USAA Auto InsuranceConsumerAffairs Unaccredited Brand
USAA sells auto and property insurance to members of the U.S. military and their families. USAA doesn't currently participate in the InsuraMatch program. If you're a member of the U.S. military in need of insurance, contact InsuraMatch today to see multiple offers that could work for you.
In March of 2017, three weeks after purchasing a BMW i3, I was in an accident with someone covered by USAA. After having to wait 45 days to get my new car repaired, because their insured wouldn’t notify USAA, and extensive damage to my car, think frame, engine, lift supports, locking mechanisms, I am still fighting with USAA to get the repairs completed. In the year I have NEVER once received a phone call from USAA to check if I was okay, did I have any medical bills, lost work, or if my repairs are complete.
I mentioned diminished value because even with my car not being fully repaired, so far it’s totaling in excess of $12k and additional repairs needed are estimated at $3k, and apparently I’ve only lost $1k in value on a car that was 3 weeks old. I’ve kept records for every associate I’ve spoken with at USAA, and the countless promises of, I’ll call you back, let me check on that. I’ll repeat, NO ONE FROM USAA HAS EVER CALLED ME BACK, OR AT ALL for that matter. Never in a million years would I have imagined a National Company would lack any amount of customer service but if it comes down to me ever having to use USAA for auto insurance or walk, I will be walking. After hiring an independent appraiser, I look forward to working this out before this year is up. That seems to be the pace USAA moves at.
We had borrowed a friend's pull behind trailer for personal use and were returning the trailer. On the way back upon returning the trailer tire exploded, throwing the trailer off balance causing it to become uncontrollable and to break away from the vehicle. The only thing that kept the trailer from flipping and go into traffic behind us was one chain. My husband was able to get the trailer under control and pull to the side of the road. After sitting on the side of the road on 85S with a two year old for three hours and walking around the vehicle and trailer to assess damage while avoiding oncoming traffic, I was told USAA would not cover my friend's trailer damage and I would have to contact a towing company myself. I purchased USAA insurance in 2013 with minimal claims submitted and was told prior to purchasing USAA Auto Insurance any legal trailer pulled by my USAA insured vehicle would be covered by my insurance.
USAA even advertises on their website that "USAA travel trailer insurance insures trailers if they are towed by vehicles covered by your policy and are for personal use only." The next available business day, USAA contacted me and said they would cover my friend's trailer only if we could provide proof we did not own it and my friend could prove he did not have insurance on it. We provided my friend's contact information and he provided them with the information that he had insurance on the trailer. USAA has now stated: "the owner of the trailers insurance policy is primary. Therefore, USAA would not cover any fees or storage associated to the loss unless the primary insurance cannot cover the loss."
I do not understand how it is the responsibility of my friend to take full responsibility for trailer when my insurance assured me they would cover any trailer I was pulling prior to purchasing the insurance, but now would only cover what isn't covered or only cover damages inflicted to someone had there been a wreck. I ensure my military family members and friends who are government employees and who have family members with USAA are aware of their policies and how they do not release all disclosures when making a sale.
Auto Injury Claim Handling - Awful, Inefficient, and Insensitive - Mistaken information provided about AIS vs USAA division of duties/responsibilities. Generated EoRs/Adjustment/Info Only forms are confusing in their intent. These AIS forms are often sent with extraneous details and add'l blank pages - of no interest to a claimant. Plus, the forms are difficult to digest - given their format/structure. AIS should send an acknowledgment of a mailing received. Further, the first EOR should indicate a date that the mailing was received (vs processed).
AIS must not quality-check submitted records in piecemeal. For example, outright reject of submitted materials for one reason. Then, once this problem is corrected, reject for another condition - that could have been identified as part of the first review. Some rejects are purely esoteric and miniscule and should not hold back on the processing of bonafide claim materials. All rejections are not communicated to claimant. Ex: Missing SOAP notes for two days of treatment caused the rejection of numerous days of treatment where SOAP notes were provided. We were not apprised of this condition until we called to inquire. The mass mailing of back EORs from USAA or AIS are basically thrown together in a large package in no order and with no cover letter.
My husband's truck was side-swiped while parked at a grocery store by a man who is insured by USAA. The man was caught on camera leaving the scene. Police, police report, USAA adjuster done. We take our full-sized 4-door Chevy Silverado truck to begin repairs... the rental car USAA has approved is a FORD FOCUS!? Really? Seriously? Our insurance co., Geico, approves COMPARABLE vehicles not several steps down. We had to PAY the difference! Appalling!!
