USAA

February 20, Captain *** *** ***, USAR Complaint ID #: *** Dear Captain ***: I am responding to your submission regarding the November 29, 2013, automobile claimWhen we discover that matters have not been handled to a member’s satisfaction, we appreciate the opportunity
to review our actions, as you allowed us to doWe regret any inconvenience the claims investigation caused youOur records indicate that an attorney represents you in relation to the lossWhile we cannot discuss the claim with you directly, a decision was made, and you were notified of the outcome in a February 11, 2015, letterThank you for the chance to replySincerely, *** ***

Complaint: ***
I am rejecting this response because: USAA has not demonstrated a willingness to resolve this matter. USAA only seeks to resolve this matter going forward, but does not seeek to fix or resolve my current claim. The replacement value of my home is grossly overinflated ($378,000); therefore, my deductible attached to 1% of the replacement value is overinflated. I am searching for documents which will show that when my home was appraised in 2012, it was appraised for $176,000. New development homes, which are the same size or larger and near my home, are being sold for $185,Despite USAA stating demolition cost, new drawings, and debris removal, the replacement cost does not double the value of your home. I handled Hurricane Katrina cases and the cost to replace those homes did not double. The licensed contractor who replaced my roof stated $378,is a gross overinflation of the replacement of my home. I have been a faithful member for USAA for over years. USAA has insured two homes for me. I have faithfully paid thousands of dollars year after year. I only joined USAA because USAA states that it cares about the family of servicemembers. However, USAA's response is extremely disappointing and in fact hurtful
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I still disagree that USAA has fulfilled its obligations under a plain language reading of my policyUSAA lost a class-action lawsuit in another state under exactly the same circumstances (i.e., a latent defect caused water damage which progressed to wet rot before the homeowners were aware of the problem) and exactly the same policy language, yet it refuses to acknowledge the substance of my claim.Regarding USAA's response that they are willing to review the breakdown of my contractor's work, I emailed this information to *** *** on November 3, but have yet to receive a reply or acknowledgementAt this point I do not know what, if anything, USAA is still reviewing.USAA continues to reference types of damage I haven't even claimed (i.e., latent defect and wet rot) while ignoring damage I did claim, which is water damage, not otherwise excluded, that was caused by a latent defectMy policy covers water damage caused by a latent defect if not otherwise excludedSince the water damage I claimed is not included within the three specific categories of excluded water damage, my damage should be covered. Additionally, *** *** repeated during my conversation with him USAA's claim that my policy only covers "sudden and catastrophic" damageNeither this language nor synonymous language is even used in my policy and there is no specified duration over which water damage must occur in order for it to be covered. It is clear that "wet rot" and "water damage" are separate and distinct perils as listed in my policy, and the water damage my property sustained is a type of water damage my policy covers.If USAA never intended to cover the type of damage I claimed, then they should to rewrite their policies to explicitly state say soIn the meantime, they should honor my policy as it is written
Regards,
*** ***

January 2, 2015 Gunnery Sergeant *** ***, USMCComplaint ID #: *** Dear Gunnery Sergeant ***: I am responding to your second submission regarding your homeowners insurance claim. Thank you for taking the time to correspond with your adjuster, *** ***. As she advised, we have the documentation you provided, and *** *** has issued a partial settlement payment of $10,172.43. She will continue to communicate with you regarding the remaining items to ensure your claim is completed appropriately. We appreciate the opportunity to review your concerns again. Sincerely, *** ***

February 3, *** *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your second submission regarding your August 1, 2013, automobile insurance claimThank you for speaking with *** ***, of our staff, who advised you that she will be working closely with our claims team to schedule a reinspection of your vehicle at a time and location that is convenient for youShould you have any further concerns, *** *** remains available to assist youThank you for allowing us to reply to youSincerely, *** ***

December 16, Master Sergeant *** ***, USMC Complaint ID #: *** Dear Master Sergeant ***: I am responding to your second submission regarding your May 22, 2012, homeowners insurance claimWe reviewed the information you submitted, and as *** ***, of our staff, explained, the covered portion of the loss was below your deductibleWhile we recognize that you disagree, we believe that your claim was handled appropriatelyIn addition, the Tennessee court case you referenced involved a different homeowners policy contract, and your Virginia homeowners policy contract specifically excludes damage caused by deterioration, latent defect, and wet or dry rotWe appreciate another opportunity to respondSincerely, *** ***

Who is this letter from? What is the status if my complaint with the Revdex.comAlthough USAA did respond to the Texas Board of Insurance, they still have made no effort to answer my simple question in writing, which is; What do I need to do to avoid them charging higher rates and making unauthorized changes to my policy USAA SEEMS TO HAVE A POLICY OF AVOIDING CONFLICT BY IGNORING CUSTOMER CONCERNS Please let me know the status of my complaint through the Revdex.comI have no more information now than I did when I started this process Thank you, *** *** ***

May 29, 2015 Mr*** ***Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your ability to establish automatic bill payments from your checking account with the USAA Federal Savings Bank. *** ***, of our staff, was unsuccessful
in his attempts to reach you by telephone to discuss your concerns. Mr*** completed a thorough review of the matter and confirmed that adjustments to your Web Billpay payments will need to be completed by you on usaa.com. We regret any frustration you experienced as a technical problem was unable to be identified. Should you require assistance with navigating the website, Mr*** remains available, and he can be reached at *** *** (USAA) or *** ***, Extension ***. Thank you for allowing us to reply to you. Sincerely, *** ***

