USAA
Reviews and Complaints

I have been a faithful USAA member for approximately 37 years. I began my journey with USAA early as an Ensign in the Navy. My wife and I have always felt a level of comfort knowing we were in good hands as well as being part of a bigger military community that takes care of its own. I recently have been involved in two at-fault accidents, one in 2021, which resulted in no injury claims, then again in January of this year, which resulted in injury claims from the other party involved.

I received a phone call as well as a letter of notification advising me of the cancellation of my policy. In two separate calls it was explained that based on my two at-fault accidents within two years and correlating statistical data, my odds of having another incident are much greater. It is difficult to wrap my head around the reality that I am facing cancellation based on statistical data (future likelihood and not based upon a factual event). I understood that I was only given one accident forgiveness event, but my wife and I truly thought that we would just face higher insurance rates going forward due to the accident this past January versus a cancellation. Remarkably, the option of a higher rate was not even discussed nor explored as a result of my last incident.

For approximately two years I have been 100% disabled, both with the Veterans Administration as well as Social Security. My income capability is now very limited. I was deeply saddened that after three-plus decades of loyalty as a customer I have been deemed unfit for car insurance coverage with USAA.

I believe the aspect of the entire process that is so disappointing, was feeling as though I am not valued as a veteran who proudly served our country and now living in the reality of being disabled. I always assumed that USAA would be the one military-connected organization that truly serves military members and their families.

I have provided his SS#, date of birth and full name. I also have his miliary record. I have talked to several agents who stated he cant find anything on my dad.

This is very disturbing that his records dont come up, for he was drafted in 1945 and never had USAA insurance.

I would like to have someone look into this and allow me to have both auto and home insurance.

My name: Maureen Piccirillo - [protected]@yahoo.com 714/757-9661

Today is 25 July 23. On 4 Jun 23 I was involved in an accident with a deer in MI. My vehicle was determined to be a total loss and I have been trying to get resolution on my claim ever since!

I am now on my third set of adjustors/managers and none of the will call me back or explain why my claim has not been settled!

My current manager is "Josh" at extension 56080. I have left him multiple messages requesting a call back with no success. He OOO message states that he'll call back with one business day. Who monitors that?

The claims center online is useless - your employees refuse to use it. Messages posted on it go unanswered.

How do I get a leader to contact me? My USAA number is is 204 79 74 and I can be reached at [protected].

I have been with USAA for 41 years. Each year the service and support decreases in quality. It has now come to the point where USAA in no different that any other provider. I go on limb and state that USAA is at the bottom the list as large group providers.

Each of its services has been degraded with the oversight of the current CEO. I give USAA two star and veterans deserve better!

I have been with USAA for over 20 years; the last 10 or so they have truly been a disaster. When I joined, USAA didn’t need commercials, word of mouth was enough and the customer service was unequaled! Today, good luck…I have had to call at 4 times in the last 3 months on their credit card and today it costs me a low fare airline ticket for a quick getaway vacation; so much for taking care of the military. The customer service team transferred me to 3 different representatives, each one even more untrained and more concerned with whether my profile was updated. The last one mysteriously disconnected after I asked for the 10th time to talk with a manager. It would be nice if the app or website allowed you to email the company, but they make it as difficult as possible to provide written complaints even though they message the customer at will. I was already shifting more assets away from you USAA, today was the final straw to shift faster. The leadership, some unfortunately are prior military putting profit over their reputation, has run this company into the ground.

I am Myra Warford I have been with USAA for 30 years and I have never receive such bad service. I have been trying to get set-up doing transfer from my saving account to my home checking account which is a Credit Union. I have trying since September 2022.

I have tried by phone and by paperwork.

Usaa sends the paperwork back with saying we can not open this account. no reason. I have done paperwork 5 times. And I have called.

The question I have is why it can not be set up?

Visa Credit Card has no problem from USAA debiting my checking account to pay my Visa account. My Auto Insurance comes out of the checking account also.

I have been trying unsuccessfully since early June to speak with SOMEONE IN AUTHORTY, about an issue with my insurance. I have had several phone conversations in which I was just passed from department to department, and I even sent a letter to customer relations at your home office address (copy attached). This issue is getting out of hand and before I take any other steps I would like to SPEAK WITH SOMEONE WITH AUTHORTY EITHER BY PHONE OR IN WRITING.

