Report: #1042905

Complaint Review: USAA Property & Casualty Insurance Co.

  • Submitted: Fri, April 12, 2013
  • Updated: Fri, April 12, 2013
  • Reported By: Richard — Newport Rhode Island
  • USAA Property & Casualty Insurance Co.
    9800 Fredricksburg Rd.
    San Antonio, Texas
    United States of America

USAA Property & Casualty Insurance Co. USAA Melisa Pente-Daniels Extreme Bad Faith and Deceptive Insurance Business Practices San Antonio, Texas

*Consumer Comment: Terrible

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We had a serious fire on Feb.5th 2013 in Newport, R.I. and the house is now unhinhabitable for a year. USAA stuck myself, my wife, and two teenage sons, our beagle and pets in a single 2 bed hotel room for a week.  Then after complaining they split us up into two rooms where we have been now for 2 1/2 months.  We found out recently that we are entitled to a 3 bedroom home just like the one we had until a permanent residence can be found. USAA has not only failed to disclose our coverages to us but has lied about the Additional Living Expenses we are entitled to and is now trying to take the packing, moving, and storage of our damaged and undamaged belongings out of our property claim money which we need to restore and replace our lifelong furnishings. We have over $8000 in out-of-pocket additonal living expenses spent on food, laundry, etc... and not a penny of it has been reimbursed to us to date. They have been given all the receipts as well as our completed property claim sheet over 3 weeks ago and they refuse to do anything to help us. They  threatened to have us kicked out of the hotel this Sunday (April 14, 2013) but at the last moment today (friday April 12th)changed it to next Friday. With no home and no money from our claim where is this family supposed to go??? The USAA preferred contractor we used to get some of the big items out of the house took our stuff and we never heard from them again until 6 weeks later when they wanted us to endorse a ten thousand dollar check for house items that fit in a 10'x10' storage space. Servpro was at the house for 4 hours on only 2 days and had 20 on site hours of service. Yet they are billing us 160 hrs. worth of work. They are now under investigation by USAA (supposedly) and are being reported to R.I. State Attorney Generals Office for fraud and attempted insurance fraud. This goes on and on. USAA is a dishonest company and preys on people at their most vulnerable time. My wife and I come from Military Families and I serve in the U.S. Merchant Marine, mostly in the Middle East and I was due back to work 2 months ago but I cannot leave my family in this horrible situation. My father is a three star retired Navy Vice-Admiral, a highly decorated Vietnam Bomber Pilot and former Captain of two U.S. Navy Aircraft Carriers. My wife's father was also in the Vietnam war a Captain in the Navy and spent 17 years in a veterans home with multiple war illnesses before passing away several years ago. Her mother raised her ten brothers and sisters alone while her husband died a slow painfull death for 17 years. Both our families have been with USAA for over 50 years individually. We have been with them for over 20 years of our marriage. And they could care less. They are denying us every coverage we have paid for, lying about what we deserve when we ask and they never answer the phone. If calls are returned it is done days later and nothing is accomplished. We have had to found out what we are entitled to through internet sites set up by former insurance adjusters who are tired of seeing this happen to people. They DO NOT serve our military or its members and they have used our service members blood on the battlefield to build their empire as they well know service members pay their bills, are more responsible and a better risk than the average civilian, and they always answer to a higher command. It is disgusting what they have and are doing to my family after living in the same home for 16 years and paying them to be there if a disaster happens. Its crimminal, immoral, unethical, and shamefull. How do their military executives sleep at night knowing that crap like this is going on. Where's the accountability? You should read my file and daily log since the fire that I have been keeping. This belongs in the N.Y. Times. Maybe I should mail them a copy.  I wish someone out there would help us. Next week we will be calling the Red Cross shelters for assistance.                 
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This report was posted on Ripoff Report on 04/12/2013 09:43 PM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Comment


AUTHOR: becareful - ()

 How sad. For a company that supposedly prides itself on taking care of its military and for their supposed excellent customer service i say "shame on you". I have been a member for over 26 years. My mother (who has been a member for over 45 years) had a fire in her apaptmment approximately 1 year ago. While the initial claim was settled USAA hired a restoration company known as Puroclean who wasnt much different then Servpro.  I am about to file a complaint against this company. The sad thing is that after 1 year, USAA refuses to stand behind my mother as it relates to  the company they hired to restore her apartment. They have essentially left my mother out on an island to deal with this company. Puroclean damaged so much of her furniture, many peices missing, broken etc.. and now come back after a year and claim everything had  "pre exisiting damage" No documentation of such damage though.  I told USAA that we would not sign the check over to Puroclean until I had it in writting that USAA could reimburse us for the damage. So,I get a response form USAA stating that they would handle the claim with puroclean.  So, after a year, USAA now tells my mother to deal directly with Puroclean and "work it out". I find the only way to get things done with USAA is to keep going over the claims managers head to a supervisor. It takes months and months and they seem to be just to busy to handle any one claim properly. I have e mails from USAA stating that my mother would not have to deal with Puroclean and that USAA would handle it. When I get to a supervisor in charge of claims my phone calls essentially were to the effect of "dont worry. USAA has the power to make puroclean reimburse my mother for the damages". Well long and short of it is they want nothing to do with this company that they hired and my mother is the one left on an island to deal with this.  I feel terrible for you. My suggestion is to keep going up the ladder until you get the proper resolution. I hope you send your log into the NY Times.    

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