Business Profile

Auto Insurance

CSAA

Headquarters

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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

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

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

Customer Complaints Summary

363 total complaints in the last 3 years.
113 complaints closed in the last 12 months.

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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:09/18/2024
Type:Service or Repair 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.
I am filing a formal complaint against CSAA Insurance Group, specifically regarding my claim (Claim #****-59-0067) and the handling by Claims Supervisor **** ***** and her superior, Angelique.1.Rental Coverage Dispute: My policy entitles me to a 30-day rental car at AAAs discounted rate while my vehicle is being repaired. Despite this, I have only been offered a cash payout of $540, which is significantly less than what I am owed under the policy terms. The repairs are expected to take longer than 9 days, and I should be provided with a rental for the full duration at the discounted rate.2.Refusal to Fix Damage in Full: CSAA is also refusing to cover the full extent of the damage to my car that was caused in the initial incident. This is a clear violation of their responsibility under my policy, and I expect them to repair the damage in full.3.Unprofessional Conduct: In addition to the mishandling of my claim, I received a private call from Eddas superior, ********** during which inappropriate and bizarre remarks of a satanic nature were made. This behavior is unprofessional and has caused me distress.I have already reported these actions to the state authorities, and I am now seeking further resolution through the BBB. I expect CSAA Insurance Group to provide the coverage I am entitled to, repair the damage to my vehicle in full, and address the misconduct of their employees.****** ****** **********, **
Business Response
Date: 09/24/2024
September 24, 2024
Better Business Bureau, ****

Re: BBB File Number: 22304980

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.
The rental coverage applicable to the complainants policy is on a reimbursement basis. The policy affords coverage once rental expenses are incurred. Repair/rental days were calculated using the labor hours approved on the estimate which equates to 9 days of rental. The repairs to the complainants vehicle were not scheduled with the shop therefore, in the interest of customer service, payment was issued to the complainant directly.
Regarding the damages to the complainants vehicle, the point of impact reported on this loss was the driver side rear. The estimate was modified to exclude damages not related to the loss and payment was sent directly to the complainant.
At CSAA, we uphold our core values which ensures we handle every interaction with polite and professional communication.
Should you have any questions or require any additional information, please let us know.

Sincerely,

CSAA Insurance Group Claims Department
Customer Answer
Date: 09/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******
Initial Complaint
Date:09/16/2024
Type:Service or Repair 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.
Called AAA for roadside service - was asked if I wanted / needed auto insurance; told the woman no, definitely note because I ALREADY had gotten a quote from *** where the person indicated AAA could not match the premium. Days later, I get a letter from *** that it had accessed my credit report for an insurance quote. That is fraud - and an invasion of my privacy. I want AAA to make this right - it's disgusting: not sure if this an employee-led effort to ****** more points for quotes but it's a clear violation of my privacy. Thanks.
Business Response
Date: 09/17/2024
This should be sent to hr local club in *******
Sincerely,
Lakshmi Pal
************
Customer Answer
Date: 09/18/2024

Complaint: 22293365

I am rejecting this response because: if you look at the letter - and its return address - it comes directly from the Santa *** ***. I have had *** since I lived in California from 1982; I moved to Vermotn in 2014 and *** always continues to associate my account with ********************** because it's linked to my cell phone number: ************. And - *** has not been able to correct that issue: every single time I call for roadside service, the call always goes first to California and then I'm routed to *********** (and there's often lots of delays: one time while in ********, I was on the phone with *** for nearly 30 minutes just trying to get them to realize I DO ACTUALLY HAVE A *** card. Their service has dwindled significantly; I may consider going elsewhere - this is getting tiresome. And now the incompetent a$$wipes are accessing my credit report for ZERO reason! I DID NOT ASK FOR INSURANCE - STATED SPECIFICALLY I DID NOT NEED IT. Tell the *** guy to stop being lazy and do his job and stop trying to push this off on *********** when it's California that's the problem. Thank you.

