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USAA Cancelled me after 34 years!
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May 9, 2008 USAA complaint by Bmontberry |
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May 6, 2008
USAA
9800 Fredricksburg Road
San Antonio, Texas 78288
Attn: General Josue Robles
Re: Auto Account 139 59 42
Dear General Robles,
I have been a member of USAA for 34 years. My parents have been members for over 70 years. My ex-husband, his wife and my three children are all current members of USAA because of me. In my 40+ years I have been in no accidents and have an excellent driving record. I have never been late with a payment and have never missed one payment in all these years.
When I moved from Arizona to California in 1996, USAA came with me. When I moved from California to Washington in 2006, USAA came with me. Last month I moved back to Arizona and called USAA to give my change of address. Much to my dismay, I was informed by a service representative that USAA would not be able to renew my auto insurance in August! He implied that it was because USAA was no longer insuring in Arizona. I was flabbergasted.
This week, I received what I can only describe as a rude form letter from you that told me that I was not being renewed due to “the manner in which your account with the bank has been handled.” WHAT?? I have never mishandled my account with USAA.
I called a service representative to complain and finally found out that your canceling me has really to do with my bankruptcy (filed in 2002). “Policy,” he said.
Millions of Americans have had to file bankruptcy in recent years. Mine is off the books in about eight months and has never affected USAA. My current credit rating is in the mid 600’s, which is great considering.
I can’t imagine that canceling my auto insurance would be a “prudent” move by USAA.
I ask you to reconsider and ask for a formal apology.
Respectfully,
Barbara A. Montgomery
2135 N. Treat Ave., #8
Tucson, AZ 85716
USAA account @# 139 59 42 (1974)
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1. Written by jstbg1s, on 23-07-2008 01:04
I currently have USAA in Texas and have been satisfied with the service thus far. I am a little worried after reading your post. I personally will be sending an email to them to ask why your situation didn't deserve better customer service!! Enough of there current customers become unhappy, maybe it will create some change.
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2. Written by Russell, on 27-05-2008 12:42
In response to Nick comment. I recently suffered a loss of one of my vehicles. My car was stolen and I have to agree with Nick the way people are treated. The adjuster who handled my claim told me that even though I had a brand new engine replaced and only had it for a few months that all I was getting was $250. I paid $1200 and was done 6 months before my vehicle was stolen. I talked to Manager in the area David Rhoads did not sound like he knew what he was talking about. He ended up CASHING me out on my rental. I told him I did not have rental coverage on my policy. He told me since vehicle was stolen USAA offers Transportation Expenses. I read my policy and it stated only payable if I incurr that expense. I called back to advise of this to make sure and was told yes can be cashed out. I recieved a check for $450. I talked to my sister about this since she also works for an Insurance Company and she told me not to cash the check to send it back which I did. I dropped USAA due to service I recieved from the rep Crystal Martinez who gave me value of my vehicle and also the Manager David Rhoads who apparently has no idea what he is doing.
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3. Written by Nick, on 22-05-2008 11:21
USAA is horrible. I formerly worked for this company and left due to the way claims are handled. All that they worry about are the Officers and that the enlisted or Ex-Dependents that they refer to really do not mean much to them. iF ANYONE has a complaint on any of their claims do not call the Manager all they are going to do is try to sweet talk you so will not escalate to the higher ups. Best thing to do is to record the conversation that you have with the adjuster when they call and also just call the Department of Insurance. If your vehicle is a Total Loss i strongly suggest to keep all paperwork on any work done on your vehicle plus any after market equipment that you have installed. One thing that USAA fails to tell people when they call to insure a vehicle and they ask about aftermarket instead of telling them the truth that is not covered they tell them is covered. True the aftermarket is covered but dollar for dollar. If the equipment is more than 6 months to a year old the company that runs the valuation on the vehicle will give a little bit of an adjustement on your vehicle value. If older than a year old the company that runs the value will give nothing. If that is the case the Adjuster will send the valuation report to an PROPERTY DAMAGE SPECIALIST who will review and will give an adjustment of anywhere from $50 to no more than 1000.
One thing that the members the way USAA refers to the insureds do not know is about the BONUSES that are given to employees 2x a year. One bonus around Christmas time and another around Feb which is considered the Corporate Bonus. The bonus in Feb is how the company did the year prior ( not how your claim was handled by your adjuster ). That bonus is approved by Board of Directors. The christmas bonus is 2 weeks of your paycheck added, the corporate bonus can range anywhere from 10 to 20%. Lets say that an insured had 3 claims in that one year and had the same adjusted all 3x and recieved horrible service, this is what his adjuster would make with the corporate bonus. Let's say his yearly salary is $40,000. and the Corporate Bonus is 12%. That means12% of $40,000 which would equal a $4,800 bonus added to his check.
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4. Written by postmoderngurl, on 19-05-2008 12:15
If you are having problems with USAA auto insurance you NEED to contact the Arizona insurance commissioner/regulator to lodge a complaint. You should also contact you federal congressman/woman. You might also want to consult a lawyer. USAA needs to be held accountable for their actions and misrepresentations. But on the bright side, maybe it's good that you're not with USAA auto insurance. They are terrible!!!
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5. Written by Chris, on 10-05-2008 20:08
I have USAA in AZ currently.
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Consumer Forum is another great place to discuss consumer concerns NOT RELATED to this article. |
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