USAA Auto Insurance

On the 12th of June 2012 around 9 am, I backed out of our driveway in our 2010 Town and Country Van (which has full coverage) and hit our son's 1998 Ford F-150 low ride street style pickup on the left side behind the driver door (the truck is an extended cab). His truck was willed to him by his grandfather who passed away three years ago. My son (stepson) got the truck in April, when he turned 16. By law, he cannot title a vehicle in his own name because he is a minor. By law, he cannot get insurance in his own name and this is USAA's policy also (at the time we had USAA and still do).

We could not find any insurance company that would give him insurance without an adult, being a legal guardian or parent. His biological father would not put his name on our son's title or insurance (I'm married to his mother). So for our son to drive his truck, she had to be on the title and insurance. We have three vehicles and our house thru USAA. Each vehicle has a policy and they are in my name because I am retired military. His truck only has liability and comprehension. USAA has a one-line clause in its policy that is very vague and can be interpreted anyway by whomever reads it saying, it is my property. The point is, it's our son's truck willed to him by his grandfather who passed away and the law says he cannot insure or title it in his name. We have tried to explain this to USAA. They just don't get it.

The clause is there so you can't sue yourself or try and scam on the insurance company. We feel since our van has full coverage, I backed into his truck (which is his and by law, he cannot have his own insurance or be titled in his name and his real father would not put his name on any of the paperwork, so his real mother which is my wife had to be on it), USAA should make an exception to this clause and pay to fix the truck. We have argued this with them till we cannot argue anymore. We cannot afford an attorney and USAA knows this. I have read their value and ethic and commitment statement and they are so willing to help their loyal customers in any situation and go above and beyond. I have not seen this happen or do we see it happening. It is a catch-22 deal and we are stuck. Yes, I am angry and very dissatisfied with USAA. Thank you for your time.

I was in an accident with a USAA insured and nothing went easily. The police and witness have stated that the USAA insured was at fault. The claims adjuster sends letter stating that the check has been sent to cover the losses. My insurance contacted USAA and they say that no check was ever sent (I have a copy of the letter). I have voice on answering machine stating that the check was sent. I know that this company has zero integrity. I thought because it was for our military that they would have some ethics, but they don't. It is my understanding that they don't even care if they settle the problems they incur because of these accidents. My whole perception of the military and their agents have changed.

Early January, a woman crossed the center line and hit my husband head on. He was airlifted to the hospital where he went into immediate surgery to fix his completely shattered left leg and save his life. He had many broken bones throughout his body and internal damage to a few organs and spent a week in the ICU. I was due to have a baby the next day. My 2-year-old son developed pneumonia and very high fevers over that next week. A week later, my husband went into surgery to start the first of a few surgeries to fix his broken ankles and leg. During surgery, he had a pulmonary embolism and I almost lost him. Back to the ICU and still intubated, I prepared to be induced to have my second child. From his ICU room and barely able to move or speak, my husband watched via Skype his daughter enter the world. He was in the hospital for a month before he came home in a wheelchair.

My husband has been with USAA since he was a teenager. He served his country and has been a faithful USAA customer, paying every month and spreading the word of the great customer service we have always enjoyed having USAA. Until now. USAA assigned us a case manager who seemed very nice until we recently found she did many things that made us pay out of pocket for medications, had us making all the phone calls, make appointments, etc. She failed to send out paperwork that would allow us to be paid once his disability ran out. We never even knew that was her responsibility. Later, I noticed that she left the form out of all the paperwork she gave us. We ended up letting her go and having to get a lawyer and a case manager through our lawyer.

We have paid for all but one medication out of pocket; they only let him leave for PT and doctor's appointments and they will not provide transportation for him to go to church once a week. I have never been paid for attendant care and they have completely ignored all receipts I have faxed in twice. I was yelled at by my claims adjuster when I was trying to get a wheelchair ramp put in and they would not approve the claim. They approved it the night before he came home and it was put in 2 hours before he was to be discharged. They have paid one week of replacement services and that's all.

The worst of all is our disability ran out. We used up all my husband's vacation days and our savings has been cleaned out. We are now down to $24 and a flat tire. I have a 3-month-old and a 2-year-old. I don't have enough money to buy my prenatals since I am breastfeeding and my iron supplements. My cupboards are down and I will have to visit a soup kitchen to get food. I can't drive anywhere because I have no money to fix my tire. I am extremely disappointed in a company that we thought was the most honest company out there. Dealing with companies like this make you lose faith in humanity. They will let their customers starve before they would pay out what was rightfully theirs. I would not recommend USAA to anyone and will always let people know the pain we have endured due to their unethical practices.

After 34 great years with AMICA, my wife convinced me to move all of our cars (a total of 4) and two homes over to USAA. That was the worst thing I have ever done. The basic problem is that my wife is self-employed. USAA informed us that they are going to a credit-based insurance pricing system, and she essentially does not exist credit-wise. USAA had already turned her down for a credit card (She is the insurance account holder). They have refused to allow me to sign up as anything but a tag-along on her account, and I have been refused on opening any type of financial account (My credit score hovers near 900). And our revised insurance rates will soon be the highest on the planet due to her invisible credit.

Further, I kept my maiden name (ha-ha), which has further clouded the credit issue. USAA has refused to even discuss this further, period. These people are hiding behind the military smokescreen. They are not there to help you and could care less about your service to the country or value as a customer. Steer clear of them at all costs.

It is Mar 2012; I've paid (tens of thousands) for home and Auto Insurance through USAA for 11 years (since 1999). In this time, I filed very few claims; two for (minor) auto damage and one for food that was lost when my freezer went foul after a power outage of over three days. I've paid USAA a lot of money to cover my cars & home in case of damage, but I realize today, that it has all been a simple, but glaring scam on their part and a big joke on the consumer(me).

