I've been treated terrible by USAA Claims and Investigation for a hit-and-run I reported 2 weeks ago. To this day (2 weeks from reporting loss on 9/24) I have not been offered any details (a rental car, decision on my deductable, etc.) or had any conversation with my adjuster. I was just vistied by an "investigator" last Thursday (10/4) who attempted to use intimidation and baiting tactics to stress me out. I'm not on trial, nor have I comitted any crime, and yet I was being interrogated by a USAA claims representative.
I'm appauled by the utter lack of professionalism and business conduct this "insurance" company has been operating by. I've been ping-ponged to TWO different "adjusters" (haven't had a single word with either of them) and spoken in-person with this "investigator". My car was towed on 09/24 to a shop, which was then towed to another shop. I've been receiving text message updates from the Auto Repair shop informing me that my car will be fixed and completed on 10/22, and yet, my insurance adjustment and "investigation" has not yet been concluded. That is not right. My vehicle should not be repaired for damages amounting to nearly $7,000, according to the auto shops quote, before I'm told what my insurance will cover. That is an unacceptable way to conduct business.
I've been a USAA Memeber for 6 years, never reported a claim, never received any tickets/violations, etc. and the ONE time I need to count on USAA to be there for me, they completely drop the ball. I've advocated for this insurance company. I've given nothing but high praise for USAA. I thought I was taken care of and appreciated. It's an absolute slap to the face to find out that I've been promoting a company that could care less about my loyalty and commitment at a moment when I needed them most. My grandparents are rolling in their graves knowing that this "exclusive" insurance company, supposedly here for vetrans and their families, is a sham and gimmic. I'll be seperating from USAA as soon as my renewal comes up. This is no way for any person to experience their first ever insurance claim. Unacceptable.
Please know that it is never our intent for you to feel this way when you file a claim. I'd like to have your concerns reviewed further. I have escalated your situation to a subject matter expert who will be reaching out to you to address your concerns. Please allow 2-3 business days for contact. Thanks~ Mike
Well, Mike, I appreciate the sentiment -- but I don't expect to hear back from anyone on your end. I've already been in line to speak with the supervisor of the investigator for 2 business days. Like many others in this forum, I've come to accept that this company has failed me.
You shouldn't have to wait for renewal to switch. I would wait to get your situation sorted out and then move on. If you have paid in full, they should pro-rate reimburse you for your premium payments. Just throwing that out there.