USAA

I have provided every receipt they have asked for regarding hospital care after a car accident, but they won't pay because the hospital isn't giving them the "right code"...not that they are not giving them any codes, they are, just not the format USAA likes. The hospital doesn't have those codes. USAA said they would call the hospital and request them, but they never did. Never called me back. It's been a year of stalling. Online reps name is/was Lori...no help.

I was a customer with USAA for over 20 years and just recently I was affected by fraud so I called Usaa reported it. Instead of helping me they put a block on my account to where I have no access and told me I have 60 days to get another account bc my accounts with them will be closed. On top of that the money I do have in my account will not be released to me for 60 days. Turned to find out the representative who took the report didn't report it correctly and then the person whom got into my account disputed charges with a company that I pay my families rent in the amount of 2402.00 and 1602.00 instead of freezing my account and calling me they are now holding they monies they disputed and USAA can careless if my family goes homeless now I have to pay 1602.00 with this months rent of 2400.00 monies I do not have bc I have to wait 60 days. My husband served the military 26 years and passed away by suicide due to PTSD. So look elsewhere or better yet put your monies under a mattress more safer there than a banking institution. More to come

Unfortunately usaa was a great company, clearly they have forgotten who they are and in todays world that means they will never come back. The rate are not even close to being the best anymore. Literally pick any other insurance company for rates that cover more and for better pricing.

Don't waste your time. If you don't need to worry about claims they're great. As soon as you get into an accident and you need them to do what's right, good luck.
Been without a car for 2 weeks on a not at fault accident because they dragged their feet and then they don't reply to calls or emails. As if they are closed from the 18th through Christmas. Get this, my accident happened 11/3, after several calls between me and USAA and me and the auto shop, it was finally deemed as a totaled vehicle on 12/1.
On 12/4 I received notice of the value and that left me 4 days to return my rental. Because they gave me 7 days starting the 1st When they told me it was totaled but said nothing else. My bank is still waiting for payment to finish paying out the vehicle so I can purchase a new one. Today is 12/22. You really want this insurance company?

Do NOT bank with USAA. They have had all of my money in their bank for 8+ years and now they "can't verify" me and I have zero access to my money or accounts for the last month. I have done everything but sell my soul to the devil to gain access to my accounts, I can not even access my homeowners insurance policy!

Review:

I had the unfortunate experience of dealing with USAA after my daughter's car accident. I cannot stress enough how dishonest and deceitful their tactics have been throughout the entire claims process.

To provide some context, my daughter had just purchased her first car, which she saved up for two long years to finally purchase. She was driving cautiously and responsibly when the USAA insured driver ran a stop sign, causing a severe collision. It was a traumatic experience for her, with both physical and emotional consequences.

Despite clear evidence indicating their insured driver's fault, multiple USAA adjusters shamelessly turned the tables on my daughter, blaming her for the collision in order to evade their responsibility to repair her vehicle. Their conduct was appalling, taking advantage of a young, trusting (in honesty is the best policy) driver and attempting to shirk their financial obligations.

Throughout the claims process, USAA consistently demonstrated a complete disregard for their duty to act in good faith. They utilized deceptive tactics and attempted to intimidate and manipulate my daughter into accepting liability for an accident that was clearly not her fault. They used every trick in the book to avoid covering the repair costs, effectively robbing her of the money she had spent so long diligently saving in order to purchase her first car ( having purchased less than 2 weeks before USAA insured failing to yeild right of way, ran a stop sign causing the collision).

Furthermore, when we attempted to discuss the situation with their representatives, we were met with condescending attitudes and dismissive behavior. They lacked basic empathy and failed to address our concerns, leaving us feeling unheard and betrayed.

The lasting impact of this ordeal on my daughter's confidence and trust cannot be overstated. It is disheartening to witness an insurance company, whose primary purpose is to provide reliable coverage, resort to such corrupt practices to avoid fulfilling their obligations.

