In our survey, we found that around 60% of USAA policyholders have filed an insurance claim, while 40% have not. Our survey also discovered that those with a USAA auto insurance policy were overall happy with the company’s customer service during the claims process, giving USAA a 4.3-star rating out of 5.0. Additionally, respondents also rated the company a 4.1-star rating for satisfaction with the claim outcome or settlement.
In the J.D. Power 2022 U.S. Auto Claims Satisfaction Study℠, USAA even made fourth place in customer satisfaction for claims, with 890 out of 1,000 points.
USAA Car Insurance: Reddit
Reddit is a discussion board, not a reviews site, but many users engage with each other to share experiences with their insurance companies. Reddit users who had positive experiences with USAA typically discussed the company’s excellent customer service.
Negative USAA insurance reviews from Reddit users frequently mentioned higher premiums than other insurance companies.
Our review team reached out to USAA for a comment on these negative reviews but did not receive a response.
USAA Insurance Ratings
USAA has a strong standing in the insurance industry, but low customer ratings.
USAA Mobile App
With USAA’s mobile app, you can view and pay your bill, view your insurance ID card, request roadside assistance and report a claim. The app has a 4.8-star rating from over 1.6 million USAA insurance reviews on the App Store and a 4.1-star rating out of more than 196,000 reviews on Google Play.
USAA Insurance Reviews: J.D. Power Ratings
USAA stands out from the pack because it frequently ranks well on customer service and industry studies, like in the J.D. Power Auto Claims Study. It also received the second-highest score of all large insurers on the J.D. Power 2023 U.S. Insurance Shopping Study℠ with 874 out of 1,000 points.
USAA also scored higher than all other insurance companies except in California on the J.D. Power 2022 U.S. Auto Insurance Study℠. The study polled over 36,000 auto insurance customers on their experiences with billing, claims, agent interaction, coverage and price.
USAA Insurance Reviews: BBB
USAA has a 1.1-star rating from customer reviews on the BBB. However, the BBB has just over 1,000 reviews, which means the total number of reviews is only a small fraction of USAA customers.