Consumer Complaints and Reviews
I pay for accident forgiveness monthly and my daughter had 1 accident 3 years ago which was covered. A month ago I hit an object and it hit my neighbor's back window which required a windshield replacement. Now I asked should I cover this myself so my rates won't increase? I was assured they weren't going to increase and lo and behold next premium increased by $200 for a $600 claim. Come on USAA!!!! Customer service is useless. They have NO input or control over what happens.
Both of my parents are 05 ranking in the U.S. Army and have been faithful towards USAA for decades. As a new driver, with less than 7 years of experience, USAA dropped me from the policy. WOW! I had accident forgiveness, and after hydroplaning, and hitting a pothole (not my fault, but I guess "technically" they were) I was dropped. I now have a cheaper policy with Geico and have consequentially closed my IRA and checking account with USAA. Never again. Hopefully someone sees this and feels better about having their time wasted, as they are not alone.
After 11 years with USAA my insurance rate spiked $300 semi-annually/$600 annually do to my first claim. The claim resulted from my Toyota Tundra hitting a Hyundai park at the end of my driveway at less than 5 M.P.H. No injuries were caused and the car was unoccupied. The car, which was illegally parked at the end of the road, had blocked me in and I was simply trying leave my house to get to work. In doing so I bumped the front quarter panel with my rear bumper when leaving. I got out to inspect for damages and didn't even see a scratch on either car. Due to the relatively cheap quality of the car and flimsy sheet metal it messed up the alignment of the quarter panel in reference to the door and repairs were require and since the car was unoccupied, although improperly parked and blocking me in, I was at fault.
A claim was submitted which required no deductible and the last estimate I heard from the car owner, which is a friend of my neighbor, was less than $2,000. To date I have had zero accident payouts or moving violation and paid roughly $500 semi-annually/$1,000 annually. If the purpose of insurance is to cover you in the event of an accident and I have paid out to USAA over $11,000 in premium over 11 years why the hike which would cover the total cost of the accident in less than 3 years in addition to the premium I was already paying? When I called and spoke with Jamie at USAA I was told the rate can not be adjusted and even though I have had a perfect record during my entire time with USAA it has not impact on my rate. Completely dissatisfied with USAA and will be looking for another agency.
I have been a customer of USAA Auto Insurance for many years. Back in June I had an "accident" where a guy and I both back into each other and barely transferred any paint. No police report, no claims filed. Now they want to raise my policy $400 a year. When I asked they first tried saying that I had a ticket, then "Well there are more accidents in your area". Bunch of BS. I will be canceling and finding a new insurance company.
They argued to a payment arrangement with me and I made the payment as agreed the day of the payment my car hit a ditch covered by snow and damaged the bumper. USAA started processing the claim and said I was covered. Then a week later they came back and said they never agreed to the payment arrangement so my insurance had been canceled. I showed them my called log of the 30 minute call I made the week prior to the arrangement to their billing department. They say they didn't record the call so I never made the arrangement. But you took my payment and thanked me for making the payment as arranged? Then a week later pretend it was never made to deny coverage. USAA is the worst insurance company I've ever felt within my life. This is what they call respect to military families?
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0/5 stars. If you're ever hit by a USAA customer, go ahead and get prepared to be screwed over. I was hit by one of their members, who admitted 100% fault at the accident, in August '16. When I called USAA to discuss the claim, I was told that their member had already contacted them, admitting fault; I was told all damages would be 100% covered. I told the USAA representative that my concern was being without transportation because my infant daughter had a doctor's appointment coming up... The woman assured me that a rental vehicle would be completely covered by them for a certain amount of days.
A few days later I was informed that my car was considered a "total loss", and that I would receive a check for the amount that the vehicle was valued at, once I sent them the title. I was told that they would completely cover a rental vehicle from August 25th-September 12th. The rental car was returned on the 12th and Enterprise said everything was fine. Once USAA received the title for my vehicle, they decided they weren't going to cover the rental car and my bank account was charged (without warning) a week after the car was returned to Enterprise. Not only did I unknowingly rack up $90 in overdraft fees, but when I called USAA seeking an explanation and reimbursement, I received nothing but absolutely rude customer service!
