USAA Insurance

Price Paid:  $0.00

Summary:
USAA service is definitely in decline. They have recently gone after junior enlisted soldiers for policy coverage and apparently have not increased their customer service staff. Also, they installed a telephone call tree that usually leaves you a voice mail box. You may or may not get an answer. After being with them 30 years I am seriously considering switching - if the customer service is bad, it doesn't matter how good the premium is.

Strengths:
Used to be customer friendly, not sure any more

Weaknesses:
Growth is lowering their customer service quality - noticeably in decline

Overall Rating
 3 of 5

Value Rating
 3 of 5

Used product for
More than 1 year

Visitors rate this review
3.00 of 5, 4.00 votes

Price Paid:  $0.00

Summary:
I've been a USAA member since 1991. They have extremely loyal customers; until two weeks ago I was one of them. I had been with them since college and they were the only insurance company I would think of using. I had two claims back in the 90's and received excellent service. I would not have dreamed of switching companies, despite my wife's best efforts to obtain better rates.

I, probably like most military members, am very loyal and was willing to pay a little more for a company that will provide a high level of service and understands my needs. I did not even bother to shop around in this area.

Then I got in an accident. I contacted a customer service rep to discuss an issue and he said he would look into it and call me back. Two days later and no phone call, I called him twice, and left a voicemail. Still nothing. Two days later I left another voicemail and STILL haven't received a response from Michael. The proactive service of 10 years ago is apparently long gone. I was very disappointed - they are just another insurance company!

I daresay that a lot of their high ratings comes from older members who have been with them for 20, 30, 40 and even 50 years who have not had a claim with them in recent years - since USAA has made changes.

I won't say they are a horrible company; but it's not the same company it was 10 or 20 years ago. I know I won't get much better service elsewhere, but I can get the same service for a much lower cost. Read some of the other reviews on the internet. And once this claim is settled I will certainly be shopping around. And hey, if I cancel all my policies, I'll get a nice check from my SSA in six months!

8735168

Overall Rating
 1 of 5

Value Rating
 1 of 5

Used product for
Less than 1 month

Visitors rate this review
1.00 of 5, 2.00 votes

Price Paid:  $0.00

Summary:
I was rear-ended by a policy holder of this company, and upon trying to file a claim, was told just to have my insurance handle it as they were not going to stand by their client of 11 years. The adjuster who was assigned to my claim left me a number to call, then basically disappeared. After six unreturned calls, I started over, and was told by the next agent that I was out of luck and should just use my own insurance to fix my car as they would not own up to their claim.

The guy who hit me is a reasonable man. He is separated from his wife, and although as a couple their insurance was active, his wife successfully had him removed from the policy. The interesting thing about that is, when he went to buy a new policy with USAA, they told him he could not get one as he was already insured through mid-February.

In my experience and opinion, this is obviously another in the increasingly long list of insurance companies out there looking to collect from clients but finding loopholes to avoid paying when something goes awry. Do yourself a favor and insure yourself elsewhere.

Strengths:
Nothing comes to mind.

Weaknesses:
Lack of responsibility

Similar Products Used:
State Farm

Price Paid:  $0.00

Summary:
I have been a good insured driver with USAA for many years who was hit by an "at fault" USAA driver, all I can say for now is...get a lawyer, get a lawyer, get a lawyer. When I'm allowed to say more, believe me I will.

Price Paid:  $0.00

Summary:
I am the party with the claim. Their insured had an accident with my daughter in the car and this was in September. It is now the middle of January and no one will return calls or make contact. Terrible Customer service.