Pros: Used to be customer, miltiary centered and focused.
Cons: 800 number call tree hell. Web site policy. Disinterested reps.
USAA has gone brain dead. 5 years after my 2005 bankruptcy, I have now been relagated to their second-tier web site that does not allow me to do all the things their non-helpful phone system suggests I do on USAA.com. This only happened in the last 30 days for a FIVE year old bankruptcy that included one of their credit cards.
In addition, I have a claim for my swimming pool loss due to hurricane damage, and I have only talked to my 'representative' once in almost a month despite repeated attemtps to reach her. She can only be reached during business hours, but you only get her voicemail which never results in a call back. This particular rep is also clueless as to what my policy actually covers and seems disinterested in me.
I used to tell my enlisted troops they couldn't go wrong with USAA, because it was military for military. Now USAA seems to be turning into just another worthless insurance company collecting money and ticking off customers, telling them to like it or lump it.