As USAA seems to be growing bigger and more impersonal with each new year, Customer Service has done a complete about face when compared to when I first switched ALL of my insurance needs over to USAA several years ago.
A recent phone conversation consisted of the rep trying to strong-arm me into signing a Consent to Rate form despite being unable to tell me about (it essentially allows an insurer to charge 250% of the NC Standard Premium Rate) and then as I reviewed my policy, he told me that many of my policy features were unusable or SHOULDN'T be used for fear of rate increases.
It looks like I am now being forced to switch back to Nationwide because USAA customer service has already pre-emptively begun cancelling my homeowners' policy and my future policy is now NON-EXISTENT. Of course, I was once again pressured to sign the Consent to Rate form and fax it to USAA immediately. My Nationwide quote came in $1 under the NC Std Premium rate and with discounts dropped my premium another $120 - my USAA policy premium actually INCREASED 15% from last year. Very disappointing ... as it looks like USAA has gone Pentagon on us - bloated and ineffectual.
I wish I could just talk to to the person I spoke with years ago easily who smartly answered all my insurance questions with ease and courtesy.