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Review: United Services Automobile Association |
Comments
These are comments left by site visitors who have completed a survey for this company. The comments are unedited and shown in the order the surveys were received. If you would like to participate, just click the "Take a Survey" button at the end of these comments. |
"exceptional customer service"
2007-01-23 18:41:30 EST
"very rude customer service very unsatifactory , have to get law advice to pay for claims."
2007-03-20 15:08:05 EST
"They are excellent. Whenever I have filed a claim, they respond almost immediately. This applies to auto and home owner's insurance. Their payments have always been fair. My husband switched to a different company about 15 years ago. We were back with USAA within less than a year. There was a horrible hailstorm that dented both of our cars. The other insurance company battled with us every step of the way. "
2007-04-25 20:33:18 EST
"Love USAA, but...they made record profits last year, but are jacking up my Florida homeowners insurance this year, and I do not live anywhere near the coast. I understand their position, but they are getting greedy, just like every other company they claim to be different from."
2007-05-03 17:47:48 EST
"1st a comment to the FL HO. I am as well. They had to increase prices as all other insurance companies to stay in business. Do forget USAA is member owned. Allot of these insured are getting dividends and year end.
Any way. USAA is great. I've had one auto claim with no complaints. I think USAA does so much hand holding that members forget what thier responsabilites are, then when the member drops thier ball they cry and blame it on USAA. I've only heard true complaints when a USAA insured never made any calls or expected USAA to pay for something no insurance company would pay for. I still save money with USAA because I use thier banking (when I say completely free, it's free) they even pay me for atm charges.
Thier will always be a few bad apples. Sorry if you spoke to one at USAA."
2007-05-07 20:17:08 EST
"I have been with USAA for over 35 years now. In Feb 2005, my wife was rear-ended at a traffic light by a driver who was on a cell phone and claimed not to have seen her stopped at the light. The car that hit her did so at nearly 50 mph. My wife was severely injured, and today, is confined to a wheel chair and in much pain. We had full coverage insurance, including Underinsured and Uninsured. USAA thus far has refused to pay any claims and for some unknown reason, has terminated our PIP coverages. USAA further claims that while their adjuster delcared our auto a total loss, that the car was only "lightly damaged", and that my wifes condition is now a matter of "pre-existing" medical conditions. This is odd, since she had no pre-existing medical conditions at all prior to the accident. We are having to sue USAA in order to get this resolved. I have never had to file a claim with USAA before, in over 35 years as an on-time, paid up customer. USAA doesn't appear to be such a hot deal and appears to practice insurance an bad faith (Deny, Delay and Defend their actions, in this case)."
2007-05-20 23:18:51 EST
"Outstanding customer service!"
2007-06-11 07:41:55 EST
"USAA is a great company full of great employees. I have never had anything but great service from them!"
2007-07-03 18:20:35 EST
"Usaa is a great company who will go out of thier way to satisfay you. I had quite a few claims in a short period of time. Usaa never squawked at me nor threaten to drop/raise rates. In fact I had the body shop owner tell me NEVER let Usaa's insurance coverage lapse because they will not fail you. I have only had two hicupos with 6 claims"
2007-07-13 09:04:27 EST
"Failed to honor 3 quotes, one written, in their auto line. Blatant fraud by some of their management regarding a policy for my son."
2007-07-28 20:58:15 EST
"I've been with USAA since 1969 when I returned from Vietnam. Their premiums have always been fair and I've only had two claims (1 auto and 1 homeowners)during those 38 years which were equitably settled. Their customer service has always been prompt, courtous and very helpfull. All three of our children have selected USAA for their families insurance needs. "
2007-07-31 15:30:00 EST
"Very POOR service. After I called in my claim for interior water damage, I was told a claims adjuster would contact me right away. I called back three times in two days and was told to wait. The claims adjuster called me four days later. Mold and mildew doesnt wait four days for an adjuster to call back."
2007-08-13 23:51:33 EST
"rates are not competitive - rates go up based not on your performance but your neighborhoods - houses are over priced to raise premiums"
2007-08-14 19:43:12 EST
"These guys (USAA) are wonderful. However be warned! I
just got hit by a person with AAA. I took the
car to my shop, and AAA decided the bill was too much and refused to pay it. They left me
holding $330 out of $1500. So if someone with
AAA hits you, go to YOUR insurance first!
