USAA
reviews and complaints

We have called USAA claims adjuster numerous times. We keep getting to the adjuster assigned to the claim and leave a voice message. She does not return the call. We then call the manager and leave a message on that voice mail. Again no return call. We have been trying to get this claim resolved since April 10, 2023. All the documents have been uploaded to the claim online. No response from USAA. This is ridiculous. And we can't talk to anyone about the claim.

I called USAA Auto Insurance regarding a Review Your Annual Mileage notice I received in the mail. I asked a simple question, "can I give you the mileage information", and she stated no. You need to submit the information to our vendor, Verisk Policy Services. I asked another question, "why am I submitting my mileage information to an outside vendor for. She then raised her voice and became upset and rude for asking the question, and she stated that they (meaning USAA) do not tell us why and that is the way it is done in the State of California.

I am a professional, and USAA employees and staff should be professional as well.

Thank you,

Richard Estrada

On 3/28/23, I noticed 3 unauthorized transactions in my USAA bank account (all from the same merchant). I disputed the transactions and on 5/19/23, the dispute was denied. I reviewed the documentation the merchant provided for the dispute and to call it “lacking” would be a serious understatement. 1. They provided a printout of my account history with them. However, at no point did I claim I had never previously done business with the merchant. My contention was that the last 3 transactions with the merchant weren’t authorized. 2. They provided a background report regarding me, which had all of my prior addresses and phone numbers. Having done business with this merchant previously, it is unsurprising that they had my personal information, since I voluntarily gave it to them. My contention remains that the last 3 transactions with the merchant were unauthorized, not that I had never legitimately done business with them in the past. On 5/22/23, I called USAA to explain the lack of legitimate documentation provided by the vendor. Of course I wasn’t allowed to talk to the person at USAA who made the decision to deny the dispute, so I could understand what drove their decision. After 4+ hours of being passed from person to person and department to department, I was eventually hung up on by USAA. Then on 5/26/23, USAA decided to lock my account and change my PIN without telling me. Once again, upon calling, I wasn’t allowed to talk to the employee who made said decision and understand their reasoning.

My father was a two star Army Major General. Thus, I qualify for USAA insurance.

USAA cancelled my auto insurance because they said I had two "At Fault Accidents." That is not true.

One of these accidents was 09-25-2020. I was driving down a road close to my home. A garbage can rolled out of a lady's driveway and hit my car. USAA said I was "At Fault". I didn't know that was how they classified it until yesterday, June 5, 2023. Yesterday USAA told me they couldn't hold a garbage can responsible. What about the lady who let her garbage can roll into the road? Because I didn't know USAA would say I was responsible and used this incident to drop my insurance, I didn't push making the lady with the garbage can part of my claim.

On 02-08-2021 I was in an accident which was also in my neighborhood. A policeman was called. High bushes prevented me from seeing a black car at night. The lady in the accident didn't see me. So the policeman said neither of us were "At Fault". But I found out yesterday that USAA considered me "At Fault" even though the policeman said I was not.

The lady in the accident also had USAA auto insurance. Was she considered "At fault"?

I spoke with various people in different departments for over 3 hours yesterday. I was switched from one department to another department more than times I can count. But I did learn quite a few things.

I discovered USAA chose to use my insurance policy to pay for both auto restorations because I had a better policy than the lady did. Yes, USAA used my policy to pay for my auto repairs and the lady's auto repairs. Her repairs were $19,000 dollars.

Since the lady was a gold digger she contacted Morgan and Morgan and sued me. USAA had an in-house attorney represent me. We settled but USAA had to pay to settle.

So I learned USAA decided to cancel me because I cost them too much money.

If USAA had used the lady's insurance to pay for her car and not my insurance to pay for her car that would have been $19,000 that would not have come out of my insurance. USAA paid both claims from my insurance and yet they canceled me because of they made the decision to pay both claims out of my policy. I was never told or consulted about this. I assumed her insurance paid for her repairs and my insurance paid for my repairs.

Also, I was not the one who filed the law suit. Why am I being punished for

something caused by another one of their members? According to the police this lady was equally responsible for the accident.

Why am I appealing this decision against me? Because USAA has great insurance. My father is deceased but I know he would be extremely

upset if knew about it. He served in Korea and Vietnam.