For 3 more weeks I continued to call USAA for reimbursement; finally, I got a representative on the phone who could actually admit the company's mistake. I received reimbursement for the rental vehicle on October 15th; a total of 7 weeks and a permanent headache later, I am finally done dealing with these people! From my personal experience, USAA couldn't care less about the customer as long as money goes into their pocket. Avoid this company!!
I have had multiple bad experiences with USAA. One of the first was trying to get a car loan through them. I was approved for a $12,000 loan at 12% interest. This was way too high for me, so I tried to call back to talk to someone to negotiate something. I was new to the military and was purchasing my first car. Usually in a bank you can talk to someone, maybe put down a bigger down payment, etc. With USAA I called multiple times, spoke to supervisors and all and was just told every time to re-apply online, there is nothing they can do. So, I reapplied, was offered $15,000 loan at 18% Interest. The entire reason I called and spent so much time was because I wanted a lower interest rate, I was willing to put a bigger down payment. I ended up with a local credit union with 6% interest for a $10,000 loan.
Another time I had my card stolen and called to cancel it, they ended up canceling my wife's card after I told them multiple times which card it was and asked for confirmation they were canceling the correct card. Luckily the card was never charged before I resolved the problem, I could not imagine dealing with them with something like that. I now have decent credit, yet their insurance rates are horrible. 30 year old male, no accidents, 760 credit score, driving for 14 years, and they are offering over $70 a month more than anyone else. Again impossible to talk to anyone to try to work something out. Horrible company, if they didn't have free checking I would have left a long time ago. Looking into some local credit unions to close my account for good. I wish I would've applied for Navy Fed while I was still in service (apparently you can't get an account once you leave), not sure if they would be much better, but couldn't be much worst.
I am writing this as I am sitting here with my car waiting for my vehicle to be towed. Service is included in my policy. I ordered the service at about 8:40 am. I got a text confirmation at 9 am letting me know towing truck would arrive by 10:28 am. Later on, I get another text showing me a different company with a 11:45 am ETA. Nobody had the decency to address to me what happened. 12 pm rolls around and I decided to call the towing company. They said I was their next pick up and they would be here in 15 min. 30 min later, nothing. I call them, they place me on hold for 5 min. I got tired of waiting and called USAA. The rep didn't show any type of sympathy towards the situation, didn't try to get acquainted with my situation, just gave those standard textbook answers that they think have any positive effect on us, customers. Rep says I gotta wait another 20 min. This was 10 minutes ago, tow truck is still not here!!
I've been with USAA for over 8 years but this year I started noticing a giant decline in the quality of their customer service and overall Roadside assistance services. I know companies take risks and make mistakes in partnering with bad third party service providers and may hire a bad manager for a customer service department but, based on the shameful rating and reviews the company has been getting, it's time for them to get their act together because we do indeed have better options elsewhere now.
I have been a customer of USAA Auto Insurance for 37 years. About 18 months ago I noticed my 6 month renewal premiums were going up about $60.00 every 6 months. I have the same vehicles, no claims, same mileage, same address - basically nothing has changed whatsoever. I called and was given gobbledygook!! Customer Care Rep. #1. I would have to go see the State Department of Insurance for an answer... Customer Care Rep. #2 "Well your car's value changes each year", Customer Care Rep. #3 "Well maybe it's because there are more accidents in your area..."
I asked for a Supervisor to call me... that was two days ago no call. USAA has lost all credibility. They are charging me an additional $120 a year for auto insurance without any valid explanation. If I hadn't invested thousands of dollars on premiums over the last 30+ years I'd drop them like a hot potato. Thinking of auto insurance??? Look somewhere other than USAA.
