I’ve been dealing with major house damage from Helene, and working through USAA’s claims process has been a nightmare. Their app seems designed to keep things organized, but my adjuster keeps sending random emails or starting new threads, and I lose track of what we’re even discussing. I’ve already sent the same documents multiple times.
Is this normal, or do I just have a disorganized adjuster? I’m at my wit’s end here.
I had a similar experience with a USAA adjuster a few years ago. She was impossible to reach and always gave canned responses that didn’t address my questions. She wanted me to only use the portal, but when I did, she complained I should email instead. It took nine months to resolve my claim, and I ended up pulling all my accounts and insurance from USAA. The process was beyond frustrating.
@Reagan
Why stick around in discussions about a company you left?
Luca said:
@Reagan
Why stick around in discussions about a company you left?
It’s not weird at all. People can share their experiences even if they’ve moved on from the company.
I had the same kind of mess with a home claim. The website didn’t upload my documents properly, and I couldn’t get the adjuster on the phone. I ended up demanding an email address because I couldn’t deal with the portal anymore. The adjuster was polite but completely overworked, and the process dragged on for months.
Try sending messages through the portal but also emailing with a note like, ‘This is a copy of the portal message for my records.’ Keep your own log with dates and details of all communication.
Adjusters are overloaded, so it’s frustrating but not always their fault. If you don’t hear back in the time they say (usually two business days), call their extension and leave a voicemail. If there’s still no response, call the main USAA number and ask to speak to their supervisor. That’s how I finally got my claim moving after six months of delays.
My home claim with USAA was awful. The adjuster ignored me for so long that I started to worry something bad had happened to him. I even told another rep that someone should check on him. Turns out, he was fine, and I got a callback the next day with a check two days later.
On the other hand, my recent total car loss claim was handled perfectly. The adjuster was quick and communicated constantly. It’s a toss-up, I guess.
You should hire a public adjuster who’s qualified to act as an expert witness if needed. Keep detailed records of every interaction.
Also, avoid using their PDRP program. If you have serious damage, take your time to find a good lawyer experienced in claims resolution. Don’t rush this process.
@Phoenix
And definitely have a lawyer lined up who can handle a jury trial if it comes to that. You want someone who knows what they’re doing.