USAA Homeowners Insurance Reviews

Based on the Mueller report, they revised their estimated rebuild cost to $536,000. We called again after receiving the most recent rebuild estimate and again asked for an explanation. The representative we talked with, Alex, was most polite and professional and explained USAA estimates are based on the average cost of rebuilding in our community using their Xactware Software program and they would choose the person or company to rebuild our home in the event of a catastrophic event. We would not be able to choose our former builder to replicate our home. This was brand new information to us and we have not yet determined whether other insurance companies have the same protocol - Using a software program to estimate cost and choosing the building rather than allowing the homeowner to choose the building.

But we certainly found this information unsettling in view of our annual cost of over $2000 for our homeowners' policy and the escalating USAA homeowners insurance cost we have encountered in recent years. After over 40 years with USAA, we have gathered our declarations pages from all of our insurance coverage currently provided by USAA and sending them for quotes from other insurance companies. If you have homeowners' coverage with USAA, I would encourage to inquire about the details - How they estimate coverage and whether you or USAA would choose your new building in the event of a catastrophic event.

It makes me sad to write this review as, in past years, we have had excellent service from USAA. I would advise others to shop before choosing USAA. The customer service has definitely declined in the last 5 to 8 years. Although customer representatives are polite, they have not been properly trained to answer customer questions - Not the fault of the representative, but the fault of USAA for inadequate training before putting a representative on the phones.

We filed our claim over two months ago and are still waiting. During this time we've had several more heavy wind/rain storms. USAA sent an adjuster from North Carolina (we live in Ohio), who not only told us to get ten more years out of our roof (we literally have shingles that are warping and barely still attached and our gutters are so full of shingle grit that they are pulling away from the house), but also told our contractors they should do something that's illegal under our state's building codes. I fully understand that a contractor will usually push for what will get them the most money, but after seeing the pictures of our roof, we were inclined to agree with their decision.

I am incredibly disappointed with a company I used to be proud to be a customer of. We'd already had to raise our deductible because they jacked up the rates in our area and now we just seem to be getting the runaround on our claim. These guys were awesome when they only had deposit accounts, but I would steer clear of their insurance. Multiple other customers of our contractor have already gotten their roofs fully replaced while we're forced to sit and watch as our roof gets worse then fret about having to repair those parts individually as they deteriorate (which will cost a ton). This is our first and only claim and most likely our last year with USAA insurance.

Unfortunately after 60 days they sent me a check for $132.00 at 60 cents a pound for the items packed and broken by them. I was advised to contact my insurance carrier as the items were not found. When I contacted USAA I was told by several individuals that my renters insurance was cancelled when I purchased my homeowners insurance and since they only keep messages for 90 days they had no record of what my phone call consisted of and therefore they would not reimburse me for the items that were not delivered. I was very disappointed in the way this was handled. Their decision to pay nothing was based on their inability to have my phone call tape available. Nice customer service from a company that I've been a customer of for the past 35 years. Thank You USAA.

After sending in pictures, contacting Walmart for receipts that they were unable to get because of time, and not being able to tell them who got my the fire stick for Christmas and my watch for my anniversary I was passed on to a special investigator. I guess because my "spouse" couldn't be reached and I didn't have enough information they didn't want to handle my claim. The person they have harassing me Sandra ** is terrible! I will never ever do insurance with USAA again - I'm also thinking about changing back to Navy Federal. By far the worst experience for me and my children.

All fine and well, EXCEPT 18 months ago, the builder quit building homes, folded his tent and faded into the dark fog of night. Yep - he's a real dirt bag!! One of those builders. Now, here we stand, within months of age 70. We have never been in trouble with the law; never bounced a check and NEVER had any financial issues (our FICO score is currently 766). Yet we are now looking at filing bankruptcy. Our meager financial savings will be instantly depleted - they could NEVER cover the repair costs.

USAA's attitude is straight-forward - sorry buddy, but we operate by The Book - OUR book. It would be one thing if we had lived our lives as financial deadbeats, but that is not the case. We have ALWAYS lived frugal lives. LOOK what that got us!!! Now, every time I see one of those USAA commercials on TV, I must turn off the TV. That jingle about "being for the warriors and their families" makes me want to throw up. With a clear conscience, I CANNOT recommend USAA to today's young members of the force. Believe me - they aren't going to protect you and your family.

I own a rental property that apparently developed a small leak underneath the sink that caused some mold. I did not know about the problem because the renters did not tell me about it. What does USAA expect me to do to protect myself inspect all potential water leaking sites in the rental unit every 13 days? One of the reasons you get insurance for rental properties is to cover you for dumb things a renter might do. I suspect there previously had been a small leak somewhere in the sink area before as there was mold beneath the sink. But then the drain pipe beneath the sink became completely disconnected and caused flooding of my unit and the unit below. That is when I became aware of the problem and immediately contacted USAA.

I assumed USAA would at least allow damages to my unit secondary to the huge acute leak that flooded the lower unit, but a month later they are still denying the claim because of the separate slow leak that caused mold. The last person I spoke to at USAA, Supervisor Bill **, admits that the flood from the disconnected pipe did damage my unit beyond the slow leak damage, but he still denies my claim after consulting with the Claims Service Director, Craig **. Mr. ** supposedly will contact me personally on Monday. Maybe I can reason with him, but I'm not holding my breath.

Below is the direct quote Mr. ** gave to justify his denying my claim. "We do not insure for loss or damage consisting of or caused directly or indirectly by any of the following regardless of (i) The cause of the excluded event or peril, or any other cause of the same lose, whether or not any other cause acts concurrently or in any sequence with the excluded cause, peril, or event to produce the loss." My wife is an attorney and she does not understand it either.

Updated on 5/13/2017: Finally got to speak to a claims supervisor after several weeks of trying. No change in their apparent view that drain water drains upwards with enough force to rise two feet and push thru a seam and seriously stain a granite countertop in my rental property even though the leak did not stain the floor beneath the sudden and accidental leak they are required to pay for. They want more evidence. Blatantly obvious photos not and the law of gravity not enough.

We finally got a hold of this lady's boss to explain the situation. It barely helped. We lost out on a very good mortgage rate because the lady never locked us in! Unfortunately, we did not find out until a month later, had to pay an extra fee, and had no record because it was a phone conversation. Fast forward to CLOSING DAY, and USAA STILL HAD NOT SUBMITTED OUR PAPERWORK TO THE ESCROW/TITLE COMPANY!! We were literally in the office, everyone on a phone, trying to figure out what the hell what going on!

Next, we cancelled our homeowner's insurance and went with Geico because it was half the cost (in July). USAA, whom we had our mortgage and homeowner's insurance through, never sent the money to Geico. I received a letter stating that Geico was going to cancel our insurance if they didn't get paid (in September - days after giving birth to our child). Five phone transfers with USAA's customer service later, they sent the money. However! I later received a letter (in December 2016) from Geico stating that our homeowner's insurance ended in September because they never received their money!! Another call to USAA...

Finally, we just received (March 2017) USAA was having difficulty renewing our homeowner's policy from our previous address. We called USAA, they NEVER CANCELLED OUR HOMEOWNER'S INSURANCE POLICY BACK FROM JULY 2016 when we told them we were moving and asked to transfer the policy!!! Needless to say, we are now in the process of filing paperwork to backdate a refund. We are also working to completely move all of our business with another company.

So, in spite of the fact that my direct neighbors had full roof replacement and my roofing inspector concluded same, they dug in their heels on their position. I refused their inadequate offer. Fast forward to 2015. Hail storm. This time my roof inspector and THEIR ROOF INSPECTOR recommended an entire roof replacement. So what do you think happened? USAA said that because we didn't act on the 2013 claim, the statute of limitations ran out and they were not responsible to fix that half of the roof!! So, although the entire roof is in need of replacement, they will only replace half the roof gain, but charge double the deductible ($5,000) because the incidents happened in 2 separate years! UGH. Let's unite as consumers and stop this type of abuse from "member based" companies like USAA HOMEOWNERS INSURANCE.

With USAA, you can never talk to the same person twice. All you get is a call center 800 number and you deal with whoever answers the phone. Each year for 5 years, I go through the same hassle of perhaps 5 different calls talking to different people, being put on hold for 15 to 30 minutes, being told they figured it out and then finding it didn't get done and starting over with a new person. I asked if the agent could just figure it out and phone me back. Their response was, no, because it is a call center and as soon as they hang up with me they would get another call! So I wait on hold for up to 30 minutes per call. I asked if they have a Consumer Support or Problem Resolution department, but was told no. I asked if I can speak to a supervisor or someone higher up since I go through the same 8 hour frustrating hassle each year and finally get what I need, and again am told no.

