The Better Business Bureau (BBB) and Trustpilot have a mix of positive and negative customer reviews for USAA. Satisfied customers have commented on the level of personal attention they received from representatives and the ease of USAA’s claim process.
Some customers expressed concern over a perceived trend that USAA has become less customer-focused in the past few years. Other customers have complained about using the company’s website.
“Every time I’ve had to deal with USAA, it’s been a pleasure. [The company has] taken my insurance claims, done its due diligence and gotten everything sorted out with a minimum of stress. [USAA has] put a calming note on the experiences that necessitated calling them.” —Sam B. via Trustpilot
“I have been with USAA through checking, savings, auto insurance, etc. for over 24 years now. It has been the most professional, understanding, knowledgeable and friendly people I have ever met throughout my life.” —Jason B. via BBB
“For most of my adult life, I have loved USAA. For example, I get checks from USAA every winter before Christmas. When I had wind damage, it did not argue with me about the payout. I’ve never had a service problem. I have [USAA} credit cards, car insurance, homeowners insurance, wrap-around protection and car loans. However, in recent years, as USAA has sought to expand its market, it has severely compromised customer care and its focus. I call it institutional drift.” —Bill P. via Trustpilot
“I have been a customer for several years and have had no issues with customer service, financing or anything really. The issue I have is the security of the site leaves much to be desired. Passwords are limited to 12 characters and the two-factor authentication methods available are either insecure or on a proprietary app/platform that I would only use for this account.” —Steven N. via the BBB