Business Profile

Auto Insurance

CSAA

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB’s business profile for CSAA was created in May 1932. A review of CSAA complaints was completed in June 2025

BBB suggests consumers review the link below for additional information regarding assistance and conditions of coverage.

https://mwg.aaa.com/membership/terms-and-conditions
https://mwg.aaa.com/insurance

Complaints

This profile includes complaints for CSAA's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

370 total complaints in the last 3 years.
114 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After a lifetime (41 years) of having AAA insurance I am dropping them. I have a perfect driving record, or so I thought. My insurance rates kept increasing, so after some investigation I discovered I had 2 points on my driving record. Zero moving violations or traffic accidents, so I investigated it. I filed a small claim with my insurance company after the wind blew a gate into my bumper while I was driving out of my private property. The claim was small, $1700 to be exact; while filing the claim with AAA, they asked me some questions about the collision. Being a novice to this and being my first time filing a claim, I said the wrong thing, I said the wind caused the gate to stop and I drove into it. This was enough for the agent to mark this accident as at fault when in reality it should be claims made. The insurance agent did not help me or guide me through this process, they let me walk into it with zero knowledge of what I was saying, yet it has resulted in years of increased premiums and 2 points on my driving record. I have exhausted all resources climbing the supervisor ladder three levels, thinking I may find a sympathetic ear. But nothing I said would have made them change their minds. My 2 points fall off in a few months, and I will be leaving *** and going with another company. I am a very dissatisfied customer, I expect my ********************** company to have my back, ask about any incident in more detail to get to the actual truth. *** cannot be trusted to help their customers through this process without letting them dig and bury themselves in a deep hole.
Business Response
Date: 11/24/2025
Dear Disputes Resolution Specialist:

We are in receipt of your offices inquiry and welcome the opportunity to address any issues raised. We have reviewed the complaint to your department which was received on November 24,2025.

Claims Management addressed the complainants concerns on October 23 via phone call. The complainants notice of loss call was re-reviewed. During that call, the complainant notified the claims agent that he was not paying attention and struck a stopped gate. Based on the facts of loss our ************ correctly placed the complainant at fault,and he was advised that our decision would stand.

Regretfully, based on the established facts and our policy, we are unable to overturn the decision or issue a refund for premiums that were correctly assessed. We wish the complainant well with his future insurance arrangements.

Sincerely,

CSAA Insurance ***************************************
Initial Complaint
Date:11/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have AAA insurance I have 1000 rental car it's been two weeks and they said we have to return the rental car they only 650
Business Response
Date: 11/25/2025
Hello
We are in receipt of this complaint. Unfortunately, we are unable to locate a policy number or a claim to review further. I left of a voicemail on the number provided. We will assist once we hear back from the complainant.
Thank you,
CSAA Insurance Group - Policyholder Relations
************
Initial Complaint
Date:11/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*** is not fully paying a claim done by one of its members. While there was some preexisting damage to my car, they seem to be willfully ignoring some of the damage done in the accident.
Business Response
Date: 11/14/2025
Please forward this complaint to AAA California for review and follow up.
Business Response
Date: 11/21/2025
November 21, 2025

Better Business Bureau, ****

Re: BBB File Number: 24130537

Dear Better Business Bureau, ****:
We are in receipt of your offices inquiry. We have reviewed the complainants concerns sent to your department.
Below you will find our response concerning this matter.
The complainant pursued a claim with us for repairs to their vehicle from damage caused by our policyholder due to an accident on June 18, 2025. We gathered information related to how the loss occurred and reviewed the damages related specifically to this loss. An estimate for the related damage was approved and paid directly to the complainant. The complainant disputed the estimate for related damages and requested that the estimate be reviewed by a supervisor. The complainant maintained that damages outside of the area of impact were related to the loss. The supervisor reviewed the claim in full and determined that the estimate was accurate and covered all damages related to this loss. Our records show that we informed the complainant of the partial denial in writing in July 2025. Our position has not changed.
Should you have any questions or require any additional information, please let us know.

Sincerely,

CSAA Insurance Group - Claims Department
Customer Answer
Date: 11/21/2025

Complaint: 24130537

I am rejecting this response because:
They are just repeating their false claims.

Sincerely,

****** *****
Business Response
Date: 11/24/2025
November 24, 2025
Better Business Bureau
Attention: *** *.
Re: 24130537
We are in receipt of the additional comments and feedback from the complainant submitted on Friday, November 21.
No new information was presented. We believe we addressed and noted our position in our response submitted on Friday, November 21.
If there are any questions, please let us know.
CSAA Insurance Group - Auto Claims Department

Customer Answer
Date: 11/25/2025

Complaint: 24130537

I am rejecting this response because:
They just keep repeating their own assessment which is not based on facts. I was there, I know what happened. How they came to their conclusion is beyond my understanding.

