USAA

March 20, 2015 Ms. [redacted] D. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your second submission regarding the damage to your property and the non-renewal of your homeowners insurance policy. We responded to your complaint on March 4, 2015. While we recognize that you disagree, a thorough review of the claims handling has been completed, and we feel confident that the correct decision has been made. With regard to the non-renewal of your homeowners policy, we must adhere to specific underwriting guidelines; therefore, we were unable to take action and your policy remained active until June 22, 2014. We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted]

May 28, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your automobile insurance bill. Our employees strive to provide quality service and are expected to be courteous and informative. We regret any frustration or inconvenience this matter...

has caused you. [redacted], of our Advocacy and Resolution Team, thoroughly reviewed your account and confirmed the billing fees were assessed appropriately. Mr. [redacted] was unsuccessful in reaching you by telephone to discuss your bill and options for a due date change. Please note that we are unable to credit you one month of insurance and guarantee any future late fees will be waived. Mr. [redacted] remains available to assist you, and he can be reached at [redacted]
Thank you for allowing us to reply to you. Sincerely, [redacted]

July 31, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding the May 3, 2015, fire damage claim. I regret any frustration or inconvenience you experienced as we strive to provide quality service and fair claims handling. 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] Yount, of our Claims staff, who confirmed the final liability decision. If you have further questions regarding this matter, Mr. [redacted] remains available to assist you. Thank you for allowing us to review your concerns and respond to you. Sincerely, [redacted]

June 17, 2016
 
Mrs. [redacted]
Complaint ID #: [redacted]
 
Dear Mrs. [redacted]:
 
I am responding to your submission regarding the accident forgiveness included with your automobile policy.  We regret any frustration you may have experienced. 
 
I understand...

that you spoke with [redacted], of our staff, who thoroughly reviewed the matter and advised that the accident forgiveness is being rated appropriately based on our established guidelines.  Should you have any further questions, Ms. [redacted] remains available to assist you.
 
We appreciate the opportunity to reply.
 
Sincerely,
 
[redacted]

January 15, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the acquisition of new products with USAA. [redacted], of our staff, was unable to reach you to discuss your concerns, and I hope you find the following information...

