USAA Positive Customer Service Ratings - page 2

They're quick, friendly, easy to understand, and helpful.

I've been a member of USAA since College (over 25 years ago). They have ALWAYS lived up to my expectations and beyond. When my husband passed away, they were the ones who helped me through everything. I work for an insurance agency (with whom we had life insurance) and my own agent didn't know the rules like USAA. My daughter is now driving and, unfortunately, has tested USAA multiple times. They have been so good through everything - nice, caring, supportive. My rates have not increased outlandishly but they did have to exclude (named exclusions) her on my umbrella policy (I don't blame them). I have most of my financial products with USAA now - Mastercard; bank account; homeowners, auto, umbrella insurance; 529 accounts; investments accounts. They've earned my business.

I've been with USAA first under my father's policy when I first started driving (late 80's), and when I got my first new car in 2000, I became a full member of USAA with my own car insurance policy.

I'd had 2 minor accidents between 2001-2004 (neither one my fault), but I got USAA right on them, and they helped me deal with the other insurance company and were extremely helpful during those times.

Fast forward to November 2011 - I decided I'd had enough of Chase and their outrageous fees (Overdraft "protection", huh?) and decided to move ALL of my finances over to USAA - Checking, Savings, CDs, Credit Card, brokerage account. You name it, I probably have it.

Online banking with USAA makes Chase look *shoddy* by comparison, and their brokerage service leaves TD Ameritrade in the dust in terms of features and salaried financial employees who are willing to spend as much time as necessary on the phone with you to help recommend a financial plan (they helped me set up my first IRA and given some information, recommended several mutual funds that would be good for an intermediate investor like me.)

I really can't say enough good things about USAA - they've taken good care of me and my family for a VERY long time, and I don't see myself ever leaving this amazing company.

USAA has the best customer service that I've ever seen. I have my car insurance, home insurance, credit card, checking/savings accounts, and my kids 529s with them. My home loan would have been with them if I qualified for a higher amount, but that was understandable.
Anyway, my mortagage company sent me a notice saying that my home owners insurance was cancelled. I was very concerned. I didn't want them to put a force place policy on my account so I called them right away. The lady I talked to at the mortgage company said that USAA cancelled it for underwriting reasons. I was furious. I called USAA and spoke with Chris who said that the mortgage company had sent in a requested to have their address changed on the policy and that was all that USAA had done. He called the mortgage company for me and called back within minutes saying that everything was taken care of. He also said that he would call the mortgage company back in two days to make sure that they had everything they needed and to ensure them again that there was no lapse in cover. He stayed true to his word and called me back two days later to let me know that everything was taken care of and he had called the mortgage company and they had everything they needed. I called the mortgage company to make sure and this was the case.
I have very high customer service standards and I think this was probably the best customer service I've gotten in my life. I have never had any issues with USAA with insurance claims or anything and I use almost all of their services. I will always keep as many of my accounts with them as possible.

Love USAA! My parents had insurance and accounts with them, and we have never had any issues on their account.

Last year, my credit card was charged $2500 in Nigeria. I have no idea how they got my number. Called USAA, and it was resolved within the hour. I received a new card later that week.

Friendly customer support, always answer my questions, and speak English! I also love that I can take a picture of my check and send it to them. I used to have to mail it to them, but the customer service is worth it!

I had a wonderful experience with USAA. I crashed my car after the roads had iced over and I had never been in an accident before so I was nervous to contact my insurance company. I had learned that I could submit my claim online, however, I decided to call in my claim instead. I had expected everything to be like an interview, just questions and answers and I expected to be on hold listening to corny elevator music. However, my call was answered within the minute and I was connected with a very kind woman. Seeing as how claims representatives must deal with plenty of claim reports every day, I expected her to treat me as just another client, but she treated me with respect and concern. She apologized about the crash and asked if I was alright, which I understand insurance companies must do but she made the claim into a conversation instead of a question and answer format. I felt extremely comfortable speaking with her and she referred me to a nearby collision repair center, of whom she contacted and had them contact me instead of simply giving me numbers. When I hung up the phone, I felt much better.

