USAA Auto Insurance

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Nicole of Inwood WV (01/15/07)
A USAA customer hit my Audi Conv. in a parking lot and left. A witness wrote down her license plate and gave it to me later. She hit my parked car so hard that part of my grill in the front went over 100 feet. She left the scene and I had to have the police hunt her down. She was fined for a hit and run. I had to pay for a police report to get her information!

USAA is refusing to pay for new parts on a 58,000.00 Audi!! They want them to come from a junk yard. They were so gracious enough to give us a whole 20 dollars a day for a rental. In Northern VA where we bought our car from, that is enough to rent a motor bike! We have had a fight with the company since this woman hit and run. They are VERY rude, never return phone calls, and outright laugh when we mention our loss and want paid.

As self employeed individuals we have lost a lot because of this woman. Who knows when and if we see a check. I would never reccommend this insurance. Very rude and they will not pay up. We feel backed in a corner.

Jessica of Waldorf, MD January 9, 2007

Jessica of Waldorf MD (01/09/07)
I was involved in a 3 car accident. I was hit from behind and pushed into a vehicle in front of me. When it first happened I called USAA, that is the insurance of the driver who hit me. The days after were horrible, it was impossible to get a hold of the agent who was assigned to my case, I called several times and left several messages and never got a call back. I made a recorded statement saying I was pushed into the vehicle in front of me, the person who hit me made a recorded statement admitting he pushed me into the vehicle in front of me, and I have a police report saying i was hit into the vehicle in front of me. But the person in front of me said to the insurance that I hit him before I was hit.

He is clearly lying, and suddenly he is trying to claim personal injury to himself and two passengers, (even though there is a mere scratch to his vehicle, not even any significant damage to prove a hard impact) but instead of investigating, they are using his statement as a way out of paying for the front end damage to my car. They wont give me a rental or anything. It has been 3 weeks and I am still without a car. now I have to file though my own insurance, and pay the deductible that I might not get back.

This whole situation has cause seriuos stress. Constantly calling them asking them questions such as how they can tell me the accident was my fault when I was in the middle. And after all this, I got absolutely nowhere. The flat out told me they were taking his word over mine, and I was told the police report was only a tool in the investigation, and it is not what they go by.

My car has 11, 000 worth of damage from an accident that I had no fault in, and I have to pay my deductible (which I may not get back) because USAA refuses to fix it based on one persons statement, ignoring the police report as well.

Karen of Woodbridge, VA December 18, 2006

Karen of Woodbridge VA (12/18/06)
I was involved in a major accident in Alexandria, VA with uninsured motorist who was driving his friend's car. I also had a passenger. My car was not drivable, it was leaking fluids and the driver and passenger air bag was released on impact. I contacted my insurance company (USAA) and my car was towed to Collision Pro in Woodbridge, VA. I was told initially after the preliminary report that it would take about 2 weeks for the repairs of my car as long as the repairs was not over 10,500. When Collision Pro sent out the preliminary report, the cost was 8300. My car rental allowance last for 11 days. Thereafter I was given several dates when my car would be ready. AS OF DECEMBER 19, 2006, I still do not have my vehicle.

I contacted USAA since Collision Pro is contracted by them to find out why I keep getting the run around. Dealing with USAA is a nightmare...My husband and I tried contacting the adjuster several times but she would never return our phone calls. Finally, I made a complaint and got the supervisor of the adjuster on the phone. I asked the supervisor when deciding if a car should be totaled, does USAA factor in the time that owner will be without their vehicle plus damages to the vehicle seen and not seen. The supervisor called Collision Pro and called me back his exact words "you will have your car in 8 days."

I called Collision Pro the next day and spoke to the Manager, he said that he did not know when my car would be ready because he had taken the engine and the transmission out and they were cutting the fenders out. I asked the manager at Collision Pro did he check the engine and the transmission because it was not drivable after the accident. He told me that car had been disassembled and he want know about the engine until the car is assembled. I think you would check this during your preliminary assessment. The cost of repair as of December 12, 2006 is 9,300 to only the body, excluding the possible damages to the engine or transmission. I have complained to USAA about the handling of my car also not paying hospital bills for my passenger who was injured in the car accident and USAA have ignored the situation.