It is shameful the way they treat retired employees! I have been told my car has paint chips from pebbles. That is completely false. USAA had an appraiser out to inspect my vehicle and said it was hail damage and he had another vehicle the day before with the same sort of damage and they paid for it. I have a $13.674.27 estimate for repainting my vehicle. USAA told me to get a quote and send it and they would pay the shop. Now they have submitted my case to SIU. I SHOWED THE HAIL DAMAGE VIDEOS REQUESTED. My adjuster and a manager reviewed it and confirmed hail damage. They are still denying my claim. USAA is not what it used to be. I want the damage repaired.

I tried doing chat-unavailable. talked to someone about the passenger window glass being broke. She was uneducated with how the policy works even though I explained USAA's own website as follows:

Window glass replacement is subject to your deductible everywhere except:

Florida.

Kentucky.

Massachusetts.

South Carolina.

I live in Florida. She told me no it applies to my deductible and then transferred to safe lite but I was told I was going to the claims department. Person who answered the phone it was a horrible connection on their side, but they wanted to play my phone even though I have been on it all day including talking to person before her. No resolution. No help. USELESS.

Deposited checks via mobile option which is not out of the ordinary for myself. The checks were from an old 401k distribution (I was starting a new job as a government contractor and needed to pay upfront flights and reimbursable costs). As the deposits were made, I flew back to America to get my physical and then to my home of record to button up personal issues. By the time I made it back in the country of my work my debit card was no longer working, and I assumed from the amount of traveled locations.

The following day I checked my USAA account, and all balances show unavailable. So I call into the bank and no one can tell me why other than they froze the accounts. I spoke a very nice lady and went over ever single transaction (many were made to do everything before I leave my home from car repair to home upgrades and repairs.) USAA rep on the phone said ok lets submit an appeal. I waited two days and called back to hear my appeal was denied. I find out this time its because the mobile deposit I submitted from JP morgan was flagged as fraud. I over-nighted the physical checks to USAA and once received they still said no. No access to my funds and I wont be able to even get a check until 60 days after and I am still in Iraq.

Now my first check from work went into the account. My disability check just went in as well. I called to speak to resolution, and I told the rep "I cant pay my mortgage, my mobile bill, my utilities, and really anything else. I got a notice by email the following day saying No Fraudulent Activity found in accounts. I pleaded with them to just take a onetime deposit just to cover my mortgage and food of just 2000 USD to an outside account. USAA denied the request. Now that I am late on several payments this can affect my US Gov Clearance. This issue which I did nothing wrong has now hurt my name, credit score, and could cost me my job thanks to Stacy Nash of USAA Bank Fraud Manager.

My vehicle was in an accident on 5/28/2023 and I filed a claim through the USAA app. Monday being Memorial Day, I was expecting to receive a response on Tuesday. On 5/30/2023 I received a text and an email with a link to "Schedule an Inspection" of my vehicle, but when I clicked on either link, it took me to the USAA app which stated "My report was complete and no further action was required." I then sent a conversation to an Adjuster on the app under my claim asking if someone could contact me to schedule an inspection. I received no response. I called USAA on 6/1/2023 and told a customer service rep my situation and they forwarded me to an adjuster, which turned out to be the call center for adjusters. It eventually sent me to a voicemail, where I left my name and number for someone to call me back, and on the automated message it said someone would call me within four business hours, and that if I heard from no one, I could call the manager line. I got busy with work and forgot that no one called me back until later that evening. I called again on 6/2/2023, received the same voicemail, left my information, and again no one returned my call within four business hours. i called the adjuster manager's line and left my info, the voicemail said that someone would call me promptly, I waited over an hour and received no phone call. I called the adjuster manager line and left my info again. I'm still waiting on a response. i did enter in on my claim in the app that I wanted the other driver's insurance to pay for my claim since the police cited that individual for the accident, an I'm wondering if this is why I am being ignored?

I have been a customer of USAA for over 20 years, they were really good to me while I was in the military and overseas. They were really good to me a few years back when I was in another accident. It seems lately they have gone downhill. Is this how you treat your loyal customers?

Auto insurance department representative and his supervisor just hung up without providing a valid policy answers that I requested. I questioned the validity for requiring my 21 year old daughter to be on my insurance policy when she lives in another state without a vehicle. The explanation I received was that she is going to be covered if she gets into an accident as "pedestrian" or as "passenger" in another vehicle or in public transit. The increase on the premium was from $2000 to $4000. When I challenged this by saying I didn't require USAA to cover for these types of coverage and it's not required by any state or federal law, they kept insisting that this was the USAA policy.

