USAA Reviews 3,900

I put a claim in for my diamond tennis bracelet it's over fifteen years old.And I no longer have the receipt so I sent a picture of me wearing the bracelet because I didn't have much else to go on. Do you know that USAA a told me that they could only give me so much for my bracelet because I don't have the receipt and they are basing the payout on lab created diamonds. Oh, and get this, I can either accept this or they'll close the claim within a few days, if I can't prove that those were diamonds. I've been with USA a for about 15 years now and their customer service is consistently getting worse. Two weeks ago, the prongs broke off and the diamond fell out. they agreed to give me two hundred dollars to fix but stated that if it costs more just submit the invoice and they would pay out the difference if it costs any more.
Well folks that is not what's going on. Now it's been two weeks and they're still reviewing it. And want more pictures before they'll make a decision on the rest of the claim. So, whatever you guys do, don't accept any claim anything they give you up front because once they close that claim, it's really hard to get them to finish up. They're real nice on everything, but they don't want to pay up. I'm definitely gonna fight this one because my diamonds were not lab created and even if my diamonds were not the most brilliant or the best clarity, they were still all diamonds. And this is just another way for the insurance companies to not pay out. Now they don't mind taking your money.When you're paying for the insurance on your things but the minute you start to use it, then they don't want to pay. This is very disheartening, and then they have the nerve to thank you for your service. I will keep you posted on the results of all of this

They have poor service. You give them enough information already but they want you to end up doing their job for them. To investigate in your own accident report. When it’s their job to do

THIS CO IS REDICULOUS I LOST $12,000 CLAIM DUE TO EX LANDLORD WHO DISCXRIMINATED AGAIONST US AND THEY WERE TRYINGF TRI GET BACK AT US GOING THRU UGLY WRONGFUL EBVICTION USAA TOOK LYING X LANDLORDS WORD OVER \MINEW THIER OWN CUSTOMER AND NO ONE EVEN CAME OUT TO INVESTIGATE. HOW DO YOUY DECVIDE ANYTHING EWITHOUT INVESTIGATING OR EVEN LOOKING AT IT. THEN USAA SAYS WE ARE LYING CRIMINALS WHY DIDS WE MAWKE A CLAIM ON SHED THATS NOT COVERED. IT WAS I EVEN HAVE LANDLORD THEMSELVES EMAILS STATING ITS COVERED. USAA EVEN TOLD GFOOD LUCK ON FINDING A NEW INSURANCE CO IT WILL BVE HARD SINCE YOU MADE FALSE CLAIM. PLEASE DONT DO BUISNESS WITH USAA.THEY WILL RIP YOU OFF AND BLAMEW YOU FOR THINGS YOU DIDNT DO AND THEN CALL YOU A LIAR. NO JOKE THIS JUST HAPPEWNED FEW MONTJS BACK.NOW WONT RETURN CALLS FOR US TO APPEAL IT.

Your customer service was terrible. Going to voicemail every time I call, your inability to respond to messages in a timely manner, and having to wait for your weekly message just proves what a downhill slide USAA has taken. And then when I did finally get you on the phone, all you did was read from a piece of paper like a parrot. I really felt cared for... God forbid someone has a tree go through their roof and they have to wait for a once-a-week message from you to probably end up with a denied claim anyway. Thanks for wasting my time!

In January we moved into our house, called to change the insurance from rental to home owner being lived in ( no longer under construction). Nothing was ever changed. Then in early March, we called again to change things, again NOTHING changed. Called again today, but could not remember the password, code or what ever I needed to talk with a real person, so the person on the phone said I had to go to ussa wedsite to figure it out, but as the person was telling me this, my wife found the cheat sheet that we had with the codes, but this person would no longer accept the code. so yes,,,, I am leaving ussa very soon and would never recommend this company to any VET EVER. Since deciding to go elsewhere for insurance, I have found SEVERAL companies that are cheaper as well. Goodbye ussa.

*DO NOT TRUST* Something has changed with this company. I used to recommend it to everybody. But they have turned into a vitriolic, miserable and classless corporation interested only in profiting off of Americans. Sadly, it seems to be the case with many others as of late. I was with them for over 10 years, others even for longer. I would never deal with them for insurance again after my experience. I have absolutely zero trust in them. It seems like they’re just hiring a bunch of Karens who are destroying the relationships that they’ve built over decades, which is just sad. Go somewhere else for insurance is my advice.

