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Business Profile

Auto Insurance

USAA

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Insurance.

Complaints

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

Find a Location

USAA has 27 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • USAA

      9800 Fredericksburg Rd San Antonio, TX 78288-0001

    • USAA Title Services Department

      PO Box 660986 Sacramento, CA 95866

    • USAA

      125 Prince George St Annapolis, MD 21401-1703

    • USAA

      Arlington, VA 22202

    • USAA

      5505 W Cypress St Tampa, FL 33607-1707

    Customer Complaints Summary

    • 4,040 total complaints in the last 3 years.
    • 1,128 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/22/2025

      Type:Billing Issues
      Status:
      Resolved
      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 power of attorney for ******* *****. She is 88 years old and blind. I have been trying to cancel her auto insurance with USAA (policy #*********) for months. I spent almost an hour on the phone with USAA in May, only to be given a bad email address for sending the **** receipt for tag forfeiture and request to cancel her auto insurance. I subsequently mailed the documents. She is still being charged for the insurance, and I cannot get anyone to talk to me.**** *****

      Business Response

      Date: 07/29/2025

      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: 07/29/2025

      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:07/18/2025

      Type:Product Issues
      Status:
      Resolved
      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 disabled veteran bad eyes and hearing. I have been a, member since 1973/. Your process of antiunification includes me entering my usaa number and thed my usaa pin, then your automated response indicates that you have verified the phone I an calling from. USAA to my knowledge has no protocell/procedure/policy no protocell/policy/procedure to assist me with b USAA needs. My wife and I have at least one power of attorney on file with USAA giving her the authorization to act in my behalf. IT DOSEN WORK! We have been told by our agents That a separate POW is required for my wife to act in my behalf credit card, home mortgage, car insurance, supplemental health care, it every servicer USAA offers. On June 26 I requested a replacement credit cart and was told it would take 7 to 10 business days to arrive. It is now July 12. I made tow phone inquiries and was told the card was requested ******** 27 and mailed on June 28. the next agent told me it was requesed by me on June 26 but was not processed and mailed June 30.l Why so long?????? Why does it take financial institution as large as USAA to send out a replacement credit card. By the way the fellow this morning yawned in my ear I asked him if he was awake. Does USAA not have to follow the Americans with Disabilities act???? Your tv commercials are misleading regarding the service and card USAA provided. By the way how much met profit have you made on me and my wife?? I also need a evaluation of roof to ensure it meets USAA requirements to be *********** replied to USAA Still no credit card and no responses to by last *************

      Business Response

      Date: 07/28/2025

      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: 07/29/2025

      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:07/16/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 this complaint against USAA ******************** for their refusal to provide a basic written statement confirming ownership status and lien position on a vehicle that I am still actively paying off.The vehicle in question is a 2024 Chevrolet Equinox EV RS, VIN: *****************. It was towed in late 2024 to PES Towing in *******, **********, and later sold without my knowledge. I am now attempting to recover this vehicle through law enforcement and the California DMV. However, USAAs refusal to issue a simple ownership confirmation letter is obstructing this process entirely.I have requested the following information in writing all of which has already been verbally confirmed to me by multiple USAA representatives:1. That USAA never received notice of a lien sale or any other communication from *** Towing or its affiliates regarding the intent to sell or dispose of this vehicle.2. That USAA never transferred, released, or otherwise issued title for this vehicle to PES Towing or any subsequent party.3. That USAA remains the legal lienholder of record, and that the loan on this vehicle is still active and unpaid.Despite confirming all three facts over the phone, every department at USAA claims they are not capable of generating a signed letter stating these facts, because they only issue preformatted documents. Ive been transferred between Claims, Loan Servicing, ***************** and ***************** and no one can take ownership of this request.This failure is now blocking me from:Filing a police report for possible vehicle theft or conversion Completing a DMV title fraud complaint Proving ownership to law enforcement, despite still being contractually bound to the loan.