The agent has said they enter the solution in my file to make it easier next time, but it never is any easier! I ask if I can email them what they sent me last year so they can see what I need, but NO, they cannot receive email. Nor can they send email. Instead, they post the new document on their online site which is a real hassle to log in to and finally find your message center. Then the document is never there so I start all over again with a new person.

Finally I find a competent person who makes the correction with no problem. I even get their name and employee number, but that does me no good next year because you cannot ever get back to the same person. You have to go through 4 more incompetents to finally find one employee who knows what to do. What a useless and totally consumer unfriendly bureaucracy. USAA is as bad as the Federal Government. All will go fine as long as you just pay the premium and do not have any need to contact them, but when you have to contact them, be prepared for the ridiculously inefficient to begin! I am totally anxious about one day having a claim and having to deal with the same unfriendly bureaucracy. You'd probably have to hire a lawyer.

Didn't make me feel good and I had to take out a loan to fix the roof, but ignorance did put me at fault. Now after having a new HVAC system put in and having the AC people come out twice because I felt water was coming into the hall because of it, the last big rain saw an actual flood in my hall that I figured either came in through the drainage pipe on the HVAC or a roof leak in a 4 year old roof. USAA started the claim just fine and the adjusters I was working with were helpful in telling me how to get the leak found and water mitigated, as well as a contractor to bring in for flooring replacement. The leak specialist determined the water came in through a chase pipe that actually holds the drain pipe and 2 other lines running from the outside unit to the inside HVAC closet.

The tech had not waterproofed it, so as dirt washed out of the pipe, more and more water was coming into the house, this time 8 hrs of rain gave it complete access to my house. A chase pipe is set into the foundation, so dirt covers it and the leak tech turned a hose on over it, then walked into the house to film the water coming up into the floor under the HVAC closet. It didn't take him all of 5 minutes. He told me to have the AC company waterproof it inside and out. I had hoped USAA would press the AC company to pay the damages, the way they do drivers at fault if I am hit on the road. Turns out when the claim info on the leak showed up, along with pictures I took showing them the pipe wasn't waterproofed, folks above the adjuster I was dealing with decided this wasn't a leaking pipe, it was flooding and they were not going to cover it. I don't live in a flood plain and in 35 years have never had water get into the house from rain.

The definition apparently is groundwater. All water that doesn't fall on a body of water becomes groundwater! Would it have had to fall directly into the pipe to qualify? And who did they ask if it was due to flooding - the contractor that stood to make money off both of us, had I not found another contractor for $3000 less and had been discussing how unbelievable it was that the HVAC company refused to take the blame or that USAA was thinking about not allowing the claim. Now that he wasn't going to get the job and had to tear up the check they sent him for the work, he has become the expert, though he never saw the initial damage or the leak reports! I am so tired or being pushed around by people who don't mind taking my money but have enough weight to think they can walk all over me. And if you try to sue...do they cancel you?! Is there a governmental body that oversees insurance companies?

Our siding, however was determined to be in need of repair and USAA paid to have it replaced. So the question is, "How can the siding need replacement but not the roofing?" Especially since houses on both sides were being funded to replace both. When we moved 2 years later it cost $5,820 to have the roofing replaced. Another family was similarly snubbed as a woman came around with a clipboard listing those of us military families that USAA did not pay for our hail damage. Her list was over 30 names long. I recently was contacted by MOAA to renew our membership, but I told them their association with USAA has caused me to not renew. USAA soon contacted me and said they would look into our 2005 claim. But then called back to say they only keep records for 7 years and could not help. So, no, USAA does not have the military's back if it involves more than one insurer at a time. I would recommend not doing any business with them.

I thought USAA was beyond the corporatism that we see in today's society. Rather than investigate the origin of the fraud, they instead send the victim, me, a letter stating to be more cautious. Good job, USAA; you impugn the victim and protect the bottom line of your accounts rather than showing a measure of concern for your clients. This is shameful.

September comes, work is starting. There's more that needs done that wasn't able to be seen until the old roof was removed. Now, the total invoice is nearly 3 times what USAA (under) quoted. They said everything would be covered, with the exception of some wood repairs (rotten wood) on my carport, which I was expecting anyways. They have received every quote, document everything in a timely manner, and here I am in January waiting on a final check to be able to pay the remainder of the charges from the roofer. After almost 14 years with them... I will be shopping for coverage elsewhere, which will mean I will close every account I have with them. They are not about "helping the military" at all. Maybe at one point, but definitely not anymore.

It's said that you never really know the value of your insurance policy until you really need it. What caused me to switch was so outrageous that I feel compelled to share my experience with others. When there are problems of this magnitude in any company, it is of no use to compartmentalize sub-divisions in our psyches for purposes of resolving cognitive dissonance. USAA dropped the ball, big time. USAA promised me I would hear from someone 24-48 hours after filing my claim. I did not hear from anyone for a week, and when the so-called "adjusters" finally showed up, they told me they were dispatched to the wrong address. Moreover, they weren't even adjusters. They said they'd never done this kind of work before and weren't sure why USAA called them. They didn't know what to do.

One of the fake adjusters told me to lie to USAA. I replied that when I file a claim, it will be accurate. I couldn't believe how unprofessional they were. After they left, I followed up with the state insurance commissioner. It turns out they are not even approved by the state. Over the next several weeks, when I'd talk to someone at USAA about my claim, I mentioned that they seem to have no interest or ability to collect and maintain ACCURATE information. Their quality has really tanked. It turns out the employees I was talking to aren't even employees of USAA.

Despite my best efforts to let USAA know where they were dropping the ball, nothing changed. They seemed to have little or no interest in raising the bar on their nonperformance. They even referred me to someone in the CEO's office where, supposedly, they strive for excellence. I told them everything that happened. They apologized and said that never should have happened and they were going to make it right. But nothing changed. Dealing with them took up lots of time and I regret now sticking with them as long as I did.

My claim was denied based upon fraudulent information compiled by a third-party unlicensed "adjuster" who is not even employed by USAA, but who USAA dispatched to my home anyway, one week too late. In short, USAA is not the company it once was. It is a different company, literally. Employees, vendors, and agents are not employees of USAA.

I had no issues with their auto policy. But the whole company, overall, is just a joke now. I followed all their instructions, did exactly as they said, and gave them lots of opportunities to correct their errors. In the end, they never did and I paid the price. Get out before you actually need them to follow through. I totally do not trust them at all now. I will not wait for an accident to happen before relying on my insurance carrier. I know them now to be unreliable.

Flash forward. Mind you my claim never got settled. December 30th, it flooded again... My television shorted out again. I made a claim. They called my apartment complex manager who of course to cover her own but said "oh I only know of the one time." Again my representative says it's another representative I have to talk to until now it's January 2017 and now a special investigator unit is handling my claim. Not only did one female representative talk to me so gruffly I thought I had done something wrong. But the special investigator comes out and grills me about my situations. Asked where I worked. Asked twice when I started working there. Now mind you I've had pneumonia and severe bronchitis for over a month and been on all kinds of medicine and been running really high fevers. But even now today January 7th 2017 I go to go into my app for the insurance website and of course I'm blocked from seeing my claims.

On top of that I go to the online website try to look at my claims and of course I get to wondering... Do they think I'm defrauding them?? So of course the curious over-thinker I am I click on insurance fraud on the website to make sure I haven't overstepped any boundaries. All I can think is this special investigator kept asking me if he pulled up my phone records would it show I called the office or this person or that person. So of course now my anxiety is running high because now I'm thinking “oh my gosh what if he's hacking into my phone?” Because now I can't go on the insurance app... and I'm of course freaking out.

Well now I'm really upset! This apartment complex manager knew my apartment flooded every time it rained and only chose to put in the system I called once or twice... I have black mold around my windows from the water. And half the time I just yelled out to a passing maintenance team member and they would come with their steam cleaner vacuum to remove the water. I'm so upset I've been a member of USAA for so long and I'm looked at as a criminal!! How dare you turn a bad situation where I am getting messed over by the apartment complex and turn it on me!! How dare you when I am literally so sick I'm doing great to even be coherent enough to post the pictures and send in the documentation you need. I trusted you USAA well now I do not and I will make sure I tell everyone!!

I said to the representative that it doesn't sound right. If my name is on the deed and the mortgage and I own 50% of the home, I should be able to have the right to my part in the home owners policy. She responded saying, "The only way you can have a say with the policy is if you two are married or your friend gives you power of attorney". Now to me, asking a friend to give you power of attorney over them for a home owners policy is the most, absolute ridiculous thing I've ever heard of!