Thank You,

John Carr

Phone: [protected]

Email: [protected]@aol.com

Address: 279 Frances Street, Pleasant Valley, WV 26554

I was in an accident with a USAA member JULY 15th, I have a 2022 Chevy Blazer, the damage that was done was a dent on the back passenger door and the 4 airbags from the roof that popped out. It was acknowledged they were at fault. Katie was the adjustor signed to my case. She never answers the phone, emails, and when she did she had no information. Katie called June 19th and said the vehicle is totaled. They determined this based of pictures, nobody physically saw the vehicle, again the only damage to the car is a minor one on the passenger door. We called katie June 20th, no answer for an entire week also her manger when you called her voicemail stated she was out of town. I called and spoke with Clifton (one of the adjustor managers) June 22nd he stated the process was done wrong and he will extend the rental until this is resolved. I called June 26th and he stated it was more complicated than he thought he will call and let me know when he gets an answer. July 5th I call to speak with clifton but I am unable to get a hold so I left a message as of today July 17th I have not spoken with Clifton again.

I need to access my online account. My OLD EMAIL was [protected]@yahoo.com and my new emails are [protected]@yahoo.com and [protected]@gmail.com JIM ALAN LEWELLEN account 148 22 25 since 1989.I am 75 years old and retired in the Philippines since 2012.When I try to access my account USAA sends me a code to my old email address. It was deleted.I forgot to change it online before I deleted it.I have tried to call USA on my landline all times of day and night.It doesnt work.I have skype if you need to verify my identity. My skype user name is Jimmy Lewis and I think I have my old email on skype([protected]@yahoo.com)

My father has dementia and I’m trying to get him medical care. Usaa auto shows up on his medical records as his primary medical insurance. My father was in a wreck in 2014 and was evidently receiving payments from it but he doesn’t remember receiving payments and it was a no fault accident. My father remembers his password and pin but is unable to get access to his account because he doesn’t have access to his old phone number and email address, he doesn’t remember his old email address, dementia. He’s not even trying to access his account but simply needs usaa to fax a letter to Medicare saying he’s not receiving payments from the accident that happened 9 1/2 years ago. Usaa auto is listed as his primary medical insurance! We have fourteen days to get this changed before he’s kicked out of the facility he’s in and has no where to go. What a way to treat a veteran!

I filed a claim on May 29, 2023 for my car with USAA after my wife hit a deer. After USAA decided the car was totaled I elected to keep the car, take a lesser paypout, and repair it myself. The car would have to also be retitled as a salvage. IAA release approval for payment on June 19th after I submitted the title and power of attorney to them. Since then I have repaired the car but cannot use it since USAA has not sent me the title, and they have not paid me as of today, July 13, 2023.

After repeated attempts to reach my claims administrator I got a voice message saying that the payment was kicked back to her and she was resubmitting it and it would be overnighted. That message was on Monday, 7/10/23, but I have not yet received the payment (7/13/23).

I have tried mulitple times to contact my claims administrator and her department head by phone and messages through the USAA website regarding this and have not gotten a return call even though they say in their recorded message that they will get back to the caller within 24 hours.

USAA used to be a reputable company I've heard, no longer. They are not accredited by the BBB and I can see why. I have heard from people that used to be insured by them and I understand since they have been bought out the satisfaction level has dropped dramatically, I have been in by an insured of theirs. A responsible lady that took responsivity both verbally and also in writing. She had to as she hit my parked car in the street in front of myself and other witnesses. I got a detailed estimate from a convenient repair shop that is well known locally I also took pictures right away that I intended to send the USAA were they interested? No they were not INSTEAD asking me for MY information. Excuse me but a car that is hit parked in the street is NOT my insurance companies problem. Also they do not want my bid from the reputable repair shop in fact they do not even want to look at it, they will have their OWN adjuster look at it, I can only believe they are trying to get out of paying what it will cost it restore it. I am including photos of the damage & Repair Bill which seems quite reasonable for the amount of damage to my car. Judge for yourself then run away from this unscrupulous company. Over 3100 BBB Complaints.

All of a sudden, I am not able to Increase my Card limit for ATM withdrawals. Looks as if my daily min/max Card limit is locked at $610. I have called customer service several times over the past week, in which they do not know why it cannot be increased. I need someone's immediate assistance in this matter. Thank You!

