USAA auto insurance

I have been a USAA member for 20 years.
I recently was injured in an automobile accident; not my fault.
I was assigned an adjuster. She has consistently misled me.
I asked for another adjuster and was advised that that was
not possible.
In the middle of my treatment USAA/​AutoBodySolutions, apparently
a division of USAA, abruptly rejected the bills from my physical
therapist after the services were rendered.
I was told that USAA/​AutoBodySolutions had to audit my case.
My physical therapist has every right to bill me for services she
rendered in good faith and I recieved in good faith based on the
fact that USAA was covering my treatment.
My choice was either to pay out of pocket for her services,
past and current, or stop treatment.
I had to stop treatment.
My treatment has been interrupted for over 6 weeks, and my
injuries are exacerbating.
I discussed this extensively with my adjuster, and begged her
to facilitate the audit/​review. My MD and physical therapist complied
with the duplicate, multiple, misleading requests for information
provided to USAA/​AutoBodySolutions multiple times making it
clear that I needed to continue to be treated for my injuries.
The adjuster said she would facilitate it but it would do no good,
they process audits/​requests for reviews at their own pace.
I will escalate this to the Insurance Commissioner, as I have heard
from my physical therapist that other therapists/​doctors have had
exactly the same thing happen to them.
Payment for treatment is abruptly halted mid-​treatment, leaving the
patient/​insured responsible for past and current treatment, if they
can afford it.
After months of complying with multiple requests for «information»
USAA basically turns them all down anyway.
It is a futile exercise; a transparent one designed, of course, to
give them some justification for not paying the claims.
Sadly, USAA was a proud carrier of Military Families. I was in a
Military Family and trusted them.
BE WARNED!!!
USAA will happily collect premiums.
If you are unfortunate enough to actually file a claim, watch out.
They will likely pretend to honor it, and then reject your claim
based on a tsunami of snail mailed notices requiring the
insured to quit her day job to process the pounds of unnecessary
and repetitive rejections, EOB’s, requests for information provided
multiple times, and, did I mention, rejections.
It is clear and transparent the why of their strategy.
I will pursue this matter looking to external agencies that may
protect me from the egregious harm experienced thus far
due to these despicable practices.
DO NOT TRUST USAA. They have changed. They are united in
a collective effort not to protect or care for you in any way.
And, because they count on the poor injured insured not to have the
energy, intelligence or stamina to «fight them» while trying to recover
from injuries, they win.
TAKE YOUR BUSINESS ELSEWHERE!
I will update this report as soon as I receive the latest rejection. In good
faith I am posting this now. If I’m able to help even one consumer avoid
what I have been forced to endure, it’s my responsibility.
REV. MARSHA M.

USAA does not take care of it veterans I live in El Paso TX, anyone who knows about El Paso knows we have dust storms. I put in a claim and the the first adjuster could not see the damage. I asked for another adjuster and had taken my car to a shop so they could point out the damage the adjuster would not look at the vehicle because he said that it was already inspected. I told USAA what happened and they agreed to have the vehicle looked at this time they see the damage. I was then told that either the shop had done damage to my vehicle or that I had done damage to my own vehicle. I have never been so insulted but to add more insult USAA then tells me that my insurance will be cancelled and that I would be reported to the insurance bureau for fraud. I served my country for 14 years in the Army as a scout and this is the thanks I get. I hope all veterans read this and blacklist USAA for the way they treat its veterans

My vehicle was struck by a USAA member on March 10, 2016. My vehicle was deemed totaled by USAA and I do not dispute that. As of today, June 7, 2016 USAA is still refusing to re-​imburse me correctly. Their vehicle valuation by CCC One is not accurate and is unacceptable. We disagree by only a few hundred on this valuation. They will not cover my «loss of use» correctly either. They will only cover for 3 weeks. Totally unacceptable.
I’ve escalated to the Executive Level but they’re not budging. With my concessions we are only about $ 450.00 apart. Ridiculous.
I have been a member of USAA since 1969 but I am currently moving all insurance and banking to other companies.
I highly recommend that you look elsewhere if comtemplating USAA.

I have been with USAA for 28 years but I just took $ 7000/​year worth of auto, home, and umbrella insurance away from USAA and gave the business to AAA. After no homeowners claims and a few not-​at-​fault accidents and one single car at-​fault accident (son ~10K damages) USAA dropped my umbrella policy. AAA was more than happy to take the business.

