Ravi, you're confused as to how insurance works in general and as to what USAA's Subscriber Savings Account is. No insurance company will give a personal auto insurance customer a refund based on the individual claims history of their one policy. Insurance works by pooling risks -- you as an individual may NEVER actually have a claim, but that's not the product you're purchasing. You're purchasing peace of mind -- you're protected from the possibility of crippling financial difficulty if an insured event happens. On topic: I've been a USAA member for more than 20 years. Never had a complaint... ...however, they've recently greatly expanded their default homeowners insurance policy, and it includes A LOT of coverage that I don't need (and I'll bet a lot of their members don't need). My premiums are scheduled to increase by 25% upon renewal. I completely understand, because I would be paying for more coverage. As I just said, however, it is coverage I don't need. I'll be shopping over the next month or so -- and in 10+ years of being a homeowner, I've NEVER shopped around for homeowners insurance (and I never shopped around for renter's insurance in the 10+ years before that). read more

LOOK FOR A DIFFERENT INSURER! I have been an avid user of ALL USAA products - I have Credit Cards through them, I currently use there online banking, and for the most part I would think of them as a top notch service - the customer service is typically top notch and quite frankly I knew I was paying top dollar for the service they provided for a number of years (10+) but recently found a major flaw in their design. I recently got side-swiped by another vehicle. Roads were icy and otherwise it was the first claim I had made in over 10 years - not bad by my standards- or any other ins co., So they asked me if i would like to use what's know as a direct repair facility - I said sure why not...BAD MISTAKE!!!! I REPEAT NEVER ALLOW ANY INSURANCE COMPANY TO USE A DIRECT REPAIR FACILITY!!! HERE"S WHY-........ When u use a Direct Repair Facility (From this point on- a DRF) too much power is given to this facility to make any determination to total your car. Once any DRF says your car is totaled it is out of your hands - paperwork goes to USAA which then deems your car a total loss and offers you 75% max of your vehicle's total value. (They offered me 60% but then subtracted taxes to equal in the end 55% of the value on my vehicle) To make matters worse - there is a rule in most states that once any DRF labels any vehicle a Total Loss - the insurer has the right to just pay the claim, request the titel and you are out of a car. So.....for an accident where I was still and the other vehicle had slowed to 10 - 15 MPH max and where they just had some slight damage on their right from 1/4 panel and I had damage to my lt front 1/4 panel and it buckled up my hood. The DRF (TRUE2FORM - ALSO DONT USE!) came up with an inflated estimate of 5K + I said I wanted a second a second opinon - SORRY - was their reply - the paperwork has already beeen sent - too late to do anything to reverse this process. As a result, I knew I couldve got it fixed for half tis price - but it was out of my hands and my nice pristine Accord EX with all the options, leather interior, mag wheels, decked - is now on its way to the junk yard. Oh yes - but USAA was courteous enough to offer me the vehicle back - if I chose to buy it from them! In damaged condition for 1/2 the price of the damage. So then - let's see I have a damaged car that I had to pay the insurance co that I hired to protect me - for - that I then have to turn around and pay to repair with the payout money granted, but only end up with half of the original half that I should be gietting. And where do we the consumer get to call you assholes on this ignorant theft of the common little guy??? Thx be to YELP!! So if you live in OH - or anywhere for that matter and you have USAA - call and ask them the scenario for an accident where a DRF says that the damage is dollars above what the 75% value of your vehicle is. Just know what your value is rated using NAPA - then take 75% of it - now deduct 10% from this and add another 20% for inflated charges from TRUE2FORM - THIS IS THE REAL AMONT YOU ARE PAYING FOR YOUR INSURANCE. _ _ _ I am postiive more people would be switching if they knew what they really were payng for. Sorry USAA - but your company and its CEO's have obviously gotten too fat from the SLOW business of yesterday - I'm off this ship and if you;re a current USAA member I recommend you really start examining your policy with a fine tooth comb and search your competitors - Im sure there's a better deal to be had! read more

Worst customer service. They never get digital faxes even though a conformation # exists. USAA dose not use EMAIL they use fax only for claims and they deny receiving faxes for claims. I faxed them over 20 times + over night mailed claim forms they still did not process claim. This did not happen once it happened 3 times on different claims. They did not pay claims because they said I never got them the forms in time. REALLY? I faxed next day to correct USAA Fax number many times and for two weeks after. USAA avoids paying claims and lies to clients who have been customers for 15 years. USAA did not pay claims 3 times when they were legally responsible to pay out according to policy. This company is a bunch of dumb texans that steal from paying customers by not paying out claims. Anyone who said they were great must not have tried out a real insurance company like State Farm. Call USAA right now who is going to answer your call probably nobody and if someone does answer count on it being a complete moron. read more

I was hit by a USAA insured driver almost a week ago. I was driving down a STRAIGHT lane in a parking lot and this woman backed out of her parking space, right into my car. My insurance company (GEICO) has been so nice and has made sure that everyone in my car is not hurt. USAA, however, will not even take a statement from the other person in my car, and is siding with the woman who backed into my car without looking. The last time I checked, if you don't look where you are going, the accident is your fault, right? Not to USAA. One of their representatives actually hung up on my mom this morning when she was speaking with him. They are a horrible company that doesn't care about anything but money, and will not pay anything even if the accident is at the fault of one of their insured drivers. I do not have spare money lying around to pay for damages caused by ANOTHER PERSON. USAA does not care, and the man who hung up the phone on my mother would not even give her his name or id number to report to his supervisor. I never ever want to even speak to anyone that is insured by this company, because i don't want them to hit me and then raise MY insurance rates. read more

