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Contributor

I have always loved USAA but im currently going through a homeowner claim and my adjuster is just flat out rude and has treated me like a criminal for the last week. Im easy going and not one to complain about customer service, im they type that doesnt say a word but never returns to the business. My family and I have had damage to our home and have been living in a hotel the last couple days and I really thought the adjuster assigned to us was suppost to be someone thats there for us helps us work through this difficult time but guess im wrong. I dont want to unload everything in this message but in short my adjuster is a rude unhappy person that doesnt care about my family which is sad. Years ago usaa had a customer advocacy group that helped me through a similar situation.  I remember they said this complaint group reported to the CEO. Is this group still around? if so I would love to talk to someone other than my adjuster or their supervisor. I feel like if i complain to anyone she works with it could make things worse. Shes seriously that rude, anyhow I would love to talk to someone at USAA that deals with these complaint and understands what a family goes through when displaced from their homes.. Thank you. 

8 REPLIES

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@Hawk7033, I apologize that you are not having a positive experience settling your claim with us. I am going to escalate this issue to a subject matter expert. They will research what is happening with the claim along with following up with you to address your concerns. Please expect contact within 3-4 business days. -LeKisha

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Thank you.. If possible please dont bring to the adjusters attention until I get the chance to speak with someone. I dont want to make things more difficult than they already are. 

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Best of luck.  My homeowner claim adjuster has been unfailingly polite but ultimately ineffective for whatever reason. I'm sorry to say my first experience with 'escalation' was equally unsatisfying; hopefully you have better luck than I (detailed in https://communities.usaa.com/t5/Insurance/The-infuriating-experience-that-is-USAA-homeowner-insuranc... if you're curious)

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@Mars Capone, I apologize if you did not have a positive claim experience. I can send another escalation if you would like to have your claim concerns addressed further. -LeKisha

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@, I apologize if you did not have a positive claim experience. I can send another escalation if you would like to have your claim concerns addressed further. -LeKisha


Thank you LeKisha, but I think it's best to allow the current iteration of escalation specialists the opportunity to fail to deliver before confusing things with a third team.

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I’m dealing with the same thing! It makes me want to cry because I trusted usaa. ! We’ve never missed a payment was never paid late! We have been very loyal to USAA and for them to treat us the way that they are treating us Is very disturbing dishonest and downright degradable
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@Tamarack Thank you for reaching out to us regarding your claims experience. I have escalated your concerns to a subject matter expert to review further. They will be following up with you in the next 2 to 3 business days. 

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I haven’t heard from anyone yet. Guessing I will get a call today?