3.90 / 5 based on 306 Reviews | Submit Your ReviewSatisfactionClaimsCostBillingService
USAA is short for United Services Automobile Association, and the name tells you a lot about the company. Where other insurance companies accept military employees, USAA only insures people who belong to the United States Military. They are listed in the Forbes 500 at 189 for revenue and 78th for total assets. The company has more than 113 billion dollars in assets and has written insurance policies totaling more than 9.1 billion dollars in 2006.
Company Information9800 Fredericksburg Road
San Antonio, TX 78288
(210) 498-0279 (Fax)
Company Reviews (306)
This has been the worst service I've ever received, November, 2015
Over a month ago, my car was hit in a parking lot, completely removing the back bumper and damaging it, almost totaling it. I handled the insurance with State Farm, who got me in a car the next day and handled all expenses of my car. The repair took a while as I drive a Volvo. Two days after receiving my car and receiving no hassle from State Farm, a car pulled out in front of me, totaling my car.I handled my claim with USAA this time and they have been nothing but trouble. After my car was gone it took them not very long to get me into a rental, but then they appraised my car with a fair body condition, and I can promise that there are few cars with as good of a body as mine was for a 2000. Eventually after several hours of waiting on the phone and attempting to get higher up the ladder, my family and I were able to remove the deductible. After this, we had some other troubles with the value of my car and had to go through the same treatment to fix it. Our last problem lands on the rental. USAA STILL hasn't given me the full amount of money that I'm supposed to get from them, but they have expected me to obtain a car within a week without any money to buy one. I now have the new car thanks to my parents loaning me some money until this money comes in, but USAA expects me to pay for the rental past the week they allowed me. I WILL NOT BE PAYING THIS. This is money that USAA should be owing to enterprise for their own discrepency, not for my bad choice of insurance. I called them recently to have this fixed and was rudely greeted by the phone operator named Alex, who just simply transferred me to people who weren't even in the office. This has been some of the worst customer service I have ever received and as soon as this is over both me and my family will be leaving USAA for good after 25 years of being with them.
Thought they took care of their veterans..., February, 2016
You are probably going to be the first person to make contact. They do not contact you. After repeated attempts to get a hold of my agent, she finally called me AFTER I had already taken my car into the shop of my choice and leased a rental car for the week while the car is undergoing repairs.
She stated I should only rent a car when the car is in the shop undergoing repairs. She suggested that I drive my car as long as it's deemed safe to drive. I asked her to provide me the excerpt in my policy stating that, and how they deem whether my car is safe to drive. She didn't, but I did, and nowhere does it state that they will not cover my rental. My car had damage to the rear wheel base - I'm not going to freaking drive my 1-2 hour commute to/from work with the rear of my car all dented in potentially causing more damage to the car. That's ridiculous.
It seems that my agent's main goal is to make me pay for the rental and will only pay when they are physically doing work to the car. The rental is covered in my policy! It seems they're more interested in nickel and diming their customers with hidden costs rather than helping.
This is the first accident I've had since 1987, and this is my first, and only, claim that I've had with these folks.
I'm a former Marine. I chose USAA because I thought they took care of those who served our country. Apparently that's not the case anymore. No customer service whatsoever.
I'm the "little guy" according to them. If they don't cover what I pay for in my policy, I'm dropping them, and I'm going to tell all of my friends who use USAA to drop them, as well.
Worst billing ever, October, 2015
I've been with the company over 10 years and they are so frustrating when it comes to billing. The app sucks and so does the fact that if you are late at all you get an automatic cancellation notice. Every 6 months my plan renews it says I owe the full amount instead of the monthly amount I should be paying. I am literally on the phone with them every single month trying to figure out what is going on. I decided to finally write a review in hopes they see it and get it together because there has to be an easier way to do billing. UGH. That pretty much sums it up.
They messed up and its costing me, October, 2015
August 28, 2015 I called USAA to get my husband SR22 insurance. I specifically said "He has to have SR22 or his license will be suspended". The man I spoke with insured me that he did have SR22 and the proof was being faxed to the sate of Idaho. On September 29th my husband was pulled over. The officer used the excuse of "speeding through a yellow" in order to pull him over even though the person driving next to him was actually speeding. my husband was actually placed in cuffs and almost taken to jail because he was driving without a valid license. He almost lost his job. He was still required to schedule a court date even though I had USAA back date the SR22. The prosecutor was barely willing to drop the driving without privileges charge, but we still had to pay the "speed through yellow" which was $90. He had to miss work to be in court and that cost us $200. This never would have happened if USAA had done their job correctly in the first place. I was completely blown away to hear that they were only willing to offer an apology for this incident that is costing us money we should not have to spend.
over 400 dollar premium increase, December, 2013
We have been with USAA for a very long time and now I am considering my options. We have never had a claim and this year are renewal premium is up over 400 dollars. Time to expand our horizons as this is ridiculous. We have not had a claim in over 20 years!
Claims Service, January, 2015
I have had a terrible claims experience. What's amazing to me is the horrible attitude of the adjuster and the way she continues to talk down to me. All of your conversations have been documented via the USAA website which is convenient but the customer service is lacking. They boast that 92% plan to stay for life. I am assuming this is the 92% that has never had to file a claim.
Dropped after 40 years, November, 2013
Thirty years ago I had an unfortunate experience with a homeowners claim where the company wouldn't return my phone calls. It took a letter from my attorney to get their attention. Nevertheless, I stayed with USAA. It was the only claim filed in my 40 years with them.
More recently, after USAA had insured my current house for over twenty-five years, I received a letter out of the blue that they were canceling my coverage because the house was located in a "high risk" fire area. A USAA-insured neighbor of mine did not receive this notice. With only 30 days to find replacement insurance, I was surprised to learn that the same coverage was available elsewhere at much lower rates.
USAA pricing themselves out of market, January, 2015
USAA raised my Rates by 100% this year with no apparent reason and in discussing it with them it became apparent that they did not know what they were talking about. Other Companies insuring in Florida are $2400to $2600 below them for the same coverage. As soon as I decide on a new company we will end our 50 Year relationship.
