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Poor customer service, very slow response time.

My car was hit in the parking lot but someone with USAA insurance. I have had such a difficult time with them. They don't return phone calls and they don't give you updates unless you call them. The people I talked to on the phone were very non-informative and didn't really seem to care about what was going on. I'm glad I'm with State Farm and I can't wait to get all this over with. The accident happened June 2nd, I finally got an estimate on June 7th and still hadn't heard from them by June 14th so I had to call them twice and all I got was "Oh, no one has called you yet?" Now I think they're going to send me a check in the mail but the lady on the phone just said we'll take care of it and didn't tell me anything else from there so we'll see what happens. I may have to call them again.

Quick to respond at first

so not return phone calls, rude claims rep, never seem to have anyone that knows what is going on, giving the run around to customers

I bought a brand new car. I am a server so many would know how hard that is, anyways I was sleeping in my home when a lady decided to look down while she was driving and completely ram into my car knocking it over the curb into the driveway and back into the street. She completely destroyed the front end to my car. She hit it so hard she ripped the wheel from the axl, tie-rod, and suspension. She was lucky that she did not bend the frame. When MY insurance adjuster came out it took 3 hours to get things done and she told me that the the lady's insurance would take care of my rental until all repairs had taken place. Well my wonderful claims rep decided that she was going to tell me that she was not going to pay for it until I threatened legal action and then it was all taken care of suddenly. I know many of you know that when you get a brand new car that if you have major repairs within the first couple of months it may be difficult to get parts and it may take a while. Well my claims rep has been nothing but rude and condecending to every person involved in this accident. She is refusing to have the rental car paid for and I have to pay for it out of my own pocket. She does not listen to what is being said to her.....nothing! She is impossible to deal with. Needless to say I have contacted a lawyer and they are filing suit! I have had enough. I WOULD NEVER RECOMMEND DEALING WITH THIS COMPANY! I will tell everyone what has happend to me including her boss. I will have her job when this is all said and done

I have been dealing with USAA insurance. While all the people I know who are customers say that they are great, trying to collect a fair settlement has not been easy. Even though they accepted full liability (I was rear-ended by one of their customers) they have refused to come up with a realistic settlement offer on my 1981 Mercedes 300SD, and have lied to me about how they determined value (They said they checked all the cars on Autotrader.com, yet when I checked the same day their so-called information had no connection to what was there. The bottom line is that I get less than what it costs to fix the car, and they expect me to buy the "salvaged" car back as well. When I asked how that was making me "whole" they had no answer, instead telling me that my only recourse was to not buy back the car (Which would leave me with no car and about $1000 short of what it would take to buy a similar car)
As I told the woman in the end, if I'm ever involved in an accident again and hear USAA mentioned, my immediate response will be to grab my neck, since trying to be honest this time clearly left me victimized.

Fantastic rates for military officers, rewards for loyalty, dividend checks, highly flexible payment plans as long as they can view your orders, EXTREMELY fast settlement, replacement cost insurance available as well as vintage car coverage. Extreme discount for "garaged" or undriven cars (due to deployment or extended trips for field exercises). Caring, curteous, understanding representatives, many of whom were military officers at one point. Service above and beyond what "normal" insurance companies would do, such as arranging and paying for a tow truck to take your car to a USAA approved shop. Tremendous bank services, all catering to those of us who live or have lived serving our country, such as reimbursing any and all ATM fees, totally free computerized banking. Unlimited transactions as well as free financial planning, zero commission trading in any of the major markets. Car purchasing help, cost free insurance on your goods when moving if you have a renter's or homeowner's policy, dividend checks at years end if the company pays out far less than they pay out (amount differs every year, but mine have been as low as $65 and as high as ~$400). Effecient, curteous advocacy in the case of an accident--they will, on occasion, send someone TO THE ACCIDENT SCENE immediately to help you explain to the police what happened as well as see what kind of damage is done. VERY strong financially leaving me with no fear of them going under.

They cater to military officers. If you are only a relative of an officer, or if you're enlisted, their rates are oftimes higher than most carriers.

