That matches my experience. I've always called them for a mortgage quote, but they've only been competitive once. That one time, we went with them. They assigned our loan to a case worker for whom English was not a native language. She called us repeatedly asking for paperwork she already had (we had hand-delivered it since I was TDY to San Antonio and didn't have a good address) and generally didn't know what she was doing. I wrote a letter expressing my disappointment and declared I would never use USAA for a mortgage again. They sent me an apologetic letter and a check for a few hundred bucks.

I've been meaning to comparison shop auto & home insurance rates but haven't gotten around to it. I've never had any complaints with the payment of claims. Given the hazards of living in Mississippi (hail, tornadoes, morons randomly flinging their cars down the road ("driving" is too generous a word)), I can understand why rates might be pretty high here.