When I spoke to a broker for home owners and Liberty Mutual, both of them said the same thing that it is crazy that I would either need to marry or get power of attorney over my friend to be able to do anything on a joint policy. When I called them back to find out why, the guy I spoke to couldn't give me a reason except "That's the way it's written. We can't change our policy" I just responded "Then we aren't going to use your policy. That's just the most ridiculous and craziest thing I've ever heard!" So be sure that if you look to this company for home owners insurance, that you either marry the person you move in with or get a power of attorney over them. Judging by other reviews on here, I would just avoid this company all together!

By the end of August it was clear that the mold was extensive and impacted all restrooms. At this point we moved out of our home. Our adjuster had still never been to the property. I had attempted to reach her supervisor but she was the acting supervisor for over a two week period. USAA would not give me a number to anyone other that the adjuster and their supervisor. My requests for a new adjuster were also denied. Finally at the end of September our adjuster showed up. Met with me, the contractor and our abatement company representative. We had a full quote for her a few days after the meeting as was requested. However, our adjuster took a vacation after the meeting prior to completing her work. The individual she said would continue work on the claim was not available and her supervisor is not an adjuster and was unable to pick up the work.

When she arrived back on October 20th she sent an email which stated she was waiting for information. I called to ask what she needed and she told me nothing that she just had to finish processing her estimate. Later that week I had to provide her all the same information that was provided 4 weeks earlier. The adjuster then stated she was still waiting for a report from the abatement company despite the fact the company had provided all requested information previously. When we finally received an estimate it was unrealistic. In fact she had lowered the allotment for the floors she previously approved for the USAA preferred contractor by over $2 a square foot. Other material and labor costs did not take into account the contractors quote where he had sourced specific materials.

An example of the ridiculous adjusting is that for a rebuilt kitchen in San Diego which is down to the frame (without appliances) they offered just over $9K. I have not been able to find any contractor to meet the pricing. Furthermore USAA uses a adjusting program that provides average costs yet it does not offer standard deviations. After calling the company that makes the program it is clear their material cost methodology is rather strong (but doesn’t always factor well for waste based on patching etc. ); however their labor cost methodology is not actually based on real jobs or actual work orders for an area. USAA advised me. I had been paid enough to get me back in my home even though the check required mortgage company endorsement. My mortgage company will not endorsed without a signed contract covering the scope of the payment. My adjuster told me that is an issue with the mortgage company.

Here I am without additional approval for alternative housing beyond the end of the month and no way to get back in my home. The last correspondence from the adjuster stated that she needed per sq. ft. or linear foot quotes for labor from the quote received 8 weeks prior rather than per job numbers. My contractor explained that my adjuster has required more than any other adjuster they have worked with. My adjuster also mentioned in her last correspondence that if I want to get a lawyer to let her know. I shouldn’t need to hire a lawyer to deal with my insurance company and me and my kids should not be homeless for the holidays because USAA is not paying for us to be out of our home and we have the coverage.

I've continually questioned the increase but no one knows. With the cost of living and cost of labor and materials, I expect a slight increase annually, but to more than double over the life of 7 years of extremely high. I have a second home that is almost 50 years old and only 1/3 the size of the above mentioned and that police is $800 annually less than the larger home with the same consistent increase in the rates. They always have the same scripted answer but can never explain how the value of my home decrease with age and market changes each year. Everything is based on their internal model of billing which my personal property valued is 1/2 the value to replace my home. They never send any to you home to even appraise or value anything.

As far as they know, my home may be completely empty, but I still pay the outrageous personal property value. I tried to negotiate the value of my personal items by providing receipt but was told, the coverage is a percentage of the replacement value of my home. This is a really bad experience and they never offer to make amends or have the home appraised. They claim to provide better service for military personnel but they are an independent company. Very poor service and you can never speak to anyone higher than customer service. I'm actively searching for another insurer.

Now, present in September my roof was leaking so I decided to call USAA and file a claim. It took a month for an adjuster to come out, in the meantime we got hit with a hurricane and made the damage worse. The adjuster filed it under my regular deductible of $1,000. It took another 3 weeks and I never heard from them, I called. They had approved the claim but decided to review it again and decided to file it under my hail and wind which is a joke. That deductible is 7,000+ dollars. I find it interesting they approved it under what the adjuster suggested but I suspect they didn't want to pay out so, they decided well let us file it under wind and hail. A second look after it was approved the first time!!! They never sent out a second adjuster for a second opinion just people sitting behind a desk. This is unacceptable. I guess they wanted to save that 3,000+.

First off the damage was to my gutter not my roof. Let me stop for a minute and explain that when I bought my house they were not concerned about the age of my roof - and I have had no other issues (when they insured me that did not come to take pictures of my house nothing - just make your payment and that is it). OK I can say that I had already had it in my budget to do a new roof. Needless to say I had the roof replaced in Apr and provide them a copy of the receipt.

Found out yesterday 10/31 from my mortgage company that I no longer had insurance - so I called upload a copy of the contract but that was not enough. They want picture. What the heck is going on with USAA. I have no idea what is going on with them but I am not a criminal - yet I have been treated like one. By the way the company that replace my roof and gutters stated that my roof was old but the gutter was due to the snow. I am not sure. Needless to say I am moving to State Farm.

An environmental testing firm, independent (per Colorado law) of the abatement contractor, collected samples and had them analyzed. The samples did come back positive. In the meantime, USAA switched adjusters a couple of times and when we finally reached our current adjuster, we kept asking him for an updated adjuster's estimate which should include removal of the hazardous materials. We've never received that estimate. The new adjuster said he thought the abatement contractor's bid was too high and he wanted another bid so he sent out USAA's preferred contractor to bid on the job. The original abatement contractor revised his bid as well. The USAA adjuster then asked my father which company he wanted to use. My father responded that he wanted to the adjuster's estimate. There's been no response since then. We are at an impasse as we don't know what USAA will cover or how much.

60 days later I was told that they were denying my claim completely. This has caused a loss of 10,000$ and loss of time with their delay in processing the claim which could have been used to attempt further litigation. The insurance policy had been in place for many months, and USAA had reviewed my policies numerous times and I had been informed more than once that the high dollar item policies were acceptable. My yearly premium for home, renters, auto, and high dollar items was 4800$ a year and USAA has refused to process this claim in a timely manner, claimed that they policies they issued were invalid, and failed to properly process this claim.

Imagine my surprise, if you can, after selling my home several years ago, and purchasing Renters insurance, plus Valuable Personal Property insurance - to discover that USAA doesn't actually cover anything. Because I am someone who derives some satisfaction out of knowing where I've failed (since I like to know what to avoid next time and avoid future mistakes), I surveyed everything I could on the USAA website, to see if perhaps I'd misunderstood. Sure enough, according to their website, USAA covers everything!!! Or certainly, they want you, the customer, or potential customer, to believe it's so! It ISN'T so.

The test of your insurance, isn't whether the representatives are friendly and helpful, or whether they say they'll take care of you; nor is it the company's supposedly good reputation, which doesn't exist anymore. The test of a good insurance policy is whether your policy actually covers what you thought you were buying when you forked over your money. You won't know until something happens, if your policy will actually cover anything until you file a claim. Your insurance company will either pay your claim, or they won't. If they don't, they should have a very good reason. What I discovered is that despite my following all their instructions, being a very careful and conscientious customer, paying premiums month after month on multiple policies for years, none of my losses - on anything, of any kind - are covered. How convenient!

A better form of insurance for me would have been to pay one of my friends or relatives $50 per month for years, in hopes they'd help me out if I really needed it; and in fact, most friends and relatives would do this anyway, and gasp at the thought of accepting money for it. And most strangers would be more helpful than USAA. What happened after years of being an honored and loyal customer, to warrant my need for USAA to actually come through on its promises? In my case, it was a torrential storm that swept through the entire area, breaking all records. It went on for days. It was in the national news. Power went out, electrical lines were down, high winds, hail, flash floods -- historic records for rainfall were broken that had been set 118 years ago, in 1898.

The storm continued for days. It was scary and inconvenient, especially being without power. But I was safe and dry. Or so I thought. On around Day 4 of the storm, everything changed. Tons of rain started pouring into my house. It was observed to have entered through the ceiling in the Master closet. (I have since learned that rain probably entered through a broken skylight, damaged by hail.) The closet looked like the inside of a shower with all the spigots turned on, except no shower I've seen, except in a locker room, puts out that much water. The floor and carpet were supersaturated. Water leached laterally through the carpet and pad, all the way to the bathroom entrance, across the master bedroom, covering one-half the length of the entire upstairs suite. Everything in the closet was soaked.