Lost customer service focus, November, 2014
I've been with USAA since 1990, and never imagined using any other company for insurance, banking, investing, etc. However, it feels like they grew too quickly and in some cases have outsourced which has created friction when dealing with customer service. I am unlikely to renew.
Terrible auto claim procedures, March, 2015
Anyone who is insured with USAA should run as fast as they can to get new insurance. They are a bunch of slimeballs. Someone insured by them hit our beautiful American-made muscle car and USAA is refusing to fix it using comparable parts - insisting instead on cheap knockoff parts because they cost less, even though doing that will make our car worth less. They say this is their policy for all repairs of a car more than two years old. So USAA does NOT support America like all their ads say. They are firm believers in using cheap, crummy, made-in-China parts. They should be ashamed and anyone insured with them should be embarrassed to be associated with such a company. Zero stars as far as I'm concerned.
Policy Cost Increases/Cust Svc Decrease, March, 2015
Are the costs of your USAA policies going up? You're paying for all the multiple daily USAA ads on almost every TV station. Those costs really add up and have to be funded from somewhere. Also just remember, today you're not a USAA member but just a customer. In keeping with that fact, I've been a 20 year member but for the last 25 years, a USAA customer. Sadly it's time to look elsewhere ---
P.S. - I haven't had a claim in over 15 years and I have outstanding credit.
**Do Not Select USAA as your Carrier**, July, 2015
USAA has gone to the Dogs. You can no longer rely on their service. You can never get their on line service due to their changing their security monthly. Takes hours of phone calls to straighten up, their people are rude as hell and they do not care about their customers and lie about the coverages provided. I have been jacked around on auto and home policies it has take 4 years of my time and effort. BEWARE DO NOT USE.
I like USAA except for..., December, 2014
I have been a faithful member of USAA for the last 5 years and would not even consider switching carriers if it wasn't for the fact that the home owners quote wasn't so outrageously high. I even advised that I could not stay with the company with a premium that was almost 75% of my estimated mortgage payments and they were unable to use anything other than a computerized program to generate a quote. They were not able to enter in a lower amount so I shopped around and found another carrier and I am switching.
No morals whatsoever, November, 2015
We purchased a brand new car in 2013 and was told that we will need to a have full coverage for the car which is exactly what we thought we had when we spoke to USAA. When we were in an accident, we were told that all we had was comprehensive, no collision. We were completely stopped at a stop sign when two cars crashed into each other and ricochet off of us. So you may ask, how is it possible that we don't have any collision coverage? They couldn't give me an answer as to why I'm not covered as I live in a no-fault state and that everyone had to claim from their own insurance regardless of who's fault it was. They said we have declined all coverage, but how is that possible when I am still currently paying for the car. Why is it that they are telling me, if the accident was my fault, they would pay the damages for the other vehicle, oh wait, it's a no-fault state so we don't have to pay. I feel like I've been tricked and that they are one of the shadiest company I have ever encountered. You would think they want to support the military and help guide us in the right direction, however, they just want to trick people into paying the money and make it as difficult as possible to get anything to even fix the car.
difficult to collect on claims, May, 2015
It appears their policy is to raise rates to cover claims. When we claimed auto accident damage, they raised our rated temp. until they recouped the cost of the damage and then lowered the rates to normal. They claimed that state law required them to raise the rates.
I am very unhappy with an insurance company that works diligently to find ways not to pay claims.
Don't Be Fooled by the Stars, December, 2014
Like many others we have been with USAA for 23 years. We have never had a claim until this year. We have all our insurance with them: Umbrella, home, auto and jewelry. Unfortunately this year we had 3 different claims (don't they always say things happen in 3's?) The way they handled each of our claims was terrible.
Cons: 1)You never get the same person 2)They harass you with rerecording your statement 3)They have called us liar's 4)The claims process takes too long 5)The payment process is confusing 6)They lost appraisal documents.
Pro's: 1) Cheap insurance (I guess you get what you pay for)
Our last claim was an auto reck that my spouse was not at fault. The claim took over 6 weeks to process.
Buyer beware!!! It's too good to be true. We try to protect ourselves from the terrible catastrophes only to victimized by USAA insurance company for a second time.
We took our business elsewhere.
WORST COMPANY EVER!!!, July, 2015
Just wanted to relay my experience with USAA home insurance. First let me say my wife and I have owned homes for 48 years and have filed NO CLAIMS. Last year, a water pipe at our rental property came apart. The property was recently vacated by our tenant. We called USAA and were told and adjuster would be out promptly and they requested photos and a bill from the elecrical utility provider (to prove heat was on in the home as it was winter). Needed documents were sent within a week and adjuster came propmtply as promised. "Independant adjuster" stated, "you guys do not need to do anything this is 100% covered; we are going to pay for all of this". So we did as instructed and mold began to muplitply. Months elapsed as our voicemails were never returned from our assinged adjuster. Numerous calls were placed to other adjusters as well as the superisor of the adjustors with no calls returned. Months later, the adjuster requested the SAME information as before and it was sent again. 8 MONTHS later we received a 4 sentence letter denying the claim staing it was caused by weather. I compained and eventually erceived a call form someone who identified himself as the "vice president" of USAA. He stated the same and when I asked him to show me where the pipe burst in the picture he could not stating it came apart but they still felt it was wether related. Now our house it totally consumed with mold and probably destroyed all because we assumed they were going to pay as adjuster promised!!! We have since canceled with USAA and would not recommend anyone buying this insurance!!!!!
Stinks, August, 2015
Insurance has gone up because of all the claims made in the state I live in; not by me personally. Totally looking for another company.
USAA Home Owners Insurance Costs, May, 2013
Under the present system we will have to take out a mortgage to pay for homeowners insurance. Is there a way to reduce the costs of insurance and still be safe? There are no answers from the public, government or the insurance industry.
Why cost so much?, August, 2012
In 8 years, my cost went from $460/YR TO Over $1100/yr. Don't like paying into Catastrophy fund in Florida either. If you want insurance, pay for it like everyone else does, or MOVE away from the beach or hazardouse area. You reap what you sow.