      Business Response

      Date: 07/29/2025

      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: 07/29/2025

      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:07/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 being a long term customer of ********************** I finally had to use my insurance coverage and its been a complete waste. They have given the most minimal effort possible. There is never anyone to answer a phone until I started to get angry and fed up with the lack of support they were offering. Only to be called by an employee to offer zero effort but wanting to understand my issue. Worst company Ive worked with and will be leaving as soon as my vehicle is returned

      Business Response

      Date: 07/14/2025

      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.

    • Initial Complaint

      Date:07/09/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 Usaa since 2013 and their insurance. As of June 3rd vehicle was in an accident, Usaa has ignored calls, messages, and request for almost a month now. Forcing myself to call insurance companies and business for status of repairs on vehicle. Usaa has not even sent adjuster to vehicle to assess damages, it has been over a month without vehicle and or answers as to what is happening.

      Business Response

      Date: 07/17/2025

      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: 07/17/2025

      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:07/07/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Once Great, Now Just Another Insurance Company I have been a loyal USAA customer for over 11 years. Back then, the service was outstanding I could call and speak with a real person who understood what it meant to serve Veterans and their families. They were helpful, responsive, and truly seemed to have our backs.Unfortunately, that has changed.Over the past couple of years, USAA has stopped being the company I trusted. Trying to get someone on the phone now is a frustrating maze of automated menus. When you finally do reach someone, the support feels rushed and impersonal.The final straw for me was a recent flood claim on my homeowner's policy. I was shocked to find out that damage from groundwater wasnt covered something I wasnt made aware of when I bought the policy. It felt like a bait-and-switch.USAA no longer seems to serve Veterans it serves shareholders. Im deeply disappointed to see a company that once stood for something meaningful become just another corporate entity putting profits over people.

      Business Response

      Date: 07/16/2025

      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: 07/16/2025

      Better Business Bureau:

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

      Regards,

      **** ******

    • Initial Complaint

      Date:07/07/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      When calling to make a payment, I was asked for my social security number, I provided it and paid my bill. Once I called back to ask a question about the bill I had just paid, my social security number was no longer recognized by the system and I was transferred to a customer service *** that asked me A LOT verification questions. While being asked a very high number of verification questions, I hung up because I have been a customer with ********************** for many, many years and have never had to jump through this many hoops to access the account I have had with USAA forever. I need to be able to access my account without having to answer a million questions each time I call. I would like for the USAA to contact me via phone to discuss how my account can be accessed without all the verification questions and I would like an apology for being treated this way after so many years with this company.

      Business Response

      Date: 07/11/2025

      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.

    • Initial Complaint

      Date:07/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      They gave us a price for insurance and with that our insurance renewed and it went up $200 More be cause of no fault accidents with a deer and we had a ice on a main road turning into a driveway and hit a curb on the ice. When call customer service they told it went because of the two no fault accidents and windshield rock repair this is not fair to my family our to me. The say the take care of vet they take. Advantaged of us vet need help on fix income

      Business Response

      Date: 07/15/2025

      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.

    • Initial Complaint

      Date:07/05/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Subject: Urgent Complaint: Unwarranted Hold on ******************************* Hardship To Whom It May Concern,I am writing to file a formal complaint regarding USAAs decision to place a two-week hold on my federally issued SSDI (Social Security Disability Insurance) check, which I deposited via your mobile app on July 3, 2025. Ive been notified that the funds will not be released until July 17, ******* a member with no access to local branches near *******************************, I rely entirely on mobile deposits. This prolonged delay is not only excessive but causing significant financial harm. I depend on this check to pay rent, cover utility bills, and buy groceries. Withholding access to essential income for 14 days is an abuse of power and a violation of the spirit of federal protections for disability benefits.There were no errors in the deposit process, and Ive received no legitimate justification for the hold. This situation is urgent. I hope USAA will act swiftly to resolve it and restore the financial security I entrust to your institution.

      Business Response

      Date: 07/15/2025

      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.

    • Initial Complaint

      Date:07/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The company has been unable to reach during normal business hours and continues to not reach out about the status of my auto claim. Impossible to get a human on the phone to help me with my situation or make anything right

      Business Response

      Date: 07/14/2025

      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.

    USAA is NOT a BBB Accredited Business.

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