USAA

January 16, [redacted] Complaint ID #: [redacted] Dear [redacted] ***: I am responding to your submission regarding your January 2, 2015, homeowners insurance claimWe are responsible for analyzing each loss on its own merits and for making decisions in accordance with the terms, conditions, and limitations of the policyA detailed review of the claim confirmed that your homeowners policy contract specifically excludes damage caused by animals to personal property, and the claim was deniedA review of your December 21, 2012, auto claim revealed that the engine seized due to lack of maintenanceYour auto policy specifically states that damage resulting from negligent servicing or repair of your covered auto or its equipment is not coveredDelivering news which we know our members may find disappointing is never easy for usHowever, we found that the denial decision for both claims was made in accordance with the terms of your policiesWe disagree with your allegations of impropriety, and we respectfully decline your request to pay for a new couch or reimburse the policy premiums you have paidI understand you spoke with [redacted] ***, of our Claims staff, regarding your claimIf you have further questions, [redacted] remains available to assist you and may be reached at (210) 531-USAA (8722) or (800) 531-8722, Extension ***Thank you for allowing us to reply to youSincerely, [redacted]

April 30, MrsThea Dendler Complaint ID #: Dear [redacted] : I am responding to your submission about the handling of your Total Loss Protection (TLP) with the USAA Federal Savings BankWe regret any frustration that you may have experiencedThank 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 cardPlease know we value your feedback and have shared it with the appropriate area for reviewShould you have any further questions, [redacted] remains available and he can be reached at [redacted] , Extension [redacted] We appreciate the opportunity to respond to youSincerely, [redacted]

February 26, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your March 28, 2013, automobile claimOur employees are expected to be responsive and to handle claims in a timely manner, and I am sorry to hear that this was not your experienceCoaching has been provided to those involved to prevent a similar situation in the futureThank you for speaking with [redacted] , of our staff, who thoroughly reviewed the claim and explained that the medical bills are being reconsideredWe are unable to provide a timeline for the review; however, once it is complete, [redacted] will reach out to youShould you have any further questions, [redacted] remains available, and she can be reached at [redacted] or ###-###-####, Extension***We appreciate you and your husband’s service to our country and the opportunity to further research the matter and reply to youSincerely, [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 meI never received a message from [redacted] to confirm this decisionI would like contact from USAA to confirm this decision.Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have decided that I will allow the NH Insurance Department to investigate this matter now This decision that I have made in no way indicates that I am satisfied with USAA's handling of this matter up until this point[redacted]

I have attempted to reach Ms [redacted] unsuccessfully and have not received a return call

Complaint: [redacted] I am rejecting this response because: I spoke with [redacted] from the CEO's office and she informed me that USAA's position will remain unchanged until they receive written rebuttals from the chiropractor and massage therapist that I was seeing I informed them that the CEO's office via [redacted] is requesting these documents to reconsider payment I was told by both that they submitted an appeal as soon as they found out that payment was being denied If USAA checks their records they will see these rebuttals The chiropractor and massage therapist have already done their part and they should not have to resubmit them.Also, my insurance policy states that each person insured has $10,med pay per incident It doesn't state that USAA has the right to cut you off after treatment is given because they believe that you are being over treated They use their own medical professionals, so of course they are going to be biased to save the insurance company money, my money that I pay into every month These medical professionals based their decisions on research and their own experience with patients These medical professionals have never treated me so how can they know what I am feeling and if I am being over treated They don't I expect USAA to reimburse me the money that I had to pay out of my own pocket to [redacted] and [redacted] because they are obligated to do so Regards, [redacted]

January 23, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding the collection attempts for an automobile claim involving your son and one of our members. Thank you for speaking with [redacted] , of our Claims staff, about your... concerns. As she explained, the collection file has been closed. Although you expressed that your complaint was not with USAA, your comments were given serious consideration and the feedback has been shared with our management team. We regret any frustration this situation has caused you, and we appreciate the opportunity to review this matter and to respond to you. Sincerely, [redacted] ***

January 29, [redacted] Complaint ID #: [redacted] Dear MrRobbins: I am responding to your second submission regarding your USAA Secure Checking account held with the USAA Federal Savings Bank (FSB)We responded to your complaint on January 21, While we recognize that you disagree, we feel confident that the correct decision has been madeNo new information has been presented that would warrant a change in our positionWe appreciate the opportunity to review your concerns again; however, we consider this matter closedSincerely, [redacted] ***

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

January 13, Captain [redacted] , USAFR Complaint ID #: [redacted] Dear Captain [redacted] : I am responding to your submission regarding your roadside assistance experienceThank you for giving us the opportunity to address your concernsWe expect our employees and our business partners to be courteous and professional at all times, and I apologize for the frustration and inconvenience this situation caused youTo ensure other members do not have a similar experience, this matter was shared with our management team as well as with our service provider, who I understand wrote to you [redacted] , of our Claims staff, was unable to reach you to discuss this incident, but she remains available to assist you if you have any questions [redacted] can be reached at (210) 531-USAA (8722) or (800) 8722, Extension ***Thank you for your service to our country and for allowing us to reply to youSincerely, [redacted]

January 19, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your second submission regarding your September 26, 2012, automobile claimWe responded to your complaint on December 17, While we recognize that you disagree, no new information has been presented that would warrant a change in our position As we previously stated, we will consider any supporting documentation you submit Should you have any questions, [redacted] remains available to assist you and may be reached at (210) 531-USAA (8722), Extension *** We appreciate the opportunity to review your concerns again Sincerely, [redacted]

