Business Profile

Auto Insurance

USAA

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

4,030 total complaints in the last 3 years.
1,044 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:05/30/2025
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.
5/30/2025 requirement that submit copy of driver's license. Attempted 5 times with 2 browsers, edge and opera, each time the system said unable to read. No telephone to a human is available. Usaa said via AI that unable to use the bank until copies submitted. Impasse!!!
Business Response
Date: 06/06/2025
Thank you for forwarding this inquiry to our office. Member concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns,we are unable to post a specific reply here for public view; however, we have provided the attached response from USAA.
Customer Answer
Date: 06/08/2025
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.

Regards,

******* ******
Initial Complaint
Date:05/28/2025
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.
USAA claims adjuster for both my Automobile Claim on my Chevrolet Suburban and my home have been horrid to say the least. I have a car with *** equipment on it that is now in its third year of repair- due to incorrect repairs at the ****************** Collision location. Now it has been in a month in a Caliber Collision location in ********, ** and USAA is not paying for the rental at Enterprise Car Rental as they have not sent the adjuster. (We are liable for over $2000 in rental fees). USAA has promised repeatedly that the adjuster will be at ******* to approve the job completion but after 14 days they still have not arrived at the repair location nor are they communicating with us, the repair shop (one of their approved vendors) or Enterprise rental. To think that after ********************************************************************************** **** that I am being brushed off to a corner. Wait until I write you about the even worse service I am receiving on Hurricane ****** (09/27/2024)repairs that are not completed on my home due to USAAs failure to complete their obligations.
Business Response
Date: 06/06/2025
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.
Customer Answer
Date: 06/06/2025
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.

Regards,

******* *******
Initial Complaint
Date:05/23/2025
Type:Customer Service 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.
USAA has changed their customer validation process from the use of "Secret Questions" (questions based on private information) to the use of questions based on "publicly available information". HOW can this be a secure validation when it's based on information available to the public?I spoke with a USAA *** approximately 21 May in order to increase the coverage on my Auto Insurance Policy. I have had my Auto Insurance with USAA for over 50 years. I "failed" to answer all the questions correctly - some of the questions concerned information over 40 years old. I asked to speak to a Supervisor and was told that since I wasn't "validated" as a customer, the *** could not pass me to a Supervisor and the only way I could "re-set" their system was to email a copy of my Drivers License to ************************* that point, I didn't feel I could trust USAA with that much more of my private information so I decided to conduct my business online through my USAA Account. ********************** had blocked my access to my account. I called ********************** again to complain about being blocked and they reiterated the requirement to submit a copy of my Drivers License.Why is ********************** using public information instead of private information to validate customers over the telephone?********************** can validate the customer by their telephone number of record when they call; why isn't that at least sufficient validation to be able to speak with a Supervisor?Why should a failure to be validated over-the-phone have blocked a customer's access to their on-line accounts? An on-line account is self-validating (Online ID, ******************** Code).USAA: Oh, How the Mighty Have Fallen.VR,****** ******* US Army, Ret.USAA Member since 1972
Business Response
Date: 06/02/2025
Thank you for forwarding this inquiry to our office. Member concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view; however, we have provided the attached response from USAA.
Customer Answer
Date: 06/02/2025
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.

Regards,

****** *******
Initial Complaint
Date:05/21/2025
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.
Auto claim 002397598-801 March 11, 2025, Contacted USAA, they said Caliber Collision would handle the claim. I would be provided a rental car for 50 days March 3rd. ******* ****** handling the adjustment for USAA. Caliber and Enterprise contacted me, and I was provided with a vehicle for the 50-day rental and the vehicle was towed to Caliber.March 13th, email from ******* requesting additional details.April 1st, I attempted to contact ******* left 3 voicemails no response. Messaged USAA Caliber was waiting USAAs approval. Received a response from ****** Istain-****** on April 2nd, to investigate.April 8th, Caliber contacted me, they had not heard from USAA. I sent another message April 10th. April 11th, message from ****** Istain-******, stating that she would call that day. No call.Message sent April 12th. April 15th, another message, ****** said that the manager and director were involved.April 16th,another message, April 17th, I received a message indicating that the director was also involved. April 18th, ********* ****, special investigator, requested a call. She said that once the claim had been settled and I received payment, rental extended for an additional 7 days. Had installed a scooter lift in the vehicle in November 2024, and needed inclusion in the claim. ********* **** asked for sales document, which I had paid $3,929.00.April 21st, new adjustor Megan ************************ was assigned. I called her expressing my displeasure with the value of the scooter lift There is no way to replace it at the cost. I dont feel I was heard by USAA and after 50+ years of being with them, I would like *************************** of what it was worth. When returned the car May 3rd I was told Enterprise had messaged them and said it was due back April 29th and I now owed for the extra days. I again spoke to *****, they had not informed me and said the rental was as of the offer date, not when they paid it as the adjustor had said. Medically I need it!
Initial Complaint
Date:05/21/2025
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 had a ** with USAA that was in a renewal period.On May 13, 2025 I reached out to USAA support chat to inquire on the renewal rate. I was advised by *********** the rate would be 4.41%.Today I checked the ** and it renewed at 2%.On May 21, 2025 I reached out to ******* in USAA support chat who could not provide support on the rate difference and said if I cancel it would be a $19 penalty.The decision to renew was based solely on guidance received by USAA agent.
Business Response
Date: 06/03/2025
Thank you for forwarding this inquiry to our office. Member concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view; however, we have provided the attached response from USAA.
Customer Answer
Date: 06/03/2025
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.