Hope you never get hit by USAA Customer. Worst experience ever. Get a lawyer. Would not pay extra day for rental car when my vehicle wasn't ready till I was already at work. Wanted me to miss work to pick up my vehicle. Good thing for Hinton Body Shop. They told me not to worry about it and took care of it. I would never recommend this company. Terrible Customer service. Like I said before GET A LAWYER.
Rate is 0! I just could only press 1 star! I am 20 years old. Got into an accident back in the beginning of August of 2016. I filed a auto claim with the guy who hit me who has USAA! It took them almost a month to get everyone's auto claim description. They never called me back to tell me when they did get all the information they needed (including the police report). I had to call them every other day to keep an update which was very annoying. After the month passed by they finally gave me a rental car. They just recently took my car to go get looked at. Supposedly they sent me an email saying I'm supposed to send them the title and they will be sending me a check. Received the email this past Thursday night. It had no label on it saying where to send the title?
So I called Friday morning and they transferred me to the guy who was looking at my car. He didn't answer so I left a nice voicemail saying what the issue was and if he could call me back. He never called me. I'm guessing due to being closed on the weekend. So Monday comes and he still didn't call back. I am now in a situation where today I am supposed to return my rental car because they say after they sent the email I have three days to send the title and they will send the check. I have yet to receive a phone call. I have yet to receive a check for the loss of my car. I AM utterly disappointed of the way they have treated me via phone call. Saying I don't have to return the car but they will give me a discount for keeping the car as long as I need. I don't want the rental anymore.
I have a car picked out, ready to go buy. But USAA is being so difficult to work with because they're basically pointing the fingers at me saying it's my fault that I haven't sent the title yet? Also saying they've been calling me constantly and sending me emails? Which is not true. My phone stays with me 24/7. This is my first accident EVER! And I can't believe USAA is treating me like this. Highly HIGHLY would NEVER recommend this service!!!
RUN!!! Do not do business with USAA! They have their fingers in WAY too many different business (Loans both Auto and Mortgage, Insurance, etc) and they aren't good at ANY of them. They are trying too hard to be greedy and not trying at all to satisfy customers! They cashed a check for a vehicle we were paying off and held the title for over a month!!! Our check cashed, we had proof and they STILL wouldn't release the title. Not only is that against the law, but all they would say is that it was their policy. I've contacted the Attorney General!! Save yourself a ton of headaches and go with a real bank!
I added my 18 yr old son to my car insurance when he had only a Permit to drive and was told by a USAA rep. that there was no extra charge until he passed his driving test when the cost of the Policy would go up by around $300 a month. I told the rep. that he would not be driving my car after he passed his test. He passed his test and USAA called me and asked for his DL #. I didn't have it at the time and said he was never going to drive this car (Range Rover!). I told her NOT to add his name to my policy EVER and that he would eventually get his own car and insurance once he finished military basic training around December 2016.
She assured me that he would not be on the Policy. Today I get a letter stating that my Policy has gone up to an extra $500 a month, I called them and they said I had 2 options to get him off the Policy. 1. Have him on as not driving this car but able to drive other cars... additional costs around $200 month. 2. Remove him totally but when he does get his own car and wants insurance it will show that he drove a car before and had no insurance!!! Big ding on him getting insurance. I am totally angry that USAA did not listen to me telling them not to put his name there. I went into great detail with this rep. today. I told him this was their way of trying to force me to increase my car insurance payments. This is blackmail, discrimination and a set-up to say the least. I see from the other posts here that many people are fed up with them.
My 18 yr old is in Marine Boot Camp right now, then on the Tech. School. He is going to fight for this Country in anyway he can, and now USAA just wants to ding his good credit worthy name when he finally is able to buy his own car and get car insurance. This kid had a job at McDonald's at 16 yrs old, was made a manager there at 17 yrs old, and maintained a GPA of 3.7 the whole time he was in school. But, USAA want to blackmail me by either paying extra on my car insurance policy, even though he won't be driving this car, or want to ding him when he does try to get his own car insurance once all his Marine training is completed. They have not heard the last from me and I am going to every Atty. General, Yelp, and look into a Class Action Suit for this blackmail!
