My wife and I were traveling to our new base (she’s in the military) when the side of the road collapsed under her truck, causing her to lose control and crash into a ditch.

Two weeks later, and after five phone calls, USAA finally told us it was a total loss.

It took them another two weeks to decide the value of the truck, in which time she had to call them over and over, with no one on the other end really knowing what was going on. We were quoted five days to get the payoff amount, and fourteen days later we still didn’t have it. Once we got the payoff amount, it was off by about $1,000 on options that the truck had that USAA said it didn’t have.

Due to her military obligation of actually showing up to work, we could no longer wait for the payoff to come (it had been another two weeks waiting for the payoff), so she bought a truck at a local dealership.

Come to find out, in this state you pay the taxes for a new vehicle at the DMV, not the dealership. My wife, understandably upset she was about to have to pay $2,000 in taxes upfront, contacted her salesman at the dealership. He said, “didn’t you get a tax credit when you totaled your truck?” Nope. Never heard of it.

We had to hear about this tax credit from a car salesman. Not from USAA. Not from the “experts”. When she called USAA to ask about it, the person said “oh you should have gotten that in the mail two weeks ago.” No. No we didn’t.

Oh and they finally paid her old truck off about two weeks after we bought the new one.

My experience with USAA has been 0/10 in every single aspect of this entire ordeal. Nothing was done properly, with any sort of efficiency or urgency to the fact that we were without a vehicle in a new state, and nothing was done with any regard for this “customer service excellency” USAA constantly brags about.

Oh also, when she went to get a new car loan, USAA offered her a 12% interest rate. She went to another bank and got 4%. Great rates. Really take care of their military members. Garbage.


@Brian16, this is certainly not the experience we want you to have when you file a claim with us.  I apologize.  I have located your file and am working to coordinate a review of how things were handled with one of our claim advocacy specialist.  Please allow 1-3 business days while your file is being assigned to a representative and reviewed. - Ina

Welcome to the USAA under Stuart Parker's leadership.  He needs to resign immediately.