"
2007-08-21 19:48:23 EST
"THings have been great for 25 years but now they renewed my home owners insurance in Northern NJ and decided my home is twice as expensive to replace (this is since 2002) which was nuts. Renew quoate was 2x higher than other companies I waqs forced to shop around to. Customer Service could not explain why it went up so much and then said they would check with the underwriters and get back to me. Well - I've been calling them for days to try and find out what happened on this renewal and how come they are 2x higher than everyone else. No luck and will have to switch carriers."
2007-09-07 15:59:08 EST
"USAA is probably the best company I have ever done business with. I have been a member for nearly 50 years, and during that time have had occasion to file several claims and have been treated fairly and courteously every time. They have gone "above and beyond" in their treatment of me over the years, and I can very highly reccommend them to any one."
2007-09-26 16:11:13 EST
"USAA always takes care of you and anyone you may cause an accident with. I love USAA."
2007-09-26 20:29:26 EST
"I've been with USAA since being a cadet at USMA (West Point) in 1987. They have always treated me well, and have taken care of several claims (auto and home) promptly and fairly. No complaints, and would highly recommend them to anyone who's eligible."
2007-09-27 18:00:48 EST
"Their services are great, but the customer support is better. The only complaint I can kind of make is that when I "drove our car (by accident) into a puddle the size of a lake" they mandated the repair shop use the cheapest engine to replace the one I damaged. We were not notified that we were getting substandard parts. After the install we continued to have issues and had to drive and hour each way from the repair shop to have it fixed. We were also, told (after the fact) that our engine guarantee was only usable in Northern MI where we were stationed at the time. They covered all cost for the repair including the multiple returns to the garage and will cover future issues (if any others arise) as a result of the repair. Other than that we have had exemplary service."
2007-10-05 16:54:20 EST
"USAA is the best company I've ever dealt with. I'm a 2nd generation member and my daughter will be a 3rd. Prompt, couteous, empathetic company."
2007-10-12 11:30:52 EST
"Great company!!! They provide GREAT customer service and claims service."
2007-10-15 17:10:35 EST
"prompt, efficient, thorough, follow up calls to ensure satisfaction"
2007-10-18 08:46:08 EST
"USAA is known for serving the military but it's great for anyone at all. A really friendly, wonderful company."
2007-10-29 11:23:52 EST
"Best in the business - I keep getting refunds on auto insurance, Rates are good"
2007-10-30 23:26:24 EST
"helpful prompt and fair"
2007-11-02 17:52:21 EST
"After 27+ years with USAA, they refused to insure my home that is for sale, forcing me to look for another carrier even though I've been a loyal customer for almost 3-decades."
2007-11-05 12:29:32 EST
"USAA is on your side. They look after their members. Simple as that."
2007-11-06 23:40:36 EST
"I have 6 vehicles insured for my wife and I and 2 children. I dropped my oldest son and his vehicle from my policy, and my rates went up! It seems that the CSR changed the existing annual mileage and coverages on all of my other vehicles. She even put full coverage on my ATV, whereas previously, I only had COMP. My pickup rates went from 313.25 to 546.35-and this truck is seldom driven, as I drive a company car."
2007-11-09 05:25:55 EST
"The auto insurance rates have beat everyone I have compared them with. The home owners insurance comes in high. I have not placed a claim on the home owners but if their service is as good as what I have received when using the auto coverage, the extra cost ($350.00 per year) may be worth while."
2007-11-09 09:55:38 EST
"USAA went downhill, unfortunately, when they got too big and changed the demographics of the customer base, by opening it up to a broader category of policyholders. It hasn't been the same since."
2007-11-10 23:25:17 EST
"USAA IS BY FAR THE BEST CUSTOMER SERVICE ORIENTED COMPANY THAT I HAVE EVER DONE BUSINESS WITH; I HAVE BEEN A MEMBER SINCE 1972 AND HAVE NEVER HAD A PROBLEM WITH ANY CLAIMS THAT HAVE BEEN FILED "
2007-11-28 20:37:09 EST
"USAA is hands down the BEST insurance company on the market. They offer the best rates and the best customer service. Its hard to go wrong with that combination."
