Karen Mossefin sent a message to Stuart Parker that said:
My late husband and I have been USAA members for over 50 years. I am extremely disappointed in the way my most recent claim has been handled. The claim is over 12 months old and I am still waiting to get my house back as it was before a hail storm. Main complaint is: siding was misidentified by Itel - apparently they don't know what redwood is. My entire exterior as well as my neighbors is redwood. I recently sent letters from original contractor and lumber yards here in Minnesota as well as picture of original blue print showing redwood siding - all confirmed it to be redwood. Itel says it is cedar - all you have to do is smell it to tell the difference. I have spoken to multiple representatives at USAA and no one seems to be able to help me. Now they are telling me that have to create a test to correctly identify the siding - at I believe a cost to USAA of $500! This is not the service I expected to receive from USAA.