Is USAA A Good Insurance Company? Reviews From Over 3,322 Customers

I drive more than one car, including others' vehicles where I'm insured. I might only drive my own vehicle once or twice in two weeks. They track my travels from my cellphone, assuming I'm driving my vehicle, but that's not always the case. How do I communicate to them when I'm actually driving my own vehicle?

They start off with low prices and then increase them.

High care factor.

USAA is a great company. It provides excellent customer service.

I love USAA and have been insured by them for 35 years. Unfortunately, their rates have skyrocketed and I can no longer afford them. It saddens me that after all my years as a faithful customer, I am being forced to seek insurance coverage elsewhere.

I have always had excellent service. It's more expensive than some others.

USAA is a great company, unfortunately, the rates went up a lot!

Very good.

They performed well when needed.

Great customer care!

I am okay with USAA auto insurance.

I have no issues. I am just doing comparative shopping.

Overall, it's value for the dollar.

My experience with USAA has been excellent, quick, and easy. I've had two claims over the past ten years and both were handled with care, compassion, and ease.

It's very good, I don't really want to change.

I've been with them for 55 years, this says it all!

USAA has been great, other than the slow processing of our claim when my husband had an accident. They still haven't paid the hospital bills. I haven't had a terrible experience with them, just looking for something cheaper if it's available.

Check around for rates.

The staff is very nice. I'm new with them and have never filed a claim.

They are fair.

USAA has become increasingly expensive. We can't afford to pay over $2000 for six months of coverage.

Very good service overall.

They increased my monthly payment by $125. They only explained that everyone in VA experienced a rise. When I asked when it would decrease, they did not provide a specific time. I would like to point out that my car's catalytic converter is under the hood and attached to the cylinder head, not underneath the car.

USAA started off well, but the price has increased without any explanation. We had trouble with their driver monitoring system. It took several calls to get it fixed, and it still doesn't seem accurate.

Shop around for coverage and compare exact coverages with other insurers. Depending on your area, USAA might not be the best option.

Too expensive.

Great experience

Awesome, more than I expected.

I would like to pay my bill myself, but I can't access the payment section to make changes. They keep raising rates, and I'm forced to pay insurance on a car that doesn't run. I don't think this is fair.

I love the level of service and the products they offer, but it is becoming too expensive.

It's cheaper than anyone else, if you or your family served in the military.

USAA's Safepilot often makes mistakes. Despite this, their insurance rates remain quite high.

Awesome

The company is good, but it has become too expensive.

If you have an opportunity to work with USAA for your insurance needs, I'd choose them over any other insurance company right now. I guess it's because they have offered me better rates that no one else can beat yet!

The agents are friendly and provide prompt service. However, the premiums seem rather high. The auto insurance for Arizona is much higher than that of California.

Excellent, but not price competitive anymore.

It's good as long as you never file a claim.

Great insurance. It's easy to contact them for any reason.

They are responsive and easy to deal with. I earn back money periodically as a loyal customer. They offer SafePilot as an incentive to reduce premiums.

After all these years, I have never had one problem. Great company, great staff.

They provide coverage exclusively for active and veteran servicemen, along with their families. I believe every insurance company should offer something extra for veterans.

No one beats USAA.

They addressed all of my concerns, so I stayed with them.

I've been impressed with how they've handled my situations.

USAA is a good insurance company.

Their storage program is very good.

This used to be a great service, but now I am looking for a lower insurance cost. I am making $2000 less a year. It's hard to pay $188.00 a month when I only get $1480 a month.

They are always helpful when you call, and they are respectful to the members.

USAA truly cares about their customers and goes above and beyond to ensure they are well taken care of!

They have always fulfilled my requests. I have been with USAA for 32 years.

There is no senior discount available.

Don't hesitate to follow up and express your concerns. They used to be excellent, but now they are just good. I have been a member for over 60 years.

It's been a great experience. I need to spend less money on my insurance now, if possible.

