USAA Reviews

USAA has an overall rating of 1.5 based on 93 reviews. Customer feedback on USAA is mixed: USAA reviewers highlight positive aspects like excellent customer service, user-friendly website, competitive rates, comprehensive insurance options, which strongly appeal to military members, veterans, and their families. However, USAA is often criticized for its limited availability for non-military members, occasional website glitches, slower claims processing, higher premiums for some policies.

1.5/5.0

93 reviews

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All USAA Reviews (93)
JordanLarson_19
May 22, 2026
"Loan process was frustrating"
I applied for a loan the whole thing was way more annoying than it needed to be. The site kept asking me for the same information over and over, and updates took forever. I also never got clear answers when I had questions, and there was basically no follow-up after I submitted everything. It felt like I wasted a lot of time just waiting around and trying to figure out what was going on. Frustrating experience overall.
ALLEY
May 11, 2026
"I don’t know, I just expected a little..."
I don’t know, I just expected a little more help, especially as someone in the military. I reached out because I needed something basic sorted out, nothing complicated, and it kind of felt like I was just being brushed off or passed around. Maybe I caught them on a bad day, but when you’re already dealing with enough stuff, having to chase down simple support is really frustrating. I just felt ignored when all I needed was a straightforward answer.
Joseph_torres81
May 04, 2026
"Communication has gotten frustrating"
USAA used to be clear with updates, but lately the messages I get feel vague, even on small details like what step the claim is actually in. I’ve also gotten different answers depending on which rep I talk to, which makes it harder to know what’s true. It took way longer than it should have to understand what was actually going on.
LorettaGwynn_00
April 29, 2026
"USAA's website is such a hassle to use"
I’ve gotta say, using usaa.com has been frustrating 😕 Pages take forever to load, the menus aren’t easy to find, and I keep ending up in circles when I’m just trying to check basic account stuff. It really shouldn’t take that many clicks to do simple things.

The whole layout feels cluttered and not very user-friendly. Sometimes buttons don’t respond, or the site randomly makes me log back in for no clear reason. I eventually gave up and called instead, which kind of defeats the purpose of having a website in the first place 😅
James_goldsberry76
April 12, 2026
"Bundle deal sounded better than it was"
I thought bundling would save me a decent amount, but the wording made it seem way more impressive than it actually was. The discount ended up being weak, and the whole bundle felt kind of pointless
Catherine.wene
April 12, 2026
"I’m still waiting on my claim..."
I’m still waiting on my claim and haven’t gotten any real updates. At this point, I’m starting to worry I’m being fooled or just brushed off. I don’t mind being patient, but it would help a lot to get a clear answer on what’s actually going on
David.maher
April 10, 2026
"Getting into my account feels like..."
Getting into my account feels like a coin toss. Sometimes it works fine, but when I actually need to log in, it’ll randomly fail and leave me stuck. Frustrating
john1981
April 02, 2026
"Coverage feels hit or miss"
The coverage options were disappointing. A lot of basic stuff I just assumed would be included wasn’t covered at all, and the choices felt really limited. It kind of works when it wants to, but not when you actually need something covered.
christina_Woo91
March 31, 2026
"Premiums keep climbing"
I used to feel like USAA was a good value, but my premium just keeps going up and I don’t understand why. I haven’t filed any claims or made any major changes, so getting a higher bill again is really frustrating. I also expected a faster response when trying to get some clarity on it. At this point, it’s getting harder to afford, and I’m probably going to start looking at other options.
marthabrowning6899
March 22, 2026
"It took longer than I expected, and I..."
It took longer than I expected, and I started to feel like they were maybe just hoping I’d stop following up. But after some back and forth, they did finally sort it out, so I’ll give them credit for getting it resolved eventually
CarlSimpson_30
March 21, 2026
"Billing has been really frustrating lately"
I’ve had a rough time with billing recently. Payments seem to take way too long to post, and then I’ll still get notices acting like I haven’t paid. Maybe it’s not a big deal if you only deal with it once in a while, but when you’re trying to stay on top of bills, it gets old fast. Calling support usually just sends me in circles, and the app hasn’t been much help either. I feel like I shouldn’t have to keep checking behind everything just to make sure a payment went through...
ROBINSON
March 17, 2026
"My car died, so I called USAA..."
My car died, so I called USAA roadside assistance and was told a tow truck was on the way. I kept having to verify my info over and over, which got really frustrating, especially since nobody seemed to actually know what was going on. Hours went by, the app kept pushing the arrival time back, and I never got a real update or a call back. I eventually gave up and found my own tow. i expected a lot better from USAA. The whole thing was useless
SHAW
February 02, 2026
"The phone wait is just too much"
I’ve been sitting on hold for what feels like forever just to ask one quick question. Like, it shouldn’t be this hard... I don’t know, nobody ever picks up and it just ends up feeling like such a waste of time...
charlesrobinson2849
January 26, 2026
"I don’t really trust their support anymore"
I waited way too long just to get an actual answer from customer service. It felt like I kept getting brushed off, and by the time someone finally helped, I’d already lost a lot of trust in them
WILBURN
January 19, 2026
"I called USAA because I needed help with..."
I called USAA because I needed help with my account, and honestly... the agent just seemed lost. I had to explain the same issue a few different times, and they kept putting me on hold, only to come back without any real answer.

