The Triage Principle: The Only First Call to Make After a Car Accident

The 10-Minute Mistake That Cost Me Thousands

The sound was a sickening crunch of metal and plastic, a sound you feel in your teeth before your brain even processes it.

My first real car accident.

I was in my early twenties, driving a car that represented years of savings.

One moment I was waiting at a stop sign, the next I was jolted forward, my head snapping back against the rest.

A driver, distracted by his phone, had failed to stop and plowed into my rear bumper.

Shaken but seemingly unhurt, I got O.T. The other driver was incredibly apologetic.

“I’m so sorry, I totally wasn’t paying attention, this is 100% my fault,” he said, words tumbling out in a rush of guilt.

We exchanged information, and as we stood on the side of the road, my phone rang.

It was a private number.

The man on the other end was calm, professional, and introduced himself as an adjuster from the other driver’s insurance company.

He said he just wanted to get a few details while they were fresh in my mind to “speed up the process.”

In my adrenaline-fueled haze, this seemed reasonable, even helpful.

I wanted this to be over with.

I wanted to be cooperative.

So, I agreed to a brief, recorded statement right there on the roadside.

He asked what happened.

I recounted the events, and then he asked, “Was there anything you could have done to avoid the collision?” I hesitated.

“I don’t know,” I said honestly.

“Maybe if I had been looking in my rearview mirror at that exact second, I might have seen him coming and could have…

I don’t know, honked?”

That was it.

A ten-minute phone call.

A single, speculative sentence born from shock and a desire to be helpful.

Weeks later, that sentence became the cornerstone of the other insurer’s argument.

They claimed my statement suggested I was not fully aware of my surroundings, and therefore shared a small percentage of the blame—a concept called contributory negligence.¹

They used my own words, spoken in a moment of vulnerability, to slash their settlement offer by thousands of dollars.

I felt foolish, angry, and completely outmaneuvered.

I had followed what I thought were the rules of decency, only to learn that in the aftermath of an accident, you’re not playing that game.

You’re in an entirely different arena, one with its own set of brutal, unwritten rules.

The Epiphany: The Post-Accident Triage Principle

The frustration from that experience sent me down a rabbit hole of research.

I read legal blogs, insurance policy fine print, and procedural manuals.

I was determined to never be a victim of my own ignorance again.

The real breakthrough, the moment that changed everything, came from a place I never expected: the field of emergency medicine.

I started reading about the principles of medical triage, the method paramedics and ER doctors use to handle mass casualty incidents.³

Triage, a French word meaning “to sort,” is a system of prioritization.

When resources are scarce and needs are overwhelming, medics don’t treat patients on a first-come, first-served basis.

They perform a rapid, disciplined assessment to determine who needs immediate, life-saving intervention, who can wait, and who is beyond help.

The goal is simple and ruthless: to do the greatest good for the greatest number of people by applying limited resources with maximum strategic impact.⁴

Suddenly, it all clicked into place.

My mistake wasn’t just that I talked to the wrong person.

My mistake was that I had no system.

I was reacting, not acting.

I had treated a crisis like a conversation.

This is the epiphany that changed my entire approach: A car accident scene is not just a legal problem; it’s a financial and legal emergency zone.

Your role is not to be a victim, but to act as the First Responder for your own case.

From this realization, I developed what I call the Post-Accident Triage Principle.

It’s a mental model that transforms the chaos and confusion of a crash into a clear, sequential protocol.

It’s about sorting your actions, your priorities, and your communications to stabilize the situation, prevent further damage to your claim, and ensure the best possible long-term outcome.

You have to assess the scene, perform critical interventions, and communicate with your command center—all before the other side has a chance to dictate the narrative.

Triage Step 1: Secure the Scene and Gather Intel

Before you ever think about picking up the phone, your first job as your own First Responder is to stabilize the scene and gather critical intelligence.

Just as a paramedic’s first actions determine a patient’s chances of survival, your first actions at the scene will determine the health of your insurance claim.

Assess for Immediate Dangers

The absolute first priority is human safety.

Check on yourself, your passengers, and the occupants of the other vehicle(s).

If anyone is injured, your first and only action is to call for emergency medical services (999 in the UK, 911 in the US/Canada, 000 in Australia, 111 in NZ).⁶

If it is safe to do so and the vehicles are creating a hazard, move them to the side of the road.

Turn on your hazard lights to warn other drivers.⁶

Your physical well-being and the safety of others on the road trump everything else.

Control the Narrative: Do Not Admit Fault

This is the single most critical life-saving intervention for your claim.

