Here’s our 5-step auto claims process.
When you’re ready to start your claim, it can be helpful to know how we handle things. Find out what our process includes.
1. Report
You'll tell us what happened, then reserve a rental and schedule an inspection in My Claims Center.
2. Investigate
We'll do research to find out who's responsible for the accident, typically within 14 days of filing. Then we'll let you know what we need and your next steps.
You can check your claim status and contact your adjuster in My Claims Center.
3. Estimate
Get your car inspected, so we can estimate how much it'll cost to fix, continue our investigation and address any claims against you. It can take up to 7 business days for us to get and review the estimate.
After we write the estimate, we'll let you know when work can begin. Start by setting up an inspection in My Claims Center.
4. Pay
If you have a deductible, you’ll pay it to the shop once repairs are complete. Then the shop will collect the rest of the payment from either you or USAA.
We'll make the payment using the preferences you set up.
5. Repair
Take your USAA-approved estimate to the shop. If more damage is found during your repairs, have the shop contact us. We’ll work with them directly on hidden damages.
How our auto claims process works
This video can also help you understand what happens when you file a claim.For more help, check out our other claims videos.
Video Duration: 1 minute 51 seconds
Introduction: Elapsed time 0 seconds [00:00]
Description of visual information: [How the claims process works] End of description
When you file a claim, you want to get things back to normal as quickly as possible. That's important to us too and so is helping you have peace of mind by knowing what's happening throughout the process. For most claims, our process involves these five phases.
Report your claim: Elapsed time 20 seconds [00:20]
One, report your claim. Let us know about injuries or damage to your property or vehicle as soon as possible. You can report your claim anytime in our claims center on usaa.com or the USAA Mobile App.
Confirm your coverage: Elapsed time 35 seconds [00:35]
Two, we'll confirm your coverage. We'll get started by reviewing what happened and confirming what your policy covers.
Gather more information: Elapsed time 44 seconds [00:44]
Three, we'll gather more information. This can include photos, police or fire reports, and information from other parties who were involved.
Evaluate the claim: Elapsed time 55 seconds [00:55]
Four, we'll evaluate the claim. We'll review the information we gathered and determine the amount to pay based on your coverage. Your deductible may apply to the total amount that's covered.
Settle the claim: Elapsed time 1 minute 8 seconds [01:08]
Five, we'll settle the claim. If covered, we'll make a payment to you or a third party, depending on your claim type. If more repairs or payments are needed, we'll work with your shop or contractor to assess the additional damage and get them paid.
Conclusion: Elapsed time 1 minute 24 seconds [01:24]
Remember, the best place to report, track and manage your claim 24/7 is in our claims center on usaa.com or the USAA Mobile App. We'll reach out if we need more details as we go through the process. Every claim is different, and the length of the process can vary. Rest assured our team is here for you every step of the way to resolve things as soon as we can.
Description of visual information: [All coverages are subject to the terms and conditions of the policy.] End of description
End: Elapsed time 1 minute 51 seconds [01:51]
Auto claims FAQ
No. According to the law, you have the right to choose any shop to repair your car. We'll cover the reasonable costs of repairing your car no matter where you go.
If you need help finding a shop, we have a network of Streamlined Appraisal Repair Service, or STARS, providers you can choose from.
With STARS shops, you get:
- Payments made directly to your repair shop. You only pay your deductible.
- An estimate that's available online 24/7.
- A lifetime warranty.
- Convenient scheduling.
- An Enterprise Rent-a-Car® onsite or nearby.
When your car is taken from the scene of an accident, it’s taken to a repair shop. You'll get automatic updates from the tow company.
If your car needs to be moved from one shop or lot to another, those updates are made by the company providing that service. You may want to contact them first.
We'll also look into it for you if you send us a message through My Claims Center.
A car insurance deductible is what you pay to repair your car if you file a claim. If you get a payment directly from us, it’ll cover the remaining repair cost after your deductible is subtracted.
For example, if you have a $500 deductible and the damage is $2,000, you pay $500, and the insurance company pays $1,500. If you're in an accident and the other driver is at fault, the other driver's insurance should pay for your repairs.
You won't have to pay your deductible if you file with their company.
If you choose to have USAA handle your claim, you'll have to pay the deductible. If the investigation finds you're not at fault, we'll recover the deductible from the other insurance company for you.
If both drivers are found to be at fault, you may have to pay a portion of your deductible.
If you need to keep your rental for longer than your coverage limit allows, you can request an extension from Enterprise. You'll have to pay for any charges beyond your policy limits.
Still need help?
If you can’t find the information you need, you can give us a call at 800-531-USAA (8722).
Track your claim 24/7.