Canceled after 40 years, March, 2015
I first joined USAA in 1971 when it was a smaller organization for military officers. Since that time it has grown into a mega-opolis and like all large companies has lost its humanity. I had two claims in my 40 years with USAA. One stolen motorcycle and a small car crash, not my fault. The m/c was handled fine. The car crash was not. When I called about a rental car ($15 dollars a day reimbursement) I was denied because the rental "might" have gone through the weekend and that would cost the company an extra $30. Thirty two years at that time and $30 was too much to risk to authorize a rental. Then, during my 40th year, the company sent me a wonderful gift. A plastic bumper sticker to put on my car and advertise their company. I finally canceled when I moved to what they considered a "fire danger" area and would not insure my home. No other insurance company I contacted had any problems with where I lived. Fire hydrant within 400 feet. Fire station less than 5 miles away. I canceled the next day.
worst customer service ever, July, 2015
after an accident we were treated like unimportant.
, people and as if the accident was our fault even before the fault had been settled.
Poor service, May, 2015
Have made 4 claims over a period of 35 years. They refused to pay on three of them. They respond as if I am trying to defraud them of their money. They try their best to find ways not to pay. Will be looking for another insurer for all of my coverages.
USAA Rating, October, 2012
I have felt lucky to be insured with such a great company, but the cost has grown prohibitive.
Great service, bad pricing, January, 2013
Had USAA on various properties until 2012. You can't beat the customer service on the insurance side of USAA. But, they are extremely expensive. I switched to Farmers last year in Oklahoma. The price with Farmers was half that of USAA and the deductible was a fixed amount rather than a percentage of what USAA said my home was worth (they valued it 150% over what I paid and what the house was tax assessed at). In Alaska, where we live now, they were not remotely competitive with SAFECO.
USAA is good, April, 2013
I have multiple products through USAA and I like them a great deal because their service is spectacular. Insurance rates have gone up in Florida recently and I am trying to find out if I can find a better rate.
USAA all the way!, April, 2012
We've been with USAA for over 15 years, through mulitple moves across the country, and even through a couple of accidents. They have always responded humanely and quickly. When my wife's car was totalled, we had our claim check in hand in time to use those funds to get our next car, which I am still driving.
Used to be, June, 2015
Ditto. Like many other USAA members I had a long history (22) years with them as my insured for my automobiles and home. USAA is no longer the top company I thought of them in the past 18 years. In fact USAA is provabiy on the lower ranking of insurance companies when comparing quotes with other companies. If you don't believe me and you are a long usaa customer (10 years plus) do yourselves favor and call two or three big insurance companies and get a comparison. I called multiple insurance companies and every one was either the same with comparable coverages or way cheaper. After 22 years, I am going to State Farm and saving 400 a year just for automobile insurance with comparable coverages. I blame myself for being complacent and believing the USAA HYPE and not researching what the other guy offers. Don't make the same mistake and take my challenge of comparing quotes, you lmight be pleasantly surprised by what you find. Good luck.
Usaa has priced themselves out of MY market, May, 2015
USAA customer services used to be top notch..but are starting to slip recently. Claims service is EXCELLENT but policy is just too expensive and has gone up more than 50% in the last 2 years.
gotten more and more expensive for the same amount, April, 2015
the company has been charging more and more for less coverage, feel like they take me for granted and that they are bleeding me dry
great company , June, 2015
I was happy with USAA however I am obtaining homeowner's insurance and found their rates to be non competitive with other companies.
Unfulfilled contract, bad service, June, 2015
Very unhappy with claim on our hail damaged roof. We have contacted them numerous times by app and phone. Each time it is with a different agent and they give us a different quote on what is owed. The customer service is poor. The adjuster showed up and did not talk to us. They do not want to cover work that is required by code, nor the permit fee. We calculate they owe us thousands; they have gone from $99.00 to nothing. I am so sorry I talked my husband into changing over to USAA. I am so worried about what will happen if we have a catastrophic situation like a fire or tornado with USAA insurance.
Positive review - USAA Car Insurance, January, 2012
I like this company. I get a person right away. They do not have me make a choice in language. They all speak english. They are friendly and professional
USAA/41 Years of Service, January, 2012
USAA has been my insurance provider (auto, home) since my US Navy service began in 1970. They have been cost competitive and have provided superior service throughout. In addition, I have received checks annually from my Subscriber's Account refunding a portion of the premiums paid during the previous calendar year. The amount varies depending upon the claim history during the specific preceding year but has been significant throughout my membership. In addition, the balance in my Subscriber's Account has increased each and every year. I'm very happy with the service provided by USAA.
USAA, January, 2015
Amazing company. I frequently get phone calls from other insurance companies. They always hang up when I say I have USAA!
USAA good for Veterans, January, 2012
USAA has always taken care of my claims in a timely manner. They have always been very easy to work with.
Best car Insurer, August, 2012
USAA is really a good auto insurer .I have three cars with great coverage that I can aford . Every six month I renew my payment goes down . Thank you USAA.
Simply the Best, April, 2012
Great service, great perks. I'm never leaving.....unless the rates go up. The prices have not been beaten and I've kept an eye out for the past 10yrs. Dividend checks around Christmas aren't bad either.
Formerly fantastic..., July, 2015
The price is fairly standard, sometimes a bit more $ than others, but the customer service used to be fantastic. Within the last year, the cs has dropped significantly. The loan payment had a hiccup because it started being withdrawn twice a month instead of once a month. We contacted cs and it was guaranteed "fixed". However, the issues still continue. They're charging when they shouldn't be, and they never "fixed" the main issue. The cs is very slow and uninformed. I would no longer recommend USAA to anyone.
I LOVE USAA!!, July, 2015
I have nothing but good things to say so far. I'm always able to get through to a live person when needed and the price is definitely right!
Exceptional company, March, 2014
Have been with USAA for 45 years. They have insured all my cars and homes during this period and done an exceptional job. The only reason I won't be using them this time for home insurance is because they no longer write polices in the area of Fl where my new home is located. I will continue to have them insure my vehicles and handle all my retirement accounts/
usaa, August, 2012
great company works well with military and all their needs. have used them for over 6 years and could not be more pleased
Super Service & Great Price, April, 2012
Have been with them since 1958 with exception of 3 months ineligible period, Have auto and renters. Have had motorcycle and homeowners. They no longer write in Florida for homeowners or I would use them now. Have had great quick service.
