injured person may be blamed.
4. Damage review. The insurer separates property damage from bodily injury and may request medical records, bills, wage information, repair estimates, photos, or proof of out-of-pocket expenses.
5. Claim evaluation. After the insurer has enough information, it evaluates the claim. That may lead to settlement discussions, a denial, a request for more information, or, if the case cannot be resolved, litigation.

These steps do not always happen in a neat order. For example, an adjuster may request the police report, confirm the policy, ask for photos, and contact witnesses during the same week.

What the Law Firm May Send or Request

Based on the facts described, the law firm is likely trying to make sure the insurer opens the correct claim file and recognizes the representation. The firm may send:

• A letter of representation.
• The police report or report number, if available.
• The policy number and insured driver’s name.
• The date, location, and basic facts of the collision.
• Photos, witness information, or other evidence if needed early.
• Medical authorizations or records later, depending on the claim strategy and what is being requested.

The law firm may also ask the insurer to identify the assigned adjuster, claim number, mailing address, fax number, email address, and whether there are separate claims for property damage and bodily injury.

What You Should Preserve While the Claim Is Being Set Up

Even if the law firm is handling communications, it is useful to preserve anything connected to the crash. Helpful items may include:

• The police report, report number, or exchange-of-information sheet.
• Photos or videos of the vehicles, scene, road conditions, traffic signals, and visible injuries.
• Names and contact information for witnesses.
• Insurance letters, claim numbers, emails, and voicemail notes.
• Medical records, bills, visit summaries, and discharge instructions.
• Receipts for towing, rental vehicles, prescriptions, travel, and other crash-related expenses.
• Proof of missed work if income loss becomes part of the claim.

It is also wise to avoid deleting texts, photos, dashcam footage, repair estimates, or insurer communications. Evidence can matter later if the insurance company questions fault, injuries, timing, or the amount of damage.

North Carolina Fault Issues Can Affect the Claim

In a Durham car accident claim, the insurance company may look for reasons to dispute fault. North Carolina allows contributory negligence to be raised as a defense. In general terms, if the defense proves the injured person’s own negligence helped cause the crash, that can create serious problems for the injury claim.

The party raising contributory negligence generally has the burden of proving it. N.C. Gen. Stat. § 1-139 addresses the burden of proof for contributory negligence. Practically, this means the claim file should address both what the other driver did wrong and why the injured person acted reasonably.

This is one reason the police report is only part of the picture. The full claim may also depend on photographs, witness statements, traffic-control evidence, vehicle positions, and the timing of medical care.

Opening the Claim Does Not Stop the Lawsuit Deadline

Opening an insurance claim is not the same thing as filing a lawsuit. It also does not, by itself, force the insurer to settle or keep the deadline open.

For many North Carolina personal injury and property-damage claims, N.C. Gen. Stat. § 1-52 provides a three-year deadline for many injury-to-person or property claims. In plain English, if a lawsuit must be filed, ongoing claim discussions with an adjuster usually do not automatically extend that filing deadline.

Different rules can apply to certain claims, including claims involving government vehicles, minors, death claims, or other unusual facts. If timing is close or unclear, it should be reviewed promptly by a licensed North Carolina attorney.

How This Applies to the Situation Described

Here, the insurer’s request for a letter of representation and police report is normal. It usually means the insurer wants to confirm that the law firm has authority to speak for the injured person and that the insurer has enough crash information to open or verify the correct claim.

If the insurer said the policy number should be used for the claim reference, that often means a claim number may not have been assigned yet, or the adjuster wants all incoming materials tied to the policy until the file is fully created. Once the file is active, the law firm should typically receive a claim number and adjuster contact information.

The next practical step is usually to send the requested letter of representation and police report, confirm receipt, ask for the assigned claim number, and track all future communications under that number. The law firm may also monitor whether the insurer is investigating coverage, liability, and damages separately.

Common Mistakes to Avoid After a Claim Is Opened

• Assuming the claim is accepted. A claim number means a file exists; it does not mean fault or coverage has been accepted.
• Ignoring separate claim tracks. Property damage and bodily injury may be handled by different adjusters.
• Giving unnecessary recorded statements without guidance. Statements can affect fault and injury issues.
• Waiting too long to gather records. Medical records, bills, photos, and wage documents can take time to collect.
• Forgetting the deadline. Insurance negotiations do not automatically protect the right to file suit.

When Wallace Pierce Law May Be Able to Help

Wallace Pierce Law may be able to help with the early claim-opening stage by preparing or confirming the letter of representation, sending the police report to the proper insurance contact, and making sure the insurer creates the correct claim file.

The firm can also help track the claim number, identify the adjuster handling bodily injury issues, organize medical and wage documentation, preserve key evidence, and evaluate whether the insurer is disputing coverage, fault, or damages. This kind of help does not guarantee any result, but it can make the process more organized and reduce confusion during a stressful time.

Talk to a Personal Injury Attorney in Durham

If your question involves injuries, insurance, fault, medical documentation, settlement paperwork, or a possible deadline, speaking with a licensed North Carolina attorney can help clarify your options. Call 919-313-2737 to discuss what happened and what steps may make sense next.

Disclaimer: This article provides general information about North Carolina personal injury law based on the single question stated above. It is not legal advice and does not create an attorney-client relationship. It is not medical advice, tax advice, or insurance policy interpretation. Laws, procedures, and local practice can change and may vary by county. If there may be a deadline, act promptly and speak with a licensed North Carolina attorney.