I had a truck stolen. The truck values at 12.5K. USAA got their adjuster to value it at 7.2K. When I tried to work with them they said that is the value, just sign the Power of Attorney so we can proceed. The truck had 4-5K in tools and the only way to get hem valued is to pull every receipt from purchase. The 4" lift kit won't be covered unless I produce a 16-year-old receipt for the "installed" lift kit. The tire won't be covered. This started Aug 11 and as of Oct 6 I'm still trying to get them to budge. They valued my truck as a XLT with no options yet they never contacted me to see what the vehicle was. Every step of the way they have fought me. I never had this issue with any insurance company. For 5K I may try to get an attorney to help me so I will still lose money.
I would give this business 0 stars if I could. I was stopped in heavy traffic in Kingsport, TN and was rear ended by one of their policy holders who is only 18 on 9/23/16. I have only liability through Geico. My car needed to be in the shop for minor repairs. USAA said that they would cover the repairs and also the rental. I was going to pick up the extra insurance for the rental car. I was under the assumption that my vehicle would be in the shop for 5 days. The insurance on the rental was going to be more for 5 days than my insurance is for one month. I called USAA to see if they would cover even some of the insurance on the rental and they said that I was responsible for all of the extra insurance. The woman hay I was speaking with was very rude and hateful. I asked if I could speak with a supervisor and her answer was that she could have one call me back and that they would tell me the same thing.
I was called back by the rude rep and she told me that she was wrong and that they would cover the full amount of insurance on the rental. I dropped my car off at one of their preferred body shops on 10/3/16 and was advised the vehicle wouldn't be ready until 10/7/16 at the latest. The body shop had also communicated this to USAA. The body shop contacted me today 10/6/16 and said that I would have my car ready at 5. The bad thing is, I was going to be at work.
I called Enterprise and asked if they had a night drop where I could have a friend take me home after getting the rental dropped off. My local Enterprise does not have a night drop. I then called USAA to see how long the rental was covered for and I was advised by them that they were only going to cover through yesterday 10/5/16 even though the body shop told them the estimated day of 10/7/16. No I'm going to have to be work late and the body shop is working with me to get the vehicle ready. Thankfully Enterprise and the body shop are very helpful. I hope USAA knows that I'm not paying for any part of the rental for today. Would not recommend them as an insurance nor do I wish it upon anyone to be in an accident and especially not if you're dealing with one of their policy holders.
Was in an accident with a USAA-insured driver. She was at fault and cited. Filed claim with USAA, and they say... "no problem.. We'll fix your car and give you a rental." Three days later and they've totaled my car and want to give me 2100.00 and take my car and trash it when the repair on the car was only going to be 2300.00! It was all cosmetic repairs. Nothing structural or mechanical. So, because of an accident CAUSED BY THEIR CUSTOMER, I am now OUT a car and have 2100.00 to buy a new one. Yeah... right.
I don't CARE if USAA doesn't think my car (which was riding impeccably before and after the accident) isn't worth repairing. To me, it *IS* worth repairing, because I can't afford a new car right now. So, they would rather give me 2100 instead of repair the car and keep me whole for another $200. This activity is downright criminal!!! I'll be doing my best to ensure this company does not get any business from anyone I know.
Early 2016, with my recommendation, my Marine son started a banking (checking and savings) account with the minimum deposit balance of $25 dollars to each account, and his individual car insurance account with USAA. Three months later, he chose not to actually begin his direct deposit with USAA, and while with me he closed his banking accounts to USAA and stayed with Pacific Marine Credit Union.
When he closed his accounts I transferred $8 to his closed USAA account from my USAA account to cover what was owed for "fees". In doing so, it threw his account into a "fraud status". Being that his account was and still is considered fraudulent status...7 months later no policy changes can be done to his insurance account and he is considered a poor member to USAA. On the phone today with a USAA representative they still have not fixed the situation, and he (Nate) said I cannot speak to a supervisor one will have to call me back within 24 hours, while having a nasty attitude. I'm close to ending all my accounts with USAA and moving to another provider.
