Customer Review - USAA

Low-ball total loss estimate

My father has been a USAA member for 32 years. I have been a USAA member for 18 years. My husband and I are both military members. While the coverage, cost and customer service has been average to above average in most of our encounters (banking/home insurance), we have recently found out the hard way that the auto insurance total loss department is as crooked as they come. The customer service has been horrendous, as it has been nearly a month since the accident (which wasn't my fault), and no "fair market value" check has been forthcoming so I can replace my car. They are offering $12,000 for a car listing for over $17,000 in my area and won't negotiate. They utilize a company called CCC Valuescope to determine "fair market value" in total loss claims. CCC Valuescope works exclusively for the insurance industry and is known for (and has been accused in class action suits) of low-balling vehicle valuations. I am disappointed in USAA and would challenge their slogan that they "serve those who serve." Look somewhere else for auto insurance.