USAA

October 20, 2015 [redacted]
[redacted]
Dear Mrs. [redacted]: I am responding to your submission regarding your September 10, 2015, automobile claim. We regret the inconvenience and frustration this matter caused as we strive to provide quality claims service to our entire...

membership. Your feedback regarding the repair facility within USAA’s Direct Repair Program was shared with the appropriate parties. Thank you for speaking with [redacted], of our staff, who addressed your concerns regarding the handling of your claim and confirmed that your rental expenses would be covered for the additional time that was required to repair your vehicle. Should you have any additional questions, Ms. [redacted] remains available to assist you and can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

June 29, 2017 Staff Sergeant [redacted], USA (Ret.)Complaint ID #: [redacted] Dear Staff Sergeant [redacted]: I am responding to your submission regarding your May 3, 2017, homeowners insurance claim.  I regret any frustration or inconvenience this matter has caused...

you. Our research indicates that although there is damage to your roof, it is not storm related.  Two separate inspections showed that the damage was related to improper installation.  An engineer inspection was recommended; however, I understand you declined to allow this.  To proceed with the claim the engineer inspection must be completed.  If you have any additional questions, we remain available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: Payment did not decline I sent over documents that showed the payment was deducted from my account.  When I called USAA the day my car was taken the agents that I spoke with were trying to figure out where the payment was allocated on your end. At no time until now that anyone say that the payment was declined this is the first.  they also informed me that this was not the first time that this has happened with your company. After not speaking with your agents  for over two hours and them informing me that they were unable to help me further unless I sent over the front and back of my card which I stated I was uncomfortable with. I called my bank to verify that was I was seeing online was accurate and it was
Regards,
[redacted]

June 6, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your automobile insurance policy.  I regret any frustration or inconvenience you experienced as a result of this matter.
 
Thank you for...

speaking with [redacted], of our staff, who accommodated your request to remove your 2015 Jeep Cherokee effective April 11, 2016, which resulted in a credit of $106.62 that was returned to your external bank account.  I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, Mr. [redacted] remains available to assist you.
 
We appreciate the opportunity to research your concerns and respond to you. 
 
Sincerely,
 
[redacted]

August 15, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your service experience, and I regret the frustration this situation caused you.
Thank you for speaking with [redacted], of our staff, and confirming you...

received reimbursement for the storage fee as well as the rental expense from [redacted]. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I cannot believe I am still receiving a standard (insulting) reply. The message states that [redacted] is available for further assistance but I left [redacted] a message on 1/11/16, TWO days ago, for him to call me and I still have not received a call back. [redacted] will be the fourth person to NOT call me back, WOW! He said he was my advocate and wanted to assist me in resolving my concerns and therefore should have on his own called me back within a couple of days to see how things were or definitely after I left him a message. It is amazing that at this point and after everything that has transpired or actually not, that this situation has not received the attention it duly requires and deserves. This is a very disappointing example of taking care of its members and living up to the Companys' core values of Service, Loyalty, Honesty & Integrity. I have been more than patient and have been through a great deal of anguish, and at this time need to reach out to the Department of Insurance as well as the media.
Regards,
[redacted]

July 14, 2017   Ms. [redacted]   Complaint ID #:  [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding the collision claim under your spouse, Mr. Scott [redacted]’s, automobile policy.   Our records confirmed that Mr. [redacted] filed an inquiry...

with the California Department of Insurance concerning this very matter.  We will respond to Department of Insurance accordingly.   Thank you for the opportunity to reply.   Sincerely,     [redacted] Senior Member Relations Advisor

Complaint: [redacted]
I am rejecting this response because: [redacted] called me during work hours. I can't answer during work hours and I don't see any point in wasting time speaking to USAA over the phone.  It's extremely frustrating. I asked her to send everything in writing.  I listened to her message and responded to [redacted] by email. Rather than wasting anymore time with this unethical company, I am taking the amount and taking my business elsewhere.  USAA and the vendor they use to value totaled vehicles, CCC Information Services, have a history of undervaluing vehicles and leaving insureds unwhole. The difference is not enough to warrant hiring a lawyer because the attorney fees will wipe it out and Class action lawsuits take a lot of time. USAA knows this. Maybe the better way is to go through the Texas legislature.  
Regards,