I strongly caution anyone seeking insurance coverage to steer clear of USAA. Their lack of integrity, their dishonesty, and outright manipulation make them unfit to be trusted with providing genuine care and financial protection in the event of an accident. Save yourself the headaches, frustration, and potentially devastating financial consequences—look elsewhere for a reputable insurance provider

28 August 2023, we experienced a broken water pipe and notified USAA insurance. Our claim was started and we could not have been happier with how the claim was settled. Roto-Rooter in Huntsville, AL did the water cleanup and remediation and USAA paid them in full with no issues.
Unfortunately, on 28 September 2023, we experienced another broken water pipe. Another claim was started and we used Roto-Rooter again for the water cleanup and remediation. From the start, communication was lacking on behalf of the USAA adjuster, with both us and Roto-Rooter.
The adjuster did state to us and Roto-Rooter after about two-three weeks after the claim was started that Roto-Rooter's rates were too high, but did not provide specific information on the disputed rates to myself or Roto-Rooter. He also stated to the Roto-Rooter Director of Water Operations in our city, and I, separately, that if Roto-Rooter's rates were "a little closer" that USAA might be able to pay the full amount. When I brought to his attention that Roto-Rooter's rates were not disputed for the previous claim, which occurred exactly thirty days earlier, his response was that each claim is different.
I then contacted the adjuster's manager, who also said Roto-Rooter's rates outside the industry standards and the matter would have to be handled by dealing with the assigned adjuster.
Finally, after a week of back-and-forth between Roto-Rooter, the USAA adjuster and I, my wife and I requested a conference call between all parties on 2 November 2023. During the call, the adjuster continued to state Roto-Rooter's rates were too high, even after I pointed out that Roto-Rooter was paid in full by USAA for the first claim. The Roto-Rooter director of water operations in our city also pointed out to the USAA adjuster that Roto-Rooter's rates had not changed in two years. During the call the adjuster finally provided the breakdown of the disputed rates to myself and Roto-Rooter via email. The adjuster also refused to negotiate when Roto-Rooter offered to do so. His refusing to negotiate, when earlier the adjuster told Roto-Rooter and I separately he was willing to do so, is in my opinion, a sign of bad faith.
Since we were under contract to Roto-Rooter to pay any amount owed to them 30 days after they submitted their bill to USAA on 5 October 2023, we paid the balance on 3 November 2023 before it came due on Sunday, 5 November 2023.
I requested another adjuster examine our claim and one was assigned but USAA still refused to reimburse us the difference in what we paid to Roto-Rooter.
Bottom Line: USAA refused to pay the full amount charged by Roto-Rooter for water cleanup and remediation, stating their rates were too high even though they paid Roto-Rooter in full for a claim that was filed exactly 30 days before.
So much for being with them for over 36 years! I would not recommend USAA!

I've been with USAA insurance since February 2011 and banking since mid 2017 and after my experience and being low balled to the point I can't replace my vehicle with the exact same vehicle. It's okay cause I'm done with USAA if you have these reruns leave immediately they will have you doing their job and give you the run around now. USAA stands for Useless $#*!ty $#*!s Always I'll never use them for banking or insurance I've already switched to Chase Bank done with USAA on banking. When I get my other vehicle I'll be getting new insurance company as long as it's not USAA.

USAA Banking allowed a total stranger to call them and say they were the owner of our account. This individual then gave them their name and email address, and USAA provided them a pin to access our accounts and transfer $5000 to another account at another bank. USAA admitted it was questionable when pressed about it. They NEVER informed of us and we only noticed because taxes are coming due. Even after we notified USAA, they allowed the funds to go through. So now we are out $5000 and it can take up to 90 days to (hopefully) get our money back. USAA has truly gone downhill in the decades we have been members and I strongly urge caution if you are looking at using USAA banking. Their security is pathetic at best.

I joined USAA in 1968 as a new USAF Officer. I was a satified member for 30 years. Live helpful people handled my phone calls. Rates were lower than other carriers, even mutual companies. I recieved a Subscriber Share dividend (rebate) each year. By 2000 USAA started to loose its way. The burearcracy grew. Advertising skyrocketed. The company lowered qualifications for membership. USAA started branching out into new areas. Then came NFL sponsorhips, sky boxes, and company jets. My rebates shrank.
Three years ago I had to file a complaint with the Insurance Commissioner and threaten a lawsuit to settle a $6,000 claim (one of three in over 50 years). My five vehicles are now with a small independent and surprise, Allstate: Lower premiums, better service through local agents, and no problems.
The double dipping Generals who run USAA do not care about the rank and file.