helpful. Our records indicate that your USAA Visa® account was charged off in 2000 due to nonpayment and that we later restricted your ability to acquire new products and services due to the outstanding uncollected charges. To the extent allowed by law, our business policy prohibits doing business with a member who has caused USAA to suffer a financial loss. Once we were notified that you filed bankruptcy in 2013 and included the outstanding charged-off credit card balance, we updated your account accordingly to reflect the bankruptcy. As you noted, the USAA account restriction lasts for seven years. We appreciate that a portion of the outstanding balance may be paid under your bankruptcy; however, this does not change our policy. Please know that USAA acts in accordance with banking regulations as well as with our core values of service, loyalty, honesty, and integrity. Thank you for allowing us to reply to you. If you have additional questions, please contact [redacted] at (210) 531 USAA (8722) or (800) 531-8722, Extension [redacted]. Sincerely, [redacted] Credit Cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Complaint: [redacted]
I am rejecting this response because:My name is [redacted]. I had been a student/employee at Harvard University for nearly two decades when my mother, [redacted], was diagnosed with Ovarian Cancer and given little time to live. I left Harvard (where I had worked in the Athletic Department—tennis mostly—to care for her). To facilitate my staying home 24/7, my parents built me a tennis court in their backyard. Because their backyard was sloped, a structure was built to level out the land, with the tennis court built atop the structure. The court/structure was insured by Farm Bureau of NC. After my parents died, I remained in their home, having moved back into the bedroom of my youth, in the town of my youth, eventually becoming the girl’s tennis coach at the local high school I had once attended—the boys had a coach. My brother, a career enlisted man in the Marines, serving overseas since the 9/11 Call to Arms, returned home after three tours, back into the home we had shared as children. Having been exposed to years of USAA Insurance propaganda, he switched our insurance policy from Farm Bureau to USAA upon his return, including the tennis court, which had been standing nearly ten years. Before insuring our home, USAA sent inspectors, who walked the property discussing our needs. At USAA’s request, USAA was given a copy of the Farm Bureau policy, which had insured the tennis court separately from the home. On advice from USAA, which said the tennis court did not warrant a separate policy, the coverage was combined, meaning the court would be covered by ten percent of the home coverage under the new USAA policy. (When I argued ten percent wasn’t enough, USAA raised the value of the home.) Then, having finished their inspection, they took my money. And contracts were signed. Nearly fourteen months later, calamity struck (in my opinion, tennis court windscreens pulling like sails during a windstorm, taking the court down). Despite the fact that USAA had sent an inspector, taken my money, and signed a contract, they refused to repair the court after it fell. Instead, USAA spent money creating a deceptive, misleading engineering report that talked about everything from poor soil, to poor construction, to lack of wind. (Notably, the wind screens on the court had been ripped partially down in every direction around the court, which would have taken an enormous swirling force, but the USAA engineer diligently removed every ripped windscreen before taking any pictures, eliminated a glaring piece of evidence that the calamity had been caused by high winds.) Nonetheless, neither the soil, nor the court’s construction, nor the high winds are particularly relevant, because the Supreme Court of North Carolina had already ruled that if an insured structure falls all of a sudden, the insurance company holding the policy is both required to cover the loss and barred from claiming poor construction to avoid payment of the claim. Of course, the point of the deceptive engineering report was less about any particular reason, than creating a plethora of red herrings to distracts the courts. I.e., the purpose of the engineering report was to create so much confusion that the policyholder, me, would not be able to afford to take USAA to court, which is the policyholders only option if an insurance company decides to renege on their own policy, even by breaking the law. Of course, they say you can go to court, but how many policyholders out there can afford to confront a multibillion dollar insurance company to court—certainly not me. But back to the purposeful deceptions in USAA’s purposely misleading engineering report. Let’s consider three items: One, soil samples: It was the same soil beneath the court when USAA inspected the property in 2012 as when the court fell in 2014. (It had probably been the same soil since the last ice age ended nearly ten thousand years before the court fell.) But USAA did not mention soil when its inspector first inspected the court. USAA did not mention soil when they took my money. USAA did not mention soil when the policy was signed. Soil quality was not relevant. If soil had been relevant, USAA should not have insured the court, giving me the opportunity to keep my old policy with Farm Bureau instead of being caught up in a fraud. Two: Court construction: It was the same court when USAA inspected the court in 2012 (having already stood for many years) as when it fell in 2014. But USAA did not mention court construction when its inspector inspected the court. USAA did not mention court construction when USAA took my money. USAA did not mention court construction when the policy was signed. Court construction was not relevant. If court construction had been relevant, USAA should not have insured the court, giving me the opportunity to keep my old policy with Farm Bureau instead of being caught up in a fraud. Three: wind: The deception here is different. Besides removing ripped windscreens before pictures were taken, the USAA engineer claimed in his report, using data from NOAA (the National Oceanic and Atmospheric Administration), there were no high winds in the area during the period when the calamity occurred (e.g. January 2014). The USAA report did not mention the NOAA website the engineer cited in his report had a disclaimer, e.g.:             The absence of SWDI [Severe Weather Data Inventory] data for a             particular location and time should not be interpreted as an indication that             no severe weather occurred at that time and location. Furthermore, much             of the data in SWDI is automatically derived from radar data and             represents probable conditions for an event, rather than a confirmed             occurrence. Clearly, information from NOAA cannot be used for anything other than insurance fraud. (I also contacted NOAA headquarters and was told. not only that NOAA information could not be used to determine severe weather at a particular time and place, but also, that the closest site to my tennis court with accurate, vetted, minute-by-minute weather information was over fifteen miles away.) Of course, accuracy wasn’t USAA’s point. USAA’s point citing NOAA was to give the illusion of authority, and as a hedge against being taken to court, by driving up court costs beyond my capacity to pay, like with the soil quality samples and court construction quality, each argument being intended to insure court costs would exceed what their own duped clients could afford, which is one way USAA games the system of law to avoid being held accountable to the laws it manipulates to increase its profits.To iterate, even though the NC Supreme Court has already ruled that if an insured structure falls all at once an insurance company cannot deny a claim, even based on an argument of poor construction, USAA did exactly that, adding misleading information about soil and wind conditions to drive up the costs of being challenged in court. In this way USAA games the legal system into becoming a quasi-co-conspirator in insurance fraud, because it is the very expense of the legal system keeping my case (and cases semblant my case) out of court, and this despite the VII Amendment to the Constitution of the United States, which supposedly guarantees me (and policyholders like me) the right of trial by jury. PS            An expose on 60-Minutes, broadcast on 1 March 2015, explicated how             engineering reports are used by insurance companies to defraud customers out             of claims, just in case the Revdex.com is interested in being more than part of the             gamed system of law.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The letter I received did not explain definitively why my auto insurance premium increased.One of the factors mentioned was driving record.  I need to know who provides you with my driving record.I also need to check it for accuracy.  You also mentioned a rating plan USAA files in each state.  Please provide me with a copy of this rating plan for the State of Florida. The letter mentioned "other" factors as well.  Please explain what other factors are.  Please explain definitively what factors are negatively impacting my auto insurance premiums. The letter did not explain which of many factors you considered has impacted my premium.  Please explain and provide additional information.Thank you in advance for your anticipated help.I request a written response to this complaint.Very respectfully,[redacted]      
Regards,
Oleg Yarin

