TexasCHLforum.com

I've been with USAA for 44 years. Insurance and CC only. No real banking. I have noticed, of late, that the customer service (via phone) has declined. It used to be that claims specialists knew what was what,and things were handled quickly and easily. Today I called about a possible slab leak from the water heater to the kitchen sink (hot kitchen floor). The person I spoke to couldn't even tell me if I was covered or not. They also said, "how do you know you have damage? What? Basically I was told I "might" call a plumber and get an estimate, and once I received the estimate, they would tell me IF I was covered or not, and for what. That's not what I would call the USAA service of the past.

That said, it would be hard to switch insurance and lose out on their rates and dividends each year. But if this issue I'm dealing with now doesn't go well, I might consider it. My SIL in San Diego had the same problem, and her insurance company sent a slab leak specialist to her home, coordinated the repairs, and covered everything (except deductible I would guess). Now I have to search for a slab leak specialist in the DFW area, and hope I don't get one that will be at odds with USAA over repairs.

I've been a member of USAA for 44 years, and this makes me mad! I will certainly express my displeasure via email.