Sincerely,

******** ******
Customer Answer
Date: 09/30/2024
Hi. Please cancel / close this complaint. *** contacted me by phone and cleared this up. Thank you. Complaint #******** Again, many thanks for the help. Please forgive any frustration-laden communications. Best, Victoria
Initial Complaint
Date:09/16/2024
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.
*** representative is unresponsive to numerous weekly emails regarding Claim number ************.On July 24, 2024, the claims representative came to ************************************** to complete an assessment of damages (claim date of July 2, 2024).On August 20, 2024, 27 days since the claim representatives visit to ********************, the representative sent an email indicating she was finalizing the estimate and would have it completed by August 23, 2024, sending me and my daughter both a copy of the estimate. As of today, September 12, 2024, it's been 50 days since the representative came to ********************, and we have yet to receive an estimate of the damages. We (my daughter and I ) have sent weekly emails to inquire about the status of our claim and if there were any outstanding documents she needed. She will not respond to any emails. I would like a supervisor or manager to contact us to give us a status update of the claim. I can be reached at ************ or ************.
Business Response
Date: 09/16/2024
September 16, 2024
Dear *** L at the Better Business Bureau:
We are in receipt of your offices inquiry.
We have been alerted by our ***************** that the complainant also filed a formal complaint with the Department of Insurance.
To avoid a duplication of efforts, our ***************** will respond directly to the Department of Insurance. As part of the Department of Insurance formal complaint process, a response letter will be sent directly to the complainant. The concerns submitted to your agency will also be reviewed and addressed in their response to the complainant.
Should you have any questions or concerns, please let me know.
Sincerely,
Policyholder Relations
Corporate Headquarters
CSAA Insurance Group
Initial Complaint
Date:09/13/2024
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.
According to CSAA, my homeowners policy was not renewed due to the condition of my roof. I had a licensed roofer examine the roof and was provided an assessment report that there were no issues with the roof, the roof was in good condition, and no repairs are needed to the roof. I inquired with CSAA specifically what area(s) of the roof they were referring to for them to make this nonrenewal determination. No response has been received from them. My family and I have been members of CSAA for over half a century and are extremely disappointed with the customer service received. They certainly do not respect or value my loyalty to them. Serious consideration is being given by my family and me to take our business elsewhere.
Business Response
Date: 09/19/2024
Dear BBB,
We are in receipt of your inquiry and welcome the opportunity to address any issues raised. Please note that Ms. **** has also filed a complaint with the California Department of Insurance. We have responded accordingly standing on our position.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Customer Answer
Date: 09/20/2024

Complaint: 22281072

I am rejecting this response because: I am respectfully requesting a detailed explanation as to what part of my roof AAA is basing their determination on to not renew my homeowners policy. I had received a Roof Evaluation from a licensed roofing company stating that the roof is in good condition and that no work or repairs are recommended this report was submitted to ***. Thank you.

Sincerely,

Mae Kong
Business Response
Date: 10/01/2024
Dear BBB:
Attached, please find our response to the complainant's California Department of Insurance inquiry. Our position remains unchanged and we now consider the matter closed.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Initial Complaint
Date:09/11/2024
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 had CSAA home insurance for 49 years. they sent me a notice of nonrenewal due to fire danger. They only referred me to California Fair Plan and gave me no other help. So much for customer loyalty.
Business Response
Date: 09/12/2024
Dear BBB,
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 September 12, 2024. Contact has been made with the complainant to offer all available options.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Initial Complaint
Date:09/10/2024
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 had auto insurance and roadside service with AAA for years. I called roadside service to get my car out of a ditch and sent a picture of the car in the ditch. The person and the equipment AAA sent was inappropriate for the task and using it could cause damage to the car. The driver said I could call another tow service and that AAA would reimburse me. But, when I filled for the reimbursement, the form said it would take 3-4 weeks. When I complained that AAA screwed up and was not taking responsibility for its incompetence, the representative had the nerve to say that it was "policy". This was NOT my fault and I, as a customer, don't deserve the insult to have to wait weeks for AAA to correct its incompetence. I demand immediate refund of the entire expense.
Business Response
Date: 09/10/2024
Our records indicate that reimbursement has been approved for his out of pocket in the amount of $1160. He should expect the refund check within the next ***** business days.
Sinceely,
Lakshmi Pal
************
Customer Answer
Date: 09/12/2024

Complaint: 22263798

I am rejecting this response because: AAA screwed up with no fault of my own. AAA still has the nerve to penalize me, the paying customer, by taking their sweet time to reimburse me. What a disgusting lack of taking responsibility for their incompetence.

