We cannot advise you regarding retaining legal counsel.
If the cost of repairing your vehicle, plus its salvage value, equals or exceeds its actual cash value, it is not economically feasible to repair. This situation is commonly referred to as a "total loss."
If an auto repair shop we recommended to you did the repairs, we will assist in assuring that all repairs are done to factory specifications and that all parties are satisfied. If your auto repairs were done at a shop not recommended by us, please contact your adjuster for assistance.
If your motorcycle repairs were done by a shop of your choice, please contact your repair shop directly or call your adjuster for assistance.
Shortly after filing a claim, you will receive a confirmation letter that includes your adjuster's name and phone number. You may also call our claims customer service at (800) 922-8228. Adjusting staff is available 8:30 a.m. to 5:30 p.m., Monday through Friday. Motorcycle insurance adjusting staff is available 7:30 a.m. to 4:30 p.m., Monday through Friday.
Automobiles: You may get an estimate from an auto repair shop of your own choosing or visit an auto body shop in AAA's Direct Repair Network. Our Direct Repair Network (DRN) of auto body shops handles claims for AAA Auto Insurance policyholders in California and Nevada. If you choose to use one of our DRN shops, the shop will contact you to schedule an appointment for an estimate. If you choose a shop that is not included in our repair network, you will need to schedule an appointment yourself.
Motorcycles: You may get an estimate from a motorcycle repair shop of your own choosing. Please contact your adjuster to coordinate an inspection at the shop of your choice. In addition, we may assign an independent appraiser to estimate your damages.
If you suffer a loss for which you are legally entitled to recovery and we have already made payment to you under your policy, we may pursue reimbursement from the responsible party or their insurance carrier. At that time, we will attempt to recover any additional repair expenses you've paid.
However, if you are injured, the law does not allow us to present your personal injury claim against another party or insurer. If you have medical payments coverage on your policy, we can assist with your resulting medical bills within the terms, limits and conditions of your policy.
In order to determine who is at fault in an accident, an investigation is conducted as to the facts of the loss.
If there is a police report, it may cite basic facts about the causes of the accident such as whether anyone involved was driving at an unsafe speed for the road conditions, made an unsafe lane change, followed another car too closely, etc. Also, the reporting officer may have included his opinion as to who was at fault or may have issued a citation to one of the parties. All of these factors will be weighed in determining liability.
We will also independently investigate whether all the parties involved followed the rules of the road, and whether one or more parties contributed to the conditions that led to the accident. Once all the facts have been ascertained, a liability decision is reached and the claim is processed accordingly.
If you do not agree with the liability decision reached for your auto insurance claim, please state your reasons in writing and send the statement to us at CSAA, P.O. Box 920, Suisun City, CA 94585.
Be sure to include your claim number. The letter will be reviewed and your concerns will be addressed.
A deductible is the amount of money shown on your policy for which you are financially responsible when you incur a collision or comprehensive loss. Other circumstances may affect the applicability of a deductible.
When you pick up your repaired vehicle, you pay your deductible amount directly to the repair facility. If a settlement payment is being made directly to you, we will subtract your deductible from that amount.
If the other driver was at fault and we have pursued a subrogation claim against that driver, we will reimburse you for your deductible once we have collected it. (Subrogation describes the process we undergo when we attempt to recover from the at-fault party any monies paid out by us for damage to an insured vehicle.) For example, if you paid your deductible to a repair facility, we will reimburse you once we collect from the party who was at fault or from his or her insurer. This process can often take some time if the other party or carrier does not respond promptly to our requests for payment.
Subrogation describes the process we undergo when we attempt to recover from the at-fault party any monies paid out by us for damage to an insured vehicle.
In order to file a claim for damage to your car, you must first must determine whether you have a "Glass-Only" claim or an "All Other Auto" claim.
AAA has a streamlined glass-only claims process. If you have Comprehensive Coverage, you will be covered for windshield replacement, but you will have to pay your deductible. If the window can be repaired rather than replaced, your deductible will be deferred.
