Tell us what happened. Get started on usaa.com or the USAA Mobile App.
You can also reserve a rental car, select a repair shop and let us know how you want to get your payment.
Our 4-step auto claims process
Steps to complete Our 4-step auto claims process
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Report your claim
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Get more details
We’ll review what happened and check what your policy covers. You can also add more details in My Claims Center.
Before the shop can start repairs, we’ll need to inspect your vehicle. The inspection will help us estimate the cost of damages and repairs. We'll also determine what your policy covers.
We may need more details like photos, police reports, and contact information for witnesses and other parties who were involved.
We’ll also address any claims against you.
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Evaluate the claim
We’ll go over the details and figure out what to pay based on your estimate, coverage, deductible and who’s responsible.
It may include the cost of medical injuries and damage to property like a fence or a utility pole.
We’ll reach out if we need more information.
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Settle the claim
If covered, we’ll make a payment to you or a third party.
If you have a deductible, you’ll pay it to the shop once they complete the repairs. Then the shop will collect the rest of the payment.
For example, if the damage costs $1,500 and your deductible is $500, you’d pay the shop $500, and we’d pay $1,000 for the repairs.
If the shop finds more damage, we’ll work with them to understand the damage and pay them.
How the Claims Process Works
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 process FAQ
No. You have the right to choose any shop to repair your vehicle. We’ll 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.
- An estimate that's available online 24/7.
- A lifetime warranty Opens in New window.
- Convenient scheduling.
- An Enterprise Rent-a-Car® onsite or nearby.
If you use the towing service we provide, you’ll get updates when your car arrives at the repair shop.
If you use another towing service or your car is moved from one shop or lot to another, you can get updates from the company providing the service. You may want to contact them first.
We’re also here to help. You can message us with your claim number through our claims center.
A car insurance deductible is what you pay to repair your car if you file a claim.
We’ll cover the remaining repair cost after your deductible is subtracted. You can find your deductible on your auto policy.
If another driver hits you and they're at fault, their 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 us 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.
You should file a police report for claims that involve injuries, multiple people, unclear fault, vandalism or theft.
Still need help?
If you can’t find the information you need, you can give us a call at 800-531-USAA (8722).
Ready to report an auto claim?
