Short Answer

You can usually start the insurance claim by contacting the relevant auto insurer, giving the policy number, date of loss, names of the drivers, and sending the police report and any required letter of representation. In North Carolina, the police report can help identify the parties, vehicles, insurance information, and reported facts, but it does not automatically prove the entire injury claim. Keep deadlines in mind, because talking with an insurer does not automatically extend the time to file a lawsuit.

What It Means to “Open” an Auto Insurance Claim

Opening a claim is the first notice to an insurance company that someone is seeking benefits or payment because of a car accident. It is not the same thing as settling the claim. It also does not mean the insurer has accepted fault, confirmed coverage, or agreed to pay medical bills.

In a Durham car accident claim, the insurance company will usually create a claim file after receiving enough basic information to identify the crash and the policy. The insurer may ask for a police report, the policy number, the date of the accident, the drivers’ names, the vehicles involved, and contact information for the injured person or their attorney.

If a law firm represents the injured person, the insurer commonly asks for a letter of representation before discussing the claim in detail. That letter tells the insurance company who represents the injured person and where claim communications should be sent. For more on that document, Wallace Pierce Law has a related article on what should be included in a letter of representation.

Steps to File the Claim When You Have the Police Report

The exact process can vary by insurer, but the basic steps are usually similar. If you are represented, your attorney’s office will often handle these communications so the claim is opened under the correct contact information.

1. Identify the correct insurance company. Use the police report, exchange-of-information sheet, insurance card, or other documents from the crash to identify the insurer and policy number.
2. Use the policy number as the first reference. If the insurer has not created a claim number yet, the policy number helps the claims department locate the correct insured person or vehicle.
3. Provide basic crash information. This usually includes the date, time, location, names of the drivers, vehicle descriptions, and whether injuries are being claimed.
4. Send the police report. The report may help the adjuster verify the crash, parties, vehicle information, insurance information, and the officer’s recorded observations.
5. Send the letter of representation if you have counsel. This lets the insurer know that communications should go through the law firm.
6. Ask for the claim number and adjuster information. Once opened, the insurer should provide a claim number, adjuster name, phone number, email or mailing address, and sometimes a fax or upload link.
7. Confirm receipt in writing. Keep a copy of what was sent, when it was sent, and who received it. A short confirmation email can prevent confusion later.

If the insurance company says the policy number should be used as the claim reference, that usually means the claim has not yet been assigned a separate claim number or the adjuster is still locating the policy. Once the claim is opened, ask whether a claim number has been assigned and use both numbers until the insurer confirms which reference it prefers.

How the North Carolina Police Report Helps

North Carolina law requires law enforcement investigation and written reporting for certain reportable crashes. N.C. Gen. Stat. § 20-166.1 addresses crash reporting and explains that law enforcement reports may include crash causes, conditions, people and vehicles involved, and insurance-related information.

For an insurance claim, the police report is often useful because it may show:

• the date, time, and location of the crash;
• the drivers and vehicle owners;
• insurance information reported at the scene;
• the officer’s diagram and narrative;
• listed contributing circumstances or traffic violations;
• witness names or passenger information, if recorded; and
• the reporting agency and report number.

Still, the police report is only one piece of evidence. It may contain mistakes, incomplete information, or estimates that need to be checked against photos, repair records, medical records, witness statements, and the drivers’ accounts. The insurer may rely on the report to start its file, but it will often continue investigating coverage, liability, and damages.

What the Insurance Company Will Usually Do Next

After receiving notice of the claim, an auto insurer typically works through several tasks. It will usually check whether the policy was active, whether the driver and vehicle are covered, what coverage may apply, and whether any exclusions or coverage questions exist. The adjuster may then investigate fault, review property damage, collect statements, request records, and evaluate claimed losses.

That process can overlap. For example, an adjuster may ask for the police report, request photos, contact witnesses, and ask about medical treatment before coverage has been fully confirmed. If you are represented, it is generally best to route those requests through your law firm so responses are consistent and documented.

Be careful with broad medical authorizations, recorded statements, or detailed written statements before you understand the purpose of the request. This does not mean every request is improper. It means the wording and timing can matter, especially where fault, injury causation, or prior medical history may become disputed.

