Bertram as an adjuster is the worst! Automatically request someone else. Super incompetent and most certainly not educated. Why would I trust him helping to have my car repaired? Please hire MUCH better talent to relate to your members! read more

Very money and policy first and much lower on the list, the customer and their well-being. I have been a customer for 13 years. A new policy requirement to upload an ID was institute recently. I had to send a picture of my ID and wait for it to be validated before I could use the insurance I have paid for these last 13 years. This resulted in hours being wasted before I could even file for road side assistance as I was stranded on the side of the road in heavy traffic on Christmas Eve. I will be changing insurances. read more

Cheap insurance that bold face lied to me, stating that they could not confirm or deny that rates increase after a windshield claim. Insurance scam for sure. read more

The Phoenix AZ USAA claims office is very non-responsive. My adjustor Craig, ext. 33890 does not return calls or emails. I have done all the work and sent the information in writing including video to show that USAA should collect this $26,000 claim from Mercury Insurance. Now we can't even reach the supervisor Cody, ext48986. Very sad after being a customer for decades...... This is why insurance rates are increasing. read more

I recently looked into Consumer Reports recommendation of the top-rated insurance company USAA. I decided to get a quote for auto insurance which required providing them with all my personal information including social security number. It was only after opening and account with USAA that I found out they can only insure military personal, which I am not. They referred me to another insurance company - their quote was way too high, so I declined the quote. I now find out after several phone calls with USAA customer support that they cannot remove my account AT ALL! So, I am doing absolutely no business with USAA, yet they have all of my personal information in their database, including social security number! They best they were able to do was to lock the account, but they are unable to delete it. My advice: Don't recommend requesting a quote for USAA unless you want your personal information permanently in their system. read more

This is the worst service I ever experienced! My adjuster Jewel did not do anything to help me. He wouldn't even speak to me until he realized I was not at fault. His supervisor Gabriel was worst than he was he never once returned my call. I can not believe it took a whole month to get my total loss claim complete. They also made me wait an extra day because I am native american and have a tribal tag. I hope I never have to deal with yall again. read more

I have been a member of USAA for over 18 years without a claim. My vehicle was vandalized in the second half of 2024 at a trail head I walk my dogs at. The first representative I spoke to told me to put down the date of loss as the last day of the month which I remember last (1/31). After considerable time, an investigation specialist called and said they needed a second recorded statement from me. For a comprehensive claim for WHICH I PAY FOR. Both of these men that handled my claim (Brandon Laws and Kenneth Wade) were rude to me from the beginning. As a hispanic male, I felt seriously discriminated against in the way I was spoken to and treated like some criminal. They tried to say my claim was denied because my vehicle was seen on cameras in a shop in January. I EXPLICITLY told the first representative that!! As well that my vehicle was in a shop off and on throughout January and February 2025. On March 3/31/25 I was informed my claim was denied because it was not vandalism it was a "hit and run" and my policy doesn't cover that. I reported vandalism and they denied my claim because of what they assume happened. In speaking with their direct supervisor, Ryen Tolliver, she was of ZERO help (This is a manager who took 2 weeks to get a hold off) and didn't even know how to get a hold of her direct supervisor. USAA is a scam and a thief. What once was a great company has dwindled down to a scam on the customer due to managers and employees like this. read more

Horrible experience with USAA and I have been with them since I enlisted in the Navy in 1975. We had a single car accident and I called the USAA claims department to report the details but the third party call center rep hung up on me and didn't call back. They were of no help the following week while the car was at the impound lot and they quickly absolved themselves of any liability. This is not the company I signed up with nearly 50 years ago. The CEO is not a veteran and he made over 4 million dollars in salary last year while dishing out over 20 million to senior executives. That's why they don't pay on claims, the executives are busy getting rich. GO SOMEWHERE ELSE, DON'T USE USAA. read more

Would not recommend! All is good until you need something. I was in an accident, totaled my car. Only got rented until the determined how much I was to receive. Oops they made a mistake. Now I have to finance a car I don't like.I had to get a car fast! You cannot reach these people by the web site. You have to call only to get transferred! I will be shopping for new insurance. They are NOT TAKING CARE OF THE MILITARY! read more

Would give zero stars if I could. This company is impossible to deal with. Takes multiple people and phone calls to assist and still screws it ip. Called for a quote to change my insurance and did not approve the changes and they made them anyway. Over doubling my bill without my approval and refuse to undo it. read more

