Complaint Review: USAA

Mr. Richardson, Underwriting Manager, agreed to move our policy up a level which provides a $300/6 month discount. This amount is still $400 more than we were originally quoted and have been paying since November the lesser amount. They are still hundreds over what we were quoted by Geico. I told Mr. Richardson I will allow him one more chance to make this right before I actually send the letter I posted online. I just want to make sure everyone knows what USAA has done and what is going on. Will update further upon another call from Mr. Richardson in the Norfolk office.

Here is the letter I will be sending to the Board of Directors:

I just received my annual bill for auto insurance and nearly had a heart attack! I can't bear to think I made a mistake by choosing to stay with USAA after my recent marriage to a former member of the United States Marine Corps. We've had no change in my auto usage or driving record during the past policy period and cannot imagine any justification for such a premium increase. We were charged for my husband's conviction of driving under the influence on the initial policy period from November 2004 to March 2005 as well. So why has my policy increased 66.5% when no information has changed? I have been a member for six years with a great driving record.
As a six year USAA member, I am very concerned by this. I understand the necessity for policy increases, but 66.5 percent? Our six month auto premium with my husband's insurance company, Geico, was only to be $1100/6 month premium. You had them beat by $100 plus possible dividends, but now you have lost the battle by $600. What is going on here?
I immediately called the toll free number to discuss this matter.

I am asking you to please take time to read this letter and evaluate my situation as a member, not as a number. I am requesting USAA do what I believe is the right thing in my case, reinstate my preferred status and stand by the rate I was quoted initially.

I am making every effort to resolve this issue with USAA directly as I request the same of you.
While comparing quotes between both of our insurance companies (in an effort to combine expenses after the wedding), Geico clearly warned me this was a common practice of USAA and assured me my rates would skyrocket at policy renewal.

They were so sure of it they made an appointment to discuss the policy again upon receipt of my USAA policy renewal in March 2005. I refused to listen to Geico and was sure it was a line to try to get USAA customers to switch to Geico. I maintained my faith in USAA and stood beside the company who claims to be about doing the right thing according to your Values.

Apparently, Geico was right on the moneylike I said they stated USAA does this a lot when you get married and add your spouse if they do not have a perfect driving record. Do I really need to further express my disgust with my policy renewal at this point?

After years of being a member of USAA, this is my reward??? In fact, I believe USAA violated each and every one of the core values of service, loyalty, honesty, and integrity.
On Wednesday, February 23, 2005 at 10:44 a.m., I was assisted by Vivian Vines in the Norfolk Office.

Ms. Vines was tedious in reviewing my policy to ensure there were no errors. She was helpful and understood my view after I presented her with my points. I requested a manager who could help me as Ms. Vines was able to assist me no further. At 11:14 a.m. Ms. Vines introduced me to Melissa, a Policy Services Manager.

Melissa was skilled in explaining the situation, but unable to resolve my feelings of being wronged. Melissa offered to transfer me to the Underwriting Department at which time I made myself clear I would like to speak with a Manager only in the underwriting department, not just an underwritera Manager.

At 11:25 a.m. Floyd comes to the phone and is very helpful. I asked Floyd for his position and was not surprised to learn he was, indeed, not a Manager. (I suppose I was not clear enough?)

Floyd was happy to take my information and give it to David Jefferson, Underwriting Manager. Floyd also let me know that all Managers were in a meeting at this time and would not be out until around 1:00 p.m. I appreciated this so I did not expect a call right away. I am sure you can imagine my level of frustration after being on the phone for 45 minutes just to get someone to hear me out.

I am reaching out to you for help. I have been a loyal customer to USAA and with to remain so. My husband and I are planning to purchase a new home and boat within the next year and I was hoping to bring our new policies to USAA. Please make that a possibility so I do not have to send an apology letter to the Geico representative who warned me about this. (I am not ashamed to admit I am wrong.)

Instead, please compel me to remain with the company I have stood behind and who stands behind our Armed Forces.

I've attached a copy of my recent and previous bill for your review. This will show I was charged for my husband's offense of 05/20/2002 on both policies.

I have had one accident in six years and the payout was not substantial according to the Underwriting Department.

My husband made a mistake in 2002 and received a conviction for driving under the influence. He is not an alcoholic and is not a repeat offender this was a one time thing. He has had no further problems with his driving record since.

I believe this shows he is not an extreme liability to my policy.

Please contact me within ten business days to confirm the correct premium. If I don't hear from a member of the Advisory Panel or Board of Directors you, we'll take our business to Geico.