Hearing noises downstairs, I hurried down the staircase, and my worries were confirmed. Water was pouring through the ceiling of the first floor from the second level above. Everything was drenched. And the water was not clean. It was muddy, and left sediment on all the surfaces where it fell. My couch, loveseat, artwork, everything was drenched. There were 2 inches of water under my couch. Water standing on my coffee table, and sitting on my leather dining room chairs. My piano is right there. And wet.

But that is not all. Water was also coming up from below the surface of the brick flooring, on the ground floor. Water was actually seeping into the living room, dining room, and kitchen from spaces between bricks that comprise the ground level floor surfaces, although there are no observable spaces between the bricks -- but water finds its way from areas of greater concentration to lesser concentration. So, water was coming into the first floor from both above, and below. (Exactly how it entered through the floor I'm not certain, but there must be spaces between the foundation and the brick pavers, although the property owner denies this, for some reason - possibly because it is a violation of building codes?)

I have photos of all this. I contacted the property owner immediately. She lives in another state. I also contacted USAA immediately. The property owner, who is a customer of MetLife, did nothing. She said she was sorry. She said she'd pay for me to go to a hotel, but she didn't. She said she'd pay the exorbitant cost of ServiceMaster to run their equipment 24/7, but she didn't. I've been left holding the bag. And USAA said they'd pay for these things, but they haven't. They conveniently denied my claim.

In my first call to USAA, while this disaster was taking place, the USAA representative said they'd contact someone in my area and that I'd receive a phone call in 24-48 hours. No one called. I heard from no one. They also told me I'd need to submit a complete list of damaged items, with photographs. A complete report, with lots of detail. And I should do it ASAP. By this time, my computer, printer, and office equipment were in water, and everything needed to be unplugged.

I was able to convince the property owner that some mitigation company should be called. My things were soaking wet, and I didn't know what to do. She eventually go on that, and it wasn't until about a week later that I learned that her call to ServiceMaster was for the purpose of preserving HER property, and not mine. They eventually boxed up the contents of my closet, and sealed it tightly, whereafter I learned just last week, that all of my clothing is covered in mold and rotten or stained. So, it's been kind of hard to inventory all of it, until now.

Meanwhile, USAA denied my claim anyway, based on a lot of inaccurate information they willingly solicited by anyone and everyone who had something to gain by giving inaccurate information (such as unlicensed adjusters), without actually inspecting the property, assessing the damage, or identifying the source of water entry, while totally denying everything I submitted, which is factual. I also have photos, eye witnesses, and evidence that contradicts her story she provided to USAA. Yet, USAA is denying my claim anyway.

Now, they're encouraging me to start all over and file a Valuable Personal Property claim. I don't want to do that because I feel that if I do, it will allow them to close out my claim on my Renters policy, and I don't feel they've performed honorably or within the standard of care established expected or established within the industry. I expect if I file a VPP claim, they will deny that, as well. Most of my damaged property is unscheduled. I feel they should do due diligence and attend to this claim.

You can stop reading if you get the gist of this. The rest are details. Yes, I am interested in filing a court action. Yes, if this can be settled by the state insurance commissioner, that would be easier and better. But I'm doubtful it will be successful. Yes, I am open and receptive to any and all suggestions. I am really in need of qualified guidance.

Here are some details: A WEEK after placing my initial call to USAA, I received a call from someone from a construction company. They said they'd been contacted by USAA, and they'd send someone out. We set up a time, they said they'd bring a team. No team came. A fella showed up alone about an hour late, he was dispatched to the wrong address. I had corrected my address at least three times with USAA, but they never seem to actually correct my address. The fella said he didn't know what he was supposed to do. He said he'd never done anything like this before. He walked around, talked a lot about who knows what, and left.

The next day, another guy called and said he was coming the following day. He was even worse. He took pictures, insulted me and my belongings, lied, and told me to lie about where water was coming in. He said I'd better not tell USAA that water came in from below the floor, or my claim would be denied. I explained water came in from above AND below.

He never inspected the roof. He didn't even look at it. I offered to show him photos of the water coming in. He wouldn't look at the actual photos I have, of the water entering. It turns out, he wasn't even a licensed adjustor. He has no license of any kind registered in the state. Neither did the first guy. How does USAA decide which unqualified, untrained, unlicensed person they will dispatch to come and photograph my personal belongings and ask me personal questions? I have no idea.

Before I had a chance to find out that the guy wasn't even licensed, I'd already heard from USAA, informing me that based on that knucklehead's so called report, they were denying my claim. I also learned that the first guy they sent out was also not licensed. I told USAA that he wasn't qualified, he didn't do anything; he lied to me about my policy, and told me to lie to USAA about where water was coming in, and I wanted them to know this! I told them from the get go, that if I file a claim, any claim - it will be ACCURATE. I don't care if it doesn't jive with their expectations. If they want to know how and where water is coming in, I will tell them what I saw. I will show them photos. I have witnesses. It happened more than once. If the source of water doesn't jive with their expectations or protocol or algorithm, that is a problem outside of my domain. I'm here to tell the truth. I have tried.

For some reason, the property owner does not openly accept or admit that water came up from between the bricks. But her sons have seen it, and we discussed it when it first happened a couple of years earlier. Maybe something about building code violations? But should I be expected to cover for her if that is indeed the case? I don't think so. And yet USAA seems very happy and willing to fully accept all of the property owner's inaccurate and deceptive statements when it helps them to deny my claim.

The property owner told USAA that water entered the residence because of leaves, based on the fact that the property owner refused to call a licensed contractor to come out and actually inspect or repair the premises, and instead called upon her elderly mother who lives locally, to find someone; and her elderly mother found an unlicensed, unbonded, unqualified, physically impaired, medically fragile person who calls himself a handyman. The fella came out and fiddled around, cleaned up the leaves, and said leaves on the roof caused the damage. He did some "repairs". The owner asked ServiceMaster to come out. They removed the walls and ceilings in the closet. The handyman returned a few weeks later to replace the walls and ceilings. But guess what. Water came pouring in again 2 weeks later when it rained, because the problem wasn't caused by leaves, and he never fixed the actual problem.

Regardless, neither USAA nor the owner will budge from their totally inaccurate, made-up story that all of this damage was caused by leaves, despite the fact that no qualified person, no contractor or any individual has ever inspected the roof to assess and identify the source of damage. Last week, the same handyman replaced the skylight at the request of the owner, and reported that it was damaged and has holes in it. This is consistent with hail damage, and we did receive hail when all this happened. Yet, despite the fact that we know there was hail, high wind, and the skylight was damaged, for some reason, the owner sticks to her story that leaves caused the damage. And USAA is perfectly fine with this. It allows them to reject my claim and give me the runaround.

The fact that there was no standing water when either of the fake adjustors showed up a week later than promised can be attributed to the fact that they showed up a week later than promised. It's not my fault that USAA reneged on their agreement to have someone come out in 24-48 hours. It seems USAA is working for the property owner, but I am USAA's customer, not the property owner. The property owner is a customer of MetLife. The property owner has not been honest with MetLife about the source of damage. Yet, USAA prefers to go with her story, despite the fact that she has never seen the damage, lives in a different state, and refused to comply with USAA's (and my) repeated requests to provide a report by a qualified contractor.

I could say more, but this is long enough. I feel for the many people who have spent time and countless hours attempting to resolve their own issues with USAA. I feel badly for them. Many have served our country. They deserve to be treated better. My father-in-law led the Normandy invasion. He earned many medals and awards. He was a decorated Army officer. My father was a navigator in the Air Force, and flew night missions over Borneo. What does USAA do to honor their memory, their legacy? I realize that isn't their responsibility - it is ours. However, I have read so many stories by family members who are suffering because of USAA's negligence, and I didn't want my own situation to be left outside in the cold. If anything I can offer helps others stay out of this kind of situation, I'm willing to help.

I proudly boasted of my allegiance to USAA for many years. Those days are over. They need to be called out for their deplorable practices. Too many people, and too many lives are at risk due to their lack of accountability. I am seeking other insurance, and hope there is some class action suit that can help others attain some measure of justice. I'm sorry this is so long. I hope the moderators of this site will feel comfortable editing my entry to make it shorter. Thank you.