December 17, Specialist [redacted] ***Complaint ID #: [redacted] Dear Specialist [redacted] : I am responding to your submission regarding your October 19, 2014, automobile claimAs you requested, our Property and Casualty Insurance Group thoroughly investigated the handling of your claim Unfortunately, there was no new information revealed to warrant a change to the liability decision The fact that your car was wired to bypass the clutch safety so it could be remotely started when in gear weighed heavily on the decision While it may not have been the sole cause of the accident, it is a factor and was a known issue to you As the owner of the vehicle, it is your responsibility to ensure the vehicle is in proper safe condition For this reason, we determined that you contributed to the loss If you would like to discuss your claim further, [redacted] , of our Claims staff, remains available to assist youWith regard to your automobile insurance premium, we are unable to determine how this incident will affect the premium at this timeWhile we realize this is not the outcome you were expecting, we appreciate the opportunity to look into this matter and to reply to you Sincerely, [redacted]

April 7, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your second submission regarding your renters insurance policyThank you for speaking with [redacted] , of our staff, about your concernsMs [redacted] confirmed that your renters policy has been canceled effective July 30, 2009, and that a credit will be applied to the outstanding balance on your automobile policyShould you have any further questions, Ms [redacted] remains available, and she can be reached at ( [redacted] ***) or ###-###-####, Extension ***Mr [redacted] , we appreciate the opportunity to review your concerns againSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:USAA owes a response for my complaint filed through the Revdex.com This is more of the same disregard USAA has towards its veterans My only hope is that USAA gets caught up in their own schemes and the consumer find you out Regards, [redacted]

October 31, [redacted] Complaint ID #: [redacted] Dear [redacted] :I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB).Our records reflect that on October 1, 2014, check [redacted] was returned for nonsufficient funds (NSF) The FSB’s Depository Agreement and Disclosures (DAD), which is available to all accountholders and on usaa.com, indicates that when you do not have enough funds in your account for the FSB to process a collection item drawn on your account, we may charge you an overdraft or NSF fee Thus, on October 2, 2014, a $NSF fee was assessed, and checks [redacted] and [redacted] were returned unpaid On October 3, 2014, your account was charged two NSF fees totaling $for the returned checks, and two deposits brought the account to a positive balance Your transaction history is available onlineOn October 6, 2014, [redacted] spoke with the FSB, who issueda courtesy refund for one $fee and advised that the deposits were received after the checks were returned unpaid Thank you for speaking with [redacted] ***, of our staff, who explained how the FSB processes transactions overnight and posts NSF fees the business day after an item is returned We regret any frustration you may have experienced, and we respectfully decline your request for an additional NSF fee refund If you have further questions, [redacted] remains available to assist you and may be reached at [redacted] or [redacted] , Extension ***We appreciate the opportunity to reply to you Sincerely, [redacted]

December 5, Petty Officer First Class [redacted] , USN (Ret.) Complaint ID #: [redacted] Dear Petty Officer [redacted] : I am responding to your submission regarding your homeowners insurance claims Our records confirm that you filed an inquiry with the North Carolina Department of Insurance (DOI)We responded to the DOI on October 13, If you should have additional questions, [redacted] ***, of our Claims staff, is available to assist you, and he can be reached at (210) 498-USAA (8722) or (800) 531-USAA, Extension *** Thank you for the opportunity to reply Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Ms [redacted] did contact me as she stated, however she could not answer the questions as to why if when I filed the claims of damage to my home in the response I was given from USAA was that my home was not considered damaged, rather they classified the damage as "Hard living" and denied my claims to all the damages done to the property ie; the electrical, the appliances, the walls, the floors, the fireplace, the pool,etc...Furthermore, USAA held onto my home owners policies for another yrs before they dropped me citing that the house is now "too damaged to cover and considered a High Risk." How can my home be both? Either it was not damaged or it was, and if it was then my claims should have been honored by the company that I was paying to protect my home I didn't just have a home owner's policy with this company, I added extra coverage to cover my pool and deck for up to $50,bringing the total over the home to $150, I also added a renters coverage and fire coverage over the house to protect my home against my renters As it was explained to me when I was adding these polycies this would protect my home against this very thing Yet when I came to the company they turned their backs on me She then brushed me off to Ms [redacted] whom made contact with me first just to tell me who she was three days after I filed Strangely enough both of these ladies called me on the same day within an hour of each other This time Ms [redacted] is explaining to me that she was ready to go through each claim one by one She started with the pool and proceeded to tell me that they were denying the claim on the pool and citing failure to maintain and not destruction Regards, [redacted]

April 29, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your April 4, 2015, automobile claimWe strive to provide quality service and fair claims handling, and I regret the frustration you experienced when attempting to settle your claim Thank you for speaking with [redacted] , of our Claims staff, who addressed your concerns and explained that the damage to your vehicle did not meet the threshold in Washington, D.Cto require a salvage titlePlease know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrityWe respectfully decline your request for additional compensation under your Diminution of Value claimMr [redacted] remains available, and he may be reached at [redacted] Thank you for allowing us to reply to youSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:This is my vehicle that was hit by your insured Your failure to offer the formula affects me To day that it being hit by yur insured was worth pennies is ridiculous I continue to reject this response due to your failure to provide information that has been reasonably requested by me, on my own behalf, due to dame again, caused by your insured.Regards, [redacted] ***