When I first started Officer Candidate School down at Fort Rucker, Alabama, I'd already tried State Farm and had horrible experiences. My mother used Geico, so I switched to them. In Daleville, Alabama, through Geico, I was paying $800 a year. State Farm's rates were slightly higher and All State's even higher than that. Then I earned my bars allowing me to use USAA (this was back when they ONLY serviced military officers). What was my rate for the same car in the same place through USAA? $350 a year!!! When I was stationed in Colorado Springs (Fort Carson), it jumped to a whopping $500/year. Then I went overseas and through their "storage insurance" my rate dropped to ~$250 a year. By this time USAA was covering all soldiers, enlisted and officers, but officers still received hefty discounts. I checked around anyway and once again, USAA's rates were less than HALF that of any of the other major carriers. While in the field at Fort Carson, all of my troop's (I was Cavalry, so a troop was the Cav name for a company in other BTN's or BDE's) POV's were parked at the airfield and all the cars were struck with terrible fury by a hailstorm. When I got back, I called USAA who then told me where to go to get a picture taken and took me to an appraiser. The very same day I contacted them, I received a check to cover the repair of all the effects of the hailstorm (broken window, over 300 individual dings, scattered all over the car). On a separate occasion an uninsured motorist ran into me in a snow storm so violent the entire city went to cold reporting of accidents. That is, you were only to call the police if there was serious injury or death. I called USAA immediately and they sent out a wrecker to pick me up, towed the car to the dealership, paid for me to get a loaner, and paid for all the damage (I had $0 deductible) on the same day and my rates didn't go up a penny! I also had renter's insurance through USAA (and at present have my Homeowner's insurance through them), so in 1998 when one of the worst Ice storms in history hit Montreal, Watertown, and Fort Drum (my station at the time) my computer received a huge power surge burning out the monitor, and the tree landing on the roof sent part of the ceiling down on all of my glass top tables. When power was restored (about 10 days later), I called USAA who asked me to get an appraisal on all the goods in question. I did so and received MORE money in total than everything had cost me in the first place. My old 17" monitor was replaced with a 21" monitor--my tables replaced with more durable tables. It took them 1 day! to cut me a check from the day they received my faxed appraisals. They wired the money to my bank account, allowing me to purchase the above. USAA has been with me every step of the way. When I retired to Tampa, FL, and bought a house there, I was told by the realtor to be sure I could get homeowner's insurance because of the damage from the previous hurricane season. I called around and in 10 phone calls or so, I received 10 "no new policies" from any of the major names like Geico, All State, Progressive, State Farm, Nationwide, et. al. Then I called USAA. Because I'd been with them for almost 18 years at that point, they were the ONLY company willing to offer me homeowner's insurance. I'm BAFFLED by all the negative reviews. The only thing I can guess is you weren't military officers--the reason USAA was started up in the first place. Very simply, if an Army (and I assume the other forces are similar if not the same) officer gets so much as a speeding ticket, he risks losing his job, or getting passed over for promotion. If he/she gets a ticket for Drunk Driving, he/she will be asked to resign their commission or, at best will simply be passed over for promotion twice, thus ending his military career. There's a reason military officer's get the rates and treatment we get. Our very jobs are on the line every time we drive a car so we are significantly less likely to get into an accident or cost USAA money. No other insurance company gives a darn whether or not I am or was a military officer. USAA does, and rewards us with lower premiums in every area. Simply put, if you're a military officer and DON'T go with USAA as your primary carrier, you're being taken! About the only reason I can think of for all these negative reviews are the people aren't, in most if not all cases, U.S. military officers. I HAVE heard from enlistedmen USAA's rates are merely comparable to these other companies. However, when you're deployed, you can tell USAA you won't be able to make your payments until you return, and they will carry you with NO PENALTIES!! until you return, at which point you owe only what you would have normally paid had you been home. Try to get THAT from ANY other insurance carrier. Good luck on that!In my book, USAA is absolutely by far the best insurance company in the U.S.A. Period! Full Stop! And no, I do NOT work for them.

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At different times I've had insurance through Geico, State Farm, Prudential, and AllState.

low premiums for officer premium policy holders

lack of customer service bad follow-through

My long-term just quit USAA after working in the Sacramento office for 6 months. Her experience working there according to her was a nightmare. She constantly complained that push sales more than caring about the customers. And how they treat their employees is another story. My girlfriend was constantly harrased by her black manager who had been with the company for over 30 years and felt she was untouchable. The reason I mention her color is that their was definely reverse discrimination going on. She would treat the black employees one way and the white employees another worse way. People had complained before, including my girlfriend, but nothing was done, until she threatened to quit. Then they offerred to give her a different manager. By then it was too late and the damage had already been done and my girlfriend had lost all respect for the company and would rather then be unemployed then work at USAA.