After 30+ hrs with USAA it's time to move on and find more reasonably priced vehicle coverage AND GOOD CUSTOMER SERVICE. Their customer service used to be top notch but my most recent dealings with them is more than enough reason to move on. Yup, they have always been on the pricey side but I don't mind paying more for top notch customer service. THEIR CUSTOMER SERVICE STINKS these days. They outsourced their roadside service to a very unresponsive co. Don't know their name, don't care. I was stuck in a business that was getting ready to close in 45 minutes with a truck that wouldn't start. During my call for assistance I was put on a 20 minute hold. Then while I was WAITING I somehow end up on with their banking side (?) and the ever so pleasant lady there refused to put me back to the auto side because I didn't have my account number handy. So now I'm left in a business that is getting ready to close, my truck won't start and USAA is jacking me around. My husband is on his phone with another moron from USAA who argued with him! USAA moron said he saw no record of my call about being broke down (I'm still on hold with them this whole time) and said my husband was "exaggerating" our situation. So, time to move on USAA. I can find stinky gutter trash service for a lot less money elsewhere. read more

Here I am a year later and my kitchen is not fixed and I have not received the money for the restoration. Instead, USAA increased my monthly payment by $600 a month for making a claim. I would laugh if it wasn't such a traumatic experience. It is literally like not having homeowners: if you make a claim, they won't fix the damage AND they will double your premium. read more

I have been with USAA for over 6 years. It wasn't until my husband passed away that I realized that everything had been in his name even though I was the one leasing the vehicles and paying for everything. Once he passed away they told me I had to open up a new policy. Well, with our last policy under my husband's name we had accident forgiveness and I didn't think twice about giving it to two different people for little fenderbreaders. Big big mistake! I don't really understand because you pay extra for the accident forgiveness but if you use it look out! So I ended up having to open up a new policy and I got dinged for these two minor very minor accidents and also for I guess they had canceled my policy and I didn't know it. They mailed everything to me and I do everything online. Never got the notice. Where I'm going with all this is my insurance was at 141 a month it then got raised to $397 a month! You've got to be kidding me! The woman was real nice until I told her I can't pay that. It's impossible for me to pay that amount. She got real matter of fact with me and that was pretty much the end of it. So so disappointed in USAA because you would think someone would be able to look at the whole picture and figure out there's a lot of gray area there. But no, if the box is checked then that's good enough. Needless to say I'm taking my business elsewhere. read more

was a Member for over 40 years...needed a Tow...USAA covered the Tow except for $17 ( credit card Sur charge from Tow Company)...They told me it's not their Policy...Over the Forty Years ...never missed a Payment...never late. after over 40 years..would not cover the $17, I asked them to cover...I have had vehicles in the past..they used to cover Complete...More of a Principal thing not Really the $17....so CLOSED my USAA account and went to Progressive ...and..Nobody has Contacted me about closing account of over 40 years...it has been 4 Months read more

signed up and put wrong phone number in. terrible customer service. cannot change phone number online or with rep. have to verify which takes 3 days. crazy. ill go with a different ins. co. the worst company i have ever dealt with. read more

The day after I started my auto insurance with USAA I got in an accident in my 4 DAY OLD CAR. It was the other drivers fault, so I didn't think anything of just hading the situation over to the insurance company I pay to handle this situation. Boy have they proven me wrong. It's been over 2 weeks at this point and initially when the accident occurred, the police officer had my car towed to a lot because the front end was smashed and the car was no longer drivable. Again, it's been over 2 weeks now, I already signed my car to be released to USAA to tow my car to get repairs 2 days after the accident and it's STILL AT THE ORIGINAL TOW YARD!!! They have sent 4 different tow truck drivers, haven't given them the proper paperwork to transfer my car, and the tow yard has denied them all. So basically I'm out of a car while working 3 jobs because my claims adjuster Tracy and USAA has failed for 2 weeks. I'll be looking for different insurance. read more

I have been loyal insured for over 20 years with USAA. I have never had to use my auto insurance for a claim due to an accident my fault or otherwise. I recently had situation where I had to avoid a car coming out of blind drive and some damage occurred to my vehicle alone (at most $3,500). USAA refuses to honor the definition of what insurance coverage is intended to provided: to remedy or bring back to the condition of which before the incident. USAA's reputation has been declining overall and this just reinforces that fact that they are not the company they once were!!! NOT IMPRESSED!!!!! read more

USAA is a rip off. They are in the business of preying on military taking money and not providing service that they bill for, Call the 800 number and tell them you want to buy something and you are connected instantly, tell them you need customer service and prepare for hours on hold and the biggest run around in the history of auto insurance, read more

I am a retired claims adjuster who has dealt with a great deal of insurance carriers. We changed to USAA about 6 or 7 years ago. We have had great experiences with the sales side of the business but abysmal experience with their claims department. We found that calls are almost never returned and when they are the carrier did not follow through on their promises. We also found that you almost never speak with the same adjuster twice. This is important because calls will go over an hour and nothing gets accomplished. We found we had to hire attorneys to deal with our first-party auto claims. We also had to file complaints with the Arizona Insurance Bureau on multiple occasions. We recently had a covered comprehensive claim in which we believe based on our years of employment in the industry, the carrier did not act in good faith. We have cancelled all of our policies and moved on with no settlement. read more