5 Comments (5 New)

USAA talks a big game about helping members in their time of need, but it is truly all smoke and mirrors. Before being offered barely 1/2 of what all of my repairs have and will cost me, I was truly taken advantage of by USAA. I made a change to my deductible 2 weeks prior to this damage taking place, but USAA refused to honor that because I MISTAKENLY clicked the wrong button online and didn't have that change take affect immediately. This is a detail that could easily be overlooked by any member when taking care of business on your website, and you could've honored it and gained loyalty from another satisfied customer. After that, and after being a member for 17 years, I feel like USAA did me a huge disservice on this claim. Regardless of the "letter of the law" you guys go by, in the end you told me (via your estimate) that I had over $12,000 worth of damage to my home, and sent me a check for a little over $6700. Therefore, I've already come out of pocket $3000 for some of the repairs, and still likely don't have enough with your check to even get my roof repaired. The least USAA could do is release the depreciation so I can have a chance at not coming out of pocket anymore. Its a shame that after being a loyal member for all this time that it truly just comes down to numbers and dollar signs for your organization. I honestly feel like I've been ripped off by you and I'll definitely be in search of a new insurance company that I can count on when I need them.

USAA Service
USAA Service

@Apache15, I am sorry that you feel we haven't been there for you and your family.   I can understand your desire to be made whole after a loss.  I am coordinating a follow up from our claim management team so they can address your concerns.  Please allow 1-2 business days. - Ina


Just wanted to add that after postng this message, USAA did indeed relaease my depreciation and I am in the process of getting my roof repaired. 

Occasional Visitor

This quick service to make their customers whole again are consistent with USAA and their concern for their customers.  They always strive to make my family feel supported in our times of need and always attempt to expedite any concerns we have.  I am a customer of 30 years plus a grandson of a member from the beginning.  All of my family use USAA and we have experienced snags in the processees but have reached out to discuss these normal snags and have had 100% success in our process.  USAA always treats us with respect and adoration when speaking with us and helping our family.  I hope your process goes as well as ours have over the years.


Good Luck


1SG Peeples


Occasional Contributor


In 2017 I had a credit card payment adjustment with a balance due of $15.00. 

I had a family emergency and forgot about the $15.00. I received a call from USAA and paid late(over 30 days). Although this was my first late payment, USAA reported the $15.00 late payment to equifax. I ask USAA to remove the mark off my credit report and was told  that a death in the family was no reason to be late. Everytime I view my credit report, it's dishearting seeing USAA nagitive hit for $1500, although I have excellent credit.  


Crystal Coston


USAA Service
USAA Service

My condolences on the recent death in your family, @Shabo. I've sent a request to a Subject Matter Expert to look into this situation for you. Please know, they aren't in the office over the weekends, and will require sufficient time for the research to b completed.