Highlighted
Member Since 1981
Contributor

Is anyone having a hard time getting USAA to return a phone call related to a property claim?  If so, do you have any tips that might help me get to a live person at USAA that will help.  Our adjuster and her boss will just not return my phone call.  Our property claim for hail damage was filed 4 months ago, and I have left messages on her phone and on the communications center for over a month.  It is just like she and her boss have disappeared and my phone calls are going to voice mails for persons that don't even exist.  If anyone can give me advice that might help me to get my claim moving again, I would truly appreciate it.  I live in a small town in West Texas and I feel very alone and this is just so new to me.  I always thought that USAA would be there for me and my family when something happened to my home or automobile, but after 40 years, they have just disappeared.  I am so disappointed and frustrated.  Please help if you can.

4 REPLIES

@Member Since 1981 We never want anyone to feel alone during the claims process. I have located your claim and escalated your concerns to a subject matter expert to review further. They will be following up with you in the next 1 to 2 business days. 

I would really like to believe that a subject matter expert will review our claim.  After 4 months there is alot of to read from us.  Our adjusters boss' phone message says to leave a message and he will return our call within 48 hours.  We have left 4 messages and never received a return call.  It has gotten to the point that I can't even imagine our phone ringing with a person from USAA on the other side of the conversation.  I really hope that you are right.  I guess the next few days will tell.  Thank you. 

Thank you for helping me with getting my claim moving through the process.  We are working to get our air conditioner installed and our health will get better (just need to get the invoice submitted for the depreciation).  We have been so sick during this terrible heat that we have been having in West Texas.  We have actually gotten more accomplished this week then we have in the last 2 months and I really want to say how grateful I am for the help that I have gotten.  

 

I could really use help with just one last item.  It appears that our claims adjuster, who I believes might live in Florida, may not understand that a Texas Supreme Court Ruling states that a fence attached to a house is part of a homeowners policy DWELLING COVERAGE.  She keeps stating that it is an "other structure" and it is only covered for actual cash value with a 12 year life.  While we disagree that she is intrepreting the "other structues" part of our policy incorrectly, that is really not the point.  Since our fence totally encloses our back yard and it is attached to our house at two different points.  With that being the case, based on the Texas Supreme Court ruling, the fence is part of our DWELLING COVERAGE.  We have supplied the paid receipt to replace our fence and we just want to be paid.  Would someone please look into this and get with our adjuster or with us so that we can get this issue resolved.  I would so appreciate it.  I am sure that a Texas Insurance Company knows how to handle this loss to our home.  Thank you so much.  Mark

@Member Since 1981 Thank you for reaching out to us regarding your fence concerns. I have escalated this to a subject matter expert to review further. They will be following up with you in the next 1 to 2 business days.