USAA Car Insurance Reviews

Once he finally contacted me, as per normal procedure, he told me he needed a statement from me. I gave him my account as to what happened and he asked me a number of questions. That was fine, though it seemed to turn in to more of an interrogation rather than just getting a statement. Though the questions may have been customary, it was very frustrating to be asked over and over again for specifics such as how many feet was, I or the other vehicle, from this or that, and how many seconds until impact. When I responded a few seconds, it was a few meaning 1-2, 3-4, 5-6? I did not have a measuring tape or a stop watch at the time, and if those types of details were necessary, he should have contacted me when it was fresh in my mind, rather than 3 days later.

Before ending the 39 minute and 4 second conversation, he said that USAA was not admitting 100% responsibility at the time, even though their client HIT ME, as it was not that "Cut and Dry" of a case, but said he would set up a courtesy inspection for my vehicle as if it was a favor. The body shop contacted me right away to set it up an estimate for the next morning. After the inspection, I was asked if I wanted to schedule the repair. I replied that I hadn't heard back from the adjuster as to the determination of the claim, and asked if he could contact USAA first. He was able to reach another representative of USAA who told him USAA accepted 65% liability, but not an explanation as to why. I then called USAA at to inquire as to why they were only accepting 65% liability. I spoke to a representative, that said there was a Florida Statute noted as to why they considered me partially liable.

I left another voicemail for Robert and wondered if the determination had been made, why I hadn't been contacted immediately to explain the determination. He finally called back and said that the FL Statute noted, was due to the fact that I was parked at an angle and no part of my car should not have been more than 12 inches from the curb, therefore I was 35% liable, and said I could contact my insurance company, if I did not want to accept the determination. He did not offer to assist in scheduling a rental if I needed it, I had to ask, and confirm that it would also only be 65% covered. The whole experience was the worst I have ever had with an insurance company, my own, or other, and I felt that the claims adjuster had been very unprofessional from the start. I asked him how long he had been with the company, to which he replied "that's irrelevant".

I emailed USAA on 04/26/17 to file a complaint regarding the issue, to which I received an automated response saying that they received it and it would be reviewed as quickly as possible. It is now 05/03/2017, and I never received any reply at all from them. The details below are what I included in my complaint to them:

1) Their client admitted that she did not look behind her before starting motion in reverse. 2) My car was parked. The other passenger in my vehicle stepped out of the car to check the mail, saw her backing up and literally tried to stop her by yelling and trying to put his hands on her truck, and then jumped out of the way so he wouldn't be hit. 3) Their client still didn't look in her rear view mirror and admitted her radio was loud, which is why she didn't hear or see anything. 4) Their client was parked parallel to the set of mail boxes, located on the 2 lane road facing east. Once their client put her car in reverse and was in motion, she was literally driving in reverse on the left, therefore, the wrong side of the road prior to impact.

If all the factors above remained the same, it wouldn't have mattered if I was also parked parallel to the mail boxes, in other words not at an angle or incorrectly, their client would have still hit my car, it would have just been a different part of my car. It was not a large claim, less than $1000, therefore, I did not involve my insurance company, but given the facts, I feel as though USAA should have paid 100%, this is literally over just a few hundred dollars. Come on USAA, give me a break. I hope I NEVER have to deal with USAA again.

When I reached out to the other drivers insurance (State Farm) they said they would be willing to help cover my bill if USAA would help them with the claim. Do not ever choose this as your insurance. This company is supposed to help our soldiers and family members of them. They are not doing that. It is not stress-free and they do NOT make it easy. Managers and adjusters have removed themselves off the claim. No one is willing to help. I am now stuck in collections with the hospital because I owe over $5,000 from emergency room visits and doctors appointments. The hospital can't help me because USAA declined the bill with the reasoning that these appointments are not regarding the accident. It's a joke if you ask me. They should not be the company that our soldiers have to deal with.

When you need them they are not there for anyone. Everything is email on their website. You never speak to a live representative and make sure you never have to put in a claim on your car. If they can they will total your car immediately. Dealer gave me a price to fix my car, $600.00. Their adjuster who I'm sure is a subcontractor had damages at $2900.00. Are you flipping kidding me?

I had called USAA the day after to just confirm the dealership sent in the paperwork and to see if it was on track for funding the dealership. Everything was fine. Then three days later, the dealership calls me and says they denied my loan. I was a bit confused. I hadn't heard from USAA about this. I called USAA up and then the lady says, "USAA has the right to deny service - we are no longer doing business with you." My jaw dropped. I was so confused on why?! My credit is outstanding and everything up until now has been great. I proceeded to request to speak with a manager as the current person could not answer any additional questions. She said no manager was around and it would take 24 hours to speak to a manager. I figured some mistake had been made. I told them I needed to speak to someone today as the dealership needed to know what was going on.

I ended up calling again to hear the same response (that they must be reading from a screen), "USAA is no longer doing business with you." I was amazed at how difficult it was to speak with a manager or anyone that could tell me what was going on. I asked one representative if I could just go to the huge USAA office here in town. Once I finally reached a manager, the only way I did this was that I insisted on waiting on the phone until one was available (this took a total of 2 hours). He proceeded to help call different departments to try to understand as well. He seemed just as confused and apparently their systems don't help them. I was in tears.

I ended up driving home that day and stopping in at a local credit union. They were super helpful. Pre-approved, and was able to work directly with the dealership and fund them within 24 hours (whereas USAA had been over a week and still no call from them - had to hear it from the dealership first in which case, I looked like a fool). I **finally** got a call from USAA days later - that they made a mistake and now I am a customer again! They didn't offer to help rectify the situation, didn't offer anything for all the inconvenience, didn't even say they were sorry for all the problems. It was interesting though, I had to call again the next day after all of this went down and the lady on the other end said, "Oh, we have heard of your situation." Almost as if some memo or otherwise went out to all the call center people on it. Nice that they sent something internally but as a customer I haven't received anything.

It is hurtful most of all that my family has been a valued customer for generations and within a week I became without explanation a customer that USAA is no longer doing business with - and there was no explanation. I guess I am thankful they figured out the problem. I think they lost that personal touch they used to have. At least speaking with some veterans on my current experience with USAA. It sounds like they didn't always used to be this way - they weren't so corporate. Hope this helps someone in their decision process.

USAA has sent a total settlement letter to the lien holder, Suntrust, for the amount of $33,034.86. They valued my car at $27,521.66. However, they are including the car replacement amount ($5,513.20) in the total settlement to Suntrust. Even with the $33,034.86 Suntrust will not be made whole and my gap insurance will have to pick up the remaining amount. In order for me to receive the car replace assistance funds, USAA now wants Suntrust to provide, in writing, that they will not require USAA to send them the $5513.20. The problem is they have not provided Suntrust with a breakdown of the settlement, additionally it is not Suntrust's position to tell an insurance company how to disburse their funds. I think USAA knows this and that is why they are making it as if Suntrust requires this.

My concern is this is a subrogation case and if USAA were to give me the $5513.20 they would not be able to recoup the funds from the other insurance company. Therefore, since they are obligated to pay the car replacement assistance under the policy they have chosen to pay it to the lien holder under the "total settlement" and will subrogate it.

I'm an insurance adjuster. My car is still sitting totaled because I'm not settling for 20% fault when I didn't break any law. Just asked Kenneth and his manager Michelle if the witness was a radar, a certified speed observer and a expert at vehicle speed while driving. So expect to be railroaded by USAA on any and all claims. Doesn't matter if you're a veteran or active duty. They will screw you.

The adjusters I spoke with were helpful at first as well but as the time ran longer so did the issues with processing the claim. Very upsetting how such a great company would ignore the most important part of their insurance they sell, the claims process. If you want insurance that will be on your side and help you through the process and make sure they stand by their word, LOOK ELSEWHERE!!!

The next day when they called again and reached no agreement my husband said he wanted the truck back. He had planned on taking it to get an outside estimate on it. First USAA said he couldn't have it back and after my husband persisted they said the truck was no longer even at the location USAA had taken it to, and that it had been moved to a location an additional 30 minutes away. (Now the truck is 1 hour away). My husband was finally told they would sign off on him picking it up. When he gets there the location is actually a salvage company and the truck which was still drivable when it left the first local tow yard has now got marks where someone has moved it with a forklift and the engine/radiator which was fine when it left the scene of the accident is now clanking and making horrible noises where the radiator fan has been somehow bent up with transporting.

My husband did not take the truck because he says he didn't want them to be able to accuse him of having damaged it after he took it. By the end of the afternoon the insurance company had already called him to say that the truck had not been moved with a forklift (he had not even placed a call to them yet to report his findings). Who knows if this will be worked out or how much we will be in the hole when this is over with. USAA has already insisted that the rental truck we got for a week be returned because they don't give you a rental after 3 days from the when they make you an offer. What a joke of an insurance company!

I challenged the value of my 1 owner accident-free vehicle that had all service records and no one would return my calls... 15 messages left with the Total Loss Representative and 10 messages left with the supervisor - still no return call. I received an email that stated, "The value/settlement amount is not negotiable, and will remain the same until you are ready to settle." This company needs to be reviewed by the Insurance Commissioner for unfair practices, it has been 30 days and I have not received payment nor has the lien holder been paid the balance on my vehicle though they stopped paying for a rental vehicle over 10 days ago. This company is disgrace to the auto insurance industry.

Fast forward four months. I was stationary in rush hour traffic. A pick-up truck side swiped me and kept going down the highway. The car behind me had a young boy inside traveling with his grandmother making a short video of the traffic to let his mother know he was going to be late. That video, caught the incident and got the license plate number of the pick-up. I gave that info to USAA and the police. Police report said, Not-at-fault Hit and Run. USAA again treated me like a criminal and failed to represent me throughout the process. A police report and the other's insurance company accepted fault, but USAA is only your best buddy if you never need them.

USAA left me stranded on the road and after four hours, I called a friend to come pick me up, lucky I know a guy that has a car hauler. My truck unsafe to drive was taken to the repair shop that fixed it four months prior. I am without vehicle, to no fault of my own, and USAA would not even help me with contact information for the other vehicle's insurance company to make arrangements. I paid my deductible, which is paid by the other vehicle when they are at fault, paid for my own rental car and my time. Yes, first you must understand the laws and industry standards. Law in my state says if you are a victim of a hit and run your insurance company cannot charge you a deductible or raise your rates. Well USAA did both for both incidents.

