USAA
Reviews and Complaints

As someone deeply familiar with the military community, it pains me to see the decline in service quality at USAA Insurance. Reading through numerous reviews, it's disheartening to witness the dissatisfaction among customers who have been let down by the company. From delayed payments to frozen accounts and inadequate customer service, the once-revered USAA seems to have lost its way. As a long-standing member, I share the sentiment of those who feel abandoned by a company that was once a beacon of trust and reliability. It's evident that USAA's current practices fall short of the standards expected by those who have served our country. The lack of empathy, the bureaucratic hurdles, and the disregard for loyal customers paint a grim picture of a company that has strayed far from its founding principles. For those considering USAA, I urge caution and recommend exploring alternative options that prioritize genuine care and service excellence. The testimonials speak volumes about the need for USAA to reevaluate its approach and reclaim the trust it has lost among its members.

USAA is a company that has tremendous products and services AND phenomenal Customer Service. I moved both my auto and home coverage here. In fact, 2 months after moving my auto coverage here, a hurricane placed a large tree neatly on my car. USAA settled with a payment higher than I expected! This is after only 2 months of premiums in their pocket. Need I say more?

I have been with them for over 11 years. I have never had bad customer service. And trust me I call in all the time, with questions or when something happens to my car. Every time I have had a finder bender they fix it quickly and they even introduced me to my favorite auto body shop. Western Auto Crafters, in los angeles. Now I won't take it to any one else. This company is fantastic. I can't rave enough on how great they are.

We've only been with them a year but each time I've dealt with them, it's been smooth and positive. The representatives on the phone are knowledgeable, professional and quick - three combination traits difficult to find these days. I was with another insurance group for more than 25 years but decided to switch to USAA after reading all the kudos they were receiving from members (truly the best source) and relevant business magazines.

I have been a USAA member since 2004. I use them for all my banking needs and car/home insurance. It was a little difficult at first having a bank that doesnt have a local branch where I live. But as technology progresses, everything is done online. Now I can deposit checks on my phone and I can use any local ATMs to deposit/withdraw money at no cost (USAA reimburses ATM fees up to $15 per month.) Their customers service is friendly and always helpful. I highly recommend USAA!

I do business with USAA, both in banking and auto insurance, and I have had good experiences with them over the years. Their website is easy enough to navigate and seems to be well-maintained as I have never had any problems with it. I agree with one review that says that USAA makes a vet feel valued, both as one who has served in the military and as a customer; other banking entities and auto insurance companies could learn much from USAA and their webmasters. I say bravo, USAA!

Christine in deposits is beyond fabulous by taking more than enough time to help me with all my issues and patient and genuine. She helped me more than i have ever expected and usaa is amazing but this is the first time that it felt more than above and beyond. I have been dealing with many issues financially and embarrased to call but she walked me step by step. Supportive and patient and usaa you did a tremendous job with hiring someone like Christine. Especially in the world that we are living today when talking about financials isnt easy and her finding ways to help me get back on my feet by just taking the time to listen and give advice and help me in areas i didnt know about it. I know not every call is easy on both ends but kindness and genuine goes such a long way and she did and continues to do this to not only myself but others. Please give Christine a huge shout out.

I have had USAA insurance for ore than 15 years and never had them question a claim and I have had many of them. My first one was when a storm came thru and knocked over 2 trees that fell on my fence. They asked for pictures and an estimate of what it would cost to have them lifted off my fence cut them up and remove them. I sent them to them and was surprised to find they did not pay for the fence and have the tree removed they paid for the cost of the trees. When I was living in Belgium we had our house burn down and we had renters insurance with them all they asked for was a list of what we lost and the cost to replace our loss. This year they replaced the roof of my house. They sent a guy out and looked at it and said ok we will fix it. This year I had a car that was 2 years old and a guy ran a red light all my car was good for after that was a junk pile. The next day the adjuster came and looked at it and told me how much they would give me. I could not believe what they gave far more than I thought it was worth. Many insurance companies call and ask if I want to change companies and offer me a quote for insurance I tell them I will look at the quote but you will be wasting your and my time I am not going to change. I have not been given a quote that comes close to what I pay. So change? I think not.