Always hire a lawyer when dealing with USAA. Here are the tactics USAA uses to avoid paying your car claim.
1. Ignore your phone calls and delay for months to wear you down
2.Make you manage their claim department to get things done
3.Each new person shows surprise that no one has called you back and promises to take care of it
4.Tell you that your 2022 claim was on an old system and only a few people can access that system
5.Play a game that the market value of a wrecked car is within $500 dollars of an unwrecked car.

Go somewhere else.

After 25 years at USAA I am changing to other banking, insurance, and mortgage providers and no longer trust or recommend USAA services to other military personnel. Wish I had listened to other military members over the last few years about the downward spiral of USAA. ***DO NOT USE USAA***

First banking, USAA debit and credit cards "potential fraud department" essentially makes it impossible to confidently use their cards. Basically, you must carry another card from a different organization ready for use because you never know when it is going to work. This results in them turning off all other transaction until you resolve their automated calls/texts. The burden is on the user. This causes problems with later automatic payments i.e. Cell phone provider, streaming service, online purchase too. Enjoying going back to everyone (except USAA) to resolve your declined payments. After many hours on the USAA phone/chat conversation I decided to cancel my credit card (not able to confidently use it anyway). The USAA provides told me they would not cancel my credit card until I update all my information i.e. My rank. I am not sure what my military rank has to do with me canceling a credit card. I repeatedly asked for any management or leadership to call you back without results. After multiple conversations with different USAA associates, I was finally able to cancel my credit card. Also, when I spoke to Carlos at the "Members resolution team" I was told he was the highest person I could talk too, and that management would not call me back. Horrible service and do not trust them with your money or credit.

Second insurance, if you must file an auto claim for incident that was the other person's fault USAA does not help. Effectively you must talk to and work with other person insurance organization who goal is to save their organization money / interests. I decided to change due to the service and was surprised to find out it costs much less for the same coverage. Many insurance providers have much better rates and service.

Finally, home loans, I used USAA for my second house purchase. This was a huge mistake, and I did not use them for my third house purchase. I repeatedly documented USAA mortgage department received all documentation they needed to close on my house. USAA informed me on the last couple of days that they needed additional information, and I would not be able to close on my house. This would have resulted in me losing my earnest money. After many hours on the phone, I provided proof of USAA error and was able to close on the house. This can be very painful while moving your household goods and selling your previous house. I almost had to put everything in storage and live in hotel while I started the process all over. I do not recommend USAA unless you like additional time and stress spent dealing with their mistakes.

Recommend military personnel NOT use USAA for any services. USAA was previously competitive and provided great service, which is no longer the case. Now, I am changing to other providers.

Do not ever deposit any type checks because they will put up to a 10 day hold on them. They say it's because of the system. Well, the system is broken and it never supports Soldiers branch in Fort Campbell has closed down veterans. I feel even more sorry for them. They do not care if they are being an inconvenience they just want to keep making money off of us. I could understand if you had a bad history for checks and they would not honor them and wait but they do not even reach out to the check issuers to verify the funds. I've been with him for over 20+ years I am leaving.!

USAA has changed dramatically! They require up-teen passwords to get on! I was late once in 18 years on my mortgage because i decided to pay cash for Christmas. They called me everyday until the 15th! Once I was late …once. Left them on my mortgage. They've gone up in price! They've opened the barn doors to everyone.( probably because they accept everyone) Getting ready to jump to a State Farm or Geico for car insurance. Not what they used to be!

Eighteen years as a member. Zero incidents. They have raised our rates by $480. When we were hit by another driver, that took full liability, they left us stranded from 9:00 PM until after 12:00 AM. We only got home after that because we paid for our own ride. Our vehicle was left at the scene of the accident for over 18 hours before they showed up. USAA is not only not a benefit for service members (myself) and their families, it is worse than other insurance agencies.

Follow-up to original post (above): USAA tried ONE time to contact me. ONCE today 9/26. CHERYL ext: *******.
I called back and listen to ten rings and got an answering machine. I left a message in regards to the missed call. She never called back. Then USAA claimed they have been trying to contact me from 9/16-9/25 with no contact. I saw this shift of blame and tried to call CHERYL ext: *******, again, twice. I got sent straight to the answering machine after one ring, both times. I left another message. If you have a choice, avoid this company.

