USAA Car Insurance Reviews

I was in an accident a few months back (March 24th). I was not at fault; they took my truck about 2 days later and the vehicle was deemed a total loss. I received a form stating the payout amount and when it would occur. I thought wow this is going great. Then I stopped getting responses on the app I call, and no one answers, so I leave voicemails, no response. I have no clue what's going on. It's months later, and here I am still waiting to hear back. Does anyone know what I need to do?

My parents have USAA, and after a tornado damaged their home and totaled their car, the claims process has been an absolute nightmare. At first, things seemed promising. The field adjusters responded quickly and came out to inspect the property right away. But after that, customer service completely fell apart. We were significantly lowballed on the total loss valuation for the car. When we tried to discuss the offer, we got no response for nearly two weeks. We attempted every possible avenue to speak with someone and got nowhere. Eventually, our field adjuster returned our call and escalated the issue, but it still didn’t help. When we finally spoke with another adjuster, we provided fair and well-supported comparable vehicle values from our area. Even with clear evidence that their offer did not reflect the like-kind and quality value of our vehicle locally, USAA refused to budge.

My family has been with USAA home and car insurance for 39 years. Within the last two years, I have seen a decline in your customer service. When I call USAA, I usually have a problem that requires that I talk with an agent. Easy questions are answered in your good website. When I call the 800 number, it usually takes me 6-8 minutes to finally talk to a person. Your automated answering system is much too complicated and takes way too much time to navigate. I understand the value of directing calls to assist the customer, but USAA system is too long. Asking for a representative should get me one on the line. I suggest you streamline your automated system to prevent delaying me when I call.

I was a longtime USAA customer and never expected to deal with the level of frustration and mismanagement I experienced with this company. USAA reported what should have been only a few underlying incidents as numerous separate claims on my insurance history and CLUE report, which severely impacted my insurance profile and rates. I spent years trying to resolve the issue through phone calls and communications with representatives, but nobody seemed willing to actually fix the problem. To make matters worse, USAA attempted to deem my vehicle a total loss and repeatedly tried arranging pickup of the vehicle without written authorization or consent. Communication was inconsistent, and I constantly felt like I was being pushed around instead of helped.

USAA totaled my vehicle 7 days before the adjuster had the opportunity to evaluate the vehicle. They gave COPART authorization to remove my valuables from my vehicle without my consent resulting to dashcam and all-weather mats missing. They refuse to pay for the full amount because $250 is the only coverage according to the rep. If you have upgrades in your vehicle, it must be within 1 year before the accident and receipt must be provided to claim it. If I could give them a -1-star rating, I would.

USAA low-balls quality repair shops hourly rates, parts and paint when covering repairs of your vehicle after an accident in order to make billions of dollars a year. In my case it was one of USAA customers accidently backed into my car. Good luck chasing after them to put your car back to manufacture’s specifications unless you pony up for the difference they refuse to pay. I nicely requested for a review and only received the delay, delay, go away response. Most bothersome is USAA telling me to go to a shop of my choice and then not paying the total bill. Their response follow-up is “There are cheaper shops in your area you could have gone to”. Who wants to have their car repaired at a low-end repair shop? In return, I have filed a complaint with VT Dept. of Financial Regulation.

The roadside assistance program from my USAA auto policy is unacceptable and was a horrible experience. I used the USAA app to request a tow. The request was accepted at 1:03 pm April 17, 2026, and the driver arrived at 4:50 pm. The USAA app kept changing the expected arrival time, and the tow company said to ignore it, because it was inaccurate. When the driver arrived, he said he only received the request an hour and a half earlier, two hours after the request was accepted. USAA roadside assistance is run by a private contractor and is a joke. Avoid it if you can. USAA needs to find a new contractor and fix the app with useless arrival times.

I am beyond disappointed with USAA and how they handled our claim after a collision on 2/16. The police officer at the scene determined we were not at fault, and no ticket was issued. This was the first at-fault-related claim (determined by USAA) in our entire driving history, and we’re in our 40s with otherwise clean records. We filed our claim immediately. My husband gave his statement right away, and after that, communication from USAA essentially stopped.

"USAA’s customer service is pathetic. I’ve never felt so sidelined or treated like a burden. Your insurance rep’s incompetence caused me to miss work and wasted days of my time. After being a long-term member, I am done with this treatment and will ensure Soldiers are briefed”.

USAA is a company full of corruption and deceit. They use comps from CCCone that are fraudulent. Most with have accidents, frame damage and poor condition. They will claim they do not care and tell you to pound sand, offer you thousands of dollars less than you are owed for ACV and will ignore you when you request and appraisal clause. I hope the US Congress and States shut this scam artist con job of and insurance company down. These people need to be put in jail for life.