USAA

March 19, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your homeowners insurance policyOur records confirm that you filed an inquiry with the Washington Department of Insurance (DOI)We will respond to the Washington DOI
accordinglyThank you for the opportunity to replySincerely, *** ***

April 16, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your second submission regarding your Property and Casualty (P&C) insurance policiesWe responded to your complaint on April 2, While we recognize that you disagree, we feel confident that the correct information has been relayed to youNo new details have been presented that would warrant a change in our position, and we have no record of receiving the competitive comparables that you indicatedLaura Perales, of our staff, was unsuccessful in her attempt to discuss this situation with you furtherWe appreciate the opportunity to review your concerns again; however, we consider this matter closedSincerely, *** ***

February 13, 2015 *** *** ***Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your October 20, 2014, automobile claim. We regret any inconvenience this matter caused you and your son Our employees are expected to be courteous
and informative and to handle claims in a timely manner, and I apologize that this was not your experience. Thank you for speaking with *** ***, of our staff, about your concerns. *** *** confirmed that payment was issued to you on January 30, 2015, for your son’s cell phone. Should you have any additional questions, *** *** remains available and may be reached at *** *** *** or ###-###-####, Extension *** We appreciate the opportunity to reply to you. Sincerely, *** ***

May 21, *** *** *** *** ***
*** ** ** *** Dear *** ***: I am responding to your submission regarding the credit card account with the USAA Federal Savings Bank (FSB) held jointly by you and *** ***We strive to provide quality service, and I
regret any frustration you experienced when you contacted us for assistance on your accountPlease know that your situation was shared with our management team as we are continuously seeking ways to improve how we do businessYou may reach us at *** *** *** ***, or *** *** *** ***, Monday through Friday between the hours of 7:a.mto 4:p.m(CST) to discuss possible settlement optionsDue to the status of the account, your access to usaa.com has been restricted; however, we offer a limited view of your accounts on mobile.usaa.com, which can supplement the account information you receive by mail or telephoneIt is important to know that the FSB acts in accordance with our core values of service, loyalty, honesty, and integrity, and we would not purposely misroute our members’ documentsI am pleased to know the title to your vehicle is being sent to youWe appreciate the opportunity to respond to youSincerely, *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDICOther bank products are issued and serviced by USAA Federal Savings Bank

February 20, 2015 Staff Sergeant *** ***, USA (Ret.)Complaint ID #: *** Dear Staff Sergeant ***: I am responding to your submission regarding your homeowners claim, and I regret any frustration you experienced as we strive to provide quality service and fair claims
handling to our entire membership. Our initial investigation determined that the cause and origin of the loss was a result of the external meter box being removed. We requested additional supporting documentation from you confirming that there was power in your home at the time of the loss; however, we have not received documentation to date. Thank you for discussing the situation with *** ***, of our staff, who explained that we are continuing to investigate the power source of the heating system to review your appeal of the claim denial. If you have further questions, *** *** remains available to assist you, and she may be reached at *** *** *** or ###-###-####, Extension ***. We appreciate the opportunity to reply. Sincerely, *** ***

December 9,
Master Sergeant *** *** ***, USA (Ret.)
Complaint ID #:***
Dear Master Sergeant ***:
I am responding to your submission regarding your homeowner’s policy
Thank you for speaking with *** ***, of our staff, who confirmed the dwelling coverage
for your home has been adjusted at your requestWe regret any frustration this situation may have caused youCoaching has been provided to those involved to ensure other members do not have a similar experienceIf you have any additional questions or would like to discuss premium-saving options, *** *** remains available to assist you, and she may be reached at (800) 531-USAA (8722), Extension***
Thank you for allowing us to reply to you
Sincerely,
*** ***

