USAA Auto Insurance

My car was totaled in a tornado on Feb 26, 2023. USAA wrote checks to the lienholder and to me for the remainder. I instructed them to deposit it into my account via ACH. They simply dropped the check in the mail without notifying us that there was a problem with the ACH. (The problem was that they put my husband's name on the check, since he is the veteran, and tried to deposit it into my account, which only has my name on it, and is the account where they deduct the payments every month.) They never asked me for the account number because they already had it, but they took it upon themselves to put my husband's name on the ACH.

Had an automobile accident and upon contacting USAA and detailing the accident information it was recorded as having happened in Montgomery, Alabama. The accident occurred in Upper Moreland, Pennsylvania. I am 78 years old and gave detailed addresses as to where the accident occurred which were confirmed by the claims adjuster. To say that it was a frustrating nightmare rectifying this error is an understatement. To add to my frustration there is no one available to speak with at USAA during the weekend. I will absolutely commend the claims adjuster that resolved the situation was is knowledgeable and patient.

Got hit by another driver. USAA gave me a reservation for a rental car (small car) so I can get to work. But no rental places around me have small cars just SUV. So USAA basically said, "Tough, you will just have to wait until one is available". Really, how pathetic of a company that they won't change the reservation. So no car, could be a month or longer before mine is fixed. What's the point of insurance if they are absolutely useless when you need them. I'm hoping USAA loses every customer. On top of all that, the initial claims rep (have her extension) won't even answer. I get sent to other reps. Horrible customer service. I hope this helps with at least one person not picking up this worthless excuse of a insurance carrier.

Worst Auto Insurance we have had the misfortune of dealing with in over 30 years of having auto insurance. Debris on the road caused damage to our vehicle. Our vehicle was in the shop for 6-7 weeks since USAA was not communicating with repair shop or with us. After weeks of trying to reach someone who could provide more information regarding our claim and providing photographs, they refused to cover the most of the damage, so we had to pay about $4,400 out of pocket and they paid about $200. They insisted that the damage was due to known issues to that model and they saw no place of impact, even though the knocking noises and other engine issues had not been present before the accident. (Photographs gotten from repair shop show a dent where engine/undercarriage damage was.)

We have been USAA customers for 37 years and have multiple accounts with the company (insurance, banking, etc). However, the claims representatives have treated us so horribly over a simple windshield replacement for a new car. USAA only wants us to use Safelite to replace the window, but we want OEM windshield from our dealer who says it is an authorized Safelite facility. Our car is less than a year old. We tried to explain this to the USAA claims rep who refused to listen and just transferred us to Safelite on the phone. I told her we wanted to talk to USAA about the claim not Safelite, she told me, "No, USAA cannot help." I asked to speak to her supervisor but she refused to transfer me, saying, "No, they will tell you the same thing." Then, she hung up on me. I called back numerous times and requested to speak to a manager, but the USAA routing operators refused to send me to a supervisor or member services team member.

My brother is a Vietnam Veteran having served 2 times in Vietnam during the war. He used USAA because they advertise that they are there for veterans. He is now very ill and I have his Power-Of-Attorney to be able to assist him with his needs. He is blind and has a hearing deficit. He has car insurance through USAA but because he has lost his sight and sold his car he needs to cancel the insurance. USAA was notified and I was told to send them my POA which I did. They received it and sent my blind brother a letter stating why they could not cancel it. Because he cannot see he will never know what is required of him to do.

After over 3 1/2 decades of on time payments of both auto and home insurance, I had one small minor claim on my vehicle, and it has been nothing but a nightmare. I hit an object in the road because of a pick up truck in front of me went right over it being higher up than my honda civic. It was an axle off of a lawn service trailer and it punctured my radiator. The costs were 6k to fix. USAA paid the honda dealership and now have doubled my rates on both vehicles on our policy for 3 years. Virtually getting their money back. I battled for over a month to get them to reconsider and they refused to budge. I am now taking my home and auto insurance elsewhere. USAA would rather lose a client who had been loyal for 36 years than be decent. I have noticed from other reviews they have been slowly declining for the last 3 years. I see it firsthand.

Over three months now and my car is still not fixed! The coverage for the car? Contingent on the review of a call from a senior policy advisor! After three months of “We cannot find the call,” “Oh we never initiated looking for the call,” to now “Ok so yes the representative said the car was covered but what does he know?” Twenty years of premiums and this is what they do! Holidays ruined, can’t drive to work or get the baby to a doctor because they denied their representative ever stated the car would be covered!! Finally we prove he said it and nothing! They are deceiving you with their “Here to serve!” Run from them! The only thing they serve is bad faith and lies!

I have been a member of USAA for over 30 years. Our youngest daughter moved to Missouri in June 2022. We tried to get her a bank account in August and USAA required a physical copy of her SSN card. They said this was a federal law. We provided USAA with bank statements and tax documents with her SSN. This still was not acceptable. Even though we had opened several bank accounts with other institutions that year, not to mention, Our daughter opened an account in Missouri with no problem and also has an account in Colorado.

I have been a customer for 19 years. The last two years have been so hard. This month Dec has been horrible. I lost my mom, while battling a horrible case of Covid, a week later I lost two nephews in a house fire both under the age of 5. Then on Dec 24 I lost my uncle. Now you tell me how could I keep my head on straight. I set timers to remind me but I somehow forgot the 24 when my insurance cancelled while dealing my Uncle's death. I called today to pay and get reinstated and I was told I had to pay the entire lease. I was at the end of the last premium so I was prepared to pay that but not over a thousand. I was more hurt by USAA than I was with not having insurance. I loved them. Always referred people. 19 years got me nothing. Yes I will be telling my entire family. We all use them. Our trucks, RVs, Vans, boat. Time to go.