Unfortunately, you and I continue to allow this kind of fraud by voting politicians into office, who condone insurance fraud, ** they probably even profit from it. It isn't rocket science, so let me explain how they do it; the minute you file a claim for home damages (in my case due to severe weather/ice), the insurance company customer service person warns you by saying, well you know you have this big ($500) deductible, do you really want to do this? When you say of course, the damages are well over that amount, they will (reluctantly) send a person to your home to get an "estimate." This is just a smoke screen as the next step is that they call Stacie ** from the CO claims adjusters office to take on the claim and she will send an additional person (an engineer) to your house to find a reason for them not to pay you.

It is that plain and that simple. You pay for insurance (your entire life), without the insurance company sending an engineer to your house to make sure your porch or home (etc) should be covered, but when you try to file a claim so you can get your home repaired, they will send the engineer to your house to find a reason so they won't have to pay you. In my book of perceptions, this is what is known as a scam and/or fraud. They are saying they offer you (the military or prior military) a service of insurance to cover possible costs due to damage, and insurance is required (by law) if you get a loan to buy your home, but when you need them to follow through on their end of the deal, they will bail on you and laugh the whole time they are doing it.

Please, if you have USAA, don't think I am an exception to the rule. My daughters and her husband (retired LTC in the US Army) experienced the same thing and have since canceled them. They don't care if you cancel them either, because this is another scam. They have done their math, they know they can scam three people for every 1 person who drops them.

Please, do not listen to their BS and think that their lower monthly payments are a good thing, because when you need them the most (catastrophe etc), they will be there for only one reason and that is to ** you over. If you have been ripped off, you must write the insurance commissioner of the state and the governor so that they check each other out.

I reported flood damage to my vehicle on February 15, 2012. USAA was very helpful in starting the claims process and beginning the repairs on my vehicle. Once the estimate was started, it was found that my vehicle needed a new engine due to water damage. USAA gave me a rental while the repair was being done but abruptly ended my rental coverage once it was determined that it would take longer than expected to complete repairs. There is a huge problem with miscommunication within the claims department, which left me with no rental and a bill due to Enterprise. Every representative I spoke to advised me of something different and to find out in the end no one knew how the coverage worked. I've always swore by USAA until this incident. This has been one hassle after another. I've spent hours on the phone with representatives only to be left with a bill and no vehicle in the end.

This appears to be a bank trying to do business as an auto insurer. I have had multiple problems in trying to switch over to them from State Farm. I am now a poster child for State Farm again. I was insured for less than 30 days by USAA. The problems are too numerous to mention here, however, I can tell you they're incompetent. I woke up this morning to a $200 improper debit from my bank account, not the one with them, since they can't seem to get my direct deposit handled with the VA. Yes, they intend to put it back. My question is how many mistakes should we allow them within a months time as a new customer? No more.

An accident occurred in December 13th. Initially, repairs were estimated at around $7,000. When the dealer began the work, more damage was noticed. The dealer was consulted; the engine would need to be replaced, therefore total loss. Miscommunication between body shop and USAA delayed the process for a week. I expressed my concern that due to this delay I'm likely to have to make another car payment. I'm told that any car payments I make after the date, it is declared a loss and will be reimbursed to me. The Total Loss Department took its time figuring out the value, and when they did, they didn't bother to let me know. When I called to follow up after a couple of weeks I got the valuation, I noticed that several features were not checked even though those features were standard for that model. Supposed lack of those features was used as a rationale to determine a lower value.

In the meantime, I was told that I don't have gap insurance, so of course I'm concerned about the crappy valuation on my car, which was only two months old. I expressed my concern that another car payment will be due in a couple of weeks. I don't have a car and my 30 days of rental car coverage is about to run out, but I'm still on the hook for car payments. On January 10th, a woman in Total Loss tried to pressure me to release the car so it can be hauled off to a junk yard, and they can cut a check for the value. I told her that I still need to get some things out of it, including the sticker so that I can prove what options and features it had. I went and got my personal items, the sticker and release the car. I faxed the information to USAA. My understanding is that they will pay based on their valuation and then they will adjust it later if the value is determined to be different.

On January 11th, I was told that actually I do have total loss coverage and not to worry because whatever payments I make after the date of loss will be reimbursed to me. "After the date of loss," I asked to confirm, "or after the date it is declared a loss?" "After the date of the loss, the date of the accident," the representative said. On January 17th, I got a letter dated January 10th saying, "Sorry, we could not agree on the car's value." I've just made another car payment (due on the 15th). I called to find out whether they got the information I faxed. They say they did get it, "It is now under review." They tell me that the payment has not been made and won't be made until I sign a Power of Attorney. I had been told that all I had to do was "release" it by telling the body shop that it was released, which I had done already.

Later they try to blame the delay on the POA, but actually I was not notified that the POA would hold up the process for payment. I had clearly been told that "as soon as I released the car, payment would be made." Furthermore, the POA was not requested of me in time to have that done and get it there before the next car payment at any rate. Again, I was told more than once that I would be reimbursed for payments made after the date of loss (by one person) or after the date it was declared a loss (by someone else). Now each department is claiming they never said that, it is not their fault and it's just too bad for me. I've had USAA for 20 years. Other claims went very smoothly in the past. Both this claim and a property claim, filed last summer, did not go smoothly at all.

Thieves, liars, bureaucrats, and uncaring bean-counters. We are a customer for 15 years, and we even financed our cars through the company. In January, a 17-year old pulled out into a 55 mph road totaling my Cavalier. Police ticketed the young man. Open and shut, right? USAA says that the car they gave me a loan on and insured for 3—yes, 3--years had the wrong VIN on paper at the office and thus would not pay for the car. Why my company would have to pay, I have no idea. But they sure won't share the info. Why isn't GEICO (the 17-year old's company) paying for the wreck? 2 months later I am still sore, yet I am an honest teacher who isn't looking to "fleece" an insurance company. Yet, it is my own insurer (USAA) who is sticking it to me. I know it sounds unbelievable. I don't believe it myself. What really gets us is that we really trusted this company. They were supposed to treat veterans fairly. Do not use this company!

