USAA Reviews 3,904

They outright deny claims without reason or they make it a huge burden to the policy holder to jump thru hoops to justify a claim. They are ridiculous. Retired Colonel Medical Corps. 253.678.4237

We live in Central Florida and just replaced our roof 1/26/26 with an impact resistant roof. USAA has been extremely difficult for the past 2.5 MONTHS trying to get the policy updated and the proper discounts applied. MULTIPLE attempts by phone, every agent says something different. Today, the agent updated the policy to reflect the roof age went from 2010 to installed 2026 AND MY POLICY INCREASED!! By over $100 dollars. We installed a specialty roof to mitigate damage and they ARE CHARGING US EVEN MORE! FRAUD FRAUD FRAUD.

I’ve been with USAA for 40 years. They’ve had their problems but today topped them all. Today I went on their app and when it opened it had a message that the app had been updated and I needed to download the new one. The only option on the message was dismiss. When you hit it it closed the app. I’m 74 and they didn’t send instructions. I went to apps, while calling USAA 3 times and got no help. They said delete the app and then download. Accidentally deleted my email and the app. Tried reloading the app. On apps it said I needed IOS 17 to download the app. I was using an IPhone 8 so no 17. 16.9 was max. Had an iPhone 11 so stuck SIM card in it and tried. Go email but in try to download USAA app I now need to sign into apple. I can’t remember yesterday much less 4 years ago for a password that I never use. When through getting a new password. Now if I could only figure how to move 200 photos to the new phone.

Worst experience. Horrible company. Horrible adjuster. Super sketchy. DO NOT USE. I am suing them.

I am beyond disappointed with USAA and how they handled our claim after a collision on 2/16.

The police officer at the scene determined we were not at fault, and no ticket was issued. This was the first at-fault-related claim (determined by USAA) in our entire driving history, and we’re in our 40s with otherwise clean records. We filed our claim immediately. My husband gave his statement right away, and after that, communication from USAA essentially stopped.

From that point on, I had to chase down every update myself. I would receive vague emails saying there was an update to my claim, but no actual details. I had to repeatedly call just to find out basic information. At one point, my claim was inexplicably closed right before my scheduled vehicle estimate appointment, forcing me to call again just to have it reopened.

USAA ultimately paid only $900 on our claim. Then, to make matters worse, I received a letter from another insurance company saying “my claim was declined” — even though I had never filed anything with them. When I contacted USAA, I was told this was “normal,” but no one could clearly explain what was happening.

Later, an adjuster told me they had changed their determination and now considered us 100% at fault. That was incredibly frustrating and made it feel like USAA was not advocating for its customers at all. I asked for a manager to call me back.

Around the same time, I received our policy renewal and discovered our premium had increased by about $100 per month for the next 3 years — roughly $3,600 total. For a $900 payout on a first-time claim? That is outrageous. When I asked about the increase, I was repeatedly told the accident was not the reason, yet I later found documentation buried in my policy paperwork showing otherwise.

The claims manager eventually called and left a voicemail confirming we were only 60% at fault and assuring me that the accident would NOT impact our premium. That directly contradicted both what I was seeing in writing and what other USAA representatives had told me.

So in the end: poor communication, a closed claim with no notice, inconsistent fault determinations, vague answers, and what feels like repeated dishonesty. For a company that claims to take care of service members and their families, this experience was completely unacceptable.

Because of how badly this was handled, I have canceled all of my policies with USAA. I would not recommend them based on my experience.

I am extremely disappointed with my experience handling a vehicle claim with USAA. From start to finish, the process was mishandled and lacked basic accountability.

An adjuster never physically inspected my vehicle, yet decisions were still made about repairs. The collision shop they approved was allowed to perform what I believe to be substandard and potentially fraudulent work, which ultimately left my vehicle in a dangerous condition. Over time, the car became so unsafe that it would literally drift off the road while driving.

Despite repeated concerns, it took 18 months for USAA to finally declare the vehicle a total loss. By that point, the situation had already put my safety at risk.

What’s even more frustrating is that USAA refused to acknowledge any wrongdoing in how the claim was handled. On top of that, they denied our car replacement coverage—something we had been faithfully paying for—without what I feel was a fair or reasonable explanation.

I expected far better from a company that markets itself on trust and service, especially to military families. Instead, this experience was prolonged, stressful, and ultimately disappointing. I would strongly urge others to carefully review their coverage and be prepared to advocate for themselves if issues arise.

Setting up a USAA Youth Checking Account for my daughter has been extremely frustrating. Five days, 15+ transfers, and we still don't have online access.

