USAA Homeowners Insurance Reviews

Just for that I am looking for a new insurance company USAA or I guess most policies are deceiving. I may have significant damage to my home and to find out my insurance doesn't cover it. Their was no need to even see an adjuster and they always bring an apprentice with them because they know it's **. When you lose don't lose the lesson sudden and accidental. Their homeowner's insurance is not worth it in my opinion, maybe their auto insurance.

I have been so impressed w/ USAA and wanted all my business with them so to have insurance with seem a no brainer. I got the car and for the first time in 2 years had a dependable car I could drive around, shop, visit friends, and etc. I stopped by my storage Easter morning. I had bought some used furniture from friends and they met me there delivering furniture but there was a strange lock on my unit. I called storage facility and they had a maintenance man on property who came over and said did not look like one of their locks. General Manager was notified and came out, verified it was not their lock so I ask if he could cut it for me and at that time I noticed dead bolt lock had been pried open. When padlock was cut, I entered noticing all my tools and test equipment, televisions, etc had been stolen, roughly $8,000-$10,000 in value or more. I immediately called the police who came and made a police report with photos taken. I was issued a case number and was to follow up that week with any details to add to it with a detective.

I went to USAA online to file the claim and get a claim check list .I called back Monday morning and was advised that an investigator was going to notify me and he did so setting up a meeting at the storage unit. I also had the former manager of the storage facility to meet us there but was told he wanted to speak to me alone so I asked former manager to please wait. I thought investigator was to assist police in helping me reclaim my lost property. Instead he said before I turn on my recorder, no harm has been done to this point and we can walk away, no harm, no foul and pretend this never happened, or an amnesty if you will. I was totally shocked and angry at the implied and was hurt by the accusation that I told him to turn the recorder on and hear the facts of my theft that had taken place. He never spoke with the police or with the former storage manager and left. I spoke with Judy ** in the claims department who advised me to make a list of the items stolen and assign value to them with description.

I told her I would and it would take a while because I had a lot of tools and had to do it by memory. I also suffer from PTSD and this was very distressing to me so I had to take my time. I explained all the owner's manuals and etc. were in the cabinet along with my drill bits, Dremel bits, router bits and etc. So I had no help in trying to remember all what was there. 10-15 years accumulation of all the items. Then was informed I needed proof of my loss. I asked if sworn affidavits from friends and family would work and was told no, they would be willing to lie and cheat for me. I produced my list to the best of my memory and got prices. I emailed those in and following day, I called to see what else I could do to assist claim. Ms. Judy informed me she had already forwarded it to claims and then to legal dept. for possible actions, but nothing was need anyway for claim was not going to be paid anyway.

I held my anger. This was the 2nd time by this organization to accuse me or imply of some legal wrongdoing, not to mention all my friends and family were liars and cheats. I received the claims denied letter in roughly 4-5 days with the reason being I had failed to provide proof of loss in the form of receipts, etc. I have some receipts and affidavits of the existence and magnitude of the quantity of tools and etc. on the loss but was not given chance to provide them. If you want to get renter's insurance and are a disabled veteran, contact USAA, pay your premiums so they can accuse you of fraud, forgery and legal action if you ever try and file a claim with them. I guess best defense is good offense.

I am consulting and proceeding with legal actions against them for I have called superiors and complained and explained what has happened and story validity was checked and I was told to follow up with a supervisor. I did so with 3 phone calls none of which were returned. I am not going to be treated in this fashion by this organization or anyone for that matter and will not beg and/or appeal for them to satisfy a legitimate claim.

Finally, after 4 years of ** every time my renewal comes due, they gave me their "FULL DISCLOSURE" (their words - not mine) that they basically low-ball homeowners and increase premiums every year to a specific cap and that I'm only at 77% of that cap and therefore should expect another increase next year! You've got to be kidding me! I call that bait and switch and I don't do business with companies who have such deceiving practices! If any of you are currently with USAA - check your Homeowner's Policy - you might be surprised!

I called USAA and told them that I disagreed with their adjuster and informed them that I would call my own adjuster to look at the damage, and would let the two adjusters work together, just to be fair. The result came from my own adjuster that the whole roof needed to be replaced. So I called USAA and requested that I would like USAA to send ANOTHER adjuster go to look at the roof together with my adjuster. They sent in the same adjuster, the reason was he was the only adjuster in the area (what a joke!). But this time, their adjuster came to my house with his manager, and three of them (my adjuster, USAA's adjuster, and his boss) looked at the roof, and 3 of them agreed that the roof was badly damaged and needed to be replaced.

I rate 3 star because USAA somehow listened to their customer when I told them their adjuster was wrong, and they accepted my offer to let me do my part so that they could compare the real damage to my property. But what if I were not a fighter??? I would have paid for the whole roof myself. So I'm still an unhappy camper when their adjusters work for their benefits, not for us, the customers/members.

I called the adjuster to plead my case. I explained I was 8 months pregnant and unable to fly, and that my husband was currently deployed so it was impossible for us to attend to this in person. I explained that in fact there was a small leak that had been repaired previously that could have caused the warped cabinetry, that he claimed was the telltale sign of damage. While he admitted this was new information, he said he would not resubmit his findings to USAA because it would damage his credibility. I told him while that was all well and good, this bill was going to cause us to lose our home, file for bankruptcy and result in my husband's security clearance getting pulled and us being kicked out of the military.

I am absolutely disgusted to think his credibility as an adjuster trumps the well-being of a family with a deployed spouse. How could a company that claims to be there for military families be so arbitrary and well, greedy? We did the right thing - paid our premiums, reported the damage immediately and followed through with claims procedures. Now we face complete financial ruin because this man doesn't want to jeopardize his so-called credibility, even though he admitted he could have been wrong. I am beyond disgusted. Don't buy into their patriotic commercials. They couldn't give a rap about us. Shameful.

That's all well and good for now, but their not giving me any refund on all the excess premiums I've paid (which is at least $10,000 for the last 13 years) because I wasn't informed by them. Our mistake was we thought USAA was there for their members and did the best possible, which is why I refinanced the house through them and have always carried my car insurance with them - even though I know it's a little on the high side. I learned a valuable lesson the hard way and lost faith in USAA.

