I've been a USAA members for more than 30 years and my parents have been USAA members for more than 50 years (my mother worked for USAA at one point). My spouse and I have multiple banking accounts, credit cards, and insurance policies with USAA. But that's all about to change.
A home owners insurance claim we made in May 2021 has turned into a disaster. It started with a bad contractor that USAA sent, then it turned into a battle over the scope and cost of the repairs, and throughout it all we've been passed off from one adjuster to another and fed a series of half-truths and outright lies. Even the department manager has fed us a load of bull at times while also apologizing and promising the problems would stop.
We've tried to be patient throughout the whole process, taking into account the impact of the pandemic, the difficulty of working from home and maintaining staff, and the knowledge that other members are dealing with disaster-related claims and/or being deployed. Even with that grace given, the level of customer service has been abhorrent. We would not wish our experience on anyone.
The result of this claim has been extradordinary: The contractor's unnecessary remediation work caused the claim size to ballon; delays in claim processing caused repairs and material orders to be pushed back months and in increased material costs; and, the experience has caused us to lose complete faith in USAA as an organization. I should also mention that USAA declined to renew our home insurance policy but at least I can blame algorithms, not people, for that.
There is something organizationally rotten at USAA that needs to be repaired. I don't know if current leadership is the cause or if they're simply not addressing the issue. Regardless, leadership is not adequately serving members and that should be their priority. If leadership is aware of these issues, they should be ashamed. If they're not unaware of these issues, give them a medal for ignorance.
-- An Imminently Former Member
I'm sorry to learn of your problems with USAA but I feel vindicated to hear that others are experiencing a decline in the caliber of service we long-term (in my case >53 years) members, rightfully, have come to expect. Although not ready to give up my membership, I have experienced problems that make me wonder if USAA, along with lowering its membership standards, has also lowered its employment standards. Mistakes have been made that make me wonder if the representative has a hearing problem, an understanding problem, or a cognitive problem. I recently reduced a transfer amount and canceled the original one, but the next month both transfers were made. This is just one of many frustrations I have had: It ain't what it used to be!
It's no secret that other insurers have lower premiums, but that would be OK ("You get what you pay for.") because members enjoy annual distributions that are substantial. Additionally, any increased costs would be worth it were the service up to USAA's prior performance. Alas, it isn't.
One of my pet peeve is the stupid jingle we are subjected to while on hold, something that started a few years ago. I, and I imagine, others complained about "Hey, hey, USAA" when the jingle first started, and it has since been toned down; but its STILL there!
I noticed that the problems started when USAA first opened up to the enlisted ranks. USAA was founded by officers FOR officers, and I believe the degradation of service is a direct result of this change. I hate to say this, but I think there's been a concerted effort to "dumb down" USAA to make it more appealing to the newcomers. Perhaps it's noble to offer insurance to anyone who served honorably, but not at the expense of the values that built USAA in the first place, one of the foundations being that, as officers, membes' statements could always be taken as true. Maybe that's no longer the case and the degradtions we have witnessed are a reflection of it?
I hope someone is reading these comments and is "listening." If not, USAA will eventually become indistinguishable from all the other players out there.
@COLAMK, I can certainly understand your frustration with both transfers being processed after you reduced a transfer amount and canceled the original one. Thank you for bringing this issue to our attention. We will conduct a thorough review of the situation. ~DC
Hello @COLAMK, this is difficult to read from a long-time member of 53+ years. We truly value your membership and your concerns are taken seriously. We would appreciate the opportunity to address your concerns with our insurance rates and to do a review of your policy information along with the available discounts in your location. To best serve you, please connect with our insurance professionals via chat on usaa.com from the Chat option at the top of the page or on the mobile app. I have noted your account for our office to be aware of your inquiry. Thank you for many years of membership and we look forward to hearing from you. -Paula
I have only been a USAA member for 51 years, but have experienced many of the same things enumerated by the poster. But, you lit up my "hot button" when you mentioned contact with someone to review policies and see what discounts might be available in his area. Why were these discounts not made available at the time the policy was written or renewed? You have all the information on the member to automatically apply discounts to the policy. Other companies do it. Why not USAA? Did you just step in it by divulging a deficiency with the way you addressed the problem?
As an over 50 year member, I too feel the USAA I joined in 1969 is long gone. But times change and so far I have stayed on what appears to be a slowly sinking ship. Looking at the official USAA responses to member complaints on this message board I am further dismayed. No solutions or viable actions just some weak platitudes and disingenuous expressions of concern. USAA was, at one time great, competitive pricing with unparalleled service. It ain't great anymore!
I hear you! I am having similar experiences which unfortunately seem to coincide with Mr. Peacock's ascension to the throne. Perhaps it's just coincidental, but ever since the first CEO without a military background took over, service has been getting worse and worse. I take solace in the fact that whenever I post here, someone calls me to apologize on his behalf. Doesn't fix or improve things, but it makes me feel like at least I am responsible for another person having a job. In my current nightmare, I am being asked to be the communication link between the vehicle and property claims department, because apparently this HUGE modern organization doesn't have a way of exchanging relevant information between adjusters on related claims. Oh, USAA, please forgive me for having the audacity to let my vehicle be broken into and my personal property stolen from it - and then asking for you to make good on the policies I have been paying for. If only real life were as good as the endless TV commercials that USAA us spending our premiums on.
