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No Longer a Member
Contributor

As USAA members for over 25 years, we expected an efficient and fair resolution of our homeowners claim. Instead, we were met with resistance and insincerity, but most importantly, we were left without a fair resolution. The process left us so dissatisfied with USAA and the way we were treated, that we left the company, something inconceivable just five years ago.
From the first claims person, to the director and even the CEO’s office, each person dismissed us, not wanting to deal with our situation. We left messages that were never returned. We were told things that were untrue. The hours and hours spent trying to resolve this matter with USAA made the entire process beyond frustrating. The overall experience in making that claim was the final straw and the impetus for us to separate from USAA. As longtime members who once believed in USAA as a company, the diminish of the quality of customer service is astounding.
USAA’s slogan “Members for Life,” is something we believed would be the case with us, however couldn't be further from the truth. USAA’s slogan could very well be, “Members for Life…until you make a claim.”

4 REPLIES

@No Longer a Member, I really hate to hear of your concerns with how your Homeowners claim was handled. I have located the claim and I am escalating this to a subject matter expert to review further. They will be in contact with you during normal business hours. Thank you.

It is much much more than the claims department being understaffed or not knowing. I had issues all the way up to the Office of the President. It just amazed me how unethical they treat a long time loyal customer. Once they actually had to pay for a claim, they turned the other way.

 

The poor service just continues.  They promised to escalate this to a subject matter expert.  I still have not heard from USAA.

The reality is that the claims department is severely understaffed and the a lot of tenured, myself included have left. I don’t think anyone intentionally lied to you: it was probably more of case that they didn’t know.

I still have not heard from anyone at USAA.  According to the following response 2 weeks ago, I should have been contaced by now.  "I have located the claim and I am escalating this to a subject matter expert to review further. They will be in contact with you during normal business hours. Thank you."  

 

Again, this is USAA promising and not delivering.  What a shame that USAA is such a poorly run company now.  They are meerly the company that they once were.