I bank with USAA, have my homeowner's insurance with USAA and my boat is insured by USAA. I am simply disappointed. All those years, they cashed my checks and smiled. I called GEICO to change over thinking it would cost more, and it is actually much less. I am paying for Auto Insurance and getting the house and boat for free. I paid USAA $68,000 for Insurance over 24 years. I needed less than $2,500.00 to cover both incidents that were not my fault. USAA is not a Veteran's best friend.

I own an American Express card and whenever a charge is unwarranted on my account I do not have to handle anything. They call the company, take it off our account and block any further charges. DO NOT WASTE your time getting one of these visa cards with poor customer service and hours of labor on bad charges. Instead get an AMX card. So worth it and fabulous customer service!!!

Over a week later they picked it up via tow truck bringing it to their inspection facility, and it took them weeks more to just have the initial inspection done. They never even notified us the inspection was done or the result until we got a check in the mail for about $3300 and called to ask what was going on. Then they said the car was repairable and it was only going to be about $3800 to complete the repairs and they deducted the $500 deductible from the check.

In disbelief We had them tow it to our body shop and the shop very quickly determined it was going to be about double that estimate, stating to me they felt the car should have been totaled. As he dug into the vehicle making the repairs there were an additional 5 supplemental repair bills added above and beyond the original quote the insurance gave us. They paid the supplement estimates and a timely manner but when I picked up the car there were some things wrong with it still that I could tell just by driving it.

I contacted the shop immediately as well as the insurance company to let them know I would be taking the car back. The body shop stated that for intricate engine work they would have to send the car out anyway so if I preferred they would recommend that I just take it to the dealership that performed service on it the day before the accident.

More than another month later I still do not have my car and USAA is refusing to pay the additional damages found and I find out they inappropriately handled the claim from the beginning because they completely cut out the bank in the process who technically owns the car. On and the day I submitted the claim I personally made sure I gave USAA the loan information and also notified the bank of the accident. At this point they have repaired the car at an 80% value of the car and it is still not done. This car should have been totaled from the beginning. And four months later I still do not have my car and I'm making loan payments.

Our closest large mechanic shop is 400 miles away since we live in Key West and when I stated, "So should we drive it to Miami and let it explode then you would cover it," she said, "No. that would be fraud mitigation." She stated my husband may not drive the car enough to lubricate the parts. I told her my father in law is a master mechanic and also a USAA member and she said have him take a look at it. After her sarcastic remarks and me about to explode I asked to speak to her supervisor. Her supervisor Melinda returned my call and stated she had heard how I had been treated and I said "if you were a supervisor and heard how disrespectful and unhelpful she was why didn't you intervene"? Total lie!! I told her I would be filing a complaint with the BBB on their customer service and when I asked for her name she said it was irrelevant. Luckily I got it from her voicemail!

I have had multiple car loans, a boat loan, home insurance, auto insurance and credit card services through this company and I will be cancelling ALL business with them. We are not only at a total loss for the vehicle but honesty obviously gets you nowhere! What if I just let the truck explode and then they would have been stuck with possible casualties and accidents. This company has gone downhill. Switched boat insurance today to Geico, saved $1000/year and have premium coverage and my homeowners. I will be saving $300/year with more coverage through Geico as well. USAA is great at taking money but wow my first claim and they are finding every way to get out of it!!! Absolute disgrace to military families!!!

All was good or so I thought when I received a notice of cancellation to the home address upon returning from my extended time away. Checked the account and all looked fine/funds available. Upon calling March 2017 the tech had read the notes from the previous call that stated an automatic call would notify me. She explained that they had no way to set up such notifications and whoever told me was misinformed. She also explained that because my account had been canceled I would have to reapply for a quote that would be more expensive.

I detested this explaining that she had admitted that the problem was their fault and that charging me an additional $50 a month on top of my bill would cause me to walk. Did nothing to secure me. If you admit that the problem is caused by misinformation told to your customers you need to step up and fix the issue. Read THE REVIEWS AS MULTIPLE PEOPLE ARE HAVING THE SAME ISSUES.

I didn't see how that could be the case - the car accident occurred in Ohio and there is a $25,000 minimum in Ohio, so that would apply - the adjuster said that they were "looking into that" (how does an Ohio certified adjuster not know that?). I sent the estimate again, and then had to wait for AIS to verify the estimate. I received a call from AIS saying I needed to get an estimate. I said I sent the estimate twice to USAA so AIS had to call USAA to get the estimate (which the USAA person said they had already sent to AIS). I waited a few more days, and called the adjuster, Jason (who again never called me back). I then received an email confirmation that the claim would be paid. I called back to see about scheduling the repair and the rental car and again left a message with Jason (who again never called me back).

So I called again and got someone else who helped me with the rental car, and said that the rental car would only be covered while the car was in the shop getting repaired. Of course. So I receive the rental car, and my car is in the shop, unable to be driven. Since it is a 2016 Range Rover they're having trouble getting some of the parts. Since the car that rear ended me dove under my car and hit the exhaust they really couldn't see all the damage until they got under the car and took it apart. After 1 week my car still was not ready, but then I started getting calls from the rental car agency that the insurance company is not going to pay for the rental car past 1 week. I call back and again get the adjuster, Jason's, voice mail and leave a message which he does not return again (I haven't spoken with him since BEFORE I sent my estimate!)

I call back and get another adjuster on the phone. They tell me that they explained when I took the rental car that they only cover the active repair time in the shop which means if the car is waiting for parts it's not active repair time, despite the fact that my car cannot be driven. This obviously was NOT clearly explained to me. They said I shouldn't have taken my car to the shop on a Thursday or Friday (I think I asked if they cover weekends and was told they would) - I didn't take my car in on Thurs or Fri. I took my car to the shop on a Monday, thank you very much - they then claim they never received the supplement (to the estimate, sent by the shop earlier in the week). They don't have a lot of credibility regarding receiving the supplement since they also claimed they didn't receive the estimate I sent them. I still don't know if they're going to cover the rental car.

I was told to call back but not right away because they wouldn't call me with the information even after they received the information from the shop - I still haven't spoken with the actual claims adjuster for my claim since prior to the estimate. He has not returned any of my calls. AND THEIR CLIENT HIT ME! I have had experiences where my car was hit before, and I've dealt with other insurance companies, but I've NEVER had such a bad experience.

Original Review: March 17, 2017

My experiences with USAA has always been good until now. Recently in San Antonio, TX I was in a collision with an animal. Like I was supposed to, I submitted my claim with the description of what happened. When the insurance adjuster, Michael **, went to my home to quote the damages he immediately told me that the damages were not from an animal collision as if I had made of the story. Either way, he approved the repair estimate, I dropped my car off at the collision place, only to get a call 3 weeks later from the collision place stating that the insurance adjuster told them not to move forward with the repairs because "he" does not think the damages were from an animal collision.

My husband and I have been with USAA since 2008 and we have NEVER had to do a car insurance claim until now. It does not matter if I hit a house, a pole, a deer, etc. I pay insurance so I can have the coverage for the repairs. It angers me that I am being truthful about what happened on the day of my accident to be told that I am a "liar". This is the most frustrating situation I have had with USAA.

One would think that USAA would hold a higher standard for its Veterans and not try to scheme and scam like the other insurance companies. We have multiple policies with this insurance company and have never been late on a payment. However, this is not enough for them! They do not want to pay for what is rightly the customer's just like all of the rest of the schemers. I am in the process of looking for another insurance company!

Now... the entire state of NC was in a state of emergency from Oct. 2016 - Jan. 31, 2017 because of the damage it had sustained and recovery process. In that time frame EVERYONE was pardoned from late fees and cancellations because of the state of emergency given by the governor. Somehow, USAA said I was late for payment and sent a cancellation notice to me in the middle of February??? Now... I'm not a genius, but, they're gonna send me a cancellation notice for the same month that we were physically in??? WOW!!! CRAAAZY!!! I guess my 18 years as a customer did not deserve any reconsideration of the fact. So... I go to pay my Feb. 2017 bill on the phone and ask about the pay in full status and cancellation. Well USAA did what USAA always does... "sir policy this policy that", blah, blah, blah. "We provide a service that we expect to get paid for."

So I mentioned, why couldn't I keep my rental for the 30 days/$50 a day $1500 max when my claim was in process. She explained to me, "As soon as your vehicle was deemed a total loss due to the flood, you then only have 7 days for the rental vehicle from that point due to another policy that have." So in total I only had my rental car 9 DAYS. So I explained, "So basically, I pay for full coverage on my vehicles (that's paid off), but I can't exercise my right to use those options because of ANOTHER POLICY???" She said, "Yes sir." I was ghost pepper hot!

So now... the USAA rep is giving me an ultimatum to Pay In Full for my next 6 mos. or refusing service to me. I said, "You're not gonna tell me what I NEED to do with my money... It's not wise to tell a former or active military member what they are GOING to do and take away their options, you must be out your damn mind." I told her, "I rather pay double the amount to someone else with better service, than to be cornered like a dog." So... that's exactly what I did. I dropped USAA before the new policy term and now I'm with Geico.

Reason for picking Geico, my mother has them, and I was able to see firsthand how quickly they responded to their customers after the flood. They were literally the first auto insurance on scene. Geico was sending reps from out of state to help flood victims here locally. Plus they let her keep her rental car 40 days no extra charge because she had lost her vehicle as well. So it gave her ample time to look for another vehicle. USAA on the other hand took 2 days to respond just to get the initial paperwork started. I guess that's what they call service.

I would definitely not be going back to USAA. Sad thing is, I use to vouch for USAA for the longest time irregardless of the stories you would hear... especially being in a military town, you would hear bad remarks about USAA, "ALL THE TIME"... not anymore. 18 years man... and they didn't give two cents about customer loyalty. LEAVE NOW before you invest too much in a company that doesn't care. You've been warned!