Complaint: ***
I am rejecting this response because: This is only the first step He came to my home and surveyed the damage on 11/12/ I am still waiting for a response Having my roofer review the damage with your engineer just made me more sure of my position on this matter I was told the report would be back to USAA by Monday the 17thI am still extremely disappointed in USAA's handling of this claim I was the first to make a claim on my street, and other homes next to my home have since made claims and their roofs have been replaced, while I still wait
Regards,
*** ***

May 11, *** *** *** ***, *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your automobile claim from January 18, We strive to provide quality service and fair claims handling, and I regret the frustration you experienced when
attempting to speak with our Claims staffThank you for speaking with *** ***, of our Claims staff, who explained that after a thorough examination was conducted, the findings of our investigation found that the grill on your vehicle had prior damageTherefore, coverage will not be providedHowever, Ms*** has confirmed that you were reimbursed the $for the rental car expensesIf you have any additional questions or concerns, Ms*** remains available, and she may be reached at (*** ***), or ###-###-####, Extension ***Thank you for allowing us to reply to youSincerely, *** ***

December 23, 2014 *** *** *** ***Complaint ID #:*** Dear *** ***: I am responding to your submission regarding your service experience with the USAA Federal Savings Bank (FSB). I apologize for your frustration when you called to repay the charged off
funds from your Youth Spending and USAA Secure Checking accounts. We expect our representatives to be knowledgeable and to promptly process requests in a professional manner. Please know that coaching was provided so that we can avoid a similar situation in the future. I understand you spoke with *** ***, of our FSB staff, and confirmed that you received the credits from the cash advances on November 26, 2014. Should you have additional questions regarding this matter, *** *** remains available to assist you. She may be reached at (210) 531-USAA (8722) or (800) 531-8722, Extension*** Thank you for allowing us to respond to you. Sincerely, *** ***

May 8, *** *** *** ***
*** ** ** *** Dear Mr***: I am responding to your submission regarding your renters insurance claim from March 3, *** ***, of our staff, was notified that you are represented by an attorneyMs*** may be reached at ***
*** *** *** ** *** *** *** *** Thank you for the opportunity to replySincerely, *** ***

Complaint: ***
I am rejecting this response because: Actually He noted there was damage on the metal, he noted some of the 1/- 5/8" size damage to the shingles My roofer that was there had others to show him, but he said he had enough Once again he was minutes late and it was getting dark, and he was in a hurry to get back to NC He did not look at the areas my roofer was presenting to him He claimed that there was not enough to declare hail damage because my vynyl siding and window screens had no hail damage The still did not provide me with the other full reports from the previous inspections At this point I would like to know which regulator agency I can file a complaint with I have paid for insurance to cover in case of a loss, and I believe they should be held accountable to pay this claim
Regards,
*** ***

Complaint: ***
I am rejecting this response because:You last part of the statement is lie, USAA has done nothing to review my claims of unfair treatment The company would rather sweep it under the rug and act as it never happened Just like you taking how many weeks to respond to this complaint? Usaa approves of the behavior that their employees such as *** portray I brought my concerns to usaa on multiple occasions requesting this be handle by someone else and each time usaa responded by lengthening the process I was retaliated against by usaa for bringing my concerns to them So it can be sugar coated however you like and say I'm wrong But, who is the company that blatantly disregarded their customers concerns?
Regards,
*** ***

May 3, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile insurance claim.
Thank you for speaking with [redacted], of our staff, who reviewed the matter and addressed your concerns.
We appreciate you...

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 the monetary resolution is satisfactory to me.
I have yet to hear whether the case was actually reviewed and changes put in place with regards to how the entire situation was handled. While I appreciated the call from [redacted] and the interest he took in the lack of communication and inappropriate responses I received during the process from USAA, as far as I know it was an empty phone call with no authority to actually make any changes in the way they handle things. The company still did not take responsibility for a claim on their behalf for the damage done to my car. I had to go out of my way to file a claim myself and force the issue. I await a response from USAA on changes they will make in regards to handling their sub-contracting comany, [redacted].
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: USAA failed to address the issue caused by their client and they continually provide false information to Revdex.com and to me. They lied about the police report. I have a recorded call where the USAA agent confirmed they had the police report only a few days after the accident. They are a fraudulent company. I will not let this issue close until they make good on their responsibilities.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I called Lake Norman hospital to check whether the 3 outstanding bills were paid. So far only one bill for the amount $1021 was paid. Two other bills totaling $582 need to be  paid. I called and left a message regarding the outstanding bills on 4/21/2017 on Mr. [redacted] number.
Regards,
[redacted]

July 27, 2015 [redacted] Dear [redacted]:  I am responding to your submission regarding your request for reimbursement of rental vehicle expenses.  We regret if we did not meet your service expectations as we make every...

effort to ensure our members’ claims are serviced and handled efficiently and accurately.   Thank you for speaking with [redacted], of our staff, who reviewed your claim file and the call recording and confirmed that the adjuster did not provide the advice to purchase additional insurance coverage while utilizing a vehicle from Enterprise Rent-A-Car.  In accordance with your policy’s terms, conditions, and limitations, we respectfully decline to reimburse you for any additional rental expenses.  I understand that Claims Service Manager [redacted] left a message for you in her attempt to reach you on July 2, 2015, per your request.  [redacted], should you have further questions about this matter, you may contact Mr. [redacted] or Ms. [redacted] at [redacted] or ###-###-####, Extensions [redacted], respectively.  We appreciate the opportunity to review your concerns and to respond 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.
Regards,
[redacted]