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auto

none what so ever, unless you count being able to give someone the run around as a strength.

never a manager available to speak to even after leaving messages. rude.

I wanted to post a warning about dealing with USAA auto insurance company and give a piece of advice. Even if you are not hurt I suggest that you go to the emergency room, get a lawyer and let them handle the case. I thought that I was being a decent person in not going to the emergency room for the slight dull pain involved a rear end collision. I figured it was normal, I wasn't really hurt so I did not want to add problems to the claim. I should have acted. USAA delayed getting in touch with the person who hit me who was insured with them. They delayed in getting me a rental car then took it away promptly. The reason behind this was that they had offered to settle the claim of a total loss on my car by an average of $2000.00 less that advertised pricing $1,000.00 to $1,500.00 less than KBB. When I told them I disputed the total that they gave me they said that they would research then took away the rental car I was using saying that it was my fault for not accepting the offer. I asked about lost wages and there response was that it was not there problem. I am forced to take a lower settlement because I did not let a lawyer get involved in the beginning, and I needed to to be able to at least buy a pos to be able to get back to work. They are extremely difficult to deal with. I feel as though I am being raped by this company. At one point they handed over my claim to someone that was retiring and that person promptly went unavailable. Maybe its the anger speaking after the last 3 weeks of dealing with this cess pool of a company. I will write again if and when the settlement check is ever mailed.

USAA is financially strong.

They need to remember where they came from in 1922 and start treating people decently and fairly~

I am a former USAA employee...I quit to move. I started with this company in 1995, and I was so impressed with how everyone was treating their customers. The company was led by a military officer, Gen Herres, at that time, and he wanted the officers well taken care of and they were. When Bob Davis-the Banker-took over, I started seeing customer service go down the toilet...first, it was get em helped, get off the line for the next call...when I started questioning why I could'nt take more time for my customers, I was told it would affect my *stats.* I loved talking to my customers because they were all different and so much fun to talk to. I had marriage proposals, date requests, etc, and I took it all in fun. Heaven forbid I might meet a member in person. Anyway, when they started pushing for us to sell products to our customers on *every* call, and I didn't feel it was appropriate, my manager kept pushing and pushing, and that was put on my review as a reason why I didn't get the best review. But..I still got a good bonus every year. I worked in Prop and Casualty and it seems as if all complaints are for the claims handlers. I loved my job, but I didn't love some of the rules I felt were not right. However, USAA was my employer and I needed to support myself so I had to follow those rules but I let them know how I felt about them. Boy, do I miss my customers!!!!!!

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None

NONE-except to avoid paying when it is clearly their insurees fault!!!!!

SORRY INSURANCE COMPANY!!!!!!!!

I was at the middle of an intersection yeilding to on coming traffic (yeild sign there)and when I started to go across the intersection a insurer with USAA caused me to hit his back end of his truck. The police report says it was totatlly his fault as did the witnesses, but now USAA says I am 60% liable. This kid (16yrs) cut in front of me when making a left turn and me going straight should have turned behind me. Did $3900 worth of damage to my just paid for car and before they decided who was at fault only wanted to pay $3200 and to use "after market" parts on it which is used parts..I DON'T THINK SO!! This accident happened on Dec. 6,2005 and I just found out friday (12-30). They have given me the run around and won't pay for a rental car. Me & My husband are sharing his truck, and he works 30 miles from home, so I have to bum rides from work or borrow my moms car to go to the store. USAA is very wrong in their judgement and I could have stuck them with a hospitable bill. I have decided to turn them into the better business bureau and the arkansas insurance alliance and whom ever will listen, maybe my states representaives...They won't like me when I get through telling my story to whomever will listen. I will not take being screwed around. The adjuster we have been dealing with is in Arizona (Tim Potter) and the apraiser is in Chicago (Tom Mackrola) which we sent him the pictures of my car and an estimate. go figure. If you want to sell insuurance to people in Arkansas have an office HERE!!!!! The adjuster got rude with me, accusing me of being at fault,and I don't appreciate his attitude. I called him the day after the accident to see if his insuree had called and I left him a message and couldn't get him to return my phone calls to me until I left him one asking where to send my rental car bill to, then he called me within 5 minutes..He said he was waiting on his copy of the police report. I had mine the next day, and I faxed him a copy 2 times! I encourage anyone and everyone to write then BBB and insurance people to complain on this company!!!! They kept telling me to file it on my insurance because they didn't want to pay!!!!