USAA would not stand behind many of the problems or the promises that they had in their contract and drag their feet over a year and a half to actually pay us and still to this day three years later I am still waiting for some of my funds. USAA would not put us up in alternate housing and close my son and I breathing problems Due to exposure of the irritants coming from the rift of ceramics in my 4000 square-foot house. I find USAA to be responsible. I need to threaten them to get anything done. They are callous. When of the house need to be cleaned and literally every wall is covered in dust and dirt as well ceilings and the ventilation Johnathan ** as well as your next represented denied us not only housing elsewhere but also cleaning. They were forced against the wall by Service Master company that was unrelated to the company. USAA is irresponsible and not worth even utilizing.

The agents are robots that continue to say the same thing over and over. Farmers Insurance (the company for the upper unit) listens and has been much more proactive and helpful. This USAA is not the organization of a few years ago. Time to move on. I don't need to spend thousands of dollars every year to have no customer service, platitudes and disdain.

I then asked Mr.** to refer my complaint to the national level of the organization for review and confirm the referral. He did call me and stated that he had instead referred it to his superior, ** In a subsequent phone call initiated my Mr. **, I asked him to communicate the results of his review for the record via USAA's online claims communications system. Mr. ** failed to respond further. I then decided that I had no choice but to send a formal complaint directly to the chairman of USAA, with "cc" to its president and CEO. Not even a written acknowledgment! Here is my response to Mr. **, posted in USAA's claims communication system, which summarizes the core issues motivating me.

A verbatim copy of that response was included in my letter to USAA's chairman as well: "That, Mr. **, is not a satisfactory response. You incorrectly concluded that my "main" complaint was the amount of time it has taken to resolve this claim. No, Mr. **, that is not the principal issue at all. Rather it is the incredibly inept handling of the claim, beginning with the inability of the two USAA-directed contractors correctly to diagnose the cause and point of entry of the water intrusion into my home and their obvious, and perhaps directed, focus on irrelevant perceived defects in the construction of my townhouse condo, followed by the initial denial of the claim by your staff for the wrong reasons, the subsequent unhelpful, uninformed, arbitrary, often contradictory and incorrect messages generated by your subordinates, and the customer-averse, not to say openly hostile, atmosphere that permeated nearly all the exchanges posted on this board.

How could you possibly miss, or deny, the essential crux of the problem here? Even ** (the adjuster) acknowledged the terrible manner in which this claim was handled and apologized for it, but refused to take any action to make amends and you are simply reconfirming that, at USAA, incredibly and inexcusably sad customer service has become the norm and that USAA has, in fact, lost its way." When I failed to receive any sort of response from, or on behalf of the USAA chairman or president/CEO, I finally decided, after 58 years, to vote with my feet and take my business and insurance premiums elsewhere. I discovered, to my regret, that I should have taken that step years ago, if not because of unacceptably poor customer service, then for economic reasons alone.

My new homeowner's and auto policies, with competing insurance companies, for precisely the same coverage limits, will save me $272.00 per six-month period on the auto policy, and $60.00 a year on the homeowner's policy. But, again, my motivation for finally cutting my ties to USAA was not financial but abysmally dismal customer service. USAA has grown so large that it is unable effectively and efficiently to manage itself. As it grew from a small automobile insurance company, that was founded by military officers to serve the needs of other military officers, into a giant financial services conglomerate, it completely abandoned its founding principle and sacrificed its member/customer-focus to the maximization of its profits, and the customer be damned. Yes, USAA, you have truly lost your way. Good-bye!

BEWARE OF USAA. They will take your premiums, but when it's time to pay, they will turn on you. I even elevated my claim to the CEO's office, thinking I would get better treatment, but that had no effect on USAA. I do not even get a phone call. They only communicate with me via email. I've never been more frustrated than this in my life. I feel like I'm all alone with no one to help me.

Temporary housing was supposed to be set up for me because there is a hole in my house and we have had rodents or animals get into the house during the night. The temporary housing unit found shelter for us, but it was declined because they were told we need to stay in the same vicinity that we currently live in. The place that was approved was in a gang infested area that I refused to be relocated to. We are still living in the house that I boarded up to keep the rodents/animals out of. I am fighting tears every day through this entire process. My daughter is seeing medical professionals for stress disorder associated with the incident.

I did comparison and cancelled my auto and went to Geico where I have ALL of the same features and my monthly payments are only $176.00 a month. Dropping my auto insurance which dropped the multi-discount only increased the insurance by $114 a year. USAA is not affiliated with the U.S Armed Forces, but they make it seem as if they cater to the service members, but they do not. It doesn't matter if you are a War Vet or not, they want to make money off of the military and their families. Shop around and I promise you will be alarmed at the much competitive prices of other insurance companies.

My question is this: How would the homeowner ever know about this in order to meet the 14 day criteria? As soon as I noticed anything I contacted them and went ahead with their contractor. Now they are saying the claim is denied and I am up ** creek. I don't have the money at this time to completely redo my master bathroom. I feel this is completely BS, the homeowner has no leg to stand on. Homeowners insurance should protect you from the large claim that could bankrupt you. I will be moving my coverage and speaking with family members and recommend they do the same. I have never had a claim and have been with USAA for 10+ years. DO NOT PURCHASE ANYTHING FROM A COMPANY THAT TREATS ITS MEMBERS LIKE THIS!

Keep in mind, if we purchase this home, it's a $250K house. A nice place but nothing special. I tried to explain I couldn't afford that and would like a quote through the Insurance Association. The rep, Shane, said that wasn't possible, I could only get the $17K premium because USAA now offers it. As I attempted to explain that the cost was beyond affordable, Shane kept talking over me saying "Do you have any questions about any of your policies with USAA?" That's ALL he would say and wouldn't stop talking while I was trying to find out if there was anything I could do or even talk to a manager. Shane wouldn't shut up. I finally just hung up.

I have been a member of USAA for 17 years and have seen a steady decline in the area of Property insurance. Sadly, I am seriously considering leaving USAA, but I will do my homework first. And my suggestion to others considering switching to USAA, they were a really good company but have made numerous changes over the last few years that have resulted in degraded customer service and unaffordable premiums.

I then asked the customer service rep where I could obtain copies of the loss information they submitted to the Alabama Insurance Commission for the past five years to justify the rate increases and he told me they were public records and I could get them from the state insurance commission website. I went there and, of course, nothing was found. I sent an email to the USAA homeowners insurance division asking for that information. I received an email back from Mr. ** which stated the information I requested was proprietary and USAA could not release it to me.

I can't believe that USAA can submit rate insurance requests to the state insurance commission any time they want to and that information be confidential. Seems to me they are making it proprietary for a reason; so they can squeeze every penny out of their policyholders and we won't know that they are just sticking it to us year after year. In the meantime, USAA annual profits are at an all time high and we continue to pay more for insurance. Go figure! Time for a new insurance company!

To add insult to injury, USAA has just informed me they will not be renewing my USAA umbrella liability policy due to my carrying my homeowners coverage through a non-USAA insurer. If I want to continue umbrella liability insurance through the USAA "General Agency" with a non-USAA carrier my premium would rise from its current $285/year to over $600/yr. Again there would be no change in policy or underlying limits. USAA makes the claim in their advertising, 92% of its members' plan to stay for life. I thought I was one of that 92%, but it appears they don't want me. BTW in the entire time I have been covered by USAA, we have had one homeowners claim and one auto glass claim.

I will say that our other carriers had local agents while USAA had none, which made me wonder how complex it would be to file a claim! We never filed any claims but just received paperwork regarding our roof age and type, which inevitably would result in an even higher premium! As a result we are again researching other insurance companies and will most likely go back to our old carrier... State Farm, lower rates overall, same coverage, and if the past is any indication, no issues when filing a claim. All in all, USAA is not a bargain, just another insurance company that is playing off and getting rich off the veterans and their families. So typical!

So I am wondering, WHY did you tell me you would cover the loss, then LIE to me, and my wife? I submitted my complaint to the Better Business Bureau, and USAA said "I am responding to your submission regarding personal property coverage for your claims. Garrett **, of our staff, completed another thorough review of your concerns; however, there has been no change in our coverage decision."

Today (Aug 26th) I located their customer service number, called to find out what why my insurance had been cancelled. I was told the problem was that their fax copy of the DD214 came in as only 1/2 of the document. But in July when I faxed the document, I called USAA the same day and was told that it would process it in 2-3 days. I NEVER heard a word from them until I received the cancellation letter stating my insurance at my request -- NOT A FLIPPING WORD.