2007-12-13 20:00:07 EST
"I have been with USAA since 1984. Rates are excellent, customer service is good, claim handling is very good. I check other rates (it makes sense) and each time, if I want to at least double my premium I can go with the other company, whether it's 'on my side', has 'good hands', or 'saves money'. I'm not likely to switch."
2007-12-10 07:30:02 EST
"I have had USAA for over 30 years. Have always been happy with them UNTIL my husband had an accident several months ago. He was not at fault. The driver at fault was also USAA insured. Our treatment has been, at best, incompetent. Example: They were not even going to handle getting a rental vehicle for us until we insisted. I had an accident a few years ago. Another driver hit my car. Their insurance company, State Farm, was so good in the way they treated us. I am disappointed in USAA. By comparison, they have been awful. "
2007-12-12 14:14:41 EST
"Company does not return your calls. Almost three weeks since claim filed and no idea of when a settlement will be made."
2007-12-24 16:19:59 EST
"Could not get any replies and my concerns and USAA used the cheapest used parts they could find. I called over six times and never got a return call. My car was in body shop for 10 weeks on a 2300 dollar repair. Unexuseable."
2007-12-31 04:50:57 EST
"Auto rates just increased 13% with absolutely no explanation or change to my profile. THey said that "USAA is adjusting their risk profile". 13% is egregious. "
2008-01-03 19:03:53 EST
"Used them for auto for over 20 years. Have seen the company decline over the years from what it was at the beginning. Had an issue with my child's car insurance rates being raised an absurd amount. USAA had no interest in listening to their customer and the facts, preferred to trust Choice Point data, which is well known to be inaccurate, preferred to stick rigidly to policy, bald faced lied to me. Absolute worst customer service I have ever experienced."
2008-01-04 20:08:28 EST
"Applied for life insurance and given best rate. Medical exam confirmed best rate. Two (redundant) phone questionnaires later, neither of which produced anything negative, I was told they had forgotten to tell me previously --- but they needed a personal financial statement. I provided one. It apparently produced nothing negative. I was then told that they had also forgotten to tell me that they needed my tax returns for the last two years. I provided them. They apparently produced nothing negative. They then discovered that they had forgotten to ask for my medical records. I had them forwarded and of course my records confirmed that there was nothing negative. However, I was then told that they had overlooked the need for a treadmill exam !! Their little game is obviously intended to find something that disqualifies me from the offered rates. They clearly have no intention of letting me have the coverage at their advertised rate - despite my obviously excellent health. I'm currently in process of filing formal complaints and considering legal action."
2008-01-12 13:03:03 EST
"Great prices on everything, very willing to help you purchase or upgrade policies, but god forbid you need them to help you, they are nowhere to be found. Recommendation on dealing with them for any sort of claim-get a lawyer."
2008-01-13 13:57:26 EST
"They rock."
2008-02-02 13:14:34 EST
"Excellent help and service and saves money"
2008-02-03 16:00:08 EST
"Homeowners insurance rates increased by 25% from 2007 to 2008 never filed a claim"
2008-02-23 04:50:09 EST
"USAA is an amazing company who only allows the best of services providers when helping you with a claim. They are always willing to go above and beyond for their customers."
2008-03-07 08:15:24 EST
"I have used USAA insurance for over 15 years. They were always a great company to be associated with but appear to be declining. Recently returned from Iraq, where I'd had an expensive watch stolen that was a going away present. USAA actually encouraged me to file a claim, which after the deductible, only netted me $233. This was my first claim in over a decade, and for a paltry sum. Three months later, I get my next year's rate quote, it was double the previous year. After much discussions back and forth with their customer service, I am forced to leave USAA. (I shopped for new quotes at multiple other companies and they ALL comparable to my original rate.)
USAA,... great to work with until you need them."