This is by far the worst insurance company i have ever delat with. I am a claimant and have been waiting over 30 days for a settlement on a motor vehicle accident. Everytime i call it's hold please and I wait over 1/2 hour on hold for them to "handle my case".. to no avail,, i still have not resloved this and am still waiting on a settlement check. How can you run an insurance with a call center? just horrible read more

I've been with USAA for 20 years now, and never had an accident claim, and never an incident. While I was a huge fan of USAA for over a decade, and their rates were very competitive, THIS IS NO LONGER THE CASE. USAA AUTO RATES ARE NOT COMPETITIVE! For years, when the competition would call, I'd tell them I had USAA and the competition would concede that they couldn't match the rates for equal coverage. Recently, I've taken a few of the competitors calls. The tone has changed. When I take the calls, the competitors are giddy with delight to hear that I have USAA. They are confident that they can beat the rates. I've recently discovered that my USAA rates are ROUGHLY DOUBLE THE RATES THAT I CAN GET WITH FARMERS, STATE FARM, and others. Very disappointing - I've been very good to USAA, but, they haven't done right by me... With an unblemished record, and 20 years of loyalty, I'd expect a respectable, competitive rate. I'm even willing to pay more for equal coverage to have USAA (the old USAA) - but even the old USAA isn't worth DOUBLE THE PREMIUMS. I've sent over $60,000 to USAA over the years and all it's cost them is 2 windshield replacements over the 20+ years - and for this I pay double the premiums that I can get with the competition? I think not :-) BYE - BYE - so sad to see the demise of a once great insurance company... read more

I have been a customer with USAA for around 8 years and I strongly agree with the folks on here complaining about the rapid decline in customer service and loyalty. I gave them one star because the service sucks and they continue to hire non-military people to support and service their accounts. USAA needs to send their black, hispanic and Indian employees to 'How to Talk to Customers' classes. read more

I have never felt so mistreated and dismissed in all my life until I was rear ended by a USAA insured driver and USAA wrote my car off as a "Total Loss"! I have a bent bumper and a small dent in the rear hatch door of my Toyota 4Runner. I drive my car everyday with no engine, transmission or other any mechanical damage. The only reason USAA won't fix it is because they don't wan't to pay for the repairs. They tried to offer me $3,200 to steal my car from me- I take the money-they keep my car. They offered me $2,500 and a "salvaged title", if I wish to keep it and fix it myself. Rip off, self serving thieves like USAA don't care about anything but making money off poor helpless drivers who think they are dealing with a big named insurance company. I'd rather deal with a smallercompany with integrity! read more

My ex husband and I had USAA homeowners and auto insurance for over 20 years and loved them. In addition we had a checking and savings account through them. USAA was still top of the line when I got divorced. The problems started when I got remarried. My current husband had a previous USAA insurance account that he had shared with his first wife. When he and I merged our insurance accounts together (NOT THE CHECKING/SAVINGS), all sorts of data got merged and mis-handled. For instance, during a verification process with a representative, I was asked for my birthdate. When I provided it the representative told me, quite rudely, "No, it is not." She would not tell me what birth date they had for me until I requested being escalated to a manager, who very politely told me the birthdate in my record. It happened to be my husband's ex-wife's!!!! My current husband's birth year had likewise been changed to that of my ex-husband's. Very scary, but we let it go. A few months later, I created a teen account from my personal checking account (which my husband does not share) for my husband's son. I requested a card be sent to my home, yet it was sent to my husband's ex-wife's home address. There should be no record of that address linked to my account. I don't even know what the address is. What really saddened the matter is the customer support I received from USAA. When I contacted them via email regarding the incidents I got a very dismissive email from a customer support representative which did not address any of the issues. The response was flippant, avoidant, and dismissive. It is my observation that USAA customer service is declining for the average individual. Being a graduate Project Management student, I am aware that certain financial institutions are so concerned with profitability that they provide standard service (in USAA's case, substandard) to the average folk while providing outstanding service to the big fish. This is called customer segmentation, and it upsets me that USAA claims to be an organization that claims to know what it means to serve and has begun providing substandard service to the little people. read more

Typical insurance company with the BS lines. If your ever in an auto accident with one of their members hire an attorney. You'll be happy you did. They have to pay for it when you win. They are low rate insurance company that 1/2 ass pays for repairs.. Tampa Bay , FL read more

Excellent auto insurance company to work with. Had a pizza delivery kid make illegal left turn in front of me and we hit head on. Before I left hospital (just to get checked out) they had claim setup, opened a claim with State farm (kids insurance), reserved my rental car (gave me confirmation number), and were sending adjuster out to inspect my car. This was done in the span of 1-2 hours that I was in hospital. Adjuster checked out car the next morning and said car was totaled. USAA sent check (more then expected) for me to start looking for new car. They sent check, so that I wouldn't have to be hassled by State Farm. I have never had customer service that responded as quickly or politely before. read more

