Complaint Review: USAA Insurance Company - San Antonio Texas

USAA Members Beware!!!  USAA has crossed over to the dark-side.  Listen up because this could happen to you.  Ive had insurance coverage with USAA for 11 years.  Before this instance, Ive never had a problem making a claim. 

A large tree branch fell onto the roof of my home.  It was a blessing that the branch remained attached to the tree because if not it would have surely come through my den.  This happened overnight on a Friday so it was Saturday before I was aware of the full extent of damage. 

I immediately called USAA to initial a claim.  The claim rep that handled my call advised me to contact a tree service and have the tree cut down to prevent possible further damage to the roof.  I did exactly as the rep advised. 

First red flag.  USAA has never asked me to pay for repairs or services and request reimbursement.  I just figured that it was because its over a weekend so that was probably why.  

The tree service didnt come out until Tuesday but after about three hours and $1200 dollars later, the job was done.  The company that replaced the roof about a year prior also came out and provided an estimate for roof repair.  Now I contact USAA to forward all documentation. 

Monday, before the tree was cut down, I spoke with my appointed claims adjustor.  She asked me what caused the branch to fall.  I told her I wasnt sure, it wasnt storming but it had rained most of the week so that could be the cause.  I also told her that the tree was old so rot could be the cause.  My mom said it was windy so that could be the cause.  (Wind is bad1%of total replacement cost, $2900 deductable) I told her it wasnt that windy, I didnt think that was the cause. 

Second red flag.  The adjustor wrote wind as the cause so now I have to prove differently.  Its Tuesday now and the tree service brought the branch down, it was rot, I have pictures now and we can move forward. 

Not so fastThe adjustor calls me and acknowledges she has received all documentations to complete my claim.  Can we all do the math please?

$1200.  Tree Removal

    275.  Roof Repair

$1475.  Minus $500.deductible=   $975. Settlement (right?)

Wrong!  The receipt from the tree service noted that a $500 dollar debris removal fee was included in the $1200 dollar total.  The adjustor said I was not covered for debris removal.  Please review the policy cut-outs entitled Debris Removal and weigh in. 

Third red flag.  How can you not have coverage when your policy clearly states that you do?  Theres this little thing called exclusions.  (what?)  If lightening struck my tree, I would be covered for debris removal.  If wind blew the branch down, I would be covered for debris removal.  ($2900 deductible)  Rotten tree, Im not covered for debris removal. 

I took this matter all the way up the chain of USAAs command, speaking last to the Vice President of Claims, Mr. Bill Kohlvecker himself.   Kohlvecker expressed empathy for my difficult with understanding the technical verbiage in my policy but stated that he completely agrees with the position of his adjustors.  He made the executive decision to bring to a close an 11 year relationship over a $500 difference in interpretation. 

In short, IM NOT COVERED.  How should I feel about 11 years of loyalty?  Settlement amount, $475.