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USAA Insurance Company / terrible company

1 United States Review updated:
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We have been members in USAA and insured with them for over 14 years. A tornado 'totaled' our 2003 33' 5th wheel RV on May 10, 2008. The RV was 'fully' insured with USAA and we carried a $500.00 comprehensive deductible. The policy clearly states USAA's definition of 'Actual cash value' for a total loss as follows:

'the amount that it would cost, at the time of loss, to buy a comparable vehicle. As applied to your covered auto, a comparable vehicle is one of the same make, model, model year, body stype, and options with substantially similar mileage and physical condition.'


After speaking with a USAA rep, we got online, googled up some comparable RV's. We were able to locate only two for sale nationwide at the time of our loss. The one in California had already been sold (for over $25, 000) by the time we called. The other RV is located in Arizona and after 3 separate phone conversations with that dealer, we were able to deal down to a price of $23, 500.

To me, that IS the fair market value of our RV. We would like to be reimbursed for that amount and since we live in Missouri, apply that amount towards a newer model available locally. USAA, however, had other ideas regarding the 'fair market value'. According to them, using CCC Valuescope, our RV should only be worth around $13, 000. Coincidently, (I'm sure) our remaining loan amount (at USAA) is slightly over (you guessed it) $13, 000!!

USAA claimed they had located some comparable for our RV and provided us a list of examples. When we researched the RV's they used for comparison, we found each one to be at least 5 feet shorter than ours and they also contained fewer options than our RV.

After considerable negotiations and pleading our case with various adjusters and supervisors at USAA, they finalized their evaluation of our RV to be $17, 746, which is still way below what it will take to replace our exact RV. That would, in effect, turn our $500 deductible into a $5, 754 deductible. Then, too, we would be out several hundred dollars worth of travel expense to go pick up the replacement RV.

In our opinion, USAA insurance isn't worth the paper it's written on.

We have canceled our remaining auto policies with USAA. We are currently instigating other financial options that will allow us to pay off the existing loans for other auto's or motorcycles we currently have with USAA. And we will find another credit card company to accept the balance of our USAA card. In the future, USAA will not receive any of our banking, credit card, or insurance business. Furthermore, even if we live to be 100, we will never pass on an opportunity to provide negative word-of-mouth for USAA accordingly.

When the chips are down, good insurance companies shine. USAA does not shine. They only strive to cheat people for the almighty buck.

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  • In
      11th of Nov, 2009
    0 Votes
    USAA Insurance Company - Worst customer service
    Usaa Insurance Company
    United States

    If you are looking for good customer service and fast claim service, do NOT call USAA. They never anwser their phones and won't call you back and it takes 3 days for them to anwser their emails. Our truck was hit over 6 weeks ago and we still don't have the money! They offered us $2500 dollars below blue book value and refuse to even talk to us! They have now posted the dollar amount that they are paying us and it is $200 dollars short from the amount they said we would get. Unless you enjoy being screwed over, look for a different company.

  • Tr
      24th of Jan, 2010
    +1 Votes

    USAA has led their customers to believe they are special because they supposedly cater to military members. Don't be fooled! They are just as corrupt as any other financial institution. Military members, open your eyes and pay attention to the many complaints regarding USAA and be wary. Many people don't pay attention to complaints lodged against companies until they get screwed and they just accept it. I don't! Lodging online complaints is a good way to fight back against many unscrupulous companies including USAA. Complaints serve to dispel the self-imposed good name this company and others bestow upon themselves.
    I have been a USAA customer for almost 10 years now and I have seen the customer service and reliability of USAA go down the toilet. I have lost confidence and trust in this company as a result of bad experiences which began several years ago and have continued to get worse.
    Don't be fooled to think that USAA is some exclusive organization because their customers are primarily military.
    Think about it, what is USAA doing special for military members? They take your auto and home insurance premiums happily but when it comes to paying on claims they lie, cheat and steal like most other insurance companies and don't want to pay. Their customer service representatives are becoming rude and are uninformed just like most other companies customer service representatives. I have personally experienced bad and unpleasant experiences with USAA within the last couple of years and because of even worse experiences with other financial institutions, I am relegated to stay with USAA. I remain with USAA because for me, they have become the best of the worst. However, I am still very disgusted and displeased with USAA and this is my way of fighting back.

  • Qu
      10th of Apr, 2011
    0 Votes

    Do you even know the deffinition of ACV? ACV=Replacement cost - Depreciation.

    Replacement cost= RC, not ACV!

    Also, "fully covered"= liability+ Comp/Coll. That doesnt mean "everything under the stars"

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