My recent experience with USAA has been profoundly disappointing and unacceptable, permanently altering my opinion of the company and discouraging me from ever becoming their customer. For context, I am the son of a veteran who had been a loyal USAA customer for many years before his passing. My negative experience began in December 2024, when a driver fell asleep at the wheel and drove through both my yard and my neighbor's property, causing thousands of dollars in damages. Because the driver responsible was insured by USAA, I promptly reached out to file a claim for reimbursement of the damages incurred. When I initially filed the claim, I clearly communicated not just the damage to my own property, but also to my neighbor's yard and a nearby telephone pole owned by the local utility company. My intention was to ensure the agent understood that multiple parties had been affected by this incident. After taking my statement, the agent informed me I would hear back from them within approximately one week. However, after waiting nearly two weeks without any update, I followed up with USAA myself, only to be told they were still finalizing details. Ultimately, it took over a month from my initial submission for USAA to send me a check covering the damages I suffered. Had this been the end of my experience, I would have been mildly irritated by the lengthy delay but generally satisfied. Unfortunately, it was only the beginning. Several weeks after receiving and cashing the reimbursement check from USAA, I discovered—without any prior notice or explanation—that the check had been voided. After two hours on the phone, being transferred among multiple representatives, I was informed that I would have to wait an additional two days for the adjuster to return to the office and clarify the issue. When the adjuster finally contacted me, she explained that USAA had mistakenly issued my payment prematurely, without first contacting the other affected parties for their damage estimates—even though I had explicitly informed the initial agent about these parties. The adjuster attributed this oversight to a "technical error" on their end. I was then assured the adjuster would promptly reach out to the other affected parties to obtain their damage estimates. Yet, after another month passed without updates, I contacted her again. I learned that the electric company had not provided their damage estimate, and worse, that the adjuster had not even contacted my neighbor because she "didn't know how to reach them." I was never asked for my neighbor's contact information, leaving me to personally facilitate the connection between my neighbor and USAA. Additionally, I had to follow up with the electric company myself to expedite their damage estimate submission. Looking back, it is astonishing to me that I had to take on tasks clearly within USAA's responsibility, such as contacting my neighbor and the electric company. These unnecessary burdens significantly prolonged an already frustrating situation. Unfortunately, even after all parties submitted their damage estimates, USAA still required over a week to process everything and provide final reimbursement figures. What followed was even more frustrating. The USAA agent informed me that, due to the policyholder's insufficient coverage limits, I would only receive reimbursement for roughly 70% of the damages I incurred. They explained that the combined damages to my property, my neighbor's property, and the electric company's property exceeded the policy limits, resulting in a partial reimbursement for my losses. At this point, I expressed interest in possibly pursuing the policyholder directly for the remaining damages, given that USAA was unable to fully compensate me due to their client's inadequate coverage. When I explained that I needed time to consult my attorney before deciding how to proceed, USAA responded with subtle threats. They cautioned me that if I pursued legal action against their client, they would have no choice but to defend their policyholder by hiring legal representation, potentially resulting in lengthy delays and additional costs for everyone involved. After consulting my attorney, I now face a difficult choice: either incur significant legal fees, court costs, and personal time pursuing the policyholder for what is rightfully owed to me, or accept USAA's insufficient offer and absorb a substantial financial loss from an incident that was entirely someone else's fault. It is bewildering and frustrating that USAA would aggressively defend a policyholder who is severely underinsured, effectively penalizing victims like myself who have suffered substantial losses. Moreover, I struggle to understand USAA's incentive structure—why would policyholders ever opt for higher coverage limits if the company will defend them vigorously regardless of their inadequate coverage, prolonging the process and making it extremely difficult for victims to receive fair compensation? In summary, this experience has severely undermined my trust in USAA. Their lack of communication, internal errors, excessive delays, and unwillingness to fairly compensate damages have left me deeply dissatisfied and thoroughly deterred from ever becoming a customer.