We were a victim of financial fraud. Our checkbooks were stolen and at the end our bank closed the old accounts and switched to the new accounts. We have been with USAA for over 15 years! Automatic withdrawal every month obviously on time! No lapses, no late payments, no missed payments! After this fraud we experienced and switched accounts we have valued USAA to let them know.
In September I even spoke to USAA on the phone adding about my insurance and id card. They didn't mention ANY PROBLEMS. As a matter of fact they sent me my insurance ID card the FOLLOWING MONTH! We got a letter from Florida highway safety and motor vehicles that there is something wrong with our auto insurance. We thought it was some type of an error. We called them and found out that our insurance has been cancelled! We have explained the whole situation, the fact that we were NEVER been communicated about noon payments, missed or late payments! And now they are telling us to pay $1700 upfront to cover the next 6 months. That's a huge amount! We even paid the missing payments $330 that supposedly did not go through and still cannot get our insurance reinstated unless we pay $1700! This is crazy.
If we we're paying every month and on time for several years, how come would we suddenly stop making payments! How come no one let us know about missing payments and we had to find from a letter from a different company! How come they didn't mention ANYTHING ON the phone when we were talking to them! This is absolutely wrong! I have served military for over 20 years, and now I'm being treated this way by the company that brags how great they are for the veterans! This is unacceptable!
The reason for this review is that my family and I were driving on the interstate 285 in Georgia on the date of 09/07/2016 in rush hour traffic. Our car was at a full stop as was the other traffic in front of us when we were hit from behind by a USAA insured driver. She hit us so hard she moved our car at least 4 feet. Had my daughter who was driving not remained a couple of car lengths behind the car in front of her this would have been a multiple car accident. When we got hit everyone jerked forward. My daughter and granddaughters and I were all wearing our seatbelts. I hit my knee. Thank GOD that everyone else was OK. Screaming and crying, but OK.
I finally looked back and the driver who hit us was just looking at us and then flew up her hands as if she were going to try and pull off and leave. I motioned NO WAY and for her to pull over. We both pulled over and I got out of our car while my daughter was trying to calm down her daughters - 2 years and 6 years. I met her at the back of our Volvo and showed her how she had shattered both rear taillights covers and one was cracked off on the side. She was frantic after she heard the children screaming, saying how sorry she was and if the children were alright and how it was her fault as if I didn't already know that after I assured her that the children and my daughter were shaken up but were ok and that I hit my knee, but the skin was not broken.
She said that she was insured under her parents and I took a photo of her card and let her take a photo of ours. We did not call the police because we are on the interstate in the state of Georgia in 90 plus heat, our AC is not working, we are being honked at by cars during rush hour traffic and 2 children are screaming "can we go now". We just wanted to exchange information and go. The next day when I woke up my knee was twice the size as normal and throbbing. I don't have health insurance or money to go to the emergency room, so after taking ** and applying cold packs we file a claim with USAA. It seemed to go well at first. We gave them an account of what happened on 09/07/2016 and the representative of USAA spoke to their clients and they agreed with what we had told USAA - their daughter was at fault.
USAA sent my daughter to get an estimate of the damages at their collision center, but said I would have to pay for my medical needs and then they would reimburse me. But I have no money so I ask him to refer me to whomever they use and I will go. He said they don't give referrals for medical evaluations, so I sought legal advice and that didn't go so well. They wanted me to lie about my grandchildren's condition and I would not do it, but they did refer me to a clinic where I didn't have to pay upfront and the Dr. said my knee was sprang and gave me medicine and set me up for a MRI and a follow up. But since I am no longer being represented by the lawyer I am going to be billed for that Dr. visit another expense that I can't afford. Now a claim that I thought would be handled smoothly is turning into a Nightmare!
