USAA Reviews 

Great Experience with USAA Insurance Claims Rep David Rodriguez from Tampa, Florida. The 45 minutes we spent on the phone getting details of my auto claim was the best experience that I've had thus far with USAA. A branch from my neighbor's tree fell on my vehicle doing substantial damage. David assisted me in retrieving all of the pertinent information that I need to file an accurate claim. He even waited for me to get my neighbor's name. I thought that my neighbor would objective to giving me his name. He was more than forthcoming.

I called for a tow truck 1036 and it’s now 1404??!!!’ Where is the tow truck????? Worst experience ever with this Insurance company.

Horrible Claims Handling

Never have I experienced such poor Claims handling. USAA is a reputable, and for awhile a top tier insurance provider. While certain segments are still holding true to that…their claims handling process, response times, escalations and lack of clarity barely hits minimum standards. Don’t expect much here.

Extremely difficult to get past the AI automated system and talk to a real person. Our adjuster was not even In the same state and they no longer come to our home. We've have them for 25 years-home insurance, flood insurance, credit card and car insurance. I could not even tell you the last time we have ever made a claim. We had sudden water in our crawl space. 2 weeks prior we went down to the space to locate where the nearest plumbing was so we could see if it was possible to get an outdoor shower. 2 weeks pass and we have the plumbers come in to hook it up but as soon as they went in and quickly came out saying they couldn't do the work bc there was standing water and insulation falling down. We had multiple people come in and it was determined that our seal to the HVAC suddenly broke, leaving a gap to the crawl space. So with the summer air and cold air blowing and merging, it created condensation. We discussed w our designated adjuster who we thought would come out. But they no longer do that. Our adjuster lives in Florida and we live in MD. So I've learned they put it through an automated system and find key words to deny people. Bc the word "humidity" was written in the statement referring to the cold air from the gap that was made from the sudden broken seal mixed with summer air - it created condensation which ruined half our insulation and had to have our crawl space restored to the amount of 10k to have everything. We even had 3 different people look to make sure as homeowners and sellers as well- that we were not negligent in any way that it was sudden. Yet they denied us. Now I'm finding out they have a *****51% denial percentage for 2025. In our new home we will be switching all insurances

Not the company it formally was. Executive pay and bonuses are too high--most are absurdly inflated. This company should be publicly owned to allow customers to evaluate market value and have access to internal and executive decisions.

Extremely high rates. Third party maintenance company called Prefix maintenance is a scam . If you have USAA don't opt into this service with Prefix

Wish I could give this corrupted company 0 stars They are scammers be aware do not get this awful company its horrible an to people that get in accidents because they will not cover their customers period scam artist RUN !!!

I don’t know what happened to USAA, but I’m a member since 1997 and I don’t know what was better the AI or the live person. Just to let you know, I thought the AI was retarded.

My father was a 20yr vet.My mother kept ussa even after father's death.I drive her around to doctors office groceries etc. Ussa has contracted other companies for vehicle assessment when a accident occurs totaled out mom's car when all it needed was a new bumper.said I had to send old title to there contactor in order to get paid on car.then I would receive a salvaged title salvage title was sent to a bodyshop that I told them no I wanted to keep the car fix it myself and take it to DMV to get inspection after I fixed car .USSA wouldn't send me my salvaged title. Month after month of lies I re- applied for salvaged title took mom's car to DMV passed inspection got a brand new title.Mom had automatic payment for insurance to USSA My Mons Debit card number was hacked so she had to order new one from her Credit Union called to let ussa know had nothing but trouble trying to get through received cancelations notice.kept getting runaround.After a dozen years or more this is how you can expect to get treated by USSA Insurance. I'm the son of the 20 year vet who had USSA and by the way both my brother and me served our country. Thanks alot USSA.Sincerely Robert R Sanders

I've been a USAA member for 26 years with nearly every product they offer. A joint account my son and I opened for his Air Force direct deposit was left with an inadvertent $0.27 balance when he switched banks. In January 2026 USAA charged off that 27 cents and reported it to Early Warning Services with the contribution reason "ACCOUNT ABUSE." I discovered it only when my $60,000 personal loan was denied. I paid the $0.27 in full immediately and the report shows it paid — yet the record still sits in the derogatory section as "account abuse," and I was denied again when I reapplied. USAA's own decision letter says the denial was based on "internal information and derogatory information," and Member Advocacy confirmed in writing that no credit pull was even made. An automated system makes the call with no human underwriter, and the CEO's office declined to help, calling it "policy and procedure." USAA once stood for a personal touch and taking care of its members. Branding a paid, inadvertent 27-cent balance as "abuse" and hiding behind policy is the opposite of that. I'm not asking for special treatment — only that USAA remove the "abuse" label and let a human review the decision.

After over 30 years as a member I can no longer support this company.
Wayne Peacock should be in jail.
The insurance side of the company is a rip off. I changed that last year.
Now the banking side is just as bad. We recently went through a scam instigated on FB Marketplace. We sent money to someone we thought was real. Unfortunately, we made a mistake. However, we called USAA and asked for help with utilizing Zelle in order to send the money in the first place. We transferred a significant sum. Then we realized the scam that we were a victim and called the fraud department of USAA. They basically did nothing. They kicked the can down the road for 3 months. They made zero attempt to identify the scammers despite they hold all the information available to investigate the fraud. At the end of the day we were stupid and lost the money that we sent. But, the real issue is that USAA has no interest in chasing these criminals. It’s not their money. At the end of the day there was a lot of placating and fake concern and regulation commentary only to end with zero assistance and a very nicely worded “you screwed up, not our problem.”
We’re off to Navy Federal!

