USAA

Complaint: [redacted]
I am rejecting this response because:Nothing has been resolved. I have had minimal contact from the business.  Deflecting to the venue of most convenience is not a suitable way to address the complaint.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:On two separate occasions I have requested that USAA provide me with the estimate of my vehicle's value prior to the accident. They have attempted to put the entire burden of proof on myself and even though I have two separate estimates done by professionals in the automobile industry, they still claim that a $25,000 vehicle which had $2500 worth of damage done to it only lost $167.84 worth of value in the process.Both of my professional estimates put the loss between $3000-$3773. That's a very large discrepancy in estimates and USAA can't even tell me what they estimated my vehicle's value prior to the accident.
Regards,
[redacted]

February 13, 2015 [redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the property claim and homeowners policy for your son, [redacted]. Our records confirm that you filed an inquiry with the Kentucky Department of Insurance...

(DOI).  We will respond to Kentucky DOI accordingly. Thank you for the opportunity to reply. Sincerely, [redacted]

August 29, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your homeowners insurance refund and I regret any frustration this may have caused.   Thank you for speaking with [redacted], of our staff, who...

discussed your concerns. Ms. [redacted] confirmed that you have received the refund of premium.  In additional, coaching was provided to those involved to ensure other members do not have a similar experience.  If you have additional questions, Ms. Johnson remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because the matter is still unresolved. USAA is not doing the right thing and keeps sending me in circles. I am disappointed that the first time I have needed to use my auto insurance with USAA that I have had such a problem.
Regards,
[redacted]

July 10, 2015 [redacted]
[redacted] Dear Ms. [redacted]: I am responding to your submission regarding your automobile claim. Our records confirm that you filed an inquiry with the California Department of Insurance (DOI). We will respond to the California DOI...

accordingly. Thank you for the opportunity to reply. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I have gone through this too many times with USAA. I mean I love the price of the insurance but the customer service sucks, no one ever knows anything. I appreciate the apology but when someone is apologizing constantly it kind of loses its value. The representative that spoke to me told me its illegal to compensate me so if thats true thats unfortunate and they need to put more of an effort in training.
 
training [redacted]

July 9, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your second submission regarding your June 10, 2015, automobile claim. Our records indicate that when your 2010 Pontiac G6 was initially added to your automobile policy in April 2015, you selected $500.00 comprehensive and collision coverage deductibles. Consistent with New York requirements, physical damage coverage was removed when the required inspection with photos was not completed within the specified time frame. Thank you for speaking with [redacted], of our staff, who explained that once the inspection was subsequently completed, we added the physical damage coverage back to your policy with the same comprehensive and collision deductibles that were on the policy prior to the coverage suspension. As Mr. [redacted] advised, we believe that this matter was handled appropriately. We appreciate another opportunity to review your concerns and to clarify our position. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:From:     Since my last complaint, I was trying to find a new shop to send my car to after USAA has tried to place blame on that shop for delays, when it was USAA who told them to hold off. USAA gave me a list of 3 shops to call, after calling all 3 shops were more for body work and not capable of diagnosing an engine they said. Before shop fees started to accumulate at the current shop, I requested USAA tow the car back to my house. The morning of the day my car will be towed to my home, I get a call from a USAA claims manager saying that the car needs to go to a shop instead. On short notice, I tell USAA to tow them to another Subaru dealership that had a service manager that had tried to get ahold of USAA days prior about what diagnostics would be needed. He also agreed that given to time on this claim from the incident, it may be hard to find what USAA wants to find. I am out in town when I get a call from a tow truck driver telling me that he will be dropping my car off at my house soon. So, it didn't get sent to the new shop like I discussed with USAA literally 4 hours before. The car spends a couple more days at my house before it would be towed back to the shop it originally came from after not being able to get ahold of the service manager I was talking to, and currently talking to one who didn't seem like he wanted to deal with the headache in the first place. The car gets sent to the shop that it originally should have gone to days ago instead of the original shop. Finally with the car at the shop, I spend close to a week trying to talk to the right people to make them understand that with all the delays this may be hard for diagnosing water damage. Finally everyone understands, they say. The escalations manager, the claims manger and the representative all said they understand and were tearing apart the engine because they need to find out exactly what was broken in the engine and it would be have to be torn apart anyways for replacement. I was told, with the shop service manager on the phone, that USAA understands the delays on their part and aren't going to be looking to deny for water if not found at this point. I agree to the tear down, and a couple of weeks later I get a email on 6/15/17 saying my estimate for the claim is complete. The PDF they sent me made no sense. I called USAA and they couldn't make sense of it either. After being on hold for 20 minutes, they tell me the shop found no water damage from the teardown but the claim was still being looked at and more diagnosing can be done. I get a call back on 6/21/17 saying they found no water in the engine and won't be covering the claim. They said the oil had shavings in it and thats what caused my engine damage. They don't care what made the shavings occur in the first place. USAA has been so unorganized through this claim, they probably don't get that the oil they found shavings in isn't the original oil that the accident occurred in. That oil had been drained by the shop over a month before that when nothing was found. They give many other excuses on why they won't cover the claim. I talked to the shop and they say that USAA was trying to get them to cover the engine replacement. USAA has the nerve to attempt to blame that earlier in the claim, then try to get them to pay for all damages towards the end. The shop firmly tells them no and come to find out USAA decides not to cover me at all. Poor poor business for a company that I had much trust in before this claim. Will be pulling my assets out of all of USAA's services unless something gets resolved upon talking to the escalation's manager that I have been told would call me 2 business days ago.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: there are signs of rodent damages. There are signs that rodents made a nest in my vehicle. I've attached the photos for Revdex.com to see. Wires don't just break on their own.  This is another attempt by USAA to refuse helping out a military member just because they don't want to pay for the damages. 
Regards,
[redacted]