I still have swelling to my knee that just will not go away. It is very painful. I'm taking more pain medication and sleep aids than I've ever taken in my life. This has turned my life upside down. I just don't know who to call or what to do to resolve my situation. All of this caused by a USAA insured driver who ADMITTED FAULT! I'm not looking for millions of dollars, just FAIR COMPENSATION for our property damages and my personal injury to my knee, pain and suffering! My life was fine before this happened and now this has affected my quality of life with my loved ones! We are trying to talk to someone at USAA to see what is going on but are only getting the runaround! AT this point I'm not sure what to expect from USAA!
I was rear ended at a stop light in May 2014. I and the driver of the vehicle that rear ended me had USAA insurance. After the accident we sat on back of his pickup and waited for the police to make the report. The other driver was charged with failure to reduce speed. I told him that it should not be a problem because we both had USAA, boy was I in for a shock. I might mention that when I was younger I also believed in Santa Claus and the Tooth Fairy. The car I was driving had already been hit two years prior by someone who did a u-turn on a one way street and hit me when I was attempting to merge. I had already check in that direction before I started pulling forward when the front of my car was sheared off. The car's front end had frame damage. The car had around $ 3,000.00 in damage but did not want a car with frame damage. I had purchased the car new and did not want to spend time having the front end checked all the time.
After the car was repaired I had it serviced at the dealership who told me that the front end was out of alignment and needed to be corrected. They would do it for about 90.00. I guess that gives you an idea of how good USAA certified repair shops are. I then took the car to Firestone and paid $179.00 for a lifetime warranty on the front end. When I took the car to the same repair facility after it was rear ended I signed the paperwork for them to check the car. I was told there was $6,500.00 damage and frame damage to the rear. I called USAA and told them it was not worth fixing and not to do the work because it was not going to be worth the money they were putting in it after the repairs and it would have frame damage to the front and rear of the vehicle. I got a bill for $90.00 for car rental because I hindered the repair process.
When the car was finished I took it to the dealership that did the repairs and was told they could only give me $4,000.00 in trade. I asked why and was told the car had frame damage and the car would have to be whole sales because the dealership could not accept the liability for selling a car with frame damage. I guess that USAA and the dealership do not care about their customers.
So the next issue I would like to address is the medical. I complained about a back injury as a result of being rear ended. Since May of 2014 I have been in therapy, had an mri, cysts drained and had back surgery. USAA has not paid a thing. They are still checking paperwork. I am disabled, can not work and all they can say is they are waiting for paperwork from the doctors. I have been told my heart function is 20-25% and I have a 50/50 chance to be alive in March 2020. I guess that they just plan on letting me die to solve my medical. I had USAA for about 45 years. I guess there is something about their motto "you're a member for life."
I usually like USAA but I have a definite bone to pick with them on this issue. I needed to get proof of insurance on a particular form to haul my boat which is an oversized load. I'm closing on my house and have to be out of it with the boat in a few days. The permits to haul through each state require proof of certain liability coverages. First of all I got dropped into a blender of forwarding. Then they said to send them the form(s). I uploaded the forms through their document upload utility. They then told me that they should get the forms in a few days. A FEW DAYS?!!! I don't have a few days for USAA to get some documents filled out. So now I will pay another, more responsive insurer, to cover me just for this trip. Thanks USAA.
Had a previous experience with a usaa insured that hit my car that left me so impressed I joined. Hit an object in the road that could not be avoided and seen in traffic. Caused damage to my cars suspension leaving it immobilized. Mentioned I had work done in such area previously (years ago). They took that as an "out" and blamed it on this previous repair. When an inspector was sent out he just priced parts for the car, didnt see what cause was at all. Did not put car on a lift to inspect. Ignored all of the obvious impact damage. Also debris from metal object fell out while was inspected and was ignored. Took more than 3 days to contact inspector. This is horrible. 3 days to contact someone that works for you? Did you attach a note to a pigeon and send it across country?