I called to just get a quote. I had my policies in front of me, plus I'm a licensed insurance agent. I had been with my previous carrier for 25 years. They are no longer on my side! I have checked their rates in the past and it was less than $100 a year difference and never pulled the trigger. Well the auto went up and I had to have the policy re-written to get some new discounts. Then a couple of months later my homeowner policy renewed. It was outrageous and the no longer had standalone Inland Marine policies. It was being endorsed to the homeowner policy. I don't like that because if you have an Inland Marine claim and it's endorsed on your homeowner, it will count as a frequency. So, I called USAA one morning and got quotes. Compared each policy limits to compare apple to apple then discussed changes in various limits. I decided then and there I was switching. They issued the policies, walked me through everything. Why did I wait so long? My monthly premium auto pay is less then what it was with the previous company and they are taking it out 5-months on the auto and 11-months on home and VPP (inland marine). Also, you can call 3 or 4 o'clock in the morning if you have a question. The previous company had a recording and when you to speak with someone, you have to call your agent. My agent is never there. Cost is very important but so is service. USAA offers both.

Well first of all you have to have served in the military or be a child or dependent of a military person in order to qualify for membership (free). A visit to the site will show you an array of products and services that I won't try to elaborate on here. The site is famous for getting you to the right person in record time. The person you first speak to usually can handle any question or solve any problem you have (except for adding huge quantities of dollars to your account just for fun) or they will transfer you to the right person while staying on the line to make sure you get to that person. They are extremely friendly, courteous and always professional, perhaps because they deal with military personnel from all over the world every day. Their services are amazing like free checking, free checks, no fees for low balances, free ATM usage (up to a reasonable point) and they rebate your ATM fees back to your account each month which, by the way, they pay you interest on. You can deposit any check from home or from your cell phone (up to $2000 per day, provided you have a scanner at home or a camera in your phone. Their bill-pay service is free, their Auto insurance is probably the lowest in the nation and they rebate part of your annual premium to you depending on their claims for the year. They have a low cost investment account available, savings, teen accounts, college accounts designed to get kids started managing money with more options and free stuff than any of their competition that I know of. You can obtain a mortgage, car loans and lots of other financial services. USAA also has periodic deals with various providers to save you money like ADT home security systems. All in all, USAA is absolutely the finest company of any kind I have ever done business with./... and NO, I don't have any affiliation with them other than literally all of my financial business is with them, but trust me, this is an honest review and I would (and have) recommend USAA to anyone who has ever served in the Armed Forces or is somehow connected to someone who has. Enjoy.

100% permanent disabled as a result of military service. I’m treated with constant disrespect and bias and bringing forth concerns only worsens the treatment. Because I voice concerns I was subjected to multiple dispute reversals that USAA knew would result in overdraft. I’m confident USAA manipulated deposits and debits to benefit themselves and cause financial hardship on our veterans.

i had a house fire on thankgiving that completely destroyed my kitchen - my 10 year old and i have been displaced since then, and i have gone through 3 adjusters, and countless service agents, all of whom tell me how sorry the are, how terrrible this is and never follow up. today, my new adjustor, Mason, laughed at me, mocked me, told me i wasn't important, asked me "who do you think you are" and hung up on me. i subsequently made 4 additional calls to speak with someone higher up and was told someone would call me today - no one called. no one ever calls. these people are horrible. cruel, lacking in empathy, greedy, awful

How far (USAA) has fallen in such a short period.

They use to have world-class customer service. Now they have a cumbersome and error prone voice answering system that does its best to keep you from reaching a real associate.

