Our Zero Liability Policy Ensures You Won't Lose Money Due to Fraud
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, often the same day, when you’re a victim of fraud. We’ll investigate your fraud claim on your behalf and issue you a provisional credit. The Zero Liability policy only covers transactions that have been confirmed by Navy Federal as fraudulent and that are reported to Navy Federal in a timely manner. You must report suspected fraud as soon as possible.
What's covered by the Zero Liability policy?
Fraudulent 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 fraud in a timely manner. Fraudulent debit transactions must be reported to Navy Federal within 60 days of the statement date.
What's an authorized transaction vs. fraud?
An authorized transaction is one that you made and approved. Fraud is a transaction that you didn't make or approve. If someone steals your payment information and makes transactions, you didn't authorize those and they're considered fraud.
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:
Zero Liability doesn't cover authorized purchases made through peer-to-peer services. If you authorize a peer-to-peer payment for a good or service and don't receive the good or service as promised, it's not covered by the policy. 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. If someone steals your account credentials and makes a peer-to-peer transaction without your consent, you're covered.
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. 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 fraud/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 fraud claim on your behalf and issue you a provisional credit. Further information may be gathered as we investigate. You’ll receive a final letter stating the outcome of the investigation and closing of the case.