USAA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10641231, and find that this resolution is satisfactory to me.
Regards,
[redacted]

February 2, 2017
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]
I am responding to your second submission regarding your auto claim.
Our records indicate that you have spoken with Mr. [redacted] about your concerns. Please be assured that Mr. [redacted] remains available to assist you with any further questions.
We appreciate you allowing us another opportunity to review this situation.
Sincerely,
[redacted]

September 24, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your April 14, 2015, automobile loss. I am sorry for the difficulty you experienced in attempting to reach [redacted] of our staff. I understand that you spoke with Mr. [redacted] on September 18, 2015, and that he advised you of the actions made by USAA to resolve the claim with the other insurance carrier. Please be assured that member service remains our top priority, and if given the opportunity, we will work hard to provide the level of service you expect and deserve. Thank you for allowing us to review your concerns again. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: In order to be involved in something you must be knowingly and actively participating in the actual action.  I was not involved in fraudulent activity, as you so put it, because I was unaware of the whole situation.   
Regards,
[redacted]

September 11, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your May 19, 2015, automobile claim. We strive to provide quality claims service, and I apologize for the frustration and inconvenience you experienced....

 I understand that [redacted], of our staff, spoke with Mrs. [redacted] about the handling of the claim and vehicle title.  Ms. [redacted] confirmed the lien was released and the title was sent to you via FedEx on September 1, 2015.  Should you have any further 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]

January 9, 2015 [redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your August 1, 2013, automobile insurance claim and regret any frustration this matter has caused you.  Another review of your claim was conducted,...

and we have determined that your vehicle damages will be covered.  Unfortunately, [redacted], of our staff, has been unable to reach you by telephone to discuss payment details.  Please contact [redacted] at your earliest convenience.  She can be reached at [redacted] or ###-###-####, Extension [redacted].   We appreciate you giving us another opportunity to review your claim and respond to you. Sincerely, [redacted]

April 27, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the March 2, 2015, automobile claim involving your son, [redacted]. I understand [redacted], of our staff, spoke with you about the claim. As she advised, a...

thorough review of the claim was completed; however, no new information was discovered to warrant a change in our liability decision. [redacted] remains available should you have any additional questions, and she can be reached at [redacted] or ###-###-####, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

June 4, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding the USAA Plan F Medicare Supplement Insurance policy. Our records confirm that you filed an inquiry with the Office of the Arizona (AZ) Attorney General. We will respond to the AZ Attorney General accordingly. Thank you for another opportunity to reply. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:a. USAA's insured owner of vehicle could be identified by eye witnesses on the day of the accident.b. Killeen Police Dept received vehicle owner information from USAA insured.c. vehicle was not reported stolend. Picture of vehicle with license plate information was taken by witness and provided to Killeen Police on day of accident.e. On the day of the accident (after which the USAA insured fled the scene in violation of Texas law)  I provided USAA with all pertinent information to include identification of vehicle owner who is insured by USAA.f. As each day passed after the accident I contacted USAA by phone or by emails, which were ignored. Phone contacts told me they had to wait 30 days after the accident for the driver/owner/insured to contact them to report the accident.g. Although I had full identification of the driver/insured, I was reluctant to call the driver/insured.h. Finally after more than 2 weeks, I called the driver/insured and had a lengthy conversation with him. I then called USAA and finally....a USAA representative asked if I would mind if the USAA rep tried calling the driver/insured since I had just spoken with him. After about 30 minutes on hold, the USAA rep returned to the phone and advised he had spoken with the driver/insured and that USAA was going to cover my claim.i. I do not believe there were any attempts to  contact the driver/insured prior to this time.j. As a result of this "fleeing the scene of an accident" incident, I have driven approximately 40 miles to request and pick up police reports. I have taken personal time to make several phone calls to USAA and call THEIR insured (USAA's job).k. Now that USAA has accepted liability, my wife is without her 2013 Lincoln Navigator, which she uses as a Realtor, for about 3 days to have the vehicle repaired. USAA would only approve a small SUV as her replacement vehicle, which is not large enough for my wife's real estate business (to transport clients). I believe that USAA was negligent with processing my claim and that I should receive reimbursement for inconvenience, direct and indirect costs associated with our vehicle not being available for my wife's real estate business, and costs of police reports. I read that USAA will reimburse me for cost of reports; however, I do not have receipts and does not include mileage or personal time off to do USAA's job. I would have to drive to the Killeen Police Dept to get receipts which would wind up costing me more hhan USAA wants to reimburse. USAA's client was at fault, fled the scene, and did not report the accident  I should not be penalized . 
Regards,
[redacted]

Chief Warrant Officer [redacted], ARNG
Complaint ID #: [redacted]
Dear Chief [redacted]:
I am responding to your submission regarding the insurance policy for your 2010 Ford F-150.
Thank you for speaking with [redacted], of our staff, about your concerns. As she explained, our...

records reflect that on October 12, 2016, Mrs. [redacted] requested to have the Storage Endorsement on the vehicle removed as she would be driving the truck. A detailed review of your account does not indicate that she called back to reinstate the endorsement the following day. Ms. Rodriguez also discussed with you the requirement that the vehicle is maintained in storage for a minimum of 30 consecutive days and the vehicle will not be driven while in storage. We regret not being able to backdate the storage discount as you requested as the claim of October 14, 2016, indicates the vehicle was not in storage but was being driven.
If you have additional questions, Ms. Rodriguez remains available to assist you. We appreciate you allowing us to look into this matter and reply to you.
Sincerely,
[redacted]

April 30, 2015 Mrs. Thea Dendler Complaint ID #: 10593140 Dear [redacted]: I am responding to your submission about the handling of your Total Loss Protection (TLP) with the USAA Federal Savings Bank. We regret any frustration that you may have experienced. Thank you for speaking with [redacted]...

