Report the crash to Uber and get a case number before you leave the scene
Open the Uber app on your phone while you are still in or near the vehicle. Tap the menu icon, then select "Safety" or "Help" — the exact wording depends on your app version. Report the crash through the app and describe what happened. Uber will assign you a case number and may ask follow-up questions through the app over the next few hours.
Do not close the app or delete the trip record. Uber uses the GPS data, driver information, and timestamp from the active trip to investigate. If you cannot use the app because you are injured or your phone is damaged, call Uber's support line at 1-800-253-0000 and report the crash by phone instead. You will still receive a case number.
Take photos of the vehicle damage, the accident scene, and any visible injuries before the vehicle is moved or towed. If police are at the scene, get the police report number — you will need it later. Write down the names and phone numbers of any passengers, witnesses, or bystanders who saw the crash.
Key Takeaways
- Report the crash through the Uber app or by calling 1-800-253-0000 while you are still at the scene, and keep your case number.
- Photograph the vehicle damage, the scene, and any injuries, and obtain the police report number if officers respond.
- Seek medical attention even if you feel fine, because some injuries appear hours or days later and a medical record strengthens any claim.
- Uber's insurance covers passengers and drivers differently, and the coverage depends on whether the driver was actively carrying a passenger at the time of the crash.
- If Uber denies your claim or offers less than your actual losses, you can file a complaint with your state's insurance commissioner or pursue a claim in small claims court.
Understand what Uber's insurance covers and what it does not
Uber carries commercial auto insurance that covers passengers injured in a crash while the driver is actively on a trip — meaning the passenger has already been picked up and has not yet been dropped off. This insurance covers medical bills, lost wages, and vehicle damage up to the policy limits. The policy limits vary by state but typically range from $100,000 to $300,000 per person for injury claims.
The coverage does not include pain and suffering, emotional distress, or punitive damages unless you pursue a lawsuit. Uber's insurance also does not cover the passenger's own vehicle if you were riding in your own car as an Uber driver, or if you were waiting for a pickup and the Uber vehicle hit you before you entered it. In those situations, the at-fault driver's personal auto insurance is responsible first.
If the Uber driver was not actively carrying a passenger — for example, they were driving to pick someone up or had just dropped off the previous passenger — then Uber's commercial policy may not cover the crash at all. The driver's personal auto insurance would be the primary coverage instead.
Seek medical attention and document all injuries and expenses
Go to an urgent care clinic or emergency room even if you feel fine. Some injuries like whiplash, internal bleeding, or concussion do not show symptoms immediately. A medical record created on the day of the crash is the strongest evidence that your injuries came from the Uber crash, not from something else that happened later.
Keep every receipt and bill related to the crash: medical visits, prescriptions, physical therapy, rental car costs, lost wages from time off work, and any other out-of-pocket expenses. Take photos of these documents and store them in a folder on your phone or computer. If you miss work because of the injury, ask your employer for a written statement of the dates you were absent and the wages you lost.
Write down your own account of the crash while it is fresh in your memory: the time, the weather, what the driver was doing, how fast the vehicle was going, and how the crash happened. This written account can help you remember details if you need to describe the crash to an insurance adjuster or lawyer weeks or months later.
File a claim with Uber and respond to their requests for information
Uber will contact you through the app or by phone within a few days to begin the claims process. They will ask you to describe your injuries and provide medical records, receipts, and proof of lost wages. Send them everything they request, and keep a copy of each document you send. Do not agree to a settlement offer until you have received all your medical bills — some injuries take weeks or months to fully treat.
Uber may also ask you to sign a medical release form so they can obtain your medical records directly from your doctor or hospital. You can sign this form; it is a standard part of the claims process. However, do not sign anything that asks you to release your entire medical history or records unrelated to the crash.
If Uber denies your claim or offers you a settlement that is less than your actual losses, you have the right to reject it. Write to Uber in writing (through the app or by email to their claims department) and explain why you believe the claim should be paid or the offer should be higher. Keep a copy of your written response.
