USAA Auto Insuranced review: Claim coverage

The main reason I felt I had to file a complaint was how multiple people treated me during the recent aftermath of being hit in my car while at a stop, and the resulting no fault total loss. Of course, many people I spoke with were nice and courteous to me as well. But there were multiple instances of people being rude and dismissive of what I would say and unhelpful. The most notable is when I called USAA to see how long I could keep my rental car after the 7 days limit on my policy. The representative told me I had to return the car the next day, or I could start paying on my own and then submit receipts for reimbursement by USAA. Based on that, I kept the rental car for an additional 3 days instead of having to ask family for help driving me around which they were willing to do. 3-4 days later I called USAA to see if there was an update on the value USAA approved for a replacement vehicle. During that call, which happened to be with a manager, I mentioned the rental car situation and he told me that what the previous representative said about rental car reimbursement after the 7-day period was not true. I called my son John to add him to the call to help validate what was said to me about rental reimbursement and we asked that agent if it was possible to have a manager review the recorded calls during the dates of January 17 and 18 so they could hear us being told USAA would reimburse me for the rental car cost for the additional 3 days if receipts were forwarded. The manager said he set ‘tasks’ to a manager to listen to those calls and I would receive a call from a manager within 48 hours. I called USAA after not hearing from anyone for days past that 48 hour timeframe and asked for an update. The representative I spoke to said there was no record of the ‘tasks’ the previous manager/or agent said he had set. No record of the request to listen to those conversations. So, I made the request again. A day or so later a manager called and told me that the recordings don’t exist and no one at USAA would ever say that they would reimburse for additional car rental costs. I reiterated what happened and was told that wasn’t true. In essence calling me a liar. Very dismissive of me. This isn’t even the sole reason for the complaint. On the total loss of my vehicle, I had added safety parking sensors to the car which were installed by Germain Honda for additional safety while driving. This cost over $2500. USAA refused to cover that cost and said they were considered optional and unnecessary, which one manager likened to a Hello Kitty car decal. I have been a client of USAA for 63 years and this is how I was treated. I will be switching my business away from USAA due to this incident and intend to let the Better Business Bureau know as well. Thank you.