Sincerely,

*****************************
Initial Complaint
Date:08/28/2024
Type:Order 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 hate having to to this but Im running out of options. I have spent the entire month requesting for AAA to terminate all of my P&C AAA and CSAA appointments in the states DE, WV, SD, CT, and **. I was told to email **************************************** and I have been. Several times a day every day. I needed these appointments terminated so that I could start a new job. The job was suppose to start on the 20th and had to be pushed back to the 3rd because of AAA. I was a broker and every other company that Ive sold for (20+ companies) terminated my appointments except for AAA. I received an email saying this was done in back in 2022 but its not true. Im still showing appointed in the ****. I even provided screenshots as proof. This is hindering my opportunity to move forward with a new job prospect. CSAA is the only company that has not completed this request of a list of about 20 different companies in different states that I was appointed in when I was a broker. AAA is now causing problems for me. I havent worked for AAA since ******************************************************** these states with AAA. This lack of action is keeping a single mom from employment. *** made over 15+ attempts at getting this done and all I get is lies, run around, or ignored. Next step is uploading these emails requests and replies to the media either social or local news where it clearly shows how many attempts it takes for AAA insurance to complete a task. If thats how you treat your former agents I dont want to know how you treat your customers.
Business Response
Date: 09/04/2024
Our records indicate that the appointments for CSAA were terminated on 08.30.24.
CSAA Policyholder Relations
************
Initial Complaint
Date:08/22/2024
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 was hit by a driver who has AAA insurance in ******** July 12th 2024. The *** report shows the driver that hit me was at fault but AAA is NOT reimbursing me any damages for my car rental, car repair, and time missed from work . AAA insurance claim adjuster *********************** AAA has been the person I have been dealing with . i have received Very bad communication and service from AAA I am currently out of pocket $10,000 because of this accident. The claim number is ************ I would never recommend AAA insurance to anyone after the way I have been treated I was hit by a driver who has AAA insurance in ******** July 12th 2024. The *** report shows the driver that hit me was at fault but AAA is not reimbursing me for car rental, car repair, and time missed from work . AAA insurance claim adjuster *********************** says AAA has been the person I have been dealing with . i have received Very bad communication and service I am currently out $10,000. The claim number is ************ I would never recommend AAA insurance to anyone after the way I have been treated by them. The experience dealing with AAA insurance has caused me a lot psychological and financial strain in my life .by them. The experience dealing with AAA insurance has caused me a lot psychological and financial strain in my life .
Business Response
Date: 08/27/2024
August 27, 2024

Better Business Bureau, ****
********************************************************************************

Attn: **********

Re:       Complainant:*********************
            BBB File Number: 22175064

Dear Disputes Resolution Specialist:
We are in receipt of your offices inquiry. We have reviewed the complaint to your department which was submitted on August 22, 2024. I have provided the information you requested below.
After review of the details of the loss, it was determined that the complainant was at fault for overtaking a vehicle on the left while they were in the process of making a left turn. At this time, we are unable to issue any payments due to our liability determination.
Sincerely,

CSAA *****************

Customer Answer
Date: 08/27/2024

Complaint: 22175064

I am rejecting this response because:
there driver did not use a blinker to indicate he was turning left otherwise I would not have passed on his left . Also the chp that was there after the accident and spoke with all parties and saw the scene determined it was the aaa insurance driver who caused the accident by hitting me

