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Great service & follow-up
I've been involved in two accidents where I was not at fault to include being rear-ended while driving a high-end European car.
in the first accident, I called USAA from the road and they first asked if I was OK before walking me through what to do when an officer arrived. When I tiold them I wanted to drive straight to the dealer for repairs they approved it over the phone and within an hour of the accident I was in a rental headed home.
Oh, and the dealer...they used some after-market parts too. They all do.
On the other occassion I was again struck in the rear driver-side panel and told the adjuster which body repair shop I wanted to use - it was on their approved list - and had my car back in 10 days. USAA paid the rental and billed the other driver's insurance. Not a dime came out of my pocket.
BusinessWeek just named USAA the top customer service company so I don't think your experiences are the norm. USAA, in my opinion, works hard to keep you business...you've been there most of your life. To pull accounts because of one bad experience seems to be throwing out the baby with the bath water approach.
As for pricing...that they're overpriced is a myth. I recently checked around my area and they were competitive across the board. They beat the lizard.
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