Any USAA policy holders noticed a decline in customer service?

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Any USAA policy holders noticed a decline in customer service?

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I was on the phone with them this morning and they are still great. One of the main reasons I stay with USAA is their customer service. It has been and continues to be excellent.

100%. I've personally had USAA insurance since I started driving at 15. I had them for 29 yrs before just recently switching. I am also in the collision repair industry and deal with insurance companies all day, everyday. USAA used to have the best customer service, by far, of all of the insurance companies. Over probably the last 5 years or so, their customer service has absolutely gone to complete crap. They are now one of my least favorite insurance companies to have to deal with. I can never get anyone in claims on the phone. They outsource almost every estimate and supplement to different third party companies now.

You absolutely got lucky. Their overall customer service is not even in the ballpark of what it used to be. I used to be their biggest proponent and recommended them to everyone. I wouldn't recommend them to anyone, anymore.

I could never get a decent quote from them. Always way higher than most everything else. I still check now and then though.

I've never had any problems with them. Made several claims in last few years. They were always courteous and paid in a timely manner with no issues.

My youngest does roofing as a side gig . He has found USAA to be the easiest to deal with. With that said, he loathes State Farm

I hate to hear it's going down.

I only have to call them once a year or so, and I haven't noticed a difference.

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low-cost haven for service members, veterans, and their families,

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That's a bit misleading. It's never been low cost, and it's never been for *all* service members until about a decade ago.

The slide started when they started permitting enlisted and their families, not just officers, to become a member. The overall volume of fraud (in many forms) started increasing to the point their annualized fraud reserve reported in SEC filings needed to be increased over and over again. I had a role in a sister department that dealt with KYC and AML and had a second row seat to it for a bit.

The amount of insurance risk alone that having your new members be 18 year old enlisted pukes vs. 21-22 year old officers had to be enormous. On the banking side, I imagine chargebacks, credit write-offs, fraudulent account openings, etc., exploded, but I'm not going to dig through a few years of 10Ks to verify it. They became Navy Fed, in essence.

They’ve been great for everything I’ve ever needed

No. Some extensive interactions lately too and they’ve been good.

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ow-cost haven for service members, veterans, and their families,


Not even close to true.

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Yeah, that was a quote from the Federalist article, which is why I jumped on it.

Been with USAA for 20 years personally, and probably over 40 going back 2 generations. Their service overall has absolutely declined and their products are no longer competitive.

After having all insurance, banking, and other financial accounts with them, all I have left is a primary checking account + credit card.

Their only saving grace is that everyone you deal with speaks perfectly clear English. That’s about all I can say.