USAA is a San Antonio, Texas-based Fortune 500 financial services group that provides insurance, banking, and investment products exclusively to Federal Agency Employees, U.S. military members, veterans, and their eligible family members. It is structured as a reciprocal inter-insurance exchange regulated by the Texas Department of Insurance.
USAA Responsiveness rating
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What you need to know about USAA
USAA responds to most customer complaints in a satisfactory manner.
- USAA’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with USAA with our insider guide or through its executive contacts.
- USAA’s customer service policies are standard. Here are our frequently asked questions about USAA.
USAA customer service response times
USAA’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue. However, here’s a general idea of what to expect:
| Phone support | USAA customer service phone support is available 24/7. Response times depend on call volume and issue complexity, but customers generally reach a representative within a few minutes. For complex insurance or banking matters, wait times may be longer. Call customer service at (210) 531-8722 or toll-free (800) 531-8722. |
| Email support | USAA’s primary email for escalated matters is executivecommunications@usaa.com, handled by the Executive Communications team. Response times vary by complexity but typically take 2–5 business days. USAA prefers phone-based service, so email is best used for documented escalations. |
| Live chat | USAA offers a virtual chat agent on its website available 24/7 at usaa.com. The virtual agent handles general inquiries and account questions. For complex issues, chat may escalate to a phone callback rather than a live agent chat session. |
| Social media | USAA customer service social media support response times can vary, but they generally respond within a few hours on Facebook. Response times may be longer during peak periods or high-volume inquiries. |
| Help center/FAQ | USAA’s online help center at usaa.com provides immediate access to answers and account management tools, so you typically don’t have to wait for a response. For further assistance beyond self-service, contact times vary and are typically within a few business days. |
How to resolve a problem with USAA
Like most financial service providers, USAA normally likes to conduct customer service transactions by phone. This makes it difficult to establish a paper trail. This guide on how to solve a customer service problem will help you resolve most problems with USAA. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.USAA mailing address
9800 Fredericksburg Road
San Antonio, TX 78288
USAA loyalty program
USAA offers a member benefits and rewards-style program called USAA Perks. It is a free membership benefit that provides discounts, cash back offers, shopping rewards, travel deals, entertainment savings, and other special offers for eligible USAA members. USAA also offers the separate MemberShop platform, where members can earn cash back rewards at participating retailers
USAA social media channels
USAA executive customer service contacts
Primary Contact
Lindsey O’Neill
Executive Vice President, Chief Communications and Public Affairs Officer
9800 Fredericksburg Road
San Antonio, TX 78288
lindsey.oneill@usaa.com
Secondary Contact
Clyde Douglas
Executive Vice President, Chief Member Value Officer
9800 Fredericksburg Road
San Antonio, TX 78288
clyde.douglas@usaa.com
Chief Executive
Juan C. Andrade
President and Chief Executive Officer
9800 Fredericksburg Road
San Antonio, TX 78288
juan.andrade@usaa.com
USAA customer service policies
What is USAA’s privacy policy?
USAA’s privacy policy explains how it collects, stores, and uses member information. It details the security measures USAA implements to protect personal data and under what circumstances USAA may share information with third parties. Visit usaa.com for the full privacy policy.
What is USAA’s rights and responsibilities policy?
USAA’s member rights and responsibilities outline how USAA treats members and what behavior and information members are expected to provide to maintain membership in good standing. These are detailed in the USAA Member Agreement, available on usaa.com.
What is USAA’s accessibility statement?
USAA is committed to making its website, mobile app, and services accessible to all members, including those with disabilities. USAA follows accessibility best practices and offers alternative formats and support channels for members who need assistance.
USAA self-service links
What self-service tools does USAA offer on its website?
USAA offers self-service tools including account management, policy management, claims filing, bill payment, fund transfers, mobile check deposit, and the virtual chat agent, all available at usaa.com or through the USAA mobile app.
How can I manage my USAA policy online?
Log in to your USAA account at usaa.com to view and manage your auto, home, or life insurance policies, make payments, request ID cards, file claims, and update coverage options.
What information can I access through my USAA account?
Account holders can access insurance policy details, banking statements, investment account information, payment history, claims status, and saved contact and beneficiary information.
What is USAA’s customer service email address?
To contact USAA via email, contact customer service resources team at executivecommunications@usaa.com.
What are USAA’s customer service hours?
USAA customer service is available 24/7.
How do I cancel my USAA coverage?
Dial (800) 531-8722 (800-531-USAA) to connect with a representative.
Does USAA have customer service chat support?
USAA offers customer service through various channels, including virtual chat support.
You can ask questions and get assistance from the virtual agent on the USAA website. It’s available 24/7 and can help with general inquiries, account-related questions, and more. Simply visit the USAA Contact Us page and look for the chat option.
What is USAA’s customer service phone number for international customers?
USAA denied my insurance claim. How do I appeal?
You can appeal a denied USAA insurance claim by submitting a written reconsideration request with supporting evidence. Contact USAA claims support and ask for a formal claim review or escalation.
Why did my USAA auto or homeowner's insurance premium increase significantly?
USAA premiums may increase due to risk changes, claims history, inflation, or location-based adjustments. Review your policy details and contact USAA to request a full premium breakdown.
How do I file a complaint against USAA with a regulator?
You can file a complaint with your state’s Department of Insurance if USAA does not resolve your issue. Include policy details, correspondence, and a summary of your dispute for regulatory review.
USAA is taking too long to process my claim. What can I do to speed it up?
Follow up with your assigned USAA claims adjuster and provide any missing documentation promptly. You can also request escalation if your insurance claim exceeds normal processing timelines.
How do I dispute a charge or fee on my USAA bank account?
Dispute USAA bank charges through online banking, the mobile app, or by contacting customer service. Provide transaction details and supporting evidence to initiate a formal investigation.
USAA canceled or non-renewed my insurance policy. What are my options?
Request a written explanation from USAA and review alternative coverage or reinstatement options if available. You may also shop for replacement insurance or appeal the non-renewal decision.
How do I escalate an unresolved issue with USAA beyond the first representative?
Ask to speak with a supervisor or escalate your case through USAA’s formal complaint process.
Keep records of all communications to support further escalation or regulatory complaints.
Why is USAA holding my deposited funds for an extended period?
USAA may place holds due to fraud prevention, large deposits, or new account verification policies. Contact customer service to confirm the hold reason and request expedited release if eligible.
Can non-military family members still open a USAA account?
USAA membership is generally limited to military members, veterans, and eligible family members. Eligibility depends on the sponsor’s military status and USAA’s membership rules.
How to get professional help with your USAA problem
If you need help with USAA, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
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