July 20, 2015 
[redacted] Dear Mr. [redacted]:  I am responding to your submission regarding your experience with the handling of your July 7, 2015, automobile claim.  Our employees are expected to be informative and to attend to claims in a timely...

manner, and I regret if you were not advised that the estimate review can take up to 72 hours once it has been received.   Thank you for speaking with [redacted], of our staff, who confirmed that the dealership sent their estimate to ASI and that payment was provided to you electronically on July 10, 2015, after ASI completed their review.  Please know that we analyze each incident on its own merits and make decisions in accordance with the terms, conditions, and limitations of the policy.  As Ms. [redacted] advised, we are unable to waive the deductible for this loss.  Should you have any additional questions about this claim, Ms. [redacted] remains available and can be reached at [redacted]   We appreciate the opportunity to look into this matter and to respond to you.   Sincerely, [redacted]

August 20, 2015 [redacted]
[redacted] Dear Mrs. [redacted]-[redacted]: I am responding to your submission regarding your joint deposit account with the USAA Federal Savings Bank. Thank you for speaking with [redacted], of our staff, about your concerns. Following a...

thorough review of the account activity, Mr. [redacted] was able to advise you how we confirmed your son, the joint account holder, willingly participated in the activity. As such, both you and your son remain responsible for the negative balance. Should you have any further questions, Mr. [redacted] remains available to assist you, and he can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

October 6, 2015 [redacted]
[redacted]
Dear Mr. [redacted]: I am responding to your submission regarding your August 26, 2015, automobile claim. [redacted], of our staff, was unsuccessful in his attempts to reach you to discuss your concerns. However, he confirmed that...

check payments were issued to your lien holder and to you on September 18 and September 21, 2015, respectively, and that both payments have cleared. Should you require any additional assistance, Mr. [redacted] can be reached at [redacted] or [redacted], Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:-----Original Message-----From: [redacted] [mailto:[redacted]]Sent: Wednesday, January 28, 2015 9:53 AMTo: infoSubject: complaint #[redacted]Importance: High My complaint is at a stand still and it is becoming very frustrating for a company to continue to make excuses. I have been trying to resolve this matter but they continue to fail to comply. I really want this resolved with dignity and respect. I had a Highway Patrol man evaluate and assess the accident and stated "Rear end accident. Chevy Tahoe at fault (white vehicle). 22350 cvc unsafe speed prima facia - not allowing or slowing for a vehicle parallel parking." I informed my insurance company who replied with this response. The last I heard from them was the reasoning for the decision. At this point, our liability decision is finalized as placing the other vehicle 100% responsible and do not agree with their decision of 30% negligence on [redacted] in this accident. [redacted]Auto Claim DepartmentPhone: ###-###-####Toll Free: ###-###-####Fax: ###-###-####[redacted]Be sure to include your claim number on all correspondence.21st Century Insurance Company   From:    [redacted]<[redacted]>To:          [redacted],Date:     01/23/2015 12:31 PMSubject:               claim [redacted] Please can you help me resolve this matter. If there client was innocent, why would they up their percentage of fault, if they knew their client wasn't at fault? [redacted]   ---This email has been checked for viruses by Avast antivirus software.[redacted] 
Regards,
[redacted]