I look online at my auto insurance, which was not due, and they decided to post the money to my auto insurance, without my permission. When I contacted them again on 1/11/2013, I was told by the individual I was speaking to that a check was issued right then. Today is 1/18/2013, I contacted them again and I was told the check was sent but it would take 7-10 days to get to me. Come on, people, the post office is bad at times in delivering, but it does not take 7-10 days for a check to get to me if it was sent out on Monday (7/14/13). I must check back with them next week around 1/25/13. In the meantime, my escrow account is short and I am being bugged to put the money back.

What USAA was using as proof was a wrong date given by my friend. However, the kicker to this story is even after I submitted a sworn statement from my friend correcting her date of my incident, along with my phone records, and a list of dates given by me, my account still remained in a fraudulent status with USAA. It became apparent to me that no matter how much proof I gave showing my claim was not an attempt at fraud, that USAA was determined to label it as such. In my opinion USAA is not a company designed for the military because when it comes right down to it, their customers are nothing more than a number to them. They are not there to help anyone but themselves. My biggest regret is only that it took me so long to realize it.

My mother passed away in July of 2008. My sister and I cared for my grandmother until my sister moved back to Michigan to work for the Department of Commerce in October 2009. I stayed in Missouri and worked for US Bank through Kelly. After my job ended, I traveled around. I helped my sister pack up her apartment in Michigan and move to Atlanta, GA in January 2011. I traveled back and forth between Michigan, Georgia, and Missouri. In February of this year, my step-grandmother, who had lived in my home after my mother's passing (she lived in my home until October 2009; at that point she moved to Beauvais nursing home, on Magnolia, in Saint Louis, MO) passed away in February.

On the same date of her funeral in March, my maiden aunt, Barbara **, left the hospital for the emergency room, where she was diagnosed with Uterine Cancer and subsequently had surgery. She has been going through chemotherapy and my sister and I have been up and down the highways taking care of her, as we both worked to rebuild our lives.

On June 26, 2011 I returned to my home to find that it had not only been burglarized, but it appeared to have been lived in. A realtor who was selling a home down the street had a sign in our yard, with a For Sale sign, with the arrow pointing to a home down the street (it gave the appearance that my home was for sale). At one point, I let the mail collect when I was caring for my aunt, and the post office put a vacant sign on the mail box. We think that this was when thieves moved in and burglarized and trashed the place.

I have neighbors who have witnessed strange people and reported this to the police on the day of the burglary and have called twice since to report people lurking about my home. My mother was an OCD neat freak and the house was so torn apart that it looks like an episode of Hoarders. I had many high-end handbags, as did my mother, lots of crystal, and Jewelry. I inherited a lot from my mother and grandmother. I have answered questions about my lifestyle, worked with USAA''s insurance investigator. I have receipts for over $14,000 of jewelry that I purchased when I worked on Wall Street.

I have bank statements of things that I owned, credit card statements of what my mother owned, and copies of credit cards that my grandmother had. I have provided pictures. My sister has answered questions (she had to establish that she had a home in Michigan), answer questions about what she received and why it looked like I had more (I did not, Holly''s things were not stolen, mine were). My mattresses have been slashed, the fridge broken, the oven broken, thousands of gnats in my home, as USAA asked me to keep the broken fridge, as I went through 5 claims people. I thought that I provided way too much information.

In some instances, I have the receipts for items, pictures, and have located them on the bank statements and have been asked to provide more documentation. I cannot comfortably stay in my home, and now my aunt, in addition to the chemotherapy that she is enduring, has diabetic issues, that may cause her to lose her legs. My sister and I are her only relatives. After the tornado here in Saint Louis, I looked at my policy and upgraded it. USAA sent a letter to homeowners advising that we do so. I think that between what I purchased, what my grandmother and my mother left me, I had $100,000 in jewelry.

I may have had $10,000-$40,000 in jewelry coverage, over $20,0000 in silver was taken - I may have had $10,000 in coverage. I had a total of $299,000 of coverage for personal items and with damages, my claim may be between $270,000 - $280,000. The claims investigator is telling me everything is in the hands of the adjuster, just get in my receipts and pictures, and the adjuster is stating that he must turn everything over to the investigator first. I have spent time that should have been spent on family and getting my home and life back in order jumping through hoops. I would like to retain your services, as I have made a commitment to get everything to the claims investigator and the insurance company over the weekend. I do not want to do this all in vain. I feel like I have been violated twice. You have a good reputation and I would like to hire your firm to assist me in finishing this claim.

The complaint is against USAA, 9800 Fredericksburg Road, San Antonio, TX 78288 for Claim problem, Claim delay, Premium problem, Policy problem. Details of complaint follows:

My original policy began with USAA in 2007. Since my emails to Mary **, those emails with all the policies have been purged. I purchased this home in 2005. At the time I lived in New York and had renter's insurance on my New York apartment. My mother lived in the house full time. I traveled with my job and I had a policy on the house. In October 2007, my mother was diagnosed with ALS, Lou Gerhigs. My sister lived in Michigan and had a ranch style condo covered through USAA. All USAA policies held by my sister, my mother, and myself, fell under my dad, Ronald **.

My sister walked away from her job to care for my mother. During that period the pipes burst. USAA paid her about $15,000 and then dropped her and her claim, stating that there was an invoice from the cleaners that had a weight on the unsavable clothing they returned to her. For that reason they dropped her claim, stating that she added an unsavable clothing box, even though USAA sent her the invoices. They closed her banking account, everything.

As my sister was the only one caring for my mother, she lost everything and had to declare chapter 7. My dad, a diehard ex-military man had USAA on his two homes and 5 or 6 cars. There was never a claim. On February 14, 2008, I walked away from my job in New York to help care for my mother. I notified USAA. In July 2008 my mother, a nurse, passed away. I notified USAA and continued to care for my grandmother in my home until October 2009. At that time, my sister got a job as the assistant manager for quality assurance in Dearborn, MI. She did not have much to move, as she lost everything to water and mold when the pipes in her home in Michigan broke in several locations.

She got a U-Haul and moved her things to Michigan. She has a lease, a business card, and paperwork, from December 2010 where the moving company picked up her furniture for storage, and then where to deliver it when she found a place in Georgia. My grandmother was 110. She loved Xmas. We left the Xmas tree and lights up from Xmas 2010 and had a special 2nd Xmas for her in February 2011. My sister and I actually missed the first Xmas in December. We were in Michigan packing her apartment.

Lena was staying in Beauvais Manor by that time, but she came home for the special Xmas. She is in the photo below along with how the house looked just months prior to the break in. There was a lot of sorrow. We lost my mother in July 2008, my sister's paternal grandmother (who always treated me as a grandmother) six weeks later. In October 2008, we lost her paternal Uncle. Then in July 2009, we lost her paternal, youngest aunt. It was just too much. My sister's job was over. I came to Michigan for a while in April. I had been working for US Bank in Saint Louis and was working through Kelly Services so I was in the home alone.

