Had a fender bender today.

[UniqueUserName]

I had a few not at faults over the decades and USAA has taken care of me every time, but everytime they send an adjuster my vehicle is already at a shop with my mechanic ready to give them the run down of exactly what needs to be fixed. Did you do that or just had the adjuster look at it by themself?

Their adjuster looked at it while it was at Copart. They paid everything, but the communications, service and experience was a far cry from what they used to be. Our last collision was when we were rear ended in our S2000, back in 2014. That was a totally different experience.

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[Windshieldfarmer]

I don't have any real advice. If it was my situation and I was being asked to sign a form for the other guy's insurance company regarding policy limits, I'd probably be speaking with my own insurance company about what I should and shouldn't do, and/or seeking real legal advice.

I assume the form was from your own insurance company adjuster. Do not talk the person you hit or anyone representing the person you hit. Note for future reference; never sign forms unless you specifically understand the purpose…I don’t care who they are. You have a lot of potential liability in this situation; just hope no one in the car you hit has any lasting injuries…for your sake and theirs. A blanket umbrella policy can be very valuable in situations like this.

 

[IdowaJeeper]

USAA ain't what it used to be. The USAA appraiser that looked at mine was useless. I had taken photos and sent them to them with a list of things that I know were damaged. Their "appraiser" came out and determined the damage to be about $2K (that wouldn't even cover the two wheels and tires that were damaged). After six months and about a dozen amendments, the repair cost was over $20k. At least they paid.

I was a USAA Auto Damage Adjuster from 2007 to 2012. I am a disabled vet and was hired by USAA to process auto claims.

I handled hundreds of claims during my stay there and was proud of my company and how we treated our clients. I am former law enforcement and considered USAA to be completely above board and honorable.

I have dozens of examples of how myself and USAA went above and beyond to take care of customers, and to be fair to all parties.

I am currently insured by USAA for my autos and home.

But, I have heard that USAA is slipping in their service and commitment to customers. When I was there, if you had a flat tire, or mechanical issue, or an accident and needed your vehicle towed, you called USAA and were routed to the IRU (Immediate Response Unit).

There, a live person was trained to take your call, be empathetic, and take care of your needs. They then assigned your claim (if it was an accident) to an auto adjuster. They called the tow company, the rental car company, and touched base with the customer to make sure everything was addressed and taken care of. Simply world-class customer service.

However, a couple of years ago, I had to help my father with his USAA insured Toyota Rav4.

I wouldn't start while parked in his driveway. I called USAA and expected to be connected with a live IRU rep happy to help.

Nope. I was routed to a third-party contractor named Agero. They replaced the IRU folks with a computerized menu system that was glitchy and confusing.

After repeated attempts hours trying to get a tow truck to move my father's Rav4 from his house to a shop five miles away, I ended up paying out of pocket for the tow.

Agero was a complete failure and a nightmare. I have no idea how USAA could be so stupid as to go to this new contractor. They have destroyed the customer service reputation that USAA held for over a hundred years.

I'm currently trying to secure another job in the auto insurance industry, and finding a company that still values customer service and integrity is hard to find.

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