I have been a USAA member for 8 years. This
company has slowly but surely declined over the
years. I was in a no-fault accident years ago and
I felt that USAA were my saviors in dealing with
the incident. I have had a claim for when I lost
all the food in my fridge from a long power outage
and when I lost my diamond bracelet. Both claims
handled with excellent customer service.
I live in the Houston area and a year ago after hurricane Harvey hit I got in a car accident that I was at fault in. I was very understanding of how long my claim process may take due to the recent flooding. During this entire process, I went through 2 claims adjusters and 2 health claims adjusters. I felt like they over hired for the incident and I dealt with incompetent customer service representatives that continuously promised to call me back and NEVER did.
Let me start off by saying the poor communication start when a week after my car was towed I contacted USAA about where my car was. Finally, a representative told me I had to take off work to drive to the tow yard to sign a release for USAA to outsource a towing company to pick up my vehicle to be transferred to repair shop. A week later I called again because my car was still not at the repair shop. I was told AGAIN I needed to sign the release. I told the representative that I had already completed that part of the process. I also ensured to let the representative that my key fob was with the car and the ensure the tow truck driver pick up the key along with the vehicle. The next day I was notified by the repair show that they could not start work on the vehicle because the driver never dropped off the key. I contacted USAA regarding this issue and again had to take off work and use my gas to go pick up the key that the driver did not get. Sometime Later my claims adjust finally deemed the car totaled. I purchased a new car, but only after being told that the additional policy coverage I had on new car replacement was useless with gap insurance. I had wasted years of paying for this product that I was unable to use. I never received compensation for this. I submitted a gap claim with my third-party company and months later I was told that USAA quoted and paid for the value incorrectly. The model of my car was listed as an SE instead of a Limited on the quote for payment to my finance company. I submitted documents to USAA and never received a call. I called USAA and was met with it will be taken care of. I must keep calling and keep calling to have this dealt with. Finally, I called the gap insurance company and had a supervisor three way call the company. I was then told the issue would be fixed and I would receive a call. Never received a call and called weeks later. I was emailed the documentation and forwarded this to the gap insurance company. A few weeks later I got a call from the gap insurance company that some numbers did not match correctly. I again had to place a three-way call with a USAA representative, because at this point I could not trust that this would be taken care of. Now, mind you all these calls had to be placed during my lunch break at work. Hours of time spent doing the job of a USAA representative. Finally, the two representative where able to process everything correctly and ONE YEAR after my claim was first submitted, my car was no longer on my credit report as unpaid, my car was properly paid off, and I finally could have the claim closed.
During this entire process of having my car accident claim taken care of, I was also dealing with another demon. Medical bill claims. I spoke with my first representative about my trip to the emergency room for two broken toes and was advised to submit the bills. I submitted the bills and had to call weeks later to received confirmation that my medical bill claim was being process. I found out that I had a new representative that was processing the claim. I send this representative my claims bill three times, forwarded the email and changed nothing about the email each time, and was told that they would start processing them. This process alone took over 3 months. Months later after that I had not received any notices or calls that my claim was being process and called USAA. I was told that someone would get back to me. I demanded that the issue be taken care of that moment, because the company had all the necessary paperwork to pay the claims. At this point I was fed up because I was getting collections calls from several different companies. Finally, I was transfer to someone that said she submitted all bills for payment and that I had an option on my policy as a resident of the stat of Texas to receive the remaining funds available for my coverage. I accepted this money as compensation for the time and effort I had to put in the do the many different jobs of a USAA representative to get my claim process and my car and medical bills paid, and the time I spent during my lunch break, and the gas for having to sign a release and pick up my key fob at a tow yard far from my work. Months later I received a call from one of the medical providers USAA paid a bill to. I was told that I was in collections for about $500, because the company previously had a contact with USAA for a lower cost pay out, but that contact had expired, and USAA did not pay the bill in full, but rather at the contract price. I contacted USAA and AGAIN was told this issue would be resolved and I would receive a call back. Never got a call. I called USAA back, weeks later, during my lunch break to find out that the research that I was told would be done was never done because they assumed my claim was closed and the request was done in error. I immediately demanded my request be fulfilled while I was on the phone that moment. I had had enough with USAA’s empty promises. After being on the phone for an hour, my entire lunch break, I was given a promise of a return phone call by the end of the day. Never go the call. I called again on my lunch break the following day and was told that the medical provider company was correct, the contract had ended, and the amount paid was done in error. I was then told that since my medical and personal property funds had been exhausted I was to us of no where come up with the $500 on my own the pay off this company or I would have the medical provider place this on my credit. I was appalled. Thankfully when I called the collections agency handling the bill I got a settlement offer of $300 and paid the bill. The CREDIT COLLECTIONS agency was more empathetic with my situation then USAA. How ridiculous does that sound?
The icing on the cake is my USAA bank account. I changed employers and no longer received direct deposit. I submitted my check through the USAA app on a Friday. I got off work and went to the grocery store to get groceries and gas. My card was randomly declined for the purchase. Which by the way, is very embarrassing when all my funds were in that account. I left to at least try to go get some gas for my vehicle that was on empty. Again, my card was declined. I called USAA and was told that for an unexplained reason my card was shut off and I would receive on in the mail. I was stranded without a means of using my freshly deposited check that had not cleared to be transfer to another bank account I have at a local bank. After this experience, I stopped using my USAA bank account. Unfortunately, I did not stop a reoccurring withdrawal for a credit card payment for two month which left my account negative. Today I attempted to log into my USAA account to transfer the negative amount to my checking account and I did not have an account listed. I called a USAA representative and I found out today that my bank account was written off and closed without my notification until after it had been closed. If I would have been properly notified I would have brought the account balance current but was sadly never given the option. The representative offered to let me make the payment to reopen my account, but I declined stating that maybe it was a good thing since I could no longer trust USAA as a banking entity.
It took one year for my claim to be handled correctly costing my time, money in the form of gas, and money in the form of having to take off work. My debit card was randomly shut off leaving me stranded with my five-year-old child, and my bank account was closed without my notification. However, what this really cost me in the end was my confidence in my auto insurance provider and bank with USAA. I now see USAA as a money hungry, incompetent, uncaring entity that only does the minimum of their job. So, thank you USAA for ruining a long-standing relationship with your customer. I will be sure to share my story and recommend anyone to not become a USAA member.… read more
Reviewed by: @mrevak06