USAA Insurance Reviews: Rates And Coverage Options (2022)

Better Business Bureau (BBB) rating: A+
BBB complaints in the past three years: 2,111
2021 J.D. Power auto claims satisfaction index: 909 / 1,000

While there have been several complaints regarding USAA roadside assistance, overall the insurer fields a relatively low volume of negative feedback. On the BBB website, USAA has received just over 1,800 complaints in the past three years. This is an extraordinarily low number for a company of its size. Given that there are nearly 12.5 million USAA members, this represents less than one percent of total customers. Below are some positive reviews and complaints about USAA insurance’s services.

Positive USAA Insurance Reviews

Many reviewers on the BBB report that USAA claims service is quick and efficient.

“I’ve been in several accidents and [USAA has] taken care of me and had an awesome body shop do the work. It was nearly hands-off on my end; I just came back to pick up the car when it was repaired.”

– Frank A. via BBB

“My car was totaled [on] 8/8/19. USAA responded immediately at the scene and an hour later I had solutions. Their adjuster was available within 12 hours and paperwork [was] filed [the] same day.”

– Elizabeth C. via BBB

USAA Insurance Complaints

There are some reports of poor claims service with USAA, including customers who were displeased with their valuation.

“The valuation they were willing to pay us for the total loss of our truck is woefully low.”

– via BBB

“My accident took place May 8, 2021. It is June 28, 2021 and my car is still in the shop due to the negligence of USAA claim adjusters and supplement department. My car has already been repaired but the body shop will not release my car until the second supplement is approved by USAA.”

– Shakita J. via BBB

Negative experiences seem to be the exception. Based on the low volume of complaints and high scores in industry surveys, USAA has one of the superior customer reputations among insurers.

USAA Insurance Claims Reviews

Most customers’ reviews of the USAA insurance claims process are positive. In the  J.D. Power 2021 U.S. Auto Claims Satisfaction StudySM, USAA insurance company scored 909 out of 1,000, which was the highest overall score out of all insurance providers. However, this seems to conflict with reporting by the National Association of Insurance Commissioners (NAIC). USAA’s NAIC complaint index is 1.90, meaning the company saw 1.90 times more complaints than the national average.

USAA Customer Satisfaction

Our 2022 car insurance survey which polled 1,000 respondents found that 10% or 100 people had a USAA car insurance policy. Further, 64% of the 100 people who stated they had USAA coverage reported they were very satisfied with the company, the highest of any provider in our survey. While USAA is not eligible to rank in the J.D. Power satisfaction surveys due to its eligibility requirements, it is scored and often receives the highest customer satisfaction ratings in most regions.

USAA Safepilot Reviews

The SafePilot app has a 3.9 out of 5.0-star rating on Google Play. Several reviewers note that the app has trouble tracking driving data and often doesn’t work. The app is better reviewed in the App Store where it has a rating of 4.3 out of 5.0 and appears to be working well for most users.