Customer ReviewsforUSAA

I've had USAA for about 5 years and ended up cancelling them today. The beginning of this year they almost doubled my premiums (****) for no reason and did not notify my about it. In addition to that, they double billed me for 1 month, and it took 3 separate calls, and about 4 hours of my time to get it corrected. Then about 4 months later the card I used to for auto payments expired, and they did not send me any notification that the payment wasn't going through until I got a letter in the mail 3 days before cancellation. They then charged me $30 in late fees, and additional charges that they could not adequately explain to me what they were for.. Not only are they way over priced, their billing and customer service is horrible.

Dear *************************,

Thank you for sharing your concerns with us.

Please know, we escalated your feedback to the appropriate member advocate for additional review, and they will follow up with you directly in the next few business days.

Your membership and feedback are appreciated.

Sincerely,

**************** 

I have been a member of USAA for over 14 years and I just had my policy cancel for being late on a couple payments. I had some financial issues and was unable to pay the bill on time and was overseas but when I was able to, I paid over 1400$ to pay what I owed even tho my policy still was canceled. I then called to get another quote like I was a brand new customer. I got the quote which for 4 drivers was $800 a month approx. This is highway robbery and USAA should stop acting like they care about veterans as they only care about money. The cost of this insurance is unacceptable. I will never go back to USAA from this point on. When I talked to the agent and tried to pay the $800 to start my policy again I got hung up on. Then when I called back they told me I owed another $662 on top of the $800 if I wanted to get my policy back. I will not be giving this company my money any longer. What a disappointment!! USAA is not a veteran friendly company and I will be sure to let my fellow veterans know that there are much better options out there and we owe no loyalty to USAA as they do not offer anything special that you can't get at other insurance companies for a fraction of the price. What a disappointment

My family has had USAA since my dad did his service in the '50's. **************** always set the ********************** apart. Well, the customer service aspect has fallen apart. It stinks. It is no different, perhaps worse in fact, than other companies. And it rides completely on its name and its old reputation to keep customers. Well, I'm done. I'm going to explore other companies, and hopefully I'll be gone from USAA within the next 6 months. I'm not going to let inertia keep me with USAA. Customer agents don't know what they're doing often, the website doesn't allow you to do simple things like find existing claims (as they always send you to the app, but I prefer to type on a computer!). I'm amazed seeing that USAA is not even BBB accredited, and has a crappy rating. Actually not so surprised. Just ratifies what I think has been happening.

Home Owners Insurance.USAA is Horrible. I been with them for over 10 plus years. Way to treat me as a loyal costumer. I put in a claim on August 1, 2024 about my balcony collapsing from the front of the house. I have called over and over for my adjuster to contact me about this urgent matter do you think they have contacted me back nope. They kept on giving me the run around talking to multiple agents and still havent sent no one out to help. It is August 19th. I got another company to fix my balcony. I will be finding a new insurance company. Beware USAA stay far far away.

Dear *******,

Thank you for sharing your concerns with us.

Please know, we escalated your feedback to the appropriate member advocate for additional review, and they will follow up with you directly in the next few business days.

Your membership and feedback are appreciated.

Sincerely,

**************** 

Your interest rates are to high compared to other banks.Your car-home and boat insurance was hundreds and almost a 1000 more a year compared to other insurance companies you should be ashamed you dont help military families at all.I have perfect driving record and 56 yrs old.I also trying to get a car loan and your rates are higher than any bank i tried and i have 15000 down and 750 credit score.So im way under book value of the car im buying.

Dear Tracy Petersen,

Thank you for sharing your concerns with us.

Please know, we escalated your feedback to the appropriate member advocate for additional review, and they will follow up with you directly in the next few business days.

Your membership and feedback are appreciated.

Sincerely,

Thomas M. 

USAA is no longer an ethical company. I will have to file a compliant with who ever covers complaints with insurance companies operating in CT. The adjuster came and I have not heard from them yet. Neither has my contractor. I have been ghosted. USAA depends on the loyalty of active duty serve members and veterans for a long time. Now it's time to leave. USAA does not care about your service to our country. They want you to pay premiums and ignore you. Please take your business also where. You'll be glad that you did.

Dear *****************************,

Thank you for sharing your concerns with us. Please know, we escalated your feedback to the appropriate member advocate; for additional review, and they will follow up with you directly in the next few business days.

Your membership and feedback are appreciated.

