Navy Federal’s Zero Liability Policy

Our Zero Liability Policy Ensures You Won’t Lose Money Due to Unauthorized Transactions

Security of our members’ accounts is our top priority. That’s why you can relax knowing you’re backed by our Zero Liability policy. Shop where you want, store your card info with your favorite merchants and set up payments with your billers without needing to think twice.

Here’s everything you need to know about our Zero Liability policy—we’ve got your back!

What’s Zero Liability?

The Zero Liability policy is our commitment to get your money back for unauthorized transactions. We’ll investigate your unauthorized transaction claim on your behalf. The Zero Liability policy only covers unauthorized transactions confirmed by Navy Federal as unauthorized and that are reported to Navy Federal in a timely manner, and does not cover transactions Navy Federal determines are authorized. You must report unauthorized transactions as soon as possible.

What’s covered by the Zero Liability policy?

Unauthorized transactions made with the following cards:

• The Navy Federal Debit Card, both consumer and business^†
• Navy Federal credit cards
• GO Prepaid^†

^†To ensure coverage, you must report unauthorized transactions in a timely manner. Unauthorized debit transactions must be reported to Navy Federal within 60 days of the statement date.

What’s an authorized transaction vs. an unauthorized transaction?

An authorized transaction is one that you made and/or approved. This includes transactions you agree to make after a third party convinces you to do so, or when you grant authority to a third party to use your card.

An unauthorized transaction is one that you didn’t make or approve, and that has been confirmed by Navy Federal as unauthorized. If you provide your payment credentials to a third party or a third party steals your payment credentials, and the third party makes transactions that you did not authorize using those payment credentials, those transactions are considered unauthorized transactions covered by Zero Liability.

Are peer-to-peer (such as SquareCash, Zelle® or Venmo) payments or payments to others in the form of gift cards covered by the Zero Liability policy?

Payments to others using peer-to-peer services:

• Unauthorized transactions initiated using a Navy Federal credential on peer-to-peer services are covered by Zero Liability.
• If you authorize a peer-to-peer payment for a good or service and don’t receive the good or service as promised, that transaction is not covered by Zero Liability. For example, if you transfer someone money to pay for concert tickets and you don’t receive the tickets, this isn’t covered by Zero Liability. Be cautious of who you pay with peer-to-peer payments; it’s like paying someone with cash. 

Payments to others using gift cards: 

• If you choose to pay someone using a gift card that you purchase, the transaction between you and the person you give the gift card to isn’t covered by Zero Liability. For example, if you purchase a gift card and give it to another person to pay for concert tickets and they don’t give them to you—this isn’t covered by Zero Liability. Be cautious of someone asking for payment in the form of gift cards; it’s like paying someone with cash.

How can members submit a claim for Unauthorized Transactions/Zero Liability?

If you notice any unauthorized transactions on your account, report them immediately. You can easily submit a claim online or over the phone or complete a written statement and mail or fax it to us.

What happens after a claim is submitted?

You’ll receive an email confirming receipt of the claim. We’ll investigate your unauthorized transaction claim on your behalf and may issue you a provisional credit. You’ll receive a final letter stating the outcome of the investigation and closing of the case.