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  • Report: #474889

Complaint Review: USAA

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  • Submitted: Thu, July 30, 2009
  • Updated: Sat, January 23, 2010

  • Reported By:Dover Delaware
USAA
9800 Fredericksburg Road San Antonio, Texas U.S.A.

USAA Property Claims Property Claims San Antonio, Texas

*UPDATE EX-employee responds: USAA cuts corners

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As I sit here and think about my coverage with USAA the more I get angry!
I recently had a break in, and the thief took jewelry and a Rolex watch my father gave my fiance.
Well,..when I did call USAA, the initial person I spoke to was nice,..then it turned ugly.

During the robbery I had some figurines on a stand that were broken, most were crystal elephants. There were other figurines that were broken as well, more like collector items.
When I told the claims adjuster what items were broken and stolen, she sighed. I can hear her actually sighing as she took the statement.

Now,..the strange part is,..the claims person I gave the statement to, is not the adjuster signed to my claim.
I have yet to actually speak to her, we've only communicated via email.
Well my fiance was getting tired of all the run around that USAA was putting us through. They asked for replacement cost on each item, so I went on the web and found each item and and the replacement cost.


Not only have they not processed the claim, they sent out an investigator!
This man asked me questions that were totally off the wall!

Asking me how many other claims I'd had, where did my father buy the watch, who did I give certain jewelry to.
He also wanted to see the entry point of where the thief broke in, so I showed him, then he wanted to see the jewelry box which was in our bedroom, now..my fiance was asleep in the bedroom and when I told the investigator this, his response was: "I'll just take a quick peek."
I was outraged! He continued to ask me tons of questions, even personal things which I felt had no relevance to the claim.

I asked him was all this necessary and he never responded.
So after he finished his interrogation, he asked me "what have you learned?"
What in the h*ll?? That was just crazy!
Here I was devastated that someone broke into my home,..broke things, took things and upset my entire well being,..and to have an insurance investigator come in and act like you are to blame!!!


USAA has always been good about replacing any piece of jewelry that I've lost, they've been good about replacing things when we've had them damaged by water. Now I have to go through being interrogated by an investigator.

I understand an insurance company making sure claims are legitimate, but this incident took it to a whole new level!
The man was uncaring and very smug, he looked around my house as though I'm not suppose to have nice things, that because of the pricey items that were stolen and broken that we are trying to get over on USAA.

I felt violated again by this man, and no longer trust USAA for any of my insurance needs.

Lovey
Dover, Delaware
U.S.A.

This report was posted on Ripoff Report on 07/30/2009 09:27 AM and is a permanent record located here: http://www.ripoffreport.com/r/USAA/San-Antonio-Texas-78288/USAA-Property-Claims-Property-Claims-San-Antonio-Texas-474889. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE EX-employee responds

USAA cuts corners

AUTHOR: Typer2k1 - (U.S.A.)

USAA tries to pay as least as they can which is not right, as a previous employee we were told to not pay out the full amount of the claim but to low ball and if we got push back to stick to our guns.  Make a complaint with your local department of insurance because many of the adjusters that work there are high school grads with no previous claims experience and do not know how to read the policy contract.  The adjusters mostly walk around and chat with each other when the calls are ringing off the hook and let it roll to voicemail. I made a claim that was denied, but when i reported it with the state department of insurance they overturned the decision and i was paid out.

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