Fault Issues Matter in North Carolina

Opening a claim does not resolve fault. North Carolina allows contributory negligence to be raised as a defense in injury claims. In plain English, the insurer may argue that the injured person’s own conduct helped cause the crash or injury. If that defense applies, it can create serious problems for the claim.

The party raising contributory negligence generally has the burden to prove it. N.C. Gen. Stat. § 1-139 states that the party asserting contributory negligence has the burden of proof. Because of this rule, the claim file should address both what the other driver did wrong and why the injured person acted reasonably under the circumstances.

Helpful evidence may include scene photos, vehicle damage photos, traffic signal information, dashcam or nearby video, witness names, repair estimates, medical records, and any written communication from the insurer. If there is a dispute about how the crash happened, do not assume the police report alone will settle the issue.

Documents and Information to Gather Before or Soon After Filing

When opening an insurance claim after a Durham car accident, gather what you can without delaying urgent needs or missing deadlines. Useful items often include:

• the police report or report number;
• the at-fault driver’s name, address, phone number, insurer, and policy number;
• your own auto insurance information;
• photos of the vehicles, scene, road conditions, and visible damage;
• names and contact information for witnesses;
• medical visit summaries, bills, and discharge paperwork;
• repair estimates, towing records, rental documents, or total-loss letters;
• letters, emails, and claim forms from the insurance company;
• the letter of representation, if you have an attorney; and
• a timeline of symptoms, missed work, and out-of-pocket expenses.

Save originals when possible and keep digital copies in one folder. If you communicate by phone, write down the date, time, person’s name, claim number, and what was discussed.

Deadlines Still Matter After the Claim Is Opened

An insurance claim can be active for weeks or months, but claim discussions do not automatically extend the lawsuit deadline. For many North Carolina personal injury and property-damage claims, N.C. Gen. Stat. § 1-52 provides a three-year time period for certain injury and property-damage actions. Different rules can apply in some situations, including claims involving government entities, minors, death claims, or other unusual facts.

This is why it is important to track the crash date, claim number, and all insurer communications. A claim being “under review” is not the same as a filed lawsuit, and an adjuster’s request for more documents does not necessarily protect your deadline.

How This Applies to the Situation Described

Here, the insurance company requested a letter of representation and the police report, and said the policy number should be used as the claim reference. That is a common early-stage claim setup issue. The practical next step is usually to send the letter of representation and police report to the insurer, identify the policy number in the subject line, and ask the insurer to confirm the assigned claim number and adjuster.

A short written submission might include the injured person’s name, the insured driver’s name, the date of loss, the crash location, the policy number, and a statement that the law firm represents the injured person for claims arising from the collision. The firm should keep proof of transmission and follow up if the insurer does not confirm receipt.

If the insurer later asks for more information, the response should be handled carefully. The claim may need more than a police report, especially if there are injury questions, disputed fault, missing coverage information, or a disagreement about what losses are related to the crash.

Common Mistakes to Avoid

• Assuming the police report opens the claim by itself. The report helps, but someone still needs to notify the insurer and request a claim file.
• Using only the driver’s name when a policy number is available. The policy number can help the insurer locate the correct file faster.
• Failing to confirm the claim number. Once the claim is opened, the claim number becomes important for future communications.
• Sending documents without keeping proof. Save emails, fax confirmations, upload receipts, and mailing records.
• Giving broad statements too early. Fault, injuries, and medical history can become disputed, so wording matters.
• Ignoring your own insurance company. Depending on the facts and coverage, your own insurer may need notice too. This is not a coverage opinion; policy language and facts matter.

When Wallace Pierce Law May Be Able to Help

Wallace Pierce Law may be able to help with the claim-opening process by identifying the correct insurer, preparing and sending a letter of representation, submitting the police report, and documenting communications with the adjuster. The firm can also help organize the claim file so that coverage, liability, medical documentation, property damage, and deadlines are tracked from the beginning.

In a North Carolina car accident claim, early organization can matter. A clear claim file can reduce confusion about who is handling the claim, what reference number should be used, what evidence has been sent, and what requests still need a response. No law firm can promise that an insurer will accept fault, confirm coverage, or resolve a claim in a particular way, but careful documentation can help you understand the process and avoid preventable missteps.

If you want more background on representation notices, you may also find this discussion of notifying the insurance company that you are represented after a car accident helpful.

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.