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11440672, and find that this resolution is satisfactory to me.
Hi! I need to update my complaint filed ID 11440672. I received a phone call from a senior supervisor today from USAA...

regarding all of these issues. Once she discussed the issues with me, we were both able to clear up all issues and full access was restored. I recommended that the conversation she and I had should have taken place with my first call and everything would have been immediately solved and days of frustration would have been eliminated.  As of today, all issues have been fully resolved. Please close the case number.
Regards,
Clark Nelson

Complaint: 10297980
I am rejecting this response because:Your policy is based assumption and not proof. One question I have for your "honorable" requirement is, what about those separated because of Reduction in Force otherwise known as R.I.F.? These are discharges similar to civilian workforce layoffs that fall on the accountability of the employer. So even if someone honorably served they are still considered General (under Honorable conditions). And for a company whose board members appear to be mostly former active duty military, this is a major oversight on them.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:We want to make sure that the other insurance company is going to monitor the status of the case. Since the other party insurance carrier took so long to respond to my daughter's collision policy. We had to pay out of pocket on car rentals and also other expenses that could have been prevented if we were communicated about what are options were at the time. Since USAA claim adjuster refused to help of our options. I am skeptical that USAA will continue to prolong the claim.
Regards,
[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.
I have also posted a positive review on that side of the Revdex.com website. Thank yoi for your attentive assistance.
Regards,
[redacted]

August 5, 2015 [redacted]
[redacted] Dear Ms. [redacted]: I am responding to your submission regarding your May 30, 2015, automobile claim.  We regret any frustration you experienced. Thank you for speaking with [redacted], of our staff, about your...

concerns.  I understand that we confirmed the details of the accident and that you obtained a rental vehicle.  We respectfully decline your request for compensation for gas. We appreciate your feedback and the opportunity to reply to you. Sincerely, [redacted]

I reject this response.  [redacted] told me she was going to call me at a certain time and never did. I am still having problems and have sent multiple emails with no response.  I did not elect not to have rental but apparently it was a miscommunication. I took care of that. The only time I heard from my adjustor and her supervisor was 3 days after my accident because the same day a representative of your company called them few minutes before. All they did was to justify themselves. I was told they don't work on weekends or after hours and since my accident was on a Sunday afternoon there was no one available. There has been no follow up since that single phone call. I have had to constantly send messages or call. After picking up my car noticed multiple scratches and dents in the left side of my car that were not there when my car was taken. The collision center told me they didn't know and that probably was the towing service who caused them. I sent a message to USSA as I expect this new problem to be addressed and nobody has contacted me. The collision center did say they would replace a oart but didn't say anything about fixing all the new scratches on my new vehicle. The whole service has been unacceptable and there has not been full resolution.  Thanks again for your assistance.  [redacted]

