We wanted to get a better idea of how customers feel about their experience with USAA renters insurance. We looked through hundreds of reviews on the Better Business Bureau, Trustpilot and other sites. We also took into account ratings from the 2022 JD Power Home Insurance Study. Although USAA doesn’t qualify for a ranking through JD Power, the insurer’s customer satisfaction score was 886 out of 1,000.
While overall ratings on review sites were low, many reviewers seemed genuinely surprised by the overall rating. Most positive reviews mention excellent customer service and below-average rates. Many positive reviewers have been customers for several generations.
However, negative reviews came from long-time customers who are unhappy with recent service. A majority of the negative reviews we found mention long customer service wait times and rates no longer being competitive. Several negative reviewers have no problems with the products but aren’t happy with the cybersecurity on the website and mobile app.
Check out a few reviews from real customers to get an idea of how they see USAA renters insurance:
“USAA is the single best company I have ever worked with… The customer service and speed are incredible. In fact, the reason I even started working with them is because my friend lost her home in a fire and they paid full insurance immediately. They are a great company to work with. You hope to never need them, but when you do, they don’t nickel and dime and fight you.” — Adeline C via BBB
“I personally hold USAA renters and car insurance, and the rates I receive are excellent compared to competing companies. I’ve also called in several times for maintenance on my rates, so I have first-hand positive experience with customer service representatives. I understand that there are regulatory requirements that USAA has to abide by, and they do just that! From speaking with their customer service representatives, it’s clear they have no ill will toward their clients and will work diligently to provide them the best experience possible. I enjoy being a member at USAA, and will continue to do so moving forward!” — Alexandria M via BBB
“I have been a customer for several years, and I have had no issues with customer service, financing or anything, really. The issue I have is that the security of the site leaves much to be desired. Passwords are limited to 12 characters, and the two-factor authentication methods available are either insecure (SMS, e-mail) or are on a proprietary app/platform that I would only use for this account. I think USAA should take a look at what is happening in the cyber realm right now and bump up [security].” — Steven N via BBB
“They’ve always made my life simple, but I feel like their rates aren’t any better than the competitors anymore.” — Milly N via Trustpilot
