This is not the experience we want you to have when you file a roadside claim, and I apologize for the frustration. I'd like to have your concerns reviewed further. I have escalated your situation to an insurance specialist who will be reaching out to you to address your concerns. Please allow 2-3 business days for contact. Thanks~Mike
Note that you have been responsive, thanks. I have been traveling for work and have not been able to call back and discuss this. Please call again and leave contact information.
Checking my claim status it appears USAA paid $58 on top of the $255 I paid out of pocket--really!?!? Looking forward to discussing this.
@Stuckwiththebill, I am sorry to hear that you have been unable to make contact with the roadside claims department. I will escalate this to the claims department and ask that a specialist reach out to you. Thank you.
Was strongly considering canceling my AAA Roadside Assistance (which has been spectacular) to USAA Roadside because it's so much cheaper. After reading all these nightmare experiences, I began to reconsider switching. So I called USAA to discuss the details of their Roadside Assitance, particularly the number of miles towed. Well well well...one agent told me that it would be the nearest facility or one you choose! Hmmm. I asked for clarification. Then she says Pep Boys or FixMe Mechanic -OR- one I choose within a 13 mile radius. Well now that seems acceptable since my mechanic would fall into that radius in my city.
I made the change on my policy, clicked submit, and it shows the new rate. However, it still shows coverage declined on Towing & Labor. So I call again. This time the agent knows nothing about the details of towing. After 30 minutes of call/hold time, she finds a brochure to mail to me. Wait, can you tell me the miles covered on a tow? She says, "I thought you wanted something mailed to you." Uh, no I never asked for that, but ok. Now she says it's the nearest facility plus ten miles. That's pretty interesting. Sounds like I could actually get to my own mechanic if the breakdown is in my city. She's getting a little flustered with me.
After reading all these nightmare experiences with USAA Roadside Assistance, I'm sticking with AAA. Based on the response time from USAA RA, I can't afford to be in a dangerous situation, or have my college kids stranded.
I think USAA is a great insurance company, and I am very thankful for them. They need to up their game on RA to protect their policyholders with the same great coverage they offer on everything else.
@clemm, I'm sorry to hear that your experience has been below your expectation and I truly appreciate you taking time out of your day to share your thoughts and feedback. I will be sure to share your feedback with our Subject Matter Experts as well. Please know that we are always here to help with any questions or concerns you have anytime. I wish you and your family a very Happy Holiday Season. ~ Shane
I'm a 50+ year member and have used USAA's Roadside Assistance program numerous times. The service I've received has always been timely and efficient. The only time I had any doubts was when the responding truck was driven by very small and slender young woman. Much to my surprise she handled the tools and jack with ease and had my blowout changed in minutes. I will be staying with USAA.
@Dinglesan, thank you for your 50 year plus membership with us. We're always proud to serve you each and every day. We also appreciate you taking the time to share your feedback with the roadside assistance claim. We look forward to many more years of assisting you. Have a wonderful day! ~ Robert