My sister decided to move to Atlanta. Her things were picked up by the movers and were to be placed in storage until she found a home in Atlanta. All this information was given to USAA. After the death of my grandmother, on the very same day as her funeral, my Aunt, Barbara **, was diagnosed with Uterine Cancer. Literally, we left the funeral for the emergency room. My aunt had surgery. After a recovery period, she was to start chemotherapy. I joined mysister who was living at an extended stay hotel to find a home. She decided to find something that my aunt could stay in. I went to Michigan with her, helped drive the car from Michigan to Atlanta, and we looked for a place for her to live.

After finding one, we returned to Saint Louis as my aunt was starting chemotherapy or had started and I was taking her to her chemo sessions. So I was back and forth out of town a few times. I do know that in April there was a major tornado that hit Saint Louis, Missouri and ripped the roof off the airport and left devastation following highway 270. I received a letter from USAA about the tornadoes and asking if I had enough coverage. I really took that to heart and I changed my policy. The primary changes were for the structure of the house, but I did add a jewelry rider. I inherited much from my maternal Grandmother, my maternal step-Grandmother (she was the one who passed in February 2011) and my mother, as well as my own things.

I received a call asking if I was going to cancel the other policies on the home and the renter's insurance. I let them know that had been cancelled long ago. The customer service person indicated it was not. USAA will not send a copy of this update. I did add $40-$45k in jewelry coverage and was still woefully under covered. I received a letter stating that due to my credit history, which took a traumatic hit during my mother's illness, the policy was changed. What I did not know was that I continued to pay for 3 policies after USAA was told time and time and time again.

After the report of the theft, I was under investigation for 6 months. I was never notified officially and I cooperated spending time that I was told that I would be reimbursed for, due to my cooperation. I was paying out of pocket for everything. I sought assistance and got a Public Adjuster, Inman and Associates, who have been a sad disappointment. It has been 18 months since my claim. Missouri law and my own policy have not been followed. Since USAA does not give money back, but gleefully took it and continues to take it, then I should have additional coverage.

As credit score cannot be utilized in Missouri, my jewelry rider should be acknowledged. USAA has had a spreadsheet of stolen items for 6 or 7 months. The public adjuster and Chris ** are still ambling around on the dwelling. This is my claim and I want to replace my stolen items. I would like my ALE that is due. This company has put such a financial strain on me that it has taken its toll on me, my sister, and my aunt, who passed away November 19. Additional family members, six of seven, have passed away during this time.

Our Aunt was our mother's older sister. I do not want to spend another Thanksgiving (which ended up being a trek to get my aunt's body). Medicare wanted to know after her amputation that she had a place to go (prior to all of this she lived on her home). Barbara had too many steps to return to my home and it has been 18 months and Josh ** is is charge of stolen items. It has been 18 months since they theft. The criminals were living in the home, they defecated, urinated, stole the motors or some workers from all 3 fridges in the home.

Since it took USAA 3 months to come to the house, it was filled, like a horror movie, with millions of gnats. Over 18 bug bombs were set off, there are gnat bodies and poison in everything. The police found tons of medicine boxes and pots with stuff stuck in them. I was told my home was possibly used for meth. ARRS, the restoration service, deemed almost everything as unusable. Now USAA is questioning ARRS and there has been no movement on the home. Furniture that was in the home was broken and almost all household items placed in the garage. The gnats are back.

If items were saveable, they are not now. All furniture in the home down to the dishes were purchased new when I bought the house for my mother. Her partner and fiance had died and this was a new beginning. The only things not new, were the dining room set, the master bedroom set and the 2nd bedroom set and one television in the basement. All other furniture were purchased in 2005 along with the carpet for the basement. Except for the china, all dishes, mixers, toaster, microwave, pots, pans dinette set, living room furniture, basement furniture and patio furniture were new as well as all decorations.

My grandfather fought in WWII, the Korean War, and the Vietnam War. There were many heirlooms that he sent home. I had photos and I had to show what I inherited versus my sister. There was much silver, Waterford, and Japanese ivory and such. There are pictures of the items in the home, and I had to account why I had photographs of the items and the photographs were clearly years old. USAA has put me in a financial bind. I could lose this home. I want to know why we cannot work on replacement of theft which is what I asked for from day one. The house really needs to be gutted, disinfected and fixed.

I need to know how much I have in coverage since I was paying for 3 policies. I have read the policy and found all the breaches, not Inman and Associates, my public adjusters. They seem to be inept. I am begging for any assistance as rules in my policy have been ignored, Missouri law, and it is 18 months. This is crazy. I don't want to live in a hotel anymore. I want funds immediately for replacement of stolen items and a clear answer of how much coverage I have since I was paying for 3 policies up until 6 or 7 months ago. I will email all information instead of attaching it. USAA has been busy since I contacted you purging documents that have been on file since 2007. I believe Josh ** may have gotten rid of everything with his name on it.

The manufactured home is, in every respect, better than most stick-built homes and impeccably maintained. It sits on a pad and foundation on 6 acres. Though we are not on a public water system, there is a hydrant one block from the corner of our property line. The shop is detached by 500 and has been inspected and approved by the EPA for compliance under home-based business guidelines. I am writing this, not in anger, but more in bewilderment. I always thought of USAA as a kind of comrade that I could count on like a buddy at my back, a member of our family. I enrolled under the advice of my father who was a two-war veteran and a lifetime USAA member. All of my 10 brothers and sisters are insured through USAA including my brother-in-law, who retired as the last Commander at Fort Vancouver and served as Mayor for that city for 12 years. He was a Silver Star recipient and combat veteran in Vietnam and hosted the Vancouver Medal of Honor Reunion.

The thing that made the USAA family different is that we had a bond of allegiance based upon Gen. Robles' own words that simply stated said, "We are doing the right thing because it is the right thing to do." The question in my mind is, given the import of this notification, is that still true? The agent who looked into this when I contacted them explained that USAA was in the process of getting rid of all manufactured home policies. They, of course, recommended another insurer which they have a financial interest in promoting. Their premiums are outrageous. So much for General Robles and his Board and their better than thou attitude.