They were always expensive but provided world class service and providers. Now contract providers work on your car with few options. Anything different, such as using your dealership, means total out of pocket and hopefully get refunded later.

Their prices use to be somewhat competitive. Now, they are 40% more expensive than GEICO for the exact same coverage. GEICO does work with your car dealer by the way.

I tell all my friends to spend their insurance funds elsewhere for better auto insurance, more competitive services, and much better customer service.

Can't get ahold of a LIVE person, if I don't have my phone which it broke I cannot update or pay my bills, I can't add a car on my insurance. The Authentication USAA uses is horrible! Everything is tied to your phone number even though I answered every security question and since I cannot receive a text from this horrible company I am stuck! Every time USAA claims it supports veterans I want to throw up how fake this company is!

Review:

I had the unfortunate experience of dealing with USAA after my daughter's car accident. I cannot stress enough how dishonest and deceitful their tactics have been throughout the entire claims process.

To provide some context, my daughter had just purchased her first car, which she saved up for two long years to finally purchase. She was driving cautiously and responsibly when the USAA insured driver ran a stop sign, causing a severe collision. It was a traumatic experience for her, with both physical and emotional consequences.

Despite clear evidence indicating their insured driver's fault, multiple USAA adjusters shamelessly turned the tables on my daughter, blaming her for the collision in order to evade their responsibility to repair her vehicle. Their conduct was appalling, taking advantage of a young, trusting (in honesty is the best policy) driver and attempting to shirk their financial obligations.

Throughout the claims process, USAA consistently demonstrated a complete disregard for their duty to act in good faith. They utilized deceptive tactics and attempted to intimidate and manipulate my daughter into accepting liability for an accident that was clearly not her fault. They used every trick in the book to avoid covering the repair costs, effectively robbing her of the money she had spent so long diligently saving in order to purchase her first car ( having purchased less than 2 weeks before USAA insured failing to yeild right of way, ran a stop sign causing the collision).

Furthermore, when we attempted to discuss the situation with their representatives, we were met with condescending attitudes and dismissive behavior. They lacked basic empathy and failed to address our concerns, leaving us feeling unheard and betrayed.

The lasting impact of this ordeal on my daughter's confidence and trust cannot be overstated. It is disheartening to witness an insurance company, whose primary purpose is to provide reliable coverage, resort to such corrupt practices to avoid fulfilling their obligations.

I strongly caution anyone seeking insurance coverage to steer clear of USAA. Their lack of integrity, their dishonesty, and outright manipulation make them unfit to be trusted with providing genuine care and financial protection in the event of an accident. Save yourself the headaches, frustration, and potentially devastating financial consequences—look elsewhere for a reputable insurance provider

After 23 years of being a member USAA fell from any trust with me. A person pretending to be an agent called and took the liberty to verify account just as normal and sent a new card which ended up being stolen then hacked!

Several days have been busy calling and trying to get no more cards sent yet I have received 3 more cards even after reporting fraud theft!

Utterly insane to have to deal with this.

08/01/2024 Approx 1PM was on account filling out application. Logged off when done, and approx 2:30 PM tried to get back on to check something and got hit with we need a copy of your drivers license front and back, and then refused to talk to me any more. there is NO way to talk to a real person which is making me wonder what kind of a bank will not talk to it's customers. if I needed to withdraw any money in an emergency from my account itg would be inaccessible because usaa won't talk to me. Did upload copy of DL but still get nothing for three days, luckily not an emergency but not feeling supported if they won't even talk to me.

Misleading information to settle at last minute. Adjuster did not use all information sent to her. No pain and suffering, no documents submitted under previous adjuster. No documents read submitted on May 17, 2024. I have not signed a settlement release. Tried to rescind, adjuster never answers telephone. Communication was delayed and held back to let the deadline expire.