Had car inspected and put on lift. Was obvious something was hit. Here I am almost 2 weeks later, no rental (I have full coverage with all options), no returned calls, nothing. Could get more of a response out of a reanimated corpse. PAYING OUT OF POCKET at this point. Thought a company founded by brothers in military would do us justice. Left high and dry. Disabled vet walking in 100 degrees weather to just get a meal. Does the VA run USAA now? Same treatment. So in summary, they can be GREAT when they want to but are BAD for the most part. Dont bother getting comprehensive. They will escape any liability for any reason without proof necessary to you.
I was hurt in a car accident due to someone else' fault back in March of 1014. The boy had USAA. I had been taken to the hospital due to back pain of which I still have to this day. I hate the fact that too many people are so quick to sue insurance companies so when I was assigned an adjuster by the name of Scott **, I told him I had injured my back and was seeing a specialist. I hoped we could agree on a settlement to take care of loss wages from work (in which I ended up losing my job) and whatever medical bills I incurred. I was not interested in trying to make any money. I just wanted my bills covered since I had no insurance and I would like to keep them from having to lose money to a lawyer and go through a long drawn out lawsuit. He seemed genuinely concerned and said that would be great, however we couldn't even get an idea of what an amount might be until I was released from my Dr's care. That was it.
He told me he had all the info he needed and to let him know when I was released. He never said one word about a statute of limitations on my case. He just said it was on paperwork mailed to me but it was a complete lie. No paperwork I ever received said anything of the sort. I am still under dr’s care and have just received legal papers about hospital bills not paid, so I called to ask what we might need to do. Only to find out that the statute on my case ran out about 6 months ago!!! WHATEVER YOU DO, IF DEALING WITH THIS COMPANY ON ANYTHING SIMILAR, GET A LAWYER AND SUE THE HELL OUT OF THEM!!! Don't let them make you think they are there to help you in ANY way!!! It's all a facade! I should have known better.
I vehicle was struck in the rear by a USAA driver. I also have USAA auto insurance on another vehicle. However in this case the claim was against the driver who struck me. I one phone call from my assigned adjust in regards to how long he would allow me to be in my rental car. When he called it was the busiest time of the evening informing that I had get out the car despite my car was still at the repair shop. I requested an extension which he reluctantly granted. I call the shop where my car was getting repaired and learned that USAA had not forwarded the check to pay for repairs on my car.
Meanwhile USAA stopped paying for my rental car so I was left with no rental & my car not paid for by them. Kept calling and never did speak with my assigned adjuster. Instead talk to multiple representative, some sarcastic and others didn't know what they were talking about. USAA continued you to fabricate reasons why the check had not arrived to pay for my repairs to my car. They never sent the check. The body repair shop had to get on the phone with a manager and screenshot the check that should have been forwarded after my car was repaired. USAA you have got to do better. Your service is deplorable.
I was hit in the rear of my car on 12/10/15. I suffered "whiplash" injuries that required major surgery on my neck, which I am still suffering from. I am told that I will still experience pain indefinitely. The USAA adjuster claims I must have been injured in my neck previously, so they have refused to settle. This is totally a lie, which forces me to file suit against their insured. USAA handling of my claim is totally against all that my doctors have stated. Their failure to handle this matter in the right manner means I will also being filing suit against them.
USAA has always been easy to get a hold of, quick to respond and fix any issues, and also able to keep up with all of my services in a user friendly format. I have been happy with USAA for over 10 years.
I am a 17 year customer of USAA. I was recently involved in a car accident that was not my fault. I was told to call my insurance company which is USAA to file a claim. We did this as soon as we left the accident scene. The claim representative NEVER said that we needed to file a claim with the at-fault party. The rep said it should be 1-4 business days. It was 7 days and we still had not heard anything. Finally called USAA and they had no information. After 3 weeks GEICO called and gave us a quote for the car. USAA STILL had not called to tell us what was going on. We had to call them AGAIN and they gave us the information that it has been totaled.
