UPDATED 7/29/08: USAA assigned a new agent to my claim and he has gone above and beyond on everything! Read more about it here: USAA Isn't so bad after all.
Our Mini was hit by a USAA customer June 6th. Our car finally got in to a body shop on July 7th. There was a 3 week delay in getting USAA to accept liablility because they couldn't get in touch with their client. No big deal, that's understandble. What is a big deal is that the claims agent, Shawnta, would not return phone calls. Multiple calls to this USAA claims employee would go unanswered. Then when it went time to line up the rental car our wonderful USAA insurance claims person called and schedule the rental at the WRONG Enterprise location. Luckily my wife and I are anal and called to confirm things ahead of time and found about it before we went to pick up the car.
It gets better though..... the first day that my car is in the shop they find damage that was not visible before tearing the car down. That is normal and I expected it. What I didnt expect was that voice mails and faxes to several people at USAA starting on 7/7 have still not been answered and it is now July 10th!!!
Both I and the body shop have left voice mails and sent faxes to two claims adjusters AND a claims supervisor and no one will return phone calls. So here it is almost four days and the MINI Cooper sits in a bay at Phillips while we drive a $20 a day rental on USAA's dime all because a few slack ass good for nothing people are too good to return messages.
USAA SUCKS!!!!! The USAA credit card is getting closed, no more considering moving our investments to them, or our banking either. If they cant handle a simple insurance claim I am surely not giving them nor relying on them to do anything else right!!!
Again USAA SUCKS in case you didnt catch it the first couple of times!!!!!
Our Mini was hit by a USAA customer June 6th. Our car finally got in to a body shop on July 7th. There was a 3 week delay in getting USAA to accept liablility because they couldn't get in touch with their client. No big deal, that's understandble. What is a big deal is that the claims agent, Shawnta, would not return phone calls. Multiple calls to this USAA claims employee would go unanswered. Then when it went time to line up the rental car our wonderful USAA insurance claims person called and schedule the rental at the WRONG Enterprise location. Luckily my wife and I are anal and called to confirm things ahead of time and found about it before we went to pick up the car.
It gets better though..... the first day that my car is in the shop they find damage that was not visible before tearing the car down. That is normal and I expected it. What I didnt expect was that voice mails and faxes to several people at USAA starting on 7/7 have still not been answered and it is now July 10th!!!
Both I and the body shop have left voice mails and sent faxes to two claims adjusters AND a claims supervisor and no one will return phone calls. So here it is almost four days and the MINI Cooper sits in a bay at Phillips while we drive a $20 a day rental on USAA's dime all because a few slack ass good for nothing people are too good to return messages.
USAA SUCKS!!!!! The USAA credit card is getting closed, no more considering moving our investments to them, or our banking either. If they cant handle a simple insurance claim I am surely not giving them nor relying on them to do anything else right!!!
Again USAA SUCKS in case you didnt catch it the first couple of times!!!!!
Glad that you had a positive USAA story. After 32 years I switched to USAA and have regretted it ever since. I won't say that their customer service is bad, just nonexistent. Simple questions seem to baffle them, and the hard ones (like how do I know when the next bill is coming and how much will it be) have gone without answer. I do dot have a warm fuzzy feeling if, God forbid, I should ever actually have a claim.
That's funny because I have been with USAA for 5 years and have never had a problem. My claim was smooth and I was happy to know that my car, house, and personal property is protected by one of the best companies. Good luck with other companies.
Not so much with me. I've got an underslab leak from a water line, the claim was placed Jul 11, and they were quick to get an adjustor here, and submit the claim. The problem began when they called me to tell me that my funds were available for me in my account. $2144. minus my deductable was supposed to pay for the plumber, replace my carpet (1900 sqft), my kitchen floor (tile), and my floor in the laundry room.
Then my plumber calls the sub contracted adjustor that came down the first time, and he had closed the claim assuming that all was well. Now no additional work can be authorized, and the plumber can't continue working on my house. Meanwhile, my wife and two young kids are living in a motel. What kind of incompetency are we dealing with? I thought the military was bad, then these people are like dealing with a 3 yr old! This is what I'm looking for when I retire, God give me strength!
I will also throw my HORRIBLE USAA experience out there! Last summer my Expedition caught fire in my driveway. I had just come home from teh hospital where my younger sister was having a baby. I was home alone. Around midnight my brother in law comes home from work and parks his saturn next to the truck. Around 130am my neighbor pounds on my door and tells me my truck is on fire, she had already called the fire department and it was fully engulfed by the time we made it out to see what was going on. Just before the fire department arrived, the gas tank caught and blew parts sky high.