I recently canceled a combined insurance claim with USAA to switch to another carrier. To prevent a lapse in coverage, the representative agreed that the policy would be canceled on the appropriate date. This was coordinated by my wife with the USAA rep yesterday after she was on the phone for over two hours. My wife checked online this morning and it appears USAA canceled the policy as of today. My wife called this morning and the first representative harassed her about not knowing a security phrase that she didn't have set up and stated he couldn't reset it. This rep hung up on her and my wife called back to talk to another representative. The next representative did not have a problem assisting her and verified my wife's identification through other means, as well as resetting her security phrase. The first representative was totally incompetent and didn't want to do his job. He definitely lacked any resemblance of customer service. I am very happy to have found home and automotive insurance for half of the cost that USAA has elevated to in the last couple of years. I am a veteran and the claim of USAA taking care of veterans is evidently a marketing scam to advantage of our service.

I had a grocery order through Kroger. Kroger charged me twice. The two amounts were different ($97 and $99). I’ve disputed the $99 charge twice now. USAA keeps denying the dispute even with receipt evidence that I paid twice for the same order. I will be escalating this!

I've been a member for 37 years. Apparently they only hire obnoxious young people to work the phones. Truly obnoxious, entitled, self-important, unhelpful people who would have been fired on the spot 37 years ago.

So, you get what you pay for. Low prices mean low quality service. In the old days, yes I'm going there, low prices still came with fantastic service as the staff respected us veterans. Now, all they seem to want to do is attract new customers with low rates, but as long as you don't need service you're fine.

Transferring out all the accounts I can after 37 years. Congratulations Kenyatta and Mahogany and the rest of the team. I'm a veteran of 7 years, member of the VFW, former officer with this company 37 years. Apparently Mahogany and Kenyatta and the rest think I work for them. Done.

I rated a 1 because there is no zero. We’re dealing with a leaking roof from ice damming since Feb 8. Our agent always says she hasn’t received the paperwork they requested from me or our contractor. Roof still isn't repaired and wouldn’t recommend this company to anyone.

Very Disappointed! When I signed up online, I filled in all the information for insurance (pages), unfortunately when I was at the end it indicated they wanted more information and to go back. I went back and then went to finish everything was gone and they wanted me to start over. Got mad and just never went back for awhile. I went to log in today and had all the information but they wanted to confirm with my phone number. My phone number has changed. They have NO options for when your number changes. I called as it indicated and she was absolutely no help. This was after arguing with AI for about 15 minutes of getting nowhere. She told me I had to have that number to be verified or I would have to go through the entire process again with my military documents etc. NO WAY! With such poor customer service and disregard for customers I told her I would go get my Home, Auto, and RV insurance elsewhere. That's what I did. I am so glad since I see their rating here is in the garbage can.

I have nothing but excellence experiences when dealing with USAA. I try to only use their credit cards on purchases because if someone does you wrong when making purchases or services they have always got to the truth and backed me. USAA credit card is the best credit card I have ever had in my life.

USAA Review – 25+ Year Member

I have been a loyal USAA member for over 25 years, which makes this experience even more disappointing.

Without warning or clear explanation, USAA abruptly closed all of my accounts. When I contacted customer service to understand why, I was simply told that they “have the right to close accounts.” No meaningful justification or assistance was provided.

This action has caused significant hardship. I had multiple automatic payments tied to these accounts, along with my military retirement and VA disability compensation being directly deposited. As a result, I am still dealing with missed payments, disrupted finances, and unnecessary stress due to the sudden closure.

What’s even more frustrating is the delay in receiving my remaining funds. It has now been four months since my accounts were closed, and I have only received one out of three corporate checks. Each time I call, I’m told the checks were mailed. After waiting weeks with nothing received, I call again and am told they will cancel and reissue—only to repeat the same cycle.

After more than two decades of loyalty, I expected far better communication, transparency, and support. Instead, I’ve experienced inconvenience, financial disruption, and poor follow-through.

This has been extremely disappointing, and I hope USAA seriously reevaluates how they treat long-standing members in situations like this.

USAA is a company full of corruption and deceit. They use comps from CCCone that are fraudulent. Most with have accidents, frame , damage and poor condition. They will claim they do not care and tell you to pound sand, offer you thousands of dollars less then you are owed for ACV and will ignore you when you request and appraisal clause. I hope the US Congress and States shut this scam artist con job of and insurance company down. These people need to be put in jail for life.

