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I was curious about what I was paying USAA for my auto and umbrella policies, so I decided to shop around. I contacted Amica and, after comparing apples to apples, found that their rates were about 18% lower than USAA’s. But the real advantage was the ability to handle all my questions and communications with an Amica representative entirely by email.
In contrast, when I reached out to USAA to see if they’d consider matching Amica’s pricing, I was forced to call. I had to navigate their HORRIBLE automated phone system, speak with someone in the auto insurance department, go through all the details, and then be transferred to another representative just to address my umbrella policy questions.
Dealing with USAA is frustrating, and their systems feel outdated and inefficient. It seems that upper management is more focused on protecting their own salaries and bonuses than on investing in modernization or attracting and retaining high-quality employees through competitive compensation. Unfortunately, improving the customer experience appears to be a very low priority.
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USAA agent made car rental reservation for me in the wrong city. When I told him I needed it for the correct city, he told me I could pick it up wherever as long as I had a reservation. I knew that was a red flag. Sure enough, when I called the car rental, they can't see my reservation. USAA is closed on weekends, so now I have to wait until Monday. Making me waist time is a big deal to me. Is corporate even taking time to read their reviews?
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I have been a USAA member for over 23 yrs and I am now moving to a different bank. I called USAA to see if some had hacked my account. I received an email telling me my debit card card was not verified to send $500. It showed information that someone tried to deposit, then send the $500 some place. I immediately called USAA to inquired about the possibility that my account was hacked. The banking associate and I went thru my account activity and determined that the account had not been hacked.This occured on 23 June 2025. On 24 June, I tried to access my account only to receive a message on the screen telling me to call them. I made the call only to find out my account had been suspended due to my inquiry about my account. They told me that the investigation would take 7-10 business working days before the investigation would be complete. The investigation will conclude on 7 July. I cannot pay my bills, get fuel for my truck and buy food. This going to impact me hard. I told them to close the account as I am now going to a different back because of their actions. They told the could not close the account while it is under investigation. I ask them to put a stop on the investigation and allow me too transfer what I have left in the account. They refused. Now I am a world of hurt because of their actions. I will never recommend to any veteran to sign up with them as they no longer support the veteran. They have no problem hanging the veteran out to dry.
my Dad has been on usaa since the 1960's. I've been a member since 1980. best auto insurance ever.
if you are fortunate enough to qualify (you, a spouse or a parent served) you should go for it.
i see other insurance companies dropping customers for one reason or another. makes me sad.
i have a lifetime relationship with usaa, and I believe it is mutual.
usaa customer care is the best. i never get put on hold and my calls are not transferred around to find the right agent. i feel respected.
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If I could give fewer stars I would. After decades with USAA, they've steeply decreased. Between rude customer service to incorrect info on discounts (which cost us money), USAA has been lousy. It shouldn't surprise me given their bad press/compliance issues. They used to be good but are now terrible.
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I've been a USAA member since the early 2000s. There was a brief period from 2003 to 2006 when I lived in Germany and had to pause my membership because USAA didn’t offer auto insurance there. But once I returned to the U.S., I came back to USAA and have now been with their bank for nearly 20 years.
Unfortunately, the USAA of today is not the same organization I originally joined. Over time, I’ve seen a significant decline in customer service, product value, and overall member experience.
This year, I left USAA Auto Insurance and switched to Kentucky Farm Bureau. USAA was charging a high premium for state-minimum coverage. Not only did Kentucky Farm Bureau offer a better rate, but they also provided more comprehensive coverage. A USAA retention rep even called me, and we compared policies line by line—USAA simply couldn’t compete.
A few months later, I applied for a personal loan through USAA for a home repair and debt consolidation. After submitting my online application, I received a message saying I'd get a response within 24–48 hours. Within a day, I was asked to review and sign an insurance disclosure form, which I did immediately. Then… silence. No updates. No follow-up.
I waited two more days and finally had to call them myself for a status update. That’s when I learned they needed income verification. In my opinion, that should have been part of the application process from the start. I've banked with USAA for nearly 20 years, have a credit card with them, and they pulled my credit—how is that not enough to make a preliminary decision?
If income verification is required to make a final decision, fine—but don’t make me wait around, and definitely don’t make me chase you for updates. That’s unacceptable service for anyone, let alone a long-time customer. After spending a good chunk of time gathering and uploading documents, I was told they also needed my last two years of W2s. It felt excessive and frustrating.
In the end, they approved the loan—but for much less than I requested. Meanwhile, BHG Financial not only approved me faster, they offered a significantly lower interest rate and nearly double the loan amount USAA offered. The contrast in customer service and efficiency was night and day.
USAA often advertises that they take care of service members—but these days, they’re being outperformed by competitors in nearly every way. I personally know more than 10 other veterans who have left USAA in the past 12–18 months because of similar issues: poor service, declining product quality, and pricing that no longer reflects value. More concerning, however, is that I also know multiple active-duty service members, including leaders, who have left USAA and are now advising their Soldiers to look elsewhere.
There’s a reason USAA is not BBB accredited and why they currently hold a dismal 1.16-star average in reviews. On the other hand, BHG has 4.5 stars and a strong reputation.
I never thought I’d say it, but USAA is no longer the best option for service members, veterans, or retirees. Their legacy name isn’t enough anymore—they need to refocus on what made them great in the first place.
I contacted USAA regarding signing up for insurance. They have had a stellar reputation for service and cost.
After painstakingly going through all of the paperwork and getting signed up, including my account number etc the phone call was dropped.
I then had to go through the process again but I got someone else. She was not as cordial and was not as optimistic that I would qualify even though the previous person was.
At the end of the conversation she said that I could not be considered.
This company has issues with their call centers and even though they say you will qualify if you have a parent who served in the military I was it was not as advertised.
I decided to just stay with the company that I have now.
It’s a waste of time!
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