Sunday late afternoon, I had to rent a car out of my pocket. Called Monday, no return call. Tuesday then I received an email that simply said the adjusters name and claim #. Called Wednesday, and finally another adjuster called me back, and said why didn't I report the claim to my insurance company? I told him I had, but they said, "It's not your fault they need to do the estimate," and additionally, the state trooper had told me to call her insurance company. His reply was that they both gave me bad information and that there was a problem as the insured only had 10000.00 in coverage and I had a BMW so it wouldn't cover the claim! I said, "You haven't looked at the car yet! It's at BMW in Sarasota. Go look at it." Quite honestly, I'm not a mechanic, but I would estimate the damage at maybe 6000.00. He wouldn't pay for the rental, then he said they might be able to.

Then he put me on hold and said he called Sarasota BMW and they didn't have my car, and I might want to call law enforcement. Next day I went to the dealer, my car was clearly right there, it's a smaller dealership so not difficult to find. Next day I called USAA asked for a supervisor and they said they would take care of it. He said liability wasn't confirmed until March 1, and they wouldn't pay for the first 3 days I had the car. I'm in sales and I spent way too much of my precious time on phone calls with these ** that I just said, "Fine." He asked me to call BMW in Sarasota and let them know to leave the keys in the car, it was getting towed to the Tampa BMW dealer.

Meanwhile, I'm getting a call on the other line from Enterprise. I didn't answer as I was waiting for this clown to wrap up our call. Enterprise was blowing up my phone so as soon as I hung up with ** USAA adjuster, my phone was ringing with Enterprise and I was able to answer. The gentleman told me he got USAA's call and that they said they wouldn't pay the first 3 days, and that it didn't sound right. I said, "Whatever, I'm sick of dealing with them, I'll pay the first 3."

The next morning, I get a message from another **, female this time, saying in a voicemail that's my car is not in Sarasota and they couldn't find it! I have no idea what's going on, as it's Friday evening, just got home and everything is closed. I did have a message from my insurance company saying they USAA called them and said their insured doesn't have enough coverage and that they would take over the claim. ** rip off artists should be against the law. I'm calling the state insurance commissioner to report this. Jerks!

It's sad to see this happening to a company that was designed to help veterans and service members. Here's something some people don't know, but they do a huge annual bonus. This year it was 16% of their annual salary. The compound in San Antonio is like a military base. There are tons of companies out there today that provide the exact same services as USAA without needing a gym, Drs. on staff, a pharmacy, and many more items that are truly unnecessary. You want to know why they continue hiking their rates, just take a look at that 280 acre compound they have in San Antonio. If they would stop wasting money, then we could have cheaper rates and decent service.

I call Shaniqua or whatever at local Va. Beach branch location (actually a headquarters location) and she tells me that the limits of my policy blah, blah, blah. I tell her that I don't have a limit as the accident was NOT my fault. I have to argue with her, finally a supervisor looks up the accident and notices that the difference in price is something like $75.00 dollars ($79.00?? cannot remember). Long story short, she approves this... gee, thanks! So it gets much better. I talk to someone in San Antonio and she basically insists that I go see a Dr. I tell her really, no problem. She still insists. Okay. I go.

Here's where it gets good. In Virginia, we have this little part of insurance that basically covers your medical up to "x" amount. I had a minimum coverage of $2,000.00 dollars, and since Va. is a "stackable state" I actually had $4,000.00 coverage (2 vehicles). It's called Med-Pay. So, I hire an attorney for the accident. I go to various Dr.'s (had a ringing in ear after accident that would not go away) and even an MRI. So, my medical bills get submitted, Auto Injury Solutions, which I call affectionately Auto Injury Confusion, did what another on here said; Made frequent and repeated requests for information to which the denied absolutely EVERYTHING. They did not approve 1 invoice regardless of information procured.

I did get money after many, many, many phone calls to USAA and basically using the vilest language imaginable. I wrote vile emails, slammed them on social media and even created a web page that specifically pointed out the horrible customer service. I was criminalized by Auto Injury Confusion AND USAA by their continued denials of payment (less than $4,000.00). I have been with USAA over 35 years. The company has changed a lot over the years in their approach to handling claims in certain ways. It all changed when they opened the flood gates and allowed so many others in that were not officers.

The utilization of Med Pay is simply a way to pass the buck and deny payments. They have some of the least expensive auto insurance in the country, the homeowners is costly on the other hand. I truly wish USAA would get back on the side of the ones that patronize them and quit treating its members like something you'd step in and wipe off on a curb. I know that other insurance companies play the same stupid games so that is why I stay. But there are limits to everything.

Original Review: Feb. 27, 2017

I was plowed into by a USAA insured who was not paying attention. It was so clear who was at fault they assumed immediate responsibility. Then the hassles began 3 weeks of stalling and demanding receipts for $5,000.00 worth of recent work I did on the car preparing it for a cross country work. Timing chain and other internal engine work not needed but for peace of mind. Brand new tires all around and a $150.00 battery that was one week old. They were more interested in my signed off title so they could resell it.

Finally after three weeks, they let me know in consideration of all my recently invested money that they would add $48.00 to my total loss! This is the most procrastinating rip off business I have ever encountered. They wear you down and make you jump through hoops for weeks then lower the boom on you. This organization should be ashamed to use USAA in their name as THAT is not the USAA I know! They are shameless and I would never do business with them and highly denounce them...

BUT - my USAA-provided "Agero" roadside assistance didn't show up until after - get this - 9 PM that evening. I had to go sit in a nearby house for hours while waiting, since it was freezing outside. I didn't know the people, but luckily they were fine. And they gave me some food & water, which was necessary with the 8+ hour wait. I am a female and was alone, so this was not a good situation and could have ended very badly.

I called USAA to complain a few times during the wait, and they just kept blaming this "Agero" company they outsource the work to. When the towing guy showed up, he told me he was based in SE Portland - at least 30 miles away. He told me they were 'busy' when the call came in, and then there was "traffic" on the way. Well, duh. He had to go through an entire city and then numerous towns in order to get to me from that far away. All he had to do was hook my car up & pull it out of the ditch. 10 minutes.

I absolutely recommend AGAINST using USAA for this type of coverage, as it turned out to be terrible, included an inexcusable wait, and made my situation dangerous. You don't want you or a family member alone in their car in a semi-rural area for hours, and needing to go into the house of strangers while they wait for help. Plus - waiting HOURS for a tow truck from 30 miles away when there are a zillion towing services in the area? They are not set up to assist at all. Completely irresponsible. USAA's response? Nada. They didn't care. They blamed their outsourced company. I was a totally loyal USAA customer my entire life, and now I hate them. Avoid.

There is no oversight of mailers, my post office box is filled up with nonsense, and I have even received contradictory statements/declarations pages... which in turn requires me to pick up the phone and engage in one of those long frustrating conversations to resolve the confusion they created on their end. The organization reflects the prior government bureaucrats who are in charge; they were cultured in a level of inefficiency that did not have a measure of effectiveness that punished those who wasted time and resources...

We pay for medical payments coverage as an optional benefit on our auto insurance and promptly filed a claim with USAA. USAA uses Auto Injury Solutions to review all medical claims. Auto Injury Solutions is strictly a computer generated system and our medical providers alerted us that USAA was continuously denying claims and requesting additional information. Four and 1/2 years later, and 4 claims representatives later, I finally received a payment from USAA. Medical payments coverage only covers costs incurred in the first two years following the date of the accident.

Two and 1/2 years after the 2 years were past, I received a final payment. We found the representatives are no longer trained to answer questions and there seems to be significant turnover in personnel. There is no longer an extension for reaching the representative you need to speak with so you have to make your ways through the voicemail maze and often repeat your story multiple times before you reach someone who may be able to help you. Although we receive a dividend on our insurance each year as well as the senior bonus, we no longer believe USAA is a good value. We are now seeking estimates for similar insurance from other companies.

Our attorney has advised us that USAA is the only company that is so difficult in paying medical payments and he will avoid taking those cases in the future. If you are considering purchasing insurance from USAA, we would encourage you to seek several proposals and ask your broker and others who have insurance experience for their expert opinions. USAA has taken to airways advertising how they take care of their insureds. This is no longer our experience. We find them inaccessible, untrained, avoiding payments and a very different company than the one we chose almost 50 years ago. They are now your everyday insurance company, promising the moon, and delivering as little as possible. We no longer trust them to honor their commitment to us.

Original Review: I was struck by a car while walking two years ago. USAA is my insurer and will reimburse medical payments that I paid out of pocket up to my policy limits within two years of my accident. The problem is they use another company, Auto Injury Solutions, that processes everything by computer and send repetitious requests to medical providers asking for the same medical information over and over again. Today I received a call from one of my providers telling me USAA is sending the requests for information they have now sent several times. They wanted to let me know in case USAA was claiming not to have the information. My next call was to my attorney's assistant who has been dealing with USAA on my behalf to ask for her assistance. That is when I learned about USAA's less than satisfactory performance in processing Medical payments for their insured. She said they were the worst company she had to work with.

Making multiple requests for records that have already been sent puts an enormous burden on a provider's staff and causes providers to be less inclined to accept accident victims as patients. USAA's service in general has declined over the last 10 years. I have auto, homeowners, and life insurance with them. My sense is their training program is sorely lacking and the quality of their personnel has declined. There was a time when I could call USAA and get the answer to my question in a single call. Not so anymore. I have been a member for over 40 years so it is not easy to make a decision to change insurance companies, but I believe the time has come. Think twice and check around before signing up with USAA.

They state they want access to your bank account to make these auto payments but if you read the terms of use, they give a generous share of access to USAA on your bank account which is unacceptable. They are able to hold funds and if funds are overdrawn then they will not immediately be replaced into your bank. After years of positive service, USAA has fell through to global business pressures and have turned into a for-profit-only company while lying through their teeth about how important the customer is. Within the week, I will no longer be a member at USAA and will pull all my accounts out.

Numerous attempts to communicate with USAA via phone have failed by way of them placing me on hold and then hanging up or transferred me a total of four times and each person I spoke with kept me on the phone for at least 20 minutes each. NIGHTMARE! The end result is that the company is dysfunctional, arrogant and apathetic. Sadly, this review is written with complete honestly.

