Complain about a product or service

USAA Auto Insurance

Jennifer of Castorland NY (08/18/08)
I was involved in a head on collision with a 4 wheeler on June 29, 2008. I called my insurance company, USAA. USAA refered me to their body shop C&F Auto. After C&F Auto had my car for a month and a half and called me 3 seperate times claiming my vehicle was done(which all 3 times there were still major issues) I finally took it back due to the fustration of them not fixing my car to the way it was pre collision. The other person involved in the accident recieved a ticket. I did NOT.

Just today after me MYSELF making calls to Progressive and USAA liability was found to be the other drivers fault. I at this time have a car in my drive way put together with zip ties and touch up paint. I am waiting for an adjuster to come to my house to determine if these issues are related to poor workmanship...zip ties!

The adjuster called me and told me that the poor workmanship on my vehicle is my opinion and he will address the issues tomorrow. I was also told by USAA that they can not guarentee that I will have a vehicle to drive when mine goes BACK into the shop to be properly fixed because my policy only covers 30 days of rental vehicle use which was sucked up by the shop of USAA's choice.

Kevin of Port Orchard WA (06/24/08)
I got into an accident with a USAA insured. Mark Burski was the claims person. We discussed the accident, he taped my statement. He tried to get me to accept 100% fault which I denied. I said 50-50 and he said absolutely not. I then requested a statement about the accident from thier client and he said that you will not get. I said what about my statement? He then said You SUPPLIED me with your statement.

He finally agreed to take 35% fault for his client and then sent me a letter accepting that. The letter also stated that a check was being mailed in a Few days for approx. $2549. That was May 22. It is now June 24th. I left many messeges with his manager, Ms. Billingsly with no reply and with him with no reply since. I finally threatened a Better business complaint and Mr. Burski called me today. He started playing his games again saying the reason he didn't call me back is I didn't leave my number. I asked him how did he call me today? (Some people are not as smart as they think they are).

He then said I've always had your number but you did not leave the claimn number when you called. (More games). This company has many different complaints online mainly from thier own clients! If you need to deal with this company, you should get a lawyer.

I have not gotten a check from them. Mr. Burski's continous intimination/harassment. Unethical practices from the company. Ostrich upper Management.

Kathryne of Cardiff CA (06/06/08)
I had an accident, not my fault. The car was totalled. Could not get a fair price and after all thatI fed-exed them my title and voided check to deposit directly into my bank. It has now been 4 days and nothing. They told me that the info came a day later. Not true, i had the fed ex number and called.

Physically I am injured, just had back surgery.

Kara of Arkansas City KS (05/01/08)
I was hit from behind while parked on private property. I have had USAA for several years. The driver who hit me and I called the police and they came out and filed a report. We did not call insurance companies, but rather gave each other info. My 3-year-old daughter was in the car too. I reported the incident to USAA and they handled it. I called Elle in CA, my adjuster, and she called me back right away every time! The situation was handled very quickly. They sent a damage assessment person out the next day too.

My daughter and I were not injured and I told the truth, that we were fine. I did not need to sue anyone for any reason, accidents happen. I am sorry that everyone has had such a hard time, however, it was pretty smooth for us. Car accidents are never fun, but someone on here gave great advice, to call the top dogs and get your file closed quicker! Good luck! Also, sue for the right reasons, if no one is helping you, not just for a quick check!

Back bumper fell off. Paint on rear right panel was scratched. Light was broken.

Denise of Tucson AZ (04/08/08)
After being rear ended by USAA client, it was a nice day, no sun in my eyes; it was a perfect spring day. No radio on, windows were down. 2 cars in front were stopped as was I. The SUV I was driving was hit from behind, I pushed harder on the break and looked up to see a female holding what looked like a cell phone in her hand and a look of surprise on her face. The woman hit me hard enough to push me about 6 feet. I did not hit the car in front of me. Within about 2 seconds there was a 2nd SUV that hit the womans car knocking it into me a 2nd time. However this felt merely like a tap- . Police were called on scene; the woman to my knowledge was cited twice. About the same time the office secretary came to the scene at my request the womans husband was also getting there. The husband was yelling at the woman to shut up as he did insurance for a living and knows what to say that he will get her out of it The woman asked if I was ok as she walked past me, not waiting for a response.

