Unclaimed
USAA
Reviews and Complaints
6.7M
CLAIMED LOSSES
1.9K
TOTAL REVIEWS
390K
PAGE VIEWS
15
ISSUES RESOLVED
USAA Net Promoter Score (NPS)
31
high
NPS
-100
100
- 62% Promoters
- 8% Passives
- 31% Detractors
USAA's estimated NPS of 31 considered to be high. 62% of users would likely recommend USAA to a friend or colleague.
Customer Satisfaction
USAA Reviews
After 40 years with USAA I am finding a new carrier
I have full coverage auto insurance with "0" deductible and have had since 1971. On 09/08/2011 I had my car stolen while on a business trip (520 miles from home). Naturally I reported it to USAA that day. I have never been exposed to such incompetency by a group of "Professionals" before in my life! I was passed around from one claims rep. to another for 4 days before one was found that seemed to know what he was doing and could answer the simplest questions. During that time I repeatedly asked for a supervisor and was refused. When a supervisor "Crystal" called me back she said to me, "feel free to find another insurance company". She later (on 9/21/2011) [after the vehicle was recovered and deemed "totaled" that I had to release my car to her before the vehicle was even appraised and a price settled on "or else pay the charges myself for any storage." So far I have no vehicle to drive, USAA has not paid a dime and the adjusters attitude seems to care less. Meanwhile, I am still waiting! What has happened to USAA ? Who is in charge ? Where has friendly service gone? Is it time to find a new Insurer? What do you think ? James A. Waddill, Capt. U.S. Army, Retired
3 comments
ID
Location
Beaumont, Texas
Loss
$10
The individual did nothing to me
I am a member (I think). I have not been able to get online even after spending about an hour with a very nice rep. The log on and complexity of the process is frustrating for me (old geezer). Finally had to give up after an hour of trying or they would have been hauling me to the nut house. Since the computers can do anything it would seem that you would get rid of the military mindset of make it tuff so no one can get in even the members. My bank has 2 items to sign and I am in to all my banking info. Seems USAA could do the same. Might try again in a couple of months.
1 comment
ID
Location
Washington, District Of Columbia
New Reviewer
The WORST insurance in the world!
And if you are in the Military - STAY FAR AWAY from these crooks! My brother-in-law is in the Navy and is out to sea a lot, his wife got in a wreck in his car (her name is not on the car) and USAA treated her like ***, told us there was nothing they could do without a power of attorney from him - but then they told him they had picked up the car and were charging him storage - the car was sitting in his driveway the whole time! To top it off, my 9 year old grandson was in the car at the time of the accident and received a neck injury - they are now saying his medical treatment was not necessary and they don't want to pay the doctor bill - wait until I contact an attorney, will see what a Judge says about screwing a 9 year old out of treatment!
3 comments
ID
Location
Lancaster, Texas
New Reviewer
USAA Authorizes $6000 Charge
On October 15 someone charged and USAA approved a $6000 charge to my account. Granted, given its a credit card account I'm not liable but that's not the point. They approved a $6000 charge yet about ten days earlier froze my account over three charges that totaled less $100. Go figure. The part though that aggravates me is I told them the charge was bogus on October 16 when I spotted it (it was a "pending" charge) and here it is the 24th and the $6000 is still showing as a charge. I'm being told I need to wait while the fraud department evaluates. Charge was made to an airplane salesman in Jay, Florida. Don't fly airplanes nor even own a pilot's license.
ID
Location
Griswold, Iowa
Fire to Apt Bldg and USAA refuses to pay out
I justly recently had a fire on my bldg. For 3 months I have gotten the run around with my adjustor. She had told me because my cleaning of my items was close to my cap and the moving and storing of my items they want me to go pick up my clothes that haven't been cleaned n throw out or clean sone of them myself. The best part is they are still trying to put the amount that is owed to the movers under my loss or damage portion of the policy. Out of 30k they want to give me 2k. That doesn't even cover what was destroyed in the fire or stolen/lost. It's funny how I never can get my adjustor or her supervisor on their extension but they are quick to write up a claim worksheet that is ***. And is nothing to what they say over the phone. The better business bureau and insurance commission have been contacted. Meanwhile I'm still fighting with them to correct their figures
3 comments
ID
Location
Merrifield, Virginia
New Reviewer
USAA refused my claim and called me a liar
I was a "member" of USAA for 40 years for both homeowners and auto insurance. I had few claims and was never delinquent on my premiums. The diamond in my wife's wedding ring was insured as a high-quality gem (I have the gemologist's report). It received a sharp blow and was damaged. Upon regrading, it was valued much less than before the accident. USAA said it could not happen. I sued. I lost. I quit USAA. I am now with Amica for auto insurance. Premiums are lower, the people are nicer, and USAA had to send me $10,000 that they had been squirreling away all those years. I wonder how they get away with those tear-jerking commercials that scam veterans and armed forces members into "joining," as if were a privilege. I recommend that any veteran in my generation (age 65) change auto insurance carriers. Get the benefits that I did without the two-year-long hassle with them.