Never have had a problem, July, 2015
I've been w/USAA for 38 years. I have never had a problem. Unfortunately over the years I've totaled 3 cars(2 mine & the 3rd the car I hit), ands have had 5 other accidents All the issues were handled professionally, they even upped the cost of the totaled car when I asked for the adjuster to look at again. They even replaced a window, I purposely broke. They paid out my claim within 3 days, and my car was fixed within the week. They offer road service($8/for 6 months), and they pay dividends on the account. I have put this policy out for quotes, and no one has ever come close to matching it. My dad has USAA homeowners, after Hurricane Sandy, his house was fixed and paid for while a lot of people were still waiting for their adjusters. Overall, USAA is great(at least for me)
Good Service Provided, March, 2015
So far I have no complaints with the services provided by USAA. They are friendly, helpful when needed, and quick to respond back with information.
Satisfied, March, 2015
Very good incentives..good rates..excellent responses time with questions or concerns..excellent record with military families in multiple services.....rewards annually also
Increasing Cost in Florida, September, 2014
USAA has always been an outstanding company and has an excellent reputation among other insurance agents. They have always been very responsive to those who need to file a claim, Iâ€™ve never heard of anyone being dissatisfied. Weâ€™ve had several auto claims and they made the process entirely painless. The only downside Iâ€™ve experienced is the creeping cost of homeowner insurance while living in Florida.
best company service ever, March, 2014
ussa insurance has handle ever claim we have ever made with utmost professionalism for home and car that we could ever expect at a price that beat everbody. price/value relationship is such deal!!!
USAA, January, 2014
The only reason I am looking for a quote is because USAA will not insure in Florida. We were told that once we moved out of our present home, we could not use USAA in the state of Florida unless the Military moved us there. We are both retired military.
best reliable company, December, 2013
I have been totaly satisfied with this company & have used them for at least 25 years
USAA Is the best around, March, 2012
USAA car insurance is the best all around and cannot be beat for price, clames, service and they get you rolling back on the road fast. I could not be happier. Thanks USAA, Terry
comparison, March, 2014
Good service. Had no claims so can't really comment. Cost seems to increase rapidly.
still covered in Texas home where ex-husband lives, September, 2014
USAA is the best! I always used them for all insurance and banking needs in Texas, but they will not cover me in this area. I have lived in this home for five years and did not insure it. It is very soundly made and has many security features so I felt that the risk was minimal. However, I am getting older and wiser and now wish to purchase insurance for my wonderful home. Wish USAA could come through.
USAA corporate greed vice military legacy, January, 2014
USAA is draining millions from a lower risk true military members to attract anyone even slightly related to that core population. New population will taint risk pool. Expanding has required new hires that clueless. Employee skill and core values lost at USAA which made company great. Bubble will break.
Great Auto and Home Insurance Company, February, 2013
No complaints, extremely satisfied with company
Encellent, April, 2015
Good company with the right prices. If I don't see a significant price differential I won't change. I am trying to find the going rate.
Keep Close Contact, December, 2014
We were very satisfied with this company during the first couple of years. However, since our insurance was paid through an escrow account they never contacted us prior to any rate increases. We were only notified by our mortgage company when receiving our annual escrow statement.
Excellent Company, March, 2014
I have been with USAA for home, renters, landlord, and car insurance a very long time. I also do my banking and have my credit cards through USAA. Very pleased with the rates and customer service.
USAA is WONDERFUL!!, August, 2012
I have never had a problem from this company as far as insurance, banking, loans and so on. USAA is wonderful and I would never leave them.
USAA Home Inssurance is the best, June, 2015
Military members and family members qualify for auto, home, life insurance and banking services through the best USAA.
MY USUAL MONEY FLYING OUT THE WINDOW, January, 2012
AS USUAL HAVE NOT FILES ANY CLAIM SO ALL THE PAYMENTS ARE FOR PROFIT. AM THINKING OF CHANGING TO GEICO GOT A MUCH BETER QUOTE 444.40 FOR 6 MOS.
Very satisfied with this company and the customer service and will ccontinue business with them
Great Car Insurance, March, 2012
Usaa car insurance has been nothing but great. The prices are the best you can get. Claims go in fast.
Excellent, February, 2012
Excellent attention, you can´t ask for more. If you need good prices and conditions, you have come to the right place, tv
Best Insurance Company, January, 2012
So far, all of the rumors are true -- USAA is the best insurance company. Signing up for your insurance by internet was the easiest I've ever encountered.
34% rate increase after 1 claim, April, 2016
Like other reviews on this company, Everything is fine until you have to file a claim. I had a water heater burst and flood a bedroom. The claim was under $4000 of which I had a $2000 deductable. Over the past 20 years, never filed a claim. Don't believe the televisions ads that claim they are looking out for the interests of military personel. Had I know about their premium poicy, I wuld have switched insruance companies years ago.
horrible service, April, 2016
USAA Bank has been a nice company to bank with until recently. Their service policies have changed recently due to alleged increases in "fraud" activity. This includes accusing a long-time (20 yrs) USAA member that he is committing fraud on his own account. When it appears that the member is trying to get money out of the account in a manner that is similar to their definition of a "fraud" action, the following immediately happens:
1) ALL of the funds in the accounts are immediately frozen and,
2) Online access will be immediately revoked,
3) Checks continue to be cashed, but they will be returned with the reason: "Refer to Maker"
4) Returned check fees will add up
5) a fraud investigation will continue for about 3 weeks
6) the USAA member will not be able to access or move money from the account
7) the USAA member will be treated as a fraudster until the investigation is complete
8) the USAA member will not be included on any of the investigation--so no information will be known as to why any of the above is occurring,
9) Phone conversations with USAA will be limited to the fraud dept representatives which are restricted already by definition.
After ~3 weeks, USAA will unlock the account because they discover it really was the USAA account holder just trying to retrieve his own money apparently in a "fraudulent" manner. No messages will be sent to the account owner regarding the change in status from "frozen" to "normal." Any billpay actions will have continued as normal and thus many late fees and return check fees will stack up with all vendors--USAA will not offer to reimburse any of these actions even though it was their own process that caused the issue.
