USAA Auto Insurance

8.3

Overall Score

82 User Reviews

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USAA insurance was founded on the principles of people helping people, when 25 military men agreed to insure each other's vehicles when no one else would. Memberships are open to U.S. military service members, veterans with an honorable discharge and their eligible family members, with some policy types available to the public.Since its founding, USAA has expanded the services they offer to include other types of insurance as well as banking for all Armed Forces members, past and present, and their families.

The Good

  • Coverage features
  • Service coverage
  • Discounts
  • File/Track Claims

Coverage Features

All policies are custom-created to meet the insured's needs, budget and state minimums. Additional coverages can be added into the policy.

  • Property damage liability
  • Bodily injury liability
  • Uninsured and underinsured motorist
  • Comprehensive coverage
  • Collision coverage
  • Liability coverage
  • PIP
  • Extended benefits
  • Roadside assistance
  • Rental reimbursement
  • Accident forgiveness

Service Coverage

The company provides their products and services in all 50 states, which can only be said about a handful of the largest insurance companies. This availability is somewhat tempered by the fact that only service members and their immediate family have access to their services. USAA also offers a great opportunity for members who want to add a policy to their home, with up to 75 percent of the home's insured value with no depreciation factored for all members.

Discounts

  • Driver training
  • Multi-vehicle
  • Family tradition
  • Good student
  • Safe driver
  • Accident forgiveness

Membership savings include discounts for family members, multi-product savings, long-term customer rewards and discounts for vehicles stored in military installation garages. A free mobile phone app for iPhone, iPad, Android and even Windows Phone provides access to insurance, banking and investment services. Members can check balances, pay bills, access auto ID cards and do many other essential things.

Agents and reps of USAA are exceptionally friendly and helpful. Based on our experience and hundreds of online reviews from numerous websites, USAA employees tend to be highly professional, compassionate, understanding and willing to assist members in expediting claims based on individual needs.

File/Track Claims

The claims process appears to be efficient and fair, and claims can be filed either over the phone or online at the USAA website. Claims can be tracked online, or a USAA rep can guide members through the process step by step. They provide a lot of help throughout the claims process, including locating a repair facility, renting a replacement vehicle, and facilitating replacement of stolen or damaged electronic equipment.

The Bad

  • Coverage limitations
  • Service hours
  • Qualified clients
  • Claims process

Coverage Limitations

USAA doesn't have as much policy flexibility as other major insurance companies. Some optional coverages are only available in limited areas. For example, accident forgiveness in not available to members in North Carolina, California, New York, Maine or Delaware.
Roadside assistance is provided through USAA towing and labor coverage at a super low rate, but the coverage is fairly limited. For example, they will only tow to a local repair shop within 14 miles. If a customer needs to go farther than that, they will have to pay for it. Compare that to AAA, which tows up to 100 miles.

Service Hours

For some reason, USAA has limited service hours for their claims office, which can be frustrating for members trying to get hold of a rep during off hours. The website can be used to file a claim 24 hours a day, seven days a week, but some people prefer to call and speak to an actual human being. For those individuals, the limited hours will be especially annoying.

Qualified Clients

Of course, the biggest negative that can be said about USAA is that they only offer their services to military personnel and their qualifying family members. This means most people cannot take advantage of their affordable rates, even though the company operates in all 50 states. Though they have flirted with offering limited services to non-military customers over the years, it is doubtful that this will ever be the norm.

Claims Process

Though customer service seems to be really good on the whole, there have been a number of complaints from members who have had trouble with the claims process. Most of these complaints have to do with response times. However, a number of people have noted a tendency to declare a damaged vehicle a total loss even when the damage is not severe.

The Bottom Line

Any military personnel or qualifying family members will do well to consider USAA for their insurance needs. They provide some of the most affordable rates on the market, much lower than many of their competitors. Combined with a few good discount options and great customer service, it is difficult to think of a good reason for those who have access not to take advantage of these great rates.

They don't have the widest number of insurance options, but what they do have is great and covers all of the essentials. Claims service hours are limited, which can be frustrating, but the ability to file and track claims online should help. USAA is definitely worth looking into for all your insurance needs and comes highly recommended.

User Reviews

4.5

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10

John Thompson

February 12th, 2018 Helotes, TX DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

After 53 years and never a problem when I had to file a claim, how else would I rate them?

Helpful?

10

Neil Minton

February 12th, 2018 Carrollton, TX DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

This company goes out of their way to handle a claim fairly and swiftly.

Helpful?

10

Colvin Doughty

February 12th, 2018 Bellevue, WA DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

Though I've had little need for their service whenever I've contacted them they have responded efficiently and effectively. When I've had an accident I felt I was fully and well represented.

Helpful?

10

Dennis Kimberlin

February 12th, 2018 Phoenix, AZ DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

Been with them for 34+ years. The reason is that they are trustworthy and treat military retirees with respect. You can probably get insurance for less but will the quality of service be the same? I don't think so!

Helpful?

10

George Johnston

February 5th, 2018 Tampa, FL DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

Had them for over 40 years and service has always been top quality.

Helpful?

