Tell us what happened. Get started on usaa.com or the USAA Mobile App.
How homeowners claims work
We’ll help you with every step of your claim and provide personalized updates along the way.
Steps to complete How homeowners claims work
What you’ll need to file a claim
Give as much information as you can to help us process your claim, including:
- Photos of the damage.
- Receipts for any temporary repairs needed to prevent more damage.
- List of damaged items including brands and models.
- Proofs of purchase for damaged belongings, if available.
Should you file a homeowners claim?
You should always tell us about damage to your home. If you’re not sure what’s covered, you can check your policy.
It’s important to file a claim if:
- The cost of the damage to your property is more than your deductible.
- Living in your home is unsafe.
- You damaged someone else’s property.
- Someone else is responsible for the accident.
How homeowners deductibles work
Your deductible is the out-of-pocket amount you'll pay for repairs or to replace items on a covered claim.
For example, if damages or stolen items cost $2,500 and your deductible is $1,000, then we would pay $1,500 for the repairs.
We'll automatically subtract your deductible from your claim payment. You're responsible for paying your deductible directly to the person or company that makes the repairs.
You can find your deductible on your homeowners policy.
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More claims resources
Find answers to common questions about claims like what to do if the repairs are going to cost more than the estimate.
For more help, check out our claims videos.
Common Questions About Claims
Video Duration: 2 minutes 33 seconds
Questions about your claim: Elapsed time 0 seconds [00:00]
Even though your claim has been processed, USAA will be with you until your repairs are completed.
If you have any new information or need to send us anything, we're here to help. You can still submit documentation and communicate with your adjuster. Just use the email address associated with your claim or the Claims Communication Center on usaa.com and the USAA Mobile App.
You may have some questions about your claim, so here are answers to some of the common ones we get from members.
Mortgage company requirements: Elapsed time 28 seconds [00:28]
Why is my mortgage company listed on my check?
The mortgage company requires their name to be listed on claim payments issued by USAA. The check must be given to them to endorse before submitting it to your bank for payment. Checks that aren't properly endorsed will be returned without payment.
Please contact your mortgage company for endorsement instructions.
If your mortgage company requests an adjuster worksheet or report, give them your repair estimate.
Requesting a supplement: Elapsed time 54 seconds [00:54]
What if the repairs are going to cost more than the estimate and I have a supplement?
If the repairs are going to cost more than the estimate and you would like a review of the additional supplement for payment, you can use the Claims Communication Center to submit an itemized estimate with documents and photos showing the need for an increase. Keep in mind, your policy doesn't cover the added cost of improvements or upgraded items.
Recoverable depreciation explained: Elapsed time 1 minute 15 seconds [01:15]
What's recoverable depreciation or “holdback,” and why is it being applied to my loss?
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.
A second payment is sometimes made once all the covered damages are repaired. This additional payment is often referred to as recoverable depreciation or “holdback.”
So, 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 the roof is replaced, you may be reimbursed for the remaining cost of a new roof of similar kind and quality.
How is payment issued for recoverable depreciation?
Send us copies of your receipts or final invoices for the repair or replacement of the damaged property through the Claims Communication Center on usaa.com or the USAA Mobile App. You can also use the email address associated with your claim. Your adjuster will review the material to see if you qualify for a payment for recoverable depreciation.
Keep in mind, any additional payments issued from USAA will account for prior payments and your deductible.
We're here to help you with your claim. Thank you for trusting USAA.
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Homeowners insurance claims FAQ
It depends. The cost of materials and your claims history are some of the factors that can affect your premium.
For example, if the price of lumber, roofing or other building materials has gone up, it could impact your premium. We won't know if there are any changes until your policy is up for renewal.
It depends on the circumstances and complexity of your claim. It can take longer if your damage was due to a natural disaster that also affected many others.
The length of your claim depends on several factors including:
- The amount of damage.
- The availability of contractors, especially if there's a waiting list after a natural disaster.
- Your availability.
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.
If you discover more damage after the work starts, let your adjuster know right away. You can message them through My Claims Center. They need to approve any additional costs before the contractor continues the repairs.
Your policy might cover the additional damage with a supplement, which is just another payment to you or your contractor. Keep in mind, your policy doesn’t cover the added cost of improvements or upgraded items.
Still need help?
If you can’t find the information you need, give us a call at 800-531-USAA (8722).
Ready to start your homeowners claim?
