When did USAA get too big? I remember as a young Lt that USAA was great. Helpful when moving, great car insurance rates, and great banking. Over the last 20 years they have added many great services...the app, mobile banking, bill pay etc....
But when did they get too big and forget their roots. I am now retired and have found the last year or so with USAA being treated like I was dealing with Chase or BofA. I called recently to ask about an issue with the mobile app and all I got was the rep hiding behind "internet security" as the excuse for everything. Did not try and help and was rude as sh*t the entire time on the phone. Not the USAA I remember. I have recently purchased another home and found USAA's mortgage company is a hot mess...do not use them. The homeowner's insurance rate that was quoted today 7/30/15 was 4 times higher than State Farm. And if I bundled my car insurance and homeowner's with State Farm they all came out to be MUCH cheaper than USAA. And State Farm is not some fly by night insurance carrier. When did this happen? I have a perfect driving record...USAA use to be the lowest by far! And the home insurance was shocking. The last thing I will mention is the customer service at USAA...is becoming terrible. It's almost as bad as calling Sprint. I just got off the phone with the car insurance department and was basically laughed at by the rep for asking a question. I think it is time to start considering alternatives to banking, credit cards, investments, and insurance. USAA is unfortunately becoming too big for their britches and losing touch with their roots.
Thank you for taking the time to comment in the community. I have sent your concerns over to our banking and insurance partners. We hope that we are able to restore your faith in us!
Dear Frustrated 2015,
Thank you for your long time membership. We truly appreciate member feedback and appreciate you taking the time to comment here. Your feedback has been shared with our banking, claims and life insurance departments. Thank you.
I used to think that USAA was the greatest and have slowly been switching services. The insurance rates continued to go up despite never making a claim. I have found combined insurance through Allstate for significantly less. I have found online SAVINGS accounts with double the interest of my USAA CD's. I just finished completing a transfer of my Roth IRA to Vanguard as a result of my portfolio going -3% last year; how does that happen when everyone else is seeing gains with 95% less expense ratio of USAA mutual funds. I have gone from Checking, Savings, Credit Cards, CD's, Home insurance, Auto insurance, and Investment accounts to now just the checking and CD which will be discontinued as soon as I change my automatic withdrawals and the CD matures. I have found much better options out there. Even the rewards credit card has seen severe decline.
Dissapointed76 and Leaving Soon,
We value the time it has taken you to reach out to us in Community. I have escalated both of your concerns to the appropriate area, and a member services representative will reach out to you directly. Thank you.
I'm in the same boat. There was a time (not so long ago) that I would have laughed if someone told me that I would leave USAA after 2 plus decades of membership. Here I am with auto insurance from Progre$$ive, home insurance with Grange. USAA’s insurance rates are getting ridiculous. I first tried to get home insurance in Arizona. It came back extremely high. The rep told me, “Sometimes it comes back high like that for various reasons. Try us again later or if you move”. Fast forward two years and we move to Oregon. I give USAA another try… only to be even further out of the realm of consideration. Apparently, I like to live in some really risky areas.
For years my auto rates were slowly raising every six months (I had a teenage daughter on my policy after all) to the point I was paying these ridiculous insurance payments every month. Because of my blind loyalty to USAA, my wife starts a solo journey shopping other insurance companies and opened my eyes. We ended up switch to progre$$ive and saved THOUSANDS of dollars a year.
Window opens for USAA to reclaim us as customers… Our policy with Progre$$ive expires this week and my daughter (who is now 21) is getting her own insurance. The timing is perfect and I want to give USAA another try (Never have I tried so hard to give a single company my hard earned money as I have with USAA). I did their online quote, but it came back high compared to my renewal with Progre$$ive. Reviewing USAA’s results I see it picked up a minor accident my daughter had in Virginia last year while with Progre$$ive (She is in the navy and lives across the country). It’s incorrectly reporting that my wife had the accident.
So I call. Surely this can be an easy fix and the rate quoted by USAA will come down so I can jump back to them. Long story short, the only “solution” is to have my daughter cancel her reasonably priced insurance with Geico and get her insurance through USAA so they can transfer the accident off of us and on to her. What? I’m not doing that to my princess. Not to mention, somehow during the process, my quote increased by $800. I ended the call and renewed with Progre$$ive (the company that paid the claim) and called my daughter to see how the Navy is treating her and tell her that I’m glad she got a good rate with Geico.
What is happening to USAA?