Tucson, Arizona
6.7K views
Not resolved
60 comments

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)

Product or Service Mentioned: Usaa Auto Insurance.

Do You Have Something To Say ?
Write a review

Comments

You will be automatically registered on our site. Username and password will be sent to you via email.
Post Comment
Anonymous
#108144

My high school student was rear ended by another high school student insured by USAA, on December11,2009. 12 days later we still heard nothing from USAA. I had my son and the gal who hit him call them to make a statement. The only communication I've had with USAA is one letter telling me I had the right to take the car to any body shop of my choice. MY car is a total loss, unable to drive anywhere. 19 days later an appraiser called to say he was coming to look at the car. He said he'd be there between 1 and 4.

on December 30 At 3:05 he called and cancelled. I called USAA again and again and was finally able to speak to someone on January 4th. They said that my son was 25% responsible for the accident(rear ended)saying that he caused a road hazzard by speeding. If he was speeding then she was texting while driving.They were not there and he was never sighted for any infraction. I immediatly had an anxiety attack. Unbelievable! I have taken many pictures of the accident sight and there is no evidence of her even applying the brake. She slammed into him so hard it has totalled his car and her truck, (97 dodge dakota).

My insurance, (Progressive) is not accepting liability and now USAA is not returning calls to them and I have recieved no mail or any communication from USAA. The girl insured with USAA has told me that her insurance has offered her 3000.00 for her truck and we have been offered nothing. I find it interesting that they offer her a settlement and not us. They are not asking Progressive for any money at this time even though they say my son is partly responsible. I feel this has gone beyond personal property damage.

It has become an insurance nightmare with complete and total disruption of my family life and the my physical well being. My son is a senior in high shcool who has never had a ticket or an accident. He was unable to go see family for Christmas, I had to cancle my family vacation so that I could take him to work and sports. His senior prom is coming up quickly. He is suffering some depression. I feel USAA has completely disregarded my family's well being, being trampled on, taken advantage of and played with.

We are now suffering pain and physical anxiety and family hardship. He has no car, I have to take him to work, school and sports. My physical health is at risk because of the extreme stress and tension leaving me feeling very ill. My son is suffering from anxiety, stress and depression.

Anonymous
#108142

USAA is getting worse and worse. Find a better place to put your assets.

Show them that the soldier has a vote where it counts.

I have been a soldier and officer for 18 years and now see usaa being run like a rotten military company using bad leadership. There needs to be an inspector general when you need one.

Anonymous
#108140

USAA is not a private club... it assets a bad precident expecially in todays american times...I have been witness to many peoples cancelled policys for personal reason and personal situations that happen in everyday america but ironically require a backing from such a military using company. There should be a class action suit for discrimination based on profiling.

Anonymous
#105258

Also for Lt Rider, Here is a definition of Gap Insurance:

If a loss occurs, GAP insurance will pay the difference between the actual cash value of the vehicle and the current outstanding balance on your loan or lease. Gap Insurance protects your vehicle lease or loan. Sometimes it will also pay your regular insurance deductible.

Most auto insurance contracts only pay out actual cash value, it says so on your contract. That's why your purchase gap insurance. The Company that pulled a fast one on you was the VW "that knows your family well"! Maybe you should look into that!

Anonymous
#105257

I think everyone here has to remember what happens when you declare Bankruptcy. What this means is you have bought things on someones money that's NOT yours, with the promise to repay.

Suddenly your not able to and you think you shouldn't have to pretty much. You settle to pay only a portion of YOUR debt and then the company takes a loss. So you have caused companies to take losses. Now I know what y'all are saying, the unexpected happened!

It's not my fault I was living outside my means so much or that I plan for this. Wrong! It is your fault! YOU chose to live outside your means!

Why should a company take your word, when obviously you've broken it and may have caused thousands of dollar in loss. Why would they put their membership at risk that do pay their bills for you.

If you loaned your friend $300 and they said sorry I can only pay you back $120 EVER, would you loan money to them again? So everyone stop blaming companies and take some personal accountability!

Anonymous
#105255

I think everyone here has to remember what happens when you declare Bankruptcy. What this means is you have bought things on someones money that's NOT yours, with the promise to repay.

Suddenly your not able to and you think you shouldn't have to pretty much. You settle to pay only a portion of YOUR debt and then the company takes a loss. So you have caused companies to take losses. Now I know what y'all are saying, the unexpected happened!

It's not my fault I was living outside my means so much or that I plan for this. Wrong! It is your fault! YOU chose to live outside your means!

Why should a company take your word, when obviously you've broken it and may have caused thousands of dollar in loss. Why would they put their membership at risk that do pay their bills for you.

If you loaned your friend $300 and they said sorry I can only pay you back $120 EVER, would you loan money to them again? So everyone stop blaming companies and take some personal accountability!