Glass-only claims include:
|•||Damage to the front windshield, driver side glass, passenger side glass and read-window glass|
|•||Cracks, chips or scratches to the glass and molding|
There should be no damage to the body of the car or interior upholstery, and no missing personal property. If any of these conditions exist, the claim should be reported as an All Other Auto Claim.
All Other Auto claims include:
|•||Damage to your vehicle|
|•||Damage to another vehicle|
|•||Damage to other property|
|•||Personal injury caused by an automobile accident|
|•||Theft of your vehicle or other personal property|
You can file a new claim by calling our toll-free number: (800) 922-8228.
If your automobile was damaged as the result of a loss covered under your auto insurance policy, then we will pay for rental car costs, subject to your policy's limits, terms and conditions. Further, if we are pursuing a subrogation claim against a party who was at fault for the accident, we will assist you in recovering any additional rental expenses you may have incurred as a result of the loss.
However, our motorcycle policy does not offer rental car reimbursements.
We attempt to resolve all claims within 40 days. In fact, small or routine claims are often resolved within just a few days. However, more complicated claims can take longer to investigate and resolve.
We can recommend an auto repair shop through our Direct Repair Network (DRN) of carefully screened auto body shops. You may also choose an auto repair shop yourself if you prefer.
We do not provide referrals for motorcycle repairs. However, you may select any repair shop of your choosing.
Please send all auto claims correspondence to CSAA, P.O. Box 920, Suisun City, CA 94585. Be sure to include your claim number on everything you send us.
Please send all motorcycle claims correspondence to ACA Insurance Company, P.O. Box 5824, Irvine, CA 92616. Be sure to include your claim number on everything you send us.
If you are involved in an accident, please call our toll-free claims reporting number: (800) 922-8228, available 24 hours a day, 7 days a week. A police report should also be filed promptly for losses involving the theft of all or part of your vehicle, and within 24 hours for a hit-and-run loss involving injuries. Consult with your adjuster if you need more information. The time limits for filing a claim vary depending upon the type of claim you have. Therefore we encourage you to file your claim as soon as possible after a loss in order to preserve your rights.
Once you have filed your claim, your adjuster will contact you within 48 hours to advise you. We attempt to resolve all claims within 40 days. In fact, small or routine claims are often resolved within just a few days. However, more complicated claims can take longer to investigate and resolve.
If you have medical payment coverage on your policy, we can assist with your resulting medical bills within the terms, limits and conditions of your policy. If you are injured as a result of someone else's negligence, the law does not allow us to present your personal injury claim against the negligent party.
If your vehicle is stolen, you should first notify your local law enforcement authority of the theft and promptly file a police report.
Immediately after, report your claim via our toll-free number: (800) 922-8228. We will review your policy for the appropriate coverage, collect needed information and begin working on your claim. If coverage applies, your policy will reimburse you for expenses incurred for alternative transportation, up to your coverage limits, beginning 48 hours after the theft occurs and ending when either the car is returned to use or when we offer to pay the loss.
Whether or not your rates will increase depends on the type of claim you have. Comprehensive losses generally do not affect your rates. Losses that are the fault of the driver of your vehicle may affect your rates. This question can be discussed with our underwriting department. To contact them, call our AAA Member Services Center at (800) 922-8228.
If you do not agree with the claim decision, you can put your questions and concerns in writing and send them to CSAA, P.O. Box 920, Suisun City, CA 94585. Please be sure to include your claim number. Your letter will be reviewed and your concerns addressed.
If you are injured as a result of someone else's negligence, the law does not allow us to present your personal injury claim against the negligent party. But if you have medical coverage on your policy, we can assist with your resulting medical bills within the terms, limits and conditions of your policy.
If your home is deemed uninhabitable, your adjuster will advise you on how to proceed.
Your vehicle's "actual cash value" is determined by comparing your vehicle's condition to similar vehicles. This may include input from local dealers, private parties or recent sales. Condition, equipment and mileage differences are also taken into consideration. In addition, we may use a computerized evaluation process to assist us in determining the value of your vehicle.