Never had ANY issues with them, but after years of service - I recently had a claim... I'll have to see how it goes. So far they have been VERY polite and professional. If it doesn't go well, I'm sure I will be back here crying about it, shrug... I used to be a USN CPO and we're "NOT" known for our patience or forbearance!
Polite? You should see the post I made of why I'm leaving USAA.
Everything may go well up until after your first phone contact with a USAA adjuster.
In my case, service went way south when a 2nd adjuster contacted me.
People really ought to start getting legal on these issues where their policy says they are covered.
Get the FTC involved, attornies, file additional complaints with BBB, JD Power, etc
After spending some time reviewing the threads on this forum,
it's clear to me they are not going to change their adjuster quality of service without considerable government/court pressure. It's a simple comparative cost analysis... are the legal fees and fines and investigations and customer exodus worth the few perceived savings in denying or delaying a claim that's covered?
Contracted adjusters present a problem for any insurance company... they typiclly get paid by the claim so the faster they process the claim the better. What I've never been able to discern is whether they are also incentivized to minimize the payout. Either way, USAA has historically been very responsive to my claims - even when they bolo the initial estimate. It is, however, necessary to push the issue up-chain. Suggest taking it to their claims manager / department manager. Be patient. Be persisitent. Be professional.