Any other time I've had to contact USAA for balance inquiries, changes to my policy or proof of insurance cards, everyone that I have spoken with has been extremely pleasant and helpful with me. It's easy to use respectful and kind words over the phone, but this is the only insurance company (or even company I pay bills to) that the employees genuinely sound like they want to help. I don't feel like just another call they're receiving during their shift, I honestly feel like I'm important.

My grandfather became a member of USAA, passed it on to my father, and I have been a member since I was 16 years old.
I bank with USAA, and the "Deposit @Home" feature is unique and a lifesaver! I'm so glad I don't have to find a bank branch - I just scan the check, and my funds are IMMEDIATELY available. I've had to prove this to friends because no other bank (to my knowledge) offers this service.
My renter's insurance, personal property insurance, and auto insurance has always been through USAA. They also financed my sports car (just paid it off!), at an interest rate that beat the other banks in the area. My parents' home flooded due to a broken pipe, and USAA immediate fixed the problem (carpets/drywall/mold). A year has passed with no further issues.
Every time a member of my family has had an auto accident, our cars/trucks were fixed very quickly (rental cars provided), and at the body shop of our choice.
No company is perfect, but when I call I always speak with a nice, real person who speaks English. My problems have been few and far between.

I have been a member of USAA since 1966. Over the years I have had homes, boats, cars financed by them, as well as insured by them. I have Mutual Funds with them, my checking and savings accounts. I have had a home damaged by a hurricane (David in 2004), car accidents here and there. Every time I have needed them they have been right there to help whether I was living in the USA or in South East Asia, as I did for nearly 20 years. They are a quick phone call away, day or night. Thank God.

I hate insurance companies, especially State Farm and Allstate, who defraud everyone. USAA has been the best insurance carrier that I have ever experienced. They have been fair and never tried to screw me or anyone I know.

Very friendly and helpful customer service. Gave precise directions to work through my issue involving setting up an account, and once again VERY FRIENDLY.

I have never had a problem with USAA. They have always been there with a real kind and understanding person to talk to when I needed it.

I love my insurance company. My whole family has USAA coverage for cars and houses. I've went 50 years w/o a single catastrophe. About five years ago I had a small kitchen fire. I called USAA mostly just to let them know and not really thinking I had enough of a claim. Their rep came and pointed out smoke damage that I had missed. I paid my share and they completely had everything fixed. My husband is handicapped and they even agreed to pay for someone to pack up kitchen belongings while kitchen was repaired. Service was excellent and quick. This past April (27th) our Alabama home was hit by a tornado. The roof was ripped off, my outdoor sheds completely blown away, my fence with piling totally ripped out of ground and slung about along with other damages. We were without power for 6 days. With hours my USAA agent arrived with an inspector. They covered my roof with tarp, they covered the my belongings that did not (weirdly) get blown away with the sheds and helped save what could be saved. My agent got money to me immediately to pay for groceries and eating out because of the power outages, my check for the rest of the damages was here within a couple of days. My agent kept in contact with me to make sure my repairs were being done. More damage was discovered a month down the road - no problem, he came and looked at it and found it in one of his pictures (hard to see damage) and all is taken care of. My agent, Pete Protis called me today from Texas where he's putting out fires! He's held my hand, walked me through the repairs and the paperwork. He has even dealt with the roofing folks himself. One of our neighbors died and at least a 100 homes were either destroyed completely or suffered severe damage. Over the months of speaking with these folks, you can spot the ones who had USAA coverage... They are the ones with intact homes, their houses are the ones that are rebuilt, fixed, repaired - they are certainly NOT the ones with the tarps still covering the holes and uprooted trees still laying around. I've seen grown men and women crying over the lack of service from their insurance companies, having to quarrel with their agents, beg and plead for help and I thank God that mine is USAA. These are fantastic folks! It's a fantastic company. Can you love your insurance company? I know I do.

I use and love USAA for everything Home and Auto insurance and banking. They have shown me executive level customer service every time I have called them. Every time. I cannot imagine the negative reports that I have just read. I am not special they just treat me that way.
Bobby

Fantastic service!!!! I got a call the other day just to see how everything was going and if I had any questions. They answered all my questions about auto insurance as I am planning on buying a car soon. It was just a nice surprise to e treated so nicely!

