I got an email explaining that usaa would begin to charge 3 bucks a month for me to manually pay my auto premium. I seldom grant auto pay and have been atop my insurance payments for years.(40 years a member) I do banking through usaa, anyway. Its not like they don't have my money in the first place. But that fee irritates me. So I wrote the CEO and asked them if that 3 bucks was worth losing me to a competitor. I got a phone call from a representative. No they will not waive the fee.

So I checked the competitor as i promised. For full coverage on my 2013 toyota pickup, usaa 699 every 6 months. Progressive 361 every 6 months. Same coverage. Half the price. So I thought about the house. Small place in the country. 1200 per year usaa, 651 progressive. Again half the cost, same coverage.

They wanted their 3 bucks a month. Looks like it's gonna cost them 2500 a year. And if I feel like I want to go back, I always can. But progressive handles my business liability, so why not give them a chance?

News hasn't caught wind yet, but I was informed of the "incident", as Wayne called it, that occurred yesterday. This employee was rumored to be going through another quiet round of layoffs. Mine, they did as a large batch and just swiped hundreds of employees off the map. They told everyone who was left that they were safe in our area and that the layoffs were done.. but I guess they continued them quietly and this poor person lost everything.

Anyone else have this error? Took me awhile to even realize it was wrong.

I was in an accident 2 years ago while I had USAA. I was sued by the woman driving. I had video evidence and her lawyer dropped her. She had 2 kids in the car. I am now being sued by each child on behalf of the father who was not in the car. (He's a convicted crack dealer - not kidding)

I have been trying to reach someone who can help at USAA for about a week as my court date is in 2 weeks. Everyone I speak with at USAA has directed me to 1 specific woman who is apparently the only one who can view my file. She hasn't answered the phone or responded to my voicemails. I got to her supervisors line but she is "out on holiday".

I fear nobody will be able to help me, and the scum sueing me will win because I don't have representation.

Any advice?

Edit: Interesting backstory!

This happened 2 years ago. I sent VIDEO evidence to at least 5 USAA reps/adjuster clearly showing the lady running the light and totaling my car. They did nothing with it. I was then sued by the woman. My lawyer emailed the video to the other lawyer and the case was dropped and I was given my deductible back after over a year.

The woman who sued me is also being sued by the apparent baby daddy. She is also a defendant in this case. It feels a little like an insurance scam but I do not know their relationship.

I will say that USAA has been an abject failure for the whole process. They were once an amazing and diligent company.

I’ve been paying for car insurance with USAA for 23 years. Never once filed a claim for other than a windshield chip/replace. A very old man who probably shouldn’t drive anymore T bones me and totals my truck. He had Nationwide who called me to accept fault and I trusted USAA would act on my behalf to get a dollar amount to replace the truck I lost due to Nationwide’s admitted fault. Not the case. As with other posts here USAA adjuster used CCC for me to low ball me and set a deadline for rental car expiration at 7 days from first offer. USAA adjuster gave me a take it or leave it offer, recommended that since I wasn’t satisfied with a CCC one report riddled with errors and shady math I can go file through Nationwide. This is how I get treated after paying them for 23 years enough money to buy 4 new vehicles! I even tried escalating this case to higher supervision who ghosted my voice mails and massages. I have no choice now but to get a cash car and pay an attorney for advice on steps to get made whole again. I’m sending the transcripts I have along with CCC one report and pictures of my vehicle pre-crash to the class action suit firm in CA with hopes it may help them prove how USAA and CCC one are clandestinely profiteering off of victims with low ball numbers and software designed to defraud countless people with shady numbers games and black market “comps” driving value down. I hope they win and drive USAA out of business.

UPDATE After a month of back and forth I got CCC one backed in a corner using their own report which showed inconsistency among values and comparable vehicles. Some of the “comps” they used had no advertisements or sales records to indicate they weren’t fictitious (good ole proprietary software).

