Subject: Re: Re: Re: Re: USAA and awful service and treatment

Comments:
: :I am pasting below a letter I finished in the wee hours this morning [071303] regarding the non-renewal by USAA of three insurance policies: : Dear Mr. Schroeder: : As we discussed this evening [071203] I have received notices dated July 9, 2003 stating that the following insurance policies will not be : renewed effective August 16, 2003 at 12:01 a.m.: : Automobile Policy : Fire Policy : Renter's Policy : It is my belief that this is retaliatory action on the part of USAA persuant to complaints I filed with the Insurance Division--State : of Hawaii regarding the Hawaii automobile insurance requirements for/ details of--operation, staffing, and services provided at USAA's "complete sales office" located at Crawford and Company; 711 Kapiolani Boulevard, Suite 900; Honolulu,Hawaii 96813-5272 [(808-591-2376)]; the attempted deletion of a vehicle from the auto policy on January 22, 2002 when the auto policy was in "non-payment cancellation"; the amended policy for said deletion; the amended premium for said deletion; the $50.01 credit for said deletion promised by Matthew on February 17, 2003; and the use of consumer reports in the calculation of the current auto premium. : In the three letters dated July 9, 2003 Mr. Jeffrey G. Larkin, Senior Underwriter Central Region USAA Casualty Insurance Company,states : that "on numerous occasions in the recent past" ... I have "expressed ...concerns over...compliance with Hawaii Insurance Laws" and that my "continued expression of dissatisfaction with this matter demonstrates [a] lack of trust in the company..." : Mr. Larkin also mentions that USAA has "been given assurance by the State of Hawaii Insurance Division that...current business practices : are in full compliance with Hawaii regulations." : On Monday, July 14, 2003 I will visit the Hawaii Insurance Division to request an opportunity to the view the file. I will submit copies : of Mr. Larkin's July 9, 2003 letters for the Commission's consideration. To date I have not gotten anything from the Commission informing : me that any determination has been made regarding the legitimacy of the concerns I have raised. If they have, it complete 'news' to me. : In the mean time, I have looked at the Texas Department of Insurance’s website: www.tdi.state.tx.us and read a piece by Jose Montemayor, Texas Commissioner of Insurance. In an article entitled "Saving Money on Your Insurance...Consumer Protections Against Losing Insurance Coverage", Mr. Montemayor explains that, in Texas at least: : "If an insurance company decides not to renew your policy when it expires, it must give you at least 30 days’ notice before the policy : ends. Companies may non-renew for reasons including allowing the property to deteriorate or if you’ve made three or more non-weather-related : claims in the past three years. Those include losses from events such as fires, theft, or broken water pipes..." : "Your insurance company also cannot refuse to renew your auto policy until after 12 months of coverage. After that, it must give you : 30 days’ notice and explain why it plans to drop you..." : "The Texas Department of Insurance’s website www.tdi.state.tx.us has more information on homeowners and auto insurance, including : what you should do if your policy is cancelled or non-renewed. If you feel you’ve been treated unfairly, call our [Texas] Consumer Help Line : at 1-800-252-3439 for information on filing a complaint..." : I spoke with Mr. James Mitchell at the credit card division and requested a return call on Monday so that I may ascertain if there are plans to cancel my credit cards. I asked Mr. Mitchell to send a similar request to the folks that handle my mortgage. : I will forward this email to the Hawaii Insurance Commission as well as to the Texas and Georgia commisions. : Thank you for your assistance with this matter. : Sincerely, : Sandra J. Roberts : Daughter : Lt. J. G. Maurice Richared Roberts (deceased) : : You are correct Stephanie about some of what you have heard. Also, I am aware of the demoralization of the employees who work within claims at USAA. The morale is at an all time low due to how the employees are being treated. USAA use to be a great place to work for and has received many awards for it. But now it has become almost like Hell on earth for the employees, with many leaving to work for other companies such as Allstate and State Farm. I am not an employee there, but I have known many who still work there are have in the past. The reason for the decline in the service is due to the policies that have been implemented in the last six to twelve months. Look for worse things to happen in the future....USAA is definitely in decline. It all points directly to Davis and his management. As a human resource professional who owns his own consulting company for the past 11 years, I am pesonally apalled at what I am hearing going on at USAA. Davis should be ashamed of himself. : : : Dear Wally, : : : I'm sorry that you've received so many hostile emails. You presented your case and I appreciate your taking the time to do so. The hope is that by each of us sharing our experiences with insurance companies, others might make informed decisions when choosing who we pay to insure us. My advice is not to even reply to those who cannot correspond in a mature manner. : : : My husband has had USAA since he joined the military 19 years ago. His father and mine are both retired military who still carry USAA. I have had both positive and negative experiences with USAA. While living overseas, our car was totalled in a not-at-fault accident. USAA was great. This past March our car was totalled when an SUV rear-ended us at a traffic light. Again, we were not at fault. USAA this time however, has been horrible....not USAA the company mind you, but the agent handling our case has crossed just about every line imaginable. : : : A very good friend of mine works for USAA in Norfolk and I was told (whether or not it's true I can't say) that since USAA began providing coverage to enlisted personnel that they have received significant financial losses. I am not saying this is the case - and even if it is, the status quo will not change. We can however, continue to write letters to the CEO of USAA, Bob Davis and the various regional managers letting them know of our negative (and positive) experiences. Only in this way can the company improve it's practices and educate it's employees. : : : Drive safe and God Bless America. : : : : From: wspeers [mailto:wspeers1@elp.rr.com] : : : : Sent: Thursday, March 21, 2002 8:53 PM : : : : To: help@deferred.com : : : : Subject: USAA Appalling Service : : : : : : : : I have had USAA since 1979. I have witnessed a significant decline in customer service, coverage, and treatment during the past 15 years. : : : : : : : : I should have seen the handwriting on the wall when, many years ago, my motorcycle, which was insured by USAA, was run over by a young man in a car. When I contacted USAA, they said there was no problem. I was told to get one estimate and everything would be covered. Then USAA found out that the young man who ran over my motorcycle was also insured by USAA. I then got stonewalling, was told to get 3 estimates, and that I would not get new parts, and would not get full replacement of parts due to depreciation or age of parts. Of course, USAA cut their losses by cutting my service and payment. : : : : : : : : Then, last year, both my son and my wife had car accidents. My 18-year old son had an accident in his high school parking lot. Not a big deal, but our 1994 Grand Prix needed a new front bumper. The USAA contracted reps in El Paso did not show up on time for my appointment, were rude and would not listen. They wanted to replace the bumper with one from a junk yard. I knew I could get an after-market bumper cheaper but they would not listen. When my body shop owner called USAA in El Paso, TX and told them the same thing, they were rude to him also. I was even told by USAA Reps both in San Antonio, TX and in El Paso that they were doing me a favor by processing my claim in a prompt manner. Many phone calls to USAA upper management gained nothing, not even an apology. : : : : : : : : Then, in November of last year (2001) my wife had a bad car accident in Colorado while I was on a 5 month TDY to Salt Lake City to support the Olympic's counterterrorism effort. The support we got from USAA in their car rental program was awful. We had to pay a $240.00 for a one-way drop off fee. USAA did not tell us about this fee. We should have rented a U-haul which does not charge drop-off fees. : : : : : : : : Also, my sons have enrolled in the USAA College Start program and have had bad to awful service with their credit and debit accounts. : : : : : : : : All in all, USAA is losing it. They may still be the cheapest but their not the best. : : : : : : : : Wally L. Speers, USAFR (retired) : : : : wspeers1@elp.rr.com : : : :

Please enter the characters in the image above.