Claims
A claim? Start here.
What to do in the first hours, when the police are needed and where to report the loss.
If anyone is injured
112Roadside assistance under your policy — the number is on the policy or on the assistance card.
A claim under a policy
The claims number is on the policy and on the insurer’s website. Most insurers also accept online notification — see below.
Steps
Five steps after a loss.
- SafetyIf anyone is injured, call 112 and do not move the vehicles. After a road accident, check whether the police are needed.
- EvidenceDepending on the loss: photos, a report, details of those involved, medical documents or proof of value.
- NotificationDeadlines are set in the policy terms — often from 24 hours to 7 days.
- InspectionFor damage to a vehicle or property, do not repair or throw anything away before the inspection.
- PaymentThe insurer decides within the statutory deadline. If you disagree — an objection.
Road accident
Joint report or police?
Without the police only after a minor accident between two vehicles whose drivers agree on what happened. In every other case, call 112.
Joint accident report
Only if all of these apply:
- exactly two vehicles are involved;
- no one is injured;
- only the two vehicles are damaged and both can be driven;
- the drivers agree on what happened and both sign the report;
- there is no suspicion of alcohol or drugs and both drivers hold a licence;
- the driver at fault has valid motor third-party liability insurance.
Fill in the report at the scene and move the vehicles out of the way of traffic.
The official Bulgarian template with instructions. Print the two form pages — one for each driver — and keep them in the car.
Call 112 and wait for the police
If any of these applies:
- someone is injured or killed — then do not move the vehicles;
- three or more vehicles are involved;
- the drivers disagree on what happened or one refuses to sign;
- alcohol or drugs are suspected, or a driver has no licence;
- a vehicle cannot be driven, or other property is damaged — a fence, a pole, a sign;
- the other driver has no valid motor insurance or leaves the scene;
- traffic is blocked, or dangerous or spilled cargo is involved.
Legal basis: Art. 123 and 125 of the Bulgarian Road Traffic Act and Art. 496 of the Insurance Code.
An accident abroad or with a foreign vehicle?
Who pays and where to claim — four situations, step by step.
Report to your insurer
Most insurers accept claim notification and tracking online. Choose yours:
Online claim (opens in a new window)
Online claim (opens in a new window)
Online claim (opens in a new window)
Online claim (opens in a new window)
Online claim (opens in a new window)
Online claim (opens in a new window)
Online claim (opens in a new window)
Online claim (opens in a new window)
Online claim (opens in a new window)
Can’t find your insurer? The claims number and address are on the policy and on the insurer’s website. Insurers’ claim pages are mostly in Bulgarian.
What to prepare
- MotorA joint accident report or a police report, photos of the damage and the scene, the vehicle registration certificate and driving licence, details of the other party.
- PropertyPhotos taken before cleaning up, an inventory of what was damaged, proof of ownership and value (invoices), a fire service or police report, if there is one.
- Health and travelMedical records and the discharge summary, invoices and receipts, the policy number; for travel — tickets and documents from the carrier.
Claim declined or reduced?
The insurer must give written reasons for a refusal. The decision can often be challenged — with additional evidence, an expert assessment or an objection.
Send the objection to the insurer in writing and keep proof of sending. If you still disagree, you can complain to the Financial Supervision Commission or go to court.
