I can relate. My most recent claims experience has been so disappointing, and so unlike the USAA of old. I reported an auto claim on 4 June of this year. The telephone representative stated that my vehicle would probably be totaled, despite the fact that no USAA representative had seen the damage. The USAA telephone representative further advised that an auditor would arrive on June 7th to assess the damage. No one showed for the next few days. I called back to USAA only to be initially told I should wait 3 business days for a representative to be assigned. Of course, that window of opportunity already passed. Later that day, I wrote to the following to my claims status page:
June 9, 2021 at 7:21 p.m. CT
I was initially advised that an auditor would assess my vehicle on Monday, 7 Jun 2021. To date, I have received no further updates. Assuming the initially proposed schedule has changed, when should I expect the vehicle assessment to occur? Please advise.
USAA replies:
June 10, 2021 at 8:42 a.m. CT
Still waiting for an appraiser to be assigned to the claim I just checked
Frustrated that I was not getting much response to my claim, I actually respond to a customer service feedback email I received on 11 June.
USAA
June 11, 2021 at 7:17 p.m. CT
Please Tell Us …
Your claims experience is important to us. We'd like to know how we're doing so far.
June 15, 2021 at 10:18 a.m. CT
So far, responsiveness is much slower than I expected.
The following week (14-18 June), I was advised that no person had been assigned because of COVID-19. I was then advised to send photos of the damage along with my vehicle ID number (VIN) to USAA. I initially sent that information to my claims status page.
Upon follow-up the next week (21-25 June), USAA advised they could not access that info, and gave me an alternate e-mail address to forward the information. Asking why the process was taking so long, a USAA telephone representative advised that my initial claim had somehow been canceled, and had to be re-instated. I sent the information to the address, and awaited action. I finally received a claims response on 28 June. I requested an extension to my rental car authorization, since I had been using a rental as authorized in my policy since 7 June.
Although the notice I received states it is not an actual authorization to do any repairs, I took a copy of it to my repair facility to give them an idea of what damages USAA would cover. That was around 1 July or just before the holiday weekend. I am approaching a full month of using the rental, and the rental car company is calling advising that USAA. I follow-up with my repair facility after the Independence Day weekend, about the USAA coverage data I received. They advised that the USAA review did not quite cover all the damages, and we needed to respond and update the assessment. There was no means for me to do that, so the repair facility and I called to USAA to make an update. I was surprised to note that the repair facility received no information from USAA regarding my claim, or how to make updates to claimed damages needing coverage. It is the 15 of July before my repair facility receives any correspondence from USAA. The car rental organization is calling me, advising that I need further authorization on my vehicle rental. I call USAA, which advised they had to do a manager review, and could not authorize the rental until after they processed the supplemental data for my claim. I advised the car rental facility of my dilemma, and was able to use the vehicle for a while longer.
On 28 July, USAA processed my supplement to my claim, but omitted several items from the supplement. USAA has still not officially authorized an extension of my car rental. Of course, when the claim payment is issued, there are no details given on the items that were covered…at least not to the policy holder. My repair facility advised me that part of our supplement was omitted. After conferring with my repair facility and USAA, we resent the supplement to a different USAA POC.
Forward to 9 August, and I am still trying to get an extension on my vehicle rental.
Me:
August 9, 2021 at 3:40 p.m. CT
I am still in need of the extension for my rental car authorization. I was advised the authorization would be extended upon completion of the supplemental claim info. The supplement (s) have been done, but I still need the authorization update
USAA replies:
August 9, 2021 at 4:57 p.m. CT
Sorry for the delays. The shop you are using is not in our network therefore, we can not control much of what they do but we did talk to the shop today and they said you had the timeline for repairs. We need the timeline starting with the drop date, parts order, parts received, and supplement timeline. We need that in order to review the rental extension but if we can not get the timeline then the shop delays are not covered under the policy and could charge out of pocket for rental moving forward. Please share the timeline if you have it because the shop is stating they do not have a timeline.
NOTE: Now my adjuster is Ms. X. Xxxxx
Unfortunately, the rental car facility demanded the return of their vehicle on 9 August because USAA would not authorize an extension. On 10 August, I complained to USAA, who advised that they would authorize the rental only until 30 July. I returned the vehicle, and had to pay for the days I used the vehicle in August (~ $345). My supplement to my claim was approved on 10 August around 4:42 pm (ET). My vehicle is still in the shop.
As you might have noted from above, the USAA representative attempts to deflect, and insinuate that my repair facility was prime source of delay in turnaround time for my vehicle repair. I am sorely disappointed the poor responsiveness, lackluster performance, and lack of accountability throughout this …experience. This current USAA falls far short of the USAA I joined over 35 years ago.
Moderator Note: For the privacy of the employee, this post was edited.