USAA owe us quiet a bit of money and they are holding on to it for 6 months. They said it couldn’t be released until 6 months after the policy was cancelled. My husband is a 100 percent disabled veteran as we served the Navy for over 40 years. I’m going on ALL of my social media accounts to tell everyone what they have done to us. We’ve been transferred 6 times and no one has helped us. I’m letting the Better Business Bureau tomorrow as well. This is wrong. We just want our money back. I asked them to show me where in a contract did I sign to say that you could hold my money for that long. No response. I’ll pass this information along to my attorney as well.

I’ve been a USAA customer for 23 years, with multiple properties and vehicles insured through them. For over two decades, I paid premiums consistently and made little to no claims.

The moment I actually needed to use my homeowners policy, everything changed.

After filing claims over the past two years, USAA decided not to renew my policy. They even reached out after seeing my concerns, only to confirm privately that the non renewal still stands. No real solution, no accountability just a reminder that they have the “right” to do it.

That may be true, but there’s a big difference between having the right and doing right by a loyal customer.

This experience made one thing very clear: USAA is not the same company it once was. Loyalty means nothing when it impacts their bottom line. They will take your money for years, but when you finally need the coverage you’ve been paying for, you risk being dropped.

If you’re considering USAA, understand this: you are valued until you actually use your policy.

I’ll be moving all of my business elsewhere.

-10!! STAY AWAY from this company, they should be shut down! They quoted me a lower rate than my previous company so I switched. BIG MISTAKE! They did the bait and switch on me. A few days later I received the paperwork on my new mortgage payment which was suppose to less than previous company, not true! Also, USAA lowered my 🏠 insurance coverage almost 100,000 LESS than my other company! I tried to cancel by calling, they wouldn’t accept that, said to send a letter, I DID certified , registered, signature required, return receipt required! They SIGNED it then sent me a letter that it wasn’t signed by an authorized person! I’m authorized, I live alone!! They will NOT let me change INSURANCE companies and I tried for almost a month to cancel! In the meantime THEY are doing an Illegal practice and should be either fined or shutdown!!

I have been a USAA customer for over 15 years. We used to have all our products and banking with them. As a dual military family we were delighted to have a great institution for us to use. Unfortunately over the past few years, their customer service and product prices have gone downhill. We no longer insure with them due to uncompetitive Prices.

However, recently, we had our first experience with fraudulent charges. This experience was instantly disappointing and had led us to begin shopping for another bank. Very sad.

We had one experience about 6 months ago for a small about from a gambling site. USAA responded with a refund immediately and helped us through. But apparently they have insurance company policies because it was like a one and done experience. So when we had some fraudulent charges during our recent Christmas trip to visit family in another state, USAA called me a liar. They will not refund the charges and state they did because “we had enough money in our account to cover the amount”. What?? My husband and i both hold jobs that require clearances, we have no history of anything fraudulent or improper and have been nothing but good customers for USAA. for them to blatantly cash us liars and implying we are the fraudulent ones is nothing short of disparaging and unprofessional. When i have asked for information on what transactions and evidence they have that proves we made these purchases ourselves (which we did not -how could we make 3 purchases from 3 different stores in 2 different cities we were never in) anyway, so since no one has had the courage to even call us and try to settle this, our disputant is immense. So beware—- they will be nice until you need them. Then they will simply cash you a liar and close the matter.

Just had a major storm with high winds that tore off sections of shingles. Had another storm coming though in hours and no roofing contractors available. I got on roof to see the damage and called USAA to report it. They said I had a responsibility to mitigate damage so I did my best to patch the areas while on phone filing claim. When claims called and I sent in pictures they said since I already patched it that it’s wouldn’t be covered. Such a scam! Insurance companies to include medical have to be the biggest forced scams ripping off it citizens and USAA that’s supposed to looking out for Veterans and their families definitely on that list! After decades of being with them think it’s about time to abandon ship.

Their billing process is not only confusing but it seems intentionally set up to keep customers from being able to easily figure out EXACTLY what it costs and what it covers. They constantly send out modifications and it is only if you sit down and put them in a spreadsheet that you can see you are NOT paying what you think you are. I have had pretty good responses from their customer service - but even they find it hard to actually figure out what you are being charged. This is unacceptable for a company that "prides" itself on serving the military community. In this day and age, you cannot hide behind poor programming without it looking like you are trying to pull a fast one on your customers.