USAA had their adjuster give us a quote and it was $2,000 less than GEICO! When asked why it was so much different they said that there was a stain on the backseat and a stain on the floor in the back. We were livid!!! If we knew we were going to get in an accident we would have cleaned the interior for you! Are you kidding me? It was a fully loaded Honda with no outside damage before the accident. We are shopping around and will switch our homeowner's and auto insurance as soon as possible. We were so impressed with GEICO's responsiveness during the accident that we are considering them. Also, after getting a quote we are going to save a significant amount of money with GEICO vs. USAA.
I've been very satisfied with USAA over the years. The main reasons I keep my auto insurance through them are: 1. Competitive rates, 2. Easy claims process, 3. Simple and Intuitive web interface. I find USAA's entire web interface to be simple and straightforward. If I want to adjust my coverage, I can easily do it online. If I want to add/delete a car - simple to do online. They have multiple payment options (although I usually just auto-pay the entire amount). I should say they are also the company I bank with. Having a one-stop shop is convenient. Unfortunately their Homeowners Insurance rates aren't as competitive - otherwise I would use USAA for all my insurance and banking needs.
I called in August 2016 to cancel our auto policy and spoke to Meredith. She asked, "Why?" I told her we had no accidents, tickets and increasing, that we found better rate. She looked over policy and stated could be high because we had been paying renters insurance since 1/2016. I stated we canceled when bought our house. She stated that we would owe about a difference of 40.00 but with 7 months of paying renters that it should break even with credit. My other insurance company has made two drafts already and I noticed USAA has drafted our account on 9-15-16 for 75.00. I call and speak to Patty ID **. She only could tell me that they have recording from auto pay before and they could draft after cancellation and unauthorized. I explained I had been paying renters past 7 months when I no longer rent, I own and had homeowners. I explained should have relieved credit to cover. She stated she couldn't tell me why.
So I explain, "You took our money past 7 months for something not using. You also take more from our bank without consent." She had me hold multiple times, up to a hour. I asked for supervisor. She stated they don't have one. I asked if have corporate? She stated, "Corporate?..." as if she didn't know. She then stated, "No." She stated she talked to co-worker who stated she can inform me that my attorney can get power of attorney over me to discuss my account?? I informed her that she resolved none of the customers issues and I would notify this agency. My bank informed to file dispute. I called back and spoke to Morgan, operator who informed me to call CEO member services in am. Why couldn't Patty advice customer this? Very unprofessional, unresolved issue. Please ensure doesn't happen to any other service member! Thank you!
I had my vehicle checked at the dealership for a check engine light. The dealership informed me it was due to animals chewing up wires, creating a solenoid replacement at the tune of 1k. I obviously wasn't very happy and had to use a rental car. I made a claim to USAA and was pre approved for the claim over the phone prior to an appraiser being sent to inspect. For 5 days now I've been given the runaround by USAA, meanwhile I'm racking up 35 dollars a day in rental fees. I was given the wrong appraisal company info, adjuster not returning my calls and now the appraisal company taking their time with this assessment. My claim was basically put at the bottom of the pile because they aren't on the hook for the rental, so those who do have the coverage are being taken care of first so those fees are not incurred by USAA.
The appraisal was finally done yesterday, but I went in this morning to get the car which was done, only to find out the appraiser has given the ok yet. I'm beyond livid as I've been in a rental for a week for a repair that should've been done in one day and now my car sits at the dealership all repaired. I paid the bill in full, but yet I can't have my car. The adjuster says the usual bs, "I'm sorry blah blah blah." This company has offered me zero help in the matter and has been the worst customer service experience of my entire life. The adjuster even had the audacity to tell me I should add the rental coverage from here on out. Yes, let me continue this piss poor service of yours AND give you more money on top of it. Nope, I'll be canceling and going elsewhere. I haven't made a claim in probably 20+ years.
Matthew BrodskyInsurance Contributing Editor
Matthew Brodsky is an established expert on insurance, having written hundreds of articles and other pieces of content on the subject, interviewed countless practitioners, and attended dozens of conferences and events. He served as an editor at industry magazine Risk & Insurance for six years.
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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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