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To them Safety dont matter
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN ANTONIO, TEXAS -- I decided to swith to USAA since I am prior service since I heard a lot of good things about the company and they seemed like they cared about their customers. Everything seemed well. That is until I actually had to use my insurance. I was in a motor accident at 55 miles per hour at 10 pm at night. A deer jumped in front of me on the highway and was right in front of me. I had little time to react. It was a terrible situation that went worse when I panic swerved before I had time to actually process what was going on.

Long story short I ended up slamming into a electric pole. There was nothing left of the electric pole. Air bags deployed my truck is mangled but at this point I am happy to be alive. An ambulance came and checked me out and said to keep an eye on everything and make sure the pain does not get any worse. My truck was towed away and I filed a claim with USAA the following day. They reassured me not to worry I am in good hands.

A couple days passed and USAA told me before I go to the doctor or hospital to give them a call first. That Saturday the pain in my ribs was so bad that I had to go to the hospital. However before I could go in I had to call my insurance as they stated or it may not be covered. In extreme pain I called them and went through the terrible process they implemented before I could be seen and was told a agent would call me on Monday. A week passed and still they never called to see how I was. Clearly they do not care.

I requested to be available during the inspection and was told I would receive a call. However 4 days later I received a email stating the vehicle was done and they are doing a front frame sectioning on my truck even though there is visible damage on the frame elsewhere and they are leaving it anyway. They tell me it was a minor accident. My entire front end of my truck is gone. The drive train components are all messed up and the appraiser they sent out didn't even know what he was doing. After all he is a paintless dent repairman, it even said this on his appraisal. Also he said he requested to have roughly 3 ft of frame cut from the truck and replaced. I explained to him that this is not what he requested for in his appraisal he sent me. He argued it is. I showed him the part number as well as the part from General Motors website and he said wait a moment and walked into the bodyshop for half an hour. He finally returned only to say he was wrong. Earlier before this he said this is a all new procedure. Before this procedure they just replaced the entire frame. Now that he was caught in a lie he said they used to replace 3 to 4 ft of frame but now its like 13 inches of frame they replace.

I explained my concerns about safety and he just did not care. He refused to have any heart at all. I even showed him the tear in the frame that would be left unfixed and he said oh that is nothing to worry about at all. I explain how a frame sectioning can change the deployment of the airbag and he continued with this procedure would not be in place if GM did not recommend it. Again General Motors recommends this for minor fender benders. Their instructions are to cut away the bad part of the frame. However I have about 3 feet of bad frame. The sectioning is roughly 12 inches of frame. The appraiser USAA sent to represent them did not care one bit.

He finally told me he would be right back and he would see what he could do. After a little more than an hour and him not coming back I walked to the front of the building and noticed his vehicle was gone. I then searched online for Doss and Associates which is him, one man only to find out he has a one star and no positive reviews. I see why. I called him and asked if he was still there and he said no he had something come up and had to leave. Just like that he left me outside waiting for over an hour. I asked what he was going to do about the tear in the frame and he said nothing. His recommendation will not change.

I asked about the integrity of the frame and was told over and over it will be back to pre accident condtion. However they are cutting a section out and making 2 new welds in the frame. They left a tear in the frame and multiple cracks in the back which he told me my accident free truck had preexisting. He was rude and when I asked what I should do if I let them fix it and in the future get into a accident and my airbag does not deploy on time. I am told to file a lawsuit with the shop who does the work and it is their fault not his. I asked what if I am killed in the accident due to the airbag not deploying at the right time and he says well then a family member will have to file a lawsuit. These are the companys USAA hire to represent them.

Also on the phone with USAA has been a total nightmare. They never have someone who can actually do something. I have been told for over a week I would get 4 different calls. However, I didn't get a single call until I told USAA the injury specialist never called me a week ago and threatened legal action. I received a call within 30 minutes.

My truck is not safe and will not be safe and USAA does not care. All they care about is staying profitable even if it means doing a terrible job fixing customers vehicles and not making them safe. They would rather lose a small percent of their customers due to deaths from their negligence and refusal to return a vehicle to pre existing accident condition and save money putting customers back into unsafe vehicles. I wish I had never switched to this terrible company and I warn you all. Call reps are rude. They hang up on you. They say you will get a phone call just to get you off the phone. They have no real abilities to help you at all and ignore the estimates of other body shops.

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Accident Claim Nightmare
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PENSACOLA, FLORIDA -- I was hit while stopped at red light. The other driver was ticketed and was deemed 100% at fault. I was wearing my seat belt. I received serious injuries to back including a displaced disc and a bulging disc due to accident. After a year and a half of chiropractic care and injections in my spine to relieve pain as well as taking pain meds, I was advised by my attorney that it was time to start the process of suing for my injuries. I decided not to opt for surgery as an orthopedic surgeon friend of mine told me that surgery could leave me in worst shape than I was currently in.