Great, I have no complaints.

The quality of service largely depends on the representative you interact with. We had an excellent representative, so our experience was excellent.

I would highly recommend USAA to any of my friends. The employees are always courteous and have answers to any questions you may have.

Invest more in customer service and less in advertising.

They have been great over the years.

Lower the cost of vehicle insurance.

Increase in premium

Too expensive.

They claim to support veterans, but they keep increasing their prices.

They doubled my payments for no reason.

They're raising my rates. I can't afford the rate as I am on social security!

Poor customer service.

I've had one auto claim. They sent it to an unauthorized shop and used used parts. They left the fender unbolted and took so long that the rental car ran out.

The communication system is horrible!

They have increased my rates and denied me services, even though I have been banking with them since 1998. They have also denied me auto and personal loans. I need individual insurance, not household insurance.

They quote a low price, but then, without notice, your insurance doubles even without tickets or accidents.

They cancelled my car rental twice while I was waiting for my parts to arrive and for the body shop to schedule repairs.

There's no waiting to get answers.

They are raising my insurance too much.

The claims adjusters and agents are very confrontational and unprofessional. They lack civility and respect. Their business practices are nightmarish, as they seem eager to assign fault and close the claim. They are rushed, hurried, and rude.

My insurance went too high after a wreck, and I can't afford it. It was 60/40. I know the police report is written in stone, however, a mistake was made.

The customer service and ability to update the phone number are commendable.

The premiums have increased every year since we joined. My car, which is a 2017 model and has less than 25k miles on it, should not warrant such increases. It's ridiculous that my rate keeps going up.

They are rude, and unlike other agencies, they don't offer a grace period. They charge a late fee even though you've paid it through your agency.

They have poor communication with their customers.

They won't insure Florida houses. I had to sue them three times to get paid on two different claims. Once to get PIP and then to collect for an underinsured motorist who hit my wife. They lost instantly in court on the PIP. Their lawyers kept advising USAA to pay policy limits on the second claim and finally they did, two years later, an hour before court. Much later, when a red light runner totaled my brand new truck, they tried to pay me 70%. After three years, they settled for more than I initially wanted. As a veteran, they hold a 'special' place in my mind on this Memorial Day weekend.

The rates are too high.

Three other competitors have lower rates, but USAA said they couldn't match them, even though I have no accidents in 40 years, no DUIs ever, and no traffic violations in 50 years.

After being a premium customer for over 20 years, they gave me a very high rate.

Your answering process is too tedious.

They raise prices for no apparent reason.

Because there is no grace period like our former insurance company had, and you charge a late fee if you receive the payment the next day, I might look into another company.

Not great service once you're a member.

They tend to make changes and cancellations to coverages randomly and with poor communication with the customer.

Average. They keep increasing costs greater than the cost of living, even without claims.

They are overpriced. I was with them for 15 years and they charge $100 more a month than Geico.

Very expensive.

They lied to me and raised my rates.

The first line of customer service is inexperienced.

They are disorganized, hard to get hold of, and there's so much miscommunication. They do not care for their clients.

They raised my insurance too high.

They increased my rates without any accidents or tickets.