After reading these glowing reviews I'm glad I'm not their customer. It seems their customer service has sadly gone down the toilet over the past 25 years. I have Ameriprise through Costco and they give me by far the best rates so I'm happy to have them, and they don't give a crap about my conviction that has nothing to do with driving anyway, nor did they even ask about criminal history. What does one have to do with the other? Avoid these **!

I also had to pay out of pocket for a rental that ran me over $900 bucks. I've been lied to several time and in the 30 days that my claim was open I've only once spoke with my actual adjuster. The communication is pathetic and the customer service is worse. I thought USAA was the best but I guess I was wrong. I have many complaints. This is just one of them. My vehicle was wrecked in another state and I'm left with an out of pocket expense to ship it over two thousand miles.

My body shop ordered 3 different bumpers for my truck. All were wrong because the junk yards do not keep all the specifics for the parts they stock. So now I need to pay for my own loaner car until the correct part comes in because they feel it is the body shop's fault that they do not have the correct parts, and it is my fault that I left it there when the part was wrong to begin with even though my truck need body work too and they had to straighten out my hitch because it was bent. It has been a nightmare. They do not call you back, they do not send you anything when asked.

Not impressed at all and considering switching. I had Shelter in high school when totaling my car (my fault) and they gave me $2000 more than what I paid and paid within 3-4 days and covered all of our bills, no problem. When we got married my husband had USAA so decided to just jump on with him thinking they would be a good company. So now I'm outta car and when I go to buy one I'm going to be out $1500-2000 and that's buying an older vehicle with more miles. The stress of this is beyond what I ever could have imagined.

More than 1 week later, I hadn't heard back from USAA despite several calls to them. No adjuster had ever been assigned. I finally stopped trying to reach out to a specific person at USAA and I was told that I could get my own contractor to do an itemized estimate and send it to them. (Huh!! What do I pay you for?) Without complaint I told her "thank you" and began the process for myself since I am needing to put my house on the market and time is truly of the essence. But I will admit that this is the first time in 20 years that I am rethinking my decision to continue using USAA. The accident was devastating to me. I was overwhelmed and didn't know what to do and they were no help. I consider that to be unacceptable service and when I move I will definitely be shopping for someone else for my insurance needs.

And lastly, I have automatic payments on my car payment. I prepaid for it two days before it was scheduled to be taken out of my account. And when they charged me twice for it I called them and asked why that was. I was then told that if I wanted to prepay for it, then it had to be at least five days before the scheduled payment. I was never informed of this before I agreed to any sort of loan. They say that as soon as that money shows on my loan payment, that they would refund it to me. They do, which is fine, but then today I check my bank account again and they took out the money for a third time!

I called them and asked why this happened again, and was informed that it was my fault and that they couldn't do anything about it. The man I was talking to not only blamed me, but also yelled at me, and hung up on me. I hope USAA is happy, because not only did they lose me as a customer, but also my father, mother, brother, sister, and anyone we talk to. Using this company was a big mistake.

After several prompts, I was finally connected with Jazelle. I explained that Dad had died and we had canceled the coverage. She transferred me to Stephanie who said that they had received the death certificate on October 24th, but had not canceled the coverage because the executor of the estate had not requested it. I explained to Stephanie that the request to cancel was included with the death certificate and if they received one they received the other. I also tried to explain to this person that dead people don't need auto insurance. I further explained that we were not the debtors on the account and I demanded that no further collection calls be made to us.

Stephanie told me that the calls would continue until they received the written cancellation notice and a copy of the court doc naming my husband as executor. I told Stephanie we would fax again, but to cease and desist with the calls. We faxed in the documents for a second time, requested cancellation of the policy, and asked USAA to cease and desist the calls. Today, we received another automated collection call. The Fair Debt Collection Practices Act (FDCPA) gives us the right to stop USAA from contacting us in any way. They have violated the law and the terms now allow us to sue for monetary damages.

Well you know what? ...The interior has NOTHING TO DO with your policyholder only looking one way, and backing into it. Then she goes on to tell me $600 is probably all the judge is going to award blah, blah, blah. Well USAA I want every penny owed to me, and I will not back down. All of this media BS about how great USAA is, is just that... CRAP. I still can't believe I have to go to court over $978. USAA is a petty, greedy, cheap fraud of a company. I'll see you in court USAA.

Mr ** stated that my car would be diagnosed to determine the reason why the check engine light was on. Waymon ** of Auto Nation in Lithia Springs, GA was informed about the potential engine issues on December 27th. On 1/5/17, I picked up my car from Auto Nation only to find that some of the paint had been chipped off my car and the check engine light still on. I've repeatedly asked Mr. **, Chris ** (USAA Supervisor of Waymon **) and Tyler ** to have my car diagnosed as promised. Mr ** told me that I would have to pay for the diagnosis fee if the check engine light is on due to an issue unrelated to the collision.

My last phone conversation about this issue was on 1/12/16 with Mr. ** who stated that he would contact Mr. ** about his promise to have my car diagnosed at no charge to me. Mr. ** called my cell phone on this same day. However, I was extremely busy at work and for the sake of consistency, I asked that Mr. ** please update me via email. Mr. ** has not contacted me via email. He refuses to communicate with me as asked. In the meantime, it has been one month and three days since my car was rear-ended and pushed into another vehicle and the check engine light is still on. I am afraid that there are greater issues with my car and USAA will not be held accountable.

I repeatedly complained and asked for this to be handled by USAA manager but no one helped me. I did my own research and found more accurate car comparisons (on Autotrader and several other sites) and sent those to USAA but so far they are completely ignoring my request to review. They kept telling me they weren't paying replacement value which is not what I was asking for. Simply put if I was to have gone out and sold my car a day before wreck (the "cash value") I would have easily gotten $18,000. They only paid me around $15,000. So why does my own insurance (USAA) short me several thousand dollars when the accident wasn't even determined to be our fault in the first place?

We may have gotten money a little quicker by USAA getting involved but they should have acted in our well-being and if we believed and had examples that our car estimate should have been higher--then they should have pressed the matter with the other insurance and not short-changed us $2500+ dollars. So buyer beware--I never missed a payment and had two home and two cars insured with USAA. It doesn't matter. Their process of cash evaluation of cars is not even handled by them so they do not care about loyal customers. I expected no special treatment just a fair estimate of car value. USAA process for valuing cars with this third party is appalling and quite simply a lazy way out.

I figured out I had paid roughly $30k+ in USAA premiums over the last 10 years and this was how we were treated in our time of need. They put this responsibility into some third party company who did the least amount of work possible to give them the lowest possible value on our car from their two vehicle Autotrader "research". I will be canceling all policies with USAA and buyer beware in your time of need I would not expect USAA to be there to help and ensure you are treated fairly because clearly in my case they were more interested in giving me the lowest possible value for my car/property and little care for me as a customer. This is a systemic problem with the USAA process for evaluating the car value after a collision and not just a random instance.

We are still considering the attorney route due to all the problems we encountered. We found out the collision shop was holding car because USAA would not settle with them. Unacceptable from both parties. The next time I have to be involved with any type of insurance claim with USAA, my first phone call will be an attorney. Never again will I deal with USAA. Shame on them. Going to also file a complaint with the State Board of Auto Insurance - this was a terrible experience.

This was an extremely difficult situation as I then had no car insurance for a couple of weeks and had no idea. This to me is the equivalent of taking someone off a bank account without permission. This company is horrible and I will never go back to them ever again. When I questioned one of the customer service ladies all she said was, "What would you have said?" That I need insurance you idiot. She then refused to talk to me about MY policy at all because my husband was the one who made the change. I cannot believe the level of customer service representatives they have working there. They are great if you have no complaints, but once you have an issue they are unwilling to do anything to help or to even think about the situation. A divorce is not a situation where you should just be allowed to completely remove the spouse without both people being notified. I literally received nothing regarding this change.

I called the company to make the payment and was told the system had accepted the information but I couldn't make the payment until tomorrow because of the update. They refused to let me make my payment by phone. 4 times in the past 2 years it wouldn't accept my password, even after I confirmed it by - yes calling in. Other payments have not been accepted for unknown reasons - I've had to call them in. No point having a website if it doesn't work. I avoid calling because it takes so many steps to reach a live person. It's a minor complaint but it happens every time.

I want to hold these scumbags officially accountable for this fiasco because there never should have been one in the first place! By far and by wide, the ABSOLUTE WORST Insurance company EVER and they need to be held accountable or be put out of business via class action! I will not give these pieces of trash any rating, you at Consumer Affairs should offer the zero stars rating!

Updated on 01/04/2017: I have had nothing but trouble from these clowns since my car was smashed from December 23, 2016! Their claims adjuster, and I am naming names right here, Tina **, is not concerned as to what my now transportation issues are, where getting to and from my job are concerned, because this loser shows no concern! I am driving a car that does not belong to me, and this conflict has caused nothing but problems in my house! This is by far, THE WORST Indemnity company I have had the serious displeasure of dealing with! I am not letting ONE DIME fly out of my pocket and have these scum not pay it back! Other insurance companies that are more responsible would have done the right thing. But these idiots, as I have stated, are by far the worst and I hope this company goes out of business! I cannot afford collision and THAT is the bane of this problem but ** has no regard for this whatsoever!

Before this incident my other half suggested that we use this company for our own personal insurance and after this experience I told him I would rather pay a high premium with another company rather than giving my money to a company like this! We will be obtaining a lawyer as well because my claim nor my daughter's has been resolved as of yet and it's been almost over a month. This company has terrible business practices and they need to hire all new staff and adopt a new practice as to how to treat people. Run as fast as you can away from this company if you can!

Then it happened, he hit me from behind! I stopped and got out, but I was dizzy. I got a notebook and a pen and took notes. As we waited for the policeman to come, I saw that the man had to lean on the truck to stand up straight. Clearly, he was DRUNK. And he told me he was going to a Maryland Terrapins game in a company truck, why not in his own vehicle?

3 IMPORTANT THINGS NEED TO BE NOTED; 1) The man was drunk and the policeman never checked him, as I asked him to. 2) What was the construction company who let him use their vehicle? 3) Important to note... In the conversation between the policeman, who knew about the company and asked "the drunk" about his boss and his company, a big one in Maryland.