We called and asked them to reconsider by looking at our history as loyal customers for the past 20+ years with no claims. After calling every week, for over a month, we finally got a call back from the head of the claims adjustment department. We were told that our history past the last 3 years was not considered; they were under no obligation to warn us when filing small claims that there was a possibility that we would be dropped and that the reason they can offer such low rates was because they had very few claims.

I pleaded with them to reconsider and reinstate us based on our history and if we had known that we would be penalized, we would not have made those small claims and put our policy in jeopardy. I asked them have a little compassion for those they claim to support. All was to no avail. It was a very emotional conversation without any respect or sympathy for our situation.

In the end, never have I been so frustrated, humiliated and hurt over this realization: USAA, a company we were faithful to because of its claims to support and uphold those who serve our country are no different than any other company out to gain a profit. That when given a chance to show compassion and correct a wrong, will choose not to support those they claim to honor.

Needless to say, the five-day deadline does not get met with revenue and buyers often lost. IMHO, in a financial mess we find ourselves in, costing homeowners money in this manner is irresponsible and dare I say, even negligent. USAA responded by stating to me that their "underwriter will not allow clue reports to be provided and that it is in direct violation of an agreement between USAA and said underwriter." Fair enough, but it is costing patrons money and buyers, and should be corrected; something USAA has no intention of doing.

It sounded to me like all the things that were available on the original home appraisal and tax records, and building cost estimates are readily available to track changes from the original insurance estimate. So, I asked the inspector to also be provided a copy of what he sends to USAA. He replied, "Sorry, I work for USAA. You'll have to contact them about that." This sounds very intrusive to ask of my tenant, especially since I do not know what the purpose of the inspection is. I have been a customer of USAA for more than 30 years. During this time, the company had earned my trust and loyalty, so I tried to be cooperative. I also come from a long military family background where our combined experience with the company is over 150 years. So trying to be cooperative, yet suspicious, I asked the inspector to put this in an email to me with some proposed dates and I would send his email along with a scanned copy of USAA's letter and a cover requesting support from my tenant, so this inspection could be coordinated and accomplished.

Our discussion took place around 5PM and he sent me an email shortly afterward that evening, but stated now that his calendar had booked up, that he only had one day and one time available. We put him in touch with our tenant directly, who asked for the inspection to be rescheduled to 1st week of August instead of 3rd weekend of July as they are traveling out of town during that time. The inspector said, "Sorry that won't do, we must get in contact with USAA." My tenant owns a large business and has multiple insurance policies and called this out to me, stating he has never ran across this before. Makes you think the insurance company is casing out the house.

I called USAA, said I am not doing anything differently and this inspection comes out of the blue for an unknown reason. Then, I commented on the length of time this would take and the inspector's inflexibility, and requested this be rescheduled. Still, I asked them why. I understand that when you purchase a home, an insurance inspection makes sense to appropriately document for coverage purchases and to get an idea of replacement costs etc., even a drive by occasionally to check the condition. But really, 4 years after purchase? They would know if anything was wrong, a claim would exist. I told them that I do a thorough walk through inspection with my tenants, including pictures and written checklists that we both signed during beginning and end of leases.

The current tenants have only been in the house for ~3 months and I would be happy to share this formally documented information. I have owned ~5 homes, last one for 10 years and have never had this issue. Something has changed at USAA. I am highly suspicious of a hidden agenda, rate increase, dropping insurance, finding something they could exclude in the future, let your imagination take you there. The USAA agent hesitated, thinking of what to say, then told me that our home values have increased and this inspection is to adequately check the value of our home. This is counter intuitive in today's economic, employment and housing environment. I have had 2 appraisals on my home and track current values. In fact, my current resident is a builder, leasing our home while building his own custom home 2 doors down in my neighborhood.

I live in an exclusive manned gated community. I can answer the question directly. I am satisfied with my current level of coverage and believe I am adequately insured for the replacement value of my home. I have an inside track to what is being built in the neighborhood. I feel that USAA is using bullying tactics that show a mistrust of current long term customers and I hate to say it, but this is making me think of going elsewhere for my auto and home insurance needs and encouraging the same from brothers, sisters, father and children. This tactic will inherently backfire and cost USAA far more in company brand equity and customer loyalty (affecting the bottom line) more than they realize.

The competitors a.k.a. Geico and others have ramped up marketing campaigns and sponsorships, targeting USAA customers at practically every major military event and is nipping at their heels. Once customer and the brand loyalty is lost, kiss it goodbye. The piss off factor is large, especially if as I suspect, the true hidden agenda is only one-sided - raise my rates to increase company revenues with no value added proposition. My question is, what do I get out of this for the ** pain? I am finding it difficult to make excuses to my current tenants for the behavior of my insurance company. I'm waiting to see what they'll come back with for rescheduling and the "why" again.

Our tenants informed the Paul Davis Restoration water mitigation crew of this, as we did as well after our tenants informed us. There was one fan blowing in the vicinity of the central air system equipment. We inquired as to whether or not the service panels were removed and the air handler inspected for standing water during this time. It was not. We were told their equipment would pull the water out of the air from the air handler. Our tenants also noticed that Paul Davis Restoration didn't remove the vinyl flooring from underneath the cabinetry. All they did was remove the kick panels from underneath the cabinetry and place fans in that direction. After Paul Davis Restoration removed all of their water mitigation equipment, we inquired as to when restoration would begin.

Paul Davis Restoration was also hired to do the restoration of our home. We waited for restoration work to commence, but nothing happened. After about a month of waiting, of which during this time our tenants continuously informed us of the continued state of the property (that they were walking around on nothing but subflooring) and USAA continuously informing us the coverage for temporary accommodations was being reviewed, we started following-up on what our restoration contractor from Paul Davis Restoration (Peter **) was saying. He informed us he was waiting for the company who was going to fix the cabinets and was going to come in and do the work to detach them.

However, we were informed by our USAA claims representative, Felicia ** that Paul Davis Restoration was supposed to detach the cabinetry. We found out that nothing had been done or ordered in the entire month after Paul Davis Restoration had pulled their water mitigation equipment from the home. We then caught Paul Davis Restoration lying to us about why the progress had been delayed. I had called up the companies they stated they were waiting on and found out the orders for their services had only been requested that day. So we fired Paul Davis Restoration and brought in another contractor, who immediately informed us that they hadn't cut enough of the damaged drywall out (which was also verified by a 3rd party mold remediation company that same week). Needless to say, once we got the kitchen cabinetry removed and the vinyl pulled up, we found mold.