IMMEDIATELY after the fire dept had left, I called USAA and filed a claim. I didn't want to touch anything and be accused of tampering or anything so i left everything as it was. Parts all over my driveway, everything was black, all the vinyl siding on my house was melted, the entire drivers side of my brother in laws car had melted off (plastic saturn). A few days went by and I called USAA to find out when they were going to send an adjuster out to look at all the damage and clean up all the debris. I was told within a couple days. At the 1 week mark I call... same answer.... another week.... Finally I asked if I could at least clean up the debris because my 2yr old had to touch it everytime she went outside, and your shoes would be black just from walking in the grass. They said to go ahead and pick up the debris, and a truck would be out to get the vehicle soon. At the 1 month mark I was furious!!! I called and told them they better get the truck out of my driveway or I was taking it to scrap myself, it was a danger to anything that could get near it. My cats were black, dog tracking black prints all through my house. FINALLY at 1 month and 3 days, they came and picked it up. It wasn't until the end of the 2nd month that I got paid for my loss so I could replace the vehicle. Rental reimbursement only lasts 30 days. NOTHING got done until I started nagging them daily! Then came the siding. I let USAA handle that and just hire a contractor and pay them directly. They hired a contractor 100 miles from my house. So it took a month to get a quote, another to find the right siding, and another to finally get the work done... AND THEY LEFT 4" NAILS IN MY GRAVEL DRIVEWAY!!!!!!!
We sustained about 325k damage from hurricane Wilma in 10/05. USAA estimated damage at 128k, arbitration got an additional 50k. They took 16 months to deliver first payment. We had to obtain additional money to complete our house which has now led to bankruptcy. Thanks USAA
Ditto everyone on USAA sucks, after years of inept service I'm packing it up and closing my accounts. A couple of years ago I was in a battle over canceling my contract with a greedy mobile phone company (Verizon I believe). I 'd left the country and was in the process of canceling the contract, and the phone company was continuing to bill me. I instructed USAA to stop payment on my credit card however the idiot clerk wrote back that I was "perjuring myself" and refused to stop payment. I wrote back explaining I was in a dispute over a bill that had nothing to do with taking an oath in court. Since that time even the simplest email questions, such as updating my overseas address, come back with unhelpful canned responses. Mortgage service is a nightmare as well, don't bother. seems no one there knows what the heck is going on.
I just had a bad experience with USAA. I just got off from my parents car insurance and got my own from USAA. I got the payments lowered from $115 to what I thought she said over the phone $51. Anyways, I chose it to be taken from my bank account. So, I put what I thought was a little over for the payment into my savings ($54). About a week later I get mail from USAA saying that I had insufficient funds in my account and also saying my payments are $61.70. What the woman told me over the phone I could have mistaken her saying 61 not 51 but, I know there wasn't anything about .70 in it. So, I go to the bank and check my account and they say I have only 4.90 in my account. I looked at a statement and it said they tried twice taking out the amount causing the bank (First Advantage) to penalize me $25 twice. I was lucky enough to have the money in there to be penalized twice (sarcasm). I thought it would be nice to be penalized $6.70 to pay the payment and then me having to pay the bank back. But, nope $50 and I still have to pay the payment I missed at the same time I pay for next months. All from a simple mistake. What I'm getting at is that I wish everything wasn't so automated in companies we pay. There is no human on the other side looking at the history of a persons payments and coming to the conclusion that there must have been some kind of mistake or miscommunication. This is a small problem that I will fix. I am not married and have no kids and I'm staying with my parents and work two jobs with little amount of bills. But, I can see something like this can be a big problem for people who work hard and are living off of paycheck to paycheck to support their family or even trying to get out of debt. It all adds up. I could have been contacted by USAA or my bank telling me the problem before I get penalized. Especially when I make all my other payments on time. But, like I said everything is all just automated. We are just an account number to the bank in which trust to hold our money and keep it safe. We are an account number by insurance companies that we trust to help us in time of need. I mean that's what we do make monthly payments for. But, they got us on a chain. They have more power over us than we do over them. Because if we don't have it we would be charged in Virginia a class 3 misdemeanor which means a fine of up to $500 and not being able to pay that lead to higher fees and jail time.
I have been a USAA customer for over twenty years and service as declined over the years. I pay significant premiums but the representatives dont seem to be doing their job.
example 1,
Accident caused by bicyclist stopping in middle of roadway. I had photos of bicyclist and police report had her contact info yet USAA found it easier not to persue her or even get a statement confirming that she was not at a crosswalk.
example 2. my car was totalled yet usaa sat on it for almost a year not knowing that all they had to do was call navy federal credit union to get the title.
example 3. USAA said their computers were violated and gave me a new credit card number yet automatic payments to the old card were still being deducted from my Navy Federal credit union account and place in the dead cards file...only to be mailed back to me in the form of a check 6 months later! The new card number had its limit decreased and interest charges posted. USAA does not keep up with its automated processes.
I dont seem to have this problem with my American Express Platinum card?
Upper level management does not seem to know what is happening to the rest of the company.
I wonder if upper level managment is smart enough to google USAA Sucks and read about complaints about the company?