USAA

March 23, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your February 21, 2015, automobile claim. I regret any frustration you experienced as we strive to provide quality service and fair claims handling. Please know that we are...

responsible for analyzing each loss on its own merits and for making decisions in accordance with the terms, conditions, and limitations of the policy. Thank you for speaking with [redacted], of our staff, who explained that coverage will be provided for the damages to your vehicle and for rental expenses from February 26, 2015, to March 6, 2015. I understand you recently spoke with another member of our staff to discuss that we are unable to honor your request for credit to your policy as a review of the matter reflects that you utilized coverage for the 2008 Ford Crown Victoria, the vehicle in question. In addition, you indicated that you obtained insurance coverage elsewhere and do not wish to obtain automobile insurance with USAA. Should you have any further questions or concerns about your claim, [redacted] remains available to assist you and can be reached [redacted] or ###-###-####, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

August 9, 2017 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile insurance quote. Thank you for speaking with [redacted], of our staff, who accommodated your request and confirmed that the $110.00 was returned...

to your external bank account.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

October 3, 2016
Perry Officer, First Class [redacted], USN (Ret.)
Complaint ID #: [redacted]
Dear Petty Officer [redacted]:
I am responding to your submission regarding the cancellation of your automobile policy. I regret any frustration you experienced as we strive to provide quality...

service to our entire membership.
Our records indicate that an automobile policy was issued to you on August 21, 2014, with an effective date of September 1, 2014. Although several statements were generated to your address of record advising you of the active policy, you never responded. Hence, the policy was cancelled with an outstanding balance on December 11, 2014, due to non-payment. You contacted us on June 17, 2016, at which time you were encouraged to submit proof of insurance for the period in question. Two months later, we received proof of coverage with another carrier. Therefore, on September 20, 2016, the late fees associated with the account were refunded, and the following day the outstanding balance was reversed.
I understand that [redacted], of our staff, was unsuccessful in his multiple attempts to contact you to review your concerns and discuss the aforementioned resolution. Should you have further questions, Mr. [redacted] remains available to assist you.
We appreciate the opportunity to respond to you.
Sincerely,
[redacted]

September 30, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your August 15, 2015, homeowners claim. I apologize that your questions regarding additional living expenses (ALE) were not previously addressed when you contacted us...

about your claim. Our employees are expected to be courteous and informative and to handle claims in a timely manner. Coaching has been provided to those involved to ensure other members do not have a similar experience. We reviewed your claim and confirmed that your request for ALE was approved, and a letter was emailed to you. Should you have any questions, please contact [redacted], of our staff, at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

November 28, 2014[redacted]Complaint ID #: [redacted]Dear [redacted]:I am responding to your submission regarding your September 10, 2014, valuable personal property claim. We take your comments very seriously, and a thorough review of the handling of your claim noted that our records reflect a...

total payment of $2,500.00, not $5,000.00.  As a courtesy, a request was submitted to the external consumer reporting agency on November 20, 2014, to ensure the loss was being reported correctly.  I understand you spoke with [redacted], of our staff, who explained the external report you received may have been generatedduring the timeframe when you rejected the initial payment and when a replacement payment was sent to you.  In addition, I understand you confirmed that a new consumer report reflected the correct settlement amount.  Please know that we are guided by USAA’s core values of service, loyalty, honesty, and integrity, and we strongly disagree with your allegations of dishonesty. Thank you for the opportunity to review and address your concerns.   Sincerely,[redacted]

October 19, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your recent automobile claim and I regret any frustration this matter may have caused.   Unfortunately, [redacted], of our staff, was...

unable to reach you by telephone to discuss this matter with you. However, our records indicate that payment was issued to the medical provider on October 4, 2016.  Should you have any questions, Ms. [redacted] remains available to assist you at [redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

February 2, 2016 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 discussed your concerns with you about your claim. We appreciate you allowing us to review the...

matter and reply to you. 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]

Complaint: [redacted]
I am rejecting this response because: USAA has failed to provide any copies of my payment, provide me access to my account to view my bill and a letter regarding our agreement. Until USAA takes some responsibility and provides me a receipt, access to my access to view my bill, and a letter stating that I will be paying $28.00 a month for the next 4 monthly payments and then $27.77 for the rest of the policy, then I will agree on the terms to be accepted. Seems like USAA, on a daily basis, doesn't care about my issues or everyones issues. They only care about their issues and provided extremely bad customer service!!!!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I provided all the documents requested of me to USAA and Premier services.  There were two separate inspections variant for this particular claim, each performed several times. Unlike the damage inspections, the audio system inspections were at facilities which require an appointment before the vehicle could be looked at.  Premier submitted a report to USAA stating I have provided evidence to support the claim that the vehicle had installed in it a specific brand of audio system.  The re-request for information by USAA is interesting because as stated in my original complaint, I mailed the originals receipts for my audio system to Premier and a copy to USAA two years ago.  In addition due to the fact that the person or persons who stole the system from my truck did not know what they were doing and did it darkness, it was evident from physical inspection what the system in the car is as the damaged pieces left behind indicated.  For example, the thief or thieves were only partly able to rip one of the front small speakers out and so left the broken piece there.  An inspection shows exactly what model speakers they are.  Please see the attached document from Premier to USAA.
Regards,
         [redacted]

December 1, 2016
Mr. [redacted] Complaint ID #[redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile loan with the USAA Federal Savings Bank. We regret any frustration this matter may have caused you as we strive to provide quality service to our...

