A lot of people on this forum seem to just complain about rate hikes, bad support, and all that. But does anyone actually tell USAA how they feel? Like, have you ever called them and said you’re leaving because of how they’ve handled things? I’ve been with them 26 years, and if my rates go up, I’ll definitely let them know how I feel before I come here to vent.
Most people who leave do talk to them first. But honestly, USAA doesn’t seem to care. From what I see, their execs think they’re doing just fine, even while losing tons of money.
Uma said:
Most people who leave do talk to them first. But honestly, USAA doesn’t seem to care. From what I see, their execs think they’re doing just fine, even while losing tons of money.
Does their financial info show those losses? If it doesn’t, then how can they say they’re improving?
I don’t bother. The person on the phone can’t do anything about it anyway. No point in making someone’s day worse just because they work for a company I don’t like.
Sure, you can call and complain, but don’t take it out on the rep—they can’t change anything. Maybe talk to someone who can actually help with your frustration.
Also, venting here doesn’t really accomplish much. Therapy might be a better outlet.
@Chen
You sound way too reasonable. Are you a therapist or something?
Yep, I told them exactly why I was canceling. They didn’t seem to care at all.
Members complain all the time. Reps are constantly trained on how to handle complaints, and they get penalized if they don’t log them. It takes forever to file one, though, and I don’t know if anything actually happens after that. It’s so different from how things were 6 years ago.
@Joss
If they’re using third-party reps, those people definitely aren’t paid enough to deal with this.
Delilah said:
@Joss
If they’re using third-party reps, those people definitely aren’t paid enough to deal with this.
I worked in the real estate side of the bank, and the constant training and complaints were exhausting. It’s a big part of why I left.
@Joss
They want so much but don’t pay enough to make it worth it.
My agent acknowledged the issue and just said they hope things get better in the future.
Giving the rep an earful like they’re the one raising the rates? Real classy. 
I told them I didn’t want to leave but had no choice because of the huge rate increase. The person on the phone didn’t seem to care. They just asked when to cancel, and that was it. Felt like they’re not even trying to keep people anymore.
@Fifer
Just because you’ve been with them for years doesn’t mean they can lower your rate. Insurance companies are regulated, and they can’t just give you a discount based on loyalty.
Reagan said:
@Fifer
Just because you’ve been with them for years doesn’t mean they can lower your rate. Insurance companies are regulated, and they can’t just give you a discount based on loyalty.
I’m not asking for special treatment, but some effort would’ve been nice. My rates have gone up over 150% in three years, and nothing about my driving or situation has changed. Feels more like greed than necessity.
@Fifer
Insurance rates have skyrocketed because of things like the pandemic and climate change. Also, being in NJ means you’re in one of the most expensive states for insurance. The rates are based on data, not on you personally.
@Reagan
I get the pandemic caused some issues, but not enough to justify this kind of increase. And I live in a low-risk area. I’m just tired of paying for what feels like corporate greed.
@Fifer
I used to work there, and honestly, I don’t blame people for leaving. If I could, I’d tell them, ‘Good choice!’ but we’re not allowed to say that.
I heard the CEO retiring might change things, but honestly, it’s probably not going to make a difference.