USAA denied accountability, even though their preferred network provider was supposed to be held to a 3-year guarantee on workmanship. Paul Davis Restoration also denied liability (at first). We also found mold in the venting and the air handler at a later time also failed due to an electrical short from standing water from the loss, as determined by a COL inspection. USAA wanted us to have the entire air handler unit and heat pump detached and shipped to their inspectors in Georgia to determine the cause. We contacted a couple of other insurance agencies, such as State Farm to see how they manage such situations, which led our formal request for USAA to pay for the COL inspector in the area that State Farm utilizes. They agreed, but never paid him. They stated he never furnished him with the appropriate paperwork.

Due to the COL inspection stating the loss and compromise of the central air system was due to the water loss, we requested USAA cover the costs of repairing or replacing it. We had a previous estimate done by an HVAC company in the area, who estimated around $3,500 in repairs. USAA wouldn't agree to them, despite the COL inspection results, and only 50% of the cost at that. The units weren't even 10 years old, but the warranties weren't transferable. USAA only covered $260 of the repairs to the HVAC, of which in the end cost us $5,600 for a new air handler and heat pump due to catastrophic electrical failure caused by the shortage induced by the water that had entered the unit.

Paul Davis Restoration also claims they aren't accountable for its loss or the increased mold spores in the ventilation resulting from the standing water and allowance for excess moisture build-up in the system. We hired a mold remediation specialist to take lab samples, which required their services. We weren't surprised to see the increase in the estimate from the new contractor than was received by Paul Davis Restoration. Paul Davis Restoration’s was only about $12,000 where as the new contractor's estimate was roughly $30,000. USAA then informed us a USAA adjuster would need to come out to determine the cost of the repairs. We requested a 3rd party insurance adjuster, so one was hired from IAS, whose estimate was very close to that of the $30,000 estimate. It makes you wonder what sort of relationship there is between USAA and Paul Davis Restoration. It doesn't stop there though.

National Restoration was hired by USAA to repair the cabinetry. They came in and simply refurbished what was there without detaching it; trying their best to make it look as though it was fixed on the surface by applying veneer over the damaged pieces. However, when our new contractor went to install the new flooring, they found that the structural supports and foundation of the cabinetry had not been repaired at all and the water damage was quite visible. It took us several months arguing with USAA to get them to have it done properly, in which case we chose to replace the cabinets ourselves with stock cabinetry from Lowe’s. The cabinets in the condition they were in made the home uninhabitable by state standards. However, despite our various attempts at requesting USAA to allow us to get another contractor to replace the cabinets was futile.

It went on for almost five months before they said they would cover the cost of the replacements; however, not after they brought in the same company who messed it up the first time to make a new estimate to cover the cost of the replacement or repair which was lower than their original cost of replacement. The thing about these types of cabinets is that they are glued together, which makes repairing them impossible. Coincidentally, the difference in cost in replacing them was right around how much National Restoration originally charged USAA to the shoddy repairs in the first place. The cabinets were old and the lowers couldn't be repaired or replaced, without replacing the upper cabinets as well.

Despite the matching clause in our insurance coverage, which would require USAA to pay for the repair or replacement of the uppers as well to match the lowers, they denied us that coverage, which is why we did it ourselves. We traded our own labor for the replacement of the upper cabinets to match the lowers. Fair? Legal? I don't think so. When we finally got the go ahead to have the damaged cabinets removed, we gave Paul Davis Restoration right to cure. In which case, they came out the next day to remedy. However, they didn't put up any sort of barrier to prevent the spread of mold spores throughout the house (of which incidentally, our current tenants were allergic to the common mold spores found in such situations; diagnosed by a doctor due to symptoms at the time).

Paul Davis Restoration didn't even treat the entire affected area, although they said they did. We had to call them back the next day, as our tenants informed us they had only removed and treated an area behind one section of the cabinets. They came back the next day, same thing; they didn't detach all of the cabinets and left a section remaining untreated. At that point, we were out of time and authorized our new contractor to remedy the mold behind the remaining section. Paul Davis Restoration is claiming they are not at all liable for the charges our new contractor imposed upon us for the mold remediation services provided. I felt that calling them back the second time was more than enough of an opportunity to comply with right to cure and we needed to get the new flooring installed that day.

So now we are left with a bill from installing a new central air system because USAA wouldn't pony up the dough and they won't even enforce their 3-year guarantee to their preferred network provider which doesn't even come up on any list in our area as a network provider for that area. It's enough to make your head spin. What recourse does anyone have against such large companies as USAA or Paul Davis Restoration? Even with irrefutable proof and supporting documentation from tenants and professionals in the same field? How is it that an insurance company can bid lower than what it costs to repair or replace such things and get away with it? All I can say is stay away from these three companies. They have way too many deceptive and unfair trade practices to account for.

On 17 August 2011 at 11:57pm, my friend arrived at the residence. On 18 August, I contacted USAA who assigned the case an adjuster known only to us as Mike **. In five days, Mike never once contacted us, responded to any messages left for him nor was available in any way and in fact, I still have never had any contact with that agent. On 18 August, USAA dispatched Steamatic out of Tempe, Arizona to begin clean up operations to the residence. On 19 August, I packed a 20-foot U-Haul with all our possessions and began the drive to my new residence in Arizona. On 20 August 2011 at 10:16pm, I arrived at the residence late at night and immediately inspected the damage to the residence. The entire floor to the master bedroom, closet and bathroom was removed. The walls up to about six inches were removed in those same areas. Large industrial fans were running to dry out the damage. In the garage, the two-car garage door was damaged. Most of the interior drywall was removed and fine dust insulation filled the air everywhere throughout the residence.

The temperature that day was a whopping 115 degrees in the shade. We moved our belongings inside the downstairs of the residence and tried to reside there but we had no way to prepare food, no water until the 22 August, no water filtration system had yet been installed, and we could not escape the miserable heat because the home was exposed to the outside air. At one point that day, the heat from the garage door exceeded 125 degrees in the garage rising and entering the house. These conditions persisted throughout most of the claim only subsiding around mid November. On 22 August, after numerous attempts to contact an agent of the insurance company, USAA, I finally contacted a person back east who promised to have a local agent call.