I had my truck stolen in Seattle, WA during a trip to San Francisco,CA this last August. I was pulling a boat with the truck. The thieves didn't steal the boat, so I was left with a boat in a hotel parking lot in Seattle. So, what did USAA do? ABSOLUTELY NOTHING.! They told me I "had a problem". I had to rent a UHAUL moving truck to pull the boat to San Francisco. Cost me well over $1,000. What did USAA reimburse me? $90.00. Said the $90.00 was for 3 days car rental at $30.00 per day. How long did it take to receive the payment for my stolen truck and the "rental reimbursement"? TWO MONTHS! TWO MONTHS for a stolen vehicle reimbursement that they tried to short me on the value by over $5,000.00. They have the very worst claims people in the insurance industry. This from a former insurance claims company executive. I know what they should have done. But they didn't. BAD, BAD, BAD POLICY HOLDER SERVICE! Looking for other insurance companies now for my eight (8) vehicles. Can I rate them a 0? read more

I've been a member for over 20 years and mostly they have been great to work with. The one irritation I still have is why when my learning to drive daughter drove our van into the garage door and clipped our other car I had to pay 3 deductibles. If she had hit someone else's car and garage it would have been only one. Easy to add cars easy to contact. read more

I have auto and property insurance through USAA. My daughter came back from College for the holidays and I called USAA to add her to our policy for the month so she could drive our cars. She is back at her dorm now and will not be driving a car. Now they will not drop her from our policy, when they EXPLICTLY told us that they would be able to do so, when we added her to the policy. Now they are saying because she is "technically" part of our household, they are not required to drop her from the policy. So now they will be charging me an extra $300 over the next 5 months because they can "Technically". read more

Let me start by saying I only write reviews when I travel, hotels and restaurants mostly. I am so disappointed with USAA currently, I must share my thoughts with those willing to listen. I use USAA for everything: Checking, Savings, Money Market, Brokerage, Managed Portfolio, Credit Card. Up until 1 year ago, I was 100% satisfied with them. Their customer service to this day is exceptional and I applaud them for that. My immense disappointment comes with my auto insurance policy. As a 26 year old man with no tickets and no accidents, living in the country with NO theft in the county, my insurance has rissen roughly $55 per 6 month policy in the last 3 years. I used to drive a sports car, 300hp +, rear wheel drive and had it garaged in a major city. I paid $455 per year with USAA! This was when I was 19 - 24 years old. I purchased a new car and my policy jumped to $600 per year. No problem, new car more expensive to replace. However, my recent 6 month policy renewal is for $411 making my annual cost (if it stays at $411) $822. I called them to ask why this would be. She immediatley stated it had nothing to do with Hurricane Sandy (first words out of the reps mouth). Got me thinking. She said that when I turned 25 I entered a new insurance category and I was now considered risky, making my insurance rise. So, do not be fooled. No accidents, no tickets does not mean your insurance will not increase. Because I am still pleased with their other services, I will remain a loyal customer to USAA with respect to those services. I will however be shopping for new auto insurance. Keep in mind their is no added benefit for staying with an auto insurance company for many years. You can change as much as you want and it will not impact you. Make the effort to shop around and get the lowest price. read more

Very poor customer service. My daughter was involved in an accident last summer and the USAA insured policy holder was 100% at fault. It is now 8 months later and I am still try to get payment back from USAA for the accident and costs. I am shocked at the disparity between the commercials on the radio and TV and what actually happens. I am very disappointed in USAA insurance. I someone from Corporate wants to address the the claim number is #8292522 read more

Super helpful when you are buying coverage. Good luck filing a claim though. I talked to 5 different claim adjusters about a homeowners claim and they told me 5 different things. They used to go out of their way to help you, now they look for loopholes in the policy so they don't have to fulfill your claim. Make sure you request all 60 something pages of your policy. They only send 20 or so and it leaves out a lot. Yet another company that takes advantage of Veterans. read more

Hey I listed one of my autos as non op and cancelled the insurance with USAA. They charged me for another year saying that because I owned the vehicle it had to be insured, even if it was only parked in our garage. I showed that I had two other running vehicles and going to wait to fix this one, and it was toooo bad for me. Not a good business practice. Going with Farmers insurance now. Don't get screwed check your bill them often, not a nice company! Vets unit and beware. read more

I was an eye witness to a driver driving away from my mail box after hitting it and driving down the street stop and get out of the car to check out the passages side of the car that hit my box. After getting the drivers ins. Info. I put in a claim to USAA INS. only to be told that their was no way the driver hit my mail box and that what I saw was a lie, because three days later when they looked at the car they couldn't find the paint from the mail box on the mirror that hit my box, so their no way it happened. Great Company representing our military.. read more