entire membership.
Thank you for speaking with Andrea [redacted], of our staff, who discussed the outcome of our review. As she confirmed, the November 1, 2016, payment has been reallocated to bring the loan current. Additionally, the late fees were waived, and the next minimum payment of $341.71 is due by December 1, 2016. If you have additional questions, Ms. [redacted] remains available to assist you.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your vehicle’s total loss settlement value. As you indicate, many factors are taken into consideration when determining the actual cash value of a vehicle, such as the...

mileage, the options, and the condition of the vehicle. Our records reflect that you spoke with a total loss representative on March 31, 2016, and that we are currently reviewing our settlement figure. As advised, the comparable vehicles used were not sold at auction nor are they fleet vehicles. We appreciate your patience, and an updated valuation report will be provided to you electronically. [redacted], Claims Service Manager, remains available to discuss this matter with you, and she can be reached at [redacted] It is important to note that USAA operates its business in accordance with our core values of service, loyalty, honesty, and integrity, and we reject your allegations of impropriety. Thank you for the opportunity to review your concerns and to respond to you. Sincerely, [redacted]

[redacted]
Complaint ID # 11104718
Dear Dr. [redacted]:
This is in response to your inquiry regarding your recent automobile claim and coverage concerns.
We regret any frustration you may have experienced in the handling of your loss.  We expect our employees and alliance...

partners to maintain the tradition of service our members deserve and have come to expect from USAA. Our review identified opportunities for improved claims communication and service.  We have addressed these issues with the individuals involved to ensure improved performance in future situations.
Our review of your automobile insurance coverage indicates that you elected not to add the Rental Reimbursement Endorsement on your current vehicle.  We also found that it was not included on your previous vehicle.  If you would like to add Rental Reimbursement Coverage to your automobile policy, please contact one of our Member Service Representatives at [redacted]. 
I understand [redacted], of our Advocacy Resolution Team, spoke with you briefly regarding your concerns.  Should you have additional questions regarding this matter, Ms. [redacted] remains available to assist you, and can be reached at [redacted], [redacted]
Dr. [redacted], we appreciate the opportunity to review this matter and address your concerns. 
Sincerely,
[redacted]

[redacted]
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[redacted]
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[redacted]
I am responding to your submission regarding the funds you deposited via USAA Easy Deposit.  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 [redacted], of our staff, who explained the remote deposit capture services available to you and confirmed that the deposit correction was completed on April 12, 2016.  Should you have any additional questions, Mr. [redacted] can be reached at [redacted]
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

May 11, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your April 4, 2015, automobile claim. We responded to your complaint on April 29, 2015. 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. Thank you for the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted]

December 14, 2015Sergeant [redacted]Complaint ID #: [redacted]Dear [redacted]:I am responding to your submission regarding your July 22, 2015, automobile claim. Our records confirm that you filed an inquiry with the Michigan Department of Insurance and Financial...

Services.  We will respond to the Michigan Department of Insurance and Financial Services accordingly.Thank you for the opportunity to reply.Sincerely,[redacted]

September 24, 2015 [redacted]
[redacted] Dear Private Ward: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank. Thank you for speaking with [redacted], of our staff, about the direct deposit that...

posted to your account. I understand you received the official check for the balance of your account as you requested, and your account is now closed. If you have any additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

December 1, 2015Mrs. [redacted]Complaint ID #: [redacted]Dear Mrs. [redacted]:I am responding to your submission regarding your July 4, 2013, automobile claim.  We regret any frustration you have experienced as we strive to provide quality service and fair claims handling to our...

entire membership.[redacted], of our staff, was unsuccessful in her attempts to reach you to discuss your concerns.  Nonetheless, Ms. [redacted] completed a thorough review of our handling of the medical expenses related to your claim.  On February 12, 2015, we received a call from a healthcare provider, and the USAA claims adjuster confirmed there was an open medical payments claim; however, pre-authorization was not provided, which was also understood by the healthcare provider.  On April 21, 2015, your attorney was advised of the one-year statute of limitations for medical payments and a copy of the policy was sent to his office via fax.  As no error was identified, we must respectfully decline your request to pay for the MRI.   Mrs. [redacted], we appreciate the opportunity to review the matter and to respond to you.  Sincerely,[redacted]

March 15, 2016
[redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your joint checking account with the USAA Federal Savings Bank (FSB).  We strive to provide quality service, and I regret that this was not your...

experience. 
We reviewed the situation and determined that the overdraft was processed correctly using the information you provided on the application when the account was established.  Please note that any account holder is able to make changes to the account, and your situation was shared with the appropriate parties based on your feedback.
[redacted], of our staff, was unable to reach you to discuss your concerns; however, she confirmed that the account in question has been removed from overdraft protection.  The FSB follows all applicable banking regulations and our core values of service, loyalty, honesty, and integrity, and we strongly reject your allegations of impropriety.  If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

June 16, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding Mrs. [redacted]’ May 18, 2017, automobile claim.  We regret any frustration you may have experienced.   Our records show that on May 18, 2017, we...

requested the police report.  To date, we have not received it.  On May 30, 2017, we sent a letter to Mrs. [redacted] advising her of the liability decision, providing the basis for the determination, and informing her to forward any other information for review.  I understand that [redacted], of our staff, was unable to reach you to discuss your concerns.  Should you have any further questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]