Auto claims FAQ

Providing a police report is optional. But it’s helpful for claims that involve injuries or multiple people, when it's unclear who's at fault, or for acts of vandalism or theft.

We can’t tell you in advance if filing a claim will increase your premium. Several factors affect auto rates, including the number of claims filed and the cost of each.

We’ll let you know about any rate changes when it’s time to renew your policy.

You can submit photos quickly and easily:

• On usaa.com or the USAA Mobile App, by going to My Claims Center.
• By emailing your adjuster. You can find their email in My Claims Center.
• By faxing us at 800-531-8669. Include your name and member number on the top of all fax pages.
• You'll get a confirmation for any documents sent in My Claims Center.

Yes. You can request a list of STARS options in your area when you set up your inspection.

The STARS shop will contact you to schedule an inspection. They'll write an estimate and send photos to us within 1 to 2 business days.

After we approve the estimate, they’ll contact you to schedule repairs. If they can start repairs right away, you can leave your car and pick up your rental if your policy covers it.

No. Your STARS shop can take care of the estimate for you.

If you decide to use a different shop, we’ll need to approve the estimate before they can begin repairs.

After you pick your STARS shop, they’ll contact you either by phone or email.

If you don’t hear from them after a couple business days, it's best to call the shop.

After we approve your estimate, you can use the shop of your choice to repair your car.

If you’re not sure you want to use a STARS shop for repairs, you can set up a drive-in inspection at one first. They’ll give you USAA-approved estimate, and you can decide after if you want to use them for repairs.

You’ll just need to contact the shop to confirm the date and time of the inspection.

You can change your appointment time or select a new shop through My Claims Center.

If your vehicle isn't drivable, you'll need to have it towed to the shop. If you need help arranging a tow, call us at 800-531-USAA (8722).

No matter which option you choose, we need to know where your car is and your permission to get it to the shop.

The STARS shop will contact you when your vehicle has arrived. Sometimes they need time to process the vehicle before they contact you.

Your repairs have a limited lifetime warranty(Opens new window). The warranty applies anywhere in the U.S. and covers the quality of workmanship for as long as you own the car.

If the STARS shop that did the original repairs is local, we ask you to let them make the repairs under warranty.

If you use the towing service we provide, you’ll get updates when your car arrives at the repair shop.

If you use another towing service or your car is moved from one shop or lot to another, you can get updates from the company providing the service. You may want to contact them first.

We can also help locate your car if you message us with your claim number in My Claims Center.

You should file your claim first. We’ll go over your options to get an approved inspection and estimate for repairs.

After you get an approved estimate, you can find a shop to schedule repairs. You can choose a shop from our STARS network or use your own shop.

If you choose to use a STARS shop, we’ll pay the shop for the cost of repairs.

If you use a shop outside our network or decide not to repair your car, we’ll pay you directly.

If you use a STARS shop, we’ll automatically update your repair status in My Claims Center.

If you're working with a shop outside our network, contact them directly.

Hidden damage can change the cost of your repair. We need to review any supplemental repairs before they’re made.

We’ll work with the shop to understand the damage and repair costs. Your adjuster will update your claim with any extra damage that’s covered.

We may include OEM parts in your estimate if your car is the current or recent year model.

For older cars, your estimate will typically include quality replacement parts from other manufacturers. You can still request OEM parts. In most states, you'll just need to pay for the cost difference.

You don't need to do anything. We'll work with your shop to address cost differences or unexpected damage. All they need to do is follow the instructions on the estimate.

An inspection typically takes between 2 to 7 business days. It can depend on the way you choose to get your car inspected.

The time it takes to finish repairs depends on the damage. A shop can usually do simple repairs in a few days, but it may take longer for more complex jobs or if they need to order parts.

Supply chain and labor shortages in the collision repair industry may also affect the average time it takes to finish your inspection or repair.

You should let the repair shop know and give them a chance to fix it.

If you used a STARS shop and they can’t resolve the issue, you can message your adjuster with the details through My Claims Center.

To help make sure you’re satisfied with the quality of workmanship, repairs done through our STARS network have a limited lifetime warranty(Opens new window).

