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  • First let me list some qualifiers before I start with my review. I am a veteran, I own a life and health insurance agency, I know the value of having an actual agent and I moved to USAA anyway. I was recently involved in a minor accident where the security gate closed on the front of my car. There was security video available. When this happened I called USAA to tell them that I needed the car towed and that I was pretty sure I could prove it had not been my fault, and that I wanted them to support me in going against the development. Their lack of support began immediately. If I had used an independent agency they would have had my back, not USAA. Let me say that everybody I talked to had a great attitude was very willing to call me back and appeared to be supportive. You might be wondering but why this bothers me. That is all quite frankly no help because they just assume your giulity and start processing the claim. That would be very good if I was not trying to get gate owners to for it. From the very beginning they told me they had no interest in seeing the video I would have to request that myself and that they would process the claim and any action I felt like taking against the other party was up to me. I did request the video which was sent directly to USAA instead of me at which point USAA called me and felt compelled to give me a lecture on my driving. An accident attorney disagreed when he saw the video. I called for a reveiw of the facts, not to take the case for action. USAA "totaled" my car and informed me the case will be closed and any further action is completely up to me. I told them I was trying to save USAA money on this claim because it was clearly not my fault which is actually corroborated by the video. When I got was a mealy mouth response "..were so glad you want to be helpful were here for you veterans." They are on top of claim processing but if your innocent do not call them first because they will not support that and when they pay that claim it indicates you are at fault and makes it really difficult to go against the guilty party. USAA even agreed to pay the gate repair. guy at the development for his time to check the gates.
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