The date of the accident was 7/22/11, when a construction truck driving in front of me on I-75 S in Chattanooga, TN, had a ladder fly out of the back of their truck, that landed and hit the front L bumper of my car, and caused damage to the front of my vehicle. I called USAA and filed a claim, and they gave me an auto repair shop named Abbra in Chattanooga, TN, to take my car to, for an estimate and repair. I went to Abbra on October 6th (I am not sure about the date), and the repair shop was very nice, but suggested I take it to a Lotus dealer, and get their opinion of loss in value, if a non-Lotus shop does the repairs with aftermarket parts, and not use Lotus certified parts. Considering this would be an entire front end clam shell replacement, I called USAA on 8/8/11, to update them on what their repair shop had suggested, and I asked if they knew of any closer Lotus certified repair shops, other than Atlanta GA, and the claims adjuster said no.

I informed the adjuster during that call, that it may take me some time to get my car to Lotus of Atlanta, since the shop was 280 miles round trip from where I live, in Chattanooga, TN. It's actually common for owners of Lotus cars to have to travel some distance for oil changes, repairs, and such, due to many shops are not Lotus certified to work on these cars. I told the adjuster I would call and let them know, as soon as I got it to Atlanta. The dealer is open only Mondays-Fridays 8AM-5PM, and I work those days as well, and will have to get a day off of work, to be able to get my car down to Atlanta. On 10/7/11, I tried dropping my car off in Atlanta at the Lotus dealer, and I called to get my rental, and USAA would not approve a rental, because the representative said I did not get an estimate done at the facility they requested I go to, and until an estimate is done, and my car is in the shop for repairs, no rental would be approved through my rental insurance. The adjuster started questioning my claim, and all claims I ever had with USAA, and started throwing out dates and asking, what was this for, when it would be a claim for towing where I broke down one time 10 years ago, things that had nothing to do with my current situation, and needed a rental.

She kept asking me where I had it fixed before, and how do they know my car had no prior damage. She continued to tell me that before anything can be done on my car, that a special investigation had to be done on my past claims. I hung up, called, and got another adjuster, who was very nice, and explained they needed an estimate, before I could drop my car off. I asked why the car couldn't be left in Atlanta, at the shop here who's going to work on it in the first place, and let their adjuster come here. She said no. All this was due to the first USAA shop they sent me to, do not write an estimate, and the first representative kept yelling at me, that I did not follow the proper procedure, when I actually followed exactly what I was told to do. So, I had to drive all the way back 140 miles one way home to Chattanooga, to have an adjuster come out 2 days later, and write an estimate, just so I could drive another 280 miles round trip, to get a rental, and drop the car off, with another day off of work.

The USAA independent adjuster came out, looked at the car, and did not have my kind of car in his book, but did tell me the car would need a new front bumper. I know he knew nothing about my car, because the entire front end is one clam shell. Anyway, he uploaded the report to USAA with a total repair of $549.96, with a deductible of $1,000 collision and my cost, meaning the repair is at my cost. Here is another issue that is wrong. I have watched my claim go from a comprehensive claim, which does have a $1,000 to a collision claim, and that deductible is $300. This entire claim has been in error. As of this day, the claim is listed as collision claim, with me owing $1,000 deductible, when my collision deductible is $300, right off the USAA website.

My car finally gets dropped off for repair in Atlanta on Jan. 6th, 2012 ,at Lotus of Atlanta, who uses Performance Collision for repairs. My car went to Mike at Performance Collision on Jan. 9th, 2012, and on Jan. 12th, the repair shop sent in their supplement for repair to USAA for approval, and the total amount of repair was approximately $18,900-$19,000. This is what I expected for this kind of vehicle. The repair shop still had not heard anything, and on Jan. 23rd, USAA had a 3rd party appraiser, Gary ** go out to inspect my car. Another week went by with no contact from USAA or Gary, and I'm still using up rental days on my rental reimbursement waiting on USAA. On Feb. 3rd, USAA sends an inside appraiser Mark ** to look at my car, and on Feb. 6th, I still had nothing from USAA on what was going on. I called USAA on 2/6/12, and could of course not get the adjuster, who at this time is Lance **, and the representative had no information to give me other than the adjusters' appraisals were not back. I had a big issue with this, considering now all of my rental reimbursement of $1,500 has been used up, and I am paying out of pocket now, because USAA has provided poor quality service, and it's been 25 days since the repair shop sent their supplement to USAA, and no response on anything has been received, nor has a single adjuster contacted me from my numerous calls and messages. Any information I have received so far, has been through the repair shop.

On 2/8/12, I called USAA's inside adjuster Mark **, and left a message. I called USAA, and left a message for the claims adjuster requesting for an extension on my rental, but I did not receive a call back. The representative said that once the policy is maxed that no extensions are given. I explained that normally, it does not take more than 25 days for an insurance company to write an estimate, or approve or deny a supplement. Mark ** calls me back, to tell me my car is possibly a total loss, and that USAA will be contacting me. Mark has been the one and only person that have been of any assistance in finding out what is going on. I explained to him about the rental, and he knew there had been a significant time delay, and he apologized, but told me to call USAA, and tell them what's going on, and ask for a manager, and he would inform his manager of my extra rental cost, and see what could be done. I called USAA back and explained what has happened all over again to another adjuster, and they could speak to Mark ** to verify the delays in this claim, to get rental reimbursement help. On 2/10/12, I finally got a call from my first adjuster who informed me they will not be paying any extra rental. I took the rental car back on 2/12/12, and I now have no replacement vehicle, plus I'm out an additional $794.77 in rental, due to USAA's significant delays in my claim.

