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Contributor

I filed a claim with USAA back in August on Property damage to my home caused by a hurricane. USAA sent an adjuster out to my house to access my damages ( took a week). It then took two weeks to get a response from USAA concerning my results; in the meantime, there is rain coming into my home, causes further damage. ( Yes, I did tarped my roof). When I get the outcome, usaa would only pay for a partial roof and did not provide enough money to fix my home's interior. So I filed an appeal, and USAA asked me to submit more pictures as to why I required a different settlement amount. About a week later, All-Cat Adjuster called and stated that another adjuster would reach out to me to do another walk through of my home (this is during a Pandemic). It took this adjuster almost another two weeks to schedule, which will occur the upcoming Friday. All the while the weather has not stopped, the rain has not stopped and more damages is occurring to my home. I have two minor children living in the home, with rain coming into the house in multiple locations. I can't sleep in my master bedroom due to rain that has come in completely destroyed my ceiling, mattress, floor, walls, and the smell of the room. My kitchen, dining room, and two other bedrooms are badly damaged. The customer service, the claim amount, and the time it has taken to settle this is unsatisfactory. Soon I want have a home to live in due to waiting on USAA. I need someone to take my claim serious, I need help from my insurance company and I'm not getting a fair estimate nor timely results.

5 REPLIES

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@House Claim, I am terribly sorry to hear that you are having concerns with the handling of your homeowners claim. I have located your information and I am escalating this to a specialist to look into further. Please allow 2-3 business days for them to start researching your situation and reach out to you.

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I don't know if I should say I'm glad to hear I am not the only person to have a very similar experience. I've been a with USAA for over 20 years and haven't had to file about half a dozen claims or so and all were with no issues. I filed a property claim for roof damage on Aug 15. Two weeks later, on Aug 28, no one had contacted me about my claim, so I sent a message asking what the delay was. I did not get a response until Sep 4! I finally got an adjuster to come almost two weeks later. The adjuster submitted the report and said it would be 7-10 days. OCT 2 I had to send yet another message asking about the status of my claim. I didn't hear anything back for three days until OCT 5. They said my claim had been processed and that my initial check would be mailed and I would have it about three days. Here it is OCT 15 and I YET have to see a check (not sure why they didn't EFT the funds as I also have a USAA checking/savings account, but that's another topic).

 

All that being said, I don't know what on earth the excuse is for this terrible customer service is. I doubt that we are the only ones that have recently experience this substandard and unsatisfactory customer service. COVID-19 can't be an excuse because typing on a computer and talking on the phone can be done from home. I know it, I have been doing it now for eight months now.  

 

Also, I NEVER recieved any replies to my inquires as to why it was talking so long.  

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@Beard Balm Guy, I am terribly sorry to hear that you are having these concerns regarding your claim handling. I have located your information and I am escalating this to a specialist to look into further. Please allow 2-3 business days for them to research your situation and reach out to you.

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Back in late July I was told by Jeff in the CEO's office that he was going to review my concerns and call me back- do you think I should still anticipate his call after three months? Also, on August 21st Rebecca Hicks, USAA Advocacy Advisor, assured me she would follow-up our phone conversation of that day within a week- two months later should I still eagerly look forward to checking the mail? On Sept. 11th I had another conversation with Ms Hicks and she promised me she would follow-up with a letter in perhaps two weeks, which curiously hasn't arrived yet. Might you "escalate" this to Jeff and Rebecca and see what the holdup might be, or is it now the policy of USAA to repeatedly lie to members? Should I wait for 2-3 business days for them to "reach out" to me?

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I am so sorry to read about all the damage done to everyone's homes and how long the process is being drug out! Definitely put my thoughts into perspective when I am only dealing with an auto claim. It was my only mode of transportation, but it isn't accumulating additional damage (physically to the property and mentally to all living like that daily). I was in a auto accident (both cars involved were totalled) and started the process Aug 13th. I am listed 1st (and primary contact) on my USAA Insurance card/account, second is my father (the one who proudly served, and I am lucky to have as a father) but almost ALL communication has been sent to him either by mail, email, or both. On my USAA App it doesn't even show I have an auto claim in "process". We live a little over an hr apart in different towns different schedules etc.

Luckily he was not in the accident, so had no reason to feel the need to be on the lookout for important documents to be sent to him, since the accident was under my policy, not his. Getting everything properly forwarded or having a proper chain of communication between USAA, COPART (who has my totalled car), my father, and I has been A NIGHTMARE! Best of luck to you all and hope for a solution and action on USAA's part ASAP!