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October 9, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your December 29, 2014, automobile claimI regret any frustration you have experienced*** ***, of our staff, was unsuccessful in her attempts to reach you to discuss the
status of your claimHowever, she confirmed that the claim is still under review, and the adjuster will contact you once the additional information is availableShould you have any questions, Ms*** can be reached at *** *** *** ** *** *** *** *** Thank you for allowing us to reply to youSincerely, *** ***

Complaint: ***
I am rejecting this response because:The information is incorrect. I never took it to a shop of my choice. I had the initial and only inspection and estimate done by V-Spec's preferred repair facility: Quality Collision Repair. They inspected the camper for V-Spec to provide USAA with the initial repair estimate. I prefer to only speak with USAA to resolve this, since my policy is with USAA, not V-Spec.
Regards,
*** ***

June 24, Ms*** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your June 10, 2015, automobile claim, and I regret any inconvenience this matter caused youPlease know that in the event of a loss, we analyze each loss on its own merits and make
decisions in accordance with the terms, conditions, and limitations of the policyWe thoroughly reviewed this matter, and we were unable to locate a request from you to lower your deductibleTherefore, the $deductible was appropriately applied to your lossUnfortunately, *** ***, of our staff, was unable to reach you by telephone to discuss your concernsIf you have any questions, Mr*** remains available and can be reached at *** *** *** ** *** *** *** *** Thank you for allowing us to reply to youSincerely, *** ***

Complaint: ***
I am rejecting this response because:I am not satisfied with the outcomeI was told that USAA decided not to pay any additional days for my rental after three days they told me my car was totalled It was claimed that under GA law, USAA has no liabilityI then asked to provide me with paper, I was told they've already provided to Revdex.com as part of they response to my claimUnfortunately I could not see any document to confirm such statementI felt deception on their responses USAA did not respond within the day they told they would doI did not receive the check until almost a week later that they said the check was issuedAs I mentioned in my previous note to you, we decided to take the check for repair estimate because we did not want to waste time to deal with USAA any more In fact, there are a number of items that did seem to make sense in their valuation estimate especially the comparable vehicles I wish that I could point out all the issues I found hereUnfortunately I have limited time to type my response here in minutes.I strongly believe that it is very unfair that USAA take no further responsibility of the rental after the total loss be told especially to the innocent party claiming GA law does not say soI am going to file a complaint to GA Insurance Commissioner to get their feed back I am seeking for fair treatment here I could see a lot of flaws in the insurance claim processIf everyone does his or her job diligently, there would be less complaints.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: As per the compliant, they lied to us, this coverage would never be applied to us , we are retiredPlease know, we have also filed a compliant with the insurance commission of Virginia.
Regards,
*** ***

October 3,
Mr*** ***
Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your consumer loan, automobile insurance claim, and homeowners insurance claim
*** ***, of our USAA Federal Savings Bank (FSB) staff, was unable to reach
you by phone and email to address your concernsOur records reflect that you submitted an application for an auto loan online and were approved in March You were sent an email outlining the conditions of the approvalThe email also explained when the loan approval would expireAny new loan application after that would be subject to approval based on credit history, loan term, and loan amountIf you have additional questions, Ms*** remains available to assist you
In the event of a loss, we are responsible for making decisions in accordance with the terms, conditions, and limitations of our policyRegarding the August 23, 2016, automobile policy claim, it was necessary for the adjuster to obtain the details of the loss in order to determine if the Comprehensive coverage would applyWe did recognize an opportunity for more prompt handling the estimates from our independent appraiser for the August 5, 2016, rental property insurance claim, and we regret any frustration this matter may have caused you as we strive to provide quality service
We appreciate you allowing us to reply to you
Sincerely,
*** ***

August 4, Ms*** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your June 15, 2014, automobile claimI regret any frustration or inconvenience you experienced with the handling of your claimOur employees are expected to be courteous and
informative and to handle claims in a timely mannerYour feedback is appreciated as we are continually seeking ways to improve the way we do businessI understand that *** ***, of our staff, attempted to reach you by telephone to discuss your concernsIf you have additional questions, Ms*** remains available to assist youThank you for allowing us to reply to youSincerely, *** ***

February 19,
*** *** *** ***
Complaint ID #: ***
Dear *** ***
I am responding to your submission regarding your automobile claim. Our employees are expected to respond promptly to claims communications, and I apologize that this was not your
experience. Coaching has been provided to prevent a future occurrence
Thank you for speaking with *** *** of our staff, who confirmed that we have been in contact with Firestone and that we will pursue subrogation. She also advised that your deductible was waived. I hope that your conversation with Ms*** reassured you that your satisfaction is important to us. If you have additional questions, Ms*** remains available to assist you
We appreciate you allowing us to reply to you.
Sincerely,
*** ***