I am filing a complaint regarding a claim that my wife and I filed back in September of 2023. We had experienced a water leak damage to our house. USAA sent Servpro out for water mitigation and cleanup. USAA couldn’t get a plumber for the leak so we had find a plumber to repair the leak. We had to pay a deductible of $2500 to Servpro plus an additional $3000 to the plumber. USAA claimed to not cover this specific issue/problem. USAA claims it doesn’t cover old pipes bursting which wasn’t the problem to begin with. We were just trying to seek reimbursement for the plumber cost.

I signed up for a USAA account back in 2012, when, I'm guessing, they are a much smaller banking platform. The cozier the establishment is, the better they seem to be, but over the past couple years, dealing with anything using USAA has become an agonizing experience.

In 2017, I needed a new car. It would have been convenient to finance a new car, with the bank is use, and have the funds automatically taken from my accounts without any of the notorized letters and forms other loans demands to do something as simple as give them your money automatically. However, it was explained to me that there is "a book" that dictates how much USAA will loan for a car, regardless of how high your credit score is. Payments in could have easily managed over three years were made impossible when they demanded I put $6,000 down, my entire savings at the time. I tried to barter for $3,000, but was told it was non-negotiable. EVERY OTHER BANK WAS WILLING TO FINANCE ME FOR NOTHING DOWN AT ALL.

Not a big deal, every bank had their standards right? It gets worse. Policy changes at USAA seem to change rapidly, with several 30 page long documents full of legalese, often over the span of a year, all in PDF format (which I still never recieve notifications for). These changes will accur, to the place you store YOUR hard earned money just too emphasize, with or without your knowing about them. An unfortunate circumstance saw to it that I had to get a new smartphone, and it just so happened my old one was destroyed on the same day they FORCED people too use two factor authentication. "For your safety," as they were keen to remind me. I have my money direct deposited to my savings account. With a limit on how much I can withdrawal on a daily basis from an ATM, this made it a multiple day ordeal before I could accumulate enough cash to get a new smartphone to "validate my identity through the mobile app". Having my password, pin, safety questions, SSN, my freaking birth certificate... Nothing mattered. I called, and was told in no uncertain terms that there was literally nothing that could be done, which is outright unacceptable.

I descovered recently that USAA quietly started blocking purchases of crypto currency a couple years ago when I tried to make some modest investments. After searching up why my card was being declined despite having the funds, the tale spun by USAA is that it is to "help mitigate fraud". This is beyond unacceptable. USAA has one job, amd that job is to provide a place to store my 1's and 0's in a convenient place for me to access the money I WORK FOR. I don't understand where they have gotten the idea in their head that they can decide what I am allowed to purchase, with my money, in my basic checking account that provides me with little to no benefits at their expense.

This is the last portion, and while I will preface this by saying my financial health is certainly my own responsibility, this is the straw the broke the camel's back. We live in a post pandemic work, where the economy is doing horribly, basic necessities are becoming more and more expensive, gas has shot through the roof, and there are TONS of people out of work with livelihoods destroyed. Having just recently left the service as of last year, I'm starting to feel the burn, and am slowly but surely adjusting my finances and lifestyle to get myself back on track. These things take time, and I'm not making nearly as much net income as I used to... So now I'm starting to trim the fat. However, a couple repeated "retry payments" from paypal within the course of two days, and I see that USAA is charging me $30 a pop and stacking. These aren't overdrafts, mind you. No, the services aren't being payed (which weren't even close to what USAA is charging me to begin with). No, this is simply an automated "service" that produces a $30 charge to my account, rapidly, so that they can make money... Off of the fact that I do not have money. Which almost inevitably ensures that, in a couple days when I do get payed, I will have even less to work with. I've cancelled eveey subscription I can think of, but with my modest income, and a new job, paying USAA $120 is a huge setback, that is incredibly hard to recover from, and it doesn't even handle the money I already owe. It is simply gravy for USAA, money they make for doing literally nothing.