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I have my insurance with Farm Bureau

If you are unhappy with the business practices employed by USAA such as unethical and bad faith efforts in settling claims, please respond to thomnkiki@comcast.net and leave your contact information as I am trying to organize a class action lawsuit against this company.

great service until you need to settle a claim

use of unethical and bad faith efforts in settling claims

I have been fighting with USAA, for about a month now over the fair market value and actual cash value of my total loss vehicle. Also we have been at odds about what comparable vehicle means. My vehicle is: § 1995 Geo Prizm LSI, § automatic transmission § rebuilt transmission still under warranty for another 4 years or another 37,000 miles. § approx 139,000 miles on it all together § cd player. § In good condition The Insurance company has been looking at vehicles with either manual transmissions or, if an AT, then 170,000 miles on it and/or cracked fenders etc. and/or any combination thereof and calling them comparable. Also, they have told me that they have been making adjustments for the differences but a simple mean average starting value of the vehicles they listed did not have any adjustments made. They added approx $17 difference approx ($15 + tax) for the cd player to the settlement amount after subtracting the other things they felt they could from this unadjusted simple mean average. They also looked at 4 vehicles in the state of Washington for their 30 vehicles and the rest were as far away as Las Vegas, NV with most of the vehicles being in California. They stated that those were the vehicles available in their data base yet none were over $3000 and I called the first 6 on the list, and found that they were looking at the types of vehicles stated above and using these listed prices for their valuation. I then e-mailed them vehicles that were comparable to mine that I had found online including 2 in Oregon ( within 300 miles of my Zip) that were almost identical to my vehicle including one that had mileage within 1000 miles of my vehicle’s mileage. Later, in the 11/21 conversation with the adjustor’s boss, the boss then stated that I could not look at vehicles across state lines because the insurance commissioner would have a fit. I reminded him that most of the vehicles that they looked at for the original valuation had been mostly out of state. They ignored all information I gave them, including blue book and a nation wide search of comparable vehicles. I asked them why the vehicles I found online that were closer to me than the ones that they had found in CA and NV, were not included in their search but were almost double in price as what they found, and the adjustor stated that it had to be an available vehicle. I called the first six vehicles listed on their valuation list, and the first two had sold 2 weeks before my accident. I then asked for them to do a search within a reasonable distance of comparable vehicles and they came up with three, one that had 170,000 miles on it and the other two were the same two as were listed before that had been sold two weeks before my accident. The adjustor then tried to tell me that they were making adjustments for the differences, but their starting value, once again, was a simple mean average of the three vehicles. The adjustor stated that Automatic and Manual transmissions were comparable because they are both transmissions. I told him that I find that comparison to be like comparing a truck to a scooter because they both have engines. They have only been using a data base called ADP and will not consider any other information. I believe they are price capping but do not have any definitive proof except that the comparable vehicles I have found online are no where near what they are offering and within the same distances they are searching or closer. I asked the insurance company to replace my vehicle with a vehicle that was comparable to mine, in that it has an Automatic Transmission, is the same year or newer, with comparable mileage. They have so far refused and have stated that I need to accept their offer for which I have been unable to find a comparable vehicle within that price range. They are stating that they do not need to find a comparable vehicle for me and I should accept what they offer or go to mediation. I asked the adjustor to fax me the assessment list of monetary valuations on the damage to my vehicle today and have yet to receive it. The adjustor also stated that they do not arrive at the settlement amount by the listed prices of vehicles but by the amount for which I might be able to buy a comparable vehicle. (I also Might win the lottery, too!) I believe that they have not acted in good faith nor have they tried to give me local fair market value. I believe they have been lying to me so that I will accept their offer (without any adjustments for vehicle differences) and not using comparable vehicles for their valuation. I believe they are trying to defraud me out of the actual cash value of my vehicle. I believe they have been trying to put me off so that the rental coverage on my insurance policy will run out and I will be forced to settle to have a vehicle for work.