Michael J. Artis

SGM/US Army Retired

[protected]

I have been waiting over a month for USAA to get ahold of me after I was involved in a MVA with one of your customers on June 7th 2023 at 1430 He was sited for failure to yield. I have called for my claims adjuster Nikera since June 9 2023. I was told by here Voice mail that if she didn't get ahold of me to contact her Supervisor, I contacted them and again no response. I have called almost daily and as many messages that I have left you would think by now someone would of given a call back. My car needs repairs and this company isn't due what is needed . My wife has missed several days work and I lost my job due to my SUV being seriously damaged. This is after almost 3,000 dollars was put into it. I would hope that this message would be taken seriously and someone would contact me .[protected]@gmail.com

I am writing to lodge a formal complaint regarding the unsatisfactory handling of my car theft claim by USAA and claims adjustor Belicia Adams. The level of negligence, miscommunication, and multiple errors throughout the claims process has caused significant inconvenience and financial burden on my part.

On January 25th, 2023, my vehicle was stolen, and since then, I have faced numerous challenges and frustrations in dealing with your claims department. First and foremost, the initial claims adjustor assigned to my case failed to reach out to me after the incident, leaving me uninformed and uncertain about the progress of my claim.

As a result, I was unable to secure a rental vehicle from Enterprise due to the lack of information regarding the estimated completion date of my car's repairs. When I proactively reached out to USAA and spoke to another adjustor, I was informed that I could rent from a 3rd party company and receive rental reimbursements. Subsequently, I rented vehicles for extended periods and followed the prescribed process of submitting rental receipts via email and confirming receipt telephonically.

Throughout this period, I encountered a revolving door of different adjustors, each providing inconsistent information about the reimbursement limits and processes. While one adjustor informed me of a daily reimbursement cap of $29, another adjustor contradicted this statement. These inconsistent and contradictory instructions further complicated an already frustrating situation.

In May, when I finally reconnected with my original adjustor, she abruptly informed me that I would no longer be reimbursed due to an alleged overpayment. I strongly disputed this assertion, as I firmly believed that any overpayment was a direct result of errors made by USAA and the various adjustors I had interacted with over the course of the past four months.

To compound matters, my adjustor informed me that a check I had received, which I believed was for rental reimbursement, was, in fact, intended for car damages. This revelation required me to pay an additional $3,500 ($1,000 deductible + erroneous checks totaling $801, $768, and $942). While I acknowledged the $801 payment and agreed to pay it alongside my deductible, I asserted that the other two amounts were indeed errors. Despite my efforts to rectify the situation, the adjustor could only confirm the error in the $768 payment and insisted that I pay the $942, with a promise of reimbursement if it was found to be an error.

Furthermore, despite my request for the notes and records kept by the various adjustors involved in my case, I never received the requested documentation, hindering my ability to effectively monitor and address any discrepancies that may have arisen.

When my car was finally ready for pickup on May 20th, I promptly notified USAA after the body shop's unsuccessful attempts to reach adjustor Belicia. However, she did not process the payment until 10 days later, causing unnecessary delays in retrieving my vehicle. To exacerbate the situation, when the payment was finally sent, it was erroneously directed to the wrong body shop. It took an additional six days for my adjustor to respond to the body shop's request for a screenshot to demonstrate that the corrected payment had been issued. This delayed the final payment to the body shop by an additional 4-5 weeks, with the funds being received only on July 6th.

During the period from June 2nd to June 9th, I rented a final vehicle for commuting purposes and submitted the respective receipts for reimbursement. Unfortunately, Belicia once again erred in processing the payment and only reimbursed me for half of the amount owed. When I promptly alerted her about the error, she informed me that she could not proceed with the reimbursement until the body shop received the final payment. However, I have since confirmed that the body shop received the payment on July 7th, and yet, Belicia has now informed me that reimbursement will not be possible, offering only an apology for the inconvenience caused.

The cumulative impact of these numerous errors, inconsistent instructions, delays, and the subsequent refusal to reimburse me in full has not only caused substantial financial burden but has also generated immense frustration and disappointment. As a loyal customer, I expected a level of service that adhered to industry standards and demonstrated respect for my rights as an insured policyholder.

I trust that you will address this complaint promptly and provide a satisfactory resolution to restore my faith in your company's commitment to customer satisfaction. Failure to adequately address my concerns within a reasonable time frame will leave me no choice but to escalate this matter to relevant regulatory bodies and consumer advocacy organizations.

Thank you for your immediate attention to this matter.

My home has some water damage and my claim was handled by Vanessa and I am unable to reach her because all of my emails have been deleted by someone because the message is that she is unavailible for an unknown period of time so the message is to talk tp Pierce and i have been given NO extension number to reach him1 i fianally talked to a representative and gave him my pin number but he could not acces the account and was to send me over to policy representtive but no answer from them1 im at my wits end with this whole process and i need to have someone to call me Thanks

My name is Henry Ngoko and former service member and a loyal member USAA service of over ten years. At some point in everyone's life will experience some unforeseen circumstances. And such is the case with me right now as USAA has cancelled my auto and life insurances I have had all those years.