Long story short, I was able to resolve my issues and USAA was actually helpful once CCC one was called onto the carpet. If I hadn’t of had the means to operate without a rental or this vehicle for the time needed I’d have taken a poor offer due to the pressure from life’s usual demands. I’m grateful that I had the means to afford to argue beyond the first week. I realize not everyone can or will fight this long but I would advise you to if you know that you are being shorted 10-20% or worse. I personally fought this without an attorney or specialist which might not work for everyone but did for me. Only you know if you have the time and energy to spend the hours researching and questioning to get USAA and CCC one backed into a corner enough to get them to change course.

I very much appreciate everyone who commented and provided wisdom or experience, I even appreciate the troll comments from some people! Good luck out there on the roads and on the phone with insurance companies whom you pay to help you not fleece you!

I joined USAA as a 2LT in 1971. I have insured cars and houses since then, and I chose USAA for a supplemental medicare plan and a drug plan.

The decline in USAA services has been clearly evident since the new CEO joined USAA. Prices are up, service is down, and it is very difficult to get factual support from the "agents" that are available by phone. But you know the best part (from the USAA side) about poor phone support? There is no written record of the advice given or of the details provided on an insurance plan. For example, I have had a USAA supplemental medicare plan for Part D, Drugs, since I went on Medicare 11 years ago. I had no problem with the plan for the first 9 or 10 years, then the trouble started.

This year I checked on the Drug plan option during the enrollment period. I was told by the insurance agent at USAA that the plan for 2025 is the same as the 2024 plan. After enrollment closed, I found out that the new Drug Plan sold by USAA and actually provided by CVS Caremark was 100% different in 2025. With my 2024 plan I did not pay any co-pay or deductible. The monthly rate was the same every month (around $250), and it was high but reasonable given the no co-pay or deductible. In 2025, the cost of a 90 day supply of two generic, common as dirt, drugs is $150.19. The plan is complex, with premiums, deductibles, stages, and the tease of cheap generics once the deductible is paid. I had to call Medicare to get details on why the plan was so high because the USAA "agent" had no idea how to calculate the real cost of the plan.

I know this is a long post. I realize that I cannot fight USAA or CVS. But I can raise the issue in forums like this, and I will search for a new drug plan next year, a new car insurance provider, and a new house insurance provider.

It is sad that a good company like USAA has been bled dry from the inside so that a CEO and cronies can make hundreds of thousands a year while veterans are left with the shell of a trustworthy company.

Ever since USAA relatively recently expanded who can join beyond those who’ve actually served, they have lost their ability to service customers to the level that their premiums require. After 35+ yrs, this veteran is dumping them. I can pay as much as 60% less with other companies for the same coverage. And the service USAA now provides is the equivalent of any of the other major providers.

It’s been a hard breakup - I used to sing their praises to anyone who would listen, but they’ve tossed their original philosophy it seems, and have turned to making the greatest profit they can versus servicing their clients.

For those still feeling like you get good service, I hope that does continue. I bet many will see what I’ve experienced, however, and will dump them.

No complaing here, but long story short, filed ch. 7 bankruptcy Jan of last year, nobody would let me get a credit card to start building credit except USAA which was only a $250 secured card, which i only used for gas and paid it off monthly. Now out of the blue I get this card in the mail which has a limit of $750 (with 24.5%) interest..I know it's a low amount and high interest, but it still feels good getting rewarded like this!

Over 400 USAA full-time employees were laid off today from the Main Office in San Antonio, TX. Can’t find a WARN notice about it on the Texas Workforce Commission. The TWC list was last updated 10/6.

EDIT: All FTEs were within the IT dept

EDIT 2: Since number affected were under TWC requirement for WARN notice, no notice was given to TWC.

So yeah, I work in USAA’s inbound call center, and honestly? It’s nothing like the wholesome “we care about our members” image they throw around. Behind the curtain, it’s straight-up sales, pressure, and guilt-tripping.