Sincerely,

****** *****
Business Response
Date: 12/04/2025
December 4, 2025
Dear Better Business Bureau,
This letter is in response to your inquiry regarding the complaint filed by the complainant concerning our ************************ handling of his claim.
Our position remains unchanged from our previous correspondence dated November *******. After thorough review, including a supervisor review of the repair estimate, we determined that the damage in question is not related to the loss. This determination was made following our standard claims adjustment protocols and multiple levels of review to ensure accuracy and fairness. Our decision is based on the evidence gathered during the claims investigation process.
We stand by our assessment and consider this matter resolved.
Should you require any additional clarification regarding our position, please do not hesitate to contact us.
Sincerely,
CSAA Insurance - Claims Department
Customer Answer
Date: 12/04/2025

Complaint: 24130537

I am rejecting this response because:
Their determination is inaccurate and not based on what truly happened. They refuse to adjust, saying it is "resolved". "Resolved" for them perhaps, not for me.

Sincerely,

****** *****
Initial Complaint
Date:11/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint regarding AAA Insurances failure to process my auto claim and its lack of communication.Another driver, insured by ***, reversed into my car while I was stopped at a stop sign. She admitted fault at the scene and provided her AAA insurance information. I submitted the claim to *** the next day, and AAA acknowledged and accepted it.Since then, *** has not processed the claim, has not assigned an adjuster, and has not authorized repairs, despite my repeated phone calls and ********* the time of the accident, my two children were inside the vehicle, including one in a car seat. Child safety seats should be replaced after any crash, but *** has not taken any responsibility to evaluate or reimburse for the damaged seat.This delay has caused significant inconvenience, safety concerns, and unnecessary stress. I am simply asking AAA to:Process the claim immediately Assign an adjuster Approve repair of my vehicle Reimburse for the child car seat involved in the collision AAAs lack of response and inaction is unacceptable. I request BBBs assistance in resolving this matter.Desired Resolution:Timely processing of my claim, assignment of an adjuster, repair authorization, and reimbursement for the child car seat.
Business Response
Date: 11/19/2025
November 18, 2025

Better Business Bureau, ****

Re: BBB File Number: 24160803

Dear Better Business Bureau, ****:
We are in receipt of your offices inquiry. We have reviewed the complainants concerns to your department.
Below you will find our response concerning this matter.
We were able to make contact with the complainant today and made the necessary arrangements to put them in a rental car, have their vehicle inspected and also outlined what is needed to be reimbursed for the damaged car seat.
Should you have any questions or require any additional information, please let us know.

Sincerely,

CSAA Insurance Group - Claims Department
Initial Complaint
Date:11/16/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*** charged my account and card without my authorization. I never received any notice or email about signing up, renewals, or payments. I only found out after checking my bank statement, and these unauthorized charges could have continued for years.After I contacted AAA, they refunded only the most recent charge from 2025 but refused to refund previous unauthorized payments. I was never notified of any automatic renewal or given an option to opt out.Membership Details:Name: ******** ***** Member Since: 2023 Membership #: ******************* Email: ******************** Amount Disputed: $64.99 Desired Resolution:Full refund for all unauthorized payments since 2023 and confirmation that my account is permanently removed from automatic renewals
Business Response
Date: 11/17/2025
We have ordered a refund check in the amount of $64.99 which member should receive within the next ***** business days. He has also been removed from auto pay and his membership shows canceled.
Sincerely,
Lakshmi Pal
************
Customer Answer
Date: 11/17/2025

Complaint: 24012650

A refund check for ***** and canceling autopay does not address the core issue that led to this complaint. I still need a full explanation for why and how the unauthorized charge happened in the first place, why it took multiple attempts to get support to correct it, and what steps the company is taking to prevent this from happening again. Until that is resolved, I do not consider the matter closed.
I am also requesting reimbursement for any credit card fees, late fees, and interest charges caused by CSAAs unauthorized billing attempts. Since these charges were not authorized by me, CSAA is responsible for making me whole for any financial impact tied to their actions.