I have never had to actually utilize insurance before, so I was wary about this company based on its negative reviews. The reality, though, is that all insurance companies have an even mix of people who love them and people who hate them. Not really any middle ground. I first signed up with USAA because, as a young male driver with no prior insurance record, the other companies like Geico and Progressive both had the same rates, and that rate was twice as expensive as what USAA was offering me. Now, supposedly USAA offers a 3-year promotional rate, through which I have one year left. What the rate will be after that, I don't know. Maybe my review in terms of price will change. What won't change is my experience with their claims department so far. When a cargo box that I purchased for my vehicle was damaged by wind, I didn't think I would be able to get reimbursed for the cost since the accessory is not permanently mounted to the car. If I had my own personal property insurance, either renters or home owners, I could have used that, but I did not have either. The agent was very courteous and, even though he didn't have to, he was able to give me $250 for the damages to put toward a replacement cargo box. That really impressed me. A family member recently got into an accident where their car was totaled AND they were cited as being at fault. USAA doesn't have a vehicle replacement policy like Allstate and a few others seem to have. Instead, the vehicle was totaled, their USAA loan was forgiven, and whatever appraised value was left over on the vehicle was also paid out. Keep in mind that vehicles only depreciate, so when you total a vehicle, the only way you're going to get your money back in the long term is if you go with a company that offers vehicle replacement. Luckily, they had accident forgiveness and so USAA did not raise their rates, and they still took care of everything that they could to make the claims process as easy as possible. Recently, I myself hit an animal and did almost $10,000 worth of damage to my SUV. The vehicle is worth more so it was not considered totaled, and I was insistent that they not even try to total it. Living in rural Alaska, this sucks for multiple reasons. One, the nearest body shop is 250 miles away. Despite this, USAA had their partner tow service, who was also 250 miles away in a different direction, come over and bring the vehicle to the body shop at no charge to me. I decided to take the vehicle to a USAA authorized business, that business sent USAA the bill, and USAA payed the bill. This whole ordeal was started and finished within a week. I was sure that my deductable, being a collision, would be $1000, per my policy, but they counted it under comprehensive so my deductable was only $100. Wow! I will point out that I have both comprehensive, collision, roadside, and accident forgiveness for a complete insurance package. So far, it has been well worth the $94/month premium that I pay, and that premium is almost 50% of what all the other car insurance companies quoted me for when I was shopping for insurance. Needless to say, I am more than impressed with this company and have gone on to purchase renters insurance from them as well. read more

Was involved in a car accident where the USAA member (a 17 year old teenager driving on Daddy's policy, speeding at 45 miles an hour in a 25 mile zone, texting) rear ended me, causing a 4 car collision. What does USAA do? Asks me to bring my car in to their collision center and after a 10 minute estimate, has a check cut for the 1600 damages (which I never got, even though they said its in the mail!). After the mechanic opened the car, it turned out it was 6000 in damages. Now its a total loss and I get 2300 offer to help get another car. Said it was what the state deemed what my car was worth even though they had the wrong make and model on their paperwork, never sent me any written communication on what the exact damages were and basically held onto their paperwork to put me in a worse situation than what I was in. When I started asking questions, they would say 'I'll have your adjuster contact you". I never spoke with anyone who was on my actual case, always with the next available adjuster. They are unethical and poor in their customer service. I would expect an Insurance company for the military to be better but next time, I'll go through my own collision policy. They use hostile tactics to make you accept their outcome, never communicate and feign sympathy. Bunch of liars. read more

Found my car with a dead battery this morning and called roadside assistance. They were quick and scheduled pop-a-lock to come out and give me a jump. The driver didn't show up after half an hour, but I got a message from USAA following up around the same time and they expedited another driver to my location within the hour. The sub-contractors make mistakes sometimes, but USAA holds them accountable and makes sure you're covered. read more

I called in to cancel my service because it was a little too pricey and bumped into Christina. She was very nice right off the bat and assured me that she didn't want to lose me as a customer. She was able to update some very important things on my policy that knocked the price down about $70/month! I am definitely happy with my experience, as she got all of this down within about 10 minutes. I also have renters insurance as well. read more

If there was an option to leave zero stars this would be the occasion to use it. We called USAA Roadside Assistance at around 1 pm to request a tow truck. We were told it would take 90 minutes to get a tow truck. That's a long time to wait for someone to come but ok we thought whatever. 90 minutes went by and nothing. Sitting on I 75 in 90 degree heat with no air was not nice. We called back to see where the tow truck is and apparently the tow truck went to the wrong exit. We waited and again nothing. Called back again, this time the tow truck went to the wrong side of the interstate. Called back again, more phony excuses. Eventually a tow truck arrived around 4.20 pm. USAA needs to completely overhaul how they evaluate their subcontractors and find those that can help with MUCH SHORTER response times. There was no way they didn't know our location since they used our cell phone to ping our location. It was clearly a problem with the subcontractor and USAA both of which seemed to be unable to relay location information correctly and accurately. In addition they would only tow us for 11 miles. We had to cover the difference of another 11 miles ($60) ourselves. Really? They should reimburse us for the terrible inconvenience they caused us. read more

Worst customer service.I have ever received and that's saying a lot since I had terrible service with Cox. I wanted to do something simple and update the mileage on my auto policy so I called customer service. That was a mistake and when I asked to be transferred to a "supervisor," it was worse. He sounded like a 12 year old kid who had no authority in assisting me regarding the security questions. After calling back three time, I finally spoke to someone in the web department and she asked me some "security" questions like Member ID number. I asked her if that was the same as the USAA number on my statement, and she told me no. After trying to find another number and being unsuccessful, I found out the USAA Number and Member ID number are the SAME. I suggested to her that in the future, she use the same words as on the statement. She told me TWICE she would give me the security information attached to this account but never did. After finally getting through security, I was transferred to the policy department.and found out the telephone number I gave for the security question was right. I'm in the process of looking for another insurance company. read more