After the drunk was let go to go to the game, I got in my car and went home. I had no health insurance and drove home at 35 miles an hour, went to an emergency clinic to learn that I had a severe concussion and needed to take it easy. They kept me there for 8 hours for observation. I teach new "learning seminar", PhotoReading and we read 8 books in 3 days. I need to be very vigilant! Because of that and my concussion, I kept my classes small for 3 months, from which I LOST $7,000 - &10,000 DOLLARS. BECAUSE OF THE ACCIDENT!

I got my car fixed and needed to ask a friend for a ride. I did not want to drive until I was better, however I should have been offered a rental by USAA. I was still foggy and did not notice and therefore didn't ask for one. The fog lasted almost 3 months. When I sent in accident information to USAA, I saw that I could not read and understand my notes from that day. They looked like gibberish and were unreadable, with words meandering all over the page. It seemed funny, but it was sad. THEY OFFERED ME... WAIT FOR IT... $297. I was STUNNED AND CALLED USAA. No matter how many times I called and spoke to different "higher officials", no one understood my problem of a settlement of $297 and $7000, my lower figure. (The seminar is $750, per person and I turned down over 8 people.)

I lost track of the count, since I knew I could not handle large classes. I do what I can to serve all of my students well, being clear that I want ALL of my students to be able to read and use the PhotoReading system for the rest of their learning and business lives. My pledge to them is that they can be an excellent PhotoReader and I have not lost a student yet in my 26 years of teaching. My insurance company, USAA, CANNOT BOAST ANYTHING NEAR THAT SERVICE. In retrospect, if I were the wiser person I am today, I would have sued the construction company for BIG money. I live and learn. Thank you for reading this.

I emailed this to them and then heard nothing back. I had to make another phone call and after being told that yes, this was what they needed and the claim was approved, I was put on hold for 20 minutes because of a "glitch" getting the windshield repair claim set up. I then got an email saying that the title was not enough and I had to provide a bank statement or ATM receipt showing the withdrawal of the funds for the car. There was no bank withdrawal on our part; the cash was given to my son by his great grandfather. Now I wait for the next lie or hoop I need to jump through. I am not looking for body repair, it's a windshield. Seriously?? The poor level of customer service really has me rethinking our insurance provider. We have 4 cars, a camper, homeowners, and valuable personal property insurance through them and this is the ridiculous grief for a windshield.

They took a paint sample and said it was oil based. Instead of helping and doing their job, they denied our claim. They did everything to try to disprove what happened and make us feel like we were trying to rob them! I even said "just give me $50 and I'll buy a can of paint and fix it myself" since they were insulting us like this. All I wanted is to get our new car looking like the dissent hit us. This was the worst experience I ever had out of 2 events with USAA. I've been a loyal member for over 20 years and now they want to treat us like ** and call us liars. This really pisses me off that they would insult us like this!

When you have to file a claim you are usually pretty rattled. USAA reps can note that, they take their time, take you through the process with a smoothness that helps greatly. They know what they are doing. They answer questions, there is nothing but respect in the way they speak and work with you. You can reach them by phone, or through the website. Their communication skills are outstanding.

The price list for parts they authorize mechanics to use in Europe places the parts at 26000 euro. They will not allow the garage to order parts from Ford directly for less, they won't allow me to use my tax exemption status for pricing, nor are they willing to pay for the more expensive parts price listing that THEY produced. I don't understand how being a loyal customer for over 20 years with multiple policies (home, rental, property, auto, etc) and no accidents on my record can be treated this way. If I could rate zero stars I would. I won't be a customer anymore to this scam company that says they support veterans.

So then what they do is they go unlock my account out. I call back again and the first guy asked me after I put in my social security number. He asked me "What is your mother's maiden name" as a jockey that at that point they tell me I can't get into my account until I email or fax my social security card and my driver's license. This is the most ridiculous thing I have ever heard of. I don't even have this kind of a problem getting into my checking account or even my savings account. I spent over an hour on the phone just trying to take care of my car insurance. I am so angry that I just want to quit them completely. Debit card fraud companies don't even put their customers through this bad bad policies. Bad bad customer service. Why do you put in your social security number in the beginning if it's not even going to mean anything? You give him your name and you give him your address. What do they want? Your DNA?

This issue took 8 months to resolve before I got a payout. The USAA teams never so much as gave me a phone number to contact a company. After finally working through the various claims I decided to keep USAA, that maybe it was just one bad experience. Now I have an auto payment so obviously I must carry full coverage. The next issue was the USAA rep mishandled my downpayment for the new policy, so I was double billed. USAA will admit to the mistake but will not credit my account. The next issue is their automated billing system does not work. I most recently received a letter in the mail saying that my policy has been overdue and I owe them an $800.00 + payment. I called USAA just to be told "our systems do not always work correctly." To which I have been told I owe them the above amount and there will be no justifications for the fault of the USAA system.

I was forced to use their repair shop which was a sham. They kept my car for 3 weeks (unfortunately it was too valuable to total, even with all that damage!). When I got it back the work was shoddy with screws falling off and the back door squeaking and rattling. Repair shop & USAA would not respond to my calls so I finally called the main USAA number & had them chase my agent down. To this day, my car has not been fixed properly.

In the meantime, the agent was unresponsive, left my case hanging for almost 2 years until the statute had nearly run out and put a high sales pressure on me to settle (the last part I would expect). But not answering my calls? Not willing to make me an offer until 2 years was up? The last offer letter came 2 days AFTER I lost all options to sue. I keep hearing how great they are if you have them. But if you get hit by someone who has them - beware! Get a lawyer right away and let him/her deal with them.

My son being young and listening to this person in the truck telling him that it was not necessary to call the police, they decided to exchange insurance information and be on their way. BIG MISTAKE. Moving forward one week later, I get a email from the big USAA, telling me that my son fail to yield the right away. ARE YOU SERIOUS!!! Last time I checked, if a vehicle is entering the highway from the shoulder or ramp they are to yield the right away. Moving forward. Week two the case is closed. Tried to call USAA several time to speak with the person who is in charge of my case, nothing. Called him and each time asked him to call me back I got his voice mail and no return call.

USAA is a big fat joke. They didn't bother to do an investigation, or come out and take pictures of the car. They just wanted to close the case and move on to the next case. They take my money each month without a problem. They don't care if the other person is in the wrong, they just want to close the case and raise my insurance premium and keep it moving. I don't think so. I am going to stand up to USAA, which acronyms stands for USELESS, SHAMELESS AND ARROGANT. That's just a nice way of putting it. They are getting rich off of active soldiers and veterans. Maybe we need to start a petition and expose them on CNN for who they really are. Maybe then they will learn to start doing their jobs.

Two hours later (during dinner no less) they called back to say that they were again wrong and there was nothing they could do. I was told that the unknowledgeable staff was a result of "on the job training" and that they were learning. Three different people, three different stories for a simple issue. Excuses for everything. I am so disappointed in this company. It is unacceptable to have such poorly educated employees who are apathetic to the customer about the mistakes that they make. An "I'm sorry" does not recover the $600 that I was told to expect to come off my policy premium.

The collision center tell me USAA should be able to receive the estimation by Nov 9. Then I called USAA on Nov 9, then USAA told me the collision center forgot to upload the files onto the online system. I should be able to hear from USAA by Nov 11. But no phone call from USAA, so I called USAA again on Nov 16. They told me they are waiting for the manager to approve, and I should be able to hear from them that date. But it's already Nov 17 right now, still no call from them.

Basically, the only phone call I got from them during the 15 days since the date of loss is the phone call telling me to get the estimation. At that time I asked the representative what's the final decision of that claim. That representative only told me that she do not have the right to tell me anything other than telling me to go to the collision center to get estimation.

I really don't know whether I can finish this claim before Thanksgiving according to their working efficiency. I just wanna say I'm with Geico, they usually will call you back within 5 minutes after you report the loss and they will finalize the claim within 3 days. I don't know how they treat their policyholders, but if you are the one file the claim with them, that's really a pain.

I repeatedly tried to contact them via their telephone service. The phone would ring once and go straight to voicemail. I would send them a message online, and then they would respond (sometimes). I cannot believe they can respond online yet can't pick up the phone to talk to me. I asked to speak to a manager and they said it would take 48 hours. ARE YOU SERIOUS?! I have sent them multiple comps for cars in the area (for the exact same vehicle, year, mileage, etc)...and they refuse to increase the settlement statement. PLEASE do not use USAA!!! I cannot begin to describe the frustration I have had with this company. It does not advocate for you. I hate to think that this is the way a "company" treats its veterans.

Don't EVER expect to get a quick response. When you send a email expect it to take a month to get a response! If you call expect to get a answering machine every time! HORRIBLE customer service! Unless you feel like wasting your time sending thousands of emails and a ton of phone calls to get your claim settled just lawyer up NOW! I wished I would have read the reviews on this company from the beginning! I can now see why they are a 2 star company! I have been dealing with this claim for a year and half now and still no results! This company is pathetic! LAWYER UP NOW!

As far as credit card - our account has been fraudulently accessed on FIVE separate occasions in about two years. Can never get in touch with USAA any longer without waiting forever. Tired of having to constantly change cards and change all of our automated monthly payments. This latest time was issued a new card - called two days ago to activate it and was advised their system was down so they couldn't active it. Just logged on to try activating, and received message "There are no cards available for you to activate." Researching new companies for all accounts!!!

Over the 44 years that I have been a member, I consider that I have been treated with courtesy, efficiency and fairness. There have been, to be sure, problems - but outside the scope of this topic: USAA as a financial services provider no longer sells investment products (IRAs, mutual funds, etc.) to non-military, non-USG employee families residing abroad.

As I write this I am facing, dealing with a rental car company over apparent minor damage to paint of the fender of a hired car: covered under the collision insurance of my own vehicle insured by USAA Ltd. It's a weekend and I've not found anyone in San Antonio capable of telling me what to do. That doesn't make me happy, but neither is it reason to lower my rating for USAA: it's scarcely a crisis. The rented car was parked in a shopping centre, nobody was injured, the loss is small.