So I asked for their documentation that the policy was cancelled at my request - and of course there is NONE and that is just the nonsense they put on their letters so they don't look badly. What a lie -- so today, I uploaded the DD214 to their web page (not an option according to their letter) and now they tell me I have to wait another 2-3 days for a review and they would contact me. So I have had NO insurance since Aug 9th and they tell me it will take 2-3 days to process and they will let me know if it is acceptable. This from the same people who NEVER notified me last time.

So I asked if my policy would be reinstated as of the day of the cancellation but they can't tell me that either. Nor can they tell me if they are going to charge me more money because they cancelled the policy out of their system. They all because of their poor fax capability and absolute disregard for contacting someone who is about to NOT have insurance on their property - goes under the heading of "if it doesn't affect me personally then I don't care".

USAA is the worst insurance company that I have ever dealt with -- they are a complete shame for veterans like me who earned the right to use them through service to my country -- the foundation of the USAA banner. Shameful service... Would recommend you never trust what they tell you -- verify and get something in WRITING EVEN IF YOU HAVE TO CALL THEM EVERY DAY. Now I am in a holding pattern to find out if I have insurance, if it will cost me more, and all because their fax machine malfunctioned and they didn't bother to email or notify me -- god knows I get tons of mail to buy services. HORRIBLE, SHAMEFUL service for veterans!

So a few days past and I called and got Sydney **. She because our new adjuster. We created a list of items and tools stolen and submitted the pages to through the USAA mobile app. Sydney said that we need to come up with pictures and receipts to help her but if we didn't she would have to give us a estimated value. We have the premium policy with full replacement. When the repair and personal property was estimated by Sydney and USAA they authorized a fraction of the cost and replacement. She wanted me to use the USAA contractor call "Teddy Bear Construction", I refused. We wanted a contractor we knew with his work. So when we asked for her itemized list on our personal property she had only paid us for page 1 of our 4 pages of stolen items. Some of the tools stolen she itemized weren't even the same tools we listed that were stolen and she undervalues them by hundreds of dollars.

So now that we called her on the discrepancies and 3 pages of items not figured in. We have been advised that they stopped payment on the check they sent out and have now hired a private investigator from Veracity Research out of TX to investigate us and our claim. I would have that with the amount of complaints all over the internet from USAA customers and Veterans we need an Attorney to file all of a class action lawsuit. I'm contacting an attorney to investigate USAA. They're preying on Veterans.

Once the adjuster found out I had contacted the BBB, his lack of action has increased even more than before. I have requested financial assistance with lodging until my claim is complete and have only received $1,200, which barely covers 10 days in a decent hotel, I'm referring to a 1-star hotel, not including meals. I've complained to over a dozen USAA representatives who could care and keep referring me back to the same adjustor. I've attempted to contact the adjustor's manager who every time call has always conveniently been out of the office for a week or more at a time.

To date no one has held the claims adjustor over my claim accountable for anything and meanwhile, I have no home to live or place to cook, and have exhausted a lot of my savings, just to have a place to live while USAA sits back and does nothing. I have been with USAA for 16 years and based off the treatment I've received thus far, I'm seriously considering taking legal action against them for their lack of action.

Also, they took pictures on the roof and said there were broken tiles and shifted tiles - showed me the pictures. Hmmm sounds like wind damage right? 60 days ago roof was fine now broken and shifted tiles. It takes ATI three trips and three different people to get the place dried out by making the hold in the ceiling now 3 feet square and removing tons of insulation... really - couldn't figure this out the first time? was the water hiding? Now the fun starts - let's play the estimate your damage game and then deny the claim. ATI shows up to give an estimate of $2100+ to replace dry wall, insulation and paint - really, sounds really high but of course they know I have a $2,000 deductible so nicely matches and they will also be paid for the nearly $1,800 water mitigation - what an amazing estimate.

Then the USAA roofing contractor shows up and never really looks under the tarp but comes up with the conclusion that "it's bad maintenance of valleys and vents" so no storm or wind damage and all out of my pocket. Amazingly no one can find the pictures from the original crew that shows broken and shifted tiles. Response from ATI is "oh every roof has broken tiles - lots of them". Of course no one can explain how a roof goes from good on inspection and not leaking to poorly maintained and leaking in 60 days. If this was an old house and roof I can get it - maybe. This is not the case. It's a giant racket - USAA will never pay a roof claim, contractors will never bite the hand that feeds them and their quotes always come close to the deductible. Recommendation - Never ever use USAA, ATI or Summit Roofing of AZ or prepare to be cheated and lied to.

My parents were 60 year USAA members and paid premiums on the house for 40 years. My mother died and a month later we had a terrible wind/hail storm that damaged the roof and took down telephone poles and power out for days. We file a claim for my mothers estate. My sister has USAA also and they fixed her a new roof no problem. The same roofer says mom's roof is much worse. USAA hires a third party company out of Atlanta who says the roof is not damaged. We disagree and hire a public adjuster and request a second adjuster so USAA forks out for an Engineer who meets with our public adjuster and the engineer makes a report that a certain number of nails are out of place and therefore improper installation and the claim is denied. I have called several public adjusters and gotten similar answers. It is a new scam by many Insurance Companies to get out of paying roof claims.

If you want to pick an auto insurance company go to 8 different collision centers and ask how the various insurance companies fix the customers cars. If you want a homeowners policy call five or six public adjusters who get complaints from consumers and see what companies are reasonably honest. The interesting thing was that they had the least amount of complaints, ie no claims against Texas Farm Bureau. I am a 44 year member of USAA and I don't want this to happen to me or my children so I am in the process of looking elsewhere.

USAA has changed. Even the life insurance ripped off the members about 2005.When I retired from the Air Force in 1990, I bought a usaa life policy instead of VGLI because USAA also had a decreasing tail benefit at the level premium after the 30 years was up all the way to 90 like the VGLI. It was the series three policy. This meant you could continue level premium after the 30 year policy and the benefit would drop all the way to 90 or 100 I have forgotten which. USAA decided that was not a good deal and initiated series five policies around 2004 and said at the end of the policy term not only would the benefit drop but the premium would go up and was shown to really go up to unaffordable levels unless by some chance you were going to die in a year or two and it was worth it to keep paying the double or triple premium for a year or two. If I had realized that would happen I should have split and bought both the usaa and the VGLI.

They, typical layman, does not commonly read their policy and throughout the years, I have identified them adding things that were not only unnecessary but nonexistent.. They said that it is their policy and on top of that, they added 4k to medical.. This, too, is not necessary.. Please all, read your policies! It is my intention to contact the local news and an attorney in pursuit of a class action lawsuit against this illegal addition.. And remember, this insurance was to be for the military..

Not long after that a man pulled up, then soon my husband and then the police! So cut this shorter the police ask me what happened then went to the women's house to get her statement and check the damage. The police and the women's husband come back. The husband tells me he's take his wife to the hospital and the dog to the vet and will I pay for the bills, I reply of course I'll take care of and gave him the info he needed. He left. I got a ticket to go to court for the incident. Just so you all know I knew it was all my fault and I was horrified about the whole incident and I owned up to it. A couple weeks later I went to court and to my amazement my case was excused with no fines, I don't know why it just was.

I had been keeping my eye out for hospital and vet bills in the mail but, nothing then, a letter for an attorney came! The lawyer informed to call my homeowner insurance to get in touch with him. So I did USAA claims dept. The gentlemen asked me about the incident, told me not to worry, he said that's what insurance is for and that he'd take care of everything and if he needed anything else he'd call me back. I hadn't hear anything for weeks then, last week I got a call from USAA that my policy came for review and that they noticed that I had put in a claim in January 2015 and want to know what happened.

So I told her the story, she said she would talk to the panel and give me a callback. In 5 minutes she called back with the news that USAA will not be renewing my policy! I am not saying I'm not at fault but is this not why we have insurance! This is the first time I put in a claim. In the 8 years that I have had my dogs they have never been out of our fenced in yard! And though I take the blame for this it was a repairman that had left the gate open! I just didn't think to check it! That's why I blame myself! USAA should be ashamed the first time and they canceled my policy all those years they took my money and felt protected! My dogs have never ever hurt anyone before this incident.

I felt compelled to write this so people know that if they decide to give your hard earned money to USAA this can happen to you as well! Insurance is to protect you not leave you on the streets, as this incident may well do to my husband age 75 and me age 60 for we may not be able to afford homeowners insurance. 40 years my husband served our country. I swear I have loved our country all the days of my life but, since last week I have never been so very scared every minute of the day and am so uncertain of our future.