Horrific claims experience. They let the claim set for 6 days and blamed it on a subsidiary company that handles business for them when business is strained.
CAUTION!

We’ve been with this company for over 30 years. They just cancelled our homeowners policy and told us they weren’t writing any more policies in our area due to sinkholes. Our area doesn’t have sinkholes.

All insurance companies seem great until you need to file a claim.
That is the time when apparently the true colorist shine, and most of them suck.
USAA is no different.
In over 25 years of «membership» my 2 claims have been absolute disasters as regards customer service. And a s for their «preferred» partners like Safelite Auto Glass, well don’t even get me started…
The service sucks, and no one can ever answer the phone.

If 0 stars were an option I’d pick that.
I had an absolutely horrible experience with USAA but I decided to check up on my old insurance company that I had for over 10 years to see what people had to say after leaving my bad review for Geico (1.5 star average rating with 94 reviews) and I can’t say I’m surprised USAA auto insurance also averages 1.5 stars)
I guess I need to keep looking for at least 3 stars… three, that’s average, that’s a C not even a C+, how bad is that state of things that I’m shooting for 3 stars, something required by law.
I’m almost too afraid to check the ratings on health insurance companies.

Last note: The adjusters and also their lawyers are really not to bright as we settled for 10 times the original offer?, can you imagine, after getting a lawyer myself, they could have have saved 50% of the claim by offering a reasonable amount for the injury? in the begging to delay this and pay 10 times shows just how poor the adjusters and lawyers are for USSA !!! PS I BEAT YOU USSA
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A year ago I told USAA I need to pay month-​to-​month. After agreeing to that, they charged a lump sum. I told them my rent check was going to bounce and I needed them to withdraw the monthly amount. After being on the phone for three days, the issue was supposed to be resolved. However, a few months later I discovered they had not begun charging me. I found out today that there was a clerical error they had not resolved that day. Consequently, on multiple occasions I have spoken to them on the phone after finding out that, despite them recording my authorization, they have not been collecting payment and canceled my policy. I have had to pay larger sums to cover the balance and start new policies, each time renewing that I need a monthly auto-​pay to which they agree and have recorded my authorization. Today I spent an hour and half on the phone addressing this issue. One of their representatives was so rude he told me he didn’t know why I continued to do business with them, as if to suggest that I were lying otherwise I wouldn’t still be a customer. He said I could no longer pay month-​to-​month because of what had gone wrong despite the fact that it had gone wrong on their end. I told him I wanted to speak to a manager and he wouldn’t let me. When he cut me off while I was speaking, I said «You don’t sound very interested to speak to me» to which he said «I’ve heard all you have to say.» I said, «Then give me to a manager, I already told you that’s what I want.» At that point, he didn’t say anything but left me on a silent hold for twenty minutes until the phone system sent me back to the initial service line that had answered. After an hour and half, it was made clear that USAA acknowledged there was a clerical error but would not fix it and allow me to successfully pay month-​to-​month, requiring I pay a lump sum and that I pay an extra two hundred dollars a month. The rep asked me if I wanted a manager to call and I said there was no point, they clearly didn’t want my business. Then a manager called and asked me what I wanted from him. I told him I had told her I did NOT want a call because I no longer believed they wanted me as a customer despite the fact I have been with them for 17 years. He said that was right and that they had no intention of changing their positions… which was really an extra slap in the face because I had already stated I did not want a call. It was an added insult. Now I have to find a new provider and their inability to execute autopay has hurt my credit and make finding a new provider challenging.
I have spent hours on the phone with them since last June. They can resume my service and clear the debt of $ 128 that they would have collected and we so authorized to collect if they ran their business competently. The manager who called me can apologize for making time only to insult me and the representative to was so rude to me can be terminated.
I have worked with them for a year to resolve this. I have been patient with them for a year. I have been a customer for as long as I could drive. This has been an abhorrent miscarriage of customer service.
If I could give no stars, I would. I feel betrayed after being their customer for so many, many years.

