Usaa
08-29-2009 | 03:00 PM
#71
Gets Weekends Off
Joined: Nov 2006
Posts: 694
Likes: 0
From: Walmart Greeter
Oh Yeah? I'll see your 1997 and raise you a 1978. 31 year member here. Until recently I've not had a problem with USAA and have been a staunch advocate for them. I have always had auto, homeowner and rental insurance with them depending on whether I owned or rented at the time. Their service used to be fantastic. Over time (as some others here who have been around a little longer than you) have noticed, their extremely high level of service seems to be eroding. Service has taken a back seat to growth and profit. Had you experienced what it was like 30 years ago you might have noticed this as well. I think most of us started noticing the erosion as they expanded their membership base beyond mil officers. As major companies expand, they eventually reach a point where they can no longer support the same level of individual "down home" service a smaller entity can. I still think they are a good company, just not as good as they used to be. I am starting to believe they have reached a point where you can find service that is "as good" for a lower cost. In 31 years (that's a lot of premiums and a lot of investment in the company), I've had to make 3 auto claims (2 minor fender benders and 1 no sh@t accident involving various family members, not necessarily their falult). The only thing USAA did that didn't sit well with me was when they insisted on using after market parts since my vehicle was more than 3 (I think that was the number) years old. My experience has been that most after market body parts fit like crud and have to be cut, bent, trimmed etc to "make" them fit. They couldn't get the after market parts to look/fit right so they ended up using OEM parts anyway and cost me an extra 3 weeks with the car in the body shop. Had they used the OEM parts in the first place like I asked, they would not have had to "eat" the after market parts and I would have had my car back 3 weeks earlier. Not a bad record for 31 years, but lately they have been making changes to limit coverage, raise deductables (wind and hail coverage for example), reduce market areas (Gulf Coast), and little nickel and dime changes. You sound like a "fine print" kind of guy. If the points on a policy were listed in a column like the coverage, it wouldn't be that big of a deal to monitor them, but they "hide/bury" them in a coded string of numbers associated with the vehicle number as opposed to the driver and they can be a little tough to decifer and monitor unless you know what you are looking for. They don't do random checks, tickets are reported by the state. They know...there is no hiding them or randomness. They also know when the 3 yr policy increase should expire. Why should I have to remind them. It is their policy to raise premium for a specified period of time. Removing them would come under the topic of "service to the policy holder." If it doesn't matter what vehicle the driver is assigned to, then why do they ask in the first place? Why don't they apply every driver to every vehicle? I don't have a problem with risk assumption, just don't ask me a question and blow off my answer. Then arbitrarily assign a driver to a vehicle they will not drive. (I know they "can," but they "won't"). If the kid was driving a Vette, I bet they would want him associated with that car instead of the family Taurus. With 31 years of premiums and thousands of dollars in my SSA I think I've pretty much covered the risk by now and they know it. I guess what I'm trying to say is...they need to stop trying to nickel and dime their loyal policy holders and then say I'm sorry when they get caught. They need to get back to the "attention to detail" they built their reputation on continue to "do the right thing" instead of prostituting themselves to the almight dollar like evey other company out there that is not USAA. If they don't, people will go where they can get service that is "just as good" for less as other posters here have done.
You're free to move your business elsewhere, that is certainly your perogative. Go to GIECO or Progressive or State Farm and see what you get for your nickel and your dime. I bet GEICO removes points on their own too right? Ask yourself this, if USAA underbilled you would you let them know? I bet not..yet you expect them to automatically check to make sure that your driving record is clean after a requisite time. Please....again, would you expect them to just automatically send the bill to your new address after you never gave them that address or didn't provide a forwarding address to them? Is that that part of the "service to the customer"? Should it be? No, its on you!
Good luck to you SIR since your experience seems to demand being called that. Oh and a suggestion...hit the return key a few times in your responses they wont be so painful to read. Safe flying!