On 2/13/12, finally, after numerous phone calls over the past several weeks, I got a call from Wendy ** from the Total Loss Department, to tell me my car is a total loss, and they will cut a check for $26,000-$26,999 (unsure of exact price), and I told her that would not work for me, that my car is one of 3 known in the US for color and make for 2005, and something else would have to be worked out. She said my claim would have to go to their special adjuster team for review, and they needed my okay to release my car. I gave it. On 2/15, I received a call from USAA, again telling me I need to release my car to them. I explained I already did this, so the representative did a 3 way call with the repair shop, and the car was released. On 2/20/12, I receive another call from USAA, stating we have to discuss a problem about me not releasing the car, and to call Stephanie **. I called Stephanie, and of course I was routed to her voice mail. I got a representative that tells me the car is not released. I told her this is the third call, and the third time I have released this car, and the last time was through a 3-way call from the USAA adjuster.

She asked if she could 3 way the repair shop, and get my okay to release the car. So for the 3rd time and the 2nd 3-way call, the car was released again. On 2/23/12, I received a letter in the mail from USAA, Wendy **, stating that since I refused to release the car, all storage fees are my responsibility, and per our conversation on 2/17/12, and the letter is a written confirmation of our conversation. Refused? Are you kidding me? First, I did not talk to anyone from USAA on 2/17/12. So I called USAA again, and had to go through this process for the 4th time, but the representative did not 3 way, just called while I was on the phone. I made it very clear that I did not appreciate USAA's adjuster sending a letter, stating I had a conversation with her on 2/17 and refused to release my car to them, and her letter confirms our conversation, because I never spoke to a single person on 2/17/12, and the car had been released 3 times before that date, with 3 way calls made by USAA. That was flat out lying on my claim.

On 2/20/12, I called Mark **, the USAA field appraiser, and asked if he could help me find out what's going on with my claim, that no one will call me back from USAA. I left voice mails for Lance and Stephanie (2/15/12, 2/17/12, 2/20/12), and as of 2/23/12, I still have not received one phone call over my claim. I've received info on what storage fees I will be paying (as stated above), but nothing from any total loss adjuster, other than my very first conversation on 2/13/12, telling me the ACV, and it was being reviewed by a special team. Mark told me the special total loss team completed my car report on Tuesday, 2/14/12, and they were not offering a single dollar over what his CCC appraisal had stated. I explained to Mark that no one has let me know anything. I asked Wendy on 2/13, when first telling me the total loss amount, and I asked for the ACV report, and it was never sent to me. I asked the USAA representative again, just minutes ago for the report, and still never got it. I don't have it from USAA as of today. However, Mark was nice enough to scan one for me on 2-22-12.

On the ACV (actual cash value) report, there are many things wrong. Many options are marked off, that I do have. Things are easy to see like leather seats, dual mirrors, console storage, 4 wheel disc brakes, and more. The sales tax is stated 7.38% on the value report, but the sales tax in TN is 9.75%. The other problem is these comparables are 800-2,000 miles away from my home, places like Arizona and Connecticut. How can I inspect these for replacement vehicles? Actually, I called the places that were listed by USAA, and 2 of the 3 cars were not available for sale. This comparable report was also done for December 2011, when my total loss was 2/13/12. Why were comparables not used in the current surrounding markets, such as Atlanta, GA, that are closer to me. Also, the average cost of the 3 comparables used are much higher than what USAA offered me for my car. This is a big problem.

On 2/27/12, I called USAA, and asked to speak to the VP of claims. The representative told me I could not be transferred. I asked for an email or extension, and she said it could not be given out, that I would have to go through the adjuster, then the management. I explained that I have done this already several times, and still have not heard a word from any of them. She tried to get a manager on the phone, and was unsuccessful. I hung up the phone, and looked up the CEO's contact email information for USAA, and forwarded my complaint. The CCC actual cash value appraisal, with all the things wrong with it, and my comparables I found right close to where I live. I've heard nothing.

On 2/28/12, I called the Tennessee Department of Insurance, and was just forwarded back to USAA Claims, and given their number. I'm back where I started. I did get an email today from the office of the CEO, stating they will forward my information to the appropriate party. Who is that? Hopefully, not back to the Total Loss Department. It's impossible to speak to someone from claims at USAA. Yes you can hit 0 and speak to another adjuster, but they have to read the file, you have to update them on what's going on, and they still have to put you on hold, try to reach your adjuster, and nothing happens, because the adjuster is never available.

My claim was on 7/22/11, and my car was finally in the repair shop on 1/6/12. I have heard nothing from USAA, other than one call, to tell me my car was a total loss on 2/13/12. All the information I received to date was through the repair shop, or a few calls to the field appraiser. My total loss adjuster, Stephanie **, will not return calls. The management is impossible to get on the phone, even for the employees of USAA. I'm still making payments to the bank on my total loss car, paying full coverage insurance on a total loss car, and no replacement. Overall, they have given no help, nor communication.

Sitting in park, my daughter was hit by a lady covered by USAA. A police report was filed and she admitted responsibility. She did not contact her insurance so my insurance contacted USAA to get the ball rolling. The accident happened on December 22, 2011. I took my car for estimate on January 2, 2012 and finally was able to speak with adjuster to give my statement on January 11. He had not yet talked to his insured member. I received call from body shop that estimate was approved and took my car in on January 16 for repairs and picked up rental which USAA had not yet approved so I gave a credit card for rental to get home. The car was repaired with additional charges that were also approved by USAA on January 20. Body shop would not release car without check.

After many attempts to reach Frank the adjuster, she finally spoke with someone else who said a check was mailed. Five more days of car rental until I received the check for a total 12 days. USAA will only pay for five days of rental although they dragged their feet confirming the accident with their member and were the reason she couldn't get the car sooner. We're stuck with $200 plus unreimbursed charges for car rental that they refuse to pay. Frank was rude and yelled at my daughter on the phone regarding the car rental. They also didn't want to pay the taxes on the five days of rental.

A month into my insurance policy, I backed into another car and this created just under $1,000 in total damage (to both my and the other person's car). When I went to renew my policy, USAA increased my insurance by over $200 a year. When I did price comparisons with other insurance companies, they said that they would not even count that against me because it was only $1,000 in damage. So, I decided to cancel my policy with USAA and go with another insurance company.