[redacted] of our staff, who explained the refund process and confirmed that, the TLP cancellation credit was applied to your credit card. Please know we value your feedback and have shared it with the appropriate area for review. Should you have any further questions, [redacted] remains available and he can be reached at [redacted], Extension [redacted] We appreciate the opportunity to respond to you. Sincerely, [redacted]

December 5, 2014
[redacted]
Complaint ID #: [redacted] 
Dear [redacted]:
I am responding to your submission regarding your renters insurance policy.
I regret the frustration you experienced as we strive to provide quality service to our entire membership. Our employees are...

expected to be courteous and informative and to handle matters in a timely manner. I understand [redacted], of our staff, spoke with you and agreed to waive the $10.00 wire transfer fee you were assessed by your bank. A check will be mailed to your address on record within the next few business days. When we discover that matters have not been handled to a member’s satisfaction, we appreciate the opportunity to review our actions and to resolve the situation, as you allowed us to do.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

January 21, 2015 [redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your additional submission regarding your September 28, 2012 automobile claim. Our records confirm that you filed an inquiry with the New Hampshire Insurance Department.  We will respond to New Hampshire Insurance Department accordingly. Thank you for the opportunity to reply.   Sincerely, [redacted]

February 10, 2015 **. [redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding the email notifications for your, and [redacted]’s, insurance policies.    I understand you spoke with [redacted], of our staff, after receiving our initial response dated January 28, 2015.  As [redacted] confirmed, both you and [redacted] were receiving email notifications of your insurance policies until May 2014.  However, our procedure is to only send notifications to the email address listed under the primary eligible insured profile, [redacted] in this case.  Please be advised that while [redacted] continues to research why you stopped receiving notifications to provide you with the explanation you requested, [redacted] will continue to be the only party notified.   We appreciate the opportunity to review your concerns again.  Sincerely, [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.
Hi,Please be advised that USAA has exceeded my expectations in resolving this complaint and I wish to drop it.Thank you,[redacted]...

[redacted]

March 3, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr[redacted]:
I am responding to your submission regarding the handling of your auto claim. I regret the inconvenience this situation caused you.
Thank you for speaking with [redacted], of our staff, who determined the...

claim wasn’t reported to USAA until February 15, 2017, and that there will be no compensation for the inconvenience of the claim. I understand that the inspection for your vehicle has been scheduled, and that we authorized a rental vehicle for the repair time. If you have additional questions on this matter, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

July 27, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the handling of your auto claim.
Thank you for speaking with [redacted], of our staff, who addressed your concerns and advised you to submit your receipt for...

the police report for compensation review. As discussed, before repairs could be made, we needed to verify the driver’s identity as the police report did not specify. Our records show on July 20, 2017, a payment was sent to the auto shop repairing your vehicle. If you have additional questions on this matter, Ms. [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:First, I was never given a descion until I filed a complaint with the Revdex.com. I was contacted by [redacted]. who emailed me the denial and I have not been able to contact since. As I read my 2nd denial letter I was in complete disgust. It was based on lies and false information. USAA is acting in bad faith and failing to live up to their promise. I have several correspondence via email. They claimed I disputed the value they offered me for my replacement which is not true. I was never offered any type of figure/settlement. (Copy of emails w conversations proving this) They claimed AFFES never sold this tv and they don't sell them past $4500 or 80". (AAFES pic attachched proven this wrong; they have products well over that value and size) Bottom line, I finally was given/located  my purchase reciept from AFFES which clears up any discrepancies, USAA claims are so many (which were caused by their own investigators lies and assumptions) Also, my claim was reopened because it was mishandled in the first place. So why were  the same individuals who denied it in the first place looking at it a second time. This is not right besuase their biased opinions clearly effected the outcome. Shame on USAA for not doing the right thing. A customer should not have beg what the status of a claim is. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The fact of the matter is that USAA did not contact me to accept liability until 29 December -- but claimed that they had accepted liability on 19 December.  Additionally, the "full-size" rental price was not paid to Enterprise -- the rate paid to Enterprise was the "standard" rental rate according to Enterprise.Had USAA done their due diligence, and contacted me the day that they accepted responsibility, I would have returned the SUV and obtained a vehicle for which they would pay.  USAA is liable due to their failure to contact me within a reasonable period of time -- not contacting me until 10 days later.  The claims Representative, [redacted], knew that I had a rental as Enterprise had contacted USAA with the claim number requesting a direct-bill authorization on 19 December, when I initiated the rental.  USAA failed to contact Enterprise to authorize or deny the rental payment as well until 31 December.Additionally, I spoke to a USAA Claims Representative on 31 December who stated that the rental was fully covered, but USAA claims they have"no record" of that call, even though I requested that the call be monitored by a supervisor (but was told none were available) and then requested it be recorded. USAA claims that no recordings exist.
Regards,
[redacted]

December 23, 2015 Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. Aria: I am responding to your second submission regarding your homeowners claim. As previously mentioned, our records indicate that you are represented by an attorney and that you filed an inquiry with the Georgia Department of Insurance (DOI). Any concerns related to this claim will be addressed via the GA DOI. Thank you. Sincerely, [redacted] ...