Kathryn of Osprey, FL November 29, 2006

Kathryn of Osprey FL (11/29/06)
While stopped for a bridge opening, I got rear-ended. The car that hit me caused a lot of damage to the rear and quarter-panel of my car, along with the front end where it shoved me into a cement wall.

What I nightmare I had dealing with this company! I have been insured with USAA for over 25 years, and have unfailing sent them a check every month to insure numerous cars, boats, and rental units. It took them over two weeks to call the car totaled. Then they would only give me 1000 on a car that I had just rebuilt the engine on. When we asked what exactly we were supposed to buy with 1000 that had a new engine, new tires, T-tops, and had been reupholstered, we were told that was our problem.

I faxed in over 5000 in receipts for this car, but because we did the rebuilt job ourselves, we were told the receipts were simply maintenance. They would not simply start the car and see that it ran like a top, nor look at the tires to see that they were nearly new. So, I, who did nothing wrong, am currently out of a car, and now have a whopping 1000 to pay for a new one. Bluebook put the car at closer to 3000 without a new engine, but USAA said they don't go by Bluebook values.

Apparently, they just pull a number out of a hat, and that's what you get stuck with. USAA will of course collect from the other persons insurance so they will be out nothing. Oh, and I had full coverage on this car for over 10 years. But I did not have a replacement clause on the policy. So they were happy to take my checks for full coverage for 10 years, but when it came time to pay up - well, good luck!. Like the other gentlemen stated, I figure I have sent them 25,000 to 35,000 since I have been with them with one claim in 1982 that they paid 800 on, and perhaps four tows since then. We only got the rental car for 30 days, even though it took them 3 weeks to tell us how much we were getting. It took 32 days for them to FINALLY send our 1000.

Their adjusters NEVER answer the phone, and when they finally call you back, they act like they are doing you a big favor. Rude, insensitive, and unprofessional. I will switch to another company as soon as I can, and get the cheapest coverage I can, as the more expensive insurance does absolutely nothing for you. I am so disgusted with this company. All my years with them meant absolutely nothing when it came time to make a claim. Buyer beware - you won't get anything from this company except the minimum they can pay. And unless you get a lawyer, that is what you are going to be stuck with.

Michael of Tigard, OR April 18, 2006

Michael of Tigard OR (04/18/06)
A woman hit my parked car and left a note admitting fault. We called the number she left and tried to work with her and her husband with regards to the damage. They told us to go get some estimates and call them back. We went and got two estimates and called them back with the amounts. They said because of the dollar amount, that they will now turn it over to their insurance. They turned it over and then the hell began. They sent out someone to estimate the damage made to my car and first off, they were supposed to let either me or my husband be present; which they did not do. Then, they later come back and said it was just a scratch and the damage was an insulting 34. The actual damage was at least 400 (the lowest of the two estimates we got).

We went back and forth with USAA over sending out somebody who could accurately estimate the damage and every time, they failed to return our calls or set up a time to do so. Fed up, we filed a small claim against the people who hit my car thinking that it would be faster to get the money from them since A) they left a note admitting fault B) they indicated working with us with regards to the damage by both talking to us and by two voicemails they left on our machine C) she knows what she did and from speaking to her, she wants this whole thing resolved too. After all, if the damage was only 34, why did she leave a note with her phone number saying let's work on this?

But currently, they haven't even picked up the note left on their door by the post office to receive the small claim that we filed. Now, I'm worried that their insurance told them to not pick up any mail that looks suspicious (ie: certified mail) so they could prolong paying us. And just to locate them has been a pain, and we may need to send out a sherriff or 3rd party in order to get this claim to them. The whole thing has been a fight with USAA. Then, they have the nerve to say that if it does go to court that they would turn their litigation team on us.

Patrick of Ridgefield, CT April 3, 2006

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