When I called USAA, just before my policy was about to end, they told me that I do not have to cancel my policy and to just basically let it run out. I then received a bill from USAA a few weeks later to pay for the policy. When I called them about this, they said that they will cancel the policy. Then about a month later, I received another bill from USAA saying that I owe them $83. When I called, they said that it was because I did not cancel my policy (when they told me that was not necessary in the first place).

The representative said that I did not have to pay the money if I did not want to use USAA again. I told him don't worry because I will never use USAA again. USAA is awful.

My wife was involved in a motor vehicle accident in May. We have Geico with whom we are extremely pleased. They handled the claim quickly and professionally.

However, the other driver had USAA. While technically, my wife was at fault (she hit them in the rear), the police officer said they were also at fault to some level. They were stopped in the lane of travel on a busy highway to let geese cross. Two other drivers had to swerve to avoid them as well.

Well, Geico paid the claim as well as covered a rental car for the other driver (they did not have rental coverage). Also, they claimed that both of their cell phones were destroyed in the wreck and Geico gave them $100 each for replacement. USAA verbally agreed to close the claim.

Now, almost 9 months later, we received a letter directly from USAA (our Adjuster never received the letter) telling us that $1899 of the damages were not covered by our Insurance and that we must (they capitalized in the letter) submit a Certified check within 15 days or we will face civil action.

Well, we scanned the letter and emailed it to our Adjuster at Geico. She said that weeks after the accident, USAA agreed to settle the claim for our coverage. She then contacted USAA and they said that it was a form letter that is automatically sent to the Insured. I asked what would have happened if we had paid. She said that we would have never seen the money again.

Geico has handled themselves wonderfully. However, we feel as if we were shaken down for more money by USAA.

I was involved in a car accident. It was all fault of the car behind me. She is with USAA. I felt painful in my back. I went to see doctor with my own insurance. The lady handling my case in USAA was very rude and let me felt very cold, very bad service and attitude. I will never buy anything from USAA in future.

I was in an accident and I got T-boned. There was no witness so no ticket was given to either driver. However, my USAA paid to fix the other car's damage. When it came time to renew my insurance, they stated they were going to cancel my policy because of too many accidents. I was paying $147.09 amount and they told me in order to renew I would have to pay $1,000.00 a month. They suck.

I was a USAA member for 46+ years since 1964 when I was at OTS at Lackland AFB. I had car and home insurance, a credit card and 2 savings accounts. Also, my husband's and my IRAs were with USAA. My husband needed his IRA for legal defense and I had power of attorney to affect any and all legal, financial and personal activities in his name.

When I called USAA to request a distribution from his IRA -- he's well over 59 1/2 -- they insisted to know the reason. That's where I went wrong -- I told them he had legal issues. Before they would distribute his money, they insisted on my putting the reason in writing, even though I proved to them I had power of attorney. Once they had my letter, they told me they would not renew any of my insurance policies and were ending my relationship with USAA.

After 46 years, mind you! They told me if my husband died or I divorced him, I could reapply for membership. A few months later, toward the end of 2011, I got a call saying they were closing my savings accounts and my credit card, and denying me access to their website although I still have my IRA there. The "customer service" person who called couldn't tell me why the action was being taken, saying I would receive a letter of explanation.

When it arrived, I was livid. The savings accounts were closed because of "failure to meet contractual agreements" and the credit card was revoked "because of irregularities in the account". Both untrue! My bills have been paid in full each month for all those years and I have credit reports to prove that. I'm afraid those false reasons will adversely affect my credit rating. I couldn't be more disgusted with USAA. Now they've begun advertising on TV -- "we know what it means to serve". There was a time when they did -- no longer!

On November 3rd 2011, I woke up feeling great it was a Thursday. I went to work, had a great day at work and then left to head home to pick my daughter up to take her to the middle school basketball game where she was a cheerleader. However, only 3 minutes into my drive home, an idiot turns left off a side street directly into my car as I was coming straight down a hill at 45 mph. Yeah, she got t-boned. The impact was so great that I ended up mostly down the hill where her car spun quite a few times and laid rested most of the way up the hill. I immediately felt searing pain in my knees but I realized for the most part I seemed to be okay.

A couple of great passersby stopped, got out of their cars in the cold freezing rain to see if we were both ok. Police arrived. One ambulance arrived and my husband showed up 10 minutes later. The firemen asked if I was okay and at this point, the pain in my knees and neck was really setting in but they stated it'd be another 10 minutes before they got another ambulance but since my husband had just shown up, I could ride to the ER with him since it was like half a mile away.

We get there and pain is just shooting up and down my spine. As soon as the ER doctor hears, I've had a spinal fusion. 2 metal rods, 10 screws and 5 brackets were placed in my back previously. He immediately puts a collar on me. They do all the x-rays and ct scans and nothing is broken. He says with having scoliosis and having a slight curve at the base of my neck, the whiplash is going to probably take longer to heal than it would for someone with a perfectly straight spine. I was on pain pills and muscle relaxers 3 times a day for 2 whole weeks before the pain started to subside. The knees were not broken. I could walk but they were bruised for almost 2 months.

We notify USAA. The driver of the car was ticketed, no valid license and improper lane usage causing an accident. Still USAA charged us the $500 deductible even though she was ticketed. They gave us a rental and said they'd pay us for my car since it was totaled. They took possession of my car within a few days, told me I had to send the title to them before they would issue payment. It was paid off. I send them the title. We wait and hear nothing. We keep trying to call Gloria S., our claims contact through USAA, and kept getting her voicemail and she wouldn't return calls. So they have my car, have the title and still haven't sent payment for it. I have to return the rental. My car was paid off. I was waiting for them to pay me off so I could purchase another car without having to obtain another loan. So now time is up on the rental and, of course, we could keep it longer if we paid for it. So my husband used his truck as a trade in so I could get a vehicle to get me back and forth to work. So he had no vehicle and had to ride with coworkers.

