My husband and I have been USAA members for 40 years. In 2016, a rock hit my windhield, a crack developed and I filed a claim with USAA. At that time, we paid NOTHING, and the windshield was replaced. Fast forward to 2018 when the same thing happened. Filed a claim with USAA and was told I will have to pay $500+ for replacement because I have a $1000 deductible. I had the exact same deductible in 2016 and the exact same policy. And no one at USAA can or will explain to me why this time is different. I asked that this be referred to a supervisor and was told that someone would call me, but I have received no calls, no explanation. Tomorrow Safelight is coming to fix my windshield. USAA probably thinks that I will just drop it once my windshield is fixed, but I will not. Apparently Safelight is guilty of false advertising and I will be referring the matter to whatever regulatory agency that looks at truth in advertising. And I will be taking my experience with USAA to social media, as well as in a letter to the Board of Directors. After 40 years, I am consideing exploring other insurance options, because USAA no longer cares about their customers. Other insurers seem to manage to replace windshields at a minimal cost to their customers. The USAA customer service has become a myth. I can actually remember when it was excellent. I see that I am not the first person to complain about the windshield replacement.
Thank you for over 40 years of membership, and I apologize for the inconvenience and frustration you have experienced with your glass claim. Please know we take your concerns very seriously, and I have escalated your situation to our CEO Member Relations Team who will be reaching out to you to address your concerns. Thanks~ Mike