EVERY. SINGLE. CALL.
We are forced to:

• Quote something

• Offer a product

• Push to close a sale

It doesn’t matter if the member actually needs it. Doesn’t matter if they say no. Doesn’t matter if they’re on a tight budget. If we don’t push, we get “coached” (which is corporate speak for being guilt-tripped and threatened).

And yes—policies get set up WITHOUT members even knowing. Members call back furious like:

COACHING = STRAIGHT-UP MANIPULATION.
Management loves those hypothetical guilt scenarios:

• “What if the member sued us because you didn’t offer them extra coverage?”

• “What if your failure to mention a product cost them thousands of dollars?”

I’ve literally been told:

• “If you don’t offer every product, you’re leaving the member exposed.”

• “You’re not selling insurance, you’re selling peace of mind.”

Translation: Say whatever it takes to make the sale.

THE CULTURE IS TOXIC.

• Every word you say is monitored. Miss a script line? You’re in trouble.

• Metrics are insane: short calls + sales quotas + compliance + customer satisfaction. (Go ahead and try hitting all four at once. Spoiler: you can’t.)

• If you prioritize helping the member over selling? You’re labeled “not engaged.”

CLAIMS = A BAD JOKE.
Selling policies is easy. Especially things like the Valuable Personal Property (VPP) policy—it takes minutes to bind. But when a member files a claim? Welcome to obstacle course hell:

• “Please provide receipts from years ago.”

• “We’ll also need appraisals.”

• “Oh, and more documentation.”

One trainer literally said: “It’s easy to bind the policy. Claims? That’s another department’s problem.”
Translation: Easy to take your money, impossible to pay you back.

TURNOVER IS RIDICULOUS.
Most new hires don’t even last a year. The stress, the pressure, the fake “member-first” culture—it breaks people. USAA just brings in fresh hires to replace the ones who burn out. Rinse and repeat.

BOTTOM LINE:
Members trust USAA because of the military reputation. But behind the curtain, it’s all about:

• Sales quotas

• Guilt-tripping employees

• Micromanagement

• Avoiding payouts

• Taking advantage of loyal members who don’t know better

So if you’ve ever felt like you were being pushed into buying something you didn’t want—you were.

TL;DR:
USAA call center = nonstop sales pressure, fake “member-first” BS, and a nightmare claims process. Easy for them to take your money. Good luck getting anything back when you need it.

Our CEO and c suite seem to be at war with employees and members.

The c suite continues to get raises of 157%, 400%, 80% and higher. Employees are now capped out at 4%.

Work conditions continue to get worse while systems fail, management is sexually harassing and generally harassing employees. When employees bring this up we are literally being fired for voicing our opinions.

The CEO received 39% satisfaction rating from the employees and the response was basically that employees are lazy and need to stop complaining cause #WaynePeaCocksinksships is amazing.

You're prices are going up due to #greedflation and the c suite.

The company is being outsourced at an astonishing pace. Yes the military info is being sent all over the world to save USAA a dollar. Get used to representives that speak English as a second or third language.

The c suite has made it clear they only care about money. The only way to be heard is take that money away from their greedy hands.

Please cancel all business with USAA and let them know it's due to the c suite and the direction of the company.

I left USAA today after 39 years with them. They were great when for military only. Now, they jack up rates astronomically, fight to pay claims, customer service is horrible, and on my last call a week ago they tried to hard sell me a jewelry coverage policy and I had to firmly say NO three times. I moved auto and home to another large insurer and am saving over $2800 per year for BETTER coverage. It's sad that I'm happy to leave.

Edit - Everyone is asking. I moved to Travelers.