Sincerely,

******** *****
Initial Complaint
Date:11/16/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Transaction occurred 10/1. Enrolled for annual $52 membership. Plus an additional $125 for same day jump start service. I was double charged and overdrawn in my account. Received withdrawal fees. I called to have it refunded but was told when it posts, they would notice no service was applied and I would be refunded. Hasn't happened and im still getting withdrawal fees. They said they couldn't do anything to help me. No explanation why I was double charged.
Business Response
Date: 10/10/2025
Please forward this inquiry to AAA California for review and resolution.
Business Response
Date: 11/17/2025
AAA Southern California member. Please route case to AAA in **************;
Sincerely,
Lakshmi Pal
************
Initial Complaint
Date:11/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My family and I were displaced due to flooding in our apartment. AAA for the most part was quick to reimburse up to the stated amount of our policy. Unfortunately, repairs took longer than our coverage covered. Part of our coverage included packout and pack in moving, and here lies the problem. The insurance adjuster new that we were now paying out-of-pocket and did not approve initial payment of the pack out which occurred weeks earlier in time to have the movers pack us back in on Saturday October 4th, but didn't happen until Monday and concluded October 7th. So we really weren't able to come back until the 8th. That's $1500 (minimum) we're are stuck with because the adjusted couldn't answer an email.
Business Response
Date: 11/18/2025
Hello,
This one is a AAA Southern California member/issue.
Sincerely,
CSAA Policyholder Relations
Initial Complaint
Date:11/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Longtime member of ***, I switched over our insurance as a new single mom with my soon to be 16 year-old driver. He was still in a permit base and they told me to have him exempt because he was an umbrella under me.However, as soon as he got his license, I went in to the *** building to make sure he was unexempt, and ensure that his insurance was covered. That day, we also transferred over the title of his car to his name, as well as took pictures of my car because I got a letter saying it needed to be done to stay Insurance.I went in maybe 20 minutes before closing, finished the transfer title went to the insurance desk and the woman went outside and took pictures of my car. She said my son was covered and then we found out that my soon to be ex-husband was still on the insurance, so I signed an exemption paper to remove him A few weeks later, I got a letter in the mail stating again I didnt post pictures and I was going to be dropped from my car insurance. She didnt file the photos. . I called immediately very upset and I had to walk around my car and send photos after I was on a phone call with them for over twohours. At no point in time, and I did talk about my son needing to be insured. Did not say that he was uninsured. We even discussed about how was a single mom- how proud I was of myself to have him insured.A week later, he got into a fender ****** with a brand new Tesla, and thats when I found out he actually wasnt insured. I was furious, and I went in to speak with the lady and she told me I signed an exemption paper for my son, she put down the piece of paper and pointed to the name, but it was my ex husbands name. I spent a few weeks trying to get them to take responsibility and they didnt.And today I paid close to $7000 out-of-pocket to fix the Tesla, which as a single mom is devastating. they didnt take responsibility and I had to suffer with the consequences. I am furious . I have been with them for over 25 years.
Business Response
Date: 11/17/2025
Please forward this to AAA in Southern California. She is their member.
Sincerely,
Lakshmi Pal
************.
Initial Complaint
Date:11/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm a 9 year Premier Member I used up my 4 tow's - Called in for an additional tow - Was told by the *** that I needed to pay $100, which I gladly did- He said the tow was roughly 87ml & the $100 would cover since it was within the 100 miles - Received a phone call from tow ************** said that I'm a classic member & only the first 7ml are covered & I needed to pay the difference of roughly $800. I called AAA back thinking this is a misunderstanding and while speaking with the 2nd ***, she informed me that that 1st *** was wrong and kept ***eating policy. She was no help and infuriated me while ***eating policy. 1st *** misleads me to pay $100 and If he had explained my benefits and policy regarding additional tows, it would've been the end of it. I lost 3hrs of my day and was left distraught and frustrated with a tight schedule to get my car to the shop on my own.
Business Response
Date: 11/17/2025
This needs to go to AAA IN ************

Thank you.
Lakshmi Pal
************
Initial Complaint
Date:11/12/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My pickup truck was hit and totaled by an intoxicated woman who had CSAA (AAA) auto insurance. I filed a claim 3rd party with CSAA. Its been over 3 months and still no settlement payment. Cost me a job already I have no transportation.
Business Response
Date: 11/17/2025
November 17, 2025

Better Business Bureau, Inc.
**************************************************************************************

Attn: *** *.

Re:BBB File Number: 24139697

Dear Disputes Resolution Specialist:
We are in receipt of your offices inquiry and welcome the opportunity to address any issues raised. We have reviewed the complaint to your department which was received on November 12th, 2025.
There is a potential policy limits coverage issue on this claim. We have previously notified Mr. ***** of the issue. We are unable to proceed currently but are working to obtain the information needed to resolve Mr. ****** claim.

Sincerely,
CSAA Insurance Group Claims Department

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CSAA is NOT a BBB Accredited Business.