USAA (Riverwalk)

Dustin Peregrin a year ago

After 22 years with USAA, I finally had to file a total loss claim—and it was a nightmare. An uninsured driver totaled my car, and my adjuster, Paul, immediately misrepresented my coverage and deductible, telling me I was only entitled to $25K when I actually had $100K in uninsured motorist protection and said I had to pay a $1K deductible even though It was $250. He also made me return my rental prematurely and then ghosted me for two weeks. When I finally tracked him down, he claimed he had "just received" my total loss offer—except the document was dated 19 days prior. He had it the whole time and never sent it. The offer undervalued my car by over $3,000 and contained multiple errors. When I pointed them out, Paul condescendingly told me I "didn’t know how to read the report." After another week of silence, he finally admitted he was wrong about everything—my coverage, deductible, rental, and car value—but gave no apology or explanation. I requested a new adjuster. The supervisor, Maggie, claimed my concerns were "important" but ignored my requests, refused to communicate via email, and only called when I had already told them I was unavailable. The lack of accountability was staggering. At this point, it became clear: this wasn’t incompetence—it was intentional. If I hadn’t caught their mistakes, they would have shortchanged me. How many others have they done this to? USAA used to be great until they atrophied all the ancillary services that set them apart. Now, their loans aren’t competitive, their banking has declined, and their claims process is a scam. It was a tough decision but I’ve left them completely—Banking and insurance. If you're thinking of joining USAA, think twice.

Lannis Temple 4 years ago

I love USAA. They've done a stellar job, compared to other companies. However, the roadside assistance partner Agero is absolutely dreadful. Every time I've had to call roadside between keys locked out to car accident tows they've been completely unreliable and noncommunicative. Towers show up without scheduling a time or warning. They've lost my appointment multiple times every single time I call them and then lie about a request being filed once usaa is on a conference call, even though usaa filed it. USAA stood for reliability. If these are the people they choose to partner with then it calls into question how much they value reliability. It's depressing to watch them outsource and slack on maintaining standards.

alton mccarver 6 years ago

USAA, they are good but they are TERRIBLE when it comes to roadside assistance. 2 hour wait for a tow truck seriously?? Not only that Im on my 2nd towing company and I called at 6:15. Initial tow service was due to arrive at 730ish now its 15 mins till and all of a sudden a new company is contact with ANOTHER HOUR of wait time. USAA you have to do better, yall standards are higher than the level of service yall are providing.

T Searcy 7 years ago

USAA is a great company but some parts are not as good as other. USAA mortgage department is not worth your time. If you need a home loan I would look somewhere else. My wife and I went to get a home loan and were not able to get one. I have bought and paid off 5 homes to include the one I live in now. I bought my current home in 2015 and it is currently paid off. My credit score is in the low 8 hundreds. My wife and I were pre-approved in 5 minutes. Then after working with them for 2 weeks we were denied. My wife was in tears. I told her not to worry. That night I called Quicken Loans and was pre-approved again. Now we close on the house on the 14th of March. Yes, I will probably pay this home off in 5 years or less. I am guessing this does not work for USAA mortgage department.

Mauricio 6 years ago

Been with USAA for over 13 years. I'm a first time home buyer and had the worst experience ever! Customer service was awful they don't return your calls if your lucky they will return an email.