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Step 1

Contact USAA

You can file a claim on usaa.com or the USAA Mobile App and check claim status in the Claim 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, and send them to your adjuster as soon as possible.

Contractor Sets Up Water Dry Out

A water removal (water 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, USAA can send a water cleanup professional for you if you have a covered loss.
  • They'll set up equipment to assist with the drying. Damage may require demolition.
  • They may conduct daily monitoring to check the drying status with total drying typically taking 4 to 7 days.
  • You may be asked to pay your deductible to the water dry out company. You only have to pay your deductible once per covered loss.

USAA Evaluates Damage

The estimated cost and scope of repairs will be determined based on the condition of your home before the water 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 the extent of the damage, an onsite inspection may be required.
  • This inspection allows your adjuster to get an estimate for the cost of the covered repairs to your home.

Step 2

USAA Receives and Reviews Estimates

Your adjuster or a member of the claims team will need an estimate for the repairs to your home, and they'll evaluate whether the estimate is appropriate for your covered damages.

Here's what you can do:

  • If you choose to use a USAA-preferred contractor, they'll send your adjuster or a member of the claims team the estimate they generated in the prior step.
  • If you use your own contractors, the time it takes to receive 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, but they can take longer especially after a natural disaster. Once the estimate is approved, you'll be notified and can view the estimate online on usaa.com or the mobile app.
  • A member of the claims team will follow up once the review is complete to discuss payments.

Step 3

Receive Payments

We can make payments by check or electronic funds transfer (EFT).

Here's what you can expect:

  • If you're using your own contractor of choice or a USAA-preferred contractor, we may issue a payment made directly to policyholders, or we may issue a two-party check and mail it to you or your contractor.
  • The check may include your mortgage company as a payee. Contact your mortgage company to understand their endorsement process.
  • If you have damage to your personal property, the payment will be made directly to the policyholder.
  • Payment may be made in two parts depending on the extent of the damage.

Step 4

Schedule and Meet 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 complete portions of the repairs, such as painting or flooring.
  • Your policy will only pay for what's covered under your claim and doesn't cover the added cost of improvements or upgraded items.

Step 5

Contractor Begins Repairs

Repairs usually begin after the estimate has been approved. Keep in mind, a major weather event could cause a delay.

Here's what you can expect:

  • While making repairs, your contractor may discover additional covered damage. If you're using a USAA-preferred contractor, they'll contact USAA.
  • If the repairs are going to cost more than the estimate and you would like a review of the additional supplement, you can use the Claims Communication Center to submit an itemized estimate with photos showing the need for an increase.

Step 6

Review Repairs

As work is completed, the contractor should walk through the repairs with you and note any remaining items.

Step 7

Contractor Completes Repairs

The actual time it takes to complete repairs can vary depending on the severity of the damage, your availability and the contractor's availability.

If USAA withheld a portion of your settlement due to depreciation, ask your contractor to provide a final invoice. You can submit to USAA for adjuster review now that the repairs have been completed.

Download these steps of This Roadmap