May 16, 2015 [redacted]Complaint ID #: [redacted]
 Dear [redacted]: I am responding to your submission regarding your automobile claim. We strive to provide quality service and fair claims handling, and I regret the frustration you experienced with the length of time it...

has taken to settle your claim.  Thank you for speaking with [redacted], of our Claims staff, who explained the factors that impact the time it takes to settle a claim when multiple vehicles are involved.  Ms. [redacted] will continue to monitor your claim to its conclusion, and she may be reached at [redacted]), or ###-###-####, Extension [redacted]. Thank you for allowing us to reply to you.   Sincerely, 
[redacted]

April 24, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile claim.
Unfortunately, [redacted], of our staff, was unable to contact you by phone to discuss the matter further. Mr. [redacted] remains available to...

assist you at your earliest convenience.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

April 1, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your March 13, 2015, automobile total loss claim. Our representatives are expected to be courteous and professional and to handle claims efficiently, and I regret any inconvenience...

you encountered. Please know that coaching was provided to those involved based on the feedback you provided. 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, and I appreciate you speaking with [redacted], of our staff, about this matter. I understand that after the settlement was accepted, a payment was issued to the lien holder of your vehicle to satisfy the loan balance, and once we receive the vehicle title, an additional payment for the remainder of the settlement value will be issued. I am glad to hear that you were provided coverage for a rental car for seven days. Thank you for allowing us to reply to you. Should you have any further questions or concerns, [redacted] remains available to assist you and may be reached at [redacted] or ###-###-####, Extension [redacted]. Sincerely, [redacted]

July 1, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding the April 27, 2015, automobile accident.  We regret any frustration or inconvenience this situation may have caused you.
 
Thank you...

for speaking with [redacted], of our staff.  As she explained, the required documentation stating that your son had an emergency medical condition (EMC), which is a Florida state personal injury protection (PIP) benefits statute requirement, was not in our records.  On June 20, 2016, Adjuster [redacted] advised you by voicemail that the EMC was obtained.  Therefore, the medical bills will be processed and paid according to the applicable statute and the policy up to the PIP coverage limit.  Mr. [redacted] remains available to assist you, and he awaits your call at [redacted] or [redacted], Extension [redacted].
 
Mr. [redacted], we comply with all applicable regulations and with our core values of service, loyalty, honesty, and integrity.  We disagree with your allegations of wrongdoing.  While we respectfully decline your request to contact the credit reporting agencies on your behalf, we appreciate the opportunity to review the claim, resolve the matter, and reply.
 
Sincerely,
 
[redacted]

Complaint: [redacted]
I am rejecting this response because: how can the adjuster make an arbitrary decision from down in Virginia  when he did not look at one piece of evidence?  Apparently he has X-ray vision or makes claim decisions on assumptions?  He never returned any of my phone calls nor was in contact with me via any means of communication whatsoever.  It is in my opinion all I received is a blanket response to the negative of my claim that he would hope fits the circumstances.  His "no response" to my requests for information from him, and his blanket "cut and paste" denial is suspect to say the least.  At least the insurance company representative I discussed the situation on the phone gave me the complete opposite impression, and at least he heard my case. 
Regards,
[redacted]

August 8, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile claim, and I regret the frustration this situation caused you.
After an appraisal using the second VIN found on the vehicle, we confirmed the vehicle...

remains a total loss. If you have additional questions, [redacted], of our staff, remains available to assist you and can be reached at ([redacted]) [redacted] or ([redacted]) [redacted], Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]