A person, who would only identify herself only as Terry, said she was from the non public Phoenix Office of USAA. After explaining to her the deplorable living conditions as explained above and explaining that the policy requires I get her (USAA) permission to live in a motel or other housing, I asked her if we were eligible to stay in a motel until such time as the conditions were improved. She hesitated then replied that if we could cook food and a room of the house was inhabitable then we were not eligible to stay in any other accommodations. I again repeated the conditions we were living in and added that we were coughing up our lungs, in a manner of speaking, due to a heavy layer of unsettling insulation dust floating everywhere throughout the house. She again repeated her exact same statement as above getting more and more agitated with me as I persisted. I then asked her if she thinks the living conditions I have described to her (as stated above) we are currently living in meet the criteria as inhabitable and she hesitated and then said yes. I implored her to think of what it is like to live in such conditions and she said, "It's nothing personal." I explained that we needed someone to begin repairs and she set up a contractor after explaining it was much easier to do things that way.

On 24 August, I received a call from Crowley Construction and a request to come out to the residence and begin work right away. The next morning (25 August), I met Jim and his son, Dan, and measurements were taken and information gathered and I explained USAA needed to know the cause of the water damage. It was at this point that I began to realize that the owner, Jim **, was senile. He couldn't remember things, couldn't dial his phone correctly and was having trouble discussing general issues. Out of politeness, I said nothing but was very concerned hoping that his son was the primary party on this job. We also discussed the purchase of a new set of appliances as we were being forced to live in the house under these conditions. We were assured that we had nothing to worry about and that they would ensure our new appliances were protected. Amidst the work, we had the new appliances delivered and installed a washer dryer combo and a refrigerator. I explained to Dan ** that we were having troubles flushing toilets and that the drains were not draining properly and he said he would send out a plumber to inspect the cause.

A few days later, the plumber arrives to inspect the hot water heater. We explained the issues with poor flushing toilets and poor draining sinks and to our surprise were literally told us we needed better toilets. The workers were arriving at our residence unannounced and entering in the early hours of the day. The part of the house that was being worked on was never isolated from the rest of the house despite numerous requests and demands to by us. As a result, we were under constant debris fallout long after the workday was done. It was at this point I asked an Crowley why the workers felt as if they could do as they please in my home and he responded by telling me that they have never had people living in the home that needed this level of work before. Several additional requests to USAA to move to a more suitable living condition were denied so I requested a new adjuster be assigned the case. I was reassigned to David ** out of the Texas office. I was repeatedly told that I was not a priority and would be dealt with on occasion because there was an approaching hurricane on the south east coast and it needed their full undivided attention.

At one point, I could hear shouting coming from the laundry room. As I approached, I could see and hear an employee and my ex-wife yelling at each other. As I stopped the yelling and asked what was going on, my ex-wife turned to me in tears and mumbling something, pointed to the pile of wood and debris that had dropped from the ceiling above on top of her new appliances. Crowley Construction assured me that a trained specialist would eventually be sent to inspect the appliances and it was never done. After the initial assurance that wouldn't happen fell through, I expected nothing. At one point, David ** needed to have Crowley Construction contact him so I told Jim, the owner. He was in a terrible senile moment and unable to dial the phone properly and David was short with me until I explained the situation. I was constantly having to explain what needed to be done on the job to the constant new unsupervised workers each day to the point of frustration. I demanded a solution to this with David ** (assigned adjuster) and he set up a three way call between Crowley Construction, David and myself that only ended in me shouting, "...either put me on payroll or do your own damn job. I'm sick and tired of doing it for you!" Nothing changed. There was a 3/4 circle about 5 feet wide in the bathroom floor. The supervisor asked if he could leave it that way and I replied no. This caused tremendous tension. A security sensor was broken off on a window.

On 30 August, my ex-wife was upstairs taking a shower when suddenly a loud bang and a couple of booms startled me. A short time later, sewage and water and all manner of foul things were bursting and spewing forth from every hole in the house and a few places even in the walls. I called Crowley Construction who dispatched their plumber (same man as before). He arrived and declared there might be foul play, that sometimes people who lose their homes will sabotage a sewer line out of spite and that he would dispatch a specialist he knows to look in the line with a special camera to see what the problem might be. Not wanting to wait, I immediately went outside to the sewer access port and opened it. To my shocking amazement, out floats a red tag with the words printed in white: Property of Johnson Utilities. Do not remove under penalty of law.

I called the utility company, took pictures and notified the plumber. Jose, the utility worker, arrived at our house within minutes of my call, removed his plug (under tremendous force) in front of four witnesses and we could all hear the surge of sewage empty into the line. Damage to the downstairs of the home was extensive. That evening, the insurance company, USAA, was notified of all the circumstances. I was told it would be better to proceed by letting the insurance company pursue the utility company but not a word was mentioned of the devastating effects of filling two claims in such a short period of time. On 31 August, Steamatic of Phoenix was again dispatched to my home and conducted several days of clean up and removal. I had also decided this day that due to the poor treatment of the residents by workers, the damage to our appliances, the poor communications and the inept misinformation on the part of the plumber that got us in this mess in the first place, it was time to derail and part company with Crowley Construction.

I notified David ** who informed me he was also glad to end the ties with them and that he had an excellent company in mind called VBS whom he could get us in touch with. On one occasion, all the belongings we had were moved to the garage so painting could be done with the promise that everything would be restored. I had to restore everything without any help. No tack boards were removed throughout the home despite charging USAA for it. When I questioned it, I was scolded by a site manager. We were left to replace our own appliances and the garage was never pressure washed as bid and promised. After not having received a call from VBS Construction for over a week after they were notified by USAA of the contract, on 8 September 2011, I called Mike ** from VBS and asked him to come out to the residence to measure and write up an estimate.

Later that same day, he arrived, introduced himself and conducted his measurements. While he was doing this, I ran him through the list of mistakes made by Crowley Construction. Among the top priorities I over emphasized was care for the appliances and respect for the people residing here. He reassured me this would not be a problem and said he would email me a copy of the bid the next day and departed with his information. On 12 September after not having had any contact with VBS Construction, I called Mike ** to inquire about the bid and he stated he had been behind due to a flood of work related issues but did not go into any kind of detail. Mike then stated he would get a copy of the bid emailed to me and several days later I received it. VBS was hiring local workers, sending them out to the residence to work with little or no instructions. As a result, we were doing their job by briefing the workers on what had been accomplished and what needed to be accomplished. The workers were playing music from their large radios (boom boxes) without regard to the residents resulting in hostile attitudes and clashes.