08-29-2009 | 04:54 PM
#73
Gets Weekends Off
Joined: Sep 2006
Posts: 3,717
Likes: 0
From: Retired
Well, you can tell what a dull life I lead because for the past 45 minutes, I sat and read this entire post. I joined USAA in 1973, while in Undergraduate Pilot Training, and can still remember the day when I was waiting in line at the gas station at Williams AFB, and started to have a conversation with the guy who's car was right behind mine. You see the country was experiencing its first gasoline shortage since WWII and the lines at the pumps were LOOOOOOONG.
Anyway, the conversation turned to auto insurance and he told me about USAA. It was a military officers association and "all" military officers were members he said. That was impressive I thought, and so within a week we were USAA members, switching our auto insurance from Allstate and our renters insurance from whatever company (I don't remember) we had. Over the following 36 years we've had a few minor auto accidents and a few claims on our (now) homeowners policy, all of which were handled both expeditiously and professionally by the USAA staff. As well, each year we would get in the mail a "dividend check", sometimes as high as 6 or 8 hundred bucks, lately in the 2 to 4 hundred dollar range.
Whereas I'm quite sure that I can find cheaper insurance for both my cars as well as the house, I'm inclined to stay with what I know. I know one gets more conservative as one ages, and that's certainly the case with me, but the few extra bucks that I would save, would not compensate me for the aggravation I'd feel if that new company failed to process my claim correctly or worse, canceled my policy after a claim.
I can understand the frustration of guys who have had their USAA homeowner rates doubled, but at the same time, understand that USAA is in the business to: 1) maintain profitability; and then 2) to offer insurance, investment, and banking products to their members. And as a member with a very parochial point of view, I'd like nothing more than for USAA to not have to pay any claims for hurricane damage, year after year, because folks continue to choose to live in hurricane flood plains. After all USAA is an association, not a mutual aid society. It is not surprising that all insurance companies have raised their rates for homes built along coastlines, and they will continue to do so. If I owned one of them, I'd be more interested in knowing that if I filed a claim, that the company I filed with would still be in business and would pay off on said claim, than saving a couple (or maybe even a lot of) bucks.
I guess that I've developed a relationship with USAA that I'm comfortable with and one that gives me a piece of mind that I'm not sure I'd get from Geico, State Farm, etc, etc. That said, it doesn't mean that I won't, on Monday, do some internet surfing to see exactly what's out there, but I doubt if I'll be swayed just to save some bucks. Life's too short. I know that for a fact.
JJ
Anyway, the conversation turned to auto insurance and he told me about USAA. It was a military officers association and "all" military officers were members he said. That was impressive I thought, and so within a week we were USAA members, switching our auto insurance from Allstate and our renters insurance from whatever company (I don't remember) we had. Over the following 36 years we've had a few minor auto accidents and a few claims on our (now) homeowners policy, all of which were handled both expeditiously and professionally by the USAA staff. As well, each year we would get in the mail a "dividend check", sometimes as high as 6 or 8 hundred bucks, lately in the 2 to 4 hundred dollar range.
Whereas I'm quite sure that I can find cheaper insurance for both my cars as well as the house, I'm inclined to stay with what I know. I know one gets more conservative as one ages, and that's certainly the case with me, but the few extra bucks that I would save, would not compensate me for the aggravation I'd feel if that new company failed to process my claim correctly or worse, canceled my policy after a claim.
I can understand the frustration of guys who have had their USAA homeowner rates doubled, but at the same time, understand that USAA is in the business to: 1) maintain profitability; and then 2) to offer insurance, investment, and banking products to their members. And as a member with a very parochial point of view, I'd like nothing more than for USAA to not have to pay any claims for hurricane damage, year after year, because folks continue to choose to live in hurricane flood plains. After all USAA is an association, not a mutual aid society. It is not surprising that all insurance companies have raised their rates for homes built along coastlines, and they will continue to do so. If I owned one of them, I'd be more interested in knowing that if I filed a claim, that the company I filed with would still be in business and would pay off on said claim, than saving a couple (or maybe even a lot of) bucks.
