I had a phone call today from someone who reports to the CEO's office. This is the first time that I felt like someone actually listened and understood my concerns. It was not the same robotic responsed I have been getting from the total loss reps. We went over everything and I am very optimistic that this will be handles appropriately. Fingers crossed!
CCC is working for USAA and they have the contract because they make USAA money. Horrible experience, they do not follow their own guidelines. Check them out on the web. Bad company and this who USAA is deciding to do business with. CCC coupled with the USAA points of contact in the total loss department makes this a horrible situation. I have heard State Farm is much better and boy is everyone we know surprised of USAA's process and treatment.
So my guess is that for an accident on 12/21 and it is now 2/1 they are just waiting me out. Got the same info about providing them comps, you could tell from the call it was garbage, they could care less what comps I come up with . An what about the supposed executive Team helpers, I don't think they are every at work or something given they will not call back.
How did this happen to a complany I was so proud to be a part of?
I have never in my life taken the time to voice my frustrations on a forum like this...unfortunately, my experience with USAA in this process compelled me to share.
beck23, You captured 75% of my frustrations, not the least of which were lost checks, checks sent to wrong addresses, no FedEx tracking #'s, short working hours (9am-4pm, REALLY??)...AND...the disrespectful and appathetic attitude to go along with the "do you know that I work on 500 cases per day" comment from my primary Total Loss rep, . Of the 5 different reps I delt with (because you can never reach your same rep when you need to), 2 were nice but incompetent, 2 were condecending, distracted, and disrespectful...and one...only one...actually tried to go above and beyond and was solid
USAA, WAKE UP! Add bodies, better training, and better customer service attitudes to this department. I feel sorry for those that are just claimants...I was both claiment and a 35 year member. WOW.
Moderators note: Post has been edited due to Member Community posting guidelines
@35yrMember1 Thank for reaching out to us regarding your recent claims experience. I have escalated your concerns to a subject matter expert to review. They will be following up with you in the next 1 to 2 business days.
The person that rear ended you.Their insurance should paid for your total loss. Not usaa.
Doesn't excuse USAA's incompetence in dealing with the matter. If USAA is handling the claim, they should handle the claim, not make excuses for why they can't get the job done.