I've been a USAA member for 26 years and have always had good things to say about USAA products and services. I spent time in Iraq 10 years ago and came back a different person. I had PTSD but wouldn't admit it. I ended up being homeless for over a year and even though I kept up with 2 loan payments I did default on a credit card I had through USAA. USAA restricted internet access to my accounts meaning it's a pain to have to call constantly with questions about existing loans, checking account, investment account, and insurance. I've rebuilt my credit (and mental health) and am about to buy a car. I'm pre-approved at my local bank, but I wanted to see what USAA would say about a loan. I also wanted to see if after 10 years USAA would allow me to use online banking again for my existing accounts. I was transferred to collections where I was on hold for almost 45 minutes. The collections lady was polite and explained to me that it is USAA corporate policy that whenever the "bank" looses money that basically the member is banished for life and there is absolutely nothing that can be done...... I specifically asked "So USAA corporate policy is that they wish for me to take ALL my business elsewhere?" and her answer was "Yes" So much for all those warm and fuzzy "we love veterans" commercials you see on TV from USAA. American Express, Capital One, and Wells Fargo are all willing to give second chances after recovering from life's downturns - but not USAA, to them I'm just a looser veteran that they want to go away for good.......... read more

We hate writing negative reviews but USAA insurance totally deserved it. We are a claimant for an accident USAA took full liability. We have spoken to adjuster Sheena Donald from California office. At the beginning she was helpful and offered us a rent a car and additional insurance and cost of gas included up to $50 a day. We went to Enterprise to rent the car and they declined additional insurance and the gas coverage after they have spoken to same person "Sheena Donald" We called USAA to speak to her manager Emily Van Santen. The customer service representative Austin was very rude and rejected to connect us to any manager. We kindly asked Emily Van Santen call us back and help in our problem. Nobody called for a long time. Then we received a message from Lilian (210) 831-8722 (Last name was not left) who didn't even mention she is a claim manager in USSA. She told in her message that USAA sent us a letter explaining they don't accept any extra rent a car coverage what Sheena Donald promised us. We never received any letter from USAA so far. She also advised us to call Sheena if we have question. We have called Sheena and left 3 messages, she din't return any of them. I am a steno typer, I recorded the whole conversation with Sheena which is totally legal according to law, when she promised us the extra coverage. If USAA wants to keep their reputation in this very competitive market, they should already fire Sheena Donald, customer representative Austin and Lilian because of their dishonesty and mispresenting of their company. We can even do that by ourselves by filing a law suit against USAA, but they are not worth to loose time and energy. We believe and hope Mr. Josue Robles Jr. - Executive Vice President, Chief Financial Officer and Corporate Treasurer, gives us a courtesy call apologize and compensate our loss. read more

I have never been violated as much until I was involve in accident with a customer of USAA. After several weeks of back and for I was told to get an estimate from an repair shop. After getting the estimate it was several days before I could reach anyone who would tell me what my next step would be.. After sending the estimate I received a letter indicated I could take my vehicle to any shop for repairs. I made a mistake and mention to USAA that I would be using someone else .Bad mistake... I am upset that the estimate that was sent in is not the same as what was written up by an approve repair shop apparently they have two quotes one for the customer and one for USAA. Both USAA and Service King DO NOT HAVE THE CUTOMER BEST INTEREST . I wish I had call a lawyer for help. read more

I've been a member for over 19 years. unfortunately it took too long to acknowledge USAA lack of integrity, cheating business tactic. I was in an accident where another vehicle hit my car on the driver side rending it un-drivable. I did the recommended things as call police, took other car information and called it in to USAA that night (Sat.) I was given a recommended shop to take it to and told the paper work would be waiting there for me. it was not. when calling USAA Monday to get the paper work sent to the repair center. the claim representative immediately process the claim as if it were my fault. All without doing an investigation or looking at the pictures that I presented on line in the claim section. I spoke with claim representative (rep.) Ashley, who told me my deductible as if I was the person at fault. after turning in the car and getting a rental, the following day (Tuesday) I received a call from USAA rep Cathy who declared the Nissan maximum totaled (no investigation done to hold the hitting party responsible). and told I would be given 5 thousand dollars for the 15 thousand dollar (blue book) maximum. I contacted the repair place and was told the damages cost totaled 4 thousand dollars which USAA refused to pay. even if USAA totaled the car, its only done if the cost of repairs are over the cost of the car, with their offering of 5 thousand dollars, it was not over the estimated value of the car. when asking USAA about having the hitting party responsible, I was told its my choice if I wanted to go after them. I disputed the value of the car with Cathy who stated they do not use the blue book value but a retail value which only covers 20% of the car cash value. I didn't buy the car retail, so why is it being priced at retail? putting it all into perspective this a the second car that USAA has total for my family without doing an investigation. it was a new Honda and I was given 15k. its more convenient for USAA to total the car for 2 reason, with accidents listed as your fault, no other insurance company is willing to take you on as a customer. this guarantee USAA your service. looking back this has happened to me numerous times with USAA. Once I was side swiped by a whit Mercedes during supper bowl weekend. I contacted the police gave them the car plates. they in turn gave me the person address and name. All which I passed on to USAA who later stated they could not locate the person and had me pay the deductible...putting me at fault. USAA caters to military member because they know we are the most vulnerable. with constantly switching location, family life and being deployed, little time is left to look into such fraudulent insurance practices being used by USAA. read more