February 7, Ms*** ** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your December 8, 2016, automobile accident, and I regret any frustration this matter has caused you Our records indicate that *** ***,
of our staff, performed a thorough review of your claim, and I hope you find the following information helpful. The refund check was mailed to you for the remaining equity on January 26, 2017, and the Toyota Tacoma was removed from the policy backdated to December 9, 2016. Unfortunately, we are unable to provide additional days of rental car coverage, as you did not have rental car coverage on your policy the day the loss occurredShould you have additional questions, Ms*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ***

October 25, 2017 Ms*** ***Complaint ID #: *** Dear Ms***: I am responding to your second submission regarding the September 6, 2017, auto claim. Our records reflect that the adjuster handling the claim spoke with you on September 24, 2017, and informed you that the rental vehicle would be provided to you only for the duration of the repairYou were also advised not to take your vehicle to the repair facility until work could begin. Based on the repair estimate completed on September 29, 2017, the rental was approved for two days; however, the adjuster agreed to cover the rental for four days as a courtesy. A Claims service manager confirmed that no additional days of rental were warranted and would not be approved. We are unable to address your concerns with a deposit paid directly to the rental car company. We appreciate the opportunity to review your concerns again; however, in the absence of any new information, we consider this matter closed. Sincerely, *** ** ***

October 12, 2015 Mr*** ** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding the waiver of collision deductible coverage and your August 10, 2015, automobile accident. I understand you spoke with *** ***, of our
staff, who completed a thorough review of your concerns and explained that we handle claims in accordance with the policy’s terms and conditions. Should you have any further questions, Ms*** remains available to assist you. Thank you for allowing us to research this matter and reply to you. Sincerely, *** ***

Tell us why here...June 9, *** ***s Complaint ID *** Dear Ms***: I am responding to your submission regarding your automobile and homeowners insurance policiesOur records confirm that you filed an inquiry with the North Carolina Department of Insurance (DOI)We will respond
to the North Carolina DOI accordinglyThank you for the opportunity to replySincerely, *** ***

August 10, Ms*** ***-*** Complaint ID #: *** Dear Ms***-***: I am responding to your submission regarding a deposit hold and subsequent fraud review initiated by the USAA Federal Savings Bank (FSB). I regret any frustration or
inconvenience you experienced as a result of this matter Thank you for speaking with *** ***, of our FSB staff, who explained the reasons for the review. Your feedback about your service experience has been shared with the appropriate parties. If you have additional questions, Ms*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ***

November 7, Mr*** ** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your recent automobile claim Unfortunately, *** ***, of our staff, was unsuccessful in her multiple attempts to contact
you. A thorough review of your situation was completed; however, no new information was discovered to warrant a change in our liability decisionWhile we understand that you disagree, we feel confident that we have acted in good faith in evaluating your loss. If you have additional questions, Ms*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ***

Complaint: ***
I am rejecting this response because:it does absolutely nothing to resolve the problemjust as they nave done in the past
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Yes I spoke with *** *** who is investigating how this happened and they are looking into this which still does not compensate for the services I pay for when , again it takes two repair shops and months to fix a front bumperPartially on *** the repair shop and partially on USAA for paying *** *** and having me wait a month until they retrieve the money back before letting me go and get my car fixedHow long have you been in the Insurance business ????
Regards,
*** ***

February 21,
Mrs*** *** Complaint ID #: ***
Dear Mrs***
I am responding to your submission regarding auto insurance coverage for your Honda Civic
Thank you for speaking with *** ***, of our staff, who determined the vehicle was not
insured at the time of the lossAs discussed, we confirmed there was no reported system glitch that would have prevented you from adding the vehicle to your policy
If you have additional questions on this matter, Ms*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

June 7,
Mr*** ***
Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding the balance in your certificate of deposit account. I apologize for the frustration you experienced as we strive to provide quality service to our
entire membership, and feedback about your situation has been shared with the appropriate areas
Thank you for speaking with *** ***, of our staff, who accommodated your request and confirmed your receipt of the funds on June 3, 2016. I hope that your conversation with Ms*** reassured you that your satisfaction is important to us. If you have additional questions, Ms*** remains available to assist you
We appreciate you allowing us to reply to you.
Sincerely,
*** ***

August 14, *** *** *** ** *** *** ***
*** ** ** *** Dear *** ***: I am responding to your submission regarding your May 21, 2015, automobile claimThank you for speaking with *** ***, of our staff, regarding your claimAs he advised, the
appraiser spoke with the shop of choice and confirmed the second strut was not damaged; therefore, it was not included in the estimateHowever, Mr*** is working with the Claims Service Manager to review your claim and consider your request to replace the second strutI understand the manager has contacted you and requested copies of the two estimates you receivedIf you have any additional questions while your claim is being reviewed, please contact Mr*** at *** *** *** ** *** *** *** I appreciate you allowing us to reply to youSincerely, *** ***

May 4, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your auto claim Shannon ***, of our staff, was unable to reach you to discuss this matter. Nonetheless, she reviewed your account thoroughly, and
determined that the claim was handled appropriately according to guidelines. If you have any additional questions, Ms*** remains available to assist you We appreciate the opportunity to reply to you. Sincerely, *** ***