I’ve been with USAA for about 17 years. They used to be amazing, and I always recommended them. Their customer service was great.
But after seeing so many negative posts recently and dealing with my own problem, I think it’s time to move on. Not even getting into the ridiculous price hike on my insurance.
A few weeks ago, someone stole the catalytic converter from my truck. It was parked in my assigned, covered spot at my apartment complex. I noticed right away when I started the truck to go to work. I had to cancel work and take it straight to an exhaust shop, thinking it would be a quick fix. Turns out it was going to cost $1,350, and they had to keep it overnight because the thief cut the O2 sensor wiring too far back. They had to order replacements. I needed my truck back ASAP for work, so I approved the repairs.
After realizing the cost was more than expected, I tried to file a claim with USAA. They refused to cover it because I didn’t follow their “process.” Apparently, I should have called them first, waited 5-7 days for an adjuster, and only taken it to one of their approved shops. But I can’t be without a vehicle for a week. I have pictures of the damage, pictures of the repairs, and the invoice. They don’t care.
So that’s my experience. I know some people still have good things to say about them, and that’s fine. But after nearly two decades and barely any claims, I figured they’d work with me just a little. I wasn’t expecting miracles—just a little help. Instead, they wouldn’t even budge. I’m not going to argue with them, but I will take my money elsewhere.
You don’t have to wait for your policy to end. I left as soon as my renewal notice said my premium was jumping from $1,300 to $2,700 for six months. Best decision I ever made.
Bayley said:
Not everyone has a bad experience with USAA. I’ve been with them for over 40 years—cars, home insurance, umbrella coverage. No complaints here.
I hear you. I don’t even hang out in this forum, but I’ve seen a ton of bad experiences pop up in my feed. Figured I’d share mine.
They were great when I had no claims. But when I finally needed them, they wouldn’t even try to help. I get that I didn’t follow their exact process, but what I did was cheaper and faster. I have all the proof, and they still said no.
I would’ve kept paying them for years if they had just worked with me even a little.
Zen said:
If you had called first, they probably would have sent you to an approved shop.
Maybe. But I wasn’t even thinking about insurance at first. It seemed like a quick and simple fix—two welds and a new O2 sensor. The actual work probably took five minutes.
It was only when I saw the price that I decided to file a claim.
@Uma
Ignore the people who blindly defend them. Yeah, they do some good things, but if anything goes wrong, they’ll screw you over. I’ve been with them for 20 years, and I’m pulling all my business from them. They’re not the same company they used to be.
You didn’t follow the right process, so don’t be mad at USAA for denying the claim. Every insurance company would’ve done the same. They need to check everything before paying out.
Cai said:
You didn’t follow the right process, so don’t be mad at USAA for denying the claim. Every insurance company would’ve done the same. They need to check everything before paying out.
So I should’ve just waited a week without a vehicle and missed work while they took their sweet time? Never mind the fact that I have proof of everything?
I’ve been a member for 17 years and have fewer than five claims—none of them my fault. I wasn’t asking for a handout. After my deductible, all they would’ve paid was $350. That’s nothing compared to what I’ve paid them over the years.
You don’t have to agree, but I’m just sharing my experience. Keep giving your money to a company that doesn’t care—I’m done.
@Uma
A lot of USAA employees hate it too. If you think they treat customers badly, you should see how they treat their own workers. I was a member and employee for 16 years. Now I’m neither.
