Customer Review - USAA

Outstanding from start to finish. No joke

So two weeks ago a woman thought she could drive across the road in front of my wife....not so much! My wife hit her broadside totaling our car. That was Monday, October 10th. On Tuesday, both my wife and the other driver (who was cited and accepted liability) gave their recorded statements to USAA. The other driver was also USAA. On Wednesday they had assigned liability. Wednesday evening, the shop (a USAA Direct Repair facility) had completed their inspection and given USAA an estimate of nearly $20k to fix our four-month old Prius. Thursday morning, USAA decided to total the car. They walked through the buyout estimate with me and made some adjustments for things that they hadn't previously noted; upgraded sound system, trunk organizer, etc. No questions, no argument, no nothing. Thursday evening we had a new Prius. The buyout was about $2000 off of the total out-the-door price that we had paid for the car. How can I complain about that? We had put 10k miles on it in four months, add to that the off-the-lot depreciation. Reasonable and fair, especially considering they upped the price without even blinking or asking for evidence.

I don't know what USAA could have done any better than what they did on this claim. Three days to turn it around. No hassles, no arguments, no returned phone calls. My wife did have to go to the doctor just to get checked out, but we aren't claiming any pain/suffering/etc, and I will say that agent has been a bit slow in returning phone calls. That is either a bit silly, as we only want to be reimbursed $40 for the office visit and some ibuprofen, or it's because it's such a small amount that she'll get around to it. Who knows. I am sure if I rattled the tree a bit, they'd respond.

Like I said, as both a USAA insurance customer and the "victim" of one of their other drivers, I cannot say anything better about them. They have been top notch from the outset of this entire incident. It's to the point where I am just about locked into being a USAA customer for the rest of my life; they've been that damn good.