2008-03-11 11:27:25 EST
"I've been a USAA member for over 18 years. Even though USAA's rates hae appeared to be higher I stayed with the company based on service and reputation. In the last year two key issues have occured 1) they've gone to an automated phone system which has completely changed my interaction with USAA i.e. significantly more difficult to navigate (was a complete fan of the old method), and 2) they more than doubled my home owners insurance based a new appraisal which is completely out of line with my neighborhood. I've challenged USAA and they're response is that they'd rather lose my $8K of annual payments and 18 years of loyalty (without any claims) rather than have a second apprasial as i have requested. My guess here is that USAA lost money over new systems investments and Katrina payouts and is trying to recoup via existing members such as myself. Obviously my complaint isn't unique as there are several other commentors who have raised the same issues."
2008-03-14 14:08:55 EST
"Simply the BEST!!!!!"
2008-04-03 13:22:56 EST
"I have been a member for 19 years and canceled my policy today and am pulling my other USAA accounts. I had a home equity line of credit with USAA that they have decided to close. I have always made payments on time and have no credit problems. Several years ago they threatened to cancel my auto insurance because of 2 window chip repairs and 2 towing claims. As a result of these instances I don't feel that I can count on USAA being there when I need them.
"
2008-04-08 10:40:04 EST
"Was hit from behind by another auto - they were very responsive to my concerns and had the car repaired and then recouped the money from the other insurance company (Allstate) and refunded my deductable."
2008-04-14 11:10:44 EST
"I've used USAA exclusively for over 15 years (auto, renters, then homeowners). They have always handled my claims promptly and I never had any disputes. But my rates just keep going up without explanation so I am switching this year."
2008-04-23 15:55:52 EST
"I have been a USAA customer for over 16 years. Today, I cancelled all policies I have with them; 2 houses and 3 autos. They continually raise rates with no warning. I understand these insurance companies want to recoup their losses from Katrina and Ivan, however, to do it in this manner is just unsat! USAA is not competitive in their quotes, and threatens to drop you at the slightest thought of making a claim. We just recently purchased another house, and the insurance quote from USAA was $2500 more than Nationwide, AllState and Statefarm. No reasons were given, just threats that if we left USAA, we could never come back. The coverage offered from the other companies is the same if not more than USAA offered. This company has apparently become a bit too comfortable with their solid military base, and feels they now can "stick it" to those who selflessly serve their country. I have no tolerance for an unpatriotic, bully of a company like this. Yes, I have enjoyed the small rebate checks in the mail in the past, but an overall savings of $3400 dollars per year is not enough to keep me hanging on for a $150 check. Good riddance, I say. "
2008-04-22 17:52:12 EST
"all i can say to the "happy people" is WAIT till you have to report a claim. your smile will become a frown"
2008-04-25 08:07:07 EST
"Have had USAA for over 27 yrs, they used to be very competitive in the auto ins. However; in the past 18 mos. my auto ins has increased $180.00 and that is with no claims in the past 10 yrs. Calling them and questioning their increases is a waste of time, you get a "canned" response that it is because of the state you live in or the # of policy holders that are in that state. I live in VA which probably has one of the highest # of USAA members, so convenience me that the increases are justified. I just voted with my feet and changed companies for auto and saved over $430.00 a year. When USAA gets back to being the company they were 20yrs ago, I will consider going back to them, but like another person wrote, to stay for the annual rebate check of $150.00 is having a negative effect on my pocketbook."
2008-04-25 16:38:17 EST
"USAA homeowners rates in coastal NC are extremely high. It appears that they are attempting to exit coastal NC"
2008-04-29 13:42:25 EST
"They are a great company! The best!"
2008-05-01 18:19:11 EST
"I got in to an accident with my brand new car 2 months after buying it. I was hit by a not so sober driver from another insurance company. When the other guy’s insurance company tired to blame me for the accident USAA adjuster treated me with kindness and respect. I was able to pay them my deductible when they went after the other insurance company. My car got fixed in a timely manor, and a few months later after they augured with the other insurance I got a check for my deductible plus a bit extra for the stress of the accident. "
2008-05-09 11:31:05 EST
"The best insurance company I have ever used"
2008-05-19 18:40:25 EST
"My first claim, its been 3 weeks and all im getting is..Im working on it. Been really good at taking my payments, just not at making them to me."
2008-06-13 10:16:30 EST
"High level of integrity. Responsive. Quality controls in place. Friendly. Competent. Communicative. AMAZING!"