I guess that I've developed a relationship with USAA that I'm comfortable with and one that gives me a piece of mind that I'm not sure I'd get from Geico, State Farm, etc, etc. That said, it doesn't mean that I won't, on Monday, do some internet surfing to see exactly what's out there, but I doubt if I'll be swayed just to save some bucks. Life's too short. I know that for a fact.
JJ
08-30-2009 | 10:07 AM
#74
Get's Every Day Off
Joined: Oct 2006
Posts: 1,864
Likes: 0
From: Retired
Still There
I guess humor, sarcasm, emotions, or lack thereof is hard to gauge on that internet thingy.
1. I'm still at USAA and still satisfied for the most part with the company and their service. They are a very strong company that won't go out of business any time soon.
2. I bring up the longevity issue not to demean or call anyone a "junior member," but to make the point that things started changing from my perspective in the 80s/early 90s when the company experienced massive expansion from it's core business and clientelle. Someone who was not a member prior to these changes has never had the opportunity to experience how much better the service and pricing was back then. The "I'll see you a 1978" was ment tounge and cheek. Sorry if anyone was offended.
3. Many of the newer policies in place now, IMHO, would never have passed muster 20 years ago under the "old regime" when the emphasis appeared to be on service first and profits second. IMHO there has been a very slow shift in the direction of profits before service or profits at the expense of service. Service is still good, but not as good as it used to be and profits are continually rising.
4. I do pay attention to details (as most pilots are known for) and USAA does too. They have just shifted when and where they choose to be diligent. I do not expect them to track my address down, that IS my responsibility. I do expect them to drop points off of my son's record when they expire just as efficiently as they add them. That IS THEIR responsibility. They have changed the way they do a lot of things that I'm none too pleased with. Each one is designed to increase profitability or reduce cost at the expense of service.
5. Integrity is what one does when nobody is watching. My integrity is such that if I was under billed, I would bring it to their attention. I don't think my integrity is a problem unless it is that my integrity might be a little higher than theirs. If they over billed me I would expect them to refund it. For the record, when I did think I was over billed, I did bring it to their attention and they did refund me. Then they said, We are sorry we over charged you. The problem is that each time this happened it boiled down to their lack of attention to detail and their "I'm sorry" sounded a lot like a kid today saying "my bad."
5. I only walked or rode my bike to school (without a helmet) in elementary school. It was in the south, so we never had snow and it was very flat. After that, I rode the bus until I started driving.
6. I am not too old to learn. I still take constructive criticism well, hence the additional returns in this post. No need to call me SIR unless it makes you feel better. I'm a civilian now.
7. I still think USAA is a very good insurance company, a pretty good bank and a horrible mortgage company. I have come to the conclusion that they may not be the premier company of old. My eyes have slowly been opened over time and I have come to the conclusion that there may be some other companies that are capable of providing a level of service comparable to them for more than a little less cost. I have started shopping (slowly) and will be happy to share my findings when I finally reach a decision. After spending over 30 years with USAA and proudly claiming accolades for their top notch service and great pricing, I have a hard time cutting the apron strings. If I can find a better value, I will switch. In the meantime, my homeowners and auto insurance remain with USAA. My boat insurance remains with progressive, where I was sent by USAA.
1. I'm still at USAA and still satisfied for the most part with the company and their service. They are a very strong company that won't go out of business any time soon.
2. I bring up the longevity issue not to demean or call anyone a "junior member," but to make the point that things started changing from my perspective in the 80s/early 90s when the company experienced massive expansion from it's core business and clientelle. Someone who was not a member prior to these changes has never had the opportunity to experience how much better the service and pricing was back then. The "I'll see you a 1978" was ment tounge and cheek. Sorry if anyone was offended.