As a result of the clashes, workers were asked not to return. At one point early on in the restoration process with VBS, a project manager was even confrontational with me. I asked Mike that he not return and a new project manager was assigned to our home restoration. Both Mike ** and Melissa ** arrived at the house a few days later apologetic offering movie tickets as an apology. The new project manager arrived upset early one morning demanding I show him what needed to be done, flipping haphazardly through the bid house plans explaining in an obvious upset voice that he now had to do his job on the other side of Phoenix and the job of the manager that just quit. Several times, we woke to workers staring in our room at us sleeping. It was uneasy and on one incident, I filed a written complaint with VBS.

On October 4th, 2011, I received a call from Cody ** of Champion Garage Doors stating he would need access into my garage the next day about 7am. I explained that I was currently staying in Mesa at a motel and that I'd be certain to be there at the residence at 7am to let him install his door. On 5 October 2011 at 7am, I arrived at the residence and no one was there. I was hanging around the house when at about 9am, I received a typical call of lost workers whose bosses had never informed them where to go. I drove out to meet the workers (carpet layers) and found them in a local school parking lot and they followed me back to the house and began setting up operations to conduct their installations. It was at that moment that I realized the garage door installer had not arrived yet so I called him.

When he answered the phone, I asked him why he had not showed up at the site yet and he said in a real nasty tone that he was at a friend's house and that it was none of my business. I replied that I had waited from 7am and asked him if he had ever heard of an invention called the telephone and why he had not used it to at least let me know. With that, he became enraged, explaining his friend's garage door situation. With that, I told him he was not coming out to my house, that I would find a different company that understands common courtesy. He said **. A few minutes later, he arrived agitated and upset. He first encountered a carpet layer demanding that they move their carpet from the driveway because he had garage doors to install. As he was doing that, I cut off his conversation and explained I was the home owner and he turned and got in my face. Much taller than I, he stared down at me and asked me what my problem was. I explained that I had been here since 7am on his account and he didn't even have the decency to call when he didn't show up. He yelled something about his brother's garage door. I explained that all he needed to do was pick up the phone and then I reminded him that he is not installing his door in my house.

With that, he attempted to become intimidating, got back in my face and yelled that this is his job site. He was hired to install the door and it was going in. At that point, I explained that he needed to get off my property and he refused so I told him I was going to get a can of mace that would help him understand he needed to leave so he slowly backed off the property. He sat in his truck in front of the house for about a half hour on the phone and I was busy notifying VBS of the incident to ensure his garage door would not be installed in my home and talking to neighbors who said they were there if I needed them. On Oct 9th, I filed a complaint with the BBB over the incident. In his response dated 18 October, Mr. ** confesses, "Jim called me right back and told me that he would figure out another way to get this job done so that another altercation would not be had. I then had another garage door installer complete the job on 10/7/11 without incident due to another project manager having to be present to keep the homeowner from attacking the other contractors."

First, I had never attacked anyone and second Mike at VBS reassured me that they were hiring a different door company to install the door and that they told Mr. ** he was finished. Both obviously stone cold lies that I angrily confronted Mike with. At that point, he was angry with Mr. ** apparently for exposing him and I demanded the garage door be removed and soon after it was and a new one was installed with a different company some time later. I was constantly calling VBS to get things corrected like sharp wood trim pieces jetting out, improper angles that needed repair, no tack boards being removed although it was bid to have them removed, lesser quality lighting fixtures being installed, inferior carpet being installed, glue all over the floors, doors and walls all causing new managers to be assigned and more aggravation with foul attitudes.

At one point, we confronted a worker because he stood on top of our washer putting a dent in it. When I confronted Mike about it, he found it to be humorous while we did not. The refrigerator door had received a dent in the front during the flooring installation process as well and VBS was notified. The workers dumped their paint and cleaned out their brushes on our plants and all over our backyard leaving things that way. All too often, workers would drive right up on the grass, running over plants and such. We had a so-called electrician arrive who shocked himself off the latter enough times. We honestly thought we were going to need to dial 911 to save his life. He left burn marks on fixture ceilings and wired the garage so poorly we couldn't shut off the lights and the door bell quit working. I complained to David **, my adjuster with USAA insurance, but all he did was talk over me, put us on 3-way calling and listen to us argue or as he was fond of doing, ask me ill gained questions about VBS or employees of VBS and then informed me they had been listening on the other end of the line all along. There was a constant demand I kept making of the employees to clean up after themselves especially in the toilet that went unheeded. The broken security sensor on the bedroom window still has yet to be replaced. A garage door was wired wrong and the small garage door leaks water in the garage because an aluminum flange at the bottom of the door was never installed.

In the middle of the Christmas holiday while our house was full of guests, USAA and VBS both wanted their carpet pulled from the entire home. It was only after I raised a lot of fuss about how that was going to look real bad and make conditions very difficult that they both agreed to wait. It was at this point I decided to "cash out" the issue and attempt to complete the remaining tasks on my own. After notifying my adjuster, he told VBS to write it up and submit it. After receiving a copy of both revised bids, I attempted to discuss them with my adjuster and it aggravated him so I had to ask for a new adjuster. On 5 January 2012, I called several insurance companies to see what they had listed on file about my claims. To my amazement, all it said they were shown closed and paid. Later that day, I received a rather disturbing call from a man I could barely understand, who said he literally just moved in from Michigan and who had so much noise on his phone. I could not understand him. When he called back, he was hitting his own phone buttons so much it wasn't any easier. I simply told him he had no idea of conditions in Arizona, was coming in on a very bad situation I'd bet he had not been properly briefed on and I was in no mood to deal with it.

Currently, I have issues with Insurance not being available because I have filed two indoor claims within a 10-year period or some such nonsense. You think USAA would have let me know this was going to be an issue. As it is, I'm a hostage to them now. There is also the issue about USAA not pursuing a lawsuit against the faulty utility company as promised. They simply asked the utility company to pay and when the utility company responded no, USAA dropped the case. I am trying to get USAA to drop my auto insurance rates to the $93 premium they promised. Not only am I paying far more than that but it shows no end in sight and the payments are all over the place (inconsistent).

So by my calculations, the only way USAA will pay a claim for any home burglary is if it happens on the second Tuesday of the 13th month - never. I've been with USAA for 40 years. They used to treat loyal customers with respect, but now they really don't care if you're a customer or not. I guess they only care about maintaining their multi-million dollar Gulfstream.

In September 2009, we had another major storm that came through with high winds and more damage was done to the roof along with a flood inside the house from the roof. Another claim was filed and again, USAA contracting company recommended the roof to be replaced. USAA would only pay for the roof to be patched and the damages inside house. December 2009, another major storm with high winds and the roof was damaged again by shingles being removed and lying throughout the yard. Another claim was filed and USAA contracting company again suggested that the entire roof needs to be replaced.