I was with USAA for a very long time and I was very happy with them. Then I lost my job. I couldn't pay my bills. USAA's response? Lock me out of all online services. So.. I can't access my accounts. Any of them. Not even the ones that I managed to keep current. I talked to their collections people about getting a payment plan started and restoring my access online and the woman told me that they would never re-enable my online access. So I said fuck it and started banking with Cap One. So here I am a year later. Finally back on my feet. Trying to pay off my debt. I call in, and get a really nice little old lady who tells me that I can't pay any of my debt with a non USAA account over the phone.....Okay.... So I get her to give me the account number for my car loan, and I set up an automatic push from cap one. Fine. But the two accounts that I let fall behind? She tells me that the team that deals with that.. is only open 7am to 11am on Fridays, and to call back tomorrow morning. Well today is Saturday.. I call in, and the guy tells me they're closed on weekends and that I have to call during my work hours on Monday-Friday. All I want to do is fix my goddamned credit. Its not even a lot of money that I owe. I just had to focus my money on medication and my car. Luckily depression / cancer didn't win, and I managed to find a great job amidst all of my strife that allows me to support our troops,,, which means a lot to me since I wasn't able to join the military because I had cancer. So... thanks USAA. I'm glad that when I really need your support... that you essentially threw me under the bus. Cut me off like a dead limb. I had almost all of my accounts through USAA for years... and that is how I am treated. Methinks not indeed. read more

USAA Security has been breached. The IP address of the breach came from Florida. Personal information (account numbers, personal security questions, personal family information, address information) has been obtained. I highly recommend that you do everything necessary to protect yourself. Amanda, Kooter and Diane have verified they have had a security breach resulting in a loss of funds in the amount of approximately $4000.00. USAA has failed to resolve the breach and failed to respond as USAA associate Rick had promised by May 25, 2016 at 7:00 AM regarding reference number 1697097 . Denise, Devon nor Corie has been able to resolve the issue. PLEASE: Protect yourself from USAA and find another financial institution. The breach occurred at Winn-dixie. I will say that Devon has been the only representative that has appropriately handled our call. Unfortunately, the USAA security breach has caused finical difficulty and USAA feels no responsibility for their security breach. This has been an ongoing situation that is unresolved. Again, I recommend USAA members protect yourself and those that are not members, do NOT use this institution for security reasons. Member Experience: Amanda This happened to me too. Kooter Thank you for this information. ... breached and nearly $4000 stolen Mysteriously, Diane's comments have vanished read more

My USAA credit card got hacked while I was traveling. Spoke to someone in fraud dept. who said they would send me another card in 3 days. Get home from travelling a week later and no card. Called USAA again and they said they would send me another and reverse the charge for the expited delivery of first card. I was never told about this charge when I talked to the first guy. Now a week later and 2nd card which is no good shows up but no sign of other card. So I cancelled my account after 20+ years. There's plenty of other companies willing to take my business. read more

Pray to whatever god or atheist figurehead you favor that you're never on the other end of a claim against a USAA client. After a USAA customer who was under the influence totaled my legally parked vehicle, I had to fight for months to receive every cent I was owed for the damages I incurred. Every time I called in, I ended up speaking to a different representative (upwards of 20 different people, all told, as the rep assigned to me had her calls default to voicemail, and she would never return them)--and many of the reps would tell me something that contradicted what the previous one(s) had said. You're just a number to these people, and they'll do whatever they can to make sure they pay you as little as possible of what you're duly owed--fairness has no bearing, here. They provided a replacement rental vehicle for only a week (despite taking two months to resolve the claim and pay me what I was owed for my lost vehicle). They did not pay for rental insurance. The claim was processed incorrectly numerous times, a fact I had to discover each time on my own, and fight to have corrected (after being again reverted to a claim filed for the incorrect state) as USAA's complete lack of transparency, communication, care, and attentiveness obfuscated all efforts on my part to stay in the loop. I wasted a minimum of 40 minutes a week for the duration of the process rehashing information I'd already given them, only for them to re-discover it in their system. No part of this process was easy--you'd think I was the one who decided to get high and trash an innocent bystander's property, rather than their client. Avoid this company at all costs, if you can help it. I unfortunately could not. read more

Worst customer service ever!!! Had to order a new card suppose to be here in a couple days almost 2 weeks and still waiting. And have no branch locations to go to since they closed all the branches in my state. Set up a account to transfer into supposed to take 2 days called today said they will get to it when they get to it. So yet again have no access to MY MONEY. WILL BE CHANGING BANKS!!!! read more

