USAA

October 23, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your insurance policies. I apologize for any inconvenience or frustration you experienced as a result of this matter. Thank you for speaking with [redacted], of our staff,...

about the automatic payments that were being debited from your deposit account. As she advised, a credit of $213.55 is being processed and will reflect on your insurance billing statement. If you have any additional questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [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]

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]

Complaint: [redacted]
I am rejecting this response because: this guy stated they weren't covering what is a workmanship issue because I did preventive maintenance on my car. This Crack in the bond happened months after I had preventive maintenance repairs done. What am I suppose to do? Not maintain my car. It's absurd and ridiculous. These people clearly do not comprehend anything what so ever. Two different people from another body shop said it's a workmanship flaw. The hood wasn't properly fixed in the first place. The repair is even Crack under the hood. It needs to be fixed.
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] ...

December 17, 2015[redacted]Complaint ID #: [redacted]Dear [redacted] I am responding to your second submission regarding the October 30, 2015, automobile claim.We responded to your complaint on December 9, 2015.  I understand your vehicle was delivered to your repair shop of choice on December 14, 2015, and you subsequently picked up your rental car.  [redacted] remains available to assist you should you have any additional questions.We appreciate the opportunity to review your concerns again.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]

March 7, 2017
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your automobile and homeowners insurance policies. I regret any frustration you experienced as we strive to provide quality service to our entire membership.
[redacted]...

[redacted], of our staff, was unsuccessful in her attempts to speak with you; however, she thoroughly reviewed your account and confirmed all of the insurance policies were canceled effective January 31, 2017. Consequently, on March 2, 2017, a refund check was issued to your mortgage company.
Mrs. [redacted], please know that our core values of service, loyalty, honesty, and integrity are at the center of everything we do. We appreciate you allowing us to review the matter and reply to you.
Sincerely,
[redacted]

February 27, 2015 [redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your automobile policy coverage and your February 1, 2015, automobile claim.  Our records reflect that on December 22, 2014, we mailed you a Notice of...

Cancellation for Nonpayment of Premium, which stated that your Property and Casualty insurance policies would cancel effective January 14, 2015, unless sufficient payment was received before the cancellation date.  Between December 24, 2014, and January 12, 2015, five payments were made, and we sent you notification that the payments satisfied the amount to rescind the nonpayment cancellation.  The notice also advised you that if the payments returned, the cancellation would be effective in accordance with the original Notice of Cancellation for Nonpayment of Premium.  On February 3, 2015, all five payments returned.  Therefore, your automobile policy was canceled effective January 14, 2015.  While the policies will not be reinstated without a lapse, you can reapply for coverage once the outstanding balance has been paid.   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.  A thorough review of your claim determined that we would reissue a payment for your vehicle repairs to the direct repair facility.  I understand you spoke with [redacted], of our Claims staff, on February 23, 2015, about your concerns.  Should you have additional questions about your claim, [redacted] remains available to assist you.         [redacted], should you wish to reapply for Property and Casualty insurance coverage, please contact us at [redacted] or ###-###-####.  Thank you for allowing us to review your concerns and to reply to you.   Sincerely, [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 30, 2015
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the October 27, 2015, automobile claim.  I regret any frustration or inconvenience that you or [redacted] experienced.
I understand that...

[redacted], of our staff, spoke with [redacted] who advised that his driver’s license was reinstated and there were no fees incurred.  Ms. [redacted] remains available should you or [redacted] have any additional questions.
[redacted] you for allowing us to reply to you. 
Sincerely,
[redacted]

January 7, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank. I regret any frustration or inconvenience you experienced as a result of this matter. Thank you for taking the time...

to speak with Hope Gallegos, of our staff, regarding your concerns. As she advised, your deposit account was closed, and a check for the balance in the account was sent to your address on file on December 17, 2015. Should you have any additional questions, Ms. Gallegos remains available to assist you. I appreciate you allowing us to reply to you. Sincerely, [redacted]

January 11, 2017 Master Sergeant [redacted], USAF (Ret.)Complaint ID #: [redacted] Dear Sergeant [redacted] I am responding to your submission regarding your February 18, 2016, rental property claim. Due to privacy laws in your state [redacted], of our staff, reached...

out to you directly to address your concerns.  Should you wish to discuss the matter further, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [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]

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 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]

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

May 21, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank. [redacted], of our staff, completed a thorough review of your account to include the $49,000.00 check deposit. [redacted]...

[redacted] found that the handling was appropriate; therefore, we must respectfully decline your request to reinstate your account. She was unsuccessful in her attempts to reach you by telephone to discuss your concerns. However, should you have any further questions, [redacted] remains available, and she can be reached at [redacted] or ###-###-####, Extension [redacted]. Thank you for allowing us to reply to you. 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.
 I talked to [redacted] @ Opportunity and he disagreed with the findings as he had not given anyone an invoice that proved they were at fault. I hope that the [redacted] will repair the rear bumper, totally no charge to me. Thanks to the Revdex.com for doing their part. I am unimpressed with USAA insurance the way they handled the situation, but that's my opinion. Regards; [redacted]   
Regards,
Craig Matteson

Complaint: [redacted]
I am rejecting this response because: I refuse to go back and forth about a situation I had know control off.  Your company refuse to admit fault so be it.  Thank you for your time.
Regards,
[redacted]