It was 23 days from the accident before they paid us. They stated they had to prove the other driver was at fault driver and they would reimburse the $500. I sent them the copy of the accident report, I even highlighted all the areas since apparently they don't have anyone employed intelligent enough to comprehend reading a police report and they still have not paid us back. Also, they refuse to go after the owner of the vehicles insurance. The lady driving wasn't the owner, the owner let her drive his car knowing she wasn't on his policy and his insurance First Chicago stated to USAA they were going to deny the claim stating their insured didn't allow her to drive the vehicle therefore, they are not liable. What does USAA do? Nothing!

I was out of work for 3 days an additional day to find a **** car at the last minute because I had to return the rental. They stated 2 days after the accident it was a total loss and it took 21 days after that to receive payment. I still have not received compensation for time off work, pain and suffering and tons of undue stress from USAA, the owner's insurance and the retarded driver who caused the accident. In this whole ordeal, we have faithfully had USAA many years as my husband is active duty air force.

It's deducted monthly from our account. My car again was paid off. I didn't even have to carry full coverage on it but I did because we are responsible and just in case something like this would happen and it did and there has been nothing but run around since then. Not once did USAA initiate any calls to us. We had to call over and over and email before we'd get a hold of Gloria S. and they also had the audacity to ask us when we first called to report the claim. "Well sir do you want us to go after the other driver or do you want to handle that on your own?"

We have been paying for full coverage insurance for? Isn't that your **** job? I'm going to press this issue and not let it drop until I am satisfied USAA and my claims adjustor Gloria S. are held accountable for how they treat their clients. If anyone else has come across complete and udder disregard while filing a claim through USAA contact me at my email address. I plan to compile lots of complaints and go to anyone who will listen, attorney, news, etc. My husband has given the last 16 years to the military. He pays his dues and we pay our bills and get treated like ****. I know I woke up that day feeling great and ever since that afternoon, it has been nothing but stress and grief all at the hands of the company we pay to protect us!

I have lost confidence in USAA over how they handled the situation. I have found out they are not looking out for their customers. I had a piece of roofing crash through my bedroom window in the middle of the night. I did not think my insurance would cover but to be safe I submitted a claim anyway. They sent a contractor out to my house to do the estimate. The contractor and USAA both explained that all cost below my deductible I would be responsible for, I understand.

This contractor put a piece of plywood over the window and is charging me $160 for $9 in materials and 15 minutes of labor. I never asked for this to be done but if the price was reasonable I would have no heartburn about paying. Second, looking at the quote received by this contractor, he wants $1,000 to replace the window. It just dumbfounds me that USAA does not try and help its members get a fair price and are not as upset as I am. Thanks to USAA, I'm spending $160 for a piece of plywood over my window instead of purchasing a replacement window which cost $160. I'm regretting I ever called you.

I was rear ended on 12/20/11 by a USAA policy holder. The totals adjusters use bully tactics to coerce you to accept their low appraised value for your vehicle. They are arrogant, rude, demeaning, and pushy. They insist they are quoting the law for your state as a means to force you to accept their settlements. Is that deceptive?

Check the laws for your state with the State Insurance Commissioner yourself. USAA is telling you falsehoods! They are difficult to reach and don't return calls. They have worst customer service if you even get any. Contact your state Attorney General and other Consumer Advocate groups to expose their unethical business practices.

A USAA insured rear ended my stopped car at 55mph. I was taken to the emergency room and treated. Since I am disabled, I had to have all of my disabilities checked. They repaired my car cheaply as they could and it is not any where near right. The repair shop said, that that was all USAA was willing to pay for.

Over a year after the accident, they have yet to have read my medical records. They want to settle for $5k. My ER bill alone was $10k. They have attempted and succeeded in modifying my medical records, an illegal practice with HIPPA. Furthermore, they have shared those changes with other insurance carriers. Without reading medical records, they have reported opposing views. The agent was not even familiar with the medical condition. Measuring 'idiopathic' changes is my favorite.

I was hit by a USAA client on 12/20/11 and until now I'm still waiting for their liability decision which the client has to admit that he is at fault. They could've ask him a long time ago when they called him. The adjuster was very rude and arrogant. My 2-year-old daughter was with me at the time of the accident and California law states that they have to replace the car seat, so I sent them all the information they needed and they called me saying they need more pictures of the car seat and some picture with price at Baby's R Us website that isn't really on the list, that I have to provide them and the adjuster says on her rude voice that ma'am the car seat is $199. I have 2 kids and I don't buy expensive car seats and from there I got really **.

USAA auto insurance is very slow and very unprofessional in handling claims that especially if your not a member. My family has USAA because my dad is a retired military man but I would not recommend this insurance to anybody.

I was rear-ended by a USAA customer on 12-19-11 and the adjuster arrived 10 days later to estimate the damage to my 07' Tacoma. I had been informed that getting my own estimates were useless but wanted to have an idea of what to expect should they try to underpay. Sure enough, they're offering less than half of my lowest three estimates. The adjuster did however tell me that if any discrepancies arise, he would be back out to the bodyshop to review what he had missed and reevaluate it.

I am a carrier of GEICO but I was hit by a USAA insurance carrier. The accident happened on the 9th and fault was not determined until the 18th, that being the USAA carrier. I immediately got a rental car once fault was determined and kept it until I was able to get the car out of the shop which was on the 28th.

USAA paid for the car only from the 18th until the 23rd because repairs were completed on the 23rd. The way I see it, they are making our pretty nicely here seeing as though they could have been paying from the 9th until the 23rd and I was only asking to pay from the 18th-28th. I asked to speak to a supervisor and after 4 voicemails, I got a call back. After 25 minutes on the phone I was hung up on by the supervisor. I work in a call center environment and this behavior is unheard of. Do not deal with this company. If you are looking to get insurance with them, look elsewhere.

