AFwhocares, I hate to hear about your concerns regarding the handling of your auto claim. I have located your information and I am escalating this to the claims service manager. Please allow up to one full business day for them to be able to reach out to you. Thank you.

Concerning what happened to this company.  I have had all my insurance, auto, home, etc with USAA for over 50 years.  I have observed them a long time.  In the beginning they had a well deserved excellent reputation.  I have, over the years, recommended that my son and daughter also become members and use their insurance.

 

I suspect, and I will gladly be corrected if this is not true, USAA has been contracting out their actual insurance operations.  Perhaps those at the San Antonio flagpole remain essentially the same, but the people contracting each business area are NOT the old reliable trustworthy USAA from some years ago.  As one piece of evidence, the recently announced plans to sell off their investment management business to another company.  That is not their core insurance business but it is a sell off of something joined because of the old USAA reliable name.

 

Another example of dubious practices, my son recently asked (maybe 30 days ago) that the case files for his accident claim be forwarded to his lawyer.  The reply was, our systems are down and while we can find your name we can't access the files. 

 

How would it have taken the old, reliable, trustworthy USAA to retireve those files and forward them?  Certainly faster than several weeks.  Are they so incompetent, or is there something else going on?

 

I watch the USAA TV commercials showing Marine Sgt. Baker telling us how wonderful USAA is and how he will be a USAA member for life. 

 

Well, I am a member for life, so far over 50 years, and I am not so sure I would tell Sgt. Baker he is making a good decision.

 

If USAA wants to redeem itself, and make me feel better about my commitment to them, it should make contact and then produce the requested files within 48 hours of making contact and learning where to send the files.

 

 

@Lifetime-Member, thank you for your 50 year membership with us.  We appreciate you taking the time to share your feedback.  It is never our intent for you or your son to have a bad experience with us.  Our goal is provide the best experience you can have along with all of our members.  If you have any problems or concerns regarding any service issues.  Please reach out to us so we can ensure you're taken care of.  We look forward to many more years of assisting you and your family.   ~ Robert

Robert,

Mere smoke unless you provide contact instructions that work and put me in touch with someone who can fulfill our request for case files.


 wrote:

, thank you for your 50 year membership with us.  We appreciate you taking the time to share your feedback.  It is never our intent for you or your son to have a bad experience with us.  Our goal is provide the best experience you can have along with all of our members.  If you have any problems or concerns regarding any service issues.  Please reach out to us so we can ensure you're taken care of.  We look forward to many more years of assisting you and your family.   ~ Robert


Robert,

As I replied to you not long after you sent the above reponse, it appears to be just smoke.  It's been about 48 hours and just as so many other replies to complaints on these 4 pages, it is totally empty.  Anyone who reads through the previous 4 pages will not find much more than this type of vacuous, empty pap.  I will be the first one to write about any meaningful response from USAA.  I have googled "USAA complaints" and found many more complaint threads with just as many empty replies.

 

As others have written in their complaints, this is not the USAA I signed up with in 1965 nor the USAA I stayed with through the 1990s.  I can't say when the changes were noticeable but it must have been after the beginning of the 2000s. 

 

Continuing to advertise USAA as caring for the military community seems to be cynical and false.  How will USAA redeem its former decent, trustworthy reputation?  From what I can see that reputation is in tatters.

I have been a member with USAA for more than 39 years.  USAA is just not the company they once were.  All USAA gives you is the "smoke" that you reference.  Other companies have much better customer service and have better rates as well.  When I was contacted by other insurance companies, I would tell them that I had USAA and they wouldn't even give a quote.  Now I am told that they can beat USAA.  With poor customer service and ever increasing rates, why stay with USAA?  Take your business elswhere.  I wonder what it will take to get the CEO to turn this company around?  Boy, would I like to have a conversation with him.  No way that would happen.  He is too busy destoying a once great company as evidence by all of the complaints on the discussion boards.

Thank you for sharing your concerns, @Bigbb. We would like to review your policies and make sure you are getting the best rates possible. I have shared your concern with our insurance department. A specialist will reach out to you. We appreciate your 39 year membership and the opportunity to address your concern. Tricia

@Bigbb, I truly appreciate your patience. I'm forwarding your information and post to our Subject Matter Experts for further review and handling. Your concerns are very important and we appreciate the opportunity to address them. ~ Shane

Bigbb:

I see you received two replies, from different persons, concerning your complaint.  If you would, please post something if/when you actually get contacted and whether you feel you had an acceptable result from USAA.

 

Thanks in advance.

I was contacted.  Basically nothing was done.  NOTHING!  All I got was platitudes.  Our rates are higher because of this and that.  Nothing to address why USAA has become a mere pittance of the company they used to be.  What a complete and utter disapointment USAA has become.  Take your business elsewhere.  USAA can be beat on their rates and their quality of service.  Please don't stay out of a sense loyality.  See what kind of loyalty they give you when you need them.