The womans car had to be towed as the front end looked completely smashed in. the back of the car was dented but would not prevent the car from being driven as she was able drive it to a parking lot. I was driven home as I had an instant migraine (I do not suffer from migraines, I have had one or 2 during my 43 years) I was sick, to the point of vomiting most of the night, had maybe 3 hours sleep and woke very sore with a throbbing headache. I did call USAA and ask about medical but USAA would not answer questions until I made a statement. I was asked before the recording all types of personal questions about my driving record and health information and the accident. Then during recording of statement the adjuster would cut me off and not let me finish my statement leaving it only to what the adjuster wanted on tape. ( I felt unheard) then adjuster would not allow me to ask questions during recording-about my injuries. I stated that I had a migraine from accident and the woman stated that I suffer from migraine. I said no, I did not but she refused to hear me and kept talking over me and cutting me off.

Adjuster stated; USAA will not pay for any damage to my person, you have to sue your car insurance, it isnt our problem, it is yours?. I did not have medical, am still in pain, have an on going headache, cannot loft anything over 15 pounds, have trouble with numbness in my arm and constant pain in the lower back and at the base of my skull. NONE of which I have had before. I have no health coverage and cannot afford to seek medical attention, nor sue the insurance company for damages to my person. Any help is appreciated.

Also- I over heard the person who hit me her husband telling her to shut up- he knows insurance he did it for a living and knows what to say and do to get out of it I tried to tell the adjuster this but she just kept cutting me off not allowing me to make an accurate and full statement. I have no health coverage and cannot afford to seek medical attention, nor sue the insurance company for damages to my person. My husbands Expedition has over 2500. In damages and they would only provide a check to fix it for 1400. Additional information can be supplied when needed

Christopher of Stow MA (04/01/08)
A USAA customer totaled my wife's 18 month old Prius. After reading the comments on this site about USAA I was very nervous whether we would recover our losses. Turned out to be a needless worry. USAA settled almost immediately at a fair price and reimbursed us in full for all miscellaneous expenses within 15 days of the accident.

Julie of Madera CA (03/02/08)
My car was hit in a Wal Mart parking lot in Modesto, CA. and the women that hit my car stated there were previous damages done to my car, which was not true. I called into my insurance company and stated there had been an accident in which I was involved. My policy had lapsed within the 24 hour time period. I then reinstated my policy and the car was hit again. I called into report the incident but my insurance company would not pay due to the fact that the woman said there were previous damages done to the vehicle. USAA took 4 months for an adjuster to come out and even look at my vehicle. The investigator never came out to speak to me. He went to the woman that hit my car for a statement. Her insurance company stated I was at fault for the accident and my insurance rates were raised for 5 years. My credit union was not notified of the lapse of insurance.

I have been battling USAA because of the adjuster taking 4 months to come out, not notifying my credit union and their customer service believing this other party. I did not receive any payment, nor did I want any since they said I had no coverage because of policy lapse. I had faith in my insurance company when I reinstated the policy. I did not file any paperwork because the insurance company scared me into thinking I was being fraudulent. I have been going to court for 4 years in regards to this. I am looking for other consumers that have had this type of incident with this company USAA. I am getting ready to file a class action lawsuit against them I will also be looking for an insurance attorney that will be involved in this suit. I am also going to the media. I am sick and tired of USAA pushing people around. They have the deep pockets to do it. But, at whose expense? I never received a penny for either incident and I never filed anything in writing. However because I called in the first incident with a lapse in policy they denied the second incident. I feel like a gave my money to an indecent manipulative auto monster. They go after people that receive nothing for insurance fraud. This has cost my family by now over $20,000 in lawyers fees both criminal and insurance lawyers. I am fed up.