May 22, 2015Mr*** *** ***Complaint ID #: ***Dear Mr***:I am responding to your submission regarding your March 3, 2015, flood claim and your policy.Although the call recording from when your flood policy was issued in August is unavailable, our employees are expected to
be helpful and informative, and I regret any frustration you experiencedWe thoroughly reviewed this matter and confirmed that the coverage decision is appropriate, and we respectfully decline your request for reimbursement of the policy premiumYou can appeal the decision using the instructions included in the claims decision letter we sent to you.Please note that USAA acts in accordance with the requirements set forth by the National Flood Insurance Program (NFIP), which offers flood insurance and is administered by the Federal Emergency Management AgencyThe NFIP allows the cancellation of a flood policy only under certain circumstances, and your request did not meet the criteriaHowever, you may elect to allow the policy to lapse at renewal, and a letter is not required from your mortgage company.If you have any further questions about your claim or flood policy, *** *** and *** ***, of our staff, are available to assist you and can be reached at *** *** *** ** *** *** *** *** *** ***, respectively.Thank you for allowing us to reply to youSincerely,*** ***

January 27, Staff Sergeant *** *** ***, USA Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your USAA Federal Savings Bank (FSB) credit card disputeI regret the frustration and inconvenience you experienced as a result of this matter
Thank you for your speaking with *** ***, of our FSB staff, about your concernsAfter further review, we have determined that the credit you were issued on January 16, 2015, will permanently remain on your accountAs you requested, *** *** sent you an email advising you of the outcomeShould you have any additional questions, *** *** remains available to assist you and may be reached at *** *** *** or ###-###-####, Extension***Thank you for allowing us to reply to youSincerely, *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

February 18, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your March 16, 2014, automobile claimThank you for speaking with *** ***, of our staff, about your concerns*** *** thoroughly reviewed the claim and determined that
our handling was appropriatePlease know that we regret the frustration you have experienced; however, any concerns with the workmanship would need to be addressed with your repair shopShould you have any further questions, *** *** remains available, and he can be reached at *** *** *** or ###-###-####, Extension***Thank you for allowing us to reply to youSincerely, *** ***

December 22, 2014 *** *** ** ***Complaint ID #: *** Dear *** ***: I am responding to your second submission regarding your May 14, 2010, auto insurance claim. Our records confirm that you filed an inquiry with the Maryland Insurance Administration We will respond to the Maryland Insurance Administration accordingly. Thank you for another opportunity to reply. Sincerely, *** ***

April 10, Specialist *** *** ***, USAR Complaint ID #: *** Dear Specialist ***: I am responding to your submission regarding your March 4, 2015, automobile claimI appreciate you taking the time to speak with *** ***, of our staff, regarding your concernsAs she advised, a
review of your claim found that proper expectations were not set regarding the fee for the diagnostic test and the towing chargeTherefore, we have issued a payment to you in the amount of $to cover the expenses you incurredIf you have any additional questions, *** *** remains available to assist youThank you for allowing us to reply to youSincerely, *** *** Garrison Property and Casualty Insurance Company, subsidiary of USAA Casualty Insurance Company, is authorized to use the USAA logo, a registered trademark of United Services Automobile Association

January 21, 2015 *** *** ** ***Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your loan application with the USAA Federal Savings Bank (FSB). Thank you for speaking with *** *** *** on January 2, 2015, regarding your initial
loan application. Several days later, after your member profile had been verified and established, you submitted another personal loan application that was systematically approved and forwarded to underwriting. It was then discovered that some of the loan would be used for tuition, which was the reason for the decline, as loans for educational expenses are currently not offered through the FSB. I regret any frustration that you might have experienced and I hope your conversation with *** ***, of our Bank staff, helped reassure you that member service remains our top priority. *** *** remains available to speak with you and answer any questions you might haveShe may be reached at *** *** *** of *** *** ***, Extension ***. Thank you for allowing us to reply to you. Sincerely, *** ***

June 28, Ms*** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your request for a permanent ATM daily limit increase on your deposit account with the USAA Federal Savings Bank (the Bank)Although the Bank received your written request for the
permanent increase on May 27, 2016, you did not provide us with the debit card number until on June 16, 2016, at which time a supervisor assisted you with establishing the $2,permanent increaseWhile the increase has been executed, it is important to note that each ATM may have its own limits for withdrawalsTherefore, multiple transactions may be required to attain the $2,limit*** *** of our Bank staff was unsuccessful in her attempts to reach youShould you have additional questions, Ms*** can be reached at *** *** *** or (*** *** *** ***We appreciate the opportunity to review this matter and to respond to youSincerely, *** ** ***