As I proceeded with my documentation filing this claim, each time I submitted all my items, and provided a notarized affidavit I was asked for more detail and through literally scores of calls to the insurance company that has layers of office personnel that tell you your'e not meeting the terms of the insurance policy. The practices of these people as listed by the disgruntled people on Consumer Reports are true. They not only try to discourage you in numerous ways but insult good people to the point of frustration trying to encourage you to drop your case. I have talked to every level of personnel to date and am waiting for the CEO (consumer advocate) to call me back seeking settlement.

USAA has been deceptive in their practices telling me to figure it out when I had receipts removed and proof of loss is in pictures from the 1st loss. Not only do I feel deceived by an organization that represents military people only but spited, and demeaned is part of this humiliation. I will not give this battle up and Congress needs to intervene in this company's bad practices.

Original Review: May 16, 2015

I had two reputable roofing contractors inspect my roof and tell me I had severe hail damage. I opened a claim with USAA, I have been with them for 35 yrs, yes 35 yrs... Their adjuster showed up this evening and after only being here for 25 mins told me I had very little damage and that "he" would pay for a couple things but that's it. The other estimates I got were both around 10k. So the first thing USAA will do for you when you file a claim is screw you. They are not there to service you. You are wasting your money with USAA. I'll be moving on and telling everyone I know about it. Oh, the first thing out of the claim persons mouth when I called, was, "Well, why are you calling us now for this". Uh by law I have up to 2 yrs to file and it was less than a year. Of course they were implying I was trying to scam them from the beginning... Instead of saying "Oh we are so sorry, what can we do to help?"

The customer service I spoke to initially was so rude and implied that we should be more responsible and read our mail. We did not get mail, they claimed they sent a certified letter, but could not prove it. I am not sure what is going on, but The WORST company ever. We got some different insurance and closed all accounts. They do not care about veterans. They are shifty at best and should be exposed and should be prosecuted!

What did my auto policy have to do with my homeowners policy?? I have been driving all my life and never had a ticket. I had written Jose Robles, CEO prior but I was totally ignored by him. All I want is to have my roof repaired. Is this what you have to look forward to after you stay with a company 27 years?? Think twice about USAA before buying a policy!! Wonder why they have to advertise so much now?? Why are they in a class action for not wanting to pay claims?? I hope they will do what's right about my policies and claim for my roof.

The USAA rep claimed that this was normal for a two bedroom under 900 sq ft. Most of my furniture (%75) was destroyed. I had two small club chairs that was cleaned; Tempur-Pedic mattresses, boxspring, THREE sets of living room furniture - one for formal living room, one for TV (second bedroom) and a fainting couch and matching chairs (all fabric) were thrown away due to smoke damage. I never got to see the damages; I did not have large appliances - these were supplied by landlord. The second vendor, who I feel did much more work - dry cleaning/washing/folding my clothes, shoes, purses, hats, coats and linens/towels was paid under $4000.00. Other monies were paid to the three week stay in a hotel suite (but I had to buy food). The total paid to me was $1500.00. That's it!

I could have had my furniture travel by container and cleaned in CHINA for less than the $21,000. I think these charges are bogus - probably kickbacks. When I made a complaint to the office of the CEO - I was told they would assign me to another representative for investigation. Guess what? They told me it was ALL done correctly and I would not receive any other monies. USAA is horrible! RUN! Go to any other company. Deceitful. Incompetent. Before you think of USAA READ ALL the complaints. Since then I have gone to another insurance company, and plan to go to the Insurance Commission and States Attorney's office. If you have a genuine complaint you should too.

Needless to say, USAA will not dispute the illegally cashed check and want me to write a research paper to their 3rd party vendor reps, so they can look into it. Meanwhile winter 2015 snowfall is cracking more of my house and needs another evaluation. I'm getting older as the days and years go by.. customer service seems to be for the contractors and not homeowner. Why do they get to hold the claim check? They don't care about your home, only the $$! I read the reviews on USAAs homeowners insurance, and it is not something I wish on my enemy's.

Further - every year I double check rates and USAA is ALWAYS comparable rates..... The real kicker is when you look at coverage amounts AND covered events PLUS deductibles. You'll be shocked at how fair USAA is and how much coverage they give compared to other companies. Cant believe I didn't really know about them all these years as a veteran! So glad to have an insurance company which I KNOW HAS MY BACK!

My personal homes dwelling is only covered for $100 per sq ft and is 10 times nicer than my rental property and 15 minutes away from the rental. Yet my rental is valued at $116 per sq ft. I believe tearing down my 2800 sq ft house and clearing would cost more than tearing down a 1396 sq ft house. It doesn't make sense! The main problem is that they won't let me lower it. They argue with me every time. This time the customer representative stopped talking to me all together. It's my home, my choice and they won't allow me to lower it. I will be making a change, terrible customer service.

I immediately called SERVPRO and spoke to the owner and asked his advice and if he could please give me an estimate what the clean up and damage would cost me. He stated that clean-up would be approximately $15K and rebuild of home would range between $60K to $100K. So I called USAA back to get a better understanding that just maybe they were overlooking something since I pay every month religiously on the due date. Well surprisingly enough I received a denial of claim letter two days later. Thanks to USAA and the crook that took my copper pipes, it looks as though I have no other option than to foreclose on my home. What ever happened to Ethics and Integrity?

Long story short, after a month, they emailed me the estimate of what they would give me. Now, keep in mind, almost everything had been a gift from my husband or from my wedding. I had Christmas presents purchased that were stolen in the bags with receipts. I had a 2 karat diamond stolen. They gave me 1300 for the diamond (try to find one for that). They gave me 84.00 per pair of UGG boots, brand new (they were 150.00). They gave me 65.00 on a set of sterling silver that is 4800.00 to replace. So now I am fighting with them. They also informed me that I can only claim 1000.00 of jewelry. Wish they had told me that when I bought the policy. I had a camcorder that was 1500.00 2 yrs ago and they gave me 150.00. Camera, 600.00, they gave me 60. I called Progressive Insurance. They have a policy for the same premium that covers double what USAA covers for me, and if you have a claim, you get ALL replacement cost. I am switching to them today. USAA is a rip off. Not only was I violated by a stranger, I was violated by the insurance company.

So finally, I noticed today they added $40 bucks on top of the normal fee for 5,000 in valuable jewelry...AND then they tacked on another $100 to the $1,250 in homeowners! So, lo and behold I went to my guy at State Farm and he gave me a near identical quote for $1030.00 with actually better premiums than what USAA said they would do to reduce the costs. Needless to say, I'm sorry to go as I truly love what USAA has done for me. But money and coverage is the key, and I do not feel the feels anymore on the insurance side.

So first, they say I don't have personal property because I changed for lower rates with my auto. They basically said I no longer had personal property because those were together. I know for a fact when I purchased my home, I'd requested for my PP to be added into my HO because I have a multi-family. In the end, I was told in order to get any info on my PP, I'd have to get a subpoena for them to release the information. Just goes to show that they didn't want me to have the information on what I was covered for or not.

I'm waiting months (3) before I even see a check for the fire and on top of that, Bank of America kept sending them back saying they're not written correct or they needed more info from USAA. I'm calling USAA to find out what's going on and finally get the checks sent correctly, fire was in August, didn't get checks until end of March. Now I'm dealing with BOA and their inspectors. Several times they sent out inspectors but they had to send out another because the one they sent didn't do something or were no longer working with them. Add on top of that the five to ten business days and time is flying past with little funds to get work done. So here it is, the house USAA placed us in, the lease is up and we're homeless because the work is just now starting. It's like splitting hairs to get the disbursements from BOA to keep the work going.

In the meantime, USAA drops my HO saying because the work's not finished. I can't get insured because the work's not complete and they still have my claim for my PP open but refuse to payout. I call USAA and they say my claim is still good and to continue the work. I get almost finished and BOA sells my loan, just great. New company says they don't have the funds so of course, I'm calling BOA and USAA. Can't reach USAA for months but I finally get new the company on the line with BOA and get the funds. But of course the funds are short - over $100,000 short.

When I finally get in contact with my rep at USAA, he says he's no longer in that department but email him pictures of the work. I do and it takes him over a month just to tell me he can't open the pictures so I mail him a disk. I'm pissed because I feel like he's not working my claim and ask for info for the new Claims Manager but he never responds. Another month passes before he responds saying he needs to send out a USAA rep to view property. Then he takes vacation and I'm back in the dark about what's going on. I'm calling the number he's left on his VM but it's not in working order so I wait and continue to call him.

