COVID-19 Updates | Operations, Health and Safety

UPDATED: April 2, 2020

As we all navigate this unprecedented time IAA’s focus remains on the health and safety of our employees and their families, our customers, and the communities where we operate. During this uncertainty, we are working diligently to ensure the continuity of our business across our family of companies. Our continued hope is that our focused attention and swift actions will be part of a positive nationwide effort to greatly slow the spread of the virus.

The Coronavirus Aid, Relief and Economic Security (CARES) Act

The CARES Act created a new Paycheck Protection Program designed to encourage employers to retain employment and compensation levels. Small Business Administration participating lenders may start accepting applications from small businesses and sole proprietorships on Friday, April 3. Participating lenders may start accepting applications from independent contractors and self-employed individuals on April 10, 2020. Other lenders will be allowed to accept applications when they are approved and enrolled in the program. The program ends June 30, 2020.

As many small businesses are being affected by COVID-19, please note available resources to support small businesses at this time. We have worked with outside legal counsel to offer links to resources providing assistance during this time. This information will evolve and we will work to provide updates accordingly.

• Summary and Analysis of Key Provisions of the CARES Act
• Paycheck Protection Program Begins April 3
• Paycheck Protection Plan Overview
• Paycheck Protection Plan Fact Sheet

Branch Locations are Open
All our branch locations are currently open, and digital auctions are accessible via IAA AuctionNow™. We encourage all IAA buyers to use our digital and online auction channels. Friendly reminder – because the safety and well-being of our buyers and employees is our top priority, preview days and live auction attendance are currently suspended. We are controlling all non-essential foot traffic and limiting the number of individuals inside branches to ensure appropriate social distancing.

IAA has developed the industry leading digital auction platform supported by unmatched vehicle merchandising.
Today, more than ever, in a very uncertain business climate, buyers need to feel trust and confidence when they bid and buy. A traditional set of static vehicle images does not provide the level of detail needed to confidently purchase a vehicle. Our proprietary IAA Merchandising Platform™ combines imaging, information and personalization to de-risk transactions for buyers. This platform is available to buyers at no additional charge. The feedback from buyers, and the return results for sellers, are nothing short of groundbreaking – and certainly crucial during this turbulent time.

• Learn more about IAA 360 View™ and Feature Tour
• Learn more about IAA Engine Start™

Buyer Services/Customer Support is Available to You
Buyer Services/Customer Support is accessible via live chat, phone (877) 937-4243, international callers +1 (630) 686-4097, and email cservice@iaai.com. For our U.S. Buyers, if you reach out via phone and want to avoid holding, we offer a call back feature, allowing an agent to call you back. You will be prompted to enter a call back number, and your call will be returned in the order it was received. This option is available daily from 8 am – 3 pm (Central). If you have questions regarding any of IAA’s services, please call Buyer Services/Customer Support, and not the local branch.

Payment Options
IAA offers a variety of convenient payment options, visit How to Pay, for additional details.

• Wire Transfer our Way
• I-Pay (only for domestic licensed businesses that have been approved)
• Certified Funds
• Money Orders
• Credit Cards – contact Buyer Services/Customer Support for more information
• Cash – contact Buyer Services/Customer Support for more information

IAA is monitoring critical components including state specific DMV and Title Processing Center Status.
In conjunction with DDI, we are continuously monitoring the status of these facilities as they could affect our ability to process and sell vehicles in a timely fashion. We are the DMV and Title Processing Center status information resource for the American Property and Casualty Insurance Association website.

• Up-to-date information by state. The status of these facilities may affect our ability to process and sell vehicles in a timely fashion.

Title Delay Issues
If experiencing a delay receiving your title, U.S. buyers should contact your local branch. You should also reach out to your local branch for questions about vehicle pick-up. International (non-U.S.) buyers should contact Buyer Services/Customer Support.

Auto Reset of Auction Center Password
Click the "forgot password" link from our login page. You can reset password in Otto (chat), or you can call Buyer Services/Customer Support and use the automated

IAA Tower Network
Our network of transportation partners is fully operational and continuing to provide service in accordance with the CDC guidelines. In addition, IAA Auto Dispatch is available at all branches.

IAA Inspection Services™
To help provider clients continue to process claims, IAA Inspection Services provides enhanced images, condition reporting and if needed a completed appraisal. For more information, please download this helpful pdf. IAA's hope remains that our collective, focused attention and swift actions will be part of a positive global effort to flatten the curve and potentially halt its spread.

Thank you for your cooperation and understanding as we navigate within these unprecedented times. The IAA family of companies are following the best practices outlined by the Centers for Disease Control (CDC) and the World Health Organization (WHO). The hope is that our focused attention and swift actions will be part of a positive worldwide effort to flatten the curve and slow the spread of COVID-19.

Resources: