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USAA Auto Insurance Review

39 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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Carl K
10/4/2018
USAA has hid two post on facebook. I am a 37 year member. I have always carried $500,000 uninsured and underinsured motorist coverage plus $10,000 medical. In 37 years I had never filed a medical claim. I was rear ended while stopped. I suffered knee, neck, and back injuries. I documented everything and tried to work with USAA for 3 months to get treatment. I had to hire a lawyer and we successfully settled with USAA. If you are injured, USAA will not preauthorize any treatment. It is in the policy. You have to get the treatment and then submit the bills. Most medical providers will require you to pay up front with out a preauthorization. This means you have to pay several... Read More
11 People found this helpful.
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R
royace w
7/26/2018
high on profits very low on fair play . one of their insured backed into my car and usaa would not pay for 2,500 repair . if you like this kind of insurance company represent you by all means go ahead ask Joseph A Lane
11 People found this helpful.
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Karla F
12/16/2018
Don’t bother! Last night I slid off my driveway due to rain. My truck got stuck. It’s on a hill and I couldn’t get traction. I called for towing today. Found out that since it’s more than 15 feet off the pavement, it’s no longer covered under towing but is now booked as a collision. What BS! I didn’t hit anything, no damage to my truck, I just can’t get traction due to days of rain! I am p*ssed. (BTW, you cannot use the word p*ssed or your post won’t be published) I have been a USAA member doe nearly 30 years. Too many policy changes and just not worth it anymore. They no longer care about the members.
10 People found this helpful.
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Pamela S
4/3/2018
This company is the worst. They are all for your money not for the people. As a veteran I’m very disappointed.
8 People found this helpful.
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Clark S
2/27/2018
We've had USAA for fifty (yes, FIFTY!) years now and wouldn't even consider changing to another company. Along the way we've had a few claims (both auto and homeowner's), and in addition to the claims being handled fairly, quickly, and efficiently, we've never experienced any significant rate changes as a result. Speaking of rates, when comparing you'll definitely want to consider the fact that USAA offers an annual "rebate"; the amount of which is based on a formula of how much you paid in premiums, and their loss experience. Part of this rebate is awarded in cash (or credit to your current premium), and part is deposited in a "Subscriber Savings Account" with the company (and the... Read More
8 People found this helpful.
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btotra
11/29/2019
This company is extraordinary at collecting premiums but are a Wolf in Sheep's clothing. In a world that is so negative I have personally only written one negative review. I have had more than one negative experience but try to focus on the positive side of things and be a counter balance. But I hope my review below will shed light on the process and educate people that could possibly go through a similar experience. USAA waves the flag that they serve those who served. This is the most fraudulent marketing ploy ever and should be vetted by someone. I have been insured as a member of USAA for than 9 years and in that time I had never filed a claim. Thus my experience has been... Read More
7 People found this helpful.
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D
Donna P
1/3/2019
I am submitting a complaint to the insurance commissioner over the ridiculously inept handling of my son's claim against this company's insured - a 91 y.o. who admitted taking his eyes off the road and rear ended my son at a red light. My son's car was totaled - no rental was offered - in fact the original rep he spoke to said "this was no ones fault - it was an accident." Many NJ lawyers would be happy to dispute that on a contingency basis. All my son wanted was a timely assessment and conclusion - which included paying off the loan and getting the remaining funds towards a new car. The second rep was more helpful, offered the rental, and after arranging for us to FedEx necessary... Read More
7 People found this helpful.
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Robert M
9/11/2018
I've been a usaa customer for about 18 years. They were great when we first started with them. Today, I just can't trust them anymore. They either have the most incompetent people working for them, or they are actively trying to screw up policies. I think they just try to tack on money and hope you don't notice. Today will be the last day I'm a customer with them. I'd rather pay more for good service.
7 People found this helpful.
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Corellon C
10/8/2018
I have been a loyal USAA customer for over 20 years. I use them for all my insurance and banking needs. My wife had a bad string of luck the past 2 years with 4 accidents. Even though the prior 20 years saw almost no claims, they dropped me effective this month, October 2018. I'm a disabled vet and father of 4 with a single income family. Despite all the years of my loyalty and paying all my premiums in full and on time, the company that claims to serve those who served abandoned me in my time of need because we dared to use the insurance we paid for all this time. I'm disgusted by them and the fact they made a ton of money off me but couldn't stand by me when we had a rough patch. I even... Read More
6 People found this helpful.
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C
Cindy
9/30/2018
The worst insurance ever! We have paid 6-month premiums, (Never late) for 13 yrs! 1 Claim a cracked window! When S. Mattson of Utah ran a 4-way stop at 55 mph and totaled my car! I had the audacity to think I had the best insurance! Was I wrong! USSA refused to pay for the pain medicine the Dr ordered! I had to beg them to pay the less then $20.00 measly Dollars after a yr they finally paid it! They refuse to pay a $334.00 Dollar Dr Bill, For a Dr my Dr had referred me to Because my leg was not healing! My big mistake was letting USSA handle my claim! I mistakenly thought I had the best insurance, And they would take care of me! I should have went directly to Sheri’s insurance and let them... Read More
6 People found this helpful.
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