ComplaintsforUSAA
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Complaint Details
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Initial Complaint
07/29/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I was in involved in a bad accident on July 16th with my car got totalled from. When speaking to my insurance company USAA I told them to please from now on speak to my daughter regarding the claim, payment, questions, paperwork, etc. And, for some reason they are refusing to speak to her and I am frustrated and confused about what is going on. When I try contacting them, I don't get a response from the adjuster to even her manager.Business response
08/08/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.Initial Complaint
07/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had called my insurance and told them I wanted my same policy back and was informed I had renters and car insurance now I went to file a claim on July 5th the lady stated hey make a payment on your account and I can start ur claim take note I spoke to 2 people who informed me I had renters insurance now they are telling me I have coverage on my jewelry only and I never signed up for that and been paying on it for over a year.Business response
08/08/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.Initial Complaint
07/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We made a claim to USAA 5/24/2024 on our 2020 ****** NV Passenger Van.After they received a quote from the body shop they decided to have the vehicle classified as a total loss. The initial settlement was at $41k and some change. After explaining that when we purchased the vehicle we had 4 wheel drive installed by a legitimate ****** Dealership Service Shop which enormously increased the value as it is in high demand. We were told to send in the receipt so it could be re-evaluated which we gladly did. We received a call from the agent that she had "good news" that the new evaluation showed that the net was now $65k. We deemed that as fair and signed over our van.About 2 weeks later I received a call from a new agent. He told us that ********* had been promoted so he was now working with us. Well he then proceeds to say that unfortunately a mistake was made and that the net amount was being dropped to 49k and some change. Of course we were not happy being told one number and now expecting that only to be told it was going to be significantly less.All documentation will be attached.Business response
08/08/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAAInitial Complaint
07/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I created an account in USAA in 2021 and looking for for auto insurance services. Which I dont remember If I try to get a quote or something. But I remember I just logged off, but then when I logged back again, there were already issue with me me receiving services from them for no reason. I tried to call them but they can't help me because they said there was relation problem history which I dont even remember or even think ive done something wrong. All I did was create account to see their auto insurance services. And now they can't provide me services for no reason. All I did was just created an account to check their auto insurance and they came up with a reason to stop providing me services which who knows what I did wrong. Hoping to get this fix when filing complaints.Initial Complaint
07/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My daughter and I have been trying to sell my deceased husbands truck. We got the run around with payoff and then they sent he loan to a debt collection agency even thought the loan was current. I had to pay the truck loan off so that it was clear. USAA said we would get the title in a couple of weeks. My daughter checked and now they say they are waiting on the debt agency to let them know it was payed off. Then in 30 days they will sent a letter out and then we can get the truck title. The title is legally mine now that it is payed offBusiness response
08/07/2024
Thank you for forwarding this inquiry to our office. Member concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view; however, we have provided the attached response from USAA.Initial Complaint
07/25/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I called USAA on July 13th, 2024 and recieved a call from ***************************** on the 15th of July 2024. My claim number is 046017944-800. She wanted me to file a false police report that my jewelry was stolen, not lost, which would have been a complete lie.I lost my wedding set and bracelet at the beach, and I noticed it once I had gotten out of the water. My other bracelet is badly damaged from being bent. It was caught up in the net we were using to catch shell fish in. This was on July 12th 2024. I filed the claim on July 13th 2024. I explained all of this to ***************************** who became argumentative and very unpleasant to work with. She requested receipts and pictures of my jewelry, and I had to go to the repair Jeweler several times to have Mr. ***** give me a statement in writting.On July 24th 2024, ************************* called me at 4:45 p.m. She was rude, talking over me constantly and tried to say that I stated something entirely different during the phone call dated July 15th 2024 which is untrue. I stated that I lost both my wedding ring set and one of my bracelets in the water at the beach and my other bracelet was damaged in a fishing net we were using. I assumed that salt water may have helped damage it because of how much it bent and how it broke into pieces. USAA representative ************************* was argumentative, repeating over and over again falsely that I said I had both bracelets and that they were damaged. I repeatedly told her that wasn't true. She kept asking me the same question claiming it was for the time line and I answered it the exact same every time. The entire time that we were on the phone, she kept talking over me and trying to put words in my mouth that were not spoken, even laughing, to the point that I became upset and hung up the phone. I have recorded conversations with everyone that I have spoken with and I am more than willing to provide additional information as need in high detail as not all of the complaint will fit within this form.Business response
