Reach USAA Corporate Office Headquarters 

USAA, I was in an accident on 11/5/2024 with a USAA-insured driver who was clearly at fault. Despite repeated calls and emails to claims agents, including Denise S. and later Justine, responses were delayed or nonexistent. It took weeks for them to review the case, during which I provided photos and detailed information. Initially, they wrongly found me 100% at fault without reviewing the evidence. After further review, Justine agreed their client was fully at fault but needed approval from her supervisor. It’s now mid-December, and I still have no resolution. Calls to supervisors like Sheena also go unanswered. I’ve canceled repair appointments and wasted hours trying to get answers. The lack of communication and professionalism is unacceptable. My next steps are to escalate this to corporate, the BBB, or even legal action if necessary. This experience has been nothing but frustrating.

USAA, Incredibly long and unproductive claims adjudication process. On 12 /19 /25, our car hit a coyote in the Nevada desert in the wee hours. Here we are now, on February 18th, USAA has had our shop’s final full estimate in hand for more than three weeks.

Their vendor service, Snapsheet, the one’s whose job it is, apparently, to tell my seasoned mechanic what parts to use and how much his labor costs should be, took their sweet time reviewing it to cut out OEM replacement parts, then simply undercut my shop’s labor costs, probably by instead using the aftermarket product costs with a thumbnail labor calculation. My shop’s labor costs were prepared to industry standards, however, and no explanation has been given for why the shop should allow themselves to be undercut. We have “comprehensive coverage,” but it appears as though we’ll have to pay thousands more than our $200 deductible just to get it fixed right. This is especially galling, as I have been a customer in good standing for nearly forty years with no more than one or two windshield repair claims. My claims adjuster simply doesn’t answer my calls, despite promising to do so, when I pointed out that Snapsheet’s review was calling for the replacement of the wrong headlamp, and imagine his embarassment that I had to be the one to point out their vendor’s mistake! He said he’d call them right away, then call me back… and it’s been three days with no callback. I just got off the line with a supervisor, who at least took the time to empathize a bit, and got a couple of crucial things done. With the promise that I’d hear back by no later than 9 am tomorrow, we’ll see how this continuing saga plays out. I would love to hang another star or two up on this review, or more, but this where we are at the moment. I honestly feel like this process has been even more traumatic than the original incident back in December. But, of course, the coyote would disagree with that bit.

USAA: Disappointing Service and Lack of Accountability

I’ve had an incredibly frustrating experience with USAA. Their practices leave customers feeling drained and unsupported. They seem to disregard customer complaints entirely, offering no resolution and leaving issues unresolved. This lack of accountability, along with policies that feel unfair and exclusionary, is deeply disappointing. USAA needs to do better for its members, especially those who have served our country.

USAA, Had my car sent to Caliber Collision in Clinton, Maryland, and encountered significant issues. It seems the shop has ongoing problems that USAA was aware of. I even received an email from someone named Vicky Boney, who apparently doesn’t work for USAA. This experience felt very unprofessional and disappointing.

Subject: USAA, filed 10/10/24 Dear USAA, I’m writing to express serious concerns about the handling of my claim for hurricane damage. Despite being a member since 1961 and following the Claim Communication Center guidelines, my emails are acknowledged without meaningful follow-up. This delay is causing significant anxiety, compounded by ongoing medical issues, as the rebuilding process stretches far beyond expectations. Here are my main concerns: Lack of Communication: My adjuster, Sam McDonnell, has not returned my calls for over 15 consecutive days. His supervisor, Ms. Perkins, has also failed to contact me. Why is this happening? Lowball Estimates: Sam approved the bid from Rehabilitation Specialists (RS) knowing it was too low. For instance, the bid included a window estimate of $780, but RS confirmed the cost is closer to $4,000. Why was this allowed? Premature Payment: Sam issued $8,013 to RS on 10/31/24 while we were still discussing other bids. I never approved RS, and they have been unresponsive and unprofessional. Work Authorization Issues: I was not provided with a copy of the Work Authorization (WA), and I’ve since found discrepancies. For example, I emailed Sam the day after the alleged signing, asking if any contractors would be sent for estimates, which contradicts RS’s claims. Quality Assurance Concerns: A USAA representative visited my home, claiming to be conducting quality assurance, but later gave false reports to RS about the progress of the repairs, which haven’t even started. Lack of Accountability: It appears that responsibility is being passed around without resolution. Should I involve the Florida State Insurance Commissioner? Prolonged Delays: What was supposed to be a two-month job now seems like it will take until 2025. Why is USAA still working with RS despite their lack of progress and competence? I need answers to these concerns and a clear plan for resolving this claim. I’ve been patient, but this process has become unmanageable. Please escalate this matter to someone who can provide effective solutions and get me back in my home as promised. Sincerely.