We had a car wreck while traveling during the Christmas holidays and our insurance company is USAA. We cannot get USAA to settle the claim reasonably. The adjuster offered far less than the value of the car, which was new, and they refuse to reconsider. Replacing the car with USAA's pay-off is impossible, since it would leave a large debt and no way to get another car.
USAA's adjusters totaled the car, even though it can be repaired with no safety problems and the cost of repairs is considerably below what we were told is the damage limit at which a car is considered a total loss. The car was purchased less than 2 months before the wreck and the mileage is under 3500. The accident happened almost two months ago and we are nowhere near resolution. Thanks to USAA's help, we have now been without the new car almost as long as we had it. A USAA employee said he would have the car's value reexamined, but he did not. He lied. Apparently, totaling a new car and selling it as salvage saves USAA money. USAA can then offer a pay-off far below the car's value and pass the loss on to us, their customers. There is no reason not to repair the car. We would rather have the car repaired than totaled and repeatedly asked USAA's adjusters to repair the car.
Beginning with the filing of the claim, USAA's adjusters refused to fully investigate the accident and damage, refused to talk to everyone involved, initially refused to have someone look at the car, and refused to return numerous phone calls. It took several calls to the adjuster, which were not returned, just to find out what USAA was offering to pay. We are now being punished by USAA for telling them their pay-off amount is unreasonable. Even though there is no settlement, USAA cut off the rental car and the adjuster cut off payment for storage of our car. USAA's adjusters also tried to force arbitration, but we have since learned that insurance companies cannot force arbitration on their insured in this state. Having no insurance would have been better than USAA.
Along with everything else, on the day of the wreck USAA left us stranded out of town on Christmas weekend with no rental car and no way to return home. Someone at USAA reserved a rental car for us in a town more than 300 miles away and could not provide one where we were on the day we needed it. We had to pay for our own rental to drive home.
What I have described here is only part of the story. I cannot adequately express how much I regret using USAA insurance.
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