Now you may say, "That last one at least is your own fault," and I would totally agree with you. I signed a contract, I should have managed my finances better... However, who expected the past year? I can only imagine that USAA has made an absolute killing off of the struggles people are facing, which is ethically abysmal at best. I don't have a business account with tons of benefits if I keep my balance up past a certain amount. I don't have a special account with high interest rates that they use to invest. I have a BASIC CHECKING ACCOUNT. And TONS of banks have limited overdraft that merely ask of you to pay what you rightly owe if you're struggling, without excessive fees.

One would expect that a bank dealing with soldiers and veteran families exclusively would be a cut above the rest. Instead, they have higher standards for their clientele, and lower standards for themselves. Which is why I've chosen to take my business elsewhere, and you should too. Find a nice brick and mortar if you can. They might not have all the flashy options and phone apps, but the people that legitimately work as part of a community, that haven't gotten to big for their britches, are FAR BETTER. Do not put your hard earned cash in the hands of people that see your potential hardship as an opportunity to purpetually syphone anything they can from you. There are plenty of banks that will value your investment in them, and will do anything they can to keep your there. USAA isn't one of them.

USAA reports charge off accounts as “late” month over month. The charge off indicator is derogatory in itself and hurts credit score. As the account is charged off, it factually cannot be late and no payment is expected. This is a violation of FCRA and a form of double jeopardy in terms of credit reporting. USAA is the only creditor reporting this way.

called in several time to check the status of my mailed out debit card and to unlock my credit card. Waited on the phone over an hour only to be hung up on. called in 6 times to be only put on hold for over an hour each time. This is unacceptable waiting that long. Your authentication is not just 2 but 3 or more. Need to speed that up once we put in our SS# and pin#. that's to much do 2 and that's it. If I call in again and get disconnected for whatever reason. I will close all my accounts with you and go to the next bank.

I deposited a check electronically for the above amount. I suffered an injury at my employ. This check was the first and desperately needed amount. I deposited it so I would be able to get my life altering medication. But no! Instead, with no way to reverse the deposit, you saw fit to put a 9 day hold on my inconsequential amount. $365.21 is a pittance to your company, but to me, that was a life raft. So, now I am closing my recently opened bank accounts and most likely my insurance policy. You, to a man are despicable. You don’t care about your customers or servicemen. I will also be making my experience with your organization a social media post on every viable platform. You care nothing for your customers. Congratulations

I am simply trying to add a car to my auto policy and HAVE TO HAVE Comprehensive IN ORDER TO GET Collison...? The car is paid off and this makes zero sense. ALL I WANT IS TO ADD A CAR WITH COLLISION AND NO ONE CAN DO THIS OR TELL ME WHY...No one there can tell me why and reps just hang up on you when confronted. HAVE HAD USAA FOR YEARS AND DROPPING THEM LIKE BAD HABIT ATER MULTIPLE FAILED ATTEMPTS ON THE SIMPLEST OF ISSUES.

My daughter was involved in an accident that was not her fault. USAA's investigation has also agreed that the fault was the other driver. My daughter has two small children and no car since May. She took her car in to get an estimate for the repairs. Months went by. USAA stopped paying for a rental and left my daughter owing $800. USAA decided to total the car (only cosmetic damage) when she wanted the car back USAA had it junked. So they have not paid her claim and she is still making car payments.

Calling the adjuster has been no help at all. Both hea nd his supervisor never seem to be in their office and the "We will return your call in less than 4 hours" has never happened.

One of my auto loans with USAA was sold to a 3rd party without my consent and knowledge as a charged off bad debt. Not only does this violates my privacy but this is after me calling several times speaking with an agent and also after sending a later about a billing dispute in-which the contract shouldn’t have been sent to a third party if my letter was acknowledged and stated that USAA did not credit my account(s) from the dividend payment(s) that they made off of my Treasury coupon via the electronic funds law transfer of the interest on my Treasury coupon.