Not a USAA member but car hit by a USAA member. I don't understand what the Auto Insurance industry has come to. Their member pulled into and then immediately backed out of a parking space into my daughter's car which was behind her. The member LIED to USAA and said she didn't hit her, but gave my daughter all of her insurance information etc. (which my daughter has pics of her car's damage, the other car's damage and the lady handing over her insurance card). They are saying we can't prove their member hit her. My daughter also had someone in the car with her and they refused his statement saying it doesn't matter what he reports because he will just be biased. I am so angry that they are not honest and won't do what is right pay for her car to be fixed. It amazes me that people will flat out lie so they do not have to be accountable.
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Hit a pothole and wrecked a rim :( . Now it's been sitting for FIVE days and USAA still hasn't approved the repair. They keep pointing fingers saying they left a message at the shop, but the shop says the opposite. USAA has also assigned four different adjusters (?!) so I have had to go over the issue with a different person every day, and no one knows what is going on, ever. The last rep was so clueless I was surprised he could even dial a telephone. This is NOT how USAA used to be 5-10 years ago. They are just awful now. As soon as this is cleared up, I'm going to look for a new insurer, ending a 23-year relationship with the company.
Usual when you cuss on the automated line they will transfer you to someone to help. With USAA if you cuss at all you get warned once then hung up on. Funny how a company so thin skinned got accredited at all amongst the military community at all. Unless you're being threatened or called a name having a customer that cusses is not a reason to avoid doing your job. Wells Fargo reps understand life and genuine wanna help and will. USAA will use any excuse to hang up and avoid helping you. But they outsource to call centers that only require a GED and pay them only 10.50/hr. While Wells Fargo hires actual bankers that have at least graduated high school. There ARE NO bankers you can talk to anyway at USAA. They are called deposits reps and they are barely qualified to flip burgers.
You're more likely to have to sue them! Then to get cash out of these people all you get is denial letter of coverage! Forget lawyers. I called everybody in town and nobody said anything bad about USAA so they refused to sue them for me! I not only not ignore you I don't treat you fairly! I had to pay for my own rental car almost $1000. I still haven't replaced things that were stolen from the car in the wreck that was thousands more! They refused arbitration and you just might as well beat your head on the wall as to get anything from them!
My family had USAA Auto/home insurance, banking, mortgages through USAA for at least a decade but all 5 of us have cut ties with USAA. They are worth less than 1 star. They have screwed over every member of my family on a separate unrelated occasion. DON'T WASTE YOUR MONEY. They used to be good but in the last 5-10 years their customer service gone down the toilet and they make CONSTANT mistakes, like drivers on your policy that never lived with you. Not having mortgage documents ready for your house closing and the only response is "sorry your processor went on vacation."
If I could rate the experience a (-)0, it would be more accurate. Over 2 months ago, my son had his first auto accident, he was hit by another USAA policyholder. That’s makes both parties, USAA insured policyholders. Which, should make the process simple. But, I have never seen a company be more blatant about trying not to pay a claim. Literally, assigned 2 claim adjusters, neither of which could determine how to handle this basic claim. Making it entirely too complicated, lying, basic lack of disrespect. I’ll be following this with a BBB claim. It’s been over 2 months-nobody has evaluated the car still. Pathetic.
USAA talks all about family and family member benefits as long as you or a family member has served in the military. Try and get auto insurance if your parent has passed away even if you have all their information. Nowhere in the ads do they say they need to be alive OR a have been a USAA member before they passed away. This is very misleading and when I called instead of auto insurance they tried to sell me life insurance. ARE YOU KIDDING - this company is no different from any other insurance company out there looking to take - take and take; they are allowed to advertise under false pretenses because they have loud lobbyists. People need to start calling them out on there.
Our house and vehicles were involved in the recent tornado that went through Clarksville Tennessee on February 24th. Our house was condemned. I called USAA about waiving our deductible just this once because of our situation. And I was simply told NO THEY COULD NOT HELP US AT THIS TIME. With all due respect... WHO FREAKING DOES THAT. USAA THAT'S WHO.
I was involved in a minor road rage incident with another member of USAA. He cut me off and brake checked me. Luckily I had witnesses that saw everything that happened. Unfortunately, since that day everything with USAA has been a complete nightmare. It took them over a month to determine liability and finally, yesterday they said that the other party will accept 100% liability. Great news, right? Wrong.
I take my car to the shop today and am going through the other party's policy when I receive a phone call. It's his insurance adjuster's supervisor telling me that they a withdrawing their 100% liability claim. In the middle of me trying to get a rental car. So I am then forced to pay out of pocket for a rental car as well as my deductible (which btw claims to cover a rental when I get vehicle repairs). I then contact a manager asking to speak to upper management about this situation and I get denied saying that he isn't going to do anything. This company is a nightmare and does not take care of its customers.