I had full coverage with USAA on my '09 Charger and it was stolen. I had wheels and radio on it. I'm in active duty. I spoke with USAA and said they would cover rims and radio as long as I had a receipt. The car was found stripped on Oct. 10 and I took it to Caliber Collision for repairs. I was in a rental for a month, I faxed receipts to USAA for the rims and radio and been calling them looking to see what is up with the money. I just get a voice mail. As for my car, it's Dec. 26 and they're still repairing it.

I called Caliber and walked in there and spoke with the GM. They keep finding something wrong with my car that USAA that USAA don't want to pay for because they think they paid enough. I pay $250 a month for full coverage for a reason, so things like this won't happen. For 3 months, I am without a car and still have to pay for a car payment and get treated like **. Not to mention, I did not get money for what I work for and not get a call back when I leave them a voice mail. I will close all my account with them and look elsewhere.

On December 10, 2011, our 23-year old daughter was driving our 2001 Chrysler T&C van when a woman ran a red light and broad-sided her. The woman proceeded to flee the scene. A police report was filed and USAA was called. Our daughter went to a doctor for pain in her neck and back a few days later. The doctor prescribed pain medication. By the way, I'm in Afghanistan.

It took over 3 days to get the van towed and we were then told it was a total loss. I looked the value up in Kelly Blue Book and NADA. KBB is $5031 and NADA is $5425, with mileage taken into account. Someone named "Ray" called my wife and said we had a week to find a car and that they would not pay for the car rental after one week. It took them 5 days to determine it was totaled, 3 of which the vehicle was sitting at my daughters job site.

The "appraiser" Gregg ** of CCC ONE listed the vehicle at $3555, which is way off the mark. I told USAA we were not going to settle for that amount: it wasn't our fault and we can not possibly get another vehicle for that amount. I tried for 2 hours from Afghanistan to reach the numbers listed but only got their voice mail. The Evaluation Report provided by Mr. Gregg ** showed 3 other vehicles, none of which had near the options as ours, with values listed at more than $5000 "adjusted" to just over $3000. One was listed at $7995 and was "adjusted" to $3824. Like that explained everything!? It also listed several others (all 2001 Chrysler T&C) with the very same scenario. Listed at $6500 but "adjusted" to $3,651. Listed at $6,000 and "adjusted" to $3310. Listed at $6500 and "adjusted" to $3651.

My vehicles (six in total) have the oil changed every 3,00 miles, tires rotated every 5,000 miles and the plugs and plug wires are changed annually. The coolant is flushed annually as well. Our vehicles are maintained very well--my family rides in them! When I finally was able to speak to someone at USAA, I was given to Cindy, who sounded like Rainman's parrot, "Yeah...Cash value...Cash value ...Yeah ...that's the cash value of your caryeah!" She also said that USAA does not go by KBB or NADA but uses independent adjustors. I told her there was no way we were going to settle for this amount! I then received an e-mail stating that USAA had sent me a message. When I went to their web site and opened it, I found out that the USAA person handling the case, John **, had downgraded it even further! Not one person has asked if my daughter is okay! I find their attitude and action reprehensible and when I get this resolved to my satisfaction I will be cancelling both my home and auto policies!

Our daughter still has a sore neck. I have contacted attorneys in two states as the more I look into this the more deceit and dishonesty going on. I am waiting on replies. Why is my own insurance company trying to cut my throat for an accident that wasn't our fault? I would hate to think what hell we would be going thru if our daughter had been severely injured? Any information or advice is greatly appreciated.

I recently was involved in a car accident driving to school on the LIE. The guy in front of me slammed his brakes and I wound up rear ending him. Nothing happened to his car; however, my hood was crushed up and the radiator was slightly tipped at the latch spot along with a headlight out and bumper slightly damaged. I filed the claim and the car was towed to a local body shop. I called in the next day to make sure someone comes in and assesses the vehicle and they okayed it, saying after the weekend someone will come in. After the weekend I called the shop to see whether someone came in or not—nobody. So I called USAA and they tell me I need to "release the vehicle to them" so they can tow it from Queens to somewhere in LI.

I told the woman that I didn't want to do that because as a commuting college student that is very time consuming and that I just want the car to stay and get fixed at that shop since it's already there. She said that if I don't release the car to them it will be a "total loss" because of storage fees. So I called the shop and asked them about the storage fees and they said there are none because the car is repairable. I called back USAA and told them this and this woman was persistent that if I don't release the vehicle, then it's a total loss. After a few minutes arguing I finally drove out to the shop to check out what exactly was going on. The shop got USAA on the line and once again the spokesperson was insisting I get the vehicle towed to their "inspection station" to avoid storage fees. The body shop owner was explaining that there are no fees since my car is in fact repairable.

So finally USAA gets all huffy and tells the shop they'll send someone in that day. Two weeks go by and still no one has bothered to go in to appraise the car. Finally, I get this guy by the name of Jay ** to look at the car and he deems it a total loss. At this point, I extended using the rental, which I got hit in my pockets, because someone incorrectly explained to Enterprise the way the rental car portion of insurance works. So Jay looks at my car and tells me it's a total loss because there is "too much damage".

The company, even before going to look at the car, already insinuated my car is a total loss and the body shop owner was even appalled that the company was already totaling it out before even looking at it. Everybody at the shop said its fine, the car is drivable and there is no engine damage. The appraiser told me that the fans are pressed in and the radiator is up against the engine, but lo-and-behold I opened the hood and nothing is touching anything. The AC works fine, the car is not making any funny noises or overheating.

On top of that, he decided to take into account things that weren't even remotely related to the accident. I just installed TRD struts and spring and he told me I need a wheel alignment—which I do, but any knowledgeable mechanic would tell you after replacing the suspension is what needs to be done plus the little latch on the trunk of my TC. So after doing all the leg work and making all the calls, and being put off for weeks, my car is totaled for essentially about 2500 in damage—yes, I already got an estimate from a shop and all my parts OEM.

