re: Any USAA policy holders noticed a decline in customer service?

I've been with USAA since way back when it was officers only.

We dropped the car insurance with USAA this past year because they got outrageous and went with Flo at Progressive. The only USAA insurance we have any more is homeowners on our Alabama house.

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We dropped the car insurance with USAA this past year because they got outrageous and went with Flo at Progressive.

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While I was at the body shop there was another guy in there with a less than year old car. Progressive was apparently severely lowballing the front bumper work on his car. The service tech looked at me and said that Progressive was the worst to work with and often would require added time to repairs because if all the back and forth.

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Are you saying they just started allowing enlisted to join 10 years ago? Because I joined as lower enlisted in 1998, at the suggestion of my nco's, who presumably joined even earlier than that.

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It’s been a drawn out decline. It started with enlisted, and eligibility just continued to expand to family members and extended family members.

There was a time when USAA was exclusive and had such a superior product that people often wouldn’t file claims for fear of losing it. Now that it’s been commoditized, they don’t have any services that separate their products from others and are slowly getting left behind.

Nope

The drop in service has been precipitous. They don't compare to how good they were less than a decade ago. Been sad about this every time I need to call them now.

Would you really expect improved services from a company that chose Gronk as a spokesperson

I've been a USAA member for over 50 years. I get pissed off every time I see a commercial because that's money that should be going into my Subscriber Savings Account.

Service has gone down to a degree, but the big thing is broadening membership beyond joining when part of the active duty and selected reserve force.

In my perfect world, you'd have to be an E-5 before you could join and just because your parent(s) were military is not a reason to become a member. Then, do away with all the commercials.

We’ve had them for over 20 years and have definitely experienced negative change in the customer service response lines. They go through all the animated voice asking 15 mins of questions and when you finally get to a representative, the first one you try very rarely can answer your questions, they have to put you on hold and apparently go ask someone who knows more than they do, Its backs and forth like that for 20, 30 sometimes 45 mins and what you called for often doesn’t get resolved.
Had a nightmarish circumstance with them just 6 months ago, my wife’s mom died and wife was handling closing out her various accounts. She called USAA to cancel her mom’s policy, it seemed like it went fine, then 17 days later wife and I get a notification from Baton Rouge saying OUR insurance had been cancelled and our licenses were locked and flagged on the state wide website. It took 2 weeks and several hours of work, phone calls and trips to the DMV to keep from paying fines and get our licenses unflagged. All because a mistake a USAA representative made when my wife called, they cancelled our policy and her moms.

Been a member for 30 years. They were the Chick-fil-A of the insurance world. The past president must have been total dog shite because they took away the subscriber checks, increased rates to above peer companies, and customer service is average at best. Dropped the auto for GEICO and it has been cheaper with better service.

Really pisses me off they opened up membership to junior enlisted and family members.