The purpose of this study is to determine in detail the analysis of motor vehicle claims procedures. Researchers also want to know about the factors that cause claims. The research method used by researchers is descriptive qualitative and quantitative. Researchers take and observe primary data directly in an insurance company in Indonesia. The analysis was carried out for 3 years, namely 2017, 2018, and 2019. Based on the results of the study, the claims procedure was carried out in several stages. These steps are a claim incident report, prepared documents, submission of documents to the claims department, document check, verification, survey, analysis, and claim settlement. The factors causing the most claims in 2017 were damage due own at 60%. in 2018 the cause of most claims was due to other damage by 50%. The same was true in 2019, namely due to own damage of 60%. Meanwhile, the claim fee that must be paid by the company in the last 3 years has reached Rp. 3,932,415,699.00.
motor vehicle insurance, claims, definitive loss advice
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