May 2, 2016 Mr. Steven Lavery Complaint ID #: 11383680 Dear Mr. Lavery: I am responding to your submission regarding your inability to access your accounts via usaa.com. Thank you for speaking with [redacted], of our staff, about your Property and Casualty accounts. As he explained, the balance...

owed on your insurance premiums would not have restricted your access onto our website. However, a subsequent review of your log on activity revealed that your account was locked after three failed attempts to correctly answer your security questions. We regret any misinformation you received about the reason for the restriction. We were able to confirm that your access has been fully restored. We appreciate you allowing us to reply to you. Sincerely, [redacted]

May 4, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your March 30, 2017, automobile claim.
Between April 18 and April 20, 2017, two checks were mailed to the repair facility, following supplemental appraisals of your...

vehicle. On April 21, 2017, you spoke with your adjuster and advised that the repair facility would not release your vehicle until they received payment in full. On April 24, 2017, after confirming that both of the previously issued payments were canceled, the adjuster sent a single check overnight to the repair facility. A detailed review of your claim did not identify any service delays. In addition, your automobile policy does not provide rental reimbursement coverage, and we are unable to grant your request for reimbursement of any rental expenses incurred.
[redacted], of our Claims staff, was unsuccessful in reaching you to discuss your concerns; however, your feedback has been shared with the appropriate parties. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

August 4, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your July 7, 2016, automobile claim.    A review of your claim confirmed that the damages to your vehicle were related to a lightning...

strike, and it would be considered a total loss.  I understand you spoke with the Total Loss department and accepted the settlement amount. I regret the frustration and inconvenience you experienced as a result of this matter.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

May 27, 2016
 
Staff Sergeant [redacted], ANG (Ret.)
Complaint ID #: [redacted]
 
Dear Sergeant [redacted]:
 
I am responding to your submission regarding your February 8, 2016, automobile claim.
 
A rental car was provided for your use pending an inspection...

of your vehicle.  The inspection noted multiple impacts to the right front wheel and damage to the rear bumper and tail light that were inconsistent with the vehicle going into a ditch.  USAA advised you we would no longer pay for the rental car once it was determined that the damage was not the result of negligent servicing by our roadside assistance vendor.  However, we have addressed your concerns regarding the inspection process with the appropriate parties.
 
[redacted], of our staff, thoroughly reviewed your claim, confirmed the damages were inconsistent with the impact reported, and determined no evidence suggests that a tire became dislodged from the vehicle.  Although we regret any inconvenience you experienced as a result of this matter, we must respectfully decline your request to reimburse you for additional rental car fees and towing expenses.  If you have any other questions, Ms. [redacted] remains available to assist you. 
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

Revdex.com:
From: [redacted]
Sent: Monday, November 17, 2014 8:35 AM
To: info
Subject: Complaint # [redacted]
 
Hi,
The complaint against USAA, complaint # [redacted], has been resolved and we accept their solution.  Our car has been repaired and the rental car USAA paid for has been returned.  I would like to close this complaint.
Thank you for your help in resolving this problem.
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], the company did reach out to me. They have also made genuine effort to fix the problem. I have accepted their limited offer.  Thank you for the help.5 years ago, this would of never been a issue with USAA. But recently they expanded their business, now their customer service has gone down the toilet.
Regards,
[redacted]

May 13, 2016 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. Pester: I am responding to your submission regarding your homeowners policy and claim. Thank you for speaking with [redacted], of our staff, who accommodated your request, and a dwelling coverage adjustment was made and...

backdated to the July 12, 2015, renewal. The adjustment lowered your homeowner’s premium as well as the deductible that will apply to the homeowner’s claim. [redacted], of our staff, confirmed the lower deductible with you and will monitor the claim to completion. If you have additional questions regarding the policy or claim, Ms. [redacted] and Ms. [redacted] remain available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]