They Really Care, April, 2016
My car was broken into last night. I filed a claim and my agent Carrie Ann came to my rescue right away, She was extremely helpful and comforting. They took care of every detail for me and found me the most financially beneficial opportunities. I am so thankful to have them in such a difficult time. Thank you USAA!
Never AGAIN, March, 2016
They are rude . They never have an answer, No one knows anything there , and they love placing the blame on everyone but themselves. I would never recommend anyone to this company!
Beware, March, 2016
We've had USAA for years and never had any problems with them, of course that was primarily because they offered lower rates and we never had to use them. My wife bought a new car last year, the sticker on the car was $38k. We talked the dealership down to $35k, put another $2k down, and took the car home with us. Here we are 8 months later and my wife was involved in an accident. Luckily (not really), she took out the GAP insurance through USAA. So when they totaled the car we thought it'd be okay, we were wrong! According to USAA, or $38k car is now only worth slightly over $20k; so even with their GAP insurance we are still going to owe thousands!! If we were upside down on the car to begin with, I would understand but we weren't; we put an extra couple of thousand down! We refused their settlement, and now have been told that it might take as long as 6 months to get through their alternative settlement process which also includes us having to pay a 3rd party to appraise the car. Now we are making payments on a car that we don't even owe. At a time that things were already stressful, USAA has made it even worse!!
I understand that automobiles depreciate over time, but to say that our car is worth about half of what it was 8 months ago when it was 'new' is CRAZY. This isn't even accounting for the extra money that was spent on tinting the windows and the new tires/rims that my wife added to make the are look nicer. If you just want a low insurance payment, USAA is great; but if you think you might actually need to use the insurance that you are paying for someday; then you might want to consider using a different insurance company.
Horrible horrible, March, 2016
Since January 2012, Usaa has never given direct answers to any of the following issues, why bank accounts were closed and why they put credit card in collections when we told them there were charges on the credit card we were disputing and that we within our rights were holding off payments until the issues were resolved(this was after they closed our accounts without letting us know and holding onto our funds for over a month) And since have not paid out on policy for renters (depreciation), jan 2013 robbery, they sent $4,000 out of $25,000 that they originally itemized, to wages loss, moving costs (rental fees), money for attorney to handle issues with use of our credit cards without our authorization, property loss, replacement car and veneers.
great, March, 2016
USAA has been my bank and insurance and mortgage company for 30 years. they have been fantastic to work with
Worst customer service ever!, March, 2016
Customer service has declined rapidly over the past couple of years. No one seems to be able to transfer calls to the appropriate person, I have to speak to at least four or five people before I can can my questions (minimally) answered, and worst of all my claim was handled horribly. My agent was fired and my claim transferred to someone new. My statements were not properly transferred to the new agent, I was not notified of the transfer, and in the end I only received a call to notify me that my bill would be increasing by upwards of fifty dollars a month after my first (ever) accident. No one at this company will ever let you speak to a manager or anyone in charge. Home insurance is just as bad. I even called my usaa credit card after two awful insurance experiences and yhe banking agent hung up on me after cancelling my card. I wI'll not work with usaa again and would highly recommend that others don't either.
long time usaa customer, January, 2016
Have been with USAA for about 30 years: auto insurance, home insurance, banking. Always have received the highest quality of service.
Cost Prohibitive, November, 2015
I've been with USAA since I graduated from college 35 years ago for auto, and added a homeowner's policy 15 years ago. During that 15 years, my monthly premium has risen from less than $90/mo to over $380/mo! USAA has always been efficient, has relatively good customer service, and has generally been a very good company to do business with...but at these escalating prices I think I can do better elsewhere. I realize that insurance is basically the opposite of gambling: the more risk you're willing to take, the less you pay. Most people, like me, pay premiums for years (decades even) and rarely, if ever, submit a claim. At this rate, there will come a time in the not-so-distant future where my premiums will exceed my mortgage costs--that's just crazy. I understand USAA needs to make money (they're not running a charity), but do they really need to gouge me? USAA made $3.4 billion in PROFITS (up 25% from the previous year) last year. For all you non business types, that's the money they have left over AFTER they pay all their bills, salaries, etc. They can make their money off someone else.
Great customer service!, October, 2015
Insured for over 40 years and have always received great customer service. My claim for a car accident was handled extremely well - provided me with my options, walked me through the process and claim was settled quickly and accurately. Just checked premiums and they are in line with other top rated companies.
Home Car and VPP, October, 2015
I am a 20+ year member and have NEVER had a problem with USAA. I have always received top member service. I have read alot of the reviews and see a trend that other members stating that the did not receive documents when coverage was changed or canceled? This concerned me so I called USAA and asked them how they process member documents. And just as I thought the way they are delivered the way the member chooses ie. online or mailed. I was also told that all documents that are sent out are available online for each member to see. So IMO if you have a problem recieving a document from USAA perhaps the problem was actually the member not the company.
Cheated out of my service, October, 2015
CHEATED OUT OF MY SERVICE !!
I had valuable personal property stolen. When I tried to make a claim, USAA said "you are not covered because we canceled your service."
I would like to have known my services were canceled but I was on a military deployment. I never received a certified letter, no email, no phone calls, nothing.
I presumed USAA would take care of a 8 year customer but they like to keep my money and not back their promise. USAA said they will take care of me if I paid the overdue amount, and reinstated my policy. So I did, I paid what I needed to, and reinstated my policy on 15SEP2015, which is when I got back from my deployment.
However because the valuable personal property was stolen on 14SEP2015; before my reinstated policy, USAA said you are not covered and they will not do anything to cover the loss. So I am wondering, WHY did you tell me you would cover the loss, then LIE to me, and my wife.
I submitted my complaint to the Better Business Bureau, and USAA said "I am responding to your submission regarding personal property coverage for your claims. Garrett Bonillas, of our staff, completed another thorough review of your concerns; however, there has been no change in our coverage decision"
Premium started low but rose quickly, September, 2015
Started out with USAA after all the rave reviews. I was using them for car insurance. I shopped around between usaa and erie as we were using them for auto insurance at the time. Erie couldn't beat usaa and everyone I talked to said I was getting a good price on usaa ($1200/year).
After three years the premium increased $800.
I ended up moving and double my home price, double the coverage and usaa wanted $3800/year. Allstate quoted me $$420 for the same coverage. So I switched to Allstate.