Regards,

******** *******
Initial Complaint
Date:05/21/2025
Type:Product 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.
USAA received a cashier's check from me for deposit through certified mail and has refused to deposit my money in my account. They received my check on May 6th at 1047am and as of May 21st they still have not deposited it. I've called just about daily and have been told everything from we lost your check to it will be in your account soon, I was called a liar and told there was never a check at all. I have copies of the letter they sent instructing me to mail in my check after digital deposit failed. I have the tracking number showing they received it. I have called everyday and still get no help to resolve the issue. The cashier's check is from *********************** as I was the beneficiary for my Son's father account who passed away. It's a large check and my family needs it. USAA either lost it or stole it, either way they refuse to resolve the problem. Below is the tracking number for the certified mail used to mail the check to USAA.
Business Response
Date: 05/30/2025
Thank you for forwarding this inquiry to our office. Member concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns,we are unable to post a specific reply here for public view; however, we have provided the attached response from USAA.
Customer Answer
Date: 05/31/2025
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.

Regards,

***** *****
Initial Complaint
Date:05/19/2025
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.
On May 2. 2025 I went online to book a room with USAA perks and asked for 1 room with 2 adults. I clicked on next to go to the next page and it asked for the name of the people that were going to be in the room, so I put our names. Then I clicked next and the site asked for my charge card information, I entered the information and hit continue. The next page showed a charge for 2 rooms, so I emailed immediately to the company and tried to get in on a live shat to fix the problem, with no success. So I called and no one picked up my call. The response came the next day from USAA that informed me that the company they are working with (Holiday Inn) does not issue refunds, so their hands are tied. I never selected to have 2 rooms, so they should have never billed me for 2 rooms and this set up where there are no refunds sounds sketchy, since their app is automatically billing for 2 rooms.
Business Response
Date: 05/23/2025
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.
Customer Answer
Date: 05/25/2025
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.

Regards,

******* ******
Initial Complaint
Date:05/16/2025
Type:Product 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.
This was written to USAA answering their question like they asked on the document they sent me, and they are claiming what I sent them is insufficient. I answered the question they asked. As of writing 5/16/25, I still have not been refunded."To USAA, YSI Champions Way was previously disputed, but I called usaa to cancel because they reached out to me to refund. As of today, April 26, 2025, I still havent received the refund. They use a service called Two Dots, and they wouldnt accept my veteran proof of income. They wanted to physically log into my usaa account and allow Two Dots to access it, which I know voids any claims of future issues. I read on the Two Dots FAQ that they sell to third-party companies with third-party bidders. I informed YSI Champions Way that I wasnt comfortable sharing my bank account information, as it would eventually be sold to a third party. Despite this, they assured me that they would refund me the money and understood that I was showing government letters and sharing my bank information. *Service is an application *Attempts and Contacts through multiple phone calls and emails over a few months."
Business Response
Date: 06/04/2025
Thank you for forwarding this inquiry to our office. Member concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view; however, we have provided the attached response from USAA.
Customer Answer
Date: 06/05/2025
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.

Regards,

*********** *****
Initial Complaint
Date:05/16/2025
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.
On May 13, 2025, USAA abruptly terminated access to my on-line account after 40 plus years of patronage. I have contacted USAA and they said they will not provide access without additional documentation but refuse to identify the basis and authority for this action or the reason that the documentation was not requested prior to the terminating my access. They are holding the money in my checking and savings accounts hostage to their demands.
Business Response
Date: 05/21/2025
Thank you for forwarding this inquiry to our office. Member concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view; however, we have provided the attached response from USAA.
Customer Answer
Date: 05/21/2025
Complaint: 23337312

I am rejecting this response because:

Regards,

***** *******
Initial Complaint
Date:05/15/2025
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.
In April 2024, my husband and I bought a new car. The loan officer said my husbands credit was super but mine was not good. I have been married for 43 years and my husband always handles the bills (his FICO is 877). We had no idea or even thought to run my credit as all of our banking is done jointly. USAA has posted on my credit report that I owe $228 on a credit card that was allegedly to have been issued to me me in April 2020. This card was issued to a ********* ****** ******* in **********, ****. I have never been to **** and I have no idea of who this person was. I have lived in ********* ******* for the last 30 years. To say this is a similar name is like saying **** is similar to ***** (really). My husband and I have been working for over a year to get USAA to remove this and have only been met employees that are unwilling to take care of such a simple request. I could easily pay the $228 but then it will look as if I am accepting the card as mine. The last dead end I talked with was ******, a bank advocate and she did nothing but throw up one roadblock after another and will not return my calls. I also spoke with ******** ********* and ****. I have tried to speak with **** Bayshore who is a rubber stamp and CEO **** ******** but they are unreachable. We have already paid off our real credit card and have withdrawn our CD. We have bent over backwards to get this issue resolved and now I understand why they are opening USAA up to anyone!
Business Response
Date: 05/30/2025
Thank you for forwarding this inquiry to our office. Member concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view; however, we have provided the attached response from USAA.
Customer Answer
Date: 05/30/2025
Better Business Bureau:

USAA finally reached out to me yesterday and advised me that they are treating it as fraud. As long as they follow through, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ********

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USAA is NOT a BBB Accredited Business.