A USAA client rear ended my vehicle. The adjuster said there was damage to the bumper but refused to acknowledge that the paint work damage was also caused by their client. I left many voicemails and no one has returned my calls and when I call the general office they refuse to help in resolving the matter. Being from the EU, I’ve always heard about how awful and corrupt insurance is in the US, this cemented in my mind exactly that. Shameful.
My Husband was injured in a motor vehicle accident on a December 28th 2017. His car was totaled. By a USAA policyholder. I am writing this February 27th 2018. USAA still does not return any of our calls. I was able to speak to an agent one time and she told me that she would approve us for a rental car until there was a settlement.
The next day not 30 minutes after we picked up the car, which was a Saturday. They called us and told us that they had determined our car was totaled, and an amount that they would give us. They then proceeded to tell us that the rental needed to be returned by that Tuesday. So we returned the rental after only 3 days. That was 2 weeks ago. They have since had my husband's car towed but they have not paid us. The only help in 2 months was a 3 day rental. And 2 months of stress. Two months of unreturned phone calls and emails. They have no compassion. When the women hit my husband she shrugged her shoulders and told him. "Merry Christmas." She must have known how we were about to be treated.
My experience with USAA car insurance was very disappointing. They are condescending and rude. I called a payment on a Saturday trying to pay up our car insurance. They never posted the payment and they say it came back insufficient. I was never notified. My insurance amount kept going up until we could no longer afford to pay it. They do not service the needs of military personnel like they say. We tried to make payments which they agreed to but in the end because payments were not posted right our bill got too high. They are not nice to all military as they say. Very disappointed with USAA.
When I had switched my checking account to USAA I made sure to set up my automatic payment for my USAA insurance to come out of my USAA checking. Now I am here 2 weeks after the amount that was suppose to be pulled out automatically and are saying I am overdue for an insurance payment. I log onto my account and made sure I had my automatic withdraw set up and confirmed it was. Then I proceeded to fix the mess and they are charging me two almost three times the amount I need to pay! I told them I am not paying the amount until things are figured out. No one should be randomly charged three times their designated amount and not be notified of the change.
First I am a long time USAA Auto Insurance member. However, USA has recently changed their rules WITHOUT properly informing members. USAA now accepts anyone and we pay the price! No longer uses OEM parts if vehicle is over two years old (by mfg date)! No longer a smooth process to complete claims or repair! POOR CUSTOMER SERVICE!!! Must use a 3rd party reviewer who review seems to be final!!! Must download apps to a smartphone (if you don't have one, GOOD LUCK!!!).
I have received nothing but outstanding service from USAA. If you are eligible, USAA is the right company for you and your family. Be sure to check them out and compare. Multiple financial services are also available through USAA.
Summer of 2017 I was hit by one of their insured drivers who ran a red light in Seattle. She admitted fault and USAA said they would take responsibility. As of February 2018 I still have not received a check for my settlement. Numerous calls to them of no answers (one hour hold times usually messages to call back later or leave a message for call back,) of course no callbacks. When I do get a callback it is always around 5 am when I am still asleep. After sending them the title for my car they promised to send me a check for $3,600 which I agreed too. A month later they called at the usual 5 am time stating they had found a different value for my car and had a new "fair" amount. Whatever that is. Still no check, now no car, and no title since I gave it to their wrecking company in Tukwila. I am going to file a complaint with the Washington State Insurance Commissioner's office. Their customer service is a deceptive, and I dare say a borderline scam operation.
USAA is good on service. The service was quick and easy and the car was repaired well. But their rates are higher than average. Each year my rate would jump a lot. When I asked why (since I had no claims or tickets) USAA said they did not have an answer - that's just the way it is. I believe they take the overcharge and invest it for their benefit and pay the insured a little back each year. One year in CA after the Oakland fire, they just dropped all homeowners insurance in CA. I had to find another insurer for my house that wasn't even close to the fire.
It is a mutual company and charges higher rates. Some of the money is put into a fund for the insured person. USAA pays a little back out of this fund each year, but you cannot get the balance until you drop coverage with USAA. It is like a forced investment fund that probably pays very low interest. USAA does not let you know that are doing this. Personally I would rather choose my investments and just pay for auto insurance. They used to take only military officers but now take just about anyone.
I've been with them for over 40 years and they have never ever let me down. I would go nowhere else because of the awesome service. They got excellent price too.
I have had USAA insurance for a little over 2 years. They were very inexpensive. I even insured my son's car with them. Unfortunately a USAA member ran a red light and totaled my truck. Now it is a nightmare, they want to give me 1/2 the cash value of my truck. They say they are being fair, of course when looking to buy a same year same miles truck, there are none available. Not to mention, my plow and topper. Apparently those have no value. When l call about getting my check. They stall, double talk and hang up on me. Really this is the worst service l have ever seen. 1 star is far too good for this evil corporation.