In the high-emotion moments after a crash, it is natural to want to apologize.

A simple “I’m so sorry” can feel like a basic act of human decency.

Do not do it.

Such statements can be interpreted as an admission of liability by insurance companies and used to deny or reduce your claim.¹⁰

Your job is not to determine fault at the scene; that is the job of law enforcement and insurance investigators.

When interacting with the other driver, be calm and cooperative, but stick strictly to the facts.

Exchange information, but do not discuss how the accident happened or who you think is to blame.

Even if you believe you are at fault, you may not be aware of all contributing factors, such as the other driver’s speed or a mechanical failure.

Gather Vitals: Your Evidence Collection Checklist

A paramedic gathers a patient’s vital signs to build a picture of their condition.

You must gather the “vitals” of the incident to build the foundation of your claim.

The evidence you collect in the first 30 minutes is exponentially more valuable than anything gathered later, as it captures an objective reality before memories fade or physical evidence disappears.¹¹

Your smartphone is your most powerful tool.

Use it to create a comprehensive record:

• Photographs and Videos: Take more photos than you think you need. Capture wide-angle shots of the entire scene from multiple angles, showing the final resting positions of the vehicles, traffic signs, road markings, and general road conditions. Then, take close-up photos of the damage to all vehicles involved, including the license plates. If there are skid marks on the road or debris, document it.¹⁰
• Information Exchange: You must exchange details with the other driver(s). Get a photo of their driver’s license and insurance card if possible. At a minimum, write down the following:

• Full Name, Address, and Phone Number ¹³
• Insurance Company Name and Policy Number ⁶
• Driver’s License Number ¹⁵
• Vehicle Make, Model, Color, and License Plate Number ⁶

• Witness Information: Independent witnesses are invaluable. Their testimony is often seen as more objective than that of the drivers involved. If anyone saw the accident, politely ask for their name and phone number. Their account could be crucial in resolving disputes about fault.¹⁰
• Police Report: In almost all cases, it is critical to call the police to the scene. A police report is an official, third-party record of the incident. It provides a formal document that insurance companies rely on heavily during their investigation. Failing to call the police is one of the most consequential mistakes you can make.¹⁰ Be sure to get the responding officer’s name, badge number, and the report number.

Triage Step 2: Radio Your Command Center (The Only First Call to Make)

Once the scene is secure and you have gathered your intel, the next step in the triage process is to communicate.

But who you communicate with is the single most important decision you will make.

This is where countless people make the ten-minute mistake that I did.

The answer, however, is unambiguous and universal.

The Golden Rule: ALWAYS Call Your Own Insurance Company First.

This rule is absolute.

It applies whether you were clearly not at fault, clearly at fault, or somewhere in between.

It applies in at-fault states and no-fault states.

It is the correct protocol in the United States, Canada, the United Kingdom, and Australia.⁶

It is the only move that aligns with your best interests.

Your Insurer is Your “Command Center”

Think of your insurance company as your Command Center.

You pay them a premium, and in exchange for that fee, you have a team on retainer.

They have a legally binding, contractual “duty of good faith” to you.¹⁸

This means they are obligated to act as your advocate, your guide, and your shield.

When you call your own insurer to report the accident (a process known as First Notice of Loss or FNOL), you activate your team.

They will:

• Guide You Through the Process: They will tell you exactly what to do next, from arranging a tow truck to finding an approved repair shop.¹⁷
• Act as Your Advocate: They will open a claim and assign an adjuster whose job is to represent your interests. They will work to ensure you receive the benefits you are entitled to under your policy, such as collision coverage for your repairs or rental car reimbursement.¹⁷
• Manage Communications: Crucially, they will handle all communications with the other driver and their insurance company. They become the buffer, protecting you from direct contact with the other side.¹⁷
• Investigate on Your Behalf: They will conduct their own investigation to determine fault, fighting on your behalf if there is a dispute.¹⁷

The Other Insurer is the “Adversary”

If your insurer is your Command Center, the other driver’s insurance company is the adversary.

This is not an insult; it is a simple statement of their business function and legal position.

Their primary objective and fiduciary duty is to their shareholders and their own policyholder—not to you.

Their goal is to minimize their company’s financial liability, which means paying you as little as possible.¹⁶

The adjuster from the other company is a highly trained professional negotiator.

Their kindness on the phone is a tactic, not a genuine offer of help.