Colleen of Madison WI (02/22/08)
On Feb. 3rd, I was involved in an accident with a USAA customer. I was coming up to an intersection on the through highway that I was on that had flashing yellow signals, and was forced to slam on my brakes to avoid the other driver who had started to cross the intersection even though he had a flashing red signal and had more responsibility to observe and yield to oncoming traffic. I did what I could to avoid hitting him and ended up with $2500 worth of damages to my front driver side and no damage to his truck. I wanted to call the police, but he stated that he had been drinking and since he was in the air force; it wouldn't look good for him to get a dui. He swore he would pay for the damages, but when he found out the estimate, we decided that he would go through his insurance. Each time I spoke to him, he said that they told him that they would pay and that all they were going to do was take pictures of the cars and take our statements. They took pics of his truck, but no one came to take pics of my car. As for the statements, mine was more of a fishing expedition because the second she heard that I had a flashing yellow signal, the claims lady drilled me on what I did to avoid the accident. If she asked him why he proceeded to cross the intersection even though if he would have looked to his right, he would have seen my car approaching...that was a factor that didn't matter to her. That question would clearly show that either he wasn't paying attention to traffic or he has no regard for human life or the safety of others because his reckless action put someone else at risk of getting hurt or killed.

It was clear that everything else I told her wasn't relevant. I was told by her that the investigation would take 3-5 days and that I should just go and get my car fixed. (I gave my statement on a Fri. late afternoon, and the other driver gave his the following Monday.) The other driver told me that he told the truth in his statement and still admits that the accident was his fault, but I received a letter denying the claim stating that I failed to yield-- a letter that was dated the same day that the other driver gave his statement. That wasn't even a day's worth of investigating. It is clear that their claims process is completely unfair and biased and motivated by greed. In a court of law, a judge usually accepts a defendant's guilty plea, but USAA ignores whatever information that should result in a payment. When I told him that USAA denied my claim, he said that he would call them to see what happened because as far as he knew, they were going to pay. He said he left a message, but they haven't called him back yet.

My car has to be totaled out because the damage exceeds what the car is worth. I can still drive it, but I am missing a front headlight because it was smashed from the impact.

Linda of Adkins TX (02/17/08)
As a long-time licensed claims adjuster for USAA, I want to help anyone with a legitimate complaint against USAA or any other insurance company. You will get much faster results if you will simply contact the insurance commissioner or department of insurance in your state. Please believe me. This is much more effective than hiring a lawyer. Insurance companies hate to get turned in to the insurance commissioner. It costs several $100 to handle each complaint, it is free, most states have toll-free phone numbers, and in some states I believe you can file your complaint over the phone. Sometimes simply the threat of contacting the insurance commissioner or department of insurance is enough to get your problem solved. It also gives the state an accurate picture of how insurance companies are performing. I promise you that if your complaint is legitimate, you will get satisfaction. You can also help weed out lousy adjusters and rude employees.

I can tell you from experience that at USAA, top priority is given to complaints that have been turned in to the commissioner or department of insurance. Your file goes to the top of the stack on a manager's desk, gets top priority, and there are severe consequences against the company if the company does not respond by the end of a very strict deadline set by the department of insurance in your state. I sincerely hope this information helps everyone. But you must act promptly, and know the statute of limitations for your state.

Amy of Prairie Village KS (01/02/08)
I have had auto insurance with USAA since 1975. My car was stolen. They told me I had to wait 15 days. I rented a car. After 15 days, they established that it was a total loss. At first, their offer for my car was at least $2,000 less then what the car goes for in the same condition in my town. I bargained with them, sending them local ads, and they went up $500.

Once the offer is made, they restrict your rental car to a few more days, despite the fact that I still have not received payment. I have spent $500 out of pocket expenses on a rental car because they don't pay for it once they have made an offer. Then, the worst, was that they said they couldn't send me a check until my paperwork for power of attorney had been received by them. I had to wait for them to send it to me, first. They LIED and said they sent it Fedex on Dec. 14. Found out that they sent it regular mail on Dec. 17th, even though I called daily for updates. I sent them an overnight package with the documents they needed. I have a used car I purchased and can't pay title and tax until I receive their payment for my car. I just received notice that they paid off what was left on the loan, but alas, still no check for me in the mail. You can never reach anyone, only voice mails. Slowest payment ever. My car was stolen Nov. 19th. I am still waiting for payment.