After 10 years of being a loyal customer, 2020 will be the year I find a new bank. I recently experienced an accident with my credit card which resulted in a substantial fee. Not fully understanding the issue, I called customer support to review options - especially how to prevent similar occurrences from happening moving forward. While doing so, I was told that as a curtesy, USAA would waive the fee. I was further told that I needed to await the fee to post and to call back to then resolve the matter. Upon posting, I called a few days later and a different representative had an entirely different story and was firm that the fee would not be waived. I rebutted their hostile response with my reasoning based on that I was explicitly told conflicting information. I was then met with suspicion, as if I were trying to game some sort of system. I was very put off by this and challenged this associate to initiate a formal complaint which involved pulling the last call to verify that I was given "bad information." I was told this case would be elevated and I would be reached out to directly by some artificially important sounding executive resolution team. Four entire business days later - not a peep. I called again to firmly ask for the status of the situation, and was given a totally bureaucratic runaround that the case was was being reviewed by someone else, and this person will send an email to that person, and they will personally ask their manager to contact their manager to request a status update - blah blah blah. I was literally told that my case has gone through multiple levels of escalation yet not a single person I spoke with has shown any interest in resolving the issue or could assure what to expect next. Again, this is a simple case of being told a fee would be waived and has instead turned into an outrageous carnival game that USAA is seemingly incapable of stopping. I could only relate my experience to the worst-of-the worse past dealings with local state DMV offices. The antiquated, archaic, and rife with red-tape practices and complete absence of accountability has significantly diminished my impression of USAA, and I am no longer willing to be a part of their circus. I've always been an advocate for USAA and I'm deeply troubled that this elementary issue has seemingly stumped the best of their best as associate after associate has been crumbled to a simple customer service issue. I can't trust an organization that folds this quickly with anything of importance. read more

USAA has deprived me of online access to my accounts, just because I will not answer a survey that begins with these outrageously intrusive questions: 1) What's your annual income? 2) What's your primary source of income? 3) What's your estimated net worth? 4) Are you or is anyone in your family a senior foreign political figure or the associate of one? Worse, USAA failed to remedy its wrongdoing, despite my multiple requests to fix things. Details: a) USAA.com allows a logged-in member to bypass its intrusive survey three times, after which b) USAA.com blocks the member from online access to his or her insurance and banking accounts. c) The survey does not permit the USAA member to bypass or decline to answer questions (1 - 4). d) USAA failed to give advance notice that answering coercive survey (1 - 4) would be a condition of online access. e) To try to get USAA to fix (a - d), I placed a 24-Jul-2018 telephone call to USAA. Representative Jaritza identified herself as being in charge of the intrusive survey, and admitted forcing members to respond to it. Jaritza not only refused to make answering the survey optional, she denied my request to connect me with her manager. Jaritza stated that since Jaritza was in charge of the survey, her manager would simply refer the matter back to Jaritza. In bad faith, that is, Jaritza obstructed my attempts to escalate the matter. f) I redialed USAA. Representative Tikwana assured me that Jaritza's manager, Samantha Patton, would call me with 24 hours. This proved to be a bait-and-switch. As of this writing, more than two weeks later, Samantha still had not reached out to me. g) Tikwana looked up the justification for coercive survey (1 - 4) underlying reason, per USAA internal files. Here's what she read to me: "customer diligence". In other words, USAA has no regulatory or statutory basis for coercing survey (1 - 4). If there were such a basis, then USAA would have given written advance notice, citing the relevant regulations or statutes; to be consistent, USAA would furthermore coerce answers to survey questions (1 - 4) as a condition for other-than-online access to USAA accounts. Busted: USAA has not blocked other-than-online access to my insurance and banking accounts. By telephone, for example, I have managed to file a homeowner's insurance claim, and to wire from my Federal Savings Bank account. Customer diligence is a disingenuous excuse: it doesn't even come close to passing the sniff test. Self-reporting is unreliable, and can hardly be deemed diligence. Other institutions, (e.g., Bank of the West) do not coerce answers to questions such as (1 - 4). h) On 25-Jul-2018 I reached Cynthia in USAA's fraud department. I cited Samantha Patton's failure to contact me, and explained why coercive survey (1 - 4) is tantamount to USAA committing fraud and theft of services. Cynthia said she would expedite CEO Relations getting in touch with me, soon. Two hours after my call with Cynthia, I re-dialed USAA. Representative Alex said that I should expect a call from CEO Relations representative Julian Sapien ((14+ years with USAA, see www.linkedin.com/in/julian-sapien-969a7662) ... after Julian had reviewed my case, and within two to three days. i) 28-Jul-2018. USAA representative Victoria D said that by "two to three business days" USAA really meant that it would take two to three business days for Julian Sapien to follow up with me. Victoria said that since "we don't work Saturdays", Julian really had until close of business on Monday, 30-Jul-2018, to honor the timeline USAA had pledged. j) 30-Jul-2018 through 1-Aug-2018 came and went, and still Julian Sapien had not contacted me. 2-Aug-2018: USAA representative Janae could not (or would not) tell me why Julian Sapien had (still) failed to ring me up. Janae added that it would now take an additional two to three days, starting from 31-Jul-2018, for a CEO Relations representative (other than Julian Sapien) to get back to me. I declared this unacceptable, at which point Janae connected me with (wait for it) Julian Sapien. k) Julian Sapien asked he how could help me. I said that he could start by telling me why he had not gotten back to me no later than close of business, Monday, 30-Jul-2018, as he was supposed to have done, and why I was forced to phone him. Julian Sapien replied that he had no answer for me. I requested to speak with his boss. He refused, "That's not what we do here; we don't pass the buck." The buck? Unresponsive to my request, Julian instead asked me to recount the problem from the beginning. At that point it became clear that Julian had no clue why we talking, and that he had never reviewed my case at all. The buck? Wantonly breaching his duty, Julian Sapien proved himself untrustworthy. Julian Sapien obstructed dispute resolution. This debacle would not have happened under USAA CEOs Robert McDermott or Josue Robles. read more

