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Update by user Sep 05
New information has come to light. In my video I speak of how it said vehicle loss after further investigation we have found out the following: 1.
When we initially made our claim we where given a claim number to reference for everything with the claim. 2. Mrs. Massanet was not licensed and did not get her License until End of July 2018 nearly 5 months after she took our claim.
3. She was training for the vehicle department 4. We knew we reported the water damage , but what happened to the photos and information showing we did? 5.
ANSWER : Usaa somewhere along the way changed our claim number because it was filed incorrectly as a vehicle loss when it was a homeowners loss. The information showing the truth was in the vehicle department with the other claim number. Usaa also failed to tell us they issued a new claim number on the claim due to their mistake. Allowing someone in training or brand new to answer phones in Catastrophic events and take claims should be illegal and the company should face some type of charges for this kind of behavior.
My family has been tortured, and have suffered greatly over this.
Plus to cover up!! Where is the honesty in that?!?
Update by user Aug 02
Still have not heard from USAA at all to resolve this issue. Their commercials say they care but far from it.
I have also met more new people going through similar situations with USAA. Legitimate claims not being paid!
I did do my video with pissed consumers and that should be posted soon. This kind of treatment has to stop.
Original review posted by user Jul 01
We have been handling a USAA homeowners claim since March 2018 during horrible storms in Maryland in which our policy was issued and delivered in the state of Texas. USAA paid for our roof to be repaired but not our gutters,siding, fireplace caps.
We also reported water leaking into the interior of our home. No help from USAA then they covered up we ever reported anything but the roof. Went to a hearing after a complaint was made, and then they admitted to us reporting all but water damage. Turns out an unlicensed adjuster took our claim she was learning the auto department and listed our homeowners claim as a vehicle/ property claim instead of a homeowner claim for wind, rain and hail with a secondary storm of snow and ice.
The evidence to show we initially reported water damage was in her vehicle claims log notes. They admitted to finding it but said it was a USAA work product and we couldnt have the proof for our records. They then change the water damage estimate to a mold estimate saying mold was in the air. We get the air tested no mold USAA claims they never received the document but then produce it as an exhibit in the hearing.
It was clearly marked control on one and living room etc on the others. USAA took the outside air and tried to pass it off as our inside air. So when that trick didn't work they tried to site failure to mitigate the property again showed evidence to their own adjusters claim log saying it was clear we mitigated the property but did not do mold remediation. Well that's because we had no mold.
Then try failure to allow them to investigate saying we wouldn't allow the adjuster in our home. Adjuster writes back clarifying he did the outdoor inspection of the roof with our contractor and no interior inspection was done because no interior water damage had been reported to him. He was there for the roof and came from Texas he also told them a local adjuster would need to come out to inspect the interior who knew the permit laws in the state. (We reported the water damage to USAA and were told this adjuster was for the roof he scheduled everything with our roofing contractor not us) USAA again says their adjusters know their protocol, and they know to do an interior inspection of the attic area during roof inspections.
The adjuster never asked to enter or do an inspection but also came with no equipment and had to borrow everything from our contractor. He never told our contractor he needed to look indoors or do an inspection indoors. We were also told we didn't have to be home for this inspection. Adjuster admitted to All this as well and put it in writing again for the desk adjuster.
The desk adjuster in the claims log wrote there was no need to send a local adjuster they were just trying to get clarification. Contractor for interior tries to meet with adjuster told no need send pictures. We fight for an adjuster to come look again another sent from Texas, and he says no mold water damage. Tells them to send a large loss or general adjuster from the area again Usaa said not needed.
Finally, after a year and over 6 more request for a local adjuster we get one to come out. He had no idea why he was at our home but ,did state no visible mold is in the home. He told us USAA just sent him out but explained nothing of the situation to him, just he was to meet us and the contractor. He wrote in his report there was no visible mold in the home.
2.5 years now and with all the evidence in writing or documents no hearsay we are still no closer to getting back home. You truly can't make this stuff up. There are many of us out here with the same situation all fighting for USAA to make it right and pay for the damages we are covered for but seems costumers are no longer their priority the dollar is, and they can always get new customers. To anyone else fighting the same battle know you are not alone.
We will keep fighting to have our voices heard and our home fixed, so we can return and our 2 sweet dogs can run and play on their land again. One more thing when I said they paid for our roof they never finished paying the contractor the second half approx.19,500 they are still waiting on. It. We will continue to fight for a news station to do our story and bring attention to the way they have treated us and others.
Member for over 20 years family members have been members 40 + years and all will be dropping them after the way we have been treated. Thank you for taking the time to read our review I hope it can help someone who may think USAA is the place to get insurance from.
User's recommendation: Run Away as fast as you can.
Product or Service Mentioned: Usaa Homeowners Insurance.
Preferred solution: Fix our home .
USAA Pros: Use to care about people.
USAA Cons: Refuses to pay legitimate claims.