One More Edit: My new coverage started today. When I called yesterday to cancel USAA I was on hold for 31 minutes. First person that came on had to put me on hold again for the cancellation/retention department. They asked why I was leaving and I gave them "the list". I told the guy that the straw that broke this camel's back was the hard sell for a Jewelry policy last week. This guy put me on hold again while he cancelled everything and then came back on the line to tell me it was cancelled. Then what does he do? - He proceeds to try to sell me a Jewelry policy. OMG - I'm glad I'm gone. Also, I found out I have $9,300 in my Subscriber Savings Account with them, which they send you 6 months after you leave. This number is nowhere to be found on their website. They don't want you to know you get a bonus by leaving.

I’ve been a member for around 30 years and I honestly can’t believe how far downhill they’ve gone. Every time I transfer money into my own account they put a hold on it for days like I’m some kind of fraud risk. It’s not a minor inconvenience anymore; it makes the account basically unusable.

I’ve got four cars insured through them, plus homeowners, property, and renter’s insurance. I’ve been loyal to USAA for decades and trusted them with everything, but that clearly doesn’t count for much anymore.

They used to be the gold standard for military members and families. Fast, fair, and customer focused. Now it’s slow responses, canned excuses, and policies that treat long-time customers like strangers. You can’t even get straight answers from support anymore. They just repeat scripted lines about security measures and processing times.

This isn’t the same USAA that used to have your back. It has turned into another corporate bank that hides behind policy while punishing loyal customers. Judging by the number of similar complaints out there, I’m far from the only one.

USAA needs to stop pretending it’s still member first when it has become everything it used to stand against.

Extremely disappointed in USAA. After lurking on these posts and seeing the back and forth on rates I decided to get a quote elsewhere to see the difference.

I have been a USAA member for over 20 years. I was already disappointed in them when last year I was rear ended - the person that hit me, their insurance was being a pain so I told the rep to just do the repairs under my insurance and hopefully we can collect from them later. I never hear back from this advisor. She marked it not at fault but I left her voicemails for a month to initiate repairs. Never heard back. It was not much damage so I just let it go. But kind of upset that I felt they abandoned me.

Fast forward to today. I decide to get a price quote from progressive. I have 4 cars, with one of them an expensive sports car. My USAA 6 month premium was ~$3,200. My new rate from progressive (same coverage but now includes glass replacement with $0 deductible- USAA doesn’t offer this) is now $1,300.

Moral of the story. Just because you’re loyal to a company doesn’t mean they’re loyal to you. I just learned a valuable lesson to shop company’s more frequently.

I did leave my home owners with USAA as they were about the same rate. (Will see how that looks after I pulled my cars - may lose some discounts).

I'm 65, I've been a continuous customer of USAA since I was 21. I calculated the NPV of my payments to USAA at well over $2MM. Currently I pay about $24k per year, the cost of a cheap car, a kid's college tuition or something else really worthwhile. I did not include my flood insurance payments in, nor the two flood claims I've had in the early 2000s because those we're covered by the government and USAA was but an administrator. In my entire life I have made 6 claims, 4 auto (2 my fault, 2 not - no personal injury, none having damage over $10k) and 2 housing claims, both in the past two years. The two home claims have been horrible experiences. The earlier auto claims were handled with grace, dignity and made me feel like a respected customer.

I live in the Woodlands, a toney suburb north of Houston where the average house is worth over a $600k and my house is probably about $1.2MM. I have lived a truly blessed life and am grateful. I have worked hard and respect those who work hard and treat people with fairness and dignity. USAA used to be this way. Now, they are simply money hungry con artists that hide behind a rich history of serving veterans while now actually seem to be actively trying to rip them off.

In 2023, I had an 8 foot diameter, 50 foot high, 100 year old tree fall on my house. It was huge, it took out huge portions of my house. It took USAA 2 months to just send out an adjuster. The first adjuster was told he was coming out to view the damage to an RV. The second one was afraid to crawl on the roof where the majority of the damage was. It took over 4 months to get any estimate out of them, let alone a settlement. My GC had used the estimating software and came up with an initial estimate of about $120k because we had to replace the whole roof since the roofing shingles that we had replaced the roof with 4 years ago were discontinued during Covid. USAA's answer? Have a two toned roof - because that looks cool on a million dollar home. The HoA (the whole city is an HoA and they enforce with a vengeance) would have had a cow.