Justine of Keller TX (03/30/07)
We have been clients with USAA for over 20 years -- with very little if need of use of that coverage.. Thousands of dollars... Early 2006 our monthly payments were $350, then we put our son on the policy - granted I had an accident, my husband had an accident (first incident ever) and then our son had two accidents and a few tickets... First time driver and just a little challenge at being a perfect driver. I understand the increase of payment but they increased my monthly to $650. Now my youngest son is on the policy - though no tickets to his name - my cost has gone up another $200 a month. My annual premium is now above $1,000 a year.. What are they thinking. We have been good customers for years and now they are laughing all the way to the bank. Afraid to change but.... This is stupid and should be against the law.

Jeremy of Lilburn GA (02/27/07)
I was involved in an accident on January the 19th. I was rear ended by a driver insured by USAA and pushed me into a car infront me. On the side of the road, both me and the other driver hit spoke with Amber from USAA on the phone. She set up the other drivers appointment at the body shop and told me she would give me a call back that afternoon with a place and time to take my car. I recieved no further call from her. When I got home I had neck pains and my head hurt and my vision was a little blurry. I called USAA to see what I needed to do as far as medical attention but all I got were voicemails. I proceeded to go the the hospital and was diagnosed with a mild concussion. On Monday the 22nd, I took the day off of work to take car of anything with the car. I called Amber and was told I was being transfered to another adjuster, Bill Newton, and that I needed to call the body shop and rental place and set up times for my car.

Bill Newton called me shortly after and told me he was sending paperwork for me to fill out and send back to him and he took some statements of what happend and the call was over. It was a week before I ever recieved his papers. I filled them out, sent them back and he confirmed they had been recieved on the 14th of February and gone to process. These forms were for my pain and suffering, wage loss from work and diminish vehicle value. As of today, the 27th, I have not heard a single word about any settlements yet. I called Bill yesterday morning around 11 a.m. and left a voice message along with a claim number, my cell phone and work number and reason for me calling yet he has not returned my phone call.

 This has happend several times, if I call he nevers answers and never returns my phone call same day or even next day. I have to call several times. He shows no care for my situation and when I originally brought up my concerns for the car being repaired to be safe after the extent of damage on the vehicle (repair bill was a little over $8,000) he told me that if I had any concerns on the safety to take it up with the body shop, it was not USAA's job to insure the safety standards of the vehicle. I feel my treatment is unfair, I do not understand why it is so hard to get any answers or return calls from them. I do not understand why the other two drivers in the accident (both the at fault and the other one hit) had their body shop appointments set up on the side of the road after the accident yet I had to wait till Monday to know anything and I had to call and set up my times for the car.

I surely hope USAA treats its customers better than it treats the ones who have been hit when their driver is the one at fault.

Chris of Annapolis MD (02/12/07)
USAA offers a free Web Bill Pay service where you can make payments online, BUT what they don't tell you is that it's not their problem if a payment scheduled online doesn't reach the payee on time. Last November, we received a late fee notice from our mortgage company because our payment wasn't received on time. The mortgage company considers a payment late if it's not received by the 16th. Since we don't have a local USAA branch (they're only in TX), we had to overnight our paycheck on the 15th so we scheduled the payment for the 16th to ensure we had the funds in the account. The funds were there...but USAA didn't send them electronically, instead cutting a check and MAILING it so the mortgage company didn't receive the check until the 23rd.

We incurred a late fee of nearly $200 and this incident is a blemish on a very clean credit report...all because USAA didn't get the check there on time. If I had known this was how they'd operate, I would've just overnighted a check to the mortgage company myself...which is what we'll do from now. USAA supposedly offers a $50 refund for such incidents, but they're claiming our payment was scheduled during the grace period so it was technically already late and that is OUR fault. Nevermind that we wouldn't have had to pay $200 extra if they'd gotten the check there when they promised. Their customer service sucks.

