Richard Simms sent a message to Stuart Parker that said:
Dear Mr. Parker,
I have been a customer of USAA for several years now and when I first became a member, I was elated at the low costs of my premiums and thought that I had finally found real, affordable insurance. We thought we would take advantage of more savings and use USAA's banking services and put all under an Umbrella Policy. The banking services were slightly inconvenient when pics of our check deposits had to be taken several times before transferring, but it was bearable. We have noticed every year that our premiums have crept up astronomically, to the point of where the only way we can afford our premiums is to have a $5,000.00 deductible. Although that is ridiculous, we thought that it wouldn't be so bad since we are not the type of people that put in claims and our insurance really is for catastrophic purposes. Unfortunately, both our homeowners, and auto insurance have gone up to the point that they are both unaffordable even though we have good driving records and have not taken advantage of any claims. I understand that costs go up every year, but certainly they don't go up this much. The annual raise that my employer gives me is not at a level where I can keep up with my premium increases. Last February, the state of Virginia had a wind storm that was so severe it was declared a catastrophe. My backyard fence was completely destroyed but since my deductible is so high, I knew the damage did not exceed the deductible. While I was repairing it, I noticed roof shingles on the ground near the fence. When the next rain came, I had 2 leaks in my house so I contacted a roofer. After investigating my roof, he stated that there was a lot of damage to the roof, and we really needed a new roof. I reported a claim, and after a couple of months the claim assessment was that the damage was less than my $5,000.00 deductible. Obviously, we did not go through with the claim. I have a decent career, but I also have six children and I live from paycheck to paycheck and coming up with several thousand dollars to repair a damaged roof isn't in my budget. Since that incident, I have continued to see my auto insurance premiums climb astronomically. That, with all 5 drivers in the house having a safe driving record. We have also had issues with the online banking from customer service making mistakes with our accounts, and being confused, and rude on the phone. With this frustration, I have reached out to several other companies and have finally placed my auto policy with another company. I want to transfer my homeowners but found out that the claim that I reported in February but did not process, is keeping me from going with another company. This infuriated me and when I called the USAA rep, I was told I could have the claim removed if I had an attorney send a letter to the company. I was shocked at the way I was spoken to. Then I found out from the other companies that all the claims that they had reported from the particular storm last February were covered 100% since it was deemed a catastrophe in the state of Virginia. You can imagine my dismay when I think had I only been with one of those companies, I could have had my roof repaired. Wen I initially signed on with USAA, I thought I was getting a break, and being honored a little for my service. Now I just feel used. I would really appreciate it if this claim (that I did not go through with), could be removed off of my record so that my family and I can go with a company that will give us the service, and protection we need. Thank you!
Sincerely,
Richard Simms