First, I didn't know or ask for USAA to cover for my uninsured daughter for aforementioned incidents. Just because my daughter got her license recently, USAA forced to put her on the auto insurance policy for the vehicle in Florida when she lives in New York, double the insurance premium. When I requested to present the written clause for covering for an uninsured family member, they could not present but merely repeated their talking points. Finally they said they will put my daughter on the policy against my will and requiring me to pay $4,000 vice $2,000 a year for one vehicle.

I called Geico right away and they didn't require that policy and was happy to take on my case. Now I'm with Geico and I'm thoroughly disappointed with USAA for their poor policy and unprofessional handling of this case. I've been USAA customer since 2001 and I think I'm now going to shop around for better companies to handle my properties.

On 28 April 2023, I logged into USAA and requested an extension to pay my bill. It popped up in like a chat box, it asked me if I would be able to pay before 31 May 2023, I answered "yes". It said I was all set, I was not sure about that, so I made a phone call the same day. I talked to a USAA representative and explained to her what I had did on line, I asked her to double check to make sure I had more time to pay and also asked if I would be at risk for cancelation. She assured me I was covered and I would not be at risk of cancelation, I believed her. It was not until 4 May 2023, I was notified my policy would be canceled if not paid by 19 May 2023. I immediately called once again and this representative, she was very rude and did not want to help. I tried to log in on 18 May 2023. USAA system would not allow that, it was down or having problems. I tried the next morning still would not let me in, so I called and that representative started to be rude, so I was rude back. She said there was nothing she could do. She did finally file some reports to further up the chain. However that did not solve my problem. I had sent an email to Mr. Temeer and I have yet to get any response or results or anything from USAA. They created this problem and all I ask for is for them to reinstate my auto insurance so there is no laps in coverage

I have been a member of the USAA community for nearly 40 years. I am 75 years old and a combat veteran. I have USAA checking, savings, home insurance and auto insurance. I have a perfect driving record. I drive less than 7000 miles a year and my vehicle is a five year old Ford F-150 pickup. I pay auto insurance on that one vehicle and my rates were increased over 25% since my last six month billing. This is absurd and should be illegal to have a rate increase of over 25%. As it was, my premium was very high at $647.98 for six months coverage. My current statement has gone up to $812.17. I called USAA and spoke with a very polite representative and was told the increase is because used car prices have increased along with parts and labor. I doubt seriously parts and labor and used car prices have increased over 25% in the past six months. I was also told little could be done to modify my coverage since any changes, when possible, would have too little affect. I am now compelled to shop around for another insurance company since USAA has gotten so out of hand with with their increases. I do not think USAA is close to being the same company they were even five years ago. It used to be an honor to be insured by USAA since it was for those who served their county and demonstrated responsible behavior. Now membership even is open to grandchildren who are related to veterans and have never served their country. When I asked about this, I was told it was because members had requested their grandchildren be eligible for membership. A more appropriate response might have been to say to the member their grandchild should consider serving their country. It appears USAA is watering down their membership in an effort to increase their income in addition to the absurd rate increases. Chester J. Ross, 1st Lt, Infantry, RVN.

USAA has stolen more than 10,000 dollars from my account due to faulty and incomplete fraud dispute investigations. They have not provided me prove the charges were authorized, other than stating things about IP addresses. I'm positive they don't have proof in the form of receipts or my signature, as the charges are 100% fraudulent. However, instead of USAA protecting me as a 14-year member, they basically are calling me a liar and saying the charges are authorized.

It is extremely difficult to speak with anyone that can help. I'm constantly transferred or told they can't escalate to managers, fraud dept, etc. I basically have to file a complaint and wait for returned phone calls that end up going know where. At this point, I would like to speak with the CEO or someone who could return the stolen funds to my account.

My complaint is that I have been getting the run around for over five months from the insurance adjuster Theran Green and his supervisor LaTonya West.

These two people have such poor communication with a customer in distress.

I was told that this would be paid for by my insurance company because after discussing the hitting of my fence possibly caused my air bags sensor to become in error.

I had a BMW loaner which I had to return because I could not get in touch with the above personnel and every time I called I was transferred back to their office and a call would come several days even months later.

This has been so frustrating to have the adjusters to laugh at me over the phone. I am at my wit end with these two and would like my car repaired.

