Disputing a total loss claim with USAA? Here’s my situation:
A kid crashed into one of our pricey and hard-to-replace work vans (a custom-colored Nissan NV 2500 that’s no longer in production). The collision shop assessed the damage at $14,000, with the impact mainly on the back left bumper. However, USAA deemed it a total loss and offered us $16,500 for it.
After retrieving the van to unload our equipment, I found that the damage was minimal. I believe I could fix it myself for around $1,000 since I don’t need it to be perfect—it’s just a work van. Given how rare the NV 2500s are, I’m really hesitant to part with it.
What are my options? I feel like this entire situation has a whiff of an insurance scam, and I definitely don’t want to have it totaled. I want to keep the van and still receive some compensation for the damages.
Moreover, my experience with USAA has been frustrating. It took them a month to respond to us, and there’s been a lot of back-and-forth just to get them to cover the towing cost to our shop. Overall, I’m extremely unhappy with their service as the other party involved.
I completely understand your frustration with the situation and USAA’s handling of your claim. Here are some steps you can consider to keep your van and pursue compensation for the damage:
Communicate with USAA: Start by contacting USAA and expressing your desire not to total the van. Inform them that after inspecting the vehicle, you believe the damage is minor and that you can take care of the repairs for a much lower cost.
Obtain a Second Opinion: If you haven’t already, get an independent assessment of the damage from a different collision shop. An estimate showing that the repair costs are significantly lower than the total loss threshold could strengthen your case.
Negotiate the Total Loss Claim: When you speak with USAA, make it clear that you’d like to negotiate keeping the vehicle. You can suggest that you’d accept a cash settlement based on the repair costs and retain the van.
Reinstate the Claim: If they have already classified it as a total loss, ask them about reinstating the claim for repairs instead. Provide your new estimate and insist on discussing your options further.
Document Everything: Keep thorough records of all communications with USAA, including dates, times, names, and details of what was discussed. This documentation can be valuable if you need to escalate the situation.
Escalate if Necessary: If you’re not getting satisfactory responses from USAA, don’t hesitate to ask to speak with a supervisor or manager. You can also file a complaint with your state’s insurance department.
Consider Legal Advice: If USAA continues to dismiss your requests and you feel overwhelmed, consulting with an attorney who specializes in insurance claims might be a good option. They can offer you guidance specific to your case.
Explore Additional Options: Look into whether you could retain the van as a salvage vehicle if it is declared a total loss, and negotiate a lower payout from USAA based on its salvage value.
I hope you find a resolution that works for you! Good luck!