Horrible claim experience, September, 2015
I had heard nothing but great things about USAA. However, my experience has been anything but great. I filed a claim on my renter's insurance on Saturday, August 22 of this year. Since then I have had to talk to seven different people, have been given conflicting information by different representatives, have had to answer the same questions twice and was expected to answer then a third time, was given an extension in a voicemail left on my phone by a manager which was invalid and have had a difficult time getting any updates on my claim. In a three day period I tried calling the adjuster handling my claim four times and left a message each time requesting a call back. I never received a call back from her. I spoke to a second manager and voiced my displeasure with my experience with USAA. She assured me that my claim would be given priority. Yesterday, I called the adjuster for the fifth time and of course got her voicemail. So, once again, I left a voicemail and got no response. Today, three weeks after the incident, I received a call back from the adjuster. During the call she stated that I had been given some incorrect information about my policy. At this point I was again starting to get upset because once again I had received misinformation. I then began to tell her how I was extremely unhappy with my whole experience with USAA. She told me that when she spoke to me previously she had given me some information about my claim. I told her that she had not spoken to me before and that I had called her repeatedly and never got a response. She began to argue with me and insisted that she had. When I told her in a raised voice that she had not, she told me that I was being rude and disconnected the call. Needless to say, once this nightmare is over, I will no longer do business with USAA and will never recommend this company to anybody.
aWESOME TO BE WITH, June, 2015
Always shop around to see what is out there. But I like USAA except the are so short sited.
USAA auto coverage, February, 2015
Good coverage and good customer service so far.
Customer satisfaction, April, 2014
Great company; great service with the best rates.
Rates keep climbing!, April, 2014
Only claim paid over past 20+ years was $250 for food spoilage due to hurricane.
Just looking, March, 2014
Wanting to see my options
USAA review, March, 2014
It's a good company and very affordable with lots of options and a variety of coverage.
The Best in Price and Service.
usaa, September, 2012
wonderful company, but I sold my house and they will not write rental insurance in florida
Great, August, 2012
They were a great company and I would highly recommend them. I never had any complaints on dealing with them.
Review of USAA, July, 2012
The company is, considering all things, very good; however I lease vehicles and USAA will only use substandard parts for vehicle repairs. This would present an additional problem for me if I ever had an accident in one of these vehicles.
shopping policy change, September, 2014
I have been very satisfied with my Homeowners Policy, however, the cost of same has increased to the point my family is considering leaving Florida if this trend continues.
Usaa is great, August, 2014
Usaa is great for military, but I hear there are more economic options out there
Major, August, 2014
Great, great company!!!!!
Happy Customer with USAA , April, 2014
This Company was a good company, unfortunately I couldn't renewal with USAA. I wanted to look for something that's more affordable
USAA is affordable option, February, 2014
Discounts given for having both auto and home policies. They do increase rates annually like everyone else, so check often!
Manafacture Home Insurance, December, 2012
Current insurance stop carring manafacture home insurance
Home owners cancellation, May, 2016
I have been with USAA, insurance and banking for many years. I am disappointed with homeowners and flood insurance. My policy is being cancelled because I don't occupy the residence, but my son's maternal grandparents do. Seems to have been a very negative experience over the last two or three years: rejected claim (twice), flood insurance is ridiculous (over 1/3 of the annual mortgage payment - principle, interest and escrow minus the flood insurance), and now homeowners policy canceled. USAA used to be a good insurance company, there are other options and I will most likely return to State Farm, they were always good.
Disgusted with their dishonesty and inconsistence., May, 2016
The insurance is horrible. We had asked for rental, towing and a different deductible amount to be put on our policies and the CSR confirmed that it was on our policy. Then we had an accident and conveniently enough those coverages and changes were not applied to our policy. And then our call had not been recorded, or so they say, so now we have no proof of asking for the coverage or it being confirmed to have been put on our policy. I would absolutely recommend going to a different insurance company. They were very dishonorable with our business. We are looking at different insurance companies due to this b.s.
Now we're out the extra money for the rental and higher deductible. I'm so disgusted that they are being so shady. At least my last company was worth it. I'm pretty sure we're switching back to them.
I wish I could give a no star rating.
Find something better, May, 2016
USAA has become terrible. Their secrect fees and hidden loopholes will leave you wishing you had gone with someone else. Dont let the military image fool you, they will rip you off. Property insurance that pays less than half the value. Road side assisance that will only tow you 12 miles when your 70 from a repair facility. Nickle and dime you every step of the way
With USAA over 30 years..., May, 2016
Switching from Home owners insurance to Renters insurance and USAA does not cover coastal counties in Texas at this time.
good, May, 2016
USAA Claims Nightmare, May, 2016
I had storm damage from the hail / storms in my home. It was up for sale so I needed to get my claim answered in a timely manner. The inspector took multiple pictures of the fence, the pool, and many other things rather than the roof. He reported that the roof was fine. 3 roof companies and the purchasers inspector reported a need for a new roof due to storm damage.
We requested another inspector with no updates / action from them. USAA is not a company that I would recommend. They've forgotten what customer service and how to serve their customers.
Worst Customer Service EVER!!!, May, 2016
I know insurance policies can drop you for whatever reason, but I never expected that from this company. They dropped us 6 months after filing a claim, stating that we had exceeded the number of claims that were allowed. So basically, go ahead and buy a policy from them, but don't expect them to cover it! (Or if they do, expect a letter several months later stating that you no longer have insurance!) I don't know how this is legal practice. We were NEVER late on a single payment and had NO claims whatsoever for 5 years. It's just absolutely terrible business practice to drop loyal customers for using a service for which they have paid!!!! (With no warning!)
Don't know what they are doing, April, 2016
Back and forth with five different agents who don't know what they are doing, it's like they are copy and pasting from a manual. Stick to a local insurance agent that you can acutally talk to directly
This is the worst insurance company!!! DO NOT USE!, April, 2016
I have been with them for over a decade and the service has gotten TERRIBLE!! I'm closing my account and recommend that NO ONE USE THEM!! They have no care about their customers or the law
Worst Experience!, April, 2016
I have been a loyal member of USAA for years now. I pay my premium for my auto and homeowners insurance and have never had an issue until recently. I am not sure if management has changed but the company has completely changed for the worse. I had an issue with a flood in my home and it has been MISERABLE working with USAA. My claims adjuster is awful- she never calls me back despite every phone call I make. I finally spoke to someone else who informed me my File had not been touched in over a month. I also have been paying out of pocket for a hotel - USAA has taken a turn for the worse and I would not recommend this company to anyone. This has been a miserable experience for me and my family.