Anne of Oak Harbor WA (02/08/07)

My family and I have been USAA members for 15 years. We are also members of the Eagle Point Rewards Program linked to a Mastercard. The points program is pretty basic; spend a dollar on the Mastercard and earn a point. The points can be redeemed for air travel, car rental, products, etc. I decided to use 20,000 points for car rental with Hertz and Avis (10,000 points equals a $100 off voucher). I attempted to make the reservation online at Avis using several senarios to get the best deal. What I discovered was that using the voucher caused my base rate to increase $50. Making my $100 off voucher only worth $40+/- after fees.

I contacted Avis to confirm this practice and the rep said it was a standard practice AMEX and other large businesses. I also called USAA and voiced my opinion via a complaint. USAA pretty much said nothing and referred me to an Avis rep. I fault USAA for choosing poor business partners and myself for keeping this credit card with its not-so-good interest rate simply because I thought the points program was worth it.

Nicole of Inwood WV (01/15/07)
A USAA customer hit my Audi Conv. in a parking lot and left. A witness wrote down her license plate and gave it to me later. She hit my parked car so hard that part of my grill in the front went over 100 feet. She left the scene and I had to have the police hunt her down. She was fined for a hit and run. I had to pay for a police report to get her information!

USAA is refusing to pay for new parts on a $58,000.00 Audi!! They want them to come from a junk yard. They were so gracious enough to give us a whole 20 dollars a day for a rental. In Northern VA where we bought our car from, that is enough to rent a motor bike! We have had a fight with the company since this woman hit and run. They are VERY rude, never return phone calls, and outright laugh when we mention our loss and want paid.

As self employeed individuals we have lost a lot because of this woman. Who knows when and if we see a check. I would never reccommend this insurance. Very rude and they will not pay up. We feel backed in a corner.

Jessica of Waldorf MD (01/09/07)
I was involved in a 3 car accident. I was hit from behind and pushed into a vehicle in front of me. When it first happened I called USAA, that is the insurance of the driver who hit me. The days after were horrible, it was impossible to get a hold of the agent who was assigned to my case, I called several times and left several messages and never got a call back. I made a recorded statement saying I was pushed into the vehicle in front of me, the person who hit me made a recorded statement admitting he pushed me into the vehicle in front of me, and I have a police report saying i was hit into the vehicle in front of me. But the person in front of me said to the insurance that I hit him before I was hit.

He is clearly lying, and suddenly he is trying to claim personal injury to himself and two passengers, (even though there is a mere scratch to his vehicle, not even any significant damage to prove a hard impact) but instead of investigating, they are using his statement as a way out of paying for the front end damage to my car. They wont give me a rental or anything. It has been 3 weeks and I am still without a car. now I have to file though my own insurance, and pay the deductible that I might not get back.

This whole situation has cause seriuos stress. Constantly calling them asking them questions such as how they can tell me the accident was my fault when I was in the middle. And after all this, I got absolutely nowhere. The flat out told me they were taking his word over mine, and I was told the police report was only a tool in the investigation, and it is not what they go by.

My car has 11, 000 worth of damage from an accident that I had no fault in, and I have to pay my deductible (which I may not get back) because USAA refuses to fix it based on one persons statement, ignoring the police report as well.

Karen of Woodbridge VA (12/18/06)
I was involved in a major accident in Alexandria, VA with uninsured motorist who was driving his friend's car. I also had a passenger. My car was not drivable, it was leaking fluids and the driver and passenger air bag was released on impact. I contacted my insurance company (USAA) and my car was towed to Collision Pro in Woodbridge, VA. I was told initially after the preliminary report that it would take about 2 weeks for the repairs of my car as long as the repairs was not over $10,500. When Collision Pro sent out the preliminary report, the cost was $8300. My car rental allowance last for 11 days. Thereafter I was given several dates when my car would be ready. AS OF DECEMBER 19, 2006, I still do not have my vehicle.

I contacted USAA since Collision Pro is contracted by them to find out why I keep getting the run around. Dealing with USAA is a nightmare...My husband and I tried contacting the adjuster several times but she would never return our phone calls. Finally, I made a complaint and got the supervisor of the adjuster on the phone. I asked the supervisor when deciding if a car should be totaled, does USAA factor in the time that owner will be without their vehicle plus damages to the vehicle seen and not seen. The supervisor called Collision Pro and called me back his exact words "you will have your car in 8 days."

