Nonpolicyholder claims FAQ
Filing a nonpolicyholder claim
If you were in an auto accident with a USAA member, you can report a claim online. Online reporting is available 24/7.
It's wise to file a police report if you're involved in an accident. Providing a police report is optional but helpful for claims involving injuries or multiple people, or when it's unclear who's at fault.
Nonpolicyholder claims process
The time it takes to resolve a claim depends on a number of factors, including the:
- Number of vehicles involved.
- Injuries resulting from the accident.
- Liability finding.
To help the process go smoothly, you can:
- File nonpolicyholder claims online.
- Provide as much relevant information as possible.
- Check the status by emailing your adjuster or visiting our online portal.
Once opened, your claim is assigned to a representative. Depending on the circumstances, the representative may reach out for additional information or may process the claim with the information you provided.
Insurance companies typically attempt to negotiate a settlement on their own, but there may be cases that require additional experts or other parties to reach a resolution.
Payments are based on claims the member is legally liable for, subject to the member's policy conditions, terms and applicable laws or regulations.
If you're found to be at fault for the accident, we won't be able to process your claim. You'll be responsible for working with your own insurance company to pay for damages.
Status of my nonpolicyholder claim
We'll send a registration email to the address you provided. Follow the instructions in it to complete your registration. But if you haven't received one, contact your adjuster.
To access the status portal, you need to be the vehicle owner.
You can provide additional information through the online status portal. Select "Send email" to contact your adjuster. If you didn't register for the online status portal, you can use the email address the adjuster provided.
Yes, you'll be contacted by an adjuster after you submit your claim.
You can contact us or send documents:
- Through our online status portal. If you're registered, select "Send email" to contact your adjuster.
- By email to the address your adjuster provided.
- By sending a fax to 800-531-8669. Include your name and claim number on the top of any fax pages sent to us.
If you work for a repair shop, it's quick and easy to find claim information using our body shop portal.
Inspection and repairs for nonpolicyholders
Yes. Once you file your claim and we speak to the other parties, we'll review inspection options with you, so you can make an informed choice on how to get estimates and get your vehicle repaired.
Depending on the method of inspection, it can take up to seven business days to receive and review your estimate. We'll notify you when the estimate is approved.
If we accept liability for the accident and approve your estimate, we'll update your claim and pay for all covered damage.
If you choose to use a USAA-preferred repair shop, 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 or others who may have a financial interest in the vehicle, such as the vehicle's lienholder.
Repairs can begin once your adjuster approves the estimate. You can use a USAA-preferred shop for repairs or the shop of your choice.
If we accept liability for the accident, we'll work directly with the shop if there's any hidden damage or differences in the amount of the estimate. Additional repairs will need to be approved before work begins.
If your vehicle isn't safe to drive and you need a rental right away, we recommend you contact your insurance carrier. If we accept responsibility for the accident, you can get rental reimbursement if your vehicle isn't drivable or when the repair shop starts working on your car.