USAA in my opinion has to be one of the best customer service companies in the US. I do not just say this because I work there. I myself always expect excellent customer service from any company, but we all know this rarely ever happens.

I love speaking with our members, because of everything they do, and have done for our country. I always feel honored to be able to serve our members, and try to make things as easy possible for them. Our mission at USAA is to facilitate the financial security of our members, which I feel we always honor.

For the members that have posted negative comments, I truly apologize for any bad experience with USAA. I would recommend calling back and maybe speaking with a manager to address the situation to see if there is anything else that can be done.

For the members that have posted positive comments, thank you for the feedback. I am glad we continue to provide you with that excellent customer service you expect.

I used to work for another big insurance company, and I can tell you, the way USAA tends to the military, you will never see that with any other insurance company. We really go above and beyond to make sure our members are taken care of.

If you ever feel you speak with someone that was rude which I'm sure is a rare occasion, people are people. The company can only do so much training. Unfortunately not everyone has the same personality, but I can assure you if we ever have an employees like this, they do get addressed by the surveys you submit.

Once again, I do not say these things because I am just trying to cover for the company. I say these things because I am proud to work for a company that always shows integrity and treats its employees and members with so much respect. Also as a member of USAA myself, I wouldn't chose another company to do business with.

My Dad has been with USAA since 1968. I have had car insurance with them since I was 17 and I turn 40 next month.
Let me say a few things to set people straight. First of all, USAA is the only 501(c) non-profit insurance agency I know of. They aren't owned by Wall Street. They are owned by the MEMBERS.
They have expanded their services over the years to include banking and other financial services to serve their owners, THE MEMBERS. I can't speak to how non-members are treated (people who are not veterans but choose to use their banking services, which USAA allows, though those non-members are limited on which services they can get. For instance, non-members cannot get vehicle insurance because that is for members only.
Second, USAA was the largest financial institution that DID NOT take any of the tax bail out. They didn't need it. They don't use shady banking practices like BofA and Chase.
Third, yes, some of their CSRs might have training issues, but I live in Colorado Springs where they have a LARGE call and financial center. The responsible thing to do as a client/member if you feel your CSR is not up to speed is to ask for a SUPERVISOR. Then your problem will get correctly resolved and they can address their training issue with that employee. If you don't immediately hang up, often you will be shifted at random by their call system to a survey so you can rate that CSR. Those ratings are real and affect the employee's status in the company.
Fourth, they are still a bank and have banking rules like most banks, but the CSRs are just the messengers. Don't shoot the messenger. Again, if you have an issue, ask for a SUPERVISOR. USAA's rules are more customer-friendly than other banks.
Fifth, as for the mortgage department and home insurance, I have nothing but good things to say. My parents and I refinanced our homes at the same time. I used USAA and they used a mortgage broker they knew. My refinance (which was more complicated because we were also changing the title to my husband) went through without a hitch. My parents ended up having to go to two closings because their broker messed the first one up. USAA this summer also paid for a complete roof replacement as well as some other repairs due to hail damage. Again, the process was smooth and I actually ended up in the positive between what they paid and what the repairs costed.
I cannot recommend USAA highly enough, but keep in mind that just like with any company, their employees are individuals with different skill levels. If you don't like their insurance estimate, get your own from a different estimator and present it to them. Their policy on that is to take all estimates into account and try to work out the differences.

We do everything with USAA, savings, checking, insurance, mutual funds, and we have switched because of many reasons, but most importantly, their customer service. As a veteran, everyone else said they would take care of us, however USAA put their money where their mouth was and have consistently given us discounts, looked out for our best interest and have gone the extra mile when it comes to these important items (banking, insurance, investing)and I highly recommend them.

I have been a member of USAA for over 20 years and have never had a probelm with USAA. I have both auto's and all my home insured with USAA. I even had a rental property that I had to make 2 claims on and the were great. I have seen some negative comments from other and chalk that up to crying. If you don't like USAA than leave. I was and have been with other banks and there service is poor to crap!! Try BA and you'll find out. For the service member you can't and won't go wrong with USAA!