45+ yr 2nd generation member establishing 3rd generation (child) brand new savings account. USAA abruptly advising it exercising its right to terminate its relationship despite excellent credit history with multiple USAA products. Office of the President/CEO refuse to specify a reason siding some whacked out USAA policy in order to protect innocents (honest members) from fraudulents (scammers) - Bologna! USAA policies are harming innocents more than fradulents by deliberately and intentionally destroying innocence credit while refusing to 1) say why, and 2) work in any capacity to reasonably investigate or resolve! Totally unreasonable, unfair, DECEPTIVE, and unjustly inexcusable conduct. MAKE REPORTS SIMILARLY TO CONSUMER FINANCE PROTECTION BUREAU!

USAA is the worst in billing. They make billing errors (like not using your auto withdrawal) and then penalize the customer. This last year this happened to me 3 times! When I finally canceled they didn't cancel my policy and charged my account (the irony). Went over to Amica and paying half as much for exact same coverage and no billing errors. USAA has failed and is not the company they were ten years ago.

I no longer trust them! They screwed around with my claim, since Dec 24,2023. Now I am paying for their incompetence! No rental car because they FORGOT to call me! Sorry Nathan! I was completely serious!

On May 10,2023, I was involved in an accident with one of USAA's clients. Everything proceeded smoothly until they decided to give me the runaround in repairing my car or compensating me for its worth. The adjuster was nowhere to be found, and it took me a couple of months to receive any response from them. They informed me that my car was a total loss and provided a specific amount they were willing to pay for it via email, stating that I could dispute it if I could find a car in the same category with the same mileage within a 100-mile radius. Unfortunately, I couldn't find an exact match, but I did find a vehicle that was one year older and one year newer, so I disputed the price they were offering.

They assured me they would get back to me in a couple of weeks, but I never heard from them again. Frustrated, I took the step of filing a complaint against them with the Texas Department of Insurance and the Office of the Attorney General. However, I received no assistance beyond the insurance company responding to me and denying my dispute without providing any tangible reasoning. This was after three months of back-and-forth since my car accident, with no access to a replacement vehicle or rental car.

Now, it has been five months, and they are attempting to push the responsibility onto my own insurance. These actions indicate that these individuals are playing games with people's lives, and there seems to be no one holding them accountable. It is disheartening to realize that we live in a country that is supposed to protect average citizens from being taken advantage of by large companies like USAA, but this has proven to be far from the truth. I have lost trust in the entire system, and I am determined to stop paying insurance premiums to these corporate entities that seem only interested in taking our hard-earned money every day, without delivering the support they promise.

I've banked with USAA for almost 30 years and on 11 Jul 2023 my account was frozen and put under review without warning and I'm being denied access to my entire life savings. I can't pay my bills, I can't withdraw money, go to the store or put gas in my car. I have a wife, daughter and take care of my 81 year old mother. I'm screwed! They would tell me anything but it started right after I tried send money to fund a crypto trading account. My accounts with my names using their process on my identified IPad and IPhone and money was never sent. But I get frozen out wit no word. I called a few times trying to possibly clarify what could be the problem. They refused to speak to me and treated me like a criminal. I'm a disabled veteran and I've served my country for 30 years in the U.S. Army, Federal Law Enforcement and as a contractor in Iraq and Afghanistan for 12 years and this is how I get treated. Everyone thinks they are doing righteous things and hide behind policies and regulations while they screw you over and destroy lives in the process.

USAA stonewalls, points fingers, shirks responsibility. Even small claims are dragged out for months on end - leaving members without transportation while their own damaged vehicles sit in the driveway. USAA leaders have lost sight of their own core values and are tone deaf to customer needs.

Was with USAA since 2007 and noticed a drastic change when they got a new Corporate leader around 2017. Gladly leaving them right now, just the worst. Pity to their employees working in such a system. Moving to Navy Fed.
Next I read that recently they got into hot water for money laundering... sheesh.

I returned a perfectly good rental van to Budget Rental during the summer, but they damaged it sometime afterwards. It was not even a small damage: there were dents all along the driver side door, the sliding door panel, and the trunk door. It was something that would not have been missed, if I returned the van in that condition. However, Budget Rental then filed a claim with USAA in 10/2022, a full 6 months later. It was blatantly fraudulent. After what I consider useless perfunctory online investigating, USAA just decided to just pay them off, and I am stuck with a higher insurance premium. USAA is a totally different insurance company from when I joined 40 years ago. Pretty disappointing.