By contrast, years ago when my car's tire suffered a blowout and the car was totaled with 5 persons aboard, and only by luck was nobody injured, USAA's service was magnificent. They covered the customs duty on the car, reminded me that I had cover for damaged property in the car, and more. So: I would read with care and take in context 1-star complaints about this firm. It has, indeed, lost character and accessibility as it has grown from total concern with military & diplomatic officers to a more general clientele. But it remains a great firm to do business with.

In my legal research, I have learned that the insurance industry commonly practice vague and ambiguous wording in their contracts/policy so that the insurance can dictate any or all terms and conditions after the policy has been issued. And guess what, the Missouri State Insurance Division lets them get away with it. State insurance protection agency have no legal background and make no legal judgments.

So ask yourself, "Why is the taxpayer paying these state agency if they CANNOT DO NOTHING?" Of course, USAA attorneys know this and that is why this country's state law coerce insurance mandates and the insurance companies get rich. I am surprise other insurance companies allow USAA to endorse government soldiers, because they are just another bureaucratic commercial insurance company that take profits over coverage. Oh yeah, they tried to pie me off with a 23 dollar check. (What am I suppose to do with that, wash the damage off my car?)

Now this makes no sense to me whatsoever. When my car was damaged (passenger side of vehicle both front and back doors side swiped) the company that was disclosed by USAA to purchase the new doors for my vehicle sent over USED AND DAMAGED doors. My mechanic sent the doors back to the company and was told that those are the only doors that they had in stock. So my mechanic had to find another vendor to purchase a new set of doors. So the delay in repairs has nothing to do with my mechanic. It has to do with USAA providing a SHODDY company who provided my mechanic with FAULTY doors and they're refusing to acknowledge anything on their end.

Anyways, I was called by Enterprise on the 21st and told that I have to return my rental vehicle on the 25th. Immediately I contacted USAA and they told me don't worry I will be extended and covered by insurance. The day of, however, I get a call from Enterprise saying to return the vehicle. I then contact USAA and get told "no you're not going to be extended. Return vehicle."

At this point I'm confused. I was told that I would be able to get an extension on my rental vehicle by my insurance company just 4 days prior. A few minutes later my mechanic contacts me and says that he got off of the phone with members from USAA and they told him that I don't need to worry about the rental vehicle because everything is processed. Meaning I can keep vehicle until the 28th. Which is the day my vehicle will be done with repairs. I tell him that I just got off of the phone with them and he advised me to contact them immediately. Which I did. And they told me no I would not be covered for an extension because of the delay in repairs.

I then contacted my mechanic once more and told him what was relayed to me and he explains the door situation. So once more I contacted USAA and the representative tells me "you will be covered for an extension until the 28th." They later call me back and say that they are sending my account details to their manager for review. Because they are unsure if they can extend my rental vehicle.

I spent the entire day back and forth with my mechanic and USAA only for me to get the WORST customer service. Representatives were refusing to give me their extensions so that I couldn't call them back. They THEN CALL MY MECHANIC AND TELL MY MECHANIC TO TELL ME THAT THEY HAVE A RECORDED CONVERSATION stating that they told me not to drop off my car until all parts were ordered and at the shop. They said that I picked up the rental vehicle on the 11th of October before I dropped off my personal vehicle on the 13th of October. Which is a complete lie. I picked up my rental vehicle the exact day that I dropped off my personal vehicle which is in fact on the 13th of October.

I am 21 years old and I NEED my vehicle for work purposes. I live too far from my job to rely on public transportation. No matter how many times I have expressed my frustrations with the representatives I get absolutely nowhere. I don't feel that anybody who pays for service should be treated this way. I make my payments on time every month. I have been a great driver. No accidents prior to this incident. But this is absolutely unacceptable. Nobody deserves this. They have been giving me the runaround all day long. And at this point I am just returning the vehicle.

I spoke with Enterprise and they were understanding and allowed me to keep the vehicle one more day. Free of charge. So I will be returning later today October 26th 2016. I cannot believe that this is the service that I pay for monthly. I am currently looking for a new insurance company. An insurance company that actually values their customers.

They were horrible and evasive throughout the entire process. They sent an appraiser from another state, and he spent all of 5 minutes looking at my car and then the garage acted like they were afraid to write a supplement for the additional damage they found. It was such a horrible experience I am going to cancel and find another company, and I have been with them for over 30 years. I don't know what has happened to good business in this country. Everyone is out to cheat the customer, even the one company that I still thought was worth the money I pay them. Sad.

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.

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!!

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'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 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.

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!!!

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 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.

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.

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.

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!

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!

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."

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.

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.

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.

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.

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!

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.

My PTSD was through the roof. I can't begin to tell you how mad I am right now. I know I told him I only wanted a simple auto quote and was not going to sign up today. I guess they hire out of work timeshare salesmen to man the phones. Do NOT WASTE YOUR TIME WITH THIS POOR EXCUSE OF A COMPANY! Then I have found no good reviews by people who have, or had their service...

I reviewed the estimate and noticed they were charging me $1,010 just to replace the hood on my car; rather than repair the hail damage. The estimate looked inflated to me. I contacted USAA asked if could get another estimate and was informed by the USAA representative that it did not matter if I got another estimate. They had already decided to total my car and there was nothing I could do about it. I stated that I did not want to total my car and was told that I have two options total the car and receive the $4,329 payout or I could buy my car back for $2,500 (a car that cannot be replaced for less than $8,500).

I contacted one independent repair shop. The gentleman gave me an unbiased estimate to repair my car for $3,007 and explained the estimate. His estimate to repair the hood was $475 of the total repair bill (a difference of over $500 when compared to USAA’s *preferred* shop). I showed him the estimate from the other shop and he agreed it was inflated.

I asked USAA to accept my estimate of $3,007 and NOT total my car; USAA refused. USAA was determined to total my car and they sent me $2,500; since I decided to keep my car. I argued the damage to cash value of the car: $3,007/4,327 = 69%. I asked the USAA representative what percentage of damage to value they used to determine if a car is to be totaled and he refused to answer me. I pressured him and asked the same question at least 10 times before he finally answered with 70%. So, the damage to value of my car is below their threshold and should not be totaled.

Think about this… If they're reversed and USAA decided the repairs estimate should be $3,000 and my shop determined the cost to be around $5,000; USAA would have only paid the $3,000. This is an *unfair business practice*. USAA knows this and they also know that my only recourse is to spend thousands of dollars on legal fees and take them to civil court. I am confident I would win, but the cost is not worth it. I visited a few local car dealers about my experience with USAA and learned that the auction value of my car was over $5,000. USAA wanted to auction my car for $5,000, while giving me only $4,329 (minus my deductible). USAA is making a profit at my expense. My driving record is impeccable. I have not received a traffic citation in 34 years and I have not been involved in a vehicle collision in 32 years. And USAA refused to work with me…

It took 3 weeks for USAA to 'determine' the car had NOT been stolen, but that it was a story my son (a pre-med student at UCSD at the time) had concocted. NOT A CENT was paid to me. I got an attorney who said it was very common. That there was no reason to fight it because USAA had attorneys on salary who would send letters, ask for depositions, make phone calls and basically ring up $10K worth of atty bills so it just wasn't worth my time. I swore I'd move the insurance, but jeez there's so much to move and recalculate and all the sq footage, make model, year etc. I didn't do it.

Well one month ago my truck was stolen after insuring it 11 years with USAA. Gone. I HATE dealing with them. Only when I call to change insurance do I get a person, claims go straight to someone's phone machine. They don't talk to you, they send you 'message alerts' which aren't always convenient to get and I don't trust that system. The messages have been rude, condescending (here's one when I asked what about the stuff inside the truck: "you have already reported there was nothing of value inside the vehicle" working FOR me? You better not believe it!), and confusing. Forget about talking to a real person.

It has been a complete nightmare. First they refuse to reimburse me for equipment I can't PROVE I had, which was on the truck when I started insuring it 11 years ago. They want actual receipts! Who has that? I didn't get all those from the owner. But I do have some photos although they have said they aren't acceptable. I'm pretty sure they can be made to accept them as proof... "GO PHOTO YOUR CAR RIGHT NOW!! All 4 sides and inside!!" They told me the side shots (of running boards) weren't acceptable because it couldn't be proven it was MY truck. Honestly, with the same camper on it in all the photos?

They use "comps" not a formula like Kelley's. USAA used to have their own 'blue book' but no longer. I had a diesel long bed, their comps gas short beds. How do they determine the value of the lack of that equipment/trim? I cannot even find a diesel long bed for sale in US that has less than 100K miles without being 5yrs new. So they use comps that have 300K miles and comps that have 12K miles.

I thought I was insuring for REPLACEMENT. The equipment will not be replaced. I can't even find a truck to replace it with! There is no help with that. AND BE AWARE that if you have contents, especially in a big ole truck, that is a separate claim with a separate deductible. UGG. Contents go to home insurance, which my deductible was $5000 because I was thinking hmmm--fire? Flood? Hurricane? I did not even consider if my vehicle was STOLEN which I have no control over, that contents would be considered a HOME peril.

Just furious and with myself for not switching. A friend told me he became fed up with insurance about 10 years ago, put his property and cars on the minimum amount required by law and then an umbrella policy. Didn't even insure his paid for house... and he figures by now he's saved enough to buy 2 new cars with NO claim hassles. That is advice I'm taking. If everyone quit paying for insurance that actually only covers about 1/2 what they think they are paying for? I guess insurance companies wouldn't be houses in the tallest skyscrapers in every city. What a scam.

Prior to USAA I've used GEICO and Allstate, I'm going back. I thought USAA was a non-profit, actually they're to help the military... I find it is as ruthless as any other company and WORSE since you cannot talk to real people there. Since when do we pay for insurance for decades and then have to fight to get a claim paid? Will not go through this with USAA again.

I called USAA (this is 9 days later, at this point, which is how long it took for me to get in touch with them) and they reported "We still need to take your recorded statement," once they did that (again - 9 days later, when my memory was no longer fresh), they said it conflicted with that of the insured and they would need to get pictures of the insured's damage to determine final liability. A day later my collision center says they have spoken with USAA and USAA has accepted final liability of 50/50 - the collision center stressed to me that they asked several times to make sure it was actually FINALIZED. I call USAA and they report to me it is NOT FINALIZED and they are still waiting on pictures from the insured. Several days later, my Geico representative calls to tell me USAA has finalized at 50/50, so I call and ONCE AGAIN they tell me that the liability has NOT been finalized.

