Is when my son totaled his 2013 Civic.


I asked for actual cash value on it. I sent in comps.


USAA offered 3K less.


I got an appriaiser for 700. The appraisers agreed on my actual cash value price to the cent. USAA cost us money we don't have to reach a conclusion I already offered.


I asked USAA to cover the items in the car, per my son's insurance policy. Snow boards, a Thule system and roof racks that were detroyed in the accident. It's like they fall on deaf ears. Leon , you need to pay attention and actually answer questions instead of sending email after email. You're not doing your job.  Someone should audit you... and I think I may just ask NH Insurance Board to do that.


I asked USAA to cover Taxes, Title and Registration costs, per my son's insurance policy.


It's 30 April, 2020.  Nada, just the cash value I found, that cost me 700.00 to negotiate because USAA would not listen to what I had to say.

Waiting for the call with the local news station now.


Might talk with an attorney.


USAA still plays games with all of this, with some 3rd party agency asking for my personal power of attorney (will never happen) and not offering what my policy says they must cover.


Still taking money out of my pocket, while my son has nothing to drive.

USAA has had the car since 18Feb2020.  If anyone is still with USAA, run, run away.Other insurance companies that USAA won't let me post  all have the customer service that USAA used to. They also cost less and give back more.


Retired CDR, US Navy.


Moderators note: Post has been edited due to Member Community posting guidelines



@Grendel2 Thank you for sharing your concerns. I have escalated this to a subject matter expert to review further. They will be following up with you in the next 1 to 2 busienss days. 

Great, it's already been 2.5 months without a resolution.


Talking with some news folks on Monday.


Just filed with the NH Insurance Dept.

I am so sorry but I honestly feel you. I have been fighting with USAA since August 2019 on my total loss. They are so rude and disrespectful. The actually never have settled with me they went to my finance company and settled with them and didnt inform me. USAA STATED IT DOESNT MATTER WE DONT NEED YOU. THE FINANCE COMPANY IS WHO HAS THE AUTHORITY TO SIGN THE TITLE OVER.

@Lotsoflove8319, I regret to hear about your dissatisfaction with the handling of your auto claim. This is certainly not the experience we want you to have when you file a claim with us. I have asked a business specialist to investigate your situation further and to follow-up with you. I am hopeful they will be able to resolve your concerns. Please expect contact within 3-4 business days. -LeKisha

Generally personal items inside or on a car are not covered under a personal auto policy. 

There is an apprasial clause in your insurance contract.   You should have used that first, but since you've already had it appraised you can still invoke that.  USAA will hire and indepenent appraiser as well and if they can't agree both sides agree on a 3rd appraiser. 

It usually says something like this:


If we and you do not agree on the amount of loss,
either may demand an appraisal of the loss. In
this event, each party will select a competent and
impartial appraiser. The two appraisers will select
an umpire. The appraisers will state separately
the actual cash value and the amount of loss. If
they fail to agree, they will submit their differences to the umpire. A decision agreed to by any
two will be binding. Each party will:
1. Pay its chosen appraiser; and
2. Bear the expenses of the appraisal and umpire equally.


The TV station is a waste of your time.   If you have a complaint contact your state's insurance regulator.   A link to a map of the USA follows so you can find the appropirate contact for your state.  The regulators have investigative, civil and criminal powers of USAA and all other insurance companies licensed to do business in your state.

I did use the appraisal clause.  That is what I am referring to.

Personal items ARE covered under my policy here in NH.

I did contact the NH Isurance Dept.  they are investigating.

Also got the office of the CEO.

Sad that I have to do all this, eh? I have over 50 hours into this.

Welcome to the USAA who's only concern is the CEO compensation of $5,000,000.00/year.  Think about that as they are low-balling your insurance claim.

Still without resolution.

USAA contracts out the total loss process to IAAI Title Procurment.


They want you to sign a power of attorney,  I asked for a slightly more limited POA. IAAI for beligerent with me.


I'd happily sign the title over to USAA and they can sell it to whoever they want.

@Grendel2, I reviewed your claim and it indicates a subject matter expert has been in contact with you. I will forward them your message so they can call you again to address your concerns about the total loss claim. I'm certain they will be able to resolve your concerns. Please expect contact within 3-4 business days. Have a great evening. -LeKisha