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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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Took Additional Interest on Car Loan and Would Not Return It
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TEXAS -- We opened a credit card with USAA and then shortly thereafter, opened a car loan. We have had the car loan for roughly 11 months when we noticed that the principal payments were not being deleted from the principal balance correctly. After 5 long and exhausting calls with the car loan department, its managers and the executive department, they were willing to reverse most of the payments that went to interest incorrectly.

The remaining amount was $96 out of $900 of remaining interest that USAA stated could not be reversed due to being older than a few months and that it was my fault for not watching the account to make sure that the payments went to principal correctly. For not baby sitting USAA accounting department my punishment is that I have to let them keep the $96 in interest and that I have to double check their accounting on a monthly basis.

To add to my distrust with USAA, within the first 9 months of having the credit card, we had to replace this card 3 separate times due to fraud from the bad guys somehow obtaining our account information. I have never had a card that was compromised to this extent, this many times. Fraud has only happened to me once in the past from a credit card. To USAA's credit, this new card has not been hit since I complained about their security. I will replace the car note and also remove the credit card from USAA with a more reputable company who actually cares for their customers.

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Customer Service Poor. Long Term Relationships Not Valued. Quality Diminished. Beware.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN ANTONIO, TEXAS -- I've been a USAA member since 1986. Unfortunately, they are not the company they once were. I've recently had the following problems:

  1. Payments to medical professionals after accident took more than 6 months. They claimed I didn't tell them I was injured, but I called them multiple times and spoke with all their reps. These are recorded lines, but they have no records.
  2. My credit card was cancelled even though I have a credit of $460 on the card. They claimed I didn't authorize the new card and it was my fault when I never received the card from them. Then they told me I lied but didn't verify the card.
  3. Reps in the credit card division at executive escalations hung up on me twice when they would not refund a credit on my account for various internal rules that they are unable to detail. When I asked why they didn't call me back they told me they were too busy and didn't have to.
  4. Auto Insurance: rates are no longer competitive and service is lackluster. Wait times on hold continue to rise.
  5. As this company becomes a resource for all it continues to diminish the special features that made customers want to stay with them. Pity because I enjoyed their quality service for years. Expect many headaches similar to the largest of insurance companies.
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USAA Is Slow and Difficult to Work With on Car Claim
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LOUISVILLE, KENTUCKY -- My car was involved in a flood. USAA sent a tow truck, picked up my car, took it to an "inspection station". A week later, an adjuster called me and told me my car was a total loss. They offered me pennies on the dollar of what it would cost to replace my car. They tried to make me believe I had no options other than to accept their offer. After considering this I attempted to call the adjuster at her extension of **, she never returned my call and would not communicate with me.

Finally, I called and kept dialing 0 until a live adjuster came on the line. I told her that I wanted to withdraw my claim and I wanted my property back. I made it clear that I did not want their money, just my car. The adjuster assured me she would close my claim and my car would be returned. Here it is a week later, no communication and no car. So here I go again, calling the automated number and continually dialing 0, trying to get a live person to speak to and I know in my heart it will be the same song and dance routine.

Would I recommend this company to anyone? NO!!! Unfortunately, I have my home, 2 cars, and a motorcycle insured with them, however that is all about to change as I am in the process of insurance shopping. If you are looking for insurance of any kind, DON'T BUY FROM USAA. They are difficult to work with and uncooperative.

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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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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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Mortgage Department Is Incompetent
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

SAN ANTONIO, TEXAS -- USAA has been amazing in all other areas with the exception of the mortgage area. I purchased a home in 2008 with USAA and the process was smooth with no issues so I thought I would have the same experience when I looked to buy another home. I was very VERY wrong.

It all started with my mortgage processor "misplacing" my sales contract and delaying an appraisal for a month since they never called me to say they needed another copy. That was just the tip of the iceberg sadly. Every call to my processor was met with the same line "I haven't looked at your file yet since it has been so incredibly busy" and she would say everything is fine and they don't need any more files from me.

Fast forward to a week before closing and the title work is still not done (because it was ordered late), the appraisal from VA was ordered late and still hadn't come back, and they keep telling me I have credit issues surrounding an AMEX card that never had a late payment and with my overall credit score above 790.

Closing day came and went, and now USAA has an issue reading the VA appraisal stating that the crawl space needs to be deeper to allow for termite inspections (a project costing in excess of $10,000 and a termite inspection was already completed) and that some damaged tiles in a bathroom need to be fixed (even though I am gutting the bathroom immediately upon closing). I am still waiting on a manager from the Mortgage processing area to help but they are insisting I call the VA for clarification even after explaining to them that the VA will not speak to anyone but the lender.