At this point, I still don't have my car, and it has been 2-weeks since the accident (going on 3). Every time I speak with USAA I get a different response. I still have NOT spoken with the actual claims adjuster (who never saw either vehicle in person) despite having left her multiple messages. My collision center has also left her multiple messages and been unable to reach her. I have yet to receive a SINGLE CALL from USAA in the last two weeks, despite their claims to the contrary. At this point, I'm pretty sure they are just hoping I'll go pay 100% so I can get my car back and then they can back out and say 50/50 or 0/100 liability, in which case I'm screwed and have already paid so have 0 leverage. This is the first accident I have personally been in, and it has taught me so many things, including never to trust USAA.

On 8/17 spoke to rep Tracy and was informed I had to wait 10 days till the old policy clears!!! I asked to speak to Higher Level of Support/Manager and was asked if they can take my number and someone will call me back in 24 HOURS! I stated NO, I want to speak to a Manager and will wait on the line. Waited for what felt like an HOUR and finally got on the phone with a manager (Brad) who informed me what the other representatives failed to tell me to complete an Coverage Selection form required by my state. Once this form is completed they can reissue my insurance policy. I was then transferred back to rep Tracy who walked me thru completing the form I faxed and emailed the form back. I was also told by rep Tracy that no additional down payment is needed (later on this was a lie and had to pay another $200 to be my policy reinstated).

On 8/18 by rep Tracy contacted me to advise she made a mistake and there are (2) boxes that need to be checked off from the form. I completed this and faxed back and uploaded to USAA Website. On 8/22 rep Tracy call me to state they received my form, all is well, need to wait for the old policy to close to open/reissue my car insurance policy.

On 8/23 voicemail message from USAA I am missing the signature on the form. I called back and speak to rep Jerrad who was the best and professional and explained he sees the completed form with SIGNATURE and will reinstate insurance but will need to pay $200 for the new policy. At this point I paid the $200 to get my policy as I do not want to drive without insurance. The customer experience is the WORST and I would have rate less than 1 star if I had the option. They failed to properly inform the customer 1) Coverage form needs to be completed otherwise NO INSURANCE. 2) USAA Systems are not reflecting coverage form with signature. 3) Escalation process need major overhaul. 4) Misquoted by rep that I did not pay additional monies.

E.g. a couple of years ago, my car is broken into and bunch of stuff was stolen. USAA's auto insurance policy doesn't cover personal property in the car because the state of Colorado's insurance laws don't require them to do this. So much for doing the right thing... They wanted me to file 2 separate claims with 2 separate deductibles. This is not the company it once was. Active duty guys. Don't buy the story. Go out on the open market and find a different company. These guys are scamming you. Fellow veterans, vote with your feet. Absent a chance in leadership and culture, this once great brand will continue to be subpar.

When I called to discuss this and to ask that I purchase $800 worth of tires that were 2 weeks old along with alignments they said "it does not matter. We will only give you $100 for the tires because they are in good condition", but did not hesitate to deduct $50 because the driver seat too dirty. When I called to complain and disagree they said it does not matter that I disagree and if I want the tires I could go get them. When was upset that it took over a week to get my money they said that I will have to fedex my title to them then track it, call them when it arrives and they will issue payment.

When I said "that was not acceptable" they said then I will have to drive about 100 mile roundtrip to their facility to give them the title and HUNG UP on me. A lot of work for someone not at fault and their insured person hit me. Luckily my family was not injured because it could have cost them A LOT more after I sue. If you want to be treated fairly DO NOT get USAA Insurance.

I freak out when driving and someone is turning. Now 7 mos later they want to settle with my medical to date (and my medical will be ongoing) and $1000. I am over $25k out in cash having to take out loans and use credit cards, as well as borrow from family to survive the last 7 months of my expenses, including my prescriptions, some of which I have done without due to the cost. I would not have been in this position had their client not turned straight across in front of me. She has had previous traffic violations including accidents and open container.

When I challenged a representative in their insurance department that I had numerous experiences where their employees demonstrated that "they do not know what it means to serve" his priceless response was that he had served two tours of duty in the armed services and then hung up on me. Clearly, he was not familiar with USAAs commercial or their corporate slogan. I called the Office of the President to bring attention to the lack of common sense exhibited by their employee. They assured me that they would listen to the recorded call. While they agreed with my interpretation of their slogan's intended meaning that "USAA knows what it means to serve their members" and not only that "USAA knows what it means to serve in the military" they were unwilling to call out their employee for his rude and irrational limited misinterpretation of their slogan and his abrupt termination of my call. I only wish this was an isolated incidence, but it is not.

I have had misinformation and poor service from people in their claims department, credit card fraud department and banking, including by employees with the title of Director. To me it is more important to measure a company by how their respond to legitimate factual complaints about mistakes and errors in judgment of their employees and what they to mitigate or correct the error than that they made the mistake in the first place. But either measure, number of employee mistakes or actions of management to mitigate or correct the mistake, USAA has repeatedly failed with me and thousands of others who voice their issues on a variety of complaint blogs. Just Google “USAA complaints” and see for yourself.

So Elizabeth informs me that I do not have the right to repair the car at a repair facility of my choice, and that USAA has some right to refuse to pay on the claim. Long story short I had it repaired at a shop I trusted instead of a shop that would put second hand parts on the car. As of Today USAA claims that they are finally going to get what they need from their shop that did an appraisal so that the claim can be paid out tomorrow. We will see how this works out, if it does not come out favorably I will just file in court and deal with their attorneys. At least they will know what the laws are in the state of Missouri.

Now to the Personal Injury side of things. Elizabeth again seems to know more about how things happen in injury claims than I do. According to USAA guidelines they will not pay ongoing medical treatment for injured parties in an accident. The parties are required to pay for all of their treatment themselves and in addition USAA will not settle on a claim until all of the injured treatment is concluded. So in their system an injured person who cannot afford medical treatment to get better will not ever reach the conclusion of treatment and get better or back to their original condition.

When I told her I should just file in court she stated "All you are going to do is give away 40% of your claim and get less" than dealing directly with her. She really needs to go back to customer service school and learn that if she wants to save the company money on claims where the in direct neglect per se, she needs to be nice to the person who is on the other end of the line.

The horrible customer service perpetrated by USAA is just not worth the savings! Time for me to go car insurance shopping for my three cars. Yep, did I mention my and my sons car as well? Congratulations Takia and Princess (couldn't make those names up if I tried!) You have served USAA well in their "lose one customer at a time" business model!

Fast forward to today June 29th 2016. I call to have an auto payment set up & they tell me that I owe them 600 something dollars on the next billing cycle. I freak and ask why they say because in May the DMV notified them that I had acquired my license and therefore WITHOUT MY CONSENT they changed my auto policy to the "correct" fully coverage one, which I thought I already had, which bumped my payments up from $153 a month to over $500. When I asked why I had not been notified immediately they say "well, we sent you a notice in the mail". So let me get this straight. I tell them "You issue me the wrong policy to begin with and make changes to my account without my consent?"

The person on the other end just replies with "yes, I can't tell you why because I don't know myself" I've talked to two people who refuse to put me on the phone with a manager & CLAIM they can't see who issued me the policy when I KNOW their systems logs every person who's made changes to the account. So I'm stuck either paying $600 dollars or have my insurance suspended and have to shop elsewhere. USAA is a scam. Their employees are undertrained and will do whatever to make a buck. Beyond ridiculous.

I called USAA recently after I received a letter advising me that due to no fault of my own, and simply for living in Texas, my rates were going up. On the call, the rep reiterated that I had an excellent driving record that my rates were going up for reasons unknown other that I lived in Texas. This is offensive and unacceptable to me. But while I was shopping for better insurance, I decided to upgrade my car. I have very good credit and have demonstrated 3 years of excellent payment history with USAA with one exception. I was hurt badly and spent time in the hospital and that ONE month I was 30 days late. ONE TIME in three years.

Over 30, times, I paid OVER the amount and early, but that was not given ANY weight in determining the loan percentage rate. We had a terrible hail storm recently in the DFW area and I filed the claim with USAA, also my insurance company. They did process the claim quickly, but it took a WEEK to get the money from USAA to my Capital One checking account. USAA insurance put the money in pretty quickly, but the checking is deplorable! Antiquated, sluggish, excessive ridiculous unnecessary hoops I had to jump through just to get the money from MY USAA Checking account to MY Capital One account. In this financial environment, with as many security features that I have to clear just to log into my account, that is just ridiculous and frustrating. It put my new car purchase in jeopardy, as that was the down payment for my new vehicle.

When I spoke to USAA about extending me another loan, I was just plain pissed with what they came back with. 3 years ago I was rebuilding my credit so the 13.5% rate was reasonable. 3 years late, with all problems corrected and removed, I now have excellent credit and when USAA offered me a loan at 13.75% I literally told them articulately what I thought. I was able to get a below 5% rate with the dealership BTW. THAT is how USAA treats its loyal customers.

Insurance: Raises your rates for no reason. Auto Loan: Give you the worst possible interest rate. Checking: Make it incredibly difficult to get your money. And the grand finale: I just got a call from the place that did the appraisal on my hail damage... USAA just sent them a check for the exact same amount I had to fight to get from my OWN checking account. Let me reiterate, I have spoken to customer service AND the executive resolution team, repeatedly - all you will ever get is policy quoted and repeated. Epic, catastrophic fail USAA, you're losing ALL my business.

We have medical coverage with USAA and were contacted about submitting medical bills and how the procedure worked. They paid out on my son’s bills and a small payment to some of the outpatient procedures that the doctor had ordered for me. But once the big bills started coming in we started having issues. At this point we have now had 17 claims adjustors (literally) and never a straight answer as to what else is needed to pay these bills. We have faxed hundreds of pages of medical records, itemized bills, doctor’s notes and so on. Every time only to be told something is missing and they need more information. We have talked to supervisors who claim they are working on this issue, managers who say they will personally request the information needed and told that they just got the records and it takes time to go through them.