To help move your claim forward, you can:

• Remove your things from your car. Don't forget any documents in your glove box.
• Remove the license plates if it's required by state law or your adjuster asks you to.
• Give the repair shop or towing service permission to release your car, so we can move it to a secure storage facility. This can help you avoid daily storage fees.
• Find your car title. If your lender has your title, give them permission to release it to us along with your loan payoff information.

In most states, yes. If you keep it, we’ll deduct the salvage value of your car from the settlement amount. The salvage value is what we expect to get for selling your car.

Depending on your state laws, you may need to: 

• Have your title changed to show that your car was a total loss.
• Go through a state vehicle inspection process. Some states may not let you to register your vehicle again.

Check with your local department of motor vehicles before you decide. The insurance department can tell you what coverages you still need to carry if your car is a total loss.

We use a vendor database tool to find comparable vehicles recently offered for sale in your area. It adjusts the value based on your car's mileage, condition and options.

You can review the detailed inspection report before we finalize the settlement offer.

If something doesn’t look right, let your adjuster know. You can message them and upload any supporting documents in My Claims Center.

Here's how we decide who gets the payment:

• If you own the vehicle, we pay you.
• If you're leasing your vehicle, we pay the lease company.
• If you're making payments to a finance company that's listed on your policy or title, we pay them first.
• If there's money left after we pay your finance company, we send it to you.

You should contact your lender to check if you have what's called either total loss protection or gap coverage.

If you do, your lender will pay the difference between the actual cash value of your vehicle and the loan balance. If you don't have this coverage with your loan, you’ll need to pay the remaining balance.

Policyholders in Washington state might automatically have gap coverage. Your adjuster can let you know if you have it.

In most cases, yes. Your policy offers limited coverage for rental car damage with a few exceptions, such as moving vans or vehicles made available for regular use.

For overseas rentals, you can buy coverage directly from the rental company.

If you rent a vehicle through a major credit card, they may offer you more coverage. Check with your card provider for more details.

To help make renting a car simpler, we work with Enterprise. To reserve a car online, go to your claim in My Claims Center. Find the rental section and select “Reserve Rental."

You can also reserve a car in person at your local Enterprise location.

Make sure your car has been inspected and you have an approved estimate before making the reservation.

No. If they can’t find you a car in your covered class within 2 hours from when it’s assigned, they should provide a vehicle in the next class at no extra cost.

Yes. You'll need to pay the difference in costs between the standard rental vehicle and any voluntary upgrade. For all the details, review your policy.

If your car is at a STARS repair shop, your adjuster does this for you.

If you chose a different shop, they need to contact us about the additional work. After our review, your adjuster approves the work and extends the reservation.

Make sure to give Enterprise the name of the shop, so they can contact your shop for a status update and extend the reservation as needed.

If you have rental coverage, it begins the day your approved repair starts and ends when your car is fixed. This coverage can't exceed your policy limits.

If your car isn’t reparable and considered a total loss, we’ll make a settlement offer. The rental coverage will typically end within 7 days of the offer. Your adjuster will help you decide what to do next.

If you need to keep the rental longer, contact Enterprise to request an extension. You'll be responsible for any charges beyond your policy limits.

Yes. There's no charge if you return the car to a different Enterprise rental location, except in Alaska and Hawaii.

The one-way program doesn’t include every car. Check with their team when you pick up the car if you plan to return it somewhere else.

Yes, but there may be exceptions. You can typically add a driver who lives in the same household at no extra charge.

Discuss your needs with the Enterprise team when you pick up the rental.

If you paid for your rental out of pocket, we may reimburse you the cost if you had a covered loss. For more details, contact the adjuster for your claim in My Claims Center.

It depends on the number of vehicles and injuries. Simple claims could take a few business days, and more complex ones might take weeks.

After you complete the claim report online, we’ll ask you for your bank account information so we can transfer payments directly to your account. This option is the fastest way to get your money.

After we approve your claim, we'll deposit your money, minus the deductible, into your account.

You can check on your reimbursement in My Claims Center. If it’s approved, we'll pay it as soon as possible.

 Our records show that another person or entity, such as a spouse or mortgage lender, has a legal interest in your payment.

Contact us if any lender information is incorrect, so we can update it and issue a correct payment.