March 6, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding the January 16, 2015, automobile claim rental reimbursementI am sorry to hear about the frustration you experienced as we strive to provide quality service and fair claims handling
Our employees are expected to handle claims in a timely manner, and coaching has been provided to those involved to ensure others do not have a similar experienceThank you for speaking with *** ***, of our Claims staff, who explained that payment in the amount of $has been issued to you as reimbursement for the two days you were billed for the rental car*** *** remains available to assist you, and she may be reached at ###-###-#### or ###-###-####, Extension ***We appreciate the opportunity to review your concerns and respond to youSincerely, *** ***

Revdex.com:
Good Morning- Just wanted to update you USAA notified me this morning that they would pay for the rental car until today Thank you we are very please that they did the right thing and covered this expense. *** ***

Complaint: ***
I am rejecting this response because: The responses they are giving are not addressing my questions and concernThey continue to repeat themselvesThey need to go back and re-read my complaint (s). I was not allowed to speak with the Fraud Dept even after I told them my EX committed fraud by giving them the proof they needed and asked for it to be looked into I was told several times NO! Why not? Why wasn't this looked into This same thing can happen again or to someone else if no action is taken against her. You say your company acts on an honor system This allows others to get car insurance on a vehicle that does not belong to them and collect money on vehicle that DOES NOT BELONG TO THEM! I called with it being recorded on my end a Rep from USA was going to allow me to obtain car insurance on my new wife's vehicle without her permission I answered a few questions and was told I could get itI even told them I wasn't the ownerI wanted to see how easy it was for my EX to call in our go online to get the coverageYou are allowing someone to give you information without looking into it, asking for proofnothing!!! Then when a claim is filed by the EX or week ever committed fraud, gave you info Lied you want to recognize them as the policy owner and not pay the actual ownerI have sent you MY TITLE to MY TRUCK as proof. USAA did not post my complaint after I submitted it on their web siteThey only post the happy customers comments They do not want others to see our complaints We have posted it on other sites and will continueUSAA feels they did nothing wrong and will continue to do business the same way knowing that this has happened They refuse to address my questions!
Regards,
*** ***

March 4, Ms*** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding the damage to your property and the non- renewal of your homeowners insurance policyWe are responsible for analyzing each loss on its own merits and for making decisions in
accordance with the terms, conditions, and limitations of the policyOur employees investigate the facts of the losses that are reported to us and settle the claims for which we are legally liable*** ***, of our staff, reviewed the claims for damage to your home and confirmed that the handling was appropriateAs she explained, separate claims were established to extend coverage for the damages resulting from covered perilsNot all the reported damages are covered under your policyIf you have additional questions Ms*** remains available to assist you and can be reached at *** *** *** ** *** *** *** ***
I understand that *** ***, of our underwriting staff, explained to you the reasons for the non-renewal of your homeowners policyAs she advised, the non-renewal is not a permanent decisionAn application for insurance of your residence can be considered once you submit proof of repairsThank you for allowing us to look into this matter and reply to youSincerely, *** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** *** They didn't offerme anything im reportiing them to the Michigan Department of insurance because I hear you guy cant enforce any thing but I appreciate your attempts

March 6, 2015 *** *** ***Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your January 6, 2015, automobile claim. We strive to provide quality service and fair claims handling, and I regret the frustration you experienced when
attempting to speak with our Claims staff. I assure you that your situation was shared with the appropriate area to ensure others do not have a similar experience. Thank you for speaking with *** ***, of our Claims staff, who explained that after a thorough review was conducted, the findings of our investigation found that both parties contributed to the accident. In addition, payment has been issued for your claim. *** *** remains available, and she may be reached at ###-###-####, or ###-###-####, Extension ***. Thank you for allowing us to reply to you. Sincerely, *** ***

December 23, 2014 *** *** *** ***Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your homeowners hail damage claim. Our records confirm that you filed an inquiry with the Colorado Department of Regulatory Agencies Division of
Insurance on December 12, 2014. We will respond to the Division of Insurance accordingly. Thank you. Sincerely, *** ***