This last time we were told that since my back was pre-existing because of a surgery 4 years prior, they needed one years’ worth of records to prove I was not filing a false claim. I have a 12 inch scar up my back and rods and bolts all through it and I can't bend over like a normal person anymore since the surgery from the car accident. Keep in mind that this claim is now going on three years and no end in sight. I have had the same surgeon for all surgeries and he tried different medical treatments before coming to the conclusion of doing the surgery. After all, just going under the knife and having to rehab from this kind of surgery is no easy task, so to now be told of a possibility of myself filing a false claim is ridiculous. This company has made it clear that they are stalling until a 3 year medical time limit law runs out for me. Which I only recently found out about.

As of my last email they have flip-flopped from needing more documents, to they need time to look it over because it looks questionable. I have requested that they explain the delay, and as to why after almost 3 years they are now all of a sudden backtracking, only to be ignored in countless emails. They do not return calls, answer email questions, or send the documents requested on numerous occasions. They email when they feel like, and blatantly ignore my questions or requests, and just change what the problem is time after time. It is a shame they act so horribly towards their customers when the almighty $$$ is concerned.

I will continue to spread the word on all social media and online resources available to me, as to how they have deceived and lied to a handicapped person for 3 years. They do not take care of their own, as they have you believe from their commercials. Several of my family and friends, 1 of whom had been with them for decades, have already dropped them. Sad day for military people all over the country when you are beaten down by a company that claims to support military. The only thing USAA supports is greed and profit. You and I are just a dollar sign to them

Needless to say, my car was totaled out. I then received a 17-page document in which USAA devalued my car, stating it was in "good" condition compared to all those listed in the 17-page document which were in excellent condition. How about that for amazing! (sarcasm). I was told they would not change their rating that they were right and always were right and knew (the guy was from Texas) my car was not in excellent condition. Wow!!! His vitamin A levels must be off the chart - great vision (also sarcasm). No stains in my car (I have no kids at home and no pets and I don't eat in my car). No dents and no scratches and no dings. New tires. (Of course this is BEFORE their driver SLAMMED into my car!!) LOAD OF CROCK!!! So now I, at no fault of my own, am SCREWED!!! BECAUSE OF USAA not willing to MAKE THINGS RIGHT!!! Their driver messed up.

The adjuster, MARCUS, actually had the gall to state it was only an ACCIDENT. - yes, he said it was an accident - that his driver didn't mean to hit me. SERIOUSLY!!! So what, that makes it okay??? And then they throw a couple of dollars my way??? But yet, I CANNOT GET A CAR LIKE I HAD because of their driver's booboo??? I was actually told by Marcus that this is the way insurance is handled. The person at fault generally ends up in a better situation that the one who was just minding their own business. WELL, THANKS USAA!!! Way to stand up and take responsibility -- meanwhile driver's like me will just bend over - NOT! This victim is planning on taking it to the attorney! -Very dissatisfied doesn't even begin to describe my frustration!

I have had 3 phone calls with support that were over 1 hour, and 2 other phone calls that were over 30 minutes. I am STILL trying to sort out my account hold. I can't even cancel my account with them until this hold is resolved. This is by far the worst experience I have ever had with any company. Everyone I talk to is not trained on the problem that I have, and the only people that are able to resolve it do not have an inbound number. I would do anything to never have to deal with USAA again. Unfortunately, I have to keep dealing with these people, but I hope that I can save even 1 poor soul from dealing with a nightmare like mine.

But, a couple of years ago I happened to mention to one of their customer service reps that I had repaired, out of pocket, some damage I did to my car when I scraped a pillar in a parking garage. She told me that was considered an at fault accident, I should have reported it and that she was going to submit a claim and that would affect my insurance rates. After talking with a couple supervisors, I finally got that sorted out -- I think (who knows what they have in their computers). No longer will I be off guard when talking to them about any issues.

Regarding "Wealth Management". I no longer use their financial planners. They changed planners every six months or so and were not structured to handle my individual stocks heavy account. I need someone who is familiar with my account who can advise my heirs when I pass or become unable to manage the portfolio. I have since secured the services of a private fin planner; interestingly one who serviced my account before leaving USAA. I still have a brokerage account with them - using them to buy/sell -- and am reasonable happy.

Most noticeable in my interface with USAA is the customer service reps. "Back in the day", they were former or retired military who were knowledgeable and experienced, who I could rely upon to have my best interest at heart and with whom I felt I could partner. No longer. Today, they seem to be just entry level kind of young folks for whom this is just a job. Oh, they call me by my rank and thank me for my longevity with USAA. (Incidentally, that rank thing is of no importance to me - I'm not one to glory in that; that was a different life.)

In any event, that insurance rep was, for me, the denouement of a gradual change in USAA. The proverbial Rubicon, so to speak. From that point on I will never again volunteer info to them and don't feel that I can trust USAA to be a valued adviser with my best interest at heart. In my view they are becoming just another company. And, for the first time, I'm starting to compare their rates around the insurance community. In the star ratings below, I've checked 3/5 - Satisfied. But, that would have been 5/5 - Would Recommend to a Friend - a few years ago.

All three vehicles were asked to be changed. The response on one of the vehicle, "sorry you're not covered". I stated I know there is a problem with coverage. I had asked for it to be fixed. As you can see there is not much concern for helping, just an apology. Just read the other 916 reviews. I now have to pay for an accident myself, that I should have been covered for if someone had done their job. I will have no way to pay for the medical attention I need simply because USAA does not care. It is against their guidelines to help you out.

I am in an industry that we have paid tens of thousands of dollars to fix a situation simply because we care about our clients and our company's good name. The company that is suppose to be there to protect the military has no interest in doing just that. Don't waste your money. There are many other insurance companies out there that will truly look out for your best interest, and would gladly have your hard earned dollars.

WTF!!!??? Only a FRAUDULENT, UNprofessional company that runs SCAMS on people do this kind of thing! I've had to put all of my online accounts, cards, and everything else on security alert because I think this company is nothing but a scam, looking to screw you over for your information, whether you give it to them or not. This company is a liar and a fraud. Watch out and be careful you don't get this kind of letter from them when you NEVER gave them your information!!!

We have never filed a hail claim and have been with USAA for many years. We went with USAA to have the peace of mind in case of an incident were to occur. We didn't go with another insurance company because we didn't want the hassle of dealing with **. Here we are dealing with USAA **. We thought USAA was different and took care of their members after but after this ordeal USAA is no different. We are very disappointed with how USAA has treated us as members. Very disappointed and still waiting for this paint analysis, see how long that takes. Mother Nature damaged my car and USAA request a paint analysis... REALLY!!!

While I'm filing a claim with USAA these two are standing over to the side holding a conversation about their personal lives as if there wasn't just an accident. His truck wasn't damaged so he didn't care and he started to get impatient after a while and wanted to leave as if I was inconveniencing him (keep in mind he just slammed into my car and I had never been in accident until then and I've been driving for over 15 years). So USAA seemed to be extremely helpful at first. They got me a rental car while my car was in the shop and paid for it which I appreciate. I paid my deductible which I was not at fault for the accident so it should have been waived. It is about to go on two months now and the person assigned to my claim has not contacted me. I have to call them to see what's going on. I was told that the other driver is not complying in contacting USAA to give his statement and that they will keep attempting to contact him.

More time went by and I contact them again for the status of my claim and I was told he still haven't contacted them. I was also informed since it's a member to member that what "might" happen is they will drop his insurance and I would be able to sue him in small claims court for my deductible and the final decision may take some time (Unknown amount of time by the way). This had me baffled especially since I was told that they found him at fault but because he's USAA member they aren't going to reimburse me for my deductible. This leaves me paying for an accident that I did not cause and the other guy getting away with a slap on the wrist.

The person assigned to my claim hasn't given me information on my claim. I have to call them and find out what's going on and when I do get in contact with them I'm told the investigation is on going. I also contacted them several times through their app and was given a cold response that they will be back in contact with me when the decision have been made. What I am looking for out of an insurance company is for them to at least give me an update of what's going on. It doesn't have to constant as I am aware that I am not their only client but an email here or there saying that they are still working my claim instead of me having to contact the company every couple of weeks.

I am shopping around for new insurance because if ignoring a client and leaving the not at fault member paying for the accident is how they do business then I will take my money elsewhere. If this is how they respond for a minor accident which both parties walked away, then I can only imagine how horrible their service will be in a major accident with USAA member to member involvement. Also to add, a month after the accident I receive a letter stating that my insurance policy will be increasing due to accidents in my area. How conveniently after I just filed a claim for my first ever car accident.

This whole issue is stressful because I'm dealing with an USAA member who is purposely not contacting USAA and an insurance company that is protecting the at fault driver and themselves. Now I'm waiting on the other driver to respond to a final notification attempt to contact letter that they sent to the other driver and he has 14 days to respond. Yeah good luck with that one. Seems like I will be heading to small claims court. Thanks USAA and other driver involved for the added unnecessary stress.

I was just informed by letter that at the end of July 2016, my insurance will not be allowed to be renewed because of the at fault incident and my other speeding ticket from two years ago. I have been a loyal customer for 12 years and have never missed a payment, and I also do my property insurance through USAA. I'm now shopping around for other providers. This whole thing is very disheartening. They said that I have the option of coming back on after three years, but I'll never use them again. What a horrible way to treat a longtime customer.

USAA's strategy is to devalue an insured's vehicle, show no flexibility or client appreciation whatsoever, and then take their good old time squaring up with their client on the settlement claim funds. If you ever have an auto accident and need to file a claim for reimbursement, I would highly suggest you avoid USAA San Antonio, TX employees Adrian ** and Michael **. They are non-responsive to their insured clients and will internally fabricate your claim for their benefit and your loss. Filing a formal complaint with Georgia's Insurance Commissioner.

Finally got back with the adjuster on the morning of 4/27/2016 and was advised he was coming from Ohio as USAA was bring adjusters in from elsewhere. My appointment is set for 5/4/2016 and the adjuster as well as USAA advised me his identity. Thanks to the adjuster and the quick work of the USAA representative, a glitch in my policy was also identified and corrected on the spot. Now it's out of USAA's hands of them or me finding someone in the area not already committed to working on roofs, from the 2 earlier hail storms, let alone the one on the 25th.