29 years of perfect payment record on two cars and a million dollar home. Two claims only in all those years. I called in last year to let them know we had spent $60,000 in renovating our kitchen...got very uncaring people. I could't figure out why, if we had full relplacement cost insurance, they wouldn't want to know about such an extensive renovation. This year the bill came--my bill dropped $500 for the house insurance. Objectively this is not bad of course, but it seemed counter-intuitive given the renovation. And I saw that our normal credit for having an alarm system which was usually near $300, was this year only $4. I was told the alarm system credit is "flexible" and if someone's rates go too high, they give more of a credit so the client doesn't pay too much. In my case it was the reverse...I didn't get the full benefit of the rate drop (which they attributed to the age of my house) because they reduced the normal credit for the alarm system. Huh?? this is statistics based insurance? Then I checked the pics from our last walk through inspection---the pictures of rooms were mainly of beds with clothes piled on them (from a child moving apartments)--they showed NOTHING of fireplaces, bookshelves, lintels..anything which might affect house replacement cost. I objected to the pictures but was told due to "national security policy" they could not be taken down. Huh?? As others noticed too their computer system is from the 1960s (literally..I was told that on the phone)--dressed up with some web front-end to make it look good, but if you send a payment in, it only can get applied to all open accounts, no way to have it apply to only, e.g., your car insurance. Well, you can if you call in and they try to have that one payment journalled over to just one account, but I called once and mistakes were massive. I've asked several times to speak to a manager and always been told "not possible". Twice recently (in re: the house insurance) the person on the phone promised someone would call me back with the needed answer. I never got a call, and when I called back in, that person read the notes on file where yet some other employee had annotated, "no call back needed or done". So much for making sure one employee backs up another! We are really looking into changing companies longer term. read more

When my husband and I married 27 years ago, we dropped my insurance and added me to his policy. We have had excellent service from them all that time. We have both savings/checking account; life insurance accounts; auto and home insurance. We've had claims in the past 10 years on both the auto and home insurance accounts and the service has been amazing. The first auto claim was an accident where my husband was at fault and they handled it quickly and within a week, the car was repaired and the claim paid out. Then we had hail damage to our home and needed a new roof. When two of the 5 houses on our block were having to replace roofs due to hail damage, we had a couple of roofers come by and give us estimates. Then I called USAA and they sent out their adjuster the next day. We had three estimates, one very high (almost 3 times the next highest estimate) and the other two were within 10% of each other. They paid based on their estimate, which was higher than the two lower estimates! Because all the roofers were very busy, we actually had the payment from the insurance company before the roofer was able to start work. The other claim was with our daughter's car. She was involved in one of the chain 5mph accidents in front of the high school. While our daughter was at fault, the whole thing was caused by a number of inexperienced drivers. Car 1 started to move and then stopped suddenly; Car 2 managed to stop with an inch before hitting car 1; daughter was Car 3 and she hit the bumper of Car 2. No-one was sure if Car 2 actually hit Car 1. Car 2 was a large pick up truck and the trailer hitch went through our daughter's radiator. This accident happened around 3:45pm. Car 1 left the scene prior to the police arriving stating they didn't have any damage to their car. Car 2 had minor bumper damage. Our daughter's car was totaled. The adjuster was able to get in to see the car that evening. We went by and got all her personal belongings from the car the next day and removed the licence plates. By the next morning USAA had deposited the value of the car into our account. Within 1.5 days from the time of the accident, they had paid out our portion of the claim. Even with all those claims, the only increase in our insurance cost has been when our children got their driver's licences. Teens are just expensive to insure. Even with that, when I'm helping my students to prepare a college budget, most of them are paying more for car insurance than we are for either of our children. We plan to stay with USAA for more years and hope our children will stay with them as they start out on their own after graduating college. read more

I honestly don't understand the bad experiences and low rating for this company. I've been a USAA customer for 31 years. There is no company with better customer service, period. We use them for our auto, home and life insurance, our banking, our auto loans, HE loans, etc... They rock! NOONE can beat their rates, let alone their service. Every insurance claim we've ever had (and in 31 years, there have been more than a few) was dealt with swiftly and fairly, with customer care and satisfaction an obvious priority. If I could give them 10 stars I would! read more

Terrible customer service. Wait time "on hold" is 4 min or worst. Leave a msg on voice mail, no reply. USAA is not the company that stared. They are just too big now. I quit! After some persistence from me USAA finally did the correct thing so I changed from 1 star to 3 read more