Should have been simple enough... We opened the account under my wife's and my existing USAA membership. Then came the process of getting our daughter online access. We submitted her verification documents as instructed. Sent and received but didn't allow us to continue with online access registration. Called in, and Security walked her through additional validation. The agent said he'd send a registration link active for 10 minutes. We used it immediately after hanging up. It didn't work.

Called back. Got bounced between five different representatives, none of whom could help. Decided to call it quits for that attempt after 40 minutes on the phone. Called again later to try setting it up myself for my daughter - despite her youth account being under my main account and my wife and me having joint ownership, they wouldn't let me do it. Ok. Fine. Somewhat silly since her account will be funded with transfers from our account - but ok. I waited until my daughter got home from school.

We called back together. Bounced around to five more people, all now claiming we weren't sent a link to sign up for online access because you can't receive a link until 14 days after initial account creation. Odd since their online security team sent us a link days earlier. After I insisted they check the call records, they finally confirmed that yes, a link had been sent by the security team.

Last straw for me (having been extremely patient throughout the week long telephone marathon of support specialists) - Now landing back with the security team via 4 transfers on the current call - they needed to re-verify my daughter. She provided one of the two security passwords she'd been asked to create days earlier - a phone PIN and a verbal password. She gave the verbal password instead of the PIN, unaware which they were asking for - and also a bit nervous being her first time talking to an online bank. No problem, she knows both. we'll just have her correct it and keep moving forward (btw - on this same phone call with service rep #3 she already successfully verified herself - same phone call...3 minutes earlier). But... they told us they can only accept the first password given in a verification attempt. We were unable to proceed because she wasn't clear if they wanted the pin or verbal password.

Five days. Fifteen transfers. Zero resolution.

Do not sign up for USAA Youth Checking. Other banks will have your teen set up with online access and a card on the way the same day. USAA carries a "D" rating with the Better Business Bureau, and after this experience, I understand why. The customer service teams are siloed, contradictory, and indifferent.

USAA is not the company it used to be. Your financial matters are too important to trust to a bank a bank that cant get it together.

In short.....whole family and I served this wonderful country.....this company was suppose to look out for the soldiers.....instead sneakily raised rates not just after the premium concluded and at renewal; but during the original policy while it was still being active.......never had an accident or ticket....their reason for increase (Market conditions). Got transferred a bunch of times......Im outta here with them. Good luck to those who use this company....Crooks!!!

I have been with usaa 30yrs. I have never experienced the type of unprofessional, rude, actually borders on a crime. So sad they were always so great. I will warn my entire family to get out of there is fast as possible! What they are doing is unethical.

After almost 60 years with USAA i have canceled my home owners and automobile insurance. Their customer service stinks and they deny deny deny.Look elsewhere. This has become a 3d rate company

Honestly, I have had no problems with USAA, they've been great. But their automated system succccccccks. Never understands what I am asking. Whats the point? Just hire a real person.

Cannot change the auto payment dates on anything, everything comes out my first paycheck and leaves me with nothing. But you cannot change it. How is that not something you can do?

USAA. WOW! They really make it sound like they are for the soldier/ Marine/ and veterans. I beg the differ. I was paying an extremely high monthly rate for insurance. And didn’t realize it until I was forced to switch. Long story made short. I failed to make my monthly payment after being with them for approximately 2 to 3 years. I called on the cancellation day and asked them about restoration of my account. They informed me I could restore it after making the $188.00 monthly payment plus an additional $500 and something. I told them I could not afford that. They told me there was nothing they could do and hung up. So disappointed. Truly politicians!

My husband has has had USAA home and auto insurance for over 60 years

I wish I could leave zero stars for this Corrupt Bank. I was with them since 2009 I got scammed and they said it was my fault. After providing proof that it wasn’t. They stole 5k from my account. They resisted the whole entire time proving to me that I wasn’t scammed. They suck and I will gladly point any person to any other bank. Heck I would rather have Bank of America than those corrupt turds.

If there was a zero that is what rating i would give.
In January I lost my Mother who was a faithful auto insurance and homeowners insurance customer with auto pay. All documents sent concerning my Mother's passing yet USAA continues the insurance even though I've requested cancelation and continues to bill my Mother's account. Im so hurt that a company could be so cruel 😢 💔 and hard up for money. They told me that there was a remaining of $1400 to be released yet they would subtract any remaining balance. I got a check for $400 and then was told I owed another $400, so I asked them "why would you send me a check if more money was owed ?" Makes absolutely no sense. This has been the worst bank I've ever seen.