2008-06-12 14:10:32 EST
"No matter what I have always been able to count on USAA for service and value."
2008-06-18 17:14:05 EST
"I've been with USAA for 17 years. They have always had A+ customer service and quick resolution of claims. Eleven years ago, we were at fault for a very serious accident resulting in damages that far exceeded our coverage limits. We were facing a very large lawsuit, but USAA offered the plaintiffs double the amount of coverage to settle. I have never come across another company that does so much for its clients. I won't go anywhere else!"
2008-06-24 11:15:26 EST
"Competitive rates, outstanding customer service, claim service representatives who genuinely care about their members. USAA is the whole package!"
2008-06-30 02:02:37 EST
"USAA does not insure against theft if you rent your condo out furnished. Otherwise, an awesome company!"
2008-07-16 18:45:36 EST
"Up until now we've been VERY VERY happy with USAA. But...they just dropped our homeowners insurance due to our home location and a fire risk (california). They are giving us one month to find another carrier. We border openspace - which is maintained VERY well by the city and right off of a main road and one mile from a fire station. But, it was a risk they weren't willing to take. USAA is a military service and after all the years my husband put into the military, now they are DROPPING US without even any discussion or longer notice. Very Poor. We'll be taking all of our business away from them now - all insurance and banking."
2008-07-25 15:49:23 EST
"buy it if you can. Only open to members of the military and their dependents."
2008-07-26 17:35:44 EST
"30 years, about 5 claims in that time, one major (when we lost a shipment) and they have always been wonderful."
2008-07-26 18:33:59 EST
"I didn't know I was eligible since I had no contact with my father. I called and they found all the info for me and I joined. Three months in, I had a major accident in a new car and I was at fault. They took care of everything instantly with no questions asked and my rate didn't go up. I bank with them, have my car loan (the easiest loan I've ever done) and try to keep all my insurance with them. If you can join, do so. It's the best insurance money can buy!"
2008-07-30 05:15:28 EST
"We've had USAA for the last 5+ years. We've not had a claim so we're not sure how they would pay out. It's also a shareholder's company so the insureds get a kick-back when there haven't been very many claims. But you have to be with them for quite a while and the more vehicles/homes, etc. you have with them the more your kick-back is. This was appealing to us but after this last policy renewal period, they increased our premium with no real explanation. We started looking around and are finding a significant decrease in auto/home premiums with other companies. We will probably switch soon or just before the policy renews again."
2008-08-04 14:16:57 EST
"Rates go up all the time..."
2008-08-07 23:40:48 EST
"I had to file a homeowners claim and they were very efficient/proficient in their handling of my claim. They have always been very professional in any matter I have had to contact them about. I would not switch to another insurance company even if they increased their rates."
2008-08-13 11:38:03 EST
"Great Compay. Great Customer service. It History and Membership speaks for itself. "
2008-09-01 19:56:21 EST
"USAA is a great company. If anyone is a service member, or descendant of one, I highly recommend it.
First, the service is excellent. I have never had anyone there be anything less than polite and professional.
Amazingly they also seem to be the cheapest around. You are getting good service and a good value.
Third they are extremely fair, professional, and well organized when you file a claim. I got into an at fault accident. They handled everything.
I would not switch ever. I trust them. They deserve to charge more. They are good stewards of your capital. They provide a great service at a fair price. If they have extra premium left over at the end of the year they send out a refund check. Even though they are currently the cheapest of all high service providers! I have shopped GEICO and Allstate to compare. "
2008-08-26 22:15:20 EST
"After being a customer for 40 years and living in the same house for 20 years with no significant claims, they have refused to renew my homeowners coverage, because there are too many trees and woods nearby."
2008-09-19 12:11:15 EST
"USAA is the best company period. They treat customers with respect and most of all pay out on their claims and do not penalize you for filing a claim unlik eother companies whoses rates "mysteriosuly" go up year after year!"
2008-09-22 21:13:14 EST
"Very professional, responsive, and genuine concern about customer."
2008-09-25 06:31:13 EST
"Their online banking is great too... especially deposit at home."