Know your options if Uber denies your claim or the offer is too low
If you and Uber cannot reach an agreement, you can file a complaint with your state's Department of Insurance. Go to your state's insurance commissioner website, find the complaint form, and submit it with copies of your medical records, receipts, and all correspondence with Uber. The insurance commissioner will investigate and can order Uber to pay if they find the denial was unreasonable.
You can also file a claim in small claims court in the county where the crash happened. Small claims court handles cases for amounts up to $5,000 to $10,000 depending on your state. You do not need a lawyer, and the filing fee is usually $50 to $200. Bring your case number from Uber, your medical records, receipts, photos of the damage, and your written account of the crash.
If your losses are higher than your state's small claims limit, or if you believe the driver was reckless or intentionally caused the crash, you may want to consult with a personal injury lawyer. Many lawyers work on contingency, meaning they take a percentage of your settlement or court award instead of charging an upfront fee. The initial consultation is often free.
Report the crash to your own auto insurance if you were injured as a pedestrian or in your own vehicle
If you were hit by an Uber vehicle while you were walking, cycling, or driving your own car, report the crash to your own auto insurance company or renters insurance company. Your insurance may cover your medical bills and vehicle damage under your uninsured or underinsured motorist coverage, depending on your policy. Your insurance company can then pursue a claim against Uber's insurance to recover what they paid.
Reporting to your own insurance does not mean you cannot also file a claim with Uber. You can do both. However, you cannot collect the full amount from both insurers — if you receive payment from your own insurance and then also receive payment from Uber, you must repay your insurance company for the amount Uber paid, or your insurance company can deduct it from future claims.
Understand the difference between a settlement and a lawsuit
A settlement is an agreement where Uber pays you a lump sum and you agree not to sue them. Settlements are faster — usually resolved within weeks or a few months — but the amount is often less than what a court might award. Once you accept a settlement, you cannot go back and ask for more money later, even if your injuries turn out to be worse than expected.
A lawsuit means you file a case in court and a judge or jury decides how much Uber owes you. Lawsuits take longer — often a year or more — but can result in higher awards, especially if the driver was clearly at fault or behaved recklessly. If you win, Uber must pay the full amount the court awards, plus court costs.
Most Uber trips include a clause in the terms of service that requires disputes to go to arbitration instead of court. Arbitration is a private process where a neutral third party hears both sides and makes a decision. Arbitration is usually faster than court but more formal than a settlement negotiation. If Uber invokes arbitration, you will need to follow that process instead of filing a lawsuit.
Frequently Asked Questions
What if the Uber driver was not at fault for the crash?
If another driver caused the crash, Uber's insurance will still cover your medical bills and losses, but Uber's insurance company may pursue a claim against the other driver's insurance to recover what they paid. You can also file your own claim against the at-fault driver's insurance. Do not sign any agreement that prevents you from pursuing the other driver's insurance.
Do I need a police report to file a claim with Uber?
A police report is helpful but not always required. If police responded to the scene and filed a report, include the report number when you file your claim with Uber. If no police report was filed, Uber can still process your claim based on your account and medical records, though the process may take longer.
Can Uber deactivate my driver account if I file a claim as a passenger?
No. Uber cannot retaliate against you for reporting a crash or filing a claim. If Uber deactivates your account after you file a claim, that is illegal retaliation. You can report this to your state's labor commissioner or attorney general.
What if I was injured but did not go to the hospital right away?
Seek medical attention as soon as you realize you are injured, even if it is days after the crash. Explain to the doctor that you were in an Uber crash on a specific date. The doctor's notes will show the connection between the crash and your injury. The longer you wait, the harder it is to prove the injury came from the crash, but it is still possible if you have medical documentation.
Will filing a claim affect my Uber rating or future rides?
Filing a claim as a passenger does not affect your rating or your ability to request rides in the future. Uber keeps claims separate from the rating system. Your rating is based only on your behavior as a passenger, not on whether you have filed a claim.