08/07/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.Initial Complaint
07/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Subject: Urgent: Request for Supervisor Contact Regarding Claim Dear USAA Claims Department,I am writing to express my deep disappointment with the current handling of my claim. The USAA chat communication has been down for the last few days, adding to my frustration. The only communication I have received was from the adjustor who came to check the roof and property. As I sit in my home, I continuously see damage from *****. I feel that USAA is not taking my claim processing seriously, as no one from the third party claims department has reached out to me by phone to get more information on the situation with my home. It has been over ten days, and I have not heard from anyone from USAA. I have to continue calling and no response from ******** or supervisor. I am very frustrated with this whole claim process. I would in- house supervisor or in-house adjustor to contact me as soon as possible to resolve this issue with my damages.Thank you for your immediate attention to this matter.Sincerely, ***************************Business response
08/07/2024
Tell us why here...Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAAInitial Complaint
07/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On May 10, 2024 I filed an insurance claim with USAA. My RV was declared a total loss. On July 5th USAA (Claims Side) paid USAA (Banking side) the loan balance in full. I have now been contacted by USAA Debt collection, stating I still owe money for the loan that was supposedly paid in full. When I reached out to try and resolve the issue, I was handed from one person to another and told that I would have to be responsable for contacting the Claims side and working it out. Until then I am still being charged the balance plus interest (Accruing daily). This seems like a fraud to me.Business response
08/07/2024
Thank you for forwarding this inquiry to our office. Member concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view; however, we have provided the attached response from USAA.Initial Complaint
07/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been having medical issues for the past 6 months and have been having a hard time paying my bill on time. I had submitted a request through my bank to submit payment on 07/19, which usually goes through the same day.Due to the ********* outage on 07/19, payment was delayed until 07/22.Policy was due to be cancelled on 07/21.Could not cancel payment with bank as it was already processing and could not reverse. Called USAA on 07/22 and was hung up on when I requested a supervisor. Second call, talked to several representatives (******, *******, and ****) who told me that they could do anything since it was not USAA fault and hung up on me.Reached out a 3rd time and spoke with **** (representative) and then ******* (Supervisor).Payment finally processed at 11am MST.*********************** sent a message up to a Director to get over-ride and stated that she would call back.?Called back on 07/25 and spoke to Rep ******* (again), no answer and was advised to call back the next day.?Called back on 07/26, Rep ***************** up on me. Directly called back and spoke with Rep ****** USAA decided to uphold the cancellation and had to process a new insurance quote.There should have been an exception in situations like thisBusiness response
08/06/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.Customer response
08/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*******************************Initial Complaint
07/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We had a claim on our vehicle. My husband had scraped the side oy my car with a mailbox. After several days, they said they were going to salvage it. We were given a rental car for 30 days per our auto policy. We challenged the salvage claim and after we complained to the ** insurance board, USAA decided not to salvage the suv. My husband talked with *****, a supervisor and discussed the fact that we should get another 30 days because this was a new claim as far as we were concerned and it was the insurance companys fault that the original claim took so long.He agreed that we can have another 30 days so we kept the rental car on June 25th. We received a call on July 23 from the rental company and found out USAA had withdrawn all of the funds for rental except for $30.00 which was the amount remaining on the initial claim. My husband called ***** on the 23rd twice. No return call. Today, the 24th, he called again. We turned the car in today and paid the $890.00 now due. ***** finally called back and after some discussion, ***** said that he and my husband had NEVER discussed the rental. Not true. We want our money back.Business response
08/06/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.
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Customer Complaints Summary
4,110 total complaints in the last 3 years.
1,408 complaints closed in the last 12 months.