Only current complaint is high premium
Most Inefficient Customer Service Imaginable!, March, 2016
I have had a USAA credit card for decades, and when State Farm could no longer extend liability coverage to vacant land under my homeowner's policy, I switched to USAA Homeowners Insurance. The problem arose when I requested Certificates of Insurance for the 2 vacant lots that they verbally assured me were covered. I learned that you cannot email USAA anything. They don't accept emails ...only faxes. The second issue is that you can never call the same person you have previously spoken to and who is familair with your problem. So you have to call the main number and start over with a new person who puts you on endless hold and slowly works their way up the chain. Often my call got dumped after 15 minutes on hold! Unbelievable inefficient for both the company and the customer! So last year after maybe 8 hours on the phone and 20 different calls, they sent me the Certificate of Insurance showing the additional insured through their unfriendly web site nonsense method of communicating because they can't email it to me. So what the heck. Its only time and frustration and what better do any of us have to do with our time? But the catch is that I have to repeat this process every year when the policy renews. USAA just has a totally unfriendly and self serving customer service model that fails the customer as soon as any uncommon situation arises. The people are friendly but the system is a disaster! Much better when I just called my friendly local insurance agent ...a luxury that is rapidly becoming a thing of the past. Good Luck.
Frauds, February, 2016
I called them 2 weeks ago to make payment arrangements, and was told no problem there would be no lapse in my coverage... Until I got in an accident now my policy was inactive for non payment. Literally they are now lying to try to not pay my claim. I used to tell everyone how great they are, now I'm going to work 10x harder to get the word out against theses frauds.
Definition of less-than-professional, January, 2016
After being the victim of a USAA policy holders inability to safely operate a motor vehicle, I was "assigned" to Steven Roberts to deal with my claim. Steven Roberts would not return my calls and made me obtain a police report and forward to him. The report cited his client for failure to yield and she was issued a summons. How can you dispute an official police report? During a telephone conversation
cost, January, 2016
Price for insurance in Florida has recently gotten too expensive for USAA. I am looking for less expensive insurance when this expires.
Looking for other options, January, 2016
After many years, we are looking for other insurance options. We decided to give them another chance, but are definitely done with USAA. When you need them, they are not available. Make sure you don't get in an accident after hours, you will be on your own. We recently filed a property claim, in which USAA issued a check to the company and job was not even completed yet. Very disappointed with USAA. Definitely has gone down hill over the years.
Good company once, January, 2016
Used to be a great company, but may be getting to big and trying to do too much. Seems like my policy rates continue to climb every year
Opportunistic Parasites, December, 2015
I have never filed a claim and after two years I get a rate increase of 30% due to a speeding ticket of less than 15 over the posted limit? I am a professional driver and have over a million miles logged accident free. You think by virtue of getting nabbed by a road pirate I am 30 percent more risky? Later, scumbags. I'm not sure who's worse USAA or the highwaymen that prey on people who produce for a living. I hope you all get cancer.
Can you give less than 1 star?, December, 2015
We have been members for over 30 years and finally had a claim. We have had to spend 3 hours a day on the phone with people who were from some countries which didn't speak our language and they only gave us 1/2 the value of our car - after 3 hours a day for 6 weeks - and they "lost" our car for over a week and they only gave us 1/4 of our reimbursement for our rental car - TERRRIBLE service and very unethical - they are NOT the company they used to be when they were private,,,
Satisfied, October, 2015
We've banked with USAA over 15 years and insurance customers for the last 6 years. We are very satisfied customers. They make everything so easy and are by far the least expensive.
Content for almost 20yrs, September, 2015
Been with USAA since I was 19 & now I'm almost 39. I'm currently insuring 4 vehicles, full coverage for $245/mo. No tickets/accidents ever. I can't attest to their ability to handle a claim professionally. But They are kind, thorough and changes are implemented immediately when I call.
Their online account access is great! I can Add a car, remove a car, get just a quote to add a car, loan calculators, financial tracking it's really a great tool!
I've checked many times over the years and no other company has been able to beat their rates for auto insurance until just this year. Bit USAA never increases my policy, in fact it decreases almost every renewal! I also get a yearly dividend check they apply in December just in time for xmas. No payment in December is Great!
Their towing coverage is only for 25 miles & to the shop of your choosing. If it's over 25 miles you pay what the tow company charges per mile. When you call & have USAA arrange the tow they handle everything. I'd give towing 3 stars only because of their mileage limit. You call, they get the info & then call you back after the towing company has been called & scheduled. Took about 15 min to get a call back. Then they call back to verify the tow truck has arrived when they were due to be there. I liked that they didn't forget about me in my stranded helpless state. I've used their towing many times over the years. Always the same customer svs over the last 20 years. Never any issue.
All in all, I'm happy with USAA, but I've not ever had the chance to fully make them prove themselves by submitting a claim.
Homeowners insurance is outrageously expensive here in Fresno,CA. Double what other companies charge. Only reason we don't use them for that.
Just checking, September, 2015
I really like this company I am on disability so I am just looking to saving money
USAA doesn't write policy for this address, June, 2015
I'm requesting quotes from other insurance companies only because USAA doesn't write policies in that area.
USAA is the BEST!, May, 2015
However, they do not offer homeowners insurance for mobile homes
cost, May, 2014
excellent company but high cost
looking for fl. home ins., March, 2014
usaa no longer offers coverage in Fl.need ins.before closing date of 04/16/14 looking for the lowest cost coverage of new primary residence.
insurance cost, March, 2014
USAA has been a great company but they have priced me out of the market, They keep upping there rates and are now now unreasonable event the agent thought so, so Im shopping for a new company
USAA, March, 2014
Great rates and unbeatable customer service!
