USAA - USAA Casualty Insurance - USAA Credit Services Failure to understand the word "urgency," "timeliness," or "compassion." San Antonio Texas
So imagine if you're the third generation of your family to get a policy with this company--your grandpa has a three-number account. Your Mom and dad have been with USAA insurance for their auto coverage for over 30 years. And you, just turned 22 and get hit by a semi from behind while stopped, while still under coverage of your parents policy. No car, back is hurt, at university in Seattle, 2500 miles away from your support network.
Then the company takes over two months to mail me a check for my car which is basically undrivable and already declared totaled. They give me a little over 5 grand for a car I bought 4 years previous at about 13k. While still in the rental from the first accident, I am hit again. This time, the lack of a semi truck means no cops make a report. dual fault is assigned because the driver of the semi that sideswiped my car never had a chance to mention in the report that it was his fault, since there was no report.
Now imagine, after USAA paying for 2 and 1/2 years of chiropractic care (and you're entitled under PIP to 3 years), the company IME's you, waits over a month to schedule it, tells you that you can always go wrack up some more debt on your credit card they sent you when you could barely work by paying for the Chiro yourself, but they won't reimburse while waiting on an IME. To get the actual IME scheduled, I had to stay on the phone for three hours with some rude and some really nice people. But only after three hours did I get management that could make anything happen. I got a call from the company scheduling the independent medical exam within the next two days.
The whole time this is going on, payments to your credit and auto are considered late when their machines that sort mail or whatever incompetent moron is in their mail room take over 2 business weeks to process mail. Then you get a late fee, and an overdraft on your bank acct because the check at USAA in San Antonio, is still outstanding. It's like a financial/insurance wobbly H, with me in the middle. But as one rep put it, "have you ever thought of just getting a USAA bank account and doing automatic bill pay?" No, it's not a scam at all, right?
So some advice: don't get USAA. If you have them, always record conversations with the people on the phone, and always ask for a manager as soon as you can get a human on the line (circa 20 minutes after you call). This company is shady and predatory. Insurance and banking should never be bundled. Contact a congressional representative today. Stop USAA's predation on American heroes, such as our armed forces and their families. And think, if my family's been with them ages, imagine what you, the prospective customer might get, if this was my experience?
CJ
Wichita, Kansas
U.S.A.
3 Updates & Rebuttals
Elizabeth
Howell,New Jersey,
U.S.A.
Prior Customer
#4Consumer Suggestion
Tue, May 19, 2009
As a prior customer of USAA, I am surprised of this story. I was with USAA from 1998-2005 when I transferred to a NJ Based Insurance Company (Better Pricing and Coverage). The few years I was with them, I was in the military. I can say, they are overpriced for supposely being a representative for the Armed Forces who make minimal salaries. They usually approve everyone for a Auto Policy, however you pay for it too. I had only 1 car with full coverage and I was paying $2800 per year (No prior history or tickets). As far as customer service goes, I would have to rate them higher than most insurance agencies. Now, CJ to respond correctly to your posting, here is my opinion.
"While still in the rental from the first accident, I am hit again. This time, the lack of a semi truck means no cops make a report. dual fault is assigned because the driver of the semi that sideswiped my car never had a chance to mention in the report that it was his fault, since there was no report".
I am now a Police Officer in NJ and must say, this was a mistake on your part. You ALWAYS contact the police department where the accident occurred to file a report. The report is for certified documentation for all involved and protects the integrity of what actually occurred. Even If a hit and run or one vehicle accident occurs, it requires an accident or incident report. I am surprised you weren't assigned full blame since most insurance companies assign blame to there client if NO police report is filed.
As far as your bills are concerned, you must be responsible enough to make sure your payments are still made on time. If USAA owes you money, you Still make your payments until you receive your money from USAA. Its just like the Military or Goverment, They are very quick when TAKING your money, however very very slow when they GIVE it. Just be smart and take care of your end. Most of your story could have been avoided had you used better financial decisions. Good Luck in the future.
Marcia
Cleveland,Ohio,
U.S.A.
Also a USAA customer
#4Consumer Suggestion
Tue, May 19, 2009
Wow.... this doesn't sound like USAA at all. I've had them for almost 30 years (home and auto) and have always found them to provide exceptional service. I was once t-boned by a kid (my first accident!). I had been up all night with a sick child and wasn't thinking very coherently. I was shaken up, to say the least. After calling the police to file a report I just called USAA because I didn't know what else to do. The CSR was extremely helpful, and walked me through everything. Since the kid's insurance company (Allstate) actually took care of everything after that, USAA didn't really need to be involved. But the CSR sure calmed me down and was helpful.
Another time, I set a bag of hot ashes on my wood deck. I swear I thought they were cool enough and I was just waiting for it to stop raining so I could put them in the garden. Well, stupid me, set the deck on fire. USAA said "no problem", that I had what amounts to a "supid clause" in my policy and it was covered.
I'm sorry you had this problem.
Ashley
Springfield,Missouri,
U.S.A.
Clarify
#4Consumer Suggestion
Mon, May 18, 2009
Could you clarify this a little bit? I'm not exactly sure what they are doing to rip you off. I just read a long rambling story about an auto accident.
"They give me a little over 5 grand for a car I bought 4 years previous at about 13k"
Sounds about right for a 4 year old car. They depreciate in value very fast. I bought a car last year that was 4 years old, orginal sticker price was about 18k and I paid 6k for it.
"his time, the lack of a semi truck means no cops make a report. dual fault is assigned because the driver of the semi that sideswiped my car never had a chance to mention in the report that it was his fault, since there was no report."
You do realize that anytime you are in an accident you are to file a police report. Why didn't you file a police report? If this was on a road you can call the police to come to the accident. Or at the worst you go down to the police station and file a report. You should have done this.
"The whole time this is going on, payments to your credit and auto are considered late when their machines that sort mail or whatever incompetent moron is in their mail room take over 2 business weeks to process mail. Then you get a late fee, and an overdraft on your bank acct because the check at USAA in San Antonio, is still outstanding"
This is the part that confuses me. Are they paying your bills and it takes to long? are your bills going through them? I'm not sure how they are affecting your auto payments.