Repairs FAQ

Yes. You have the right to use the shop of your choice to repair your vehicle. We're prohibited by law from requiring that repairs be done at a specific shop. Your policy will cover the reasonable costs of repairing your vehicle no matter where you go. If you need help finding a shop, we can provide access to a network of Streamlined Appraisal Repair Service (STARS) providers.

With STARS shops, you get:

• Payments made directly to your repair shop. You only pay your deductible, if applicable.
• An estimate that's available online 24/7.
• A limited lifetime warranty.
• Convenient scheduling.
• An Enterprise Rent-a-Car® onsite or nearby.

We may include new OEM parts in your estimate for repairs to current model year or newer vehicles.

For older vehicles, your estimate will typically include quality replacement parts from other manufacturers or distributors. If you choose OEM parts, you'll be responsible for any cost differences in most states. We comply with all applicable state and federal laws when completing your repair estimate.

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.

Supply chain and labor shortages are affecting the collision repair industry. So you might have to wait longer for an appraisal and to complete repairs.

You should let the repair facility know and give them an opportunity to fix it. If they're unable to resolve the issue, you can message your adjuster through our Claims Center.

Vehicle repairs completed through our Streamlined Appraisal Repair Service (STARS) network receive a limited lifetime warranty on the quality of workmanship for as long as you own the vehicle.

You can typically expect to get a completed appraisal in 2 to 7 business days, depending on which method of inspection you choose. The collision repair industry is experiencing supply chain and labor shortages, which could extend the time it takes for repair facilities to complete vehicle inspections.

Once you have a USAA-approved estimate, we'll update your claim and pay for all covered damages. If you choose to use a USAA-preferred shop, you can schedule a repair with it while getting the inspection and we'll make payments directly to the service provider. If you choose a different shop or choose not to get repairs, the payment will be made to you.

Depending on the payment amount for repairs, the payment may be made out to you and the lien holder or others that may have a financial interest in the vehicle.

Take your USAA-approved estimate to your shop, and we'll work directly with it on hidden damages or differences in the amount. Prior to repairs being made, all additional supplemental repairs need to be reviewed by USAA.

We take care of this for you during the claim. Your first step is to file a claim on usaa.com or the USAA Mobile App. We'll review inspection options so you can make an informed choice on how to get your vehicle repaired. If you choose to set the method of inspection later or want to make changes, you can always come back through the Claims Center on usaa.com or the USAA Mobile App.

It's a network of repair facilities and contractors that partner with us to write damage reports and perform repairs for member and nonmember claims. You'll get STARS options when you start the appraisal process.

With STARS shops, you get:

• Payments made directly to your repair shop. You only pay your deductible, if applicable.
• An estimate that's available online 24/7.
• A limited lifetime warranty.
• Convenient scheduling.
• An Enterprise Rent-a-Car® onsite or nearby.

There isn't a published list of STARS shops, but you'll get STARS options when you start the appraisal process.

• The STARS shop will contact you to schedule an inspection that fits your schedule.
• They'll write an estimate and send photos to USAA within 1-2 business days.
• The shop will contact you once approved to schedule repairs.

If they can start repairs right away, you can leave your car and get your rental.

Once you've picked your STARS shop, it's their responsibility to contact you either by phone or email. If you haven't heard anything in a couple business days, it's best to call the shop.

For a STARS Drive-in, you'll need to contact the shop to confirm the date and time of the inspection.

You have the right to use the shop of your choice to inspect and repair your vehicle. If you're not sure which shop to use for repairs, you have the option to get your inspection done at a STARS location in a drive-in inspection, so you can try it out and decide whether to do the repairs there. You'll need to contact the shop to confirm the date and time of the inspection.

The best way to let us know that you need something changed is by sending a message to your adjuster in the My USAA Claims Center.

If your vehicle isn't drivable, you'll need to have it towed it to the shop. You can contact us, arrange a tow for yourself, or some STARS shops have their own tow service they work with. No matter which option you choose, we need to know where your car is, and it needs to be authorized to be released to us.

The STARS shop will contact you when your vehicle has arrived. Sometimes they need time to process the vehicle before reaching out and getting authorization for repairs.

No. Your STARS shop can take care of the estimate for you. If you choose not to have your estimate done at a STARS shop, you'll need a USAA approved estimate before repairs can begin.

Your repairs have a limited lifetime warranty. 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 repair shop is local, we ask you to let the original STARS shop make the repairs under warranty.