Water damage claim timeline
Find out what steps to take if your home is damaged by a water leak or flood.
To review the timeline later, download these steps.
Step 1: Contact USAA.
You can file a claim on usaa.com or the USAA Mobile App. Check your claim status in My Claims Center.
Here's what else you can do:
- Turn the water off.
- Take notes and photos of the cause and what was damaged.
- Clean up any pooling water and try to dry things out as best you can.
- Contact a plumber or appliance technician if needed.
- Save any estimates, invoices or receipts. Send them to your adjuster as soon as possible.
Step 2: Set up water dry out.
A water removal or mitigation company can provide quick water cleanup and dry the area to help prevent further damage.
Here's what you can expect:
- If you prefer and they're available, we can send a water cleanup professional for you if you have a covered loss.
- They'll set up equipment to help with the drying. Damage may require demolition.
- They may monitor the drying daily to check how it’s doing. It usually takes 4 to 7 days to finish.
- You might be asked to pay your deducible to the water removal company. You only need to pay it once per covered loss.
Step 3: USAA evaluates damage.
We’ll estimate the cost and scope of repairs based on the condition of your home before the leak.
Here's what you can do:
- Provide photos if you have them to help show the damage.
- Let us know about any personal belongings that may have been damaged.
- Depending on how much damage is done, we might require an on-site inspection.
- This inspection lets your adjuster get an estimate for the cost of the covered repairs to your home.
Step 4: USAA receives and reviews estimates.
Your adjuster or a member of our claims team will review the estimate for the repairs to your home to make sure it’s right for your covered damages.
Here's what you can expect:
- If you use a USAA-preferred contractor, they'll send your adjuster or a member of the claims team their estimate.
- If you use your own contractors, the time it takes to get estimates may vary.
- Your adjuster might be able to create an estimate based on photos and a description of the damage.
- Reviews usually take 7 to 10 business days. They can take longer, especially after a natural disaster. We’ll notify you after we approve the estimate. You can then view it on usaa.com or our mobile app.
- After we finish the review, a member of the claims team will follow up to discuss payments.
Step 5: Receive payments.
We can make payments by check or electronic funds transfer.
Here's what you can expect:
- If you're using your own contractor or a USAA-preferred contractor, we may issue a payment made directly to the policyholder. We may also issue a two-party check and mail it to you or your contractor.
- The check may include your mortgage company as a recipient. Contact your mortgage company to understand their endorsement process.
- If your personal property is damaged, we’ll pay the policyholder directly.
- Depending on the amount of damage, we may make payments in 2 parts.
Step 6: Schedule and meet your project manager or contractor.
After the adjuster approves the scope of repairs, your project manager or contractor can begin scheduling repairs.
Here's what you can expect:
- There may be multiple subcontractors who work on parts of the repairs, such as painting or flooring.
- Your policy only pays for what's covered under your claim. It doesn't cover the added cost of improvements or upgraded items.
Step 7: Contractor begins repairs.
Repairs usually begin after we approve the estimate. A major weather event could cause a delay.
Here's what you can expect:
- While making repairs, your contractor may find more covered damage. If you're using a USAA-preferred contractor, they'll contact USAA.
- If the repairs will cost more than the estimate, we can review the additional supplement. You can use the Claims Communication Center to send us an itemized estimate with photos that show the need for an increase.
Step 8: Contractor completes repairs.
As the work is done, the contractor should walk through the repairs with you and note any remaining items.
The time it takes to finish repairs depends on a few things. These include the severity of the damage and the availability of you and your contractor.
If we withheld a part of your settlement due to depreciation, ask your contractor to provide a final invoice. You can submit to us for an adjuster to review when the repairs are done.
Get more tips to mitigate water damage in your home.
If there’s a leak or flood in your home, find out what you can do to stay safe and prevent further issues.
For more help, check out our other claims videos.
Video Duration: 2 minutes 13 seconds
Mitigate your water damage: Elapsed time 0 seconds [00:00]
After a leak or flood in your home, water damage mitigation should be top of mind to prevent further issues. Here are a few steps you can take to help protect your home.
Safety comes first: Elapsed time 10 seconds [00:10]
Remember safety is of utmost importance. Please make sure to wear gloves, eye wear and masks when working in water effected areas. If an area does look hazardous, please wait till a professional can come evaluate.
First steps: Elapsed time 24 seconds [00:24]
If you have a plumbing leak, make sure to turn off the water. Remove any standing water and wet materials. Use a wet vacuum to remove water from floors, carpets and hard surfaces. Dry your home and everything in it. If you don't have access to a wet vacuum, use mops and towels to try to mitigate if possible.
Unattended wet carpet is prone to mold and mildew. Do your best to pull back carpet and allow it to dry, wet or damaged carpet pad can be cut out and disposed of to eliminate odor and microbial growth.
Ventilate your home: Elapsed time 57 seconds [00:57]
While you're at home, open all doors and windows to help with ventilation. Open inside doors, especially closets and interior rooms to let air flow to all areas. Also, open kitchen cabinets and bathroom vanity doors.
When electricity is safe to use, use fans and dehumidifiers to remove moisture. Do not use fans if mold has already started to grow, because the fans may spread the mold. Remove all mold you can see.
Clean and document: Elapsed time 1 minute 25 seconds [01:25]
Clean personal property and wet materials with water and mild detergent. Dry right away.
Do not mix bleach and ammonia, as it can create toxic vapors. It's OK if you have to throw away items that are unsalvageable, but please make sure to keep photos and documents to discuss with your adjuster.
Calling professional assistance: Elapsed time 1 minute 45 seconds [01:45]
If you happen to have sewer or what is called black water damage to your home, seek professional assistance.
If you feel your home is uninhabitable due to this loss, please take precautions to protect yourself or if possible, vacate the home. Contact your adjuster for further guidance.
You can check the status of your claim by downloading the USAA Mobile App or by going to usaa.com/help.
End: Elapsed time 2 minute 13 seconds [02:13]
Still need help?
If you can’t find the information you need, call us at 800-531-USAA (8722).
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