As a military member, we travel many times throughout the year. USAA used to have a program where you could list your travel destination, which they have removed due to their updated credit system. Every time that I have travel in over the past year, I have had my credit card frozen and usually toward the end of the trip when it is need to finalize getting out of the country. It happened again today, 15 May 2023, which I had to come back to a wifi area to see what is happening and verify activity. Mind you that USAA does not/NOT give any notice on activity. simply suspends the account. Other firms sends emails, calls, text messages, etc,. USAA just suspends usage, as what they did today. I had to go back to where I could get wifi and call in. Everything was fine and I informed the agent that I will be in country 12 more hours and need to make three more charges to the account. Obviously everything was fine with USAA until I had to make one of the three charges and again account is suspended. so again I had to drive an hour to get to area to call and again verify every password as I did previously to get my account activiated again and requested that a supervisor contact me for what is going on. wait four hours for contact and the supervisors failed (FAILED) to contact me regarding the issue. Makes me wonder why they state that I am a valuable customer for the past 39 years. no that I am in contact again with USAA on my dime and call in and request for supervisor, it is denied. Chicken squats on USAA being a highly rated and respectable company.

I have a classic truck which I have been insuring with USAA for 15-20 years. I only drive this truck in the summer for plesure and in Alaska that means about four months and less then one thousand miles.

Today I called to put my classic truck (a 1967 International Tavelall; a vehicle that is very similar to a Chevy Suburban) back on my policy. After I entered my info into the automated phone system, I was transferred to three different customer service agents before the last agent told me that USAA could no longer insure my classic truck because it only has a 13 digit VIN and all vehicles must have a 17 digit Vin to be insured at USAA.

I don’t understand I have been a USAA customer for around 30-35 years, made no claims on my auto or homeowners policies and now with no warning USAA will no longer insure one of my vehicles. I’m not sure how many tens of thousands of dollars my family have paid in premiums with no at fault claims; I have a few questions:

Why was I not informed of the upcoming changes in advance?

Is this what I can expect from USAA in the future?

Will USAA’s customer service continue to decline. (While looking online to see if other members were having similar experiences, I found a lot of complaints)

VR,

Robert Perkins

My accident occurred on 04/14/2023. We filed a claim immediately & USAA determined it a total loss. Everything went fairly smoothly with the auto claim until 04/26/2023. On this date, the claim status showed an insurance check being issued. As of today, the usaa loan department has zero information regarding the insurance check. We have been trying to speak with someone in the insurance department about this since 04/30/2023. However, we always receive the message that we will need to speak directly with the claims adjuster. Wr have left several voice messages but zero return calls or messages. On the adjuster’s voice mail she states we can also contact her manage if we need immediate assistance. However, we cannot get the manager to call or message us back either.

It has been 4 weeks since the accident and 3 weeks since the insurance check was issued. The loan department has not received the check and we have not received the check so we would like for the check to be cancel & a direct payment to the loan be made ASAP! We have yet to be able to speak with anyone who can help us in any way. This is extremely frustrating & definitely unnecessary.

Single car accident last month in Colorado involving my son. USAA will not provide him with an equivalent car. Claims management do not return calls or answer email. This has been given on for over a month. I am a combat disabled Vietnam veteran have been a 51 year USAA member and I recommended USAA to him and feel responsible and let down by USAA. Terrible customer service. Claim adjuster Joseph and his supervisor is Nicolas. Both are unresponsive. My USAA membership number is 873545.

Like most USAA customers, I am and always have been a law abiding citizen. I also served 28 years in the military including frontline deployments. This is not a boo-who poor me post. Just a warning to my fellow USAA members. I pay my insurance bill to USAA every month consistently and I pay my annual vehicle taxes on time consistently. Well, every time you pay the taxes here in South Carolina they ask you if you have insurance and who the insurer is. For me its been USAA for the past 25 years here and no change in vehicles for the past 4 years on the wife's vehicle and no change in my Tundra for the past 12 years. The State doesn't apparently take your word for it and sends and inquiry to USAA to which they must respond and confirm your insurance compliance. Which in my case they only reported my wife's vehicle and not my truck that has been on insurance for 14 years with everything paid on time every time. So per the law here, the State declared my registration invalid and suspended my drivers license. Multiple phone calls to USAA were of no help and failed to fix the issue. Finally I had to visit the local DMV and wait in line multiple times to get the issue fixed. If I had been pulled over during that time, I could have been arrested and charged with driving under a suspended license. All thanks to USAA's incompetence. The very nice lady at the DMV that helped me correct the situation stated that this was fairly common with USAA. Please be advised and aware.

For the past 2 months I have spoken to the billing department to update the expiration date of my Autopay credit card, as I keep getting denial of payment emails. I spoke to a supervisor again last month, who assured me that the 2023 expiration date had been updated to 2027. Autopay was denied again today.

After 50 years of membership I am disappointed to encounter this level of incompetence.