It's common to see USAA at or near the top of national homeowners insurance customer satisfaction surveys, and policyholders say that's for good reason: The company has a reputation for providing good customer service and a smooth claims process. However, policies are available only for military members, veterans and their families. Also, some homeowners might find discounts a bit lacking, and local agents aren't an option.
No-fuss claims for military families. USAA routinely gets top marks in nationwide surveys for its fair damage estimates and timely payments after a home insurance claim. Customers are also satisfied with the settlement and repair processes, too. However, as with most insurers, a handful of customers complain that they had problems getting claims paid. Coverage is available nationwide, but expert reviewers note that USAA membership is strictly limited to active-duty military personnel, veterans, and certain family members.
Good service, but limited discounts. Customers say they are highly satisfied with USAA's customer service in nationwide surveys. While policyholders are satisfied with flexible plan and payment options, experts say available discounts are a bit more limited than those offered by competing companies -- for example, there are no price breaks for new homeowners or new construction. Instead of using local agents, the company does business directly with customers over the phone or online. Policyholders can talk to an agent 24 hours a day, but USAA's claims center is not available 24 hours a day, seven days a week.
USAA is among the 14 national and regional homeowners insurance carriers currently rated by ConsumerReports.org. The rankings are based on customer satisfaction survey responses by over 90,000 subscribers who had filed homeowners claims with one of the included companies from Jan. 2010 to June 2013.
Review: Homeowners Insurance Ratings, Editors of ConsumerReports.org, Not dated
2. J.D. Power & Associates
USAA receives the highest possible score for overall customer satisfaction in this survey that measures customer satisfaction with the insurance claims process, but is not ranked because it's not open to all homeowners. It also scores in the top echelon in all subcategories but one -- interactions with the claims representative, where it falls just a notch below.
Review: 2015 US Property Insurance Claims Study, Editors of J.D. Power and Associates, March 2, 2015
USAA earns a People's Choice award for top customer-service rankings by customers and is the top-rated company in these rankings. The company receives 5 out of 5 stars overall as well as for claims processing and customer service. It receives 4.5 stars for value. Roughly 93 percent of customers say they will renew their policies.
Review: Customer Satisfaction Ratings for 2014, Editors of Insure.com, Not Dated
USAA earns a rating of 4.4 stars following more than 540 reviews. However, reviews also include feedback for the company's auto and life insurance products. While most reviewers praise the company for its customer service, some customers say they had poor experiences with communication and claims.
Review: USAA Insurance Reviews, Contributors to Viewpoints.com, As of April 2015
USAA falls in at about the middle of the pack at TopTenReviews.com. Pamela S. Stevens says "This house insurance company is definitely one to consider, especially if you or someone in your family serves or served in the military." However, drawbacks include the fact that coverage is not available to the general public and after hours claim service is relatively limited.
Review: USAA, Pamela S. Stevens, Apr. 21 2014