I intended to give two stars. The reason why I am giving USAA such a low rating is because of a recent experience. The police told USAA that an accident was the fault of the other driver of a truck. I was not behind the wheel, my aide was. The key point is that both I and the police agreed the other party was at fault. The problem is that USAA has a system which seems to make them lose cases. This is due to mandatory arbitration. The issue with this arbitration is that the other side can indicate that they have evidence which is not available to USAA or to their client, me, and this is not to be divulged to me or USAA as part of the agreement to do this procedure. This allows the guilty party to get away with the accident because USAA does not want to get involved in lawsuits or any righteous way to determine guilt. So instead of shared guilt which most suits are about, USAA will allow the other companies to get away with accidents by the arbitration procedure which does not reveal the other parties' evidence to either their client or themselves. This means USAA sets up their clients for losses that they could have gotten back, plus the reputation for accident guilt which is baseless, because USAA let the other insurance company and their client off the hook by the arbitration procedure I am talking about. Not only did I lose a case where the fault of the accident according to the police, and myself as a witness, was the other party's fault, but USAA set me up for this bad reputation by their arbitration procedure which did not allow me to see what evidence the other party was offering. This allowed the other side to find people who were not at the accident to make false testimonies. So, if these people can't be questioned by the arbitration procedure and remain unknown while the police report is the public report of a known police officer, I lose my deductible and my reputation because USAA accepts a dishonest arbitration that has a 'beat it' procedure, and does not give extreme weight to what the police investigation revealed. To put it simply, USAA is letting its own policyholders down.

They are raising my insurance payment.

They don't coordinate my homeowner's insurance payment with my escrow account!

Automated phone system

They were a good value when I started with them, but after checking with some other insurance companies, the value is gone.

They kept raising the cost of insurance.

When I moved from New York to Florida, they nearly tripled my rates. However, their customer service is great.

Their adjuster for New England is not good. The mindset seems to be more about finding ways to deny claims rather than assisting insured individuals with home damages. I found USAA to be better when I was in Texas.

It seems the rates are high and it has become increasingly difficult to communicate with them.

The premiums are high, yet they are stingy on claims!

I had an accident which was the other driver's fault. When I called in, I was told to contact the other insurance company. USAA did nothing for me. Now that it's time to renew, everybody else seems to be $400 to $500 cheaper. When I asked the representative on the phone if they could do anything for me, she said they don't price match. So now, they've lost a long-time customer.

The rates are bad.

USAA was originally created to serve military officers. Its purpose has changed to include anyone who has honorably served in the military. This has introduced a different level of insurance risk. Rates have increased and as a result, USAA has attempted to reduce its risk in the property and casualty part of its business. It is no longer competitive in homeowners insurance and has elected to only insure homes in low risk areas, eliminating insurance for all coastal properties. They remain marginally competitive in the auto insurance area. I have recently replaced USAA for my home in Charlotte, NC with a Travelers’ policy with coverage for several hundred thousand dollars more and coverage of additional risks not offered by USAA at the same cost. Unfortunately, USAA has been controlled by Harvard MBA’s instead of former military officers. I have been a member for almost 40 years, but I no longer have any loyalty to this member-owned organization.

They won't honor a glass claim.

I'm getting quotes from competitors that are much lower than my current rate.

The rates are not competitive.

My original insurance representative was great. However, every time I called in with questions or issues, I got a different person. You can read my file and see everything that occurred. I have been with USAA for 15 years and have always bragged about how great they were. This time was very different. I even asked if someone else had taken over the insurance department. The last lady I spoke with accused me of insurance fraud. I am not happy with how anything was handled.

The service is great. The only issue I have is that my payments keep going up. Are there any discounts for being a veteran? Is this like the VA, where if you don't ask about discounts, they won't tell you? Please let me know. Thank you.

The service quality has greatly decreased with uninterested call takers and rude responses. The insurance costs are too high for the little amount I drive. I've been with USAA for close to 30 years, and I feel that I should be appreciated rather than feeling taken advantage of.

Difficult to deal with and prices too high.

The auto and property insurance is too high.

I was lied to about the service when I cancelled. Their website doesn't have an easily discoverable place to cancel. They are much more expensive than others for less coverage.

I'm reviewing USAA based on their SafePilot app and premium invoices. The app is frustrating. For the first few months, it rated me at 99 with occasional lower scores. Then, one day, all the data changed and it continuously rates me between 76-77. No matter how far I drive, it never rates above 77. Another issue I have is with the invoice for our premium. It doesn't clearly state when and how much is due. However, my dealings with claims and other personnel have been 5-star experiences.

Hard to reach.