Today, I received one of the worst customer experiences I've ever had with USAA.
Hello, @creatifdotco! I appreciate you reaching out and sharing these claims service circumstances, although they are certainly very concerning, indeed. As you may have experienced in this past, It is very important to us at USAA to maintain our priority of member service and claims experiences, and hold ourselves to a standard higher than excellent. Please, bear with me as I engage the appropriate area for further support on this. ~ Steven
It will be difficult. My car was totalled by getting hit from behind on a highway in a traffic jam. It was an awful experience getting reimbursed. The car insurance has always been VERY good as long as the car isn't totalled, but I found it was terrible when totalled, even though I had 0% blame for the accident. Mainly the problem was that they used a car with ridiculously far worse specs (something like 60,000 miles more) that sold extremely cheaply to average with 3 other cars that were more reasonably valued (although none were as good as mine with a full service history). I complained but got nowhere...I had to deal with around 8 different agents who were totally not understanding and not interested in looking at it fairly. One insulted my intelligence and/or ethics. Basically, even though I had zero responsibility for my car being totalled...I got far less $ than it costs to replace it. I never did.
I'm sorry and surprised to hear that. Honestly, I'm at a loss for words. USAA has always been a trusted company in my opinion, but not anymore. I'm still waiting on a call back from a claims manager from last week and haven't heard a peep. They truly have let the company go to sh*t and don't care about their loyal customers, even though we're leaving due to poor service. All across the web there are examples of this. Each time I call, I get the runaround - a manager is never available but promised to call me back. This is BS. I'll be shopping around for another insurance company once this claim is wrapped up. It's sad really. They've turned into another one of those companies exploiting veterans under the guise of supporing us. They really aren't the trustworthy, dependable insurer they were years ago. I'm gonna let others know as well.