I was injured by this company's client who was ticketed at the scene. I have injuries that require surgery. My car that was a gift to me was totaled. I have Lupus and this accident and the pain from my injuries gas caused my Lupus to flare even more. The adjuster made a counter offer that won't even cover my medical bills. Why? I feel like they didn't even read the demand letter that clearly noted my bills and injuries both physical and mental. Their insured made an illegal left hand turn in front of me at night when I clearly had the right of way and has admitted he did it. I don't understand. I'm already disabled and this just feels like they don't have any consideration for my condition.
NO ONE was a more loyal member and bigger fan of USAA than I. I wrote letters and emails and made many phone calls expressing my gratitude for what was truly excellent customer service. I've been a member since the early '90s. Three to five years ago something changed. There has been a complete shift in philosophy, resulting in the worst customer service imaginable. They simply do not care. I've made many efforts to reach out to upper management. In most cases I've been told they are not available. In other instances, I was promised a return call. But no one has ever contacted me - ever. The change has affected every division - auto insurance, banking, loans, life insurance. In the past, EVERY division was excellent. For the past several years, every division is rude and disinterested in any effort to resolve their mistakes.
I have been a member since 1985, no claims history with this company, I do banking, auto and home insurance. In December of 2017 I was in an accident. The other party's fault and they were also with USAA. I had just purchased my vehicle about a year old. My truck was a total loss. I am so frustrated with the way it was handled. First they took my rental away after they deemed it a total loss, took them a month to send a check to the bank, then they nickeled and dimed me to death on my vehicle, I had two quotes from Chevrolet dealers on the value of my truck and the window sticker. Failed to add options that were on the truck. So I am out of pocket several thousand dollars.
Keep in mind accident not my fault. I have over 5000.00 in medical bills that they keep telling me to file with my insurance (health), I feel so disrespected and so much for looking out for your vets. I have asked to talk to someone in charge and they said if I don't like it hire an attorney or seek legal advice. Poor customer service. They don't care at all.
I am a Veteran with service from 1980 to 1984. When I tried to get a quote from USAA I sent in my DD214 and drivers license to the upload site on their website. Then called them a couple of days later and I was told they did not receive it so I sent it a second time and got the same answer. After sending it the 3rd time I was told the DD214 was cut off so I sent it a 4th time and then I was told that the driver's license had to be in color and to snap a picture and send it to their verification email dept. After 45 minutes on the phone I am now told I have to fax everything in again. Why do they offer a upload site on their website if you have to fax it in and isn't a fax going to be black and white. I am through trying to get a quote from this company. I do not even know if I could save money with them. I usually never review any company but I am very frustrated with the runaround.
USAA does not allow you to pay off your cash advance separate to your credit purchases. Meaning, if you take any cash advance which incurred 28% interest or more, you cannot pay this advance off individually, you must pay off the entire credit card. So, if you have 600 dollars in cash advance and a 4000 credit bill, you will continue paying 28% or whatever your rate is on the 600 advance, your standard interest rate on purchases and your payments will go towards the credit purchase first. Meanwhile, USAA TALKS ABOUT SUPPORTING US VETERANS.
Auto and home rip off - Originally saved. Six months they raised rates. Said Oregon approved. Not true. Six months later raised again, same lie. Six months later, raised again. Same lie and we had birthdays. What's up with that? No accidents or claims. Way to treat a Vet! Filed complaint with Oregon no help. Don't fall for their dishonesty.
Every time we have an accident USAA delivers fast, fair, effective responses. About a year ago my automobile was caught in a historic hail storm. It was badly damaged. USAA not only provided a speedy assessment but it provided a choice of repair services, a rental car of my choice, and follow up to assure that I was satisfied with the results. I could not have been more impressed. At every stage USAA was efficient, fair, and committed to solving my problem. I would not even consider another auto insurer.
USAA expert review by Matthew Brodsky
Founded by former U.S. Army officers, USAA Auto Insurance is dedicated to providing affordable insurance and financial services to active duty, retired, and honorably discharged military personnel and their eligible family members.
Accident forgiveness: USAA Auto Insurance policyholders can add accident forgiveness, so if they are in an accident, their premiums won't change.
On-base parking discounts: Garaging vehicles on-base ensures vehicle safety, and, with USAA Auto Insurance, customers can get policy discounts for parking at work.
Top customer service: USAA Auto Insurance received the highest possible rating for their customer advocacy, according to a survey hosted by Forrester Research Inc.
All-in-one service: Members can use the USAA Auto Circle to locate, obtain financing and insure their new car. This process can help them save at every step of the way.
No charge flexible payments: Many insurance companies charge policyholders a fee for monthly payment structures, but USAA Auto Insurance offers flexible payments at no charge.
Best for: Active duty military, retired military and new drivers.
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