I called Collision Pro the next day and spoke to the Manager, he said that he did not know when my car would be ready because he had taken the engine and the transmission out and they were cutting the fenders out. I asked the manager at Collision Pro did he check the engine and the transmission because it was not drivable after the accident. He told me that car had been disassembled and he want know about the engine until the car is assembled. I think you would check this during your preliminary assessment. The cost of repair as of December 12, 2006 is $9,300 to only the body, excluding the possible damages to the engine or transmission. I have complained to USAA about the handling of my car also not paying hospital bills for my passenger who was injured in the car accident and USAA have ignored the situation.

Kathryn of Osprey FL (11/29/06)
While stopped for a bridge opening, I got rear-ended. The car that hit me caused a lot of damage to the rear and quarter-panel of my car, along with the front end where it shoved me into a cement wall.

What I nightmare I had dealing with this company! I have been insured with USAA for over 25 years, and have unfailing sent them a check every month to insure numerous cars, boats, and rental units. It took them over two weeks to call the car totaled. Then they would only give me $1000 on a car that I had just rebuilt the engine on. When we asked what exactly we were supposed to buy with $1000 that had a new engine, new tires, T-tops, and had been reupholstered, we were told that was our problem.

I faxed in over $5000 in receipts for this car, but because we did the rebuilt job ourselves, we were told the receipts were simply maintenance. They would not simply start the car and see that it ran like a top, nor look at the tires to see that they were nearly new. So, I, who did nothing wrong, am currently out of a car, and now have a whopping $1000 to pay for a new one. Bluebook put the car at closer to $3000 without a new engine, but USAA said they don't go by Bluebook values.

Apparently, they just pull a number out of a hat, and that's what you get stuck with. USAA will of course collect from the other persons insurance so they will be out nothing. Oh, and I had full coverage on this car for over 10 years. But I did not have a replacement clause on the policy. So they were happy to take my checks for full coverage for 10 years, but when it came time to pay up - well, good luck!. Like the other gentlemen stated, I figure I have sent them $25,000 to $35,000 since I have been with them with one claim in 1982 that they paid $800 on, and perhaps four tows since then. We only got the rental car for 30 days, even though it took them 3 weeks to tell us how much we were getting. It took 32 days for them to FINALLY send our $1000.

Their adjusters NEVER answer the phone, and when they finally call you back, they act like they are doing you a big favor. Rude, insensitive, and unprofessional. I will switch to another company as soon as I can, and get the cheapest coverage I can, as the more expensive insurance does absolutely nothing for you. I am so disgusted with this company. All my years with them meant absolutely nothing when it came time to make a claim. Buyer beware - you won't get anything from this company except the minimum they can pay. And unless you get a lawyer, that is what you are going to be stuck with.

Michael of Tigard OR (04/18/06)
A woman hit my parked car and left a note admitting fault. We called the number she left and tried to work with her and her husband with regards to the damage. They told us to go get some estimates and call them back. We went and got two estimates and called them back with the amounts. They said because of the dollar amount, that they will now turn it over to their insurance. They turned it over and then the hell began. They sent out someone to estimate the damage made to my car and first off, they were supposed to let either me or my husband be present; which they did not do. Then, they later come back and said it was just a scratch and the damage was an insulting $34. The actual damage was at least $400 (the lowest of the two estimates we got).

We went back and forth with USAA over sending out somebody who could accurately estimate the damage and every time, they failed to return our calls or set up a time to do so. Fed up, we filed a small claim against the people who hit my car thinking that it would be faster to get the money from them since A) they left a note admitting fault B) they indicated working with us with regards to the damage by both talking to us and by two voicemails they left on our machine C) she knows what she did and from speaking to her, she wants this whole thing resolved too. After all, if the damage was only $34, why did she leave a note with her phone number saying let's work on this?

