USAA auto insurance agents do not investigate claims unless forced by lawyers
Written: Jun 01 '07
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Pros: They finally did their job when forced to by a lawyer.
Cons: To get them to do their job it took a lawyer.
The Bottom Line: I would recommend banking through USAA, but I would definitely look at insurance elsewhere.
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| jeannetteh's Full Review: USAA Group - Home |
My husband and I are both active duty Marines. While in DC to run a marathon, our rental vehicle was hit while parked in a hotel valet loading zone(we did not park it--the hotel valet did; we were waiting to enter the vehicle), and neither of us were in the driver's seat yet. The individual who caused the accident was also insured by USAA.
He admitted guilt to me, gave me his insurance information, and since it was late on a Sunday evening, that was more or less all we could do at the time. I also took down eyewitness information (the hotel valet came forward voluntarily as he'd been right there for the entire event), just in case the other driver backpedaled.
Sure enough, the other driver told USAA that somehow we had caused him to drive into our parked car. USAA called me and told me that since it was "he said, she said", they were holding us both negligent and that I had to pay for the damages to my rental. When I asked if anyone had bothered to read my statement or call the valet, who worked weekends, the USAA agent assigned to my case said, and I quote, "No. I don't work weekends."
End result was that I had to ask a lawyer relative to handle the case for me. After he sent a letter to the VP of USAA, demanding answers, and to the specific USAA agent and her boss, USAA backed down, and paid the rental repairs under the other driver's policy. It took 7 months of repeated phone calls, recorded statements, and letters.
After the 7 months of constant work on this, I finally got a single page, tersely worded letter informing me that Dollar Rental Car had been paid through the other driver's account since I was not negligent.
I have received no apologies, no "sorry for your inconvenience", no word at all from USAA. I've called three times since I received the letter to try to find out what finally changed their minds, and no one calls me back.
Overall, very negative experience. After banking and getting mortgage and insurance from USAA for over 10 years, I expected much, much better.
Recommended:
No
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Epinions.com ID:
jeannetteh
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Reviews written: 1
Trusted by: 0 members
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