USAA

Complaint: [redacted]
I am rejecting this response because: Records from USAA clearly state that the original inspector was directed to re-inspect and revise the original estimate. The original inspector also contacted me personally by phone that he and a "real" roofer would re-inspect my roof and revise his estimate. He nor the roofer ever showed up; but 2 days later the estimate was revised. Looks like the 1st question was answered incorrectly (see written responses from USAA representatives)! What ever happened to the other questions USAA was requested to answer? It has taken USAA quite some time to come up with an incorrect answer to the 1st question; perhaps this matter will be addressed and all questions correctly answered sometime before the spring rains come!
Regards,
[redacted]

HComplaint: [redacted]
I am rejecting this response because: Mr [redacted] did contact me via my voice mail and did not indicate that any further contact was required on my part.  Besides being incredibly unhelpful and condescending, his exact words were, "If you have any further questions I can be reached at ..."  I do NOT appreciate the tone of this response. This has been more than an inconvenience - money has been paid out and USAA is responsible for repaying it.  It has been over two months and they still have not done the right thing.  I will not be satisfied until USAA pays exactly what they are responsible for and admit that they have been in the wrong.
Regards,
[redacted]

May 6, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding your credit card with the USAA Federal Savings Bank (FSB) and your insurance policies. We regret any frustration or inconvenience you experienced when you contacted us...

following the unauthorized charges on your credit card. Please know that safeguarding our members’ accounts is critical to our business, and it remains a priority. Thank you for speaking with [redacted], of our staff, who explained the parameters we have set to assist with fraud detection and the events surrounding the charges on your account. As she also advised, you were not held responsible for the unauthorized charges, and your account has been appropriately credited. Should you have any additional questions, [redacted] remains available to assist you, and she may be reached at [redacted] Extension [redacted] Regarding your automobile and homeowners policies, your premiums were affected by multiple factors, including a reduction of the New Vehicle Discount, an increase in the dwelling coverage for your home, and applicable rate revisions for both policies. We confirmed that both your automobile and homeowners policies were cancelled at your request. We appreciate the opportunity to respond to you. 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: I sent this letter highlighting my compliance to duties after loss as described in my policy. Also USAA sent me a letter stating they would not be renewing my policy as I have had more than three losses in 5 year period time frame. 
Regards,
[redacted]

December 30, 2014 [redacted]Complaint ID[redacted] Dear [redacted]: I am responding to your submission regarding your December 2, 2014, automobile claim. I understand [redacted], of our staff, spoke with you in detail about your policy.  As she explained, a thorough...

review of your situation was conducted; however, no new information was discovered to warrant a change to our coverage decision.  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.  Occasionally, this involves delivering news which we know our members may find disappointing.  This is never easy for us, especially when those members have been as loyal as you have been throughout your years with USAA.  Therefore, we must respectfully decline your request to provide collision coverage.  Thank you for allowing us the opportunity to review this matter and reply to you.   Sincerely, [redacted]

July 13, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your second submission regarding your automobile claim.   Thank you for speaking with [redacted], of our staff, who confirmed 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]

December 16, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your second submission regarding your USAA Life Insurance policy.We responded to your complaint on December 10, 2015.  While we recognize that you disagree, we feel confident that the correct decision has been made.  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: everything sent to me falls outside of my insurance policy. I have never asked for it to be dollar for dollar, however not everything has been included. Items that are performance modifications are being listed as regular maintenance. The results are being conducted outside of what is written in my insurance policy. I have been denied access to any sort of inspection form of the compatible vehicles and they are unvarifiable as they no longer exist on the market and none exist in my state. I have a custom equipment as part of my insurance and parts are being itemized as regular maintenance or a term "personal preference" that is unable to be defined to me. I have also been denied access to any sort of what is classified as what and why. This company is operating outside of what is written in my auto policy. I am aware that CCC one has been involved in many lawsuits for undercutting total loss for insurance companies. This has now entered the realm of a bad faith policy, I have submitted everything necessary and my custom equipment meets the definition in my policy and is excluded or placed into regular maintenance even if it is a performance modifications. They have not properly followed the policy in valuing my vehicle once they do if I disagree the appraisal clause will then be needed.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  The truth will prevail, even if USAA denies it.  It was easy for USAA to get our business because we are a veteran family, that's why we have been with USAA for 30 years, that's the ONLY reason why we're with USAA.  Other than that, USAA has not showed quality in service and customer appreciation as evident by how they you are handling this situation.  Running from liability and allowing their Policy Service Staff to get away with forgering the deductibe information since she missed to ask us about our choice of deductible, thus exposing us to unnecessary expense.  If this is how you're treating us, I'm sure there are other more people who are victimized by your POOR response to issues and only after money making.  BEWARE OF USAAs lack of care & due diligence to military/veterans' welfare.  Even placing the blame to the client because they say, we should have asked them about the deductible instead of them asking us.  They are the ones getting our business, so they should ask us the information.  Too much time have been spent on this, the next thing for me is to get busy looking around for a new auto insurance company, instead of talking to USSA Executive Committee who doesn't have good & intelligent judgements.  ATTENTION: MR. [redacted] (CEO), are you fully aware how your staff are handing your company?!!!  You're not welcome with the business we've given USAA for the past 30 years, we truly regret it!!!  You're just getting our money with no real care and responsibility!!!  This is how you treat military/veterans and their families.  YOU"RE GRADING IS LESS THAN VERY POOR!!!
Regards,
[redacted]