3 comments
ID
Location
Englewood, Colorado
New Reviewer
Sorry and Sad consumer
I wish I had found this site before we started the re-fi with USAA. I too fell prey to the scam of changing the points at the eleventh hour. Our points went from $407. to $3,220. with the explanation that our loan to value ratio was only 74%. This news arrived 54 days after we locked in our rate and points. This was a simple refi no funds take out and we have an excellant credit rating. I need to know how to fight back. Who do I report this scam to. I will tell all of you out there if you wanted to be treated fairly and have some communications with your processor. Stay away from USAA.
ID
Location
Norwood, North Carolina
New Reviewer
Not as good as some say
I had USAA at one time but switched to GEICO because I was dissatisfied with their service. I have now been with GEICO for over ten years. If the service had have been as good as some people say, I would still be with them. But that's not really what I am here to talk about. My truck was hit by a USAA member 18 Dec 2010 and they agreed (Finally)to pay for it. My wife and I were even injured in the process. But when time came to pay they sent us a low-ball take-it or leave it offer. I have called many times and talked to people at ext 44898, 25127, and 74507. I even faxed them and asked to speak with a supervisor. Needless to say they have not responded to my many request for assistance. If you go to copars where they sell their damaged vehicles you will see inflated values. This is so they can get as much money out of these vehicles as possible. This is not the price they are going to pay you if your vehicle gets damaged. They will have a company hired buy usaa, that works for usaa, give you the low-ball take it or leave it offer. You don't have to comment if they are a good or bad company. whether they did a good or bad job for you. I just want you to do one thing for me. When that USAA driver hits your car and you have to file a claim. Keep your eye on the ball. One persons complaint I read said they wish they could fire them all. But what we don't understand is we can fire them all. When companies like this cheat you or don't live up to your expectations, all you have to do is voice your complaint. 1. First and foremost stop using them. Tell everyone within the sound of your voice, your friends, your family, and co-workers. 2. Use every internet source available to voice your concerns, BBB, attorney general office, licensing boards, TV news troubleshooters, and local and federal government officials. They operate on your money (cash flow), stop the cash and you cut off the head of the snake. They have not addressed our injuries received in this accident, paid for our medical bills, for my vehicle, or even answered my phone calls. Posting date: 25 July 2011 As my granddaughter would say, no disrespect intended. I'm just saying
5 comments
ID
Location
Raleigh, North Carolina
Usaa Rude Claim handlers
I had no problem with usaa till today i try and figure out with my claim and why no one has called me, then i have Debra Brown of Usaa, get on the phone as rude as can be. Well she tells me she can fax it i say no cause i don't have a fax, I said well can i fax it to my Allstate Agent. Debra now you have a fax. what happened to no" So i ask if i can give her the number. Debra well no wait till I'm ready. When i ask for her name again she wont tell me, when i ask to speak to a manager or someone hirer up she tells me no.
1 comment
ID
Location
Fayetteville, North Carolina
Loss
$2000
New Reviewer
Loyal customer treated like *** by USAA/GMAC mortgage
We're members almost 30 years. We have excellent credit, very high income, we are insured through USAA, have our home mortgage through USAA, and do banking/investing with USAA. Can you say "loyal customer?" Sadly, obtaining a mortgage for investment property through...
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2 comments
PissedConsumer291299
#291299
Don't feel too special i refinanced my home through them and not only was it a nightmare during the process with the loan person going on vacation during the process and then coming back without a clue asking for information that was sitting in front of her but a year later they raised my mortgage payment more than $500/mo saying they "forgot" about insurance and taxes which they had paid six months earlier. I was in the middle of a divorce after returning from desert deployment and had a time deadline or i would have stopped the process when i first saw problems.
I needed some extra cash and was extremely particular too keep my payments within my means and they caused me to eventually go into forclosure without ever admitting they did anything wrong. There is much more including how they offered $1,000 for uninsured motorist when my son was hit by a drunk.
I had $75,000 stacked coverage at the time. I stay with them only because i'm stuck with them.