I was sending all bills related to my accident to my attorney since the accident. During the first sit down with my attorney he asked me if I had checked my credit any time recently. I told him no. He said I would be greatly disappointed. Florida is a no fault state and USAA was responsible for paying the first 20,000 thousand dollars of expenses in a car accident independent of who was at fault. He said he forwarded all bill he received including the ones I gave to him, and USAA had not paid the first dollars worth. He said my credit was shot big time. I told him that had to be impossible.

He then with a tone of anger that USAA was notorious for not paying. He then directed me to two stacks on a desk behind the desk he was sitting in. One stack was about 6 inches high and another over two feet high. All were cases where he had to sue insurance companies for not paying the immediate costs as required by the state of Florida under no fault insurance. He said the 2 foot plus stack was USAA insured clients and the 6 inch stack was all the other insurance companies combined. I could not believe it. He said he would send USAA notice that he was going to sue them for said costs.

Shortly after him doing so he called me and said I had an appointment to be examined by a doctor as I was being questioned as to the validity of my injuries. My attorney had collected reports from all doctors concerned and I was surprised that this was even an issue. I thought it was expected as the other insurance company was trying to deny any responsibility for my claims.

I showed up at the given time and place and was seen by a chiropractic doctor instead of an MD. He saw me for a total of fifteen minutes, examined me and told me he was finished. Some two weeks later my attorney handed me a detailed description of numerous test that had not been performed over a two hour period that stated I was in perfect health and they were denying any claims I was making and they would not pay a dime. I was in total shock.

And then I was even further in disbelief when was told that it was not the other insurance company that ordered this test, my own insurance company, USAA, that did so. They were trying to get out of paying the initial PIP payments required by the State of Florida even though they would be reimbursed by the guilty party's insurance company when the matter was finally solved.

My attorney said USAA was absolutely the worst insurance company he ever had to deal with. Shortly thereafter the other insurance company settled the claim for the price asked by my attorney, with no trouble whatsoever. USAA destroyed my credit for years to come, & tried to pay nothing even though they would be reimbursed for every single dollar paid. Needless to say I switched to the other insurance company. USAA is TERRIBLE.

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Lies, Lies and More Lies
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN ANTONIO, TEXAS -- We have a claim against USAA Auto... Three of their agents told us that if we would supply measurements showing our front end is not narrower than our side fenders (where the damage occurred) they would reopen the claim and review the evidence. They contend that their client's door was open and we ran into it...

We claim she opened the door as we drove past. Our evidence is there is NO Damage to our front end!! They then claimed that our front end is narrower than the side fenders as to why we have no front end damage. Heather Pace, Wesley Pate and a Victoria all said this. The last two said they would instruct their repair facility to take those measurement. Our first visit, they had NO instructions and just did a repair estimate. Victoria then said she would give precise instructions...

Our second visit they only had instructions to measure the side fender width. Our last call to USAA..a Ursula, stated right out that we shouldn't bother ourselves because they had NO INTENTION of looking at any evidence that would prove their client responsible and to basically...SUE US!! They lied to us repeatedly and strung us along with those lies hoping we would just go away. So now, to take them to court, our insurance company says we have to fix the vehicle ourselves and then they will try to recover the money. We can't afford to fix someone else's damage!!

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USAA should not be allowed to sell car insurance in Florida
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN ANTONIO, FLORIDA -- July 15, 2018

I am making a formal complaint about a claim I have with USAA Auto Insurance Company.

Background

On May 23, 2018, my car (2008 Ford Mustang), was struck in Jacksonville, FL.
The driver of the other vehicle was charged with running a red light and was insured by USAA. No charges were made against me.

USAA was notified by both parties on that day and USAA reported to that they would handle the claim and issued a claim number.

Since that phone call, I tried contacting USAA several times and left several messages, and they did not returned my calls. Neither did they send a claim adjuster to review the damages nor make an offer to repair the damages.

After reporting USAA to the Better Business Bureau on June 24, I received an email from the Office of the CEO at USAA (on the evening of June 26) requesting my USAA claim number. That information was emailed on the morning of June 27. Since that time, I have been contacted by several people at USAA (by voice messenger). I returned their calls shortly after I receiving them, but none of my voices messages were returned to discuss my claim.

On July 6, I was requested to resend the estimated cost of repairs and photographs of the damages, which on did on July 6.

Seven weeks after the accident, my repairs were completed on July 12, and I paid the repair shop (which is on USAA's approved list of approved repair shops) $9,259. On July 13, USAA's Total Lost and Salvage Claims Division notified me that the value of my car was worth only $5,639 and they would be willing to pay that amount if I gave them title of the Mustang.