Complaint: [redacted]
I am rejecting this response because:My 2014 Flagstaff 425D Pop-up camper is insured with USAA for comprehensive coverage. On 3/23/16 it was damaged due to a hailstorm. USAA contracted with V-Spec to assign a repair facility to estimate damages. No damages were found to the roof, however extensive damage was observed on the vent cover and the A/C unit. All pictures have been provided and uploaded to USAA documenting the damages. The original estimate was for both damaged items to be replaced, including labor. Total initial repair estimate was for $1998.59. This included a cost of $1295.95 for the A/C unit. Retail cost of the identical Coleman #48204C966 A/C unit is $1021.88 including tax and freight. Total cost of parts (roof vent also) including tax is $1097.60. Total labor from the estimate is $520.00. This brings the actual cost to repair what was damaged $1617.60. The claim was paid in the amount of $595.72. This is $1021.88 less than what it will take to repair the vehicle to pre-loss condition.
Regards,
[redacted]

May 11, 2017
Senior [redacted] Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your submission regarding your automobile insurance policy with USAA General Indemnity Company.
We regret any frustration you experienced, as we strive to provide quality service to...

our entire membership. Our records indicate that we faxed the requested information to your previous insurer on May 1, 2017. If you have any further questions [redacted], of our staff, can be reached at [redacted]-USAA ([redacted]), Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

July 29, 2016   Sergeant First Class [redacted]. [redacted], USA (Ret.) Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your third submission regarding your June 11, 2016, homeowners claim.   We responded to your complaint on July 6, 2016.  While we recognize that you continue to disagree with the outcome, we feel confident that the correct decision has been made based on the diagnostic inspection provided.  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]

Complaint:[redacted]
I am rejecting this response because: It provided no action to resolve the case. The insurance company has refused to show why they should not honor the claim. Their inability to contact their insured is no reason enough to deny a lawful claim. Apparently the only one profiting in the affair is the insurance company that continues to receive premiums while refusing to pay damages by their client with no reasonable defense for not covering damages.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Retaliation by business.  Credit card gets suddenly declined on every purchase, despite paying balance in full monthly.
Regards,
[redacted]

This person ([redacted]) is not a USAA member.  Based on the information provided I could not find a claim number associated with them.  If they can provide a claim or policy number, we could proceed. [redacted] | Member Relations Advisor | CEO Member Relations Member...

and Market Insights, Enterprise Strategy and Marketing, USAA[redacted]Office [redacted] Fax [redacted]

[redacted]
[redacted]
[redacted] I am responding to your submission regarding the allocation of funds from your June 2015 homeowners insurance payment. We regret that we did not meet your service expectations as we make every effort to...

ensure our members’ policies are serviced and maintained efficiently and accurately. A review of your account revealed that on March 9, 2016, a Member Solutions Manager explained to you that the funds from your June 2015 payment were applied to the balances of your property and casualty policies instead of solely to the homeowners insurance premium. We are disappointed that this matter caused you to reconsider your insurance needs. As you requested, all of your insurance policies were canceled effective March 17, 2016. Mrs. [redacted], we appreciate you allowing us to look into this matter and reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:
 
I am an honorable discharged disabled veteran of the Vietnam Era
and Gulf War. As any veteran with an honorable discharge I carry the
motto duty, honor, and country as my platform in life. When I wore the military
uniform the country was behind me and the wing master of my density.
 
As a service member this county has established a moral obligation
and that is to take care of their own. When there is a gap it leaves a
veteran to think in a different direction. This is exactly what has happen with
USAA insurance. 
 
During my active duty period I was an USAA active member and
continued the coverage afterwards. The continuation was extended based solely
upon their level and professionalism due to their affliction with all military
branches. To date, my auto and homeowners insurance policies are active. 
 
I have been a loyal member since the year of 1994. I was
betrayed by USAA due to an auto accident that occurred on November 30,
2016. The other party was cited by an officer with Denver police
department. A citation was issued to the other individual for carless and
reckless driving.  
 
During the accident investigation the opposite party argued with
the officer. The individual left the scene of the accident and returned only
when the officer phone her asked if she was returning. Prior to leaving the
scene the individual used aggressive tacks and profanity towards
me for intimidation purposes.
 
USSA initially used stonewall tact's by stating they could not
obtain a copy of the accident. The company demanded that I obtain a copy. I
obtained the report and it clear indicates the individual was responsible
for the accident by receiving a citation.
 
