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January 11, 2016 [redacted] Complaint ID #: [redacted] I am responding to your second submission regarding your renters insurance policy claim. We responded to your complaint on January 8, 2016. While we recognize that you disagree, we feel confident that the correct decision has been made. No new information has been presented that would warrant a change in our position. We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely,
[redacted]

June 10, 2015 [redacted]
[redacted]
Dear Mr. [redacted]: I am responding to your submission regarding additional rental reimbursement costs related to your August 19, 2014, automobile claim. I regret any frustration you experienced as we strive to provide quality service and...

fair claims handling to our entire membership. A thorough review of your situation was completed, and we have issued a $98.98 payment to you on June 5, 2015, for reimbursement of rental car costs. Angelica Leos, of our Advocacy and Resolution Team, was unsuccessful in speaking with you about this matter; however, she remains available to assist you. Thank you for the opportunity to review your concerns and to reply to you. Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

September 11, 2017
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your auto insurance policy.
Thank you for speaking with [redacted], of our staff, who addressed your concerns and confirmed your insurance policy was rebased...

correctly as you resided in South Carolina for a period longer than sixty days. As no error was made, we must respectfully decline your request to credit you the difference in premiums. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

December 13, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding the security authentication for your USAA accounts.  I regret any inconvenience this situation has caused you.   Safeguarding the security of...

our members’ information is critical to our business, and processes are in place to protect the privacy of member information and to help guard against potential identity theft or fraud. Thank you for speaking with [redacted], of our staff, who assisted you by updating the requested information on your USAA profile.  I understand that Ms. [redacted] was able to authenticate you and determined that you had difficulty with the process because your phone in profile was not up to date.  If you require any additional assistance, Ms. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because:The exhaust issue was not resolved, and it appears as though it won't be due to improper diagnosis.I received a check for my transportation expenses related to the accident. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: this company should not be allowed to advertise they are there for veterans when they clearly are not. 
Regards,
[redacted]

July 25, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile claim.
Thank you for speaking with [redacted] of our staff, who addressed your concerns and confirmed your vehicle does not have collision...

coverage under your policy. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me with the knowledge someone will finally help put all this to rest, we want to move on from this, our intentions for the longest time were to work with Usaa and resolving these matters but its been almost 5 years some of these things not resolved and so many things in our lives have been up in the air due to it.  My hope is we can find common ground with resolve and put an end to stereo types that company and its policy holders/clients can work together and find peaceful resolution.
 
Regards,
[redacted]

September 20, 2016 Mrs. [redacted]Complaint ID #: [redacted]  Dear Mrs. [redacted]: I am responding to your submission regarding the automobile claim. Due to privacy laws in your state [redacted], of our staff reached out to you directly to address your concerns.  Should you...

wish to discuss the matter further, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

November 28, 2016   Mr. [redacted]. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding the September 30, 2016, automobile claim.   In the event of a loss, we are responsible for making decisions in accordance with the terms,...

conditions, and limitations of our policy.  I understand you spoke with [redacted], of our staff, who confirmed the rental and towing were arranged before the coverage questions were found.  As he explained, the claim is still under investigation by the Special Investigations Unit (SIU), and he will monitor the claim until the SIU investigation is complete.  If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

October 31, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile claim.  We regret the frustration you recently experienced as we strive to provide quality claims service.  We are responsible for...

analyzing and investigating each loss on its own merits and for making decisions in accordance with the terms, conditions, and limitations of the policy.  This process can take time based on differing factors.  Our records indicate a liability determination has been reached, and a total loss payment will be issued once a settlement agreement is reached.   Our employees are expected to respond to correspondence in a timely manner, and coaching has been provided to ensure others do not have a similar experience.  Please know that we conduct business in keeping with USAA’s core values of service, loyalty, honesty, and integrity, and we respectfully reject your allegations that our goal is not to pay out on claims. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

October 20, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding the March 3, 2015, automobile claim. I apologize for any frustration or inconvenience you experienced as a result of this matter. When we discover...

that matters have not been handled to a member’s satisfaction, we appreciate the opportunity to review our actions and to work towards a solution, as you allowed us to do. I understand that you were waiting to settle the total loss of your 2005 Honda until after the trailer settlement was resolved. Our records confirm that payment for your trailer was issued on October 8, 2015, in the amount of $362.75. [redacted], of our staff, was unsuccessful in her attempts to contact you. Please call Ms. [redacted] at your earliest convenience to discuss the documents needed to process your claim for the 2005 Honda. She can be reached at (210) 531-USAA (8722) or (800) 531-8722, Extension 35328. Thank you for allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: he called me one time and I returned his call and left a voicemail for him to call me back. He never called back. I'm tired of USAA and I will be looking for insurance elsewhere. They never had a problem receiving my payments but I'm having a problem with my coverage.
Regards,
[redacted]

November 8, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding the balance related to your insurance and the limited access you have to usaa.com.   On October 26, 2016, [redacted], of our staff, discussed your...

concerns; however, she was unsuccessful in communicating an explanation of the balance owed.  Due to privacy laws in your state, we ask that you contact Ms. [redacted] directly to discuss further.  She can be reached at [redacted] or [redacted], extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

August 4, 2016   Mr. [redacted]. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your second submission regarding your July 9, 2016, auto claim.   We responded to your complaint on August 2, 2016.  [redacted], of our staff, will continue to remain available during your claims process should you have any questions.   We appreciate the opportunity to review your concerns again.   Sincerely,   [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you Revdex.com with your help in resolving this issue with USAA.
Regards,
[redacted]

March 22, 2018
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your March 01, 2017, automobile claim.
Thank you for speaking with [redacted] of our staff, who advised the claim was not covered since Collision &...

Comprehensive was removed from the policy effective December 9, 2017, due to non-receipt of the CARC inspection. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

August 17, 2017
Ms. [redacted]
[redacted]
Dear Ms. [redacted]
I am responding to your submission regarding your automobile claims.
Unfortunately, [redacted] of our staff, was unable to reach you by phone to address your concerns. Nonetheless, after a thorough...

review, she confirmed your deductible applies to both claims. If additional repairs are required we will review upon receiving an estimate or your request for a re-inspection. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

May 20, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your property claim. I understand you spoke with [redacted], of our staff, who agreed to review your claim and contact you. After a thorough review with management of the payments...

already made under your claim, we respectfully decline your request for supplemental reimbursement under the additional living expense coverage. Please be advised that USAA acts in accordance with all state insurance guidelines and our core values of service, loyalty, honesty, and integrity; therefore, we strongly deny any allegations of impropriety. If you have additional questions or information to substantiate your request, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]