USAA Review

By: Carl Laron on April 30, 2015

Bottom Line

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.

Pros

  • Smooth claims process
  • Well-reviewed customer service
  • Wide variety of plans

Cons

  • Lacks local agents
  • Limited discounts
  • Open only to military families
Our Analysis
Specs

Breaking it down

Claims

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.

Policies

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. 

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