You have no legal obligation to speak with them, and you should not.¹⁶

Engaging with them directly exposes you to significant risks:

• The Recorded Statement Trap: They will almost always ask for a recorded statement. Their goal is to get you on record, often in a state of shock, and coax you into saying something—anything—that can be twisted to imply you share some of the fault, just as they did with me.¹⁰
• Fishing for Information: They will ask seemingly innocent questions designed to undermine your claim. Questions about where you were going, if you were in a hurry, or your medical history are all attempts to find leverage against you.
• The Lowball Settlement Offer: A common tactic is to offer a quick, small settlement before the full extent of your damages is known. They might offer a few hundred dollars on the spot to “make it go away.” Accepting this offer is almost always a mistake, as you will likely have to sign a release waiving your right to any future claims, even if you later discover your injuries are more severe or repairs are more costly than you thought.¹²

If the other driver’s insurer calls you, your response should be polite, firm, and brief: “Thank you for calling.

I will not be providing a statement at this time.

My insurance company is, and they will be handling all communications.

Please contact them directly.” Then, hang up.

Understanding the Operational Environment: At-Fault vs. No-Fault Systems

Part of any effective emergency response is understanding the environment in which you are operating.

In the world of car insurance, the primary environmental factor is your state’s or province’s legal framework for handling accidents.

In the United States, these frameworks fall into two main categories: “At-Fault” (also known as a Tort system) and “No-Fault”.²¹

Knowing which system you are in helps you understand how your claim will be processed

after you’ve made that first critical call to your own insurer.

The “At-Fault” (or “Tort”) System

The majority of U.S. states operate under an at-fault system.²

The principle is straightforward: the person who is legally determined to be at fault for causing the accident is responsible for paying for the damages of the other party.²²

• How it Works: After an accident, the insurance companies for all involved parties investigate to determine who was negligent. They use police reports, driver and witness statements, photos, and other evidence to assign a percentage of fault to each driver.²¹
• Who Pays: The at-fault driver’s liability insurance pays for the other party’s losses. This includes property damage (vehicle repairs) and bodily injury (medical bills, lost wages, and in many cases, non-economic damages like “pain and suffering”).²²
• Key Implication: In an at-fault state, you have the right to sue the at-fault driver directly to recover your damages. However, these states also often have rules about “comparative” or “contributory” negligence. This means if you are found to be partially at fault (even 1% in some strict states), the amount you can recover may be reduced or even completely eliminated.¹ This is why never admitting fault is so critical.

The “No-Fault” System

A minority of states (currently 12, plus Puerto Rico) have adopted a no-fault system.²²

The name is one of the most misunderstood terms in insurance.

It

does not mean that fault is never determined.

The primary goal of a no-fault system is to streamline the payment process for injuries and reduce the number of lawsuits for minor accidents.²

• How it Works for Injuries: The “no-fault” part applies mainly to bodily injuries. Regardless of who caused the accident, your own insurance policy pays for your initial medical expenses and lost wages up to a specified limit. This is covered by a mandatory part of your policy called Personal Injury Protection (PIP).²¹ You deal with your own insurer for your injuries, which means you get compensated faster without having to wait for a fault determination.²
• How it Works for Vehicle Damage: Fault is still determined for property damage. The at-fault driver’s property damage liability insurance is still responsible for paying for the other driver’s vehicle repairs.²¹
• Key Implication: In a no-fault state, your right to sue the other driver for pain and suffering is restricted. You can typically only file a lawsuit if your injuries are “severe” and meet a certain threshold defined by state law. This threshold can be verbal (e.g., death, significant disfigurement) or monetary (e.g., your medical bills exceed a certain dollar amount).²³

Even with these different systems, the Triage Principle holds: your first call is always to your own insurer.

They know the specific laws of your state and are in the best position to navigate them on your behalf.

Feature	At-Fault (Tort) System	No-Fault System
Who pays for my medical bills?	The at-fault driver’s Bodily Injury Liability insurance.	Your own Personal Injury Protection (PIP) coverage pays first, up to your policy limit.
Who pays to repair my car?	The at-fault driver’s Property Damage Liability insurance.	The at-fault driver’s Property Damage Liability insurance.
Can I sue for pain & suffering?	Yes, you can sue the at-fault driver for non-economic damages.	Only if your injuries meet a state-defined severity threshold (verbal or monetary).
Primary Goal of the System	To assign full financial responsibility to the negligent party.	To expedite payment for medical expenses and reduce litigation for minor injuries.

Global Triage Protocols: Your Guide to the First Call, Worldwide

While the at-fault and no-fault distinction is primarily a feature of the U.S. system, the Triage Principle of calling your own insurer first is remarkably consistent across major English-speaking countries.