3. Many of the newer policies in place now, IMHO, would never have passed muster 20 years ago under the "old regime" when the emphasis appeared to be on service first and profits second. IMHO there has been a very slow shift in the direction of profits before service or profits at the expense of service. Service is still good, but not as good as it used to be and profits are continually rising.
4. I do pay attention to details (as most pilots are known for) and USAA does too. They have just shifted when and where they choose to be diligent. I do not expect them to track my address down, that IS my responsibility. I do expect them to drop points off of my son's record when they expire just as efficiently as they add them. That IS THEIR responsibility. They have changed the way they do a lot of things that I'm none too pleased with. Each one is designed to increase profitability or reduce cost at the expense of service.
5. Integrity is what one does when nobody is watching. My integrity is such that if I was under billed, I would bring it to their attention. I don't think my integrity is a problem unless it is that my integrity might be a little higher than theirs. If they over billed me I would expect them to refund it. For the record, when I did think I was over billed, I did bring it to their attention and they did refund me. Then they said, We are sorry we over charged you. The problem is that each time this happened it boiled down to their lack of attention to detail and their "I'm sorry" sounded a lot like a kid today saying "my bad."
5. I only walked or rode my bike to school (without a helmet) in elementary school. It was in the south, so we never had snow and it was very flat. After that, I rode the bus until I started driving.
6. I am not too old to learn. I still take constructive criticism well, hence the additional returns in this post. No need to call me SIR unless it makes you feel better. I'm a civilian now.
7. I still think USAA is a very good insurance company, a pretty good bank and a horrible mortgage company. I have come to the conclusion that they may not be the premier company of old. My eyes have slowly been opened over time and I have come to the conclusion that there may be some other companies that are capable of providing a level of service comparable to them for more than a little less cost. I have started shopping (slowly) and will be happy to share my findings when I finally reach a decision. After spending over 30 years with USAA and proudly claiming accolades for their top notch service and great pricing, I have a hard time cutting the apron strings. If I can find a better value, I will switch. In the meantime, my homeowners and auto insurance remain with USAA. My boat insurance remains with progressive, where I was sent by USAA.
08-30-2009 | 11:04 AM
#76
Gets Weekends Off
Joined: Nov 2006
Posts: 694
Likes: 0
From: Walmart Greeter
I guess humor, sarcasm, emotions, or lack thereof is hard to gauge on that internet thingy.
1. I'm still at USAA and still satisfied for the most part with the company and their service. They are a very strong company that won't go out of business any time soon.
2. I bring up the longevity issue not to demean or call anyone a "junior member," but to make the point that things started changing from my perspective in the 80s/early 90s when the company experienced massive expansion from it's core business and clientelle. Someone who was not a member prior to these changes has never had the opportunity to experience how much better the service and pricing was back then. The "I'll see you a 1978" was ment tounge and cheek. Sorry if anyone was offended.
3. Many of the newer policies in place now, IMHO, would never have passed muster 20 years ago under the "old regime" when the emphasis appeared to be on service first and profits second. IMHO there has been a very slow shift in the direction of profits before service or profits at the expense of service. Service is still good, but not as good as it used to be and profits are continually rising.
4. I do pay attention to details (as most pilots are known for) and USAA does too. They have just shifted when and where they choose to be diligent. I do not expect them to track my address down, that IS my responsibility. I do expect them to drop points off of my son's record when they expire just as efficiently as they add them. That IS THEIR responsibility. They have changed the way they do a lot of things that I'm none too pleased with. Each one is designed to increase profitability or reduce cost at the expense of service.
5. Integrity is what one does when nobody is watching. My integrity is such that if I was under billed, I would bring it to their attention. I don't think my integrity is a problem unless it is that my integrity might be a little higher than theirs. If they over billed me I would expect them to refund it. For the record, when I did think I was over billed, I did bring it to their attention and they did refund me. Then they said, We are sorry we over charged you. The problem is that each time this happened it boiled down to their lack of attention to detail and their "I'm sorry" sounded a lot like a kid today saying "my bad."
