The Saturday after Thanksgiving 11/25/17, I was driving my wife's vehicle back from out of town, when we hit a 350lb deer. The impact significantly damaged her SUV, requiring it to be towed from the accident. I was able to file my claim online, reserve a rental, and submit a police report. On Monday we received the rental, and by Tuesday afternoon, the tow company had released our vehicle to USAA. Today, 12/18/2017, we still have not even been updated if our SUV is totalled or reparable. I have called weekly to ask for updates, and the representative tells me, nothing yet, maybe next week. On 12/13/2017 I called my adjuster and left her a message stating this was unacceptable, we still have not gotten an answer, she called back stating that the outside adjuster was going to have the report in by Friday 12/15/17. No calls. Friday, 12/15/2017 however, we get a letter in the mail stating our premiums are going to increase for the following claim, and the "reason box" was left blank... they are going to raise my rates for the accident with the deer, but yet are unable to tell me this because they don't even know what they are going to do. Today,Monday, 12/18/2017, my adjuster called me to tell me that they still have no answer on the vehicle. We just want our vehicle back, I could have done the repairs myself at this point, and saved USAA the thousands of dollars that a rental costs over almost a month now, before they even can come up with an answer for what they want to do. My father has been a member for 45 years with this company, I myself am an IRAQ war veteran, Honorably discharged after seven years in the ARMY. I have 4 vehicles and a home insured by USAA and this is our first claim. This is how USAA treats Veterans. 



I am sorry to hear about the accident, and I hope you are okay!  I definitely want to have your situation reviewed further.  I have escalated your situation to a member of management who will be reaching out to you to address your concerns.  ~Mike

I wanted to reach out regarding your Auto insurance premium. I am researching your account and will contact you in the next 24 hours with the details of the review which will be sent via a private message to your account.

You have perfectly described the exact response I received from USAA after I was hit by a fellow USAA member. It took USAA over a month to total my SUV and reimburse me a small amount for my vehicle. I was on the phone daily to USAA and received the complete runaround. This was in Aug of * and we have not settled our claim as I need additional surgery which I will have to pay for as Med pay is only good for a year. Every member should carefully read their policy so you will know exactly what to expect should you be in an accident and be injured. The experience with USAA has been a nightmare. They do not have your back. I’m sorry to read nothing has changed in over a year.

I appreciate your feedback, Beach Girl 60. I'm sorry to hear about the accident and regret any frustration you have experienced. I would like to engage a claims specialist to review your concerns further and follow-up with you. Thank you for the opportunity to address your concerns.