Reach USAA Corporate Office 

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.

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.

USAA, Horrible, my phone was lost and I can not receive text messages. It has been 2 weeks and these employees keep telling me they have to verify my Identity, fine, but the only way for me to verify is if they text me, well – I Do Not Have The Phone. So fly from GA to TX, to verify my ID. I suggested E-Mail, oh no, ask me bal. oh no, text only. Conect me with a supervisor, oh no. As soon as I get this solved. I will close the bank accts. who knows the credit union, not USAA. And will cancel my auto insurance. This company does not help US Armed Forces Service members. Only the Board Members.

USAA, Very bad service. I called to check on car insurance price to see if I wanted to join. But, I can’t get the info unless I join and if I do not get insurance you still keep all my info on file to be sold and given away. Also, I was hung up on.

USAA, I had water damage to my home on 8/7/24; because of a low pressure storm that came through North Carolina. 1st Adjuster came out a few days later to look at the inside where the water was coming in at. He had a worker that went on the roof. They were at my home for a total of 8 minutes. Yes, I timed it. Do the first adjuster approved for some of the roof and damage on the inside on August 24/24 $8500. Then I didn’t hear anything back. I called a few times with no reply from the adjuster. The Roof Mentors came out while the adjusters were at my home. Second person was sent out to take another look at the roof. Second person came out, did his little picture taking and seemed unbothered about what I was showing him. Then 2 days later I have a settlement for $1593.68. Still no one wanted to chat with me. So I did an email and Jean-Paul called as soon as he read the email. He said I quote, “We sent the $8500 out through slow mail. I never received anything. Second time I called and asked him did they close my claim and he said they did. So I was like well you all need to learn how to communicate better. I did all the calling and asked questions.