February 11, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your checking account and renters insurance policy. I regret any frustration or inconvenience you experienced as a result of these matters. A thorough review of your checking...

account was conducted by [redacted] of our bank staff. Ms. [redacted] closed the account and mailed an official check to you for the remaining balance. To open a new checking account, please contact Ms. [redacted] at [redacted] or you may go online at [redacted]. In addition, [redacted], of our policy services staff, attempted to contact you to discuss your renters policy. Ms. [redacted] cancelled your renters policy and stopped the automatic payments as you requested. Thank you for allowing us to reply to you. Sincerely, [redacted]

April 4, 2017
Petty Officer [redacted], USN (Ret.)
Complaint ID #: [redacted]
Dear Petty Officer [redacted]:
I am responding to your submission regarding your customer service experience. I regret the frustration you recently experienced as we strive to provide quality service and fair claims...

handling to our entire membership. Our employees are expected to be courteous and informative and to handle claims in a timely manner. Your feedback is appreciated as we are continually seeking ways to improve the way we do business.
Thank you for speaking with [redacted], of our staff, who completed a thorough review of your situation. However, no new information was discovered to warrant a change in our coverage decision. If you have additional questions on this matter, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Tell us why here...[redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the loss of use on your vehicle. Thank you for speaking with [redacted], of our staff, about your concerns.  As she explained, we made a concession to...

provide coverage for a full-size rental vehicle, beginning on the date the claim was transferred to USAA for handling.  Regrettably, since you originally filed your claim with your insurance carrier, we are not bound to any expectations they established regarding your rental vehicle expenses.  Our records reflect that we have issued you a payment for the loss of use of your vehicle.  If you have additional questions, [redacted] remains available to assist you, and she may be reached at (800) 531-USAA (8722), Extension [redacted]. Thank you for allowing us to reply to you.   Sincerely, [redacted]

Complaint: [redacted]
I am complaining still about the insurance check still not received. It appears that USAA just wants to drag out claims, as this one is being dragged out since occurred months ago and also may never even get the car repaired or anything, since USAA is so slow to respond to anything. Have had nothing but problems. Nothing from the insurance of WA has not come through, either. Very unsatisfied as to USAA's unresolving tactics. Nothing has been fixed or even addressed by USAA. USAA cannot even do what they said would do by a Claims Representative as still have not received any check into my bank / credit union account.
Regards,
[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]

January 15, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding your deposit account with the USAA Federal Savings Bank. We responded to your complaint on December 16, 2014. While we recognize that you disagree, we feel confident that the correct decision has been made. Your letter to [redacted] has been reviewed and 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]

February 18, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your February 2, 2016, automobile claim. We regret any difficulties you encountered using the telephone system, and your feedback about your claim handling experience has been...

noted. Thank you for speaking with [redacted], of our staff, about your concerns. I am glad that we reached an amicable total loss settlement, and I understand that the check payment was issued to you on February 17, 2016. Ms. [redacted] review confirmed that we advised you on February 9, 2016, that the rental vehicle would need to be returned by the close of business on February 12, 2016. Ms. [redacted] will follow up with you directly to discuss our position on the rental vehicle coverage. We appreciate you allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:i have asked for e mails go to my work [redacted]  and I no longer have log in or password for usaa I have also asked for refund  for appraisal   because I have never seen it  and I paid for it   it is of no value now and I did not cancel loan you did  as for home owners I have not received  estimates  to compare and see what another contractor would charge to fix  and to include  repairs that I did  that I was told needed to be repaired and the problem was another issue  that was on second estimate  and I can not open attachments on this complaintRegards,[redacted]

September 16, 2015 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding the medical expenses related to your accident on March 9, 2013.   A review of your claim determined that of all the medical bills received by USAA, which...

totaled $932.00, USAA has issued payments totaling $819.81.  One bill was partially paid because the charge exceeded the reasonable amount for the service provided, and another bill was not paid in full due to a provider’s coding error, which accounts for the $112.19 difference.  Please know that these details were given to the service providers in our explanation of reimbursement notices sent to them directly.  We are unaware of the collection efforts you describe, and [redacted], of our staff, has been unsuccessful in her attempts to reach you and Mr. [redacted] by telephone and electronic communication to further understand and discuss this matter.  Ms. [redacted] remains available to assist you and can be reached at [redacted]   Thank you for allowing us to review this matter and to reply to you.   Sincerely, [redacted]

June 25, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your third submission regarding your January 9, 2014, automobile claim with our insured. We responded to your complaint on June 5, 2015. While we recognize that you disagree with the diminution in value (DIV) settlement, we feel confident that the correct decision has been made; therefore, we respectfully decline your request for additional compensation. Our DIV calculation is based upon multiple factors to include the year, make, and model of the vehicle, mileage, actual cash value, severity of damages, and any known pre-loss history. With regard to your request for a specific formula, the calculations used by USAA are proprietary and will not be shared. Mr. [redacted], since no new information has been presented that would warrant a change in our position, we consider this matter closed. Sincerely, [redacted]

January 19, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the continuous receipt of correspondence for a USAA member who does not live at your residence. I regret the frustration you experienced with processing the removal of your...

address from our system. Thank you for taking the time to speak with [redacted], of our staff. As he advised, we have taken the appropriate steps to ensure you no longer receive communications related to this account. We appreciate the opportunity to review your concerns and respond to you. Sincerely, [redacted]