When I finally reach him he says I need to send in receipts. Now this is my first claim, I've never even had an auto claim so I don't know the process and he only gave me info on Auto Claim in the packet he gave me. This is baffling because I was never told to keep all the receipts and the ones I had many of them were unreadable so I mail him everything I have. When USAA dropped my insurance, he never mentioned anything about the receipts then either. I'm emailing him to find out if he's received them and nothing, mailing letters, nothing. I've certified mailed my rep, Presidential Department, Claims Manager Supervisor, Claims Manager, any and everyone but still have not heard anything back. I've mailed them so many letters, it's beyond ridiculous. I finally contact the Missouri Department of Insurance and waiting again.

I'm at the end of my ropes and still, I don't know what to do to get USAA to pay the claim besides wait. I think this is total bs when I've paid them, now they don't want to payout without me having to get a lawyer. Between USAA and BOA, I've learned a great deal about the fraud that goes on with insurance. The fact that they can just not respond or take forever and a day to tell you anything is sickening. Any ideas on how I can get this problem solved, I'd appreciate it.

USAA stated that it was the property owner's responsibility to file on their insurance. Daughter got stuck with this bill! She was the victim here - thrice over stalker, property owner and then USAA! REALLY screwed up her credit rating because the property owners didn't tell her that USAA denied it until it was already sent to bill collection agency. What a bunch of ** for an active duty enlisted person to go through.

Then my vehicle was broken into twice. All my CD music which was over a hundred was stolen and my smart phone which I didn't even include in the claim - I didn't think to and other items and they didn't even cover the music and I almost 2 years ago. I am five months late on the consumer loan. I did pay it for over a year and a half but I ran out of money because I've been with my husband, two children from a previous married. They do nothing to help that veteran. I am a veteran of the United States Army. I'm a disabled battery. My husband wasn't - I am but because I had an account with them he also get in his own name.

Bottom Line? For the exactly same policy coverage for our home and 2 cars, USAA was $2600.00 more a year. I say again, TWENTY SIX HUNDRED DOLLARS more a year than my FARMERS INSURANCE COMPANY was! I was floored and to be honest, angry, that they have gotten away with saying and in fact hearing others say they are a good Insurance Company for Military Servicemen. Hogwash! USAA has raised their Insurance rates to match the highest of the Insurance Companies out there!

I am taking the time to write this report because I want people, and especially military people, to know that just because you are a honorably discharged military Vet, that Sir or Ma'am, DOES NOT MEAN that USAA is the best deal for you as far as Home/Auto Insurance Companies! Check out Farmers and at least 7 more before you decide WHO you will LET provide insurance for you and your family members. It is YOUR hard-earned money, NOT THEIRS. I will not be calling USAA in the future for quote rates and will tell my family members and military friends to beware of considering USAA before checking at least 7 Home/Car insurance companies FIRST before calling USAA.

Just one other thing, although the young lady was nice and professional she kept telling me AFTER we both discussed that USAA's quote she gave me over the phone was $2600.00 more a year to me, that "USAA is a very competitive Insurance company!!" I had to interrupt her several times to remind her that I was going to have to pay over twice as much for the same coverage if I decided to go with USAA! Guess what she said again to me??? "Well, Mr. **, USAA is a very competitive Insurance company."!! I just had to laugh and think to myself, Man, they sure do brainwash them good in the USAA training program they send these USAA insurance representatives through!

Life expectancy is reduced when one does not follow these precautions. After the initial cleaning was declared completed, my porches were still covered in soot and no rugs or upholstered furniture had been clean at all. I went immediately back to my oxygen machine to find it covered in soot on the outside and when I took out the filter and ran water through it, the water turns a grayish black. Stay tuned for more as I continue to deal with people who have minimalized my health and the effect of the smoke damage to my home.

Now I am supposed to have heard from your USAA adjuster for a week now. Meanwhile the home will continue to have water damage, when it rains. Is this how USAA has come to treat the loyal 25+ years customers? The roof metal is ripped, bent, paint has been stripped in spots, screws have been ripped out and more. This is not "WEAR". I have called Yolanda ** and her voicemail says "She is out of the office indefinitely and do not bother leaving a message". THIS IS RIDICULOUS.

Today I call and bypass Jamie's line to speak to another representative who informs me I'll be receiving a $71.00 check. REALLY! Guess I'll purchase 5 more tarps. Apparently my deductible went up somewhere between 2007 and now. Really considering someone else. It's not so much the deductible as it is NO personal communication from your claims adjuster. Swamped or not, I thought USAA was better than this.

Needless to say, I declined their offer and cancelled the USAA insurance. I am deeply disappointed that this company that "knows what it means to serve" seems only to know what it means to price gouge the citizens of the state of Florida. Believe me, when our auto insurance policies come due, I will be taking a long look at other companies then, as well. USAA is no longer an honorable company serving military and retired military; it is just another insurance company out to fleece its customers.

We were in process on military move. 6 day prior to have our schedule move, our home was Vandalized and burglarized. We have been robbed both by USAA and by the intruder of our home. We feel so violated. USAA does not have a clue or care about your needs. They just want your funds. They are just like any bank institutions - TO TAKE/MAKE MONEY. Reported the incident to the police and contacted USAA. USAA states they do not need to have inspector to come to our property. This was mishandled from the very beginning by incompetent staff - which represented USAA - FAIL TO PAY ON CLAIMS. Police report with photos submitted. 6 mos - a year passed no payment on Claim (closed the claim). No solution. MILITARY FAMILIES... CONSUMER, BEWARE!

I went with USAA because I had my Home and Auto with them at the time, initial annual was about $600. It has increased slightly over the years but has now gotten totally out of control. 2013 premium was $1,571; 2014, $2,021. I have contacted several other insurance companies over the years and have been told by all that the premiums are regulated by FEMA. So last year I contacted FEMA and received a response that my mortgage company imposed the required flood insurance and does not set rates. FEMA does, however, require that you acquire a new policy at least 45 days prior to expiration of current policy and formally request a change in writing to FEMA to change insurance companies?????

So the plot thickens, on March 24, 2014 our local paper posted "Nevada set to see higher flood-insurance costs," **. I think this is very amusing as from the USAA website they are proclaiming a net worth of $22.9 BILLION DOLLARS as of June 2013, **. So the way I see it is USAA had to pay out a substantial number of claims for victims of Katrina and Sandy, but not without a fight, as I am sure some policy holders will agree. Now they have FEMA backing their extortion operations, so hopefully they will see a net worth of $33 Billion at the end 2014.

So USAA sent out another adjuster. He said we will get this paid out fast, probably next week. After that day the adjuster never called us back. We have left messages on voice mail, using the portal on USAA online, even to the point of calling his manager. No help anywhere. So over two months later still no help. Everyone we talk to at USAA says “Oh we are on it.” We get told the same thing every week. I have never been more disappointed in an insurance company and its customer service. We can only hope that someone will eventually get our personal property claim so we can finally start replacing some of our belongings. The claim should be around 120k.

The front end customer service is always trying to sell more insurance coverage and not seem to be finding ways to reduce unnecessary coverage or more sensible coverage to better fit one's needs.

Essentially dealing with USAA's wind and hail department cost me almost 4000 dollars for nothing. Literally I paid almost 4000 dollars to get my mortgage payment back down and my escrow out of the negative. I have never had a problem before until this. My response from the USAA rep was I slipped through the cracks. I almost lost my house, chained smoked myself to death, spent all my savings and I did not even get a apology only a I slipped through the cracks. Horrible on top of horrible. I seriously can't explain how mad I am.

I contacted USAA through their website several times after my wife could not get anyone to listen her on the phone. I sent messages in and got 4 different replies from 4 different people. In 2 back to back messages I received a credit of $400 but in the next it was $62. After going back and forth with specific dates and policy amounts the policy change on 4/2/2013 disappeared from my documents on the website. Luckily I printed them.

So here I am deployed and trying to get help from USAA and all I get them fighting me tooth and nail. USAA got to be too big of a company and they are now more worried about their commercials and profit line to be concerned with the service member. I have been with them for 21 years and my wife has been with them for 27 years but it is time to move on. When I get this all straightened out I will update this post.

Then USAA agent told me my rate would be increased to 901.00 because of the frame of my house which is wood. They had that information when they gave me the quote. They were on my county's property appraisal website so she knew my house frame was wood. Now they will not honor the quote they gave me after getting paid and issuing the policy!! And trying to give me the run around about getting my money back so I can get more insurance!!

I am a disabled veteran who is totally and permanent disabled and only paid once a month. I do not have the money to get anymore insurance even if I wait until the 1st of Feb and my mortgage company will only pay once a year for insurance. So I have no choice but to have a gap in coverage until I get my money back from them!! I need help if anybody know what to do!! Thank you!!