USAA bank resolved an ATM withdrawal issue at another bank for me within ten minutes of phoning their customer service line. I'm very happy that my account is at USAA bank.

I had attempted to withdraw $ at a PNC Bank's ATM machine and it subtracted the $ from my checking account but it did not give me the money. PNC verified that the machine was over by the same amount but kept giving me the run-around as to how to get my money. First it was only in person at their lobby, then only on weekdays 9-5 in their lobby, then they would mail me a check. After waiting a week, it never arrived. I returned to PNC and they said contact the bank that you have the account to get it resolved. %$#^&&#@

I should have called USAA immediately as they resolved it within five minutes for me and said they'd get the $ from PNC eventually. They put the funds back in my account during the phone call.

I have been with USAA for 50 years and have never had a problem that was not solved in a timely manner. Each and every time I have contacted them (by Telephone or Internet) I have received prompt call backs and answers to my problems.

I have been with USAA for many years and find their customer service and problem resolution to be FANTASTIC. Any time I have encountered an issue it was resolved and followed up on after the resolution to ensure customer satisfaction.

this is the best company i have ever had the pleasure of doing business with.

USAA INSURANCE is outstanding. 1. I have had their auto insurance for over 30 years and have never regretted it or wanted to change. I don't have a lot of claims, but when I do, they are handled swiftly and professionally. Same thing with homeowner's insurance. Few claims, but well handled. A lightning strike fried my microwave oven and they had it repaired in less than a week. Same thing with personal article insurance. My wife somehow struck her wedding ring on the edge of a table at just the right angle and it cracked the diamond! The ring was only one week old, so I thought they would be suspicious of some kind of fraud. Nope, they just asked us to send it to them and they sent it back with a replacement diamond of the same size and slightly higher quality.

Likewise USAA BANK. I have had their credit cards and home and auto loans for many years. The loans are always at competitive rates and the credit cards interest rate is always the lowest I can find anywhere. They keep a sharp eye for identity theft. Last year, they phoned me to ask whether I had made a certain purchase on the Web and I had not. I did not even know about it, but they caught it right away. They inactivated that card immediately and FedEx'd me a new one. I had it in 3 days.

I switched from Bank of America to USAA when my husband joined the military. He was away at basic training and it was suddenly my job to take care of the family finances and keep everything in order. Aside from writing letters, there is basically no communication with soldiers when they are in basic training. Well, I had never dealt with finances before in my life, so suddenly dealing with the finances of the whole family and trying to figure it all out on my own was very overwhelming. Looking at the website, I had a question about an account that I could not find the answer to online so I called the banking number. The phone rang a little bit and a machine answered. Usually banks have you spend a very long time talking to a machine before you get a live person, if at all. This thing only asked me if I knew my member number. After that, it went straight to a live person who politely (and happily) talked to me. I asked him my question and he answered it. I didn’t really understand what he meant because I didn’t know anything about money or banking so I asked him to specify. When the guy on the phone realized that I was a complete noob about banking and finances, he asked if I would like some basic things explained. I agreed, and he spent almost 30 minutes or more on the phone with me informing me and answering questions about online banking, e-bills, and finances in general. He then suggested that, after the phone call, I be transferred to a free “financial consultant” whose job in the company was to educate people about money and give them guidance on how to manage their money better. He also asked for my email and emailed me a spreadsheet and some articles from USAA that helped me calculate budgeting needs for the family. After everything, he sweetly asked “Is there anything else I can do for you, Mrs.____?” I said he had done plenty, and he told me to just call back if I had any other questions before transferring me to that financial consultant guy he had originally recommended. Honestly, after answering all of my questions himself, I had barely any left for the financial consultant!

The best part is, this kind of fast (don't keep you waiting for 15 minutes with a machine or on hold) and personable experience has been the standard experience each and every time my husband or I call USAA, no matter who answers at the other end.

KeiJi (KG) WAS ON TIME, VERY PROFESSIONAL ABOUT HIS BUSINESS. I COULD NOT HAVE GOTTEN BETTER HELP IN A TIME OF NEED JOB PROFESSIONALLY DONE. I WOULD RECOMMEND ANYTIME.