Feb 2014, February, 2014
USAA is good just getting too expensive
USAA, December, 2013
Love USAA products including insurance.
USAA review, December, 2013
I liked the customer service and the policy amount
Homeowners Policy, December, 2013
Great policy! However, not cost effective.
USAA Home Insurance, November, 2013
I have been insured by USAA for 42 years. I have always known that the coverage was more expensive than other companies, but the service has been exellent. The cost, however has been steadily rising and has gotten to the point that I am not willing to pay twice the premium of other companies for service.
Their Okay, November, 2013
Been with them about 3 years with Auto most likely will pick up Homeowners also. Their online resources are great. Although the site can be a bit tricky to navigate. Customer phone service is pretty good too. You speak to Americans instead of Hadji or Bill from Mumbai who doesn't know the difference between a Bull and a Piston.
Great Company, November, 2013
Buying a new house and I'm looking for a better rate.
Dropped after 40 Years as a Customer, October, 2013
Excellent company - no longer writing new policies in FL - for existing customer, THAT SUCKS!!!!
USAA Insurance, October, 2013
Have had USAA of one sort or another for over 49 years,with exceptional coverage and service.now USAA has priced itself out of my market.I will not pay for the name.
USAA Satisfaction, September, 2013
USAA is an excellent company,but in the past 2 years,their premiums have increased astronomically.Since th,aney started taking all ranks/grades and ALL former military,the rates have soared.
satisfaction with USAA, September, 2013
have been satisfied with USAA for nearly 50 years,but in past couple of years,rates have gone up so much we cannot afford to remain with USAA,even though I feel that they are an exceptionally good company.
Too expensive, August, 2013
I simply cannot afford to pay over $500/mo for insurance. I would love to stay with this company because I trust them and they are highly reliable but I cannot afford this
Auto vs Homeowner Coverage, July, 2013
Excellent Customer Service, Excellent Cost for Auto Coverage, but not always best value for Homeowner Coverage
USAA, July, 2013
Great company but home insurance goes up a minimum of $1000 a year...my insurance is more than mortage payment :(
USAA is cancellinig me, June, 2013
After 20 years plus they have decided they do not insure mobile/manufactured homes, and will not issue a new policy after this storm season. BOO HISS
replacement cost coverage, June, 2013
we do not need a replacement cost coverage. we would not replace-in-kind this property since we are older and would build a single story.
good service , May, 2013
seems most companies pulled out of florida
USAA Review, May, 2013
USAA is a great company with super customer wervice and they take care of business. They already insure 2 homeswith me and will not accept another. that is why I am looking for insurance for a primary residence with another company
great insurance just checking , April, 2013
looking to review wondering if there's something cheaper
USAA wants out of Florida, March, 2013
USAA has taken several measures to withdraw its homeowners coverage from the State of Florida. The customer service for homeowners has become less responsive to our needs. Auto coverage remains excellent.
Windstorm, February, 2013
5 star windstorm tran policy transferred to McNeil grp by Citizens w USAA agent.
n/a, February, 2013
past coverage, February, 2013
USAA no longer insures Florida property. Last home at 968 N. Town and River, Ft Myers, fl was insured by a USAA affiliate , ASI. USAA still carries a policy on our florida condo at Seven Lakes, Ft Myers.
New Home, January, 2013
System does not allow for people buying new homes.
Insurance with USAA, January, 2013
USAA is great but it has become too costly for me. Just this year I'm anticipating a $2000 policy increase.
reason for new insurance quotes, December, 2012
I am renting this property to someone else and USAA does not write new insurance in Florida and says they will drop my coverate currently.
I do not wish to be submitted to a four point inspection review.
USAA Review, October, 2012
I have been a USAA member for more than 30 years. I have been very satisfied with the company. Now, ASI American Stragetic Insurance is taking over and their Florida policies. I believe some really good insurance company should be able to beat the ASI quote I received.
best I've ever used, September, 2012
customer service was the best I have ever seen, ,quick response, fair people, I don't think you can do better, pricing was excellent,
USAA Homeowner's, September, 2012
Excellent service and customer care but lender now requiring Hurricane insurance and quote is quite high. Investigating other options.
Looking for a new insurer, August, 2012
USAA is a fine insurer but need to find a new one that may be cheaper and more responsive to my needs.
usaa, August, 2012
excellent coverage and service. I am not satisfied with the quote they provided for a property in illinois that I own
satisified customer, August, 2012
i have my home,RV,5 cars and motorcycle with USAA they are military connected and very pleased with the service they provide .
coverage, August, 2012
Good service good price, great for veterans, best prices on all our needs. Multi state, meets our needs, well satisfied.
Renewal of Insurance, July, 2012
been with this compny for over 50 years
do not offer property coverage in Florida, July, 2012
I'm forced to leave USAA because they do not offer property coverage in Florida.
Quote, July, 2012
USAA has provided excellent service but I feel the current home owner insurance policy is too expensive. I would like to find a more affordable policy but retain coverage.
USAA Auto/Home Insurance, April, 2012
USAA Insurance does not require out of pocket expense when a breakdown occurs. Sends aid to your location, no matter how small the aid that's required.
Great Service, April, 2012
USAA is awesome because it is for military families and veterans and they work with you on everything cause they know how stressful it can be in the military and they are awesome people.
usaa ins, April, 2012
I love this company, very cheap, great service and overall easy payments I have two vehicles on my policy and geico wanted over $140 however I pay only $60 with USA a. VERY EXCITING!
USAA is the Best, April, 2012
USAA responds to my desires in a very timely manner. I use the bank and insure my car, house, and everything else I own. Not only are their premiums the lowest, I receive two rebates yearly.
Service, April, 2012
We love Usaa they treat Vets they way they should be treated and at prices they can afford. The service is remarkable as well.
satisfied veteran, March, 2012
Very happy with USAA for a lot of my services. also do my banking with them. Will probably stay with them for a long time.
Customer satisfaction, March, 2012
I have been with USAA for forty years and they have alway been punctual and polite. I would not switch
The best!, March, 2012
I wish others were so fortunate to be offered this coverage. My whole family have coverage with usaa and the customer service is outstanding.
Fairness, March, 2012
USAA is the most cost effective coverage for me auto and home, none of the other companies compare with their rates.