av8away's avatarav8awayMember Stories | ‎04-04-2014 07:37 AM

Very disappointed

Member since 1973. Left once in 2003 when rates became non-competitive. Recently involved in auto accident in rental car with no supplemental insurance. Simple accident, not my fault, police report, other insurance accepted culpability. Rental company claimed a very reasonable administrative fee and loss of use of auto while being repaired. Quizzed USAA and they said that the other insurance would not pay it. I asked it they (adjusters) requested them to paying and they said no. At my request they requested and were denied the additional claim. Various times in the process I had to ask for action. They always did, but only when prompted. As an aside, I had used my AMEX to rent the car and they gladly and promptly paid the additional claim. I wish I had gone through them for the claim initially instead of USAA. I expected better.
Comments

727's avatar727Frequent Contributor

by ‎04-08-2014 12:12 PM

If you have Amex's rental insurance (that charges about ~$20 per rental not per day) that is primary and you should have used them first. 


I'm not sure why you want USAA to pay for an accident when there was no negligence on your part and your covered personal vehicle was not damaged. 

If you have Amex's rental insurance (that charges about ~$20 per rental not per day) that is primary and you should have used them first. 


I'm not sure why you want USAA to pay for an accident when there was no negligence on your part and your covered personal vehicle was not damaged. 

av8away's avatarav8awayOccasional Visitor

by av8away ‎04-08-2014 02:34 PM

Hi,

 

Very good questions so I will try to give the world as according to me. 

 

I could have dealt directly through the insurance company of the individual at fault....but I have paid tens of thousands of insurance dollars to USAA during my relationship with them and want them to be my advocate.  The other insurance company is interested in a quick and inexpensive claim, and I want someone on my side.

 

I don't pay anything extra to AMEX for the coverage...it is part of their service.  I know other cards do provide the same service, and probably USAA cards do too.  USAA mentioned that had I used a rental car company that they had a contract with I would not have had to worry about the administrative or loss of use charges.  Unfortunately the companies USAA has contracts with were about $20/day more expensive.  The administrative and loss of use charges were very reasonable and were less than if the other insurance company had provided me with the required rental car had it been my personal vehicle. 

 

Since 1973 I think I have had two at fault claims....and probably 10 that weren't.  In honesty I have had three bad experiences with USAA and probably 25 great experiences.  Their customer service tends to be at the top.  As I mentioned their rates (at least when I lived in MD) became uncompetitive and I left them and actually had better custormer service when I did.  Later I came back and found they had improved rates. 

 

So, I don't get extra insurance because I have adequate insurance with USAA.  I don't feel a need to have zero deductible with a rental when I don't with my other vehicles.  I do want USAA to represent me when I need them...feel I have paid for the service.

 

The biggest reason I posted this was because no one seemed to care that I felt USAA had dropped the ball.  Felt like a small fish that has paid big dollars. 

Hi,

 

Very good questions so I will try to give the world as according to me. 

 

I could have dealt directly through the insurance company of the individual at fault....but I have paid tens of thousands of insurance dollars to USAA during my relationship with them and want them to be my advocate.  The other insurance company is interested in a quick and inexpensive claim, and I want someone on my side.

 

I don't pay anything extra to AMEX for the coverage...it is part of their service.  I know other cards do provide the same service, and probably USAA cards do too.  USAA mentioned that had I used a rental car company that they had a contract with I would not have had to worry about the administrative or loss of use charges.  Unfortunately the companies USAA has contracts with were about $20/day more expensive.  The administrative and loss of use charges were very reasonable and were less than if the other insurance company had provided me with the required rental car had it been my personal vehicle. 

 

Since 1973 I think I have had two at fault claims....and probably 10 that weren't.  In honesty I have had three bad experiences with USAA and probably 25 great experiences.  Their customer service tends to be at the top.  As I mentioned their rates (at least when I lived in MD) became uncompetitive and I left them and actually had better custormer service when I did.  Later I came back and found they had improved rates. 

 

So, I don't get extra insurance because I have adequate insurance with USAA.  I don't feel a need to have zero deductible with a rental when I don't with my other vehicles.  I do want USAA to represent me when I need them...feel I have paid for the service.

 

The biggest reason I posted this was because no one seemed to care that I felt USAA had dropped the ball.  Felt like a small fish that has paid big dollars. 

727's avatar727Frequent Contributor

by ‎04-10-2014 12:48 PM

I can certainly see why you feel USAA wasn't your advocate, and from what you said they probably should have been more helpful. 

 

I do like the AMEX twenty buck per rental (up to 30 day long rental periods) car rental insurance.  I never take the stuff offered by the rental companies, and I used to rely on the secondary coverage from my USAA credit cards(AMEX or VISA) but when AMEX started offering primary coverage for twenty bucks (it may be ~25 now but I'm set at the old rate) I went for that.  

 

It seemed that it worked out OK for you, but I agree it seems that USAA should have had your back on this one and been a bit more forceful with the at fault driver's insurance.    Perhaps they'll pass this one on to the insurance side of the house so they know how we feel. 

I can certainly see why you feel USAA wasn't your advocate, and from what you said they probably should have been more helpful. 

 

I do like the AMEX twenty buck per rental (up to 30 day long rental periods) car rental insurance.  I never take the stuff offered by the rental companies, and I used to rely on the secondary coverage from my USAA credit cards(AMEX or VISA) but when AMEX started offering primary coverage for twenty bucks (it may be ~25 now but I'm set at the old rate) I went for that.  

 

It seemed that it worked out OK for you, but I agree it seems that USAA should have had your back on this one and been a bit more forceful with the at fault driver's insurance.    Perhaps they'll pass this one on to the insurance side of the house so they know how we feel. 

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