In Summary

It took USAA over 7 weeks to notify me what portion of the damages they were willing to pay. I waited nearly 3 weeks before I started the repair work, and the Mustang was in the garage for nearly 5 weeks for repairs. After over 7 weeks since the accident, USAA finally prepared an estimate, as to what they were willing to pay for the collision. During that 50 day period, USAA neither made an offer for a car rental nor to offer compensation for the inconvenience of not having the use of a car for 50 days.

Recommendation

USAA should not be allowed to sell insurance in the state of Florida.

Thomas R
(I am a disabled veteran)

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No service on my claim after over a month
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN ANTONIO, TEXAS -- June 24, 2018

I am making a formal complaint about a claim I have with USAA Auto Insurance Company.

Background

On May 23, 2018, my car (2008 Ford Mustang), was struck in Jacksonville, FL.

The driver of the other vehicle was charged with running a red light and was insured by USAA. No charges were made against me.

USAA was notified by both parties on that day and USAA reported to that they would handle the claim.

Since that phone call, I have tried contacting USAA several times and left several messages, and they have not returned my calls. They have neither sent a claim adjuster to review the damages nor have they made an offer to repair the damages.

My out of pocket costs for the repairs will be $9,200 when the repairs are completed. I have been without a car for over a month.

Recommendation

USAA should not be allowed to sell insurance in the state of Florida.

Thomas F. Riley
(I am a veteran)

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Incompetent Management
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CALIFORNIA -- Earlier this month, I decided to switch my primary bank account to be USAA. Upon that decision, I closed my other checking account, and submitted for new direct deposit with my company. However, it was too late in the pay period, and instead of direct deposit, they gave me a payroll check. With the payroll check, they gave me my bonus check, both from Paylocity (a very large, easily verifiable payroll company.)

I went to deposit these checks in an ATM around 4:30pm on January 20th. When I got my deposit receipt, it noted that I would have $500.00 available for immediate use. Naturally, I scheduled a few bills that were due to be taken out the following day. When I went to look the following day, much to my surprise the $500.00 that had been available was also on hold, and that the entirety of the money would be on hold until February 2nd, which is 13 days, or 8 business days and completely unreasonable.

I contacted the bank to find out what was going on, and they said that sometimes the available amount changes (which doesn't make much sense.) I spoke with a supervisor who said that any payments that had already gone through would not be reversed. I filed a grievance with USAA online, and waited for someone to contact me.

Over the weekend I checked on the account and, lo and behold, all of the bills that had been paid were reversed (including one for another USAA account) despite the Supervisor telling me they would not be reversed. USAA also charged me $15.00 for the account that the charges had been reversed on. Both AT&T and Chase also charged return payment fees.

Finally, on January 25th a person from the CEO & Executive Staff Offices called me back. He barely discussed the fact that the funds were made available, and then the availability rescinded, AND the supervisor giving me incorrect information. Instead he said that he would “investigate” and that he would “hopefully” get back to me by week's end, which would be the 29th – NINE days after the deposits were made. I told him that I needed these bills paid, and asked that he release the funds on February 1st, just ONE day sooner than the scheduled date. He was INCREDIBLY rude, and said that he could release the funds, but he wouldn't because that would mean he has to do it for everyone. The man told me multiple times that he was as high as I was going to get in the company, and that no one else would help me. Basically he said he can help, but he won't. He also hung up on me, and did not actually assist with my complaint.

I doubt that USAA will do the right thing and make the funds available within a reasonable timeline, or pay for the fees incurred due to their Supervisor giving out inaccurate information. That's just the kind of company this is. As of now, nothing has been resolved.

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Company Has Changed
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

I've been with USAA for over 33 years. Throughout this time I've had 4 auto claims (2 hit by others) and 2 home claims (hail storm damage to roof of house). Claims in the past have been handled from great to not so good. If the claim was against another insurance company and I went through USAA for my vehicle, they have paid basically Kelley Bluebook or better. Other auto claims (vehicle hydroplaned on wet road, no one else involved) USAA offered me approx. 30% less than Kelley Bluebook. I had to battle with them to get the vehicle up near Kelley Bluebook.

I'm currently going through an auto claim, not at fault, and once again USAA is offering me 40% less than Kelley Bluebook. They use a company called CCC One to determine the "fair market value". This company has reportedly had over 10 class action law suits filed against them for unfair market value process. When I approached USAA about the numerous errors in CCC One's process on my vehicle, i.e. allowing .03 cents per mile comparable vehicles but only allowing .01 cents per mile for my vehicle, they simply stated "we stand by CCC One's value AND PROCESS".

Google CCC One for yourself. I've been paying full coverage on my vehicle for over 10 years, when it wasn't needed (I owe nothing on it), and my rates have climbed $10-$20 per vehicle every year only to be offered 60% of the average value according to both Kelley Bluebook and NADA and when compared to local like vehicles. I will be cancelling my auto insurance (5 vehicles, home owners and condo insurance) as soon as this is settled. Sure their rates are low, but now it makes sense, you're only going to get 60% of what you should. BEWARE!