I have been a member of USAA for 6 years and have purchased almost every single product they offer. Sadly, when I call to try to get assistance from higher, I get sent into a never ending automated phone system or get sent to an operator that can't help me because the rules don't allow them to.

If you are thinking of financing a home through USAA, save yourself the hassle and go with another lender. The exceptional customer service that USAA is known for has been going downhill for years and now they are no different than any other bank but seem to have more incompetent people than normal. I am closing my accounts with USAA and moving to Navy Federal.

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DO NOT Use USAA VA Loan Service!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN ANTONIO, TEXAS -- My husband and I have used USAA credit card services in the past. They have been remarkably wonderful to deal with. However, we, like others, because we had such a great experience with USAA prior, tried to finance a home via a VA loan.

This has been a nightmare for us. We realized in advance, the process would require a lot of documentation. We jumped through hoops to get our mortgage processor everything she required. But the data requested came in Bits and Pieces. Every day she was requesting something new, never just one whole list of things to fax or mail.

We spent well over $100 faxing and re-faxing information (because things were lost). I finally had had enough and let her know about my frustration. She admitted to my husband and myself via email that she was only in this position for 4 months and is trying to learn as she goes along. OK, we understood that and I did feel some empathy for someone learning the ropes. I've been there myself.

Here is one example of something ridiculous that not only the mtg processor is questioning but the underwriter as well: We had to have a termite inspection. Termites were found. The company we hired who was wonderful (BIOTECH) came out and treated the small area affected. The technician gave us all the data we needed to provide to USAA. The documentation from BIOTECH was page numbered 'page 1 of 5'. We had pages '2 of 5' '3 of 5' and '4 of 5'. Page 5 is just a warranty should the homeowner choose to pay extra for the warranty. There is NO NUMBER on that page!

We have been questioned over and over. I even called BIOTECH and they faxed USAA every piece of documentation regarding our home. They even said they would have the owner of the company hand write a letter to USAA for us stating that all documentation was provided for them. BIOTECH asked what mtg company we were going through because they have NEVER EVER had this much of a problem before and BIOTECH has been in business for many, many years. So the mtg processor finally sent our file to the underwriters. Now as of yesterday, we hear that the underwriter is questioning the BIOTECH termite inspection and the lack of 'page 5'.

To say we are pissed off is an understatement. The above incident is just one of many incidents that we have patiently dealt with regarding the USAA mtg loan. In closing, we still don't know if we are going to be approved for our loan but are seriously thinking about telling them to stick it where the sun doesn't shine.

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USAA Will Not Look Out for Service Members
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CLARKSVILLE, KENTUCKY -- I have been a USAA member since 2001. My wife recently had a vehicle collision with a deer while on her way to my SLC graduation. Our 2013 Honda Pilot had some damage and required for the truck to be repaired out of state due to the trip. We got a rental vehicle for the 6 weeks that took to repair our vehicle. After our vehicle was repaired we come to find out that USAA only paid $900.00 out of $1,400.00 of the car rental bill. I call them a number of times to see if they would cover the remaining portion given the fact that for the past 13 years I had been accident-free, well I guess that was too much to ask. They denied the request.

Well I went shopping around for a new car insurance in which Geico surprised me with their military rates, way better than USAA, so I canceled my policy and went with Geico. My whole point is that USAA would rather see me go than to help their long time customers over $400.00. Well I come from a family with several military members that have USAA, that's going to change soon. I will never go back to USAA, not until they realize they are not about military families anymore but to getting our pockets and see dollar signs in our foreheads.

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Wrong Advertising
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FLORIDA -- My husband and I were members of USAA and had a credit card with them for years. When my husband died of his 100% disability from WW2 and I tried to get car and house insurance and they would not allow me to even get a quote. THEY SAID, "ONCE HE DIED MY MEMBERSHIP IS OVER."

They advertise "that their membership is for the whole family, GENERATION AFTER GENERATION." When I called again and relayed my disappointment to other representatives of the company, they couldn't believe it. I told them to check it out and they did. This is their policy and the people who work for them don't even know it. If my husband (as a veteran) knew what they did to me, he would have been devastated.

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USAA Rating:
Star Half star Empty star Empty star Empty star
1.6 out of 5, based on 25 ratings and
66 reviews & complaints.
Contact Information:
USAA
9800 Fredericksburg Road
San Antonio, TX 78288
210-531-8722 (ph)
www.usaa.com
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