Homeowners claims FAQ

We don't always need someone to visit your home to do an inspection. Photos you send us with your claim may be enough for us to evaluate the damage to your home.

Your adjuster will discuss the process that’s best for your claim and situation with you.

Send a message to your adjuster in My Claims Center.

Keep in mind that rescheduling your inspection can make your claim take longer.

Your adjuster checks the damaged areas you reported in your claim. They'll inspect your home to make sure they don't miss any damage that your policy might cover.

The adjuster will also write a report, or an estimate, that details what it would cost to repair or replace the covered damage.

Check with your adjuster to see what they recommend. Submitting photos or video of the damage might be enough.

A few situations don’t require you to be there for the inspection.

• If there's only damage to the outside of your home, such as roof damage
• If someone else, such as a family member or property manager, can grant access to the inside of the home. That person must be at least 18 years old.

Personal property is any item you own that was damaged due to a covered loss. You may be able to include these as part of the damage and can list things like bikes, furniture, TVs and more.

If you don't have a receipt, you might be able to submit other proof of ownership, such as a bank statement or photos.

And you can upload your proof of ownership to My Claims Center.

Yes. Save your damaged items until your adjuster tells you it's OK to get rid of them.

You can easily add things to your inventory while your claim is open. Just send your adjuster a message in My Claims Center.

Reviews usually take 7 to 10 business days, but they can take longer, especially after a natural disaster.

We’ll notify you after we approve the estimate. When it’s ready, you can view it in My Claims Center.

Itemized estimates can help your adjuster review your claim more quickly. They're also necessary to show all damaged materials.

Be sure to let your adjuster know about the cost difference as soon as possible.

Use the claims center to send us an itemized estimate with photos showing the need for an increase.

That’s possible but be sure to contact your adjuster before starting repairs.

You should send us supporting details such as photos and an itemized estimate for your adjuster to review.

Depreciation is based on the age and condition of the damaged item. We use a current price list for materials and cost of labor in your area for the items shown in your estimate.

You can ask your friends or family for recommendations.

You can also search for reputable contractors online using ratings and reviews from the Better Business Bureau or another consumer rating company website.

If you want help, we can give you a list of qualified service providers. With a USAA-preferred contractor, you get:

• A 5-year warranty.
• Convenient scheduling.
• An estimate that's available on usaa.com or the USAA Mobile App.

No, we're prohibited by law from requiring that you use a specific contractor for your repairs.

Your policy will cover the reasonable costs of repairing your home no matter who you choose.

Your policy will only pay for what's covered under your claim. It doesn't cover the added cost of improvements or upgraded items.

If possible, work with your contractor directly.

If you can’t resolve your concerns and don’t want to work with the contractor anymore, contact your adjuster. They’ll guide you on next steps.

Contact your adjuster about this as soon as possible. They can help you with next steps.

While we investigate if your policy’s coverage applies, you should try to prevent more damage.

Here are some common examples of what you can do.

Water leak or broken pipe

• Stop the source of the water. Allowing water to collect or pool in areas can cause mold and rot. Turn the water off or call a plumber if you're unable to find the source.
• Mop or dry up standing water.

Damaged doors and windows

• Board up broken windows or doors until a contractor can fix them. It's important that you secure your home to protect you and your family.

After you submit your claim, you can send your adjuster a message in My Claims Center.

You can upload any receipts and invoices for your repairs. Your adjuster will then review them and arrange to reimburse you if it’s approved.

Those repairs may count toward your deductible if you have a covered loss. So keep track of all your receipts for any temporary repairs you make.

If your policy covers the damage, we'll also cover reasonable expenses to prevent more damage.

Our goal is to pay claims as quickly as possible once we've figured out what we owe you based on your coverage.

We may issue payments to you, the mortgage company or the repair company. If we issue the payment in your name only, we’ll use the payment method you choose, either paper check or electronic funds transfer.

Mortgage companies require us to list their name on claim payments. You’ll need to have them endorse the check before you can submit it to your bank. Checks that aren't endorsed will be returned without payment.

Contact your mortgage company for endorsement instructions. If your mortgage company requests an adjuster worksheet or report, give them your repair estimate.

If there's an issue with your payment, contact your adjuster. You can call them or reach out through My Claims Center.

Most insurance companies typically make two payments for a covered loss. The first payment is for the depreciated value of the covered damage at the time of your loss.

We sometimes make a second payment once you repair all the covered damages. This additional payment is often referred to as recoverable depreciation, or "holdback."

For example, if there's damage to your 10-year-old roof, the first payment may reflect the value of a roof that's 10 years old. Once you replace the roof, you may be reimbursed for the remaining cost of a new roof of similar kind and quality.

Send us copies of receipts or invoices for repair or replacement of your damaged property. Your adjuster will review the material to see if you qualify for a recoverable depreciation payment.

Any additional payments we issue will take into account any previous payments and your deductible.

It may help with covered expenses above your normal day-to-day expenses due to temporary relocation, such as:

• Housing and hotel costs.
• Pet boarding.
• Moving costs.
• Temporary storage.
• Increase meal expenses.
• Gas.
• Laundry.
• Parking.

Make sure to hold on to any receipts. You can send them to us in My Claims Center.

Yes. We've partnered with temporary housing vendors that can help you find accommodations during your covered repairs. The vendor may contact you directly to confirm housing.

If you're staying with someone while your home is unlivable and they’re charging you, give your adjuster the details.

Your policy offers ALE coverage for the shortest time required to complete the covered repairs. If you permanently relocate, it's the shortest time needed for your household to settle elsewhere or until you have reached the policy limit.

Work with your contractor to determine the timeline for your repairs, and give that information to your adjuster as soon as possible.

We may deny a claim because it wasn't covered under the terms of your policy or if the damage wasn't caused by a covered loss.

Sometimes there may not have been a policy in force when the loss occurred.

You can discuss it with your adjuster by phone or by sending them a message in the claims center. If you have new information regarding the claim, we're happy to help.

You don't need to do anything if we denied your claim. We'll give you the reason for any denial, partial denial or policy exclusions.

Your adjuster will contact you. And you'll get an email with the coverage decision. You can also check your claim status in My Claims Center.