10

Eugenia Marcus

February 5th, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

We have had them for 50 years. Claims have been resolved quickly and easily.

Helpful?

10

John Johnston

February 5th, 2018 Jacksonville, NC DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

Because they have great prices on auto, insurance,home insurance and a lot more to offer plus they take care of people who serve for our country and the people that work there are always there for you I would like to thank all the people that work there they do an outstanding job thanks

Helpful?

2

Ken Harrison

February 5th, 2018 Mount Pleasant, TX DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

Sorry folks at USSA and very sneaky. Over 20 years and I would rate them lower than 1 if I could.

Helpful?

10

Luke

February 5th, 2018 Heber, UT DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

Affordable prices, great friendly customer service, and excellent coverage

Helpful?

10

Rosemary Lesser

February 5th, 2018 San Pablo, CA DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

Outstanding customer service over past 40 years with USAA

Helpful?

10

Laurie Trlak

February 5th, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

their customer service is exceptional. They are always polite and professional. When we hit a dear 3 years ago, they paid the claim promptly.

Helpful?

8

Royal A. Brown III

February 5th, 2018 Winter Haven, FL DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

Good value for money - will insure your children even after reaching adulthood and being on their own.

Helpful?

10

Hope Filled Futures

January 26th, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

Great customer service, prices and claims service

Helpful?

10

Jessica Zaret

January 26th, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

Helpful, fast, covered proper repainting of hood and guaranteed repair work.

Helpful?

8

[email protected]

January 26th, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

Insurance product keeps dropping, prices increase

Helpful?

4

Dana P Curry

January 26th, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

Not very friendly to member over the years. USAA is falling off.

Helpful?

8

Gary H Renfrew

January 22nd, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

The payments have increased to where I am looking for other insurance

Helpful?

10

Danny Jasso

January 22nd, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

Excellent customer service and excellent at what they do for customers in the car insurance industry

Helpful?

10

Roger Paradis

January 22nd, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

They are rated the #1 customer service and if you are connected to the military there is not a less expensive company around.

Helpful?

10

Kenneth

January 22nd, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

I have been with them over 50 years and in my opinion they are the absolute best in the Business bar none!!

Helpful?

10

ROBERT A LEES

January 22nd, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

I have been with them for more than 40 years and have never had a problem with claims for damage to my home, my 2nd home, liability claims for my children's exploits, automobile claims, personal injury claims, or anything else they have insured. All claims were settled quickly, fairly, and satisfactorily.

Helpful?

4

Warren Bishop

January 22nd, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

USAA has lost their way. They aren't looking after Veterans and their families - as they pretend on TV commercials- just squeezing people, lowering service, stepping away from commitments, and raising prices.

Helpful?

10

Mike Hugill

January 22nd, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

responsive, customer oriented, reliable and very loyal to clients

Helpful?

10

Terry

January 22nd, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

They have both great service and great prices!!

Helpful?

10

PEPPER1265

January 22nd, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

Customer Service, Products, Website When you speak to a USAA Representative you are getting a knowledgable, caring person no matter if it's a question or you need immediate help in a crisis. And the premiums for their products are very competitive.

Helpful?

10

KirkRon

January 22nd, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

I get A-1 service and after an accident, they did not raise my rates.

Helpful?

10

Patrick Kinsey

January 22nd, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

Best coverage and lowest rates by hundreds of dollars

Helpful?

2

michael moore

January 19th, 2018 Fort Worth, TX

They might be great if you are a client, but I had their client hit me and they are blaming me when I didn't do anything wrong. I need my truck to get to work and the adjustor will not even call me. If you get into accident will their client prepare for a fight.

Helpful?

8

April Yedinak

January 15th, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

They have the best rates and great customer service. I have been very pleased with USAA.

Helpful?

8

Art

January 15th, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

they are good and have been around for a long time. They cater to the military and I like that fact.

Helpful?

10

Pat Ohagan

January 15th, 2018 DETAILS

Value for your money
Quality of product or service
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Company trustworthiness

Their customer service is head and shoulders above anyone else

Helpful?

10

Kelly

January 15th, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

They give me what I need and then some including their car buying service..

Helpful?

2

J.Sal

January 15th, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

After 23 years of happily taking our money, we filed our 1st claim. It's been a month with no resolution.

Helpful?

10

Drema

January 15th, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

very friendly, and website very user friendly, willing to work with you.

Helpful?

10

Dick Taeuber

January 15th, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

Customer service, overall service and responsiveness, rates over 61 yeasr with them

Helpful?

10

Michael Johnson

January 15th, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

Service and response is excellent always ready to help and available.

Helpful?

10

Tonya

January 15th, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

Whenever we have had an issue they are highly experienced, friendly and eager to help. The coverage is also financially manageable

Helpful?

10

Kenneth Bouldin

January 15th, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

top quality coverage, 24 hour service, reasonable rates, top notch service

Helpful?

10

Sara Crusade

January 15th, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

Great price, great customer service with a company I trust.

Helpful?

10

Joe

January 15th, 2018 DETAILS

Value for your money
Quality of product or service
Customer Service
Company trustworthiness

The quick response when we need help including road service and the affordable price.

Helpful?