5. I only walked or rode my bike to school (without a helmet) in elementary school. It was in the south, so we never had snow and it was very flat. After that, I rode the bus until I started driving.
6. I am not too old to learn. I still take constructive criticism well, hence the additional returns in this post. No need to call me SIR unless it makes you feel better. I'm a civilian now.
7. I still think USAA is a very good insurance company, a pretty good bank and a horrible mortgage company. I have come to the conclusion that they may not be the premier company of old. My eyes have slowly been opened over time and I have come to the conclusion that there may be some other companies that are capable of providing a level of service comparable to them for more than a little less cost. I have started shopping (slowly) and will be happy to share my findings when I finally reach a decision. After spending over 30 years with USAA and proudly claiming accolades for their top notch service and great pricing, I have a hard time cutting the apron strings. If I can find a better value, I will switch. In the meantime, my homeowners and auto insurance remain with USAA. My boat insurance remains with progressive, where I was sent by USAA.
1. I'm still at USAA and still satisfied for the most part with the company and their service. They are a very strong company that won't go out of business any time soon.
2. I bring up the longevity issue not to demean or call anyone a "junior member," but to make the point that things started changing from my perspective in the 80s/early 90s when the company experienced massive expansion from it's core business and clientelle. Someone who was not a member prior to these changes has never had the opportunity to experience how much better the service and pricing was back then. The "I'll see you a 1978" was ment tounge and cheek. Sorry if anyone was offended.
3. Many of the newer policies in place now, IMHO, would never have passed muster 20 years ago under the "old regime" when the emphasis appeared to be on service first and profits second. IMHO there has been a very slow shift in the direction of profits before service or profits at the expense of service. Service is still good, but not as good as it used to be and profits are continually rising.
4. I do pay attention to details (as most pilots are known for) and USAA does too. They have just shifted when and where they choose to be diligent. I do not expect them to track my address down, that IS my responsibility. I do expect them to drop points off of my son's record when they expire just as efficiently as they add them. That IS THEIR responsibility. They have changed the way they do a lot of things that I'm none too pleased with. Each one is designed to increase profitability or reduce cost at the expense of service.
5. Integrity is what one does when nobody is watching. My integrity is such that if I was under billed, I would bring it to their attention. I don't think my integrity is a problem unless it is that my integrity might be a little higher than theirs. If they over billed me I would expect them to refund it. For the record, when I did think I was over billed, I did bring it to their attention and they did refund me. Then they said, We are sorry we over charged you. The problem is that each time this happened it boiled down to their lack of attention to detail and their "I'm sorry" sounded a lot like a kid today saying "my bad."
5. I only walked or rode my bike to school (without a helmet) in elementary school. It was in the south, so we never had snow and it was very flat. After that, I rode the bus until I started driving.
6. I am not too old to learn. I still take constructive criticism well, hence the additional returns in this post. No need to call me SIR unless it makes you feel better. I'm a civilian now.
7. I still think USAA is a very good insurance company, a pretty good bank and a horrible mortgage company. I have come to the conclusion that they may not be the premier company of old. My eyes have slowly been opened over time and I have come to the conclusion that there may be some other companies that are capable of providing a level of service comparable to them for more than a little less cost. I have started shopping (slowly) and will be happy to share my findings when I finally reach a decision. After spending over 30 years with USAA and proudly claiming accolades for their top notch service and great pricing, I have a hard time cutting the apron strings. If I can find a better value, I will switch. In the meantime, my homeowners and auto insurance remain with USAA. My boat insurance remains with progressive, where I was sent by USAA.
Apologies for taking what you said out of context and the rebuttal attack in return...I'd say my bad, but I'll just leave that alone
...and you're points above are well taken...and the bold is just damn funny.