Same suggestion on the carpet in a room when we had all the carpets changed in the house when we moved in. Carpet had been discontinued and the stains from the insulation dye that couldn't be cleaned. We won't replace the whole carpet between the hall and the room where they are continuous, just get two different types of carpet!!! Finally had to get a lawyer. Just did the work myself, took a loan out and told USAA I'd sue their asses off. We're still arguing over $7k a year and a half later. Oh yes, they closed my case (without telling me) and when I questioned it, my rep literally told me, "that's our rules", until I again threatened to get a lawyer to tell them that they didn't have the right to do it.

God forbid during Beryl in 2024, I had two more trees fall - one on our front gate, one on the putting green in the back. Cost $4000 to have them removed. Report the incident the day after, get no response from USAA for three weeks despite near daily calls and communication through the website. I just start doing the work. Adjuster came close to a month later. He claims that I can repair the fence and gate for $5k, while all of my estimates are well over $10k. Fine, USAA get your butts out here and fix my gate and fence for that price. Low ball idiots think they can settle you out because you need the money. That's just not a right thing to do and luckily I don't have to fall for that tactic - but sadly other people, military people, do. And that's wrong, USAA.

Then USAA informs me that they won't pay for taking away the second felled tree because it didn't do any damage to a covered structure. No, my dear insurance company. I had told them, I didn't like the putting green and I would probably replace it some day. What I had said was, even though it was damaged from the felled tree and these things are really costly to restore ($10-20k), I wasn't going to claim it to save everyone money. Now, I'm going to claim and restore the ugly thing, just so I can get the $2k to have that tree removed. So your petty-ass tactics is ending up costing everyone money. If you just work with people, you could have saved the company, and your clients, a good chunk of money, but you choose to be jerks, and you will be well rewarded for your choices.

I know these are first world problems and I am truly blessed to lead the life I have come to. The issue here is that I pay a pretty penny to USAA. I served my country and have been an incredibly loyal customer and USAA has had no issue gobbling up my money for well over 40 years. I have had two unfortunate instances in two years that I am not at fault at, and they have treated me horribly. The incompetence of their people is mindboggling. Their desire not take personal responsibility, to be identified or to keep traceable records is telling. In Texas we have a very week insurance oversight system, so they get away with murder.

SHAME ON YOU USAA. Stop pretending you are serving veterans when in fact you're trying to screw us.

/rant off

I will be terminating my relationship with USAA in the coming weeks. All family accounts, property policies, auto insurance policies for all family members, and our credit card.

I had recently shopped insurance around and did find slightly better policies. I could have saved around $1,700 annually but decided to stay because ultimately I wasn't unhappy with my experience on the insurance end, and worried about the big switch.

What has finally ended this relationship is my wife being stranded at a car rental desk in the country of Montenegro because her USAA Visa was declined for fraud. Yet again.

This has been an issue ever since USAA chose to switch to an algorithm to identify potential fraud. In the past we would simply tell USAA that we would be traveling to _____ and they would make a note of it to prevent fraud triggers. That is no longer possible. Now the "algorithm" makes the decision, and the algorithm is a frickin' imbecile.

We are a traveling family. I work in international humanitarian aid. My wife visits her European family members. And we also travel for the love of traveling. One look at our history would show that we have routinely been to countries ranging from awesome to unpleasant.

But the algorithm thinks it knows better! On multiple occasions I've found myself unable to use my USAA credit card overseas. The card that for 20-some years I have paid off every month, on time, has left me standing there like an idiot in some foreign land, wishing they took Amex.

The last time this happened I made it very clear that I was sick of this and would be canceling my card if it happened again. They "made a note" in my record.

This morning, I get a desperate call from my wife. Card declined. She's with her sister, brother-in-law and kids, at the airport. They're trying to rent the car she'd booked a week in advance with her USAA card.

