USAA Group - Auto

Pros: None
Cons: Poor service--look for a local insurance company with a local agent.

When my daughter backed one of my cars into another one of my cars in my driveway, I called USAA to check on my coverage. I just wanted information on my policy and they filled out an accident report. This incident took place on private property with no police report filed. Because my deductible was more than the incident, I told them to forget the entire matter. They didn’t!

I have six vehicles and my house insured with USAA and have been a member since 1962 (41 years). Now USAA has jacked up my insurance premiums and threatened to cancel my umbrella policy. I send them $655.50 each month (I live in western NJ). THIS IS SERVICE? Maybe we all should be looking for a different insurance company-one with a local person you can talk with instead of ten different people on the phone!

Advice: Don’t call USAA

Pros: Priced Well
Cons: Shoddy payment of claims. Lowballing the value of your vehicle.

They are priced well; however, make it back when you file a claim very much undervaluing your vehicle "we don't use NADA or Kelly Blue Book" instead they use a service which values your car about 50% of those services.

Pros: Great rates; fast and fair claim service
Cons: Need military affiliation

I wanted to weigh in on my recent claims experience that others have reported on in this forum. I recently lost my two year old car that was consumed by a fire that started in some condos next to the street where it was parked. Since I bought the car new, I was expecting to take a significant hit on depreciation. I had read some of the reviews in this forum that suggested I might not get a fair shake with USAA. That was not my experience. There was virtually nothing left of the car, so the adjustor called me and asked me about the features I had on the car. After I told him, including the new tires I had just purchased, he got back to me within the hour and gave me the appraisal. It was very comparable to what Edmunds appraised the purchase of a similarly used vehicle from a dealer. USAA continues to stand out in my mind as a first rate insurer with very competitive rates.

Pros: Yet to think of any positives
Cons: Every single aspect of dealing with this company has been negative.joshuaarendt@puregetaway.com

I was involved in an auto accident and USAA was the insurer of the other driver and wow this has been the worst ordeal I have ever been through. Dealing with there company has led to nothing but frustration and it's just truly amazing that they do business this way. I and my attorney have repeatedly filed medical bills with them to which we have heard the response of "we have not received the bills, we are processing them, we still have not received the bills, there is a mixup on our end, we are still awaiting the bills to be sent to us". They have changed there stories multiple times and have proven to be dishonest on multiple occasions. They do not return phone calls in a prompt manner if at all. Sometimes my lawyer and I have waited for weeks to receive a call back and then we've been forced to resend all the information to them yet again. I strongly urge you to use any insurance company but them as I do believe they will leave you stranded if you're in need of there help.

Joshua Arendt

Pros: Great prices
Cons: Unreliable customer service when you call or make a claim

I have been with USAA for 17 years now.

Recently, I contacted USAA when another driver hit my car from behind. The other insurance company, Sentry, assumed full responsibility and paid for my damages. The claims person from Sentry was easy to get a hold of and very polite. The claims person from USAA was impossible to get a hold of and was distracted while I was talking with him over the phone.

I would say USAA's customer service is fine if you have questions about your policy, or things like that. When it comes to claims, however, their customer service is very dependent on who you happen to get when you call. You may get a good, professional person, or you may get an inexperienced person that can make things difficult. It's the luck of the draw.

Pros: Good if you can get it - must have a military connection
Cons: None - top notch customer service - excellent rates. Super deal!

USAA is for military personnel and dependents only. As my Dad was a career military man, I was able to get covereage with them when I was 18.

They offer excellent rates, excellent service and have super customer service. They simply beat all other insurance companies such as State Farm.

You get discounts for multiple cars, they have branched out and offer renters insurance, banking services and have good discounts when renting cars nationwide. They also issue discounts when renting hotels.

They are a super company and clue you into ideas and savings. They don't try to push services on you - they just make you aware and let you make the choice.

They have a good web page that allows you to check on your balances, receipts, insurance payments etc... I check it all the time to see how everything is going.
So far, I have cars, renters insurance, and credit cards with USAA and am very thankful. I have used other companies but will stick with USAA from now on.

Great company - use them if you are eligible.

Pros: Customer service, pricing, attention to detail
Cons: None at all

I have been insured by USAA for over 5 years now. I have my renters and auto through them. In my experience I have never talked to a machine. They answer within a couple of rings. They go way out of their way for customer service. They have the best prices. If you find a better price they will match it. I have actually never complained about anything with them.

Pros: Excellent Customer Service, Great Prices, Great Products
Cons: None

Every time I've called USAA, they've been incredibly helpful and courteous. They make every transaction relatively seamless and easy for the user. If you have the opportunity to sign up, I'd recommend it without hesitation.

Pros: none
Cons: poor claims service for non-USAA policy holders and unprofessional claims representatives

Last month I filed an auto liability claim against a USAA policy holder. I found the USAA claim representative very unprofessional and quality of service very poor. The claim rep had me drive the car 30 miles to an appraisal center despite the fact the car was not safe to drive. I could never reach the claim representative on the phone and had to leave 3-4 messages before the claim rep would return my calls, always after several days have gone by. Contacting another claim representative was not helpful either as I was informed that I have to work with the claim representative assigned to my claim. They would not give me name of a supervisor either. It took over a month to process the claim. This is a very different experience I had in comparison with other insurance companies.

The USAA web site has no information in regards to filing customer/claim service complains. There's no information also on who are the company's officers or board of directors either.

Pros: Good customer service
Cons: For military only

I personally work for Amica. But everytime I have to communicate with a USAA rep over the phone regarding a claim. They are always very polite!

Pros: Affordable, courteous, great service!
Cons: None.

I have been insured with USAA since age 16, and I'm now almost 33.  Due to an unfortunate series of recent events, I got an OWI in Wisconsin (same as DUI).  Since I was sitting in a parked car waiting for my husband to pick me up when the officer pulled up behind me, there were no other violations involved.  I am contesting the OWI in court, but the Department of Transportation is still suspending my license for 6 months and requiring an SR-22 before it will approve an occupational license.  After reading numerous posts on the internet that USAA will immediately drop you and/or hike your rates astronomically, I was terrified to call.  However, USAA was WONDERFUL about the whole thing, and my rates are only going up by $6 for a 6-month policy!!!!  Don't believe the scary internet stories - USAA is the best!

Pros: Friendly service     Reasonable premiums
Cons: Poor claim service      Inefficient phone system

Have been with USAA for 28 years.  The phone system and difficulty reaching a representative and response to a claim (we have made 3 in this time) has caused us to rethink this whole company.
At the beginning, my father introduced us to USAA.  They were very good to him.  Although we did not have a local insurance agent, contacting USAA was easy and we were connected with agents quickly.  That has changed dramatically.  The agents are friendly, if you can get them on the line.
I do not want to go online every time I have a question. Just want to talk to a live human being.   Last time I called it took 45 minutes to get to the right person.  My question was simple and answered in less than 3  minutes.  Since USAA does not have to pay local insurance agents, maybe they could improve that.
We have made VERY few claims and small ones.  One time a car of ours was stolen and we went through hell to get low Blue Book.  With all the premiums we have paid, could they spare the measly $2400?  Nope we got $1700 after a LOT of haggling.

Pros: customer service, fairness
Cons: none to date

Have had USAA for banking for years, and then brought auto insurance under the same roof. The customer service is truly best-in-class, and they truly are fair about claims.