But currently, they haven't even picked up the note left on their door by the post office to receive the small claim that we filed. Now, I'm worried that their insurance told them to not pick up any mail that looks suspicious (ie: certified mail) so they could prolong paying us. And just to locate them has been a pain, and we may need to send out a sherriff or 3rd party in order to get this claim to them. The whole thing has been a fight with USAA. Then, they have the nerve to say that if it does go to court that they would turn their litigation team on us.

Patrick of Ridgefield CT (04/03/06)
My Volvo V70 Grand Luxury Turbo Wagon, while parked was hit by a USAA insured member.

This insurance company would not authorize new replacement parts and would not provide a comparable rental vehicle. In summary, I was without my vehicle for more than 19 days and accrued rental car expenses in excess of $600. I expect to recover my out of pocket expenses from my Insurance company. I am sorry for other individuals out there that have had similiar experiences with USAA Auto Insurance. This company is focused on meeting the very minimum level of responsibility.

Gayle of Bel Air MD (09/27/05)
A USAA driver rear-ended me, causing damages to my vehicle and sending me to physical therapy.  My complaint isn't merely regarding the few dollars USAA isn't willing to pay, but the principle behind it.

The USAA representative I have been in contact with is lacking in listening and customer service skills in general. In my case, I was authorized a rental vehicle while my vehicle underwent repair. Based on my work schedule and family responsibilities, I dropped off my car and picked up the rental on a Friday.  My USAA rep stated since he specifically told me that Friday drop offs were not authorized, they could not cover the rental charges accrued Friday, Saturday and Sunday. I told him that was never explained to me and that I took the first opportunity I had to drop off my car and get the rental.  His response was "Well, maybe I didn't, but that's because you told me you would rent on Tuesday."

I should not be held accountable for taking my vehicle in for repair on the first opportunity I had.

My complaint is not solely concerning the $100 I will have to pay for these 3 days they refuse to authorize, but for the lack of service and understanding.

Gary of Rapid City, SD (05/17/05)
I had been insured with USAA for 26 years with numerous cars. Though those years only 3 minor accidents occured. I estimate that I paid over $25,000 in insurance costs and they paid out (estimate) $5,000 or $6,000.

On 12/11/02 I recieved a letter that said: "Your current USAA Automobile Policy will expire on 2/24/03 and will not be renewed." I paid all my bills on time. I had only minor claims though this 26 years.

When I called and asked why they were not renewing my policy they said my sons showed that they would soon have a major accident/claim. By the way, this never did happen.

So much for USAA's claims of "service, loyalty, honesty, intergrity".

Anthony of Eglin Afb FL (10/21/04)
My cars were damaged due to hurricane Ivan I filled for two claims for the damage. The adjuster feels that the damages were there before of it was vandalism. Now they are saying that its fraud. Absolutely ridiculous. I took the cars to two different body shops and they both told me that the damages were storm related. USAA is the worse ever!!!! Consumer beware. I have a witness and I have pictures proving that my claims are true. I serve Active duty in the military and my integrity comes before anything else.

Todd of Bristow VA (05/27/04)
While running a short errand to the grocery store one morning, our near-new car was doused in some form of fuel. Probably diesel. Within about 15 minutes, we came out of the store, saw the car, and called 911. After 90 mins, they released the car. We tried to wash the fuel off to avoid an insurance claim. Within 2 hours, we had the car taken to the USAA-approved body shop. Within 3 hours, they were able to assess the damage, estimate 1 month to repair. Total time from vandalism/accident to claim - 45 minutes. Total time to intial assessment, 3 hours.

USAA said they would have a decision to us by Wednesday. (48 hours.) But the representative didn't even arrive at the shop until Thursday afternoon. At 5 days, we have spent $100 of the $600 limit on our rental coverage. The car will take 1 month to repair, or may be totaled. USAA did not make a decision Wednesday. The second projection - Friday, is now not going to happen. They are saying (3rd change) that probably Tuesday, June 1, they'll make a decision.

Meanwhile, we're burning up our rental coverage on the smallest, cheapest rent-car available. If we have to replace the car, the Memorial Day sales begin Saturday, but we can't negotiate a deal until we get a decision on what USAA will do with the car. The body shop, one of the best in Washington DC (and the one selected by USAA) even said the process is taking way too long.