Worst insurance company I've ever experienced. Many years ago they had much better service and competitive rates. Now they are a horrible, fraudulent company that does not care one bit for their members. They falsely present as a patriotic supporter of military families when really they exploit this image and refuse to honor their policies.
I've been a member for over 20 years. The past few years they have more than doubled the premiums for each of my policies, despite no at fault accidents or claims. Increases of hundreds of dollars per year.
Here's a sample of what you can expect from USAA:
This past year, my car was vandalized in a public parking lot. I provided a police report and the contact info to access the security footage. USAA never followed up to obtain the footage. They then insisted I drive to their chosen shop to have an estimate written, which I did at great inconvenience as I am disabled. They then rejected over 1/3 of their own appraiser's estimate for what they called a "business decision." When I questioned this, I was told they had photos from a previous repair estimate that showed that the damages to my bumper had already been there. I pointed out that this was impossible, as the bumper had recently been entirely replaced due to another driver rear-ending me. At that point USAA ghosted me, ignoring my request for the full estimate to be paid, and closed my claim in their system so I could no longer communicate with the adjuster.
More recently, I had a rock strike and crack my windshield clear across at eye-level so that it was unsafe to drive. USAA tried to force me to use their choice of shop, which had horrible reviews. I then had a MONTH long ordeal where USAA's reps refused to respond to and then approve my chosen shop's estimate because they didn't want to cover the OEM windshield. I provided them written documentation directly from the manufacturer specifying that the non-OEM windshield would void the warranty and could create a malfunction of the safety systems, and it was thus not a substitution of like kind and quality. The agent repeatedly took days to respond, ignored messages, and refused to approve both a rental car and a tow truck so that I could have use of a drivable vehicle. I pay extra for both of these coverages every month. I was actually told by the rep and a manager that they would not approve a rental car OR tow because my car was "perfectly drivable" because the windshield was made of tempered glass so it could be completely shattered and still be fine to drive. I provided them the state statute that specifically prohibits driving a car in this condition and asked them if USAA was willing to pay for the injuries and damages when it caused an accident. Ghosted again and completely ignored until I had to give in and accept the cheap glass so I could get a mobile repair completed to get use of my car. Missed many medical appointments and jobs in the month I was stranded without a car trying to get USAA to handle my claim. Several days after the work was completed, the adjuster messaged to tell me his manager had now decided to approve the rental car (now that it was obvious I didn't need one anymore because he saw the cheaper windshield had been installed). One month without use of my car or any help from USAA over a simple windshield replacement. And to add insult to injury, the cheap windshield they subbed is indeed too small to the point the seals don’t even cover the edges and road debris is collecting and embedding in the gap. When I notified USAA, I was told to talk to the company that installed it if I had a problem. That company was the one that had originally written a repair estimate for the proper OEM windshield, which had been denied by rep Chris Brown repeatedly despite my multiple submissions of documentation justifying it. So USAA’s answer was to foist their negligent mistake onto the reputable shop who had tried to request the correct windshield in the first place. Yeah, they are the absolute worst. Stay far, far away from this company. There's a reason they've been given an F rating by the BBB and have been found at fault in class-action lawsuits. I give them an FU rating and hope to ensure no one else gets scammed by this greedy, uncaring company.

We had an electrical storm in June of 2025. It knocked out my Genarac generator and my garage door opener. It took Strike (USAA sub. Contractor) so long to get here that I went ahead and repaired my generator. They paid what Strike said for the damages. In February of 2025 we had another storm with no lighting and the power went off the generator came on but would not transfer. I called Genarac and they sent a tech out to see what went wrong. The tech found a circuit board burned out. This is what controls the power transfer solenoid. He said that this happened on the last lightning strike and is just now showing up. Strike with USAA didn't even check that part. We asked USAA to reopen our last claim because it happened on the last claim. I got an email from our adjuster today (3 weeks later) and said that Strike said it was working when he checked it out. I'm gonna believe what the Genarac tech thinks more so than what a so called electrician says. Don't believe what you hear about USAA taking care of their own because it's BS. We are looking at other insurance options.

USAA froze my accounts after getting directions from them twice. All this in the middle of moving. They didn’t just block the added check but everything. So we are basically homeless with 4 horses and a dog. Again, we got instructions first.

I have been with USAA 21 years. The representatives screwed up my account because the credit card dept won’t speak to the checking account. This caused a huge problem. Everybody I speak to is grossly incompetent. They transfer from one person to another to avoid having to serve the needs of the consumer. Looking for another bank as we speak. I don’t trust them anymore.

They are the worst of worst for auto insurance. Whenever you put in a claim they makes you do all the work and yet it takes 3 weeks to get answers, better not call with questions even with a claim number they don't know anything not to mention they are not local with no where to take your vehicle within they policies. I will not recommend this company at all