2008-09-23 15:19:17 EST
"I'VE NEVER HAD A BETTER EXPERIENCE OR RELATIONSHIP WITH ANY OTHER COMPANY THAN I'VE HAD WITH USAA!"
2008-09-24 15:54:56 EST
"USAA has great customer service, after all they have been recognized by Business Week for being #1 Customer Service for two years! I have never had a problem with the service or the policy. By far they care about their customers more than any other customer out there!"
2008-09-26 10:53:46 EST
"I have had insurance with USAA for 44 years. Nine years ago I added homeowners insurance when I purchased my current residence. In all that time, I have a perfect record of paying premiums. For auto claims and homer claims, I was always impressed with their service.I remained loyal to this company even though their rates were not always that competitive. This summer, however, a situation arose that has caused me great consternation. In June, our dog inflicted a wound on a neighbor who was walking in front of our property. We immediately notified USAA of the situation b ecause we wanted the person to receive medical treatment at our local hospital. USAA said not to worry and that they would take care of everything. To my knowledge, the did this. The dog had no prior record of such activity, and the local animal control officer who investigated the situation (required by law) determined that she was not a "dangerous animal." Her quarantine was removed--however, we no longer allow her outside access unless she is on a lead. My insurance was renewed on August 28th. On September 25, 2008, I received a telephone call from a USAA underwriter informing me that I would receive a letter indicating that because of "the substantial change in the risk assumed. Specifically, your dog has shown a tendency for aggressive behavior as demonstrated by your June 17, 2008, animal liability claim," they were canceling my homeowners policy. This was very different from the assurances given me when the claim was filed. I tried to suggest that the dog was determined to not be a danger and that my 40 plus years with the company warranted at least one reprieve--or as an alternative, to amend the policy to exclude the animal. Thus far, they have refused to consider this--all I can obtain is a "bean counter" answer, specifically, we've done all that we can." Obviously, this is not true. I was told that if we "get rid of the dog" before October 29, 2008, the insurance will remain intact. This issue goes far beyond this incident, however, and others need to be forewarned. Because a claim was made, no other reputable insurance company will consider me for a policy until June 2010 (apparently even if the dog is excluded). As a consequence, I void the insurance condition for my mortgage. I am being forced to euthanize my pet of 9 years or lose my home! As a by-product of my search into my USAA homeowners policy, I discovered that they had increased my premium approximately 30% for a $2800 dollar claim in 2005! They never informed me of this intended action when my renewal came up. The irony, is that after the dog claim, my premium was lowered from the previous year. I think USAA has relied on its past reputation for some time. I will no longer accord it with the kind of loyalty I had given it in the past. They don't deserve it. They are no better or worse than any other homeowner policy (I am not addressing the auto policies here). In regard to homeowners insurance, the coverage is fine so long as you don't use it!"
2008-09-29 01:49:02 EST
"honest straight forward and there for the customer"
2008-10-08 17:52:37 EST
"the premium has gone up to high"
2008-10-12 17:08:55 EST
"USAA is one of the few insurers who has not jumped onto the bandwagon of ridiculous breed specific discriminating policies against homeowners and their dogs. Over 8 years of coverage . . auto, homeowners and rental, and I've never had a complaint with them. Easy and fast claims processes. Their banking is also very good."
2008-10-16 23:53:52 EST
"USAA rocks!!"
2008-10-17 13:03:22 EST
"USAA Life Insurance has so many "caveats" that its like having flood insurance which is good until it starts raining. "
2008-10-24 00:09:07 EST
"If you are eligible for USAA I highly recommend you check them out. Customer service is excellent and the website is very useful as well as easy to use. "
2008-10-24 02:17:51 EST
"Was involved in a minor auto accident - USAA swiftly handled the claim and customer service was superior. "
2008-10-25 12:50:15 EST
"they lack in taking responsibility for the insuring of the insuree. there is too much responsibility put on the insuree. they try to worm their way out of their fuduciary responsibilities. they are deceptive in the trade practices."
2008-11-18 10:36:47 EST
"Claims were handled quickly, efficiently, and courtiously. There's always someone there to answer the phone and take care of my questions. Their website is moderately easy to use and get copies of data I need."
2008-11-22 16:08:40 EST
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