I am a retired soldier out of the US Army. On Oct. 5, 2011, I was done packing up my house on base at Fort Knox Ky, and had a buddy over to help me load my 2001 Mustang GT that I have spent the last 2 years building. With over 50grand invested in this car, I wanted to be as careful as possible, hence the friend's assistance. As he and I were loading up my car onto the trailer I had rented from U-Haul, the front bumper got caught on the lip of the trailer. We tried to load this car 3 different ways. Out of options, we tried one last way, and it didn't work either. The front bumper was ripped off of the vehicle and was under the car. It ended up damaging the bumper, fender linings, fog lights, left headlight, the headlight/ radiator support mount, and my VIS Racing after market 3.5in Cowl Induction hood.

Now, this hood is a $1000.00 hood before freight shipping. When I put the hood on the car, I knew that if anything ever happened to it, USAA wouldn't pay for it unless it were specified in the policy. So I told them about the hood and every aftermarket part on the vehicle, which is pretty much the entire power and drive terrain. This particular vehicle was listed and insured as a recreational vehicle and not driven everyday. We loaded up the vehicle after pulling the bumper out from under it, and just went on with my trip. I stopped in Tennessee at my father's house, and unloaded the car there. I then notified USAA of the damage and told them what happened. They said no problem, not a big deal. I went ahead and moved my stuff to Texas back to my home of record, and a week later I came back up to Tn.

USAA told me that they only had one shop in the area, but I could take it anywhere. But they still wanted to send out a rep from an appraisal company to over look the car. About 3 days later the rep shows up, looks at the car which was on jack stands at the time because I had to reinstall the drive shaft. He spent about 5 minutes in total over looking the car, snapped some photos and was off. I paid to have the car towed to 7 different shops in Jackson Tn, and everyone of them were scared to mess with the hand woven carbon fiber hood. They preferred to replace it. I had no issues with this, but every shop really didn't want the liability of the job. So after about 2 weeks of looking, I found someone who was willing to do the work in his home shop. He is a certified body man, and comes very highly recommended.

He said no problem, and he would do it at half the cost of labor. USAA said it was a 4-day job, but as my body guy started the repairs, we both started getting the runaround for the hood. In the initial assessment written by their rep, it said on the very first page that the hood was after market and would need to be replaced. USAA did not pay me for the hood upfront. They said to try and have it repaired, mind you, they knew what every repair shop recommended, even theirs said the same thing about the hood. I have been in a rental car that USAA set me up with this entire time.

It is Dec. 10, 2011, my hood was finally paid for the next day, and it's going to take another 7-10 days freight delivery after I order it. Only they don't make that hood anymore, so now I have to figure something else out now. They informed me that I need to return my rental and that I owe on the car since my limit ran out on Nov. 26, 2011. A manager named Audrea from USAA told me to go get my car, and drive it with the damaged hood until the new one comes in. I asked her if she were out of her mind, and at this point I really hoped they were recording the phone call because that was the most insane thing I've ever heard of. I was not going to pick up my car until the new hood was delivered and installed. I got a call from Enterprise this morning and they informed me of my bill at this point.

I am a combat veteran from the Army and have been treated like the biggest pile of hot garbage by this company whose whole purpose is to support the military and their family. None of the formal complaints that I filed have gone anywhere, my car still is not fixed, and I got stuck with a $400.00 plus rental car bill at this point. This is all because they refused to pay for the hood from the beginning. I will not pick up my car until it is completely repaired, because if I do so, that eliminates USAA of any further responsibility. If this is how USAA treats a veteran, service member, or anyone else, I will never recommend them to anyone else. I am also canceling all insurance from them and both bank accounts. Stay away from this company at all cost!

I had my insurance set up through USAA, because I am a veteran, and heard they were good for people who were in the military. Everything was good for the first few months, then there was some sort of problem, where all of a sudden they dropped me, and wouldn't tell me why. After numerous attempts to get an explanation, no one would talk to me at all. This was in 2010. I now have a different insurance provider, and I began to get pulled over for no insurance coverage, because USAA has me listed as coverage inactive, and they will not fix this, even though they dropped me.

I called them to try and get this matter resolved, and they refuse to fix my situation. This has been going on for months. I was almost arrested twice, and today my tags were taken. I am considering suing USAA because this is ridiculous. I don't recommend them to anyone.

I had bad accident with one of USSA's insured clients. Their client hit me from the back and was drunk. The police reported its fault in the report. My car is damaged. But it took a week for USSA just to look at my claim, and another week to send me to their own shop. Then, it was not good enough. So, we had to go back to the same shop for another inspection. Since then, we've been calling and leaving messages. No one is returning our calls. The agent and supervisor are on vacation. These are the worst people I've dealt with in my entire life. I just want to fix my car and get their drunk client off the road. What a shame!

My wife hit a deer in her 2002 Toyota Solara on 11-15-11. The front passenger side was damaged. She is okay but I had many problems dealing with USAA. They booked a rental with enterprise and a tow truck. The tow truck took two days and the rental car company made my wife wait three hours for a car after she already had the conformation number for a car USAA covered. 8 days after the accident enterprise called saying the rental car must be returned on 11-29-11. This call was received the day before thanksgiving, so we spent two hours trying to get someone from USAA on the phone. When we got a person on the line, she said the car is unrepairable and they gave the settlement amount (which was a very fair price $8200, blue book was $6100, we had just put new tires and had some preventative work).

She said, she would next-day some paperwork and we planned for this to be here Monday, 11-28-11, since the holiday. Well, the paperwork is not here and now they are asking for the rental to be turned in Friday 12-2-11. They just told us on the phone that they are sending the paperwork now, since they could not find a tracking number for the one sent last week. What all this means is, we can't buy a new car until we are paid for the wrecked one, and we can't get the money until the paperwork is turned in, and the paperwork can't be signed until they send it.