I used to have all my financial activities under USAA but they have lost my mortage, switched to a hometown credit that would do a cash out re-fi, switched my auto and home owners with windstorm to State Farm since USAA left the Gulf Coast like a scared school girl back in 2005 (After Hurrican Ivan).
They have just phucked up the banking web page so I think I have had enough B.S. all a round from USAA, Switched my invenstments over to Charles Schwab, much better.
I no longer use the USAA Credit Card. What am I still doing here. The party is over, someone please turn the lights out.
I left USAA for my homeowners due to the fact when my divorce was finalized they literally raised my policy from 1700 to 2800 granted I’ve been a USAA member since 16 under my father (retired Col) & longer than ex-husband. They refused to release my wind mitigation report due to privacy issue (policy was under ex yet on my property) so I had to pay to have another one done. They also refused to release the appraisal on my engagement ring and other jewelry. So I dropped them & went w/ State Farm & then I moved both my vehicles to State Farm due to the same issue. It’s sad. You are already going through an emotional event & your bank treats poorly. I still bank w/ them but that may be changing. Whenever I call they thank me for being a member for 35 years & I laugh. I’ve called & written complaining of this policy but it falls upon deaf ears. When I call in I even go to a different dept since divorcée.
My parents have fought USAA for 3 years re: roof repairs & finally got atty & they settled. Sad you have to threaten your own ins company w/ a legal suit to get a response.
Sorry to hear about your experience with the insurance situation. Been a USAA member since early-mid 80s (before my commission). I wasn't happy with their banking/credit card/investment services so I left them about 5 yrs ago. Things actually worked out much better. Better service, returns and no headaches. The government fines USAA received over the past few years only substantiated my actions. Like many have said--they're great if you want to start products/services, but when you need them to step up--then it's a different issue. I'm looking at my auto/home insurance policies now (renews in Apr-May), and I think the premiums for both are a little high. I might be willing to hang out another year for my Homeowners, but not the auto. I have large deductibles, no PIP, very low mileage, liability basically on one 20+ yr old vehicle, and am near $1K (for a six month policy). The other two vehicles also have high deductibles, no PIP and are 13 and 14yrs old. I know that I can save money with other insurance companies, but if I move my vehicles--I'll have to move my homeowners as well. I think that what ever annual distributions members might get now and the next couple of years--will eventually be offset by the annual premium increases. Those small adjustments you get during the renewal are becoming smaller and smaller by the year. I remember not too long ago when they were pretty good. But you know what they say. All good things must come to an end--and USAA has definately going in that direction. In the coming days, I plan to visit a few insurance offices to see what kind of options are out there.
USAA CSR: No need contact me or send to a rep.
You need to understand that the USAA CEO's main focus is increasing his $5,000,000.00/year salary and instilling his and the board's woke beliefs onto USAA. He doesn't care about you and your claim experience. You were loyal to USAA for 30 years and they won't renew your homeowners policy. You were loyal to USAA but USAA is not loyal to you. You blame the algorithm for this. I blame the CEO who oversees the algorithm.
FIRE THE BIRD
A PEACOCK ONLY LEAD FINANCIAL INSTITUTION WHO PROVES ITSELF HOLLOW ON THE DAILY IS UNWELCOME, UNNECESSARY, AND A TOTAL BREACH OF MEMBER TRUST....
PROBABLY NOT EVEN HIS REAL NAME, ONLY BENEFITING OFF ALL THE PROFILES HE PIRATED THE IDENTITIES TO FUND HIS INVESTMENT ADVISORS WITH UNLEVERED THIRD WIFE BENEFITS
One of the upsetting things about USAA's decline is that the executives are not putting employees in a position to succeed. A company's service level doesn't decline so substantially unless leadership allows to it by not empowering employees.
I am sorry you have had this experience, but I have been thinking of leaving USAA also because the Customer Experience has bottomed out. It was the only reason I was willing to pay their rates, but now, I am lucky if I can get a person on the phone, and it is rarely an experienced one. Nothing is a substitute for a person answering the phone. Can't stand all the recordings.
Look, I don't know who is to blame. Not just CEO, USAA have share holders and entire board members. Someone is making stupid decisions, like no more live person for your claims, they automated almost all of the customer service functions, they do not reply to claims, concerns in timely manner and when they do, reply is absolutely rude, irrelevent, makes you feel like, they did not even read your concerns, just reading a reply from a printed paper. Do you remember USAA offered car buying service, it was free, you were able to see carfax reports...it is gone. All of the other little things they used to ofer gone. Their online system is no longer user friendly, you can't find the info you need, and really nobody to contact to ask. They have the NERVE to advertise that they serve military and military members. SHAME ON YOU USAA, Shame.
USAA is a private company. Everything is controlled by the CEO and the Board of Directors. There are no stockholders. So called "members" are only customers. "Members" have no ownership rights. Please add or correct anything known to be stated incorrectly stated here. All the best to the remaining USAA customers.
As far as I know USAA has no stockholders. USAA is a private company. So called " MEMBERS" do not own anything. Everything is controlled by the " Big Guy". Last year USAA sold off all investment account "MEMBERS" to third parties for $ billions. So now the party is on to rock and roll with the proceeds from selling the customers to fund the "BIGGIES". All the best to you and yours.
@Ozbaltaci, Thanks for taking the time to share your customer service experience. I've forwarded your comments to the appropriate area. We continually look for opportunity to improve our services and your feedback will help us do so. - Ben