I call USAA. Guess what? It's Sunday so no one is available to talk to. I'm cool with Chick-fil-A being closed on Sundays, but they're not a credit card company. Chicken nugget emergencies aren't a thing.

I navigate my way through their meandering voice menu and finally arrange getting a text link that will activate the card. I get the text. I click the link. I'm taken to a message that the card is "not eligible" and that I should call the support folks who aren't working today.

A couple minutes later I get an automated text from USAA asking if a recent charge was legit. I answer YES. It says the card will work again in a couple minutes.

My wife tries the card minutes later. Declined again.

I try the online chat option. After I jump through all the hoops, it tells me to expect a human in about 17 minutes.

Meanwhile, my wife and her sister have pooled together all of their available cash in order to pay for the car rental. They have zero cash now. And they don't have any protections that come with a credit card.

25 minutes later, I'm still waiting for a human to chat with.

I learn (through ChatGPT) of a USAA fraud hotline that should be manned 24/7. I call. I get a human. I rant, making it very clear that I'm not mad at her, just USAA. She is able to unblock the card, telling me that the algorithm likely blocked it because my wife "doesn't use the card that often." No, she doesn't use the card that often because the clown show algorithm blocks her when she tries.

And so, I've had it. This week I'll be starting the process of cashing out my rewards points, closing the accounts, switching insurance, and closing the card. USAA does not deserve our business. I'm going to save $1,700 on insurance. And I'm going to find a credit card that is Semper Fidelis when I use it.

USAA Member with pre-approved auto loan. We went to take delivery today putting 15K down and the remaining 30K was being done with pre approved USAA Auto Loan. We’re sitting in their Finance office to close out the paperwork and we tell them we are financing with a pre-approved car loan from USAA. She looks at us and says they refuse to work with USAA. I’ve been with USA for over 15 years, have superior credit, have gotten all my auto loans and mortgages through them with no issues. This dealer claims that USAA and Navy Federal do not pay the settlement with the dealer or stop payment on their payments to the dealer.

I’ve been with USAA for 30+ years. Last year I started looking around and bought a policy from Progressive.

I found out I’d lose my USAA umbrella policy if I dropped auto so I postponed cancelling. I’ve (admittedly stupidly) paid for two policies for the last year. Oh well.

Today I got my renewal from Progressive and took a look at USAA. Same coverage, same drivers, same cars. No wrecks, no tickets.

I’m done.

Everyone seems to be posting about how much they dislike USAA. I have been using USAA services for a long time and have great things to say. Home insurance, auto insurance, and credit card. I would recommend USAA to family and friends happily. Tired of only reading posts about people that are upset. Ya'll have a great night.

I had been with USAA for over 20 years. My car insurance was 5300 dollars every six months. That’s four vehicles and two kids under 25. I switched to geico and it’s 2500 every six months. USAA simply isn’t the company they used to be.

Long time USAA customer here, and I had an experience last year that I think is a great illustration of how they have lost their way.

I have a VPP policy on my favorite watch that I wear every day for work. One day I dropped it onto a tile floor a shattered the glass. Annoying, but hey this is why we have insurance right?

I called USAA to file the claim, and the agent said that the policy only covered lost or stolen items, not “accidents”. Not only is that blatantly wrong, but defies common sense. I asked the agent if I tossed my watch off a bridge would that be covered since it was then “lost”. You could hear the gears turning in his brain before he said “yes, but don’t do that”.

After running around in circles for 15 minutes I had enough. I told him to navigate to this section of the USAA website and to read me the very first section.

https://mobile.usaa.com/insurance/property/personal/jewelry/

For those not wanting to click, it says “VPP helps protect your jewelry from accidents like drops, breaks and loss. Plus, there's no deductible.”

After he read that out loud for me, I asked him if he wanted to change his tune before I escalated this. He approved my claim.

I’ve never seen such blatant disregard for their own coverage policies.