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USAA Insurance Has Become a Total Joke
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MASSACHUSETTS -- I had a cracked windshield. All of my previous insurance companies had a $50 deductible for windshield only claims. I called the USAA line which connects you to Safelite. They quoted me $494 and informed me that USAA covers windshields under the comprehensive, so I would be responsible for $250 (my deductible) of the bill. I have never had a windshield deductible over $50, so I was really taken aback.

At any rate, I have had multiple windshields replaced in the past and thought almost $500 sounded a bit high. So I went to the Safelite website directly and put in the information without USAA. They quoted me $314.95. That a $159 discount to NOT use insurance. Plus, then I don't have the claim.

But, wait! There's more!!! I went to the USAA site to double check my coverage and found that they never took off the car that I had a total loss on 2.5 months ago, So, I have been paying insurance on it this whole time. The representative I just spoke to took it off and backdated it, but...

It gets better. After she correctly removed the totaled car, I noticed that the old work truck I had listed as "in storage" was still on the policy. That was my fault. I forgot to call when I sold it. However, I had her remove the truck also and my policy then WENT UP by $60. I asked why that was, and she said it was because by taking off the car and truck I lost my multicar discount. Keep in mind that I still have TWO cars insured by USAA.

The problem (she says) is that one is registered in TN and one in MA, so USAA puts them on TWO DIFFERENT POLICIES. I reminded her that USAA serves military personnel who often have cars registered in multiple states, but she said there was nothing she could do about it. She offered to let me speak to a manager. I waited on hold a while and she came back to tell me they would have to call me back tomorrow.

It isn't tomorrow yet, so I am waiting for the call. However, since it is company policy, I doubt there is anything they can do about it. I am going to be looking for a new insurance provider - but not before I tell my many, many fellow military friends and family that USAA is now just one of the many companies that targets, rather than helps, military families.

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My biggest mistake in years, joining USAA
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN ANTONIO, TEXAS -- I recently enrolled into USAA. I opened a savings account and moved several thousand into that account. I talked to a financial adviser and created an IRA into which to rollover my 401k. I then initiated the rollover, which hadn't occurred at the time that this happened.

This morning I attempted to login and found that I was locked out. I contacted support and after MANY handoffs I learned that USAA has decided that I was doing something fraudulent. They will do no business with me, and they won't explain the decision. And there is no way to have them reconsider that decision. They closed all accounts and restricted all access.

So now I have 10,000 in a savings account that I can't reach and I had a rollover started into this IRA. Fortunately I was able to cancel the rollover. What a nightmare this would have been had the rollover been done.

When they decided to cancel my account they made no effort to reach out to me. What a mess!

They told me on the phone that it was not possible to tell me why they think I am doing something fraudulent. Everything I told them was 100% truthful.

Also, their web software is extremely buggy. I attempted three separate operations online on three separate days. All three operations failed due to buggy software (becoming a member, opening savings account, changing profile). I kept encountering pages in which the "Next" button would not work. All three operations had to be done via phone. I complained about the terrible software and think that my complaints may have prompted my problems.

Was on the phone many times and spent most of that time listening to their USAA jingle.

I strongly suggest that you avoid USAA. This was my biggest mistake in many years.

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Usaa is sexist toward dual military after divorce
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN ANTONIO, TEXAS -- If you are dual military and you sign up an account with USAA whoever's the first name on there is going to get the account in the end. They have a thing called a "subscribers account" that pays you for your time and accounts with them. During my divorce, my ex called and had me removed from the account, so I lost everything I paid into it for 19YEARS!!!!!! that bum didn't even have a job half the time we were married. I was the one who signed us up for the account, but his name put on on first, why, because he is a male. I know for a fact I was the one who signed us up. But of course I asked for proof and they can't provide it. Why would I put him first if I always outranked him? Does that make sense. The same thing happened in our house lone. And guess what they'll tell you it's not like it's money that you earned. I was dual military had an account for 19 years and she tells me that that money is not earned!! I don't know where she's from but I earn every dollar that I make. USAA rates are higher than most insurance carriers and she had the gall to tell me that it's not earn money. I've had one accident since I've had USAA and it wasn't even my fault. And she has the gall to tell me that it's not money that I earned I paid thousands into USAA Insurance, and because of my divorce I get nothing from that subscriber account. If you're smart you'll just stay far far away from USAA. Every time I've had to deal with them over something I always end up getting screwed. This is the last straw for me

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USAA Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 41 ratings and
81 reviews & complaints.
Contact Information:
USAA
9800 Fredericksburg Road
San Antonio, TX 78288
210-531-8722 (ph)
www.usaa.com
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