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ID
Location
Rochester, New York
New Reviewer
USAA Mortgage Services -- Never Again
I have had mortgages with Citibank, Bank of America, Wells Fargo and Countrywide. This is my third home purchase and I have excellent credit. USAA is 100x worse than any of them. The employees take at least a full day to get back to you, if not longer. We got handed around from loan officer to loan officer with each one basically starting from scratch. We sent in over 100 documents, only to have more and more documents requested. We gave them 60 days from application to closing only to finally get approved 3 days before closing. The best part is then after getting "approved" and receiving "congratulations" emails, they decided to retract that approval TODAY, when our closing is tomorrow. They were very, very rude on the phone -- basically screaming at us to try to defend their actions. They should be acting as our advocates, not our adversaries. They requested our home inspection today, then said all these items need to be fixed before closing (tomorrow). That is utterly ridiculous. The appraisal went great, so we're baffled as to why this last minute impossible request. I doubt anyone there has ever bought a home or maintained a home. Their lack of professionalism is very apparent, and their incompetence shows when they continually ask for more and more documents rather than ask for everything early on. Despite giving them 60 days, I believe they waited until the last 14 to actually process this. They don't show any compassion, nor do they treat us like valued customers. In fact they hardly treat us like humans (more like a purchase order). I've been a longtime satisfied member but I will be dropping all my credit cards, my 4 bank accounts, my home insurance and my car insurance from them. It's sad because it was great for a long time. My attorney, real estate agent, and financial adviser have never seen anything like this before. Once I sort out our new home purchase, I am writing a letter to 4 USAA Presidents (of the areas that I feel should be watching this type of action) and attaching the names of all the unprofessional people.
ID
Location
Chicago, Illinois
New Reviewer
Hated USAA AFTER 12 YEARS did not pay out
Been with USAA 12 years now; I never filed a claim with them until now. They want me to pay for the damages done to my car. Why do I pay insurance again? So I can pay USAA once a month and then pay for my car getting fixed? I think I am just about to say *** it and just walk away from good ole USAA. I have been on the phone with them all *** day and they are treating me like I am the criminal. Any one knows a good insurance company I can switch to? I called Amica they are lower in price and more better.
3 comments
ID
Location
Silverdale, Washington
Loss
$1200
New Reviewer
USAA Bank cares nothing about military or fraud
They have a fraud dept that does NOTHING when OBVIOUS fraud occurs, they are complete idiots. It is Christmas Eve day and ZERO notification from the bank I have used for almost 10 years that my debit card info had been compromised. Two identical charges made in CALIFORNIA at a Shell station and I live in TX but no one notifies me or tells me ANYTHING. Spoke to fraud dept just now and they basically said "too bad" and then tried to blame the fraud on me because I used my debit card locally here in TX". Really??? And I will not have access to ANY MONEY now for up to 10 days until I get another card. Merry *** Christmas to my child when he won't have gifts.
ID
Location
Dallas, Texas
New Reviewer
USAA screwed a retired Airborne Ranger
I retired in 96 and joined USAA 2 years later. Three years after that they cancelled my policy because I did not join within one year after retirement. Watching these USAA commercials on TV *** me off because extended family members of veterans are allowed to join. I shed blood for this country. 22 years of honorable dedicated service AND I AM DENIED MEMBERSHIP!!!!!! I don't know how this company can maintain it's integrity. I am sure that I am not the only one. How do I go about exposing this ***. Every time I see their commercial. They shun veterans
3 comments
ID
Location
Austin, Texas
Rejected 3 days before scheduled closing after spending 3K
USAA has the worst mortgage department and has lost all of their goodwill from a 40 year USAA member. You must complain to the people you wish to complain about. Just try to complain and reach friendly CEO Joe. Does he know what horrible way members are treated? Does he know that it is impossible to switch processors? Does he know that they loose paperwork, emails and refuse to return calls? Does he know that after spending $3,000. that they required for the loan that they rejected the loan due to debt to income and lied about it? Buyer Beware and Runaway from this sham-- veterans deserve better treatment.
4 comments
ID
Location
Hartford City, Indiana
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USAA
To Honest Guy
Keep your a- - off this site and crawl back to your owner, USAA!! Hawking bs for a job is....BS. Your advise here is the same kind of cr-p your employer passes out after they've got a persons money.
Anne that is false, USAA is nothing like a broker and they have their own insurance companies but some service go through other carries but 95-97% are all done in house. Auto, Home, Banking, Life, and Investments. You may want to research or ask an actual employee before you say things that are not true.
What people do not realize is that USAA does not sell its OWN insurance products but is acting like a broker in selling OTHER companies' product lines. For example my mother bullied my father into purchasing Long Term Care insurance (she was convinced he would develop Alzheimers') & he was sold on a product described in the USAA magazine.
I looked @ it & discovered it was an excellent product but one available through a company I represented & which I could also service.
The price was no different, the benefits were the same but he didn't have to call USAA for answers or for help w/ problems. Oh, and please don't call for insurance quotes because I am no longer licensed