The insurance company still refused to make the repairs to my car
and had me to talk with a special USAA investigator. He requested I give me
another report of the accident although; I had given the company three separate
reports of the accident. 
 
USAA requested that I obtain an estimate for the auto repairs from
[redacted]. I complied with the request but was told by the [redacted]
representative that USAA had not provided them any documentation concerning the
accident. I received a phone call from [redacted] after the visit for the estimate stating
that USAA needed another estimate therefore, I returned at a different date.
 
To my surprise upon returning for the second estimate it was not
for the fender and bumper damage but an
examination of the entire car. The entire interior and exterior was checked for
its condition. This included examining the door handles, widows, engine, engine
oil, tire treads, etc...). It was basely bumper to bumper inspection as if I
was selling or trading the car. 
 
I was told by the [redacted] representative that USAA who be contacting
me for a decision. USAA gave me numerous claim numbers in which none of them
could be confirmed when I made phone calls in hopes of repairing my car. In
addition to this I sent emails and could not resolve the issue. 
 
A representative from USAA executive office called me
and asked me to give him another report of the accident although; I
had given those three earlier reports. The executive office called only after I
filed grievances with the company.  
 
This accident occurred on November 30, 2016 and USAA has
knowingly, willfully, and purposely used delay tact's by stating they could not
obtain a copy of the accident report, requested a special investigator, two
separate estimates, and executive officer involvement. As an insurer with
current active insurance I am being denied due fair and due process. 
 
The bottom line on this issue is that USAA are playing the race
card game. The other party involved was a white female stating “she had three children
in the car and she had to get them to their nanny.” In addition to this she argued
with the office by saying “how do I know if the damage was not there prior”? It
was clear by the impact marks on her “HIGH PROFILE VEHICLE. USAA bit the bullet
for her and rode off into the sunset to justify another innocent “white woman’s
word” against a black man THEREFORE, she was judge and jury.
                                        ...⇄ />  
      Regards,
Albert McNeill

October 7, 2016 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your homeowners claim. Our records confirm that you filed an inquiry with the North Carolina Department of Insurance (DOI). We will respond to the DOI...

accordingly. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

June 10, 2016
 
[redacted], USAF (Ret.)
Complaint ID #: [redacted]
 
Dear [redacted]:
 
I am responding to your submission regarding rental vehicle coverage for your May 24, 2016, auto claim.
 
Thank you for speaking with [redacted], of our staff, who...

confirmed coverage for the rental vehicle. In addition, an insurance coverage review was completed, and an adjustment was made to your automobile policy, as you requested.  If you have additional questions, Ms. [redacted] remains available to assist you.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

September 11, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding your inquiry concerning your homeowners policy coverage, and I apologize for any frustration or inconvenience you experienced. Thank you for speaking with [redacted]...

[redacted], of our staff, and for explaining the intent of your inquiry when you initially called USAA on August 11, 2015, As Ms. [redacted] explained, an opportunity was identified with the handling of your coverage question and coaching was provided to those involved to prevent a similar occurrence. Ms. [redacted] confirmed your account has since been updated appropriately. Should you have any further concerns, Ms. [redacted] can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

October 31, 2016   Master Sergeant [redacted] Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your submission regarding your mortgage experience with USAA Federal Savings Bank (FSB), I regret any frustration this has caused you.    Thank...

you for speaking with [redacted], of our staff, verified that you did receive three lock extensions due to external factors.  I understand that she advised you that the Real Estate Rewards Bonus is not related to the rate lock extension costs.  The bonus is calculated based on the sales price and is processed after closing by a third party.   [redacted], also of our staff, was unsuccessful is his attempts to contact you; however, he reviewed your account and confirmed that you made a funds transfer from an external account and a hold was placed for four calendar days.  During this time your mortgage payment was denied twice, which resulted in two insufficient funds fees.  The hold was found to be justified as per USAA Remote Deposit Capture User Agreement, items transmitted via external funds transfer are not subject to the funds availability requirements of Regulation CC.  Also, USAA may make funds available based on such factors as the length and extent of your relationship with us, transaction and experience information, and other factors that USAA deems relevant.  As a courtesy, one NSF fee was waived by Dovenmuehle, and the second was waived by USAA FSB.  Should you have any additional questions, Mr. [redacted] remains available to assist you.    We appreciate the opportunity to reply to you.    Sincerely,   [redacted]