Anonymous
#102432

I personally have not had any problems with USAA as a bank/company in and of itself. When my grandfather passed away and left me some inheritance my husband and I were at the point with banks where no one would touch us because we had had accounts go to collections from when we were on the road and had no way to get the bank accounts in the positive.

We were in chexsystems so no one would open an account for us. USAA opened an account with the inheritance money my grandfather left through them. They opened the account the same day, they overnighted debit cards so we could pull out money we needed and on top of that they REALLY don't charge to have an account, unlike alot of other banks (1st conveinence) who "say" they don't charge then change the type of account you have three times in order to get as much of a charge out of you as possible. When my husband was laid off our bank account even got closed with USAA because of a payday loan he had gotten before he got laid off that kept trying to take money out automatically.

He went back to work for a few weeks and USAA took what we owed but then opened another account for us so we were able to have a bank account. After that we only had like 3 dollars in the bank account for about 4 months and they never charged anything didn't even touch it. When my husband got this job he has now we were easily able to start using the account again and on top of that we get ATM fees up to 15 dollars credited to our account every month. They have very good saving account rates and our rewards debit card has been great.

Every time I have called I've been able to talk to a real person who answers all the questions I have and if we have something happen they are sure to overnight whatever we need- deposit envelopes, debit cards, whatever. Thus far I have been very impressed.. and not to mention when we did have their car insurance before we were unable to pay for it. We had to call towing three times and every time they came through with towing and road side service.

It was great. I plan to pay what we owe on car insurance and try to get it back if possible.

They've been very understanding when it comes to the economy and my husband being laid off before. Lets pray he doesn't get laid off again though!

Anonymous
#96754

Bmontberry,

Did you ever get a reply to your letter?

Anonymous
#85816

USAA recently increased homeowners insurance rates by nearly 20% in Alabama, for what? We have not even had a Hurricane since 2005!

It looks like the big golden boy insurance entity is just another *** game.

Maybe it is time for a federal investigation into the CEO & CFO of this maze of entities. I bet there are several issues within the organization regarding civilians and active military and who gets dropped 1st.

Anonymous
#85732

They just increased my auto policy by 12% because "they Can". They have further diluted the membership with higher risk clients. It is time to for a company clled "USAA Classic" where they serve their membershib and do not seek a greater market presence.

Chris

Anonymous
#84500

My most current comment was in support of Barbara, sorry I just want to let her know I relate!!! It is terrible!!!

Anonymous
#84499

I am so suprised to hear of all of this and I am also debating bankruptcy!!! Mostly because the household income was cut in half the past two weeks because my husband has lost his job.

I called them 2 days later, but yeah no hope!!! So I will go down with a 750 credit score. I have been a fond member of USAA, but aren't they supposed to help Veteran's and the members out??? Hello, I work in Circuit Court and all we record now is foreclosure's shouldn't there be something out there to protect us????

All of us are in the same boat, and yet USAA was to be the one who aided us all. All I can say if they are SO elite, then why do they not have programs to assist in these issues???

But if we try to get back on our feet(and believe me I am not a supporter of bankruptcy) they drop us??? How does that make sense???

Anonymous
#56830

Your insurance commissioner would be the one to contact because they are the ones that allow any insurance company to non renew you for any reason. It is not just USAA.

Anonymous
#55078

I hate USAA . I have been with them since 1998 .

My dad had them when we were young as well .This last year we had a drunk driver hit us. They also had USAA . We were leasing a 2008 Jetta from VW . We got in Jan of 08 It had 5000 miles on it and in Jan 09.

when the accident happened . It totaled the car and sent me to the Hospital with stage 3 injury's . The driver died shortly after the accident .Yes they found hem at fault on all counts . They did take our information .

However when it came to paying off the car they paid the market value of the car and the rental car but i had to in cure the charges first to get money for a rental car. So in the end i had 4598- in money differance of car value to loan amount of lease plus 500- deductible i had to pay difference in car . I had my insurance go up 55- Evan though i never had a accident in my 35 years of driving or a ticket ever in my life and no infractions. VW gave me a new car to replace the VW cause i had bought GAP with them and they knew my family well .

SOO i left USAA .My dad a Retired Officer left USAA my entire family left them and good riddance . We tell our guys pay the extra bucks and go to a better company .

Another company won;t hide odds and ends so you get zipped in a accident or a theift. USAA hides what you really get and thats a shame .

Anonymous
#51124

I've been with USAA as both member and employee for 7 and 2.5 years, respectively. USAA has been a godsend for me as they are helping me become financially responsible.

USAA is very big place and I'm sure there are always complaints, but for me I'm happy. USAA always stresses how important all military members and their families are to us. Not a day goes by where we are not reminded why we are here -- the military and their families.

My co-workers and I are always thanking our members for serving and doing our best. USAA is great place to work!

jstbg1s
#23809

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.

Anonymous
#14110

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.

Anonymous
#13348

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.

Anonymous
#12859

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!!!

Anonymous
#11663

I have USAA in AZ currently.