USAA

"Every single time I come here. McDonald’s employees strive for a better service than these people!"

"I’ve been a USAA member for 20 years. The banking has been pretty good considering there are no physical locations but I can’t recommend their auto insurance. I have never had a claim in 20 years until I hit some black ice in a mountain pass last month. When I got into my accident, my vehicle was fully functional with no mechanical issues. As a result of the accident the transmission was jarred out of position (stick shift) and my vehicle no longer is able to go into reverse. The mechanic blames it on wear and tear instead of the accident and USAA is not going to cover the damage. Full coverage and my vehicle won’t be safe and functioning until I pay for a transmission repair from my own pocket. I even provided the number for my own mechanic who drove the vehicle less than three weeks before the accident when he replaced the alternator and could verify that my car was in working order. He asked three questions about the accident when I let him know what USAA’s preferred mechanic was saying and he was able to tell me what happened during the accident that caused the damage. He even said that with a stick shift in that type of accident that the particular damage in question was very common. Shameful company, if you served or are serving you deserve better. Go somewhere else. For 20 years I’ve told young service members that USAA is the way to go for banking and insurance and that I’ve never had a bad experience with them. I can’t and won’t say that anymore. The banking has been good but I can’t recommend the insurance, we’ll see if Navy Federal is better."

"Terrible. Go get insured anywhere else -- they cannot answer questions nor are they able to send official confirmation. We have been USAA clients for over 30 years, and we have seen a demonstrable decline in the quality of customer service! Regardless of the issue, the automated phone system and their online chat are built or operated by Luddites! If you happen to have an issue that the programmer thought of, then it is straight forward, but if not, it is difficult to get to the right place [impossible with chat - it just keeps asking you to rephrase the query!!] - if you have more than one policy with them, they allocate YOUR money to whatever policy they choose!!! Hard to believe, but true!! - if you need 2 contingent beneficiaries on your subscribers account, you are out of luck - they only allow one! Unless you want to create a Trust then let the trustee allocate it for you!! Even though YOU are paying them, they will not allow you to speak to someone who can actually resolve issues, all they do is say, "sorry but our system does not allow..." Not recommended - you do not need the frustration!!"

"I have been a USAA member for over 20 years. I have always enjoyed their positive customer service. Last night that changed for me. I hit a deer. I was fine. My truck wasn't. It was cold, wet and I was on the side of the road trying to get a tow. I called USAA and was transferred 4 times. On the 4th time, I explained my concerns with the continual transfers and let the individual know that I didn't want to be transferred again, that I wanted to speak with their supervisor. After an extended wait, their supervisor refused to speak with me to address my concerns. The staff member was rude, spoke over me and failed to address my concerns. I insisted on speaking with the manager and she simply transferred me to... The root menu of the phone tree. The inability to manage a simple task, poor organization and ineffective communication indicates to me that this company is more interested in profits than caring for their members. I am profoundly disappointed in my experience and will be looking for another insurance provider."

"It has been over a year and hundreds of hours on the phone. False claims by USAA on my home owners policy are keeping me from getting reputable home owners insurance in Florida (where USAA doesn't serve the customer) PS - I have contacted the CEO's office twice and they say they will get back with me but no one every calls - they just send those emails that say sorry and then no action."