However, the underlying systems have important nuances that are critical to understand.

United States

As discussed, regardless of whether you are in an at-fault or no-fault state, the golden rule is universal: call your own insurance company first.

They will manage the claim according to the specific laws of your state, protecting you from the other party’s insurer and ensuring the correct procedures are followed.¹⁶

Canada

Canada’s system is often described as “no-fault,” but it’s more accurately a hybrid model.

When you are in an accident, you deal exclusively with your own insurance company for all claims—both for injuries and vehicle damage.¹⁵

This is part of a system called Direct Compensation for Property Damage (DCPD).

However, your insurer will still determine fault behind the scenes using a set of government-regulated Fault Determination Rules.¹⁵

If you are found to be at fault, it will go on your driving record and can significantly increase your premiums at renewal.¹⁵

So, while you only deal with your own company, fault is still a critical component.

The first and only call you need to make is to your own insurer.

United Kingdom

The UK operates on a traditional at-fault system.

The first call should always be to your own insurer, who will then coordinate with the other party’s insurer.⁶

It is a legal requirement to report an accident to the police within 24 hours and to notify your insurer promptly (usually within 48 hours), even if you do not intend to make a claim.

Failing to do so can invalidate your policy.⁶

The process that follows depends on your level of coverage.

If you have comprehensive insurance, your company will handle your repairs and then seek to recover the costs from the at-fault party’s insurer.

If you only have third-party insurance, you will need to claim directly from the other driver’s insurer, but your own company should still be your first point of contact for guidance.¹³

Australia

The process in Australia is very clear: you must contact your own car insurer first, even if you are not at fault.⁷

Your insurer acts as your agent in the process.

You provide them with all the details of the accident and the other driver, and they will then liaise and negotiate with the at-fault driver’s insurance company to settle the claim and arrange for your repairs.⁷

This system is designed to streamline the process for the not-at-fault driver, allowing them to deal with the company they have a relationship with rather than an unfamiliar and potentially adversarial one.

New Zealand

New Zealand presents the most unique situation because car insurance is not compulsory.²⁷

This makes the Triage Principle’s application dependent on your level of coverage.

• If you have Comprehensive Insurance: The advice is the same as elsewhere. Call your own insurer immediately. They will handle your claim and then pursue the at-fault driver (or their insurer, if they have one) to recover the costs. This is the simplest and safest path.²⁷
• If you only have Third-Party Insurance (or no insurance): The situation is much more complex. Your policy only covers damage you cause to others. If an uninsured driver hits you, your policy offers very limited (or no) coverage for your own vehicle. In this scenario, you may have no choice but to try and recover costs directly from the at-fault driver. This can be a difficult process that may end up in a Disputes Tribunal.²⁷ This reality underscores the immense value of having comprehensive insurance in New Zealand.

Country	The Golden Rule	System Type	Critical Consideration
United States	Call your own insurer first.	Mixed (At-Fault & No-Fault by state).	Your insurer navigates the specific state laws for you. Never speak to the other insurer.
Canada	Call your own insurer first.	Hybrid “No-Fault” (DCPD).	You deal only with your insurer, but they still determine fault, which affects your premiums.
United Kingdom	Call your own insurer first.	At-Fault (Tort).	You must report the accident to your insurer promptly, even if you don’t plan to claim.
Australia	Call your own insurer first.	At-Fault (Tort).	Your insurer acts as your representative to claim against the at-fault party’s insurer.
New Zealand	Call your own insurer first (if you have Comprehensive cover).	At-Fault (Tort).	Insurance is not compulsory. Without comprehensive cover, you may have to pursue an uninsured at-fault driver personally.

Advanced Field Medicine: Avoiding Common Mistakes and Insurer Traps

Being a First Responder for your claim doesn’t end with the first call.

The claims process can be long and full of pitfalls.

You must remain vigilant to avoid injuring your own case and to recognize the hostile tactics an adversarial insurer might use against you.

Part 1: Self-Inflicted Wounds (The Top 10 Mistakes to Avoid)

These are the common, unforced errors that can cripple a valid claim.

Avoiding them is a core part of the Triage Principle.

