Challenging cumbersome experience,I realize we are in the middle of a pandemic but I dont think that excuse poor service


I filed a property claim on March 27, 2020.  Since that time I have dealt with multiple claim adjusters and representative, opposed to having one adjuster taking ownership of this claim.  As a result, I would often receive multiple answers to questions presented; this only created additional calls to obtain clarification.  

Secondly, I selected a contractor from USAA's property Direct Repair Program, it's my opinion this company was accustomed to providing mediocre services.  My expectation was to have my home rebuilt to the specifications prior to the damage.  I sought assistance from USAA for two weeks and attempted to resolve this matter directly with the contractor.   I felt as though I was left and had to navigate this claim with little guidance. I'm very dissatisfied with the service I received; it’s also noteworthy to mention that I have incomplete home repairs; I have submitted some pictures of the work to USAA.  I requested a call back from a department director/manager on April 26, 2020.  Again I understand that we are in a middle of a pandemic, however I'm under the belief that we do not have to compromise on the delivery of service.  Thanks, I only wanted to share my experience. 



@Faithfuldaugther, I am terribly sorry to hear that you have concerns with your claims experience. We do not want you to feel this way, regardless of any other circumstances taking place in the world. I have located your information and I am escalating this to a specialist. They will be able to look into your situation and reach out to you. Please allow 2-3 business days for this to occur. Thank you.


I'm working with the claim's director in resolving this matter, I hope to reach a resolution soon.  After reviweing some of the dissuccion threads under this forum, I'm now concerned that our home ownerns insurance premium will increase as a result.  Is there reason to be?  


Hello @Faithfuldaughter, we hope your matter is resolved soon as well.  I certainly can understand the concerns about increasing rates after putting in a claim and we'd like to help address them.  If no claims have been made, your home may be receiving a Claims Free Discount.  To better review your policy in more detail about savings and discounts, please reach out to us via secured chat or by phone with an insurance specialists.  Thank you for your membership and we look forward to hearing from you soon to address your rate concerns.  ~ Marco


I recently received a telephone call from an agent within the CEO/Advocacy department, at that time I declined the request for assistance, as I was working with someone in the claims department.   Today that person and I hit an impasse, as I was constantly asked to secure additional estimates; and secondly I felt as though her intent was to reassign responsibility to someone else.

 I'v had four contractors to come into my home to determine their cost in completing a job, each contractor has conveyed it's "too small" for them to take on or stated the minimum repairs need to equal $1000 before they could accept the job.  Today I was asked to consult with my neighbors or a handyman in securing additional estimates.  Why can't we work towards a resolution with the verbal estimates I have?  I'm willing to ask for written estimates.    How many more people would you all (USAA) like for me to invite into my home during this epidemic to secure estimates.  Secondly this person (claims director) indicated that she had spoken to the orignial claims adjuster, and he would be assisting me moving forward.  I'm just looking for one person to take ownership and assist me in resolving my home owners claim.  I'm sending this email to initiate contact with someone withing the CEO/Advocay Office.  Thanks for your assistance.

@Faithfuldaughter Thank you for reaching out to us regarding your claims concerns. I have escalated this to a subject matter expert to review further. They will be following up with you in the next 2 to 3 business days. 

I'm sorry to say you seem to be stuck in the same hole I am. 5 times someone from the "escalation" department has made some initial contact about my 6+month unsettled property insurance claim and not a single time have they followed up on their promised "deep dive" into researching my case. Meanwhile I'm still left with no explanation as to why I'm out of pocket almost $5000.

It's become obvious they don't care about keeping me as a customer after almost 30 years. I've filled a complaint with my state's insurance regulatory commission for their repeated and consistent refusal to explain why they refuse to deal with me in good faith. I would suggest you start looking into something similar. And find a new insurance company.
My experience over the past two months has been the same.