USAA's rates may be good, but they can't make a decision. They won't repair it, but they won't total it. They're just dragging their feet. It's taking 3 days between each step in this tedious process. We could be here for months at this rate. (If they have to revise the estimate after they get started - it will take even longer.)

Kelly of Waitsfield VT (02/27/04)
An individual who is insured by USAA backed into my 2001 VW Golf, taking off the driver's side mirror and creasing the door and fender. This happened on Sunday, 02/01/04. He contacted USAA about the accident 02/02/04 and I took my car to the nearest VW dealer to get an estimate for the repairs. I had to call USAA 6 times before I was able to speak to anyone. I was told that I live in a "remote" area so USAA would have to contract an adjuster (Warren, VT is rural, for sure, but hardly remote).

It took 2 weeks and many more phone calls before an adjuster finally came to look at my car. Since I was not able to leave work, I told the adjuster where my car would be. She left a business card on my windshield but never contacted me otherwise. The estimate that I got from the VW dealer ($1082.66) was faxed to USAA. After another week of unreturned phone calls I was finally told that a check for the amount of the estimate would be sent out. I never heard anything about USAA's appraisal, so I expected the check for $1082.66 and went ahead and made an appointment at the body shop.

On 02/26/04 , 3 1/2 weeks after the fact, a check arrived for $398.91. I called USAA to ask where the rest of the payment was and received a rude message the next day telling me that that's what their adjuster appraised the damage at and that it is now my responsibility to prove that the repairs will cost more than $398.91 If I do not, USAA will not pay. I called them again to question if they had not received the VW dealer's estimate and they acknowledged that they had. I also asked why it has, so far, taken nearly a month to resolve a fairly simple claim.

The person I was speaking with was extremely rude, giving sarcastic answers and raising his voice. He told me that I had been told by the appraiser what the amount of the damages would be and that the body shop was also given the same information. I was not contacted at any time with any information about the appraisal. I spoke with the manager of the body shop and he informed me that he has not been contacted by USAA about this claim either.

Shannon of Miami FLORIDA (10/14/03)
My car was stolden almost a year ago. I was on my way home from work and my car started overheating, so I pulled into the Wild Oats Supermarket. I had been working all night and was very tired. I'm a single mom. I basically live paycheck to paycheck just trying to make ends meet. I didn't have enought money to tow my car. I figured it's not like it's going anywhere. It's overheating. I went home and left it there 2 days till I got paid. Someone stole it. I couldn't believe it.

At first the police thought a towing company might have towed it to impound because i just left it there. We called the towing company, but they said no, So I reported it stolen. Aprox. 2 days later it was found next to a canal all beat up. I was thanking god it wasn't in the canal. It is my only mode of transportation. The insurance company gave me a hard time from day one. I could never get ahold of the women who was sapposedly handling my claim. Finally I spoke to her supervisor. I guess it was about a month or so later after I called and called I finally get a call from Tammy in the special investigation unit. Apparently they don't believe my story.

I answered all the questions she asked. About 6 months after that the insurance company wants to arrange a meeting with me at my house. I agreed what else could I do. When he arrived he threatened me with a 3rd degree felony and 30 years in jail. He said he wanted me to tell him the truth now. I told him I've been telling the truth. I had nothing to do with the theft of my car. He left a few more months went by. Now I get a letter from there attorney. They want me to make a statment under oath. I have no money for lawyers, and I am most certainly no match for their high powered attorneys. I'm just a single mom trying to raise my two kids. I was a victim of a crime. I never thought I'd be accused of commiting it.

Steve of Atlanta GA (07/26/03)
I have been paying on time, over a 27 year time period, thousands of dollars to USAA insurance company. My car last evening was, for the first time, broken in to. Not only am I being robbed by the perpetrator who broke in to the car, but the insurance company is refusing to reimburse me for the cars stolen contents, stating that the contents should be covered by my homeowner's insurance. I don't have homeowner's or renter's insurance. If someone broke in to my house and robbed me, should my auto insurance cover these contents. This insurance company is screwing me.

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