This time after arguing with USAA for two months on this issue, they agreed to pay for the roof to be replaced. Now if they would of listen to their contracting company the first time, we would not have had to file three claims. Due to their neglect, we, the customer have to pay for it by being dropped and having to pay a higher premium with another company. I was paying $1,959 a year. The first quote I received was for $8,900.00 a year. I thought USAA was about taking care of service members and veterans. It doesn't appear to be the case.

Now last month, I woke up to water covering my ankles in my bedroom and everywhere else in the house except my kids' room. I placed a claim. Lord, they wanted me to get the plumber out first, then water remediation, then contractors. Well, it didn't go that route at all because of miscommunication by the representatives. It is now July 28, 2011 and I just got the plumbing fixed, and the remediation company will be out.

Oh, mind you, they sent the adjuster out on the last week--three weeks after the damage. My son has asthma. They didn't want to put me up in a hotel; I had to call every two days begging for monies to be allocated for hotel stays. I ended up spending all my savings in this tight economy on hotels (which they ended up paying seven days later). I had to spend another 1300 on plumbing myself.

Now the adjuster, Ms **, had the nastiest attitude I've ever seen. Some of my personal items were damaged such as couches, clothes, etc. I was told to take my clothes to the dry cleaner to see if they could be salvaged. Same thing with my couches. I was floored simply because of the length of time that all these items were exposed to the moisture.

I'm very disappointed, still living in a home that has an odor, just got water back a day ago, and living like a refugee. The only adjuster who was understanding and nice was Ms. **. She was initially my claims point of contact. It's a shame that we pay years on a "possibility" that something may happen, but when it's time to report a problem, you face hell and attitudes. I don't know what else to say but I will be investigating other insurance companies before I leap and say yes to one that "supposedly" caters to the military and their families.

After I did that, she then transferred to another adjuster Joseph who did nothing until I contacted him. He said he needed a recorded statement. I went into detail about how the other adjuster accepted my statement instead he said, "I don't care." So I set up a time with him on Thursday to conduct this. He never called. When they were confronted today with the facts and that I spoke with the executive office and they said a written statement is sufficient, I was told, "Too bad. I am transferring your claim to be investigated."

USAA intimidation not impressive and very poor service. This is the second problem I have had with them. The first was on a car accident that they still owe me wage loss and medical that was for an accident not even my fault. Not a very good company anymore.

At no time did USAA mention, or recommend calling Servpro, or other type of water remediation service. Instead, the first of 3 adjusters told us to call one of the 3 contractors they gave us, and asked them to come out and estimate the property damage. We were finally able to arrange for a contractor on 11/3/2010, who told us that we, ourselves could not set up their visit, but that USAA had to have that contractor be placed on "a property direct repair program for assignment".

After I told this to the USAA adjuster, and that she did not tell us the correct procedure, she finally sent our info to the contractor (**), who came to our home on 11/5/2010 and only took some photos and a few measurements. I don't recall that he even asked us what happened. I have taken extensive notes to date, and photos and recordings. The contractor happened to mention something randomly in our conversation about Servpro, and I said, "shouldn't they at USAA have told us to do something about the water damage first?"

The gentleman, Ryan **, from the contractor, **, said that yes, normally the water issue is dealt with first, and that the contractor is called secondarily. I said that the USAA rep had incorrectly advised us, and had never mentioned anything about possible mold problems, or continued wet areas due t the broken dishwasher.

From there, the problems began. I have been reading books about mold, and found out that it begins within 24 to 48 hours of wetness. USAA is now trying to say that our sudden malfunction of the appliance, which caused several areas of damage to the cabinetry around the dishwasher, the kitchen floor and the ceiling downstairs, is not sudden, but a long term leak. There is mold, of course, since so much time has passed with USAA never advising us initially about mold issues, which are not covered in Virginia, or our policy. I maintain that our policy states that the ensuing property damage from the breakage of the appliance is covered (except for the dishwasher itself), and that the property damage, including the mold that has formed on the downstairs ceiling insulation (area less than 10feet by 10feet), the still wet kitchen sub-floor and surrounding wood cabinets, is caused by the covered peril,listed in our policy. I already noted from conversations, with the second of 3 adjusters, that USAA is backpedaling on what they intend to cover.

Meanwhile, we have been without the use of our dishwasher since about 10/21/2010. Servpro has had "air movers" and "dehumidifiers" for 3 days, yet the flooring still registers wet. As more time goes by, we are concerned about further mold formation, and resulting health issues. I am already immuno-compromised and disabled, and my husband is currently unemployed. There is a 6" x 6" hole cut by Servpro in our downstairs ceiling, which the initial Servpro guy said, since he saw mold on the ceiling insulation, he had to call in their certified mold guy, who came in, and took photos upstairs and downstairs, and wetness measurements, and was supposed to give us his estimate of remediation necessary, before anything else could go forward.

He came to our home on Friday, 11/12/2010. We are very concerned that USAA is trying to claim that they aren't going to cover much, due to the damage being from a long term leak, which it is definitely not. We also note that we, for several years, have been using Hunter Air Purifiers in most of our rooms, which may help dry out and help cleanse the air. Our kitchen floor still registers wet, and the sub-floor under the ceramic tile and cabinetry bottoms next to dishwasher area are discolored, and possibly wet. We are afraid for our health, that of my 11 yr old daughter, and for our wallet. What recourse do we have at this point?

The plumber replaced the shower (an acrylic set = pan and walls) and we paid $2100. The bill was faxed to USAA. Ms.**, the USAA adjuster, then informed us that we submitted a claim from a plumber and plumbing work was not covered. The bill is very specific as to what work had been done, there's no mention of any work on the actual plumbing. When we asked who but a plumber could have done the work we did not get an answer. The claim for the dryout as well as the finish work will not be paid either! 2 1/2 years ago, we had the same problem and USAA paid the same plumber for the same work without a problem minus our $500 deductible of course. USAA at that time refunded to pay for a new shower door since that is considered a 'luxury' item. At this point we are getting ready to hire an attorney!

Two problems here, you cannot get the new carpet warrantied without replacing the pads and their replacement offer was drastically reduced. I have been trying to contact them for 3 days and no one will answer or return my calls. They seem very eager to talk when a payment is due, but not so very much when they owe me.

Is there anything that can be done to help me?