1. Admitting Fault: As covered, never apologize or accept blame at the scene.¹⁰
2. Delaying the Report to Your Insurer: Insurance policies have clauses that require you to report an accident promptly. Waiting days or weeks can give them a reason to deny your claim for breach of contract.¹¹
3. Not Calling the Police: A police report is the most credible piece of initial evidence. Without it, a claim can devolve into a “he said, she said” dispute.¹⁰
4. Failing to Gather Evidence: Insufficient photo evidence or a failure to get witness information weakens your position and gives the other insurer more room to dispute the facts.¹⁰
5. Not Seeking Prompt Medical Attention: Gaps in treatment are a major red flag for insurers. They will argue that if you were truly injured, you would have seen a doctor immediately. Delaying medical care can jeopardize both your health and your injury claim.¹⁰
6. Giving a Recorded Statement to the Other Insurer: This is the mistake that started my journey. It is never in your interest to do this. Politely decline and refer them to your insurer.¹⁶
7. Accepting the First Settlement Offer: Initial offers are almost always lowball figures designed to close the case quickly and cheaply. Never accept an offer until you are certain of the full extent of your damages, including future medical care and final repair costs.¹²
8. Posting on Social Media: Assume the other insurer is watching. Posting photos of you at the gym or a simple status update like “Feeling great today!” can be taken out of context and used as “evidence” that your injuries are not as severe as you claim.¹⁰ It is best to refrain from posting anything about your accident or recovery until your claim is settled.
9. Failing to Document All Expenses: Your claim is not just for the big-ticket items. Keep meticulous records of everything: medical co-pays, prescription costs, mileage to and from doctor’s appointments, and lost wages. Every undocumented expense is money you cannot recover.¹⁰
10. Signing a Release Without Full Understanding: When you accept a final settlement, you will sign a release form. This is a legally binding document that permanently ends your claim. Be absolutely sure you are satisfied with the settlement before signing, as you cannot go back and ask for more money later.¹¹

Part 2: Recognizing Hostile Tactics (Insurer “Bad Faith” Playbook)

When dealing with the other party’s insurer (or even your own, in rare cases), it’s important to recognize tactics that may constitute “bad faith”—actions that are unfair, deceptive, or designed to avoid paying a legitimate claim.¹⁸

1. Unnecessary Delays: Intentionally dragging their feet on investigating your claim, responding to your calls, or making a decision. This is often a strategy to frustrate you into either giving up or accepting a low offer out of desperation.¹⁸
2. Requesting Excessive or Irrelevant Documentation: Burying you in paperwork requests for documents that are not relevant to the claim is another common stalling tactic.¹⁸
3. Misrepresenting Your Policy or the Law: An adjuster might tell you that something is not covered when it actually is, or misstate the law regarding your rights. This is a serious breach of conduct.¹⁸
4. Lowball Offers: Offering a settlement that is grossly inadequate to cover your documented losses. This tactic preys on claimants who are not represented by an attorney and may not know the true value of their claim.¹⁸
5. Denial Without a Clear Reason: An insurer is legally required to provide a specific, written reason for denying a claim. A vague denial or a refusal to explain their reasoning is a major red flag.¹⁸
6. Failure to Conduct a Proper Investigation: Rushing an investigation, ignoring key evidence (like a witness statement), or showing clear bias in their analysis are all signs that they are not conducting a fair assessment of the claim.¹⁸

If you believe an insurer is using these tactics, it is crucial to document every interaction and consider seeking legal advice.

Conclusion: From Victim to First Responder

Looking back at that first accident, the thousands of dollars I lost still sting.

But the lesson I learned was worth far more.

The feeling of being a helpless victim in a system I didn’t understand has been replaced by the quiet confidence that comes from having a plan.

The Post-Accident Triage Principle took the chaos, fear, and uncertainty of a crash and replaced it with a clear, logical protocol.

It turned me from a passive victim into a proactive First Responder for my own well-being.

In the chaotic moments after an accident, you have a choice.

You can be overwhelmed by the noise and confusion, susceptible to the agendas of others.

Or you can take a deep breath, silence the noise, and execute your plan.

You can be the one in control.

The principles are simple but powerful.

They are your shield in a moment of vulnerability.

• Secure the Scene: Prioritize safety first, then meticulously gather the evidence that will form the bedrock of your claim.
• Control Communications: Be calm, be factual, and never, ever admit fault. Your words have power—use them wisely.
• Make the One Right Call: Contact your own insurance company immediately. They are your command center, your advocate, and your professional guide through the storm.
• Know the Environment: Understand the basic rules of your local fault system. Knowledge is the first line of defense.
• Stay Vigilant: Protect your claim throughout the process by avoiding common mistakes and recognizing the tactics designed to undermine you.

A car accident is an unplanned, unwanted crisis.

But being unprepared is a choice.

By adopting the mindset of a First Responder, you give yourself the best possible chance to navigate that crisis successfully, protect your financial health, and emerge from the experience whole.

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