I was referred to USAA for all my insurance needs by my dad. Big mistake.

When determining your home's insured value, USAA doesn't consider your prior coverage at all. Instead, they have you download an app and walk around your entire house, inside and out, taking pictures from every angle. Those photos get sent to a third-party vendor who generates a computer-based valuation of your home.

Ours came back outrageous, with zero consideration for our actual location. Of course this benefits them: over-insuring properties means more premium dollars in their pocket. Then the real game begins, with significant rate increases starting in year two.

When I called to cancel my policies, I specifically requested a cancellation date three weeks out. Instead, the representative cancelled everything immediately, that same day. I didn't catch the mistake until two days later, at which point I had to call back, get everything reinstated, and then re-schedule the cancellation for the correct date. Once that mess was sorted out, I received refunds for the overpayments.

Then, two weeks later, I received a bill for $1.99. I called customer service, and they looked into it but said there was nothing they could do; I needed to pay it, despite having already been refunded on that same policy. The rep actually told me, "Don't worry, if you don't pay it, we don't send that small an amount to collection agencies." Excuse me? So you're telling me not to pay a bill you issued, but you can't just write it off?

Weeks later, I got a call from someone claiming to be "from the CEO's office" about my dissatisfaction with the $1.99 balance. I explained the whole situation, and she said, "I spoke with the CEO, and we can't waive the $1.99 you owe on the policy." Sure. I'm certain the CEO of a multi-billion-dollar company was personally consulted about my $1.99 balance.

Consider this your warning: stay far away from this company.

I believe this company enjoys messing with people's money. I believe they get some kind of satisfaction from jacking with people. I am due a refund from canceling my homeowners insurance policy but trying to collect that money seems to be an issue with them. They have every excuse in the book as to why I haven't received it yet and telling me how much longer it could be. I've been lied to several times over been passed around and put through hell. It appears that they put these agents through sensitivity training as the response back is ...all that must be frustrating , I know how frustrated you feel and I would feel the same way. What they should be focusing on is practicing good business ethics as USAA has none of. Typical for an insurance company, they'll take your money ASAP but they have problems parting with it. I sure am glad my house didn't burn down underneath their coverage because i'd be living in a cardboard box right about now. And as far as being friendly towards the veterans? Further from the truth. if you're thinking about using USAA for anything think twice don't do it do your homework look into it look into them.

I am completely fed up after being a loyal customer for 20+ years! I have wasted over an hour, trying to get past their A.I. BOT, their non-working VRU that does not recognize when I choose option #1 from my cell phone and I am ready to switch insurance companies. I see online that this company that used to be the gold standard of insurance has gone downhill. Very disappointed! Michelle

Switching from USAA to another big name insurance company saved me over $100+ per month. Before switching I called USAA to see if they could lower my rate for the same coverage and I was told that it couldn’t be lowered without removing coverage. I went from paying OVER $200 a month to less than $100 for THE SAME COVERAGE!

Horrible people. I co-signed for an auto loan for my daughter. It ended up being a total loss. There was a payment due during the 10 day guarantee of title. They were informed of the total loss. They took a payment out then reversed the payment after paying the total loss leaving a balance. It was unknown to me until someone from "claims" actually "collections" started calling me and harassing me. On top of that they lie. Could not speak to a Supervisor. No one could explain why they did what they did. They also were calling my wife and harassing her when she had absolutely nothing to due with anything. I just paid the 498. They are losing far more than that no more auto loans and no more insurance. Progressive was much cheaper.

Their information systems have not kept up with the complexity of the business. As a result, when I call in to cancel my boat policy their phone system transfers me to Progressive Insurance, which is a company USAA farms some of their boat policies out to. There is no way to speak to a human at USAA to straighten it out. The website does not have the function of cancelling policies, the bots cannot (but re-ask questions repeatedly), the "live agents" have no authority and can only suggest that you try calling some other department. It is a total mess. 70 years ago USAA was a great company, now it is mediocre at best. It used to be that current and former military could confidently get their insurance with USAA and be sure they were getting a good rate and great service. Now people who still believe that are being fleeced.

Terrible. They will raise your rate every chance they get and hoping that you will just ignore it. They will then make it as PAINFUL as possible to cancel, requiring that you call a representative (30 minute+ wait by the way) and argue with you over the phone about why you should not cancel and not stay with them.

You can repeatedly tell them to cancel multiple times and they will not in fact do that until they have hassled you over the phone for at least 5-10 minutes, or longer if you let them. I don't want to ever give them another cent in my lifetime.

If I coud give anything lower I would I ave for 2 years had nothig but issues with USAA. Closed accouts when told that I never sent info that I actually sent in. Refusal to speak with supervisors when there are ones available different stories an lie told by reps until finally getting someone that knows how to do their job. DONT BANK HERE it is a waste of time and will ruin any credable business practices and activities you'r trying to conduct

Someone drilled a hole in my condenser unit which dumped the Freon charge causing the compressor to seize. They sent HVACi to assess the tech stated the cause for failure was the hole and cascade effect causing compressor failure. Come to find out HVACi is like a workers comp doctor designed to generate denials. The representative I was speaking with from claims hung up on me after I asked for a supervisor as to escalate the situation stating “ well this conversation isnt going anywhere” highly unprofessional and genuinely despicable that you as a company state to serve service members yet aim to screw them over.