Sincerely,

*********************
Business Response
Date: 09/05/2024
September 5, 2024

Better Business Bureau, ****
************************
****************

Attn: **********

Re:       Complainant:*********************
            BBB File Number: 22175064

Dear Disputes Resolution Specialist:
We are in receipt of your offices inquiry. We have reviewed the complaint to your department which was submitted on August 22, 2024. I have provided the information you requested below.
Again,after a thorough review of the details of the loss, it was determined that the complainant was at fault for overtaking a vehicle on the left while that vehicle was in the process of making a left turn. At this time, we are unable to issue any payments due to our liability determination.
Sincerely,

CSAA *****************

Customer Answer
Date: 09/05/2024

Complaint: 22175064

I am rejecting this response because:
the aaa driver had his hazard lights only thats why I legally was passing and he was not turning. Why would I pass on the left when some one is in the middle of turning left ? That makes no sense what the insurance company and their driver are saying are not logical or true .

Sincerely,

*********************
Initial Complaint
Date:08/15/2024
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.
Someone hit my car from behind, its all other party's responsibility. I have submitted all the health care bill to AAA, waiting for their compensation. After last communication in May, I have not been able to get any response from AAA. I have tried to email them and left message to adjuster for many times, he does not respond to me at all.
Business Response
Date: 08/23/2024
Dear BBB:
We are in receipt of your offices inquiry. We have reviewed the complaint to your department which was submitted on August 16, 2024. I have provided the information you requested below.
We were able to address the complainants concerns on August 20, 2024. The complainant previously informed us he had additional documentation to submit in support of his claim, specifically wage loss.
The complainant has since provided the additional supports requested, and an evaluation of the claim was completed. We are currently in the process of negotiating the claim with the complainant.

Sincerely,

CSAA Insurance Group Claims Department
Initial Complaint
Date:08/15/2024
Type:Service or Repair 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.
My family has been a loyal customer to AAA for many many years for auto insurance. Our truck has been deemed a total loss due to a non-fault accident. We had the new vehicle for a little over a year. I really expected quality service from AAA ( as the other at fault driver- also has AAA), but this has not been the case.1) There have been several different 'adjusters' and 'claim examiners' that we have had to work with. I do feel the confusion caused to the consumers by this process is intentional. 2) Even thought the claim has been open for more then 30 days - AAA only provided a rental car for 30 days and will not extend - even though we have done everything in a timely matter.3) There does not seem to be any sense of urgency or rush on AAA's end. Even though that is why consumers purchase their insurance from them - because we expect excellent and speedy service. When this claim is resolved - I am seriously considering switching to another insurance company other than AAA for our needs and letting all of our friends and family know of this situation as well.
Business Response
Date: 08/20/2024
Dear BBB:
We are in receipt of your offices inquiry. We have reviewed the complaint to your department which was submitted on August 15, 2024. I have provided the information you requested below.
In review of the claim file, it is noted that other adjusters were active in the file. We do have specialized departments that handle various responsibilities, one of those being our ********************** The policy purchased by the complainant includes rental coverage not to exceed 30 days. This portion of the claim was authorized and paid in full, up to the policy limit. Since the filing of the complaint,the complainant has submitted additional documentation for us to review related to the value of their vehicle. The information has been sent the complainant and we are awaiting their response.

Sincerely,

CSAA Insurance Group Claims Department
Customer Answer
Date: 08/26/2024
Better Business Bureau:

I do feel that the response given by CSAA lacks the true depth of what has transpired and accepts no responsibility for the delay(s) in this matter. Two days after this complaint was made - AAA did extend our car rental service. **************** is lacking - due to the "specialized departments" maze that consumers are made to navigate. I have a feeling this is frustrating to their employees as well.
I am still dealing with the medical portion of our claim and feel that there might be another complaint regarding that matter.
However, for this complaint - I am accepting their response, because there is no need for back and forth and I have put in more than enough energy and time into this. It is dis-hearting that a company I used to hold in high regard no longer has my families trust in its services.
***************************

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CSAA is NOT a BBB Accredited Business.