I have been a loyal customer since I was 15, I’m now 56 and I’m not happy. They presently insure two cars plus two homes we own, a rider for higher value items in the home, plus a fairly large life insurance policy. There’s one problem with not having an agent I can visit (they are an online company). We were involved in an accident recently, other drivers fault, other driver admitted fault. The dialogue from them regarding accident and claim was chaotic at best. They attempted to close our claim and tell us «just call the others insurance company» I tell them «No, I want you involved to insure others insurance company treats us correctly. We go to USAA «preferred shop» for an estimate, $ 850 but shop kept repeating over and over «it’s probably going to cost twice as much once we pull skin off bumper and inspect.» Interestingly the $ 850 is less than our deductible. The damage was to our beautiful INFINITY Q35, X and I’m just not getting good vibes from this shop so I take vehicle to another shop we had used before that I knew did quality work with factory parts. They give me an estimate of $ 1,750, factory parts. I have them send that to USAA. A week later I call USAA and ask what’s up and they reply they are still «evaluating estimate»?! A week? USAA finally contacts is and says, «it’s cleared, go get your vehicle fixed at second shop that you chose.» We get vehicle fixed and on pickup day we get a bill for $ 850 and told by body shop the insurance company, USAA, insisted they use after market parts! Once I unscrewed myself from the ceiling I let the body shop know they should have told us and the body shop says our insurance company should have told us about the change and of course USAA claims body shop should have told us!!! I understand USAA uses aftermarket parts, I understand other insured does not. I feel as if USAA totally messed up communication between us and the body shop. As soon as body shop was strong armed into a different estimate and less desirable after market parts by USAA, USAA should have contacted us or insured new estimate was sent to us. WE FEEL BETRAYED AND ANGRY. Insurance companies are suppose to run interference with body shops to save money if possible, I get it. But they are also suppose to aid and facilitate effective communication between their insured and body shops which they failed miserably. AND JUST TO GIVE YOU A REVIEW, my wife waits online for 30 minutes, yes, half an hour! To cancel our auto policy and switch to Geico for $ 241 less every six months! SAME EXACT COVERAGE!

I have been a a USAA auto insurance member for 12 years. I decided not to use a USAA preferred shop because I felt that the shop undercut the repair job. I dropped off my car a the shop of my preference, under USAA approval, thinking that my repair was going to be completed. When I arrived to pick up my car, my repair had changed. USAA had coordinated with the shop to have a different repair done. After market parts were placed my vehicle and now I was responsible for my deductible. Mind you, I did not know about this until I showed up to pick up my car. The accident was the other parties fault and took place October 23. When I went to pick up my car 7 Dec I was told the USAA did not send a check. I called USAA to see what the hold up was and they stated that they had coordinated a different repair and that I needed to pay the deductible and coordinate with the other insurance (at faults party’s). I called the other insurance who stated that since they have not seen the damages, they could not issue payment. I called to talk tot USAA and they did coordinate to get the payment from the responsible parties insurance.
I annotated my dissatisfaction on the USAA app and that I wanted to speak to a supervisor. When the supervisor called. She profusely apologized for the lack of continuity and the lack of communication from USAA.”…but, I assure you we are fully in the scope of what is legal. USAA did not deprive you from monetary benefit and USAA was within its full legal rights. In addition, the responsibility of contacting you was with the body shop.” I asked, «Can you describe to me the role of my insurance agent?» The management person responded that the role of the insurance agent is to «assure the best interest of the customer and to ensure that share holders are protected to ensure low rates are maintained.»
Every time I called USAA about this matterI spoke to someone new. No one had an idea about my claim and I had to explain it every time. The poor guy that answered the phone when I found out what had happen to my car got an ear full. I understand that USAA is indifferent to what my costs were mid December (christmas time) and that I love my car (thus I would never have authorized after market parts which are known to have fit and finish problems).
I would never ever want anyone to not have a voice on what happens in their claim. I cancelled my policy today. I explained my experience and the agent who was also apologetic about how the case was handled, it literally took me 30 minutes t get to the guy to cancel my policy. Honestly, USAA rates are not the best rates that you can get and their customer service, continuity, and communication is lacking. I felt as though this all could have been resolved by a simple phone call, after all I pay over $ 100 a month for automobile coverage. I depended on USAA auto insurance and they absolutely let me down. If I could give them a –1 rating then I would.

Really bad experience with this company! Last month my car was hit by their insured backing out of his driveway, and this company still would not accept responsibility based solely on their insured’s dishonest statement. They would not even come down to look at my car’s damage which will speak for itself. Even though my insurance will take them to arbitration, I still feel that this company has hastily concluded their so called investigation in their insured favor just to save the company some money.

Four to five stars to all their customer consultants.
I can’t remember all of them but they were all very helpful and if they didn’t know the answer, they asked someone or some how got the answer.
Finally, with all their help I navigated the California vs Nevada paperwork and expedited a fax so I could finish transacting with a neighbor state. Thank you USAA!