First, I have been a USAA customer for over ** years. Let that soak in. Last week I con...
GetHuman-jimlolla's customer service issue with USAA from September 2018
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The issue in GetHuman-jimlolla's own words
First, I have been a USAA customer for over ** years. Let that soak in. Last week I contacted USAA to inquire about getting some liability insurance for my wife's massage therapy business, which we are operating on the second floor our house. I had plenty of liability insurance on the house, thru USAA, but wasn't sure if it would cover an accident involving my wife's clients. Sure enough, it didn't, and the first guy I talked to said something about covering up to $***** but not beyond. He gave me the name of a company Select Solutions that did handle business liability and that they would contact me. Well, the next day I got a call from Rachel Long in USAA Underwriting and she asked some questions about my wife's business. Some of the answers I gave were erroneous, like the number of clients she would see in a week. I told her it was *-**, but it could possibly grow out to **. I found out later from my wife that that * to ** would probably be the limit while she was working out of the house. Anyway, at the end of our conversation, she dropped a bomb on me. She said because of USAA's guidelines, they would be dropping my entire homeowners coverage when it came up for renewal in late November! Well, I was shocked to say the least! Again, I have been a loyal customer of USAA for over ** years, and I'm being treated this way! I asked Ms. Long if I could speak to her manager about this, and she refused twice to let me do this, saying her decision, which seemed to be made on the spur of the moment, was final. I couldn't believe what I was hearing! I called USAA again, and the person I spoke with said she couldn't refuse to let me speak with her manager. So, she put me in touch with her voice mail, and I again requested that she have her manager call me, but as of **:** this morning, no one has called. I doubt she even contacted her manager about it. To be honest, she struck me as a cold, indifferent person who couldn't care less if she was putting someone out, let alone a very long time customer.*This has been a real eye-opener for me. I had always thought USAA was a good, honorable company who took care of its members. But now I can't say that. It seems to me that this matter could be worked out with us, but USAA seems uninterested in helping me work this issue out. So, if I don't get some satisfaction soon, I will be pulling all of my insurance from USAA and giving my business to a more deserving company.
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