What to tell a client who calls your agency after a crash

1. Safety first, then the claim report

If anyone is hurt or still in danger, the client should call 911 before anything else.

California’s Department of Insurance tells drivers to notify their agent or insurance company immediately after an accident. California Department of Insurance California’s claim regulations also say that a licensee who receives notice of a claim must immediately transmit it to the insurer. “Licensee” covers anyone holding a license from the Insurance Commissioner, and a notice of claim can be oral and made to the insurer’s agent. 10 CCR § 2695.5(d) 10 CCR § 2695.2(m), (n)

Follow your agency’s claim-reporting procedure and carrier instructions. Mentioning LegalMax never replaces that step.

2. Ask the first-call questions

• Where and when did the crash happen? Note the state: California and Nevada reporting rules differ.
• Is everyone safe? Was anyone hurt?
• Has the claim been reported to the insurer? Is there a claim number yet?
• Did police respond? Is there an agency name and report number?
• What does the client most need to clarify right now?
• Which language do they prefer, and what is the best way to reach them?

Write down what is confirmed and mark the rest as pending. Keep the notes in your agency’s authorized system, not in personal texts or social-media messages. Before you hang up, record three things: the claim number if one exists, the next contact and their role, and the next step with the person responsible for it.

3. Tell the client who answers which question

Saying this early helps the client know where to take the next question. LegalMax is not the insurer and does not decide coverage.

4. Mention the state DMV report

California. DMV says an SR-1 must be sent within 10 days if anyone is injured or killed, or property damage is over $1,000. DMV also says the driver or their insurance agent, broker or legal representative must complete it and send it in, and that it is required in addition to police, CHP or insurance reports. If your agency helps with an SR-1, agree on who sends it and keep proof that it was submitted. California DMV: SR-1 reporting

Nevada. A report is generally due to DMV within 10 days for a crash on a highway or publicly accessible premises involving injury, death or apparent damage of $750 or more. No report is required when a police officer investigated and the officer’s report includes the insurance details. NRS 484E.070 The current SR-1 form asks for proof of insurance, a repair estimate or total-loss statement when damage is $750 or more, and a doctor’s statement for each injured person. Nevada DMV: SR-1 form

Do not apply California’s rules to a Nevada crash, or the reverse. The California SR-1 guide and the Nevada reporting checklist explain each process for the client.

5. Offer LegalMax only with the client’s consent

Ask one question and let the client choose: “Would you like LegalMax’s phone number, or would you like me to introduce you?”

• If they want the number: give them (562) 287-5090 for California or (702) 381-3051 for Nevada. They call when they are ready, in English or Spanish. The lines take calls 24 hours a day with automated intake in both languages.
• If they want an introduction: tell them exactly what you will share, such as name, phone number, preferred language and a one-line summary, and share only that. Follow your agency’s privacy and contact procedures.
• If they say no: note it and move on. The claim continues with the insurer either way.

Before either option, explain what LegalMax does and does not do, so the client is choosing with the facts.

6. What not to promise

• An outcome, a payment amount or a timeline for the claim.
• That LegalMax is a law firm or the client’s lawyer. It is neither.
• A claim decision. The insurer makes it under the policy.

Common questions

Official sources