Sincerely,

*******

USAA has lost a lot of value and trust over the last several years, especially in their insurance offerings. I've had USAA for auto insurance for over eight years (since joining the military) and believed I was getting the best value and service for every dollar spent. However, since at least late 2022/early 2023, I've noticed drastic increases in my insurance premiums every six-months. In August 23 it was about $1250 for two vehicles - February 24 it was $1350 - now (August 24) it's $1650. I've adjusted policy coverage several times (lowering comprehensive and/or collision coverage, getting rid of car replacement coverage, etc) to decrease the premium, but it just keeps getting higher. I don't have specific numbers for anything past 2023, but I know these increases have been happening steadily since at least 2021. I haven't had a ticket or filed a claim in years. I've kept USAA as my insurer for so long because I had assumed it was the easiest, "military friendly" option with great discounts (according to USAA, my upcoming policy renewal should cost $2600 but they're only charging $1650 after generous discounts...). After some initial quotes/shopping around for same coverage, Costco (through American Family) policy is at $1350, Progressive around $1300. I recommend shopping around. USAA may have some great expert reviews, but it’s not worth the hundreds, if not thousands, of dollars I’ve overspent on insurance premiums over the last several years.

Dear Captain Rifaat,
Thank you for sharing your concerns with us. Please know, we escalated your feedback to the appropriate channel for additional review, and they will follow up with you directly in the next few business days. Your feedback is appreciated.

Sincerely,
ANTHONY

I asked USAA For a payment extension because I fell on hard times. they do because I was already on a previous plan that I did not follow through on. I called and spoke to several different representatives than supervisors or leads and pretty much was not helped at all. I was pretty much ???????? ???? just to keep paying all of these amounts of money with no solution or i am a single mom I have come out of pocket $800 $500 and it’s still just wasn’t enough. They weren’t willing to help with anything. I was always called asking for help to see if there was any other way that I can get the payment down to where I can get back on track, there was just nothing. A lot of things were not explained to me. A I spoke to supervisors on coaching their reps on explaining things thoroughly and it’s entirety to their consumers. I’ve asked them to pull transcripts and relay what was said to me during the days that I’ve called I’m only getting everyone word of mouth they can’t prove to me what was told to me they cant send me what told me so I’m very unsure on why the automated system say that calls are recorded and monitored if the consumer cannot go back and listen to what was told if what was told to the consumer was wrong or right the consumer should have the right to hear what was told to them during the call especially if it’s the reason why the consumer was put in that hardship in the first place by not being explained properly It was never explained which why I no longer have this insurance anymore. I do have a better insurance now I just would like to explain my experience with USAA I have never had a hardship before with them, but my first hardship I had with them and was not able to pay They had no solutions for me very poor experience and i would not recommend USAA to anyone I was never handled properly and with care and USAA does not have any proper protocols for their consumers if they fall on hard times.

Dear Yonnashae Newsome,

Thank you for sharing your concerns with us.

Please know, we escalated your feedback to the appropriate member advocate for additional review, and they will follow up with you directly in the next few business days.

Your membership and feedback are appreciated.

Sincerely,

Thomas M.

USAA supposedly has a great reputation. They certainly are great about charge a $2 fee for paper documents and penalizing if they don't get their money on time. I've not had to use their services until recently and suddenly, within a 6 week period, I had to file to home owner claims. Their customer service has been atrocious. With a recent water damage claim, I called and they said they'd send a mitigation team out with 2-5 hours. 3 days later, no mitigation call. I finally had to get that ball rolling. In the meantime I stripped out carpet and padding and moved furniture to avoid mold and further damage. In doing so I probably saved them thousands of dollars in damage. But oh, I still will have my $1000 deductible. EVERY step of the way has been like pulling teeth. Getting the services paid for is like pulling teeth. In a stressful time, dealing with them has made the whole process so frustrating. They don't return calls in a timely manner. I am already shopping for a new provider. Buyer beware of you use USAA.

The company slogan of support of military service members is false advertising. Insurance rates are extremely high. **************** is terrible I received attitude and long wait times. I canceled my policy and was still automatically billed. I was told the system that controls this cant be changed.

Dear Airman Keith,
Thank you for sharing your concerns with us. Please know, we escalated your feedback to the appropriate channel for additional review, and they will follow up with you directly in the next few business days. Your feedback is appreciated.

Sincerely,
ANTHONY