Early this year my mother -in-law had an accident in Africa that led to complications with one of her eyes. As a loving husband I could not sit and look at my wife handle all of it. So I decided to risk everything so as to save my wife's mother which led me into accumulating some debt that I am trying to pay off. I stopped paying my premium for those services because I was trying to save my mother-in-law and now I am back to work, USAA won't let me maintain my previous auto and life insurance. I have no criminal history, no violations in my ten years of driving. I am also thinking of adding my family to my policy, they refuse to give me my previous policy. So I just decided to seek help from from whosever has the authority to help me regain my previous policy.

On May 12th at approximately 4 am in the morning. A lightning bolt struck the ground near the driveway of our home. The strike damaged every electrical outlet in our living room and garage. Totally destroying the inner workings. It also fried the cable box, router, Playstation 4, and 2 televisions. The strike also did similar damage to the neighbors on either side of us.

The biggest casualty was my 2015 GMC Sierra 1500. Which has

conservatively sustained approximately 10000.00 worth of damage as a result of at least 5 modules being damaged.

The place where the lightning struck the ground was approximately 8 feet from where my truck was parked.

USAA has decided that a total failure of all the electrical systems in our truck could not have happened as a result of a lightning strike and has denied our claim.

They dispatched a 3rd party adjuster from a f rated company according to the BBB to inspect the vehicle and despite the input from the service department that has cared for my truck since I purchased it , said that lightning did not strike the truck; which again was never something we alleged. We have a picture of the ground where the lightning struck and it can be clearly seen that the lightning traveled across the ground and under the vehicle.

USAA has changed their story almost every time we talked to them about this issue. We were assured that this would go smoothly and all we had to do was pay our deductible.

They have lied to us. Left us hanging our to dry for well over a month and just today added insult to injury by sending a biased adjuster to look at our vehicle and infer we being fraudulent because our vehicle has very low mileage.

Not taking into consideration that my wife works from home and I am an over the road truck driver who is rarely home and in no mood to drive when I am.

We have very little recourse as far as I can see but am considering a civil suit of nothing can be sensibly resolved.

You cancelled my auto policy for non-payment when I was in hospital recovering from stroke. Called and one said must pay year in full, two others said if I had called from hospital you would have worked with me. I called on day of accident and by insurance regulations completed the contract which you didnt complete until 1 day later and you are denying my claim. I am a vietnam veteran by time served and 74 years old 11 miles from town/ groceries with no car. Rest assured I will be making noise to all online areas for al to read how you treated me and how would I know to have called. This claimloss will not affect usaa but is starving a veteran,

USAA went from an A rating to an F rating with the Better Business Bureau in less than a year. They have lost their accreditation entirely over the last few months. I now know why.

My entire experience with USAA went downhill about a year ago. I had to file a claim for the first time in over twenty years, and USAA gave me a representative that tries to quote a State Farm policy to dissuade me from continuing the claim. After being caught, he exploded on social media leaving behind PII. USAA handled that, but people rarely get that bad without being noticed.

That suspicion was confirmed when a minor request was met with a wall of animosity. They could have handled the issue, but were pointlessly acrimonious and acted as if a standard banking service would only be done as a favor. We found an alternate arrangement.

In January, one of our long standing transfers was canceled without warning or notice. Attempts to restart the transfer went wild. Frustrated, we contacted USAA only to be met with a wall of animosity. Help in fixing a broken service is apparently solved by attacking customers and saying we canceled transfer we didn’t and started transfer we didn’t. It’s insane. They appear to be going out of their way to pick a fight rather than fix a transfer.

To say USAA’s response has been spastic would be an understatement. Attempts to escalate were met with banal excuses, frequently not even germane to the issue. It doesn’t even appear that USAA reads correspondence or listens to voicemails. USAA kept pretending to call, and when you cat answer because you are in a meeting, they kept closing out the issue. When you do answer the phone, they refuse to speak.

USAA had the audacity to charge interest and fees while scapegoating and aiming us, all without ever explaining what was going on with the transfers.

We finally had to sue them in small claims court, and their member advocates are still calling us and hanging up and mailing is banal responses. Even better? The transfers are dorking up again.

USAA has turned into an unpiloted clown car.

We are done. After an entire career spent with USAA, this series of events has convinced us that USAA has lost the ability to function as a bank. How any business thinks customer service involves deliberately picking fights with customers is mind boggling.