08-30-2009 | 11:58 AM
#77
Line Holder
Joined: Aug 2008
Posts: 43
Likes: 0
Unable to refi with USAA
Back in January my wife and I spent many hours on the phone with USAA and finally said no due to the high closing costs. In april we decided to look into refinancing our adjustable mortgage to a fixed rate and rent our home after our upcoming PCS. After more hours on the phone we can to an agreement. They sent us the paperwork, we mailed it back they called us a few times. Then about 1 week later we received a called stating that Dupont, Wa was not covered under the federal flood insurance program and they were unable to help us. USAA canceled our refi and refunded us our money. I asked them why we got our original mortgage from them and they stated that we should never have been able to get our original, but they would honor it still - thanks. I asked about all the other Army and Air Force folks in Dupont who used USAA and she said they were all in error as well. At that point we decided to sell our home this past summer. When we closed on the house the buyer was using USAA. Go figure. I'm not sure they know what they're doing.
As for car loan rates. I can confirm that they definitely aren't very competitive nor do they act like the want your business. Over the past few years they seem to have become very aloof. An almost "holier than thou" type attitude. My father tried to refi the remaining 50k of his mortgage back in February to a lower rate and they wanted just over $5k to refi it. Ridiculous. I've been with USAA for 20 years and my father for over 25.
As for car loan rates. I can confirm that they definitely aren't very competitive nor do they act like the want your business. Over the past few years they seem to have become very aloof. An almost "holier than thou" type attitude. My father tried to refi the remaining 50k of his mortgage back in February to a lower rate and they wanted just over $5k to refi it. Ridiculous. I've been with USAA for 20 years and my father for over 25.
08-30-2009 | 12:04 PM
#78
Line Holder
Joined: Feb 2007
Posts: 72
Likes: 0
From: Instructor
One more down
I've been with USAA for 15+ years banking, homeowners, car insurance etc. On the Mississippi gulf coast they were charging me $ 2,400 for just theft, fire, and liability. Flood is national $350, windpool = state $ 3,400. Am I in a high theft or fire zone? Anyway, they were raising my ins this year to $3,400 for no good reason. I've NEVER had a claim in 15+ years to include my car. I addressed the situation with USAA and there is nothing they can do for me...so I now pay $840 year with a local company instead of $3,400 for the same coverage. I guess it is time to look around for new car insurance and banking!
P.S my house is only $235,000 not a mansion
FWIW
T-1
P.S my house is only $235,000 not a mansion
FWIW
T-1
08-31-2009 | 03:34 AM
#79
Gets Weekends Off
Joined: Sep 2006
Posts: 3,717
Likes: 0
From: Retired
So, bright and early this morning I went on-line, and using my browsers' search function I typed "auto insurance reviews", preceded by: 1) "progressive"; then 2) "geico"; then 3) "state farm"; then 4) "Allstate"; etc, etc. You get the idea. Anyway, that brings up reviews from policy holders and individuals who had claims against said insurance companies. To make a long story short, I'm done looking and will continue my association with USAA.
JJ
JJ
09-01-2009 | 03:36 PM
#80
Line Holder
Joined: Jan 2007
Posts: 454
Likes: 1
From: B717 CA
I can understand the frustration of guys who have had their USAA homeowner rates doubled, but at the same time, understand that USAA is in the business to: 1) maintain profitability; and then 2) to offer insurance, investment, and banking products to their members. After all USAA is an association, not a mutual aid society.
...but I doubt if I'll be swayed just to save some bucks.
...but I doubt if I'll be swayed just to save some bucks.
So, bright and early this morning I went on-line, and using my browsers' search function I typed "auto insurance reviews", preceded by: 1) "progressive"; then 2) "geico"; then 3) "state farm"; then 4) "Allstate"; etc, etc. You get the idea. Anyway, that brings up reviews from policy holders and individuals who had claims against said insurance companies. To make a long story short, I'm done looking and will continue my association with USAA.
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