It kind of felt like they were just reading off a script, you know, and didn’t really understand the product or what I was asking. Frustrating, especially for a company that handles important things like banking and insurance.
Rick_skeen90
January 17, 2026
"Why was the mortgage servicing so complicated?"
Dealing with their mortgage servicing was way more confusing than it needed to be. Payments weren’t clear, and every time I reached out for help, I felt like I was just being passed from one person to the next. I kept thinking, why is this so complicated? It ended up being really stressful and frustrating
MARTINEZ
December 30, 2025
"I tried to cancel and close my account..."
I tried to cancel and close my account, and it ended up being way more of a hassle than it should’ve been. I had to call multiple times, kept getting transferred from one person to another, and everyone seemed to tell me something different. It wasn’t the absolute worst experience, but it was definitely slow, frustrating, and annoying.
Joseph_flemming94
December 27, 2025
"Banking has become really frustrating"
I’ve had a rough experience with this bank lately. Getting help takes way too long, and the app is unreliable and frustrating to use. I tried to be patient, but at this point I’ve had to escalate my complaint because the basic service just isn’t good enough
anna_Elder00
December 24, 2025
"Not really thrilled with the credit card support"
I’ve had a USAA credit card for a while, and I don’t know, lately it’s been a bit frustrating. The app itself is fine for the most part, but when I had to dispute a charge, the whole process dragged on way longer than I expected. I ended up calling more than once, and while the reps were polite, I kept getting different answers depending on who I talked to. I guess I just expected a smoother experience from USAA.
hayley_Sullivan83
December 21, 2025
"Claim was quick, but I’m not totally thrilled"
USAA got my claim moving fast, which was nice. I was relieved at first, but then the payout came in and it felt lower than I expected for the actual damage. I guess it wasn’t awful or anything, but I was also kind of annoyed because the adjuster didn’t really break down the numbers in a way that made sense to me. Overall, it was fine, I suppose, but not exactly great.

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USAA Q&A

Why does USAA have a DEI division? Why not hire the best most qualified person for the job? As a member owned company, just hire the best qualified.

How easy is it to contact customer service at USAA?

Jesse.Burke
July 31, 2023

“I was on hold for almost 30 minutes before I was able to cancel my insurance.”

GeorgiaJimenez
November 07, 2022

“It's actually quite simple. Occasionally, their voice recording system may misinterpret my answer, but whenever I connect with a real person, they are consistently friendly and willing to go above and beyond to help us.”

Why did you decide to choose USAA instead of other similar businesses?

goldenswan491
November 07, 2022

“My daughter works as a lawyer for a company that deals with naval military forces, and she advised us to switch to their services due to my husband's veteran status. I am extremely thankful that we followed her advice because this company has consistently exceeded our expectations. I came across some negative reviews, but I find it hard to believe that they could receive such feedback, as they have always provided us with exceptional service.”

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