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USAA Auto Insurance Review

38 Customer Comments & Reviews - see all comments
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USAA, otherwise known as United Services Automobile Association, is a Texas-based financial organization that operates worldwide. Founded in 1922, the company's auto insurance is just one of the many insurance types they offer. Its policies are complemented by award-winning support that's available day and night.
 
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How is USAA rated?

Breakdown

4.6/5
Coverage
4.8/5
Financial Strength
0.0/5
Supplemental Coverage
4.5/5
Pricing & Discounts
4.8/5
Claims Satisfaction & Customer Experience
4.5/5
Automation

Overall Rating: 4.4 / 5 (Excellent)

ConsumersAdvocate.org gives USAA an overall excellent rating. It offers standard coverage options, discounts, and additional benefits. It has formidable financial strength, as shown by its ratings from the leading credit rating services and, in an industry that attracts more than its share of negative consumer comments, seems to do a good job at meeting its customers' needs. With exceptionally high ratings across the board and a solid market share, USAA should be seriously considered by active military members and veterans in the market for car insurance.

USAA Coverage

Basic Coverage

  • Bodily Injury Liability
  • Property Damage Liability
  • Collision
  • Comprehensive
  • Personal Injury
  • Uninsured/Underinsured Motorist

Coverage - 4.6 / 5

ConsumersAdvocate.org rates USAA as an excellent choice for auto insurance. Its coverage options are similar to those offered by its competitors. This is not unusual within the car insurance industry, since auto insurance coverage is fairly standardized.

Coverage Fine Print

USAA offers Accident Forgiveness, an option that policyholders can purchase which affirms that their premium won't go up after one at-fault accident.
Accident Forgiveness may require an additional premium and is not available in CT, DE, NC, CA, and NY. Not applicable to past accidents. Can only be applied to one accident at a time per policy. Accident Forgiveness is not a promise to continue coverage and the policy continues to be subject to underwriting guidelines.

Customer Experience

National Association of Insurance Commissioners

NAIC Complaint Ratio
1.01
NAIC Total Complaints 2020
390

Customer Ratings

BBB Rating
A+
Number of BBB Positive Reviews
21
Number of BBB Neutral Reviews
5
Number of BBB Negative Reviews
221
Date Collected
2017-11-10
*The NAIC Car Insurance complaint ratio (in this case 1.01) compares a company’s performance to other companies in the market. The median complaint ratio across all car insurance companies is 1. A score below 1 means the company received fewer than the expected number of complaints. A score above 1 means the company received a more than the expected number of complaints.

Claims Satisfaction & Customer Experience - 4.8 / 5

With its close-to-average 1.01 complaint ratio with NAIC, USAA’s customer service seems to operate efficiently. And we can infer that the company also acts ethically. Although the company does have a fair number of negative reviews, this is fairly common for the industry, and the company's A+ rating with the Better Business Bureau is supported by 21 positive reviews.

Financial Strength

Key Details

Premiums Written 2020
$11,691,051,166
Marketshare
5.46%
AM Best Financial Rating
A++
Standard & Poor's Financial Rating
AA+

Financial Strength - 4.8 / 5

USAA is the sole underwriter of its policies, and can therefore enjoy sole responsibility for their 5.46% marketshare and near $12 Billion in premiums. This positive financial outlook is backed by its good ratings of AA+ and A++ from Standard & Poor's and AM Best, respectively.

Pricing & Discounts

Pricing & Discounts - 4.5 / 5

USAA offers multiple discounts including savings for students, people with safe driving records, and holders of multiple vehicles or policies. In addition, active military members can save up to 15% on their auto premiums when they garage their vehicles on base.

Discounts Fine Print


Multi-Vehicle Discount
Restrictions apply.

Safe Driver Discount
USAA's discount for safe drivers is the Premier Driver Discount and is not available in HI.

Good Student Discount
Good student discount is not available in HI and NC. Restrictions apply.

Annual Mileage Discount
Discount not available in HI and NC. Other restrictions apply.

Contact & Additional Information

Homepage URL
https://www.usaa.com/inet/wc/auto_insurance_main?0&akredirect=true
Company Phone
(210) 531-8722
Headquarters Address
9800 Fredericksburg Rd., San Antonio, TX, 78288
Year Founded
1922
What We’re Hearing From Our Readers
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Customer Comments

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E
E. A
9/5/2018
I have been a member of USAA utilizing auto insurance since September of 1971. In March of 1971 I purchased my first car. The dealer arranged coverage with GEICO. In September, I was eligible for coverage with USAA. When I made the change, my coverage increased and my premiums decreased 50%. During the last 20 years I have added homeowners insurance, banking and investments. My numerous interactions with the highly professional customer service representatives have been extremely meaningful. All of my experiences have been positive. I am a USAA member for life. I have no desire to change companies.
3 People found this helpful.
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Mario A
2/21/2019
I found the price high for insurance. They never thank me for my service when I complained they were rude. I complain to one of the bosses that they never said thank you for my service. The reason I give them a 1-star rating.
2 People found this helpful.
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M
Malcolm S
12/10/2018
30 years with USAA and I sill believe USAA is the best when it comes to auto and home insurance. It is the worst when it comes to tech support with logging into your account online. USAA representatives will try to help you but they are not tech people. They can only do a few things to help you fix the problem and if that does not work, they will blame it on a computer problem on their end. I have tried numerous times to see my accounts online but still cannot. I have been told by many USAA representatives, after trying the same thing over and over again that the problem is on their end. Again, great insurance but poor tech support.
2 People found this helpful.
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R
ROBERT E
9/30/2018
my wife was hit in the rear end her chev was total usaa payed all the claims
2 People found this helpful.
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J
J. D
8/29/2021
I give usaa a 1/2 star but really should give them less. Buyer beware, they are a ripp off & a scam & they have multiple lawsuits against them & have been taken over!! Buy at your own risk!!
1 People found this helpful.
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C
c
5/14/2021
USAA touts itself as an insurance company for families of Military and Veterans. They are not. First, they could not even do their job and submit the right forms to my state when I had an accident causing my license to be suspended. A form that should have been submitted first thing after the accident. Through an odd circumstance, I found out I had been driving on a suspended license and had no clue! This was 4 months after the accident and I was now having to follow up with them because of their incompetence! Not only that but it took them 4 months to get a check issued for the vehicle in the accident and I was stuck dealing with the lender! Also, they dropped my family when my husband... Read More
1 People found this helpful.
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D
Doug
2/3/2021
Lied reduced ACV & inflated repairs in order to meet “total loss” threshold
1 People found this helpful.
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R
Robert l
8/6/2020
I was hit from the back at a stop sign by a young lady and by the time I got an estimate the next day USAA send me a check for the amount of damage the following day
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