• Report: #529336
Complaint Review:

United Services Automobile Association (USAA)

  • Submitted: Fri, November 27, 2009
  • Updated: Sat, January 23, 2010

  • Reported By: Arda — Paradise Texas United States of America
United Services Automobile Association (USAA)
9800 Fredericksburg Road, San Antonio, TX 78288 Internet United States of America

United Services Automobile Association (USAA) United States Automobile Association A customer for 36 years! THEY LIE, CHEAT, Refuse to pay Contents of house fire even though I have full replacement insurance, they DEPRECIATE IT! Internet

*UPDATE Employee: USAA is shady

*UPDATE EX-employee responds: I'm so sorry they are doing this to you.

*Consumer Comment: Unfortunate Occurance

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I have been a customer of USAA fo 36 years - since before the death of my Marine Corp fighter pilot husband in 1972. I've had car insurance and home insurance with full replacement/no depreciation with them. Then on October 17, 2006 my Special Needs adopted son left a lamp on his bed. It fell over - caught the bed linens on fire. He crawled in bed with me not telling me what had happened - he was 9 years old at the time and had been in Special Ed/Early Childhood Development since he was 3.

My home burned on one end, but temperature in the attic reached excess of 2600 degrees and the entire house and contents were devastated with sweltering black soot. Ruined everything. USAA's reps appeared saying "You have available x amount of money." What they failed to say was "we'll be damned if we're gonna give it to you, and will try everything within our powers to NOT pay ." They've done a good job of exactly that.

FULL REPLACEMENT HUH - do not believe them. First the house - my mother was very ill and I decided I'd just pay off most of my mortgage, put a small dbl wide on the property and go take care of my mother........WELL - if I do that, then they keep $60,000. SO - I'll rebuild.......even got a bid for $389,000 from a competent builder....their adjuster bid $342,000 and refused to go higher - it's been a battle ever since......and they reatained $41,000 which they won't pay till the house is finished..........that's bad. BUT it gets worse.

Contents coverage was $270,000.......itemized list is in excess of $300,000......and it's supposedly full replacement, no depreciation - even says that on the top of the page - NO DEPRECIATION.......so why are they withholding $93,000 approx in funds - refusing to pay until I replace the items...........what if I do not want to replace everything I had accumulated for 40+ years? I'm 65 years old - maybe at this age I should put the money to better use.  They don't care. They refuse to work with me - refuse to release any of these remaining funds - EVEN THOUGH I"M IN FORECLOSURE because AHMSI mortage company has refused for over a year to release the last 25% of my insurance structure funds so I can finish rebuilding my home and I had to take mortgage payments to repair my home.

SO here I sit - USAA had $21,000 structure insurace they wont' release till my home is finished - I can't finish without those funds.  USAA has $93,000 plus funds in depreciation - oh wait - they don't depreciate, right? BULL - now they call it "withholding" funds they wont' release.........THEY OWE ME excess of $100,000.......and I'm losing my home. HOW IN the name of God, did our country get this way.

Lots of complaints against USAA......class action suit? Only forked tongue unethical lawyers win and the rest of us still lose. and USAA - on my - they have a whole department of forked tongue lawyers waiting to earn their stripes by making sure the company does NOT have to pay what I've been paying for 36 years for - protection in case of catastrohic event!

DO NOT GO USAA. Years ago - they were wonderful. Until my home burned, I'd have invited everyone to go to USAA.....don't know if it's the change at the top or the greed in the middle, but they are NOT where you want to be.

God Bless - if you're with USAA - you're going to need it.

This report was posted on Ripoff Report on 11/27/2009 09:09 AM and is a permanent record located here: http://www.ripoffreport.com/reports/united-services-automobile-association-usaa/internet/united-services-automobile-association-usaa-united-states-automobile-association-a-custo-529336. 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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#1 UPDATE Employee

USAA is shady

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

The best action you can take is to make a report with your state insurance comission, USAA prides itself in its low complaint scores with the state insurance comission and the more complaints they have the worse it is for them, and the insurance comission can help you resolve your claim
do not let them get away with this!
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#2 UPDATE EX-employee responds

I'm so sorry they are doing this to you.

AUTHOR: USAAistheworst - (United States of America)

The rates are great and it is cheap but the service was also cheap.  You might just chalk me up to a disgruntled employee but I left the company myself.  This place is disgusting.  They pay great benefits for the right to treat everyone like scum, and their members... thats worse because they are the ones bringing in the money to the company and them they treat the worst.


I have seen them make exceptions for 40 year members who lie and try to commit fraud by giving them a slap on the wrist or allowing payment on a claim they had no coverage for because they have 200k in investments through the bank... this is wrong.  COMPLETELY WRONG.  On the other hand, they have denied claims or used bad credit in investigating fraud and denied claims when that was the only indicator that popped up. I'm glad I left, I couldn't hardly sleep at night and wished that some car would hit me on the way to work just so that I wouldn't have to go. 



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#3 Consumer Comment

Unfortunate Occurance

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

If you have a mortgage on it and have some kind of loss, you are obligated to restore the value to the property even if you want to pay off the mortgage. Rarely will the insurance company allow you to pay off the mortgage because of a claim.

Regarding the contents, it is a portion of your coverage A, which is your dwelling. They will pay the amount up to what is listed on the declarations page of your policy for that coverage. Now, what you had is actually limited replacement cost. That means that the insurance company will reimburse you for whatever you have purchased. This is something many people do not understand about insurance companies.. Is it full replacement or limited replacement.

State farm is notorious for holding funds back when there is a claim on a home. So what they are doing isn't out of the norm, it's just a huge inconvenience.

I hate to say it, but everything they are trying to do is legal. Next time, hopefully your will read the insurance packet they send you and ask more questions.
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