The United Services Automobile Association is a San Antonio, Texas-based Fortune 500 diversified financial services group of companies including a Texas Department of Insurance-regulated reciprocal inter-insurance exchange.
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Customer service resources
What you need to know about USAA
The company responds to most customer complaints in a satisfactory manner.
How to resolve a problem with USAA
Like most communication 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 [company]. 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 any company manager directly.
USAA's mailing address
9800 Fredericksburg Road
San Antonio, TX 78288
https://www.usaa.com/?akredirect=true
USAA's social media channels
USAA's executive customer service contacts
Primary Contact
Vicky Bonney | Director | CEO Member Relations
Director/CEO Member Relations
9800 Fredericksburg Road
San Antonio, TX 78288
vicky.bonney@usaa.com
Chief Executive
Wayne Peacock
CEO
San Antonio, TX
wayne.peacock@usaa.com
Frequently asked questions about USAA
If you need to contact USAA, you have a few options:
1. Phone: You can reach USAA’s customer service representatives by calling their main number, (800) 531-8722. This number is available 24/7 and works with most carriers. Additionally, you can use the shortcut mobile number #USAA (8722).
2. Online Chat: Visit USAA’s website and use their virtual agent for assistance. The chat function is available anytime you need help.
3. Email: You can also contact USAA by email. For specific departments or services, refer to the relevant section on their website.
To contact USAA via email, contact their Customer Service Resources team at executivecommunications@usaa.com.
USAA customer service is available 24/7.
To cancel your USAA auto insurance policy, you have a few options:
1. Phone Cancellation:
- Dial (800) 531-8722 to connect with a representative.
- Inform them of your intention to cancel your auto insurance policy.
- Provide necessary identity and policy details for verification.
- Discuss any potential refunds or outstanding balances.
- Request a confirmation email or letter confirming the cancellation.
2. Online cancellation:
- Log in to your USAA account on their official website.
- Navigate to the auto insurance section and locate the cancellation option.
- Follow the provided instructions to initiate the cancellation process.
- Provide required policy and identity verification details.
- Review and confirm the cancellation details, noting any refund amounts or outstanding balances.
3. Mail cancellation:
- Draft a formal letter to USAA clearly stating your intention to cancel your auto insurance policy.
- Include your policy number, full name, contact information, and effective date of cancellation.
- Express your desire to terminate the policy and request a written confirmation.
Remember to have your policy number handy and ensure coverage before canceling your USAA auto insurance. If you’re still driving, have a new car insurance policy from one of the best auto insurance companies before your USAA policy ends. For other types of services, such as homeowners insurance, you can call (800) 531-USAA (8722) to cancel.
To request a refund from USAA, follow these steps:
1. Credit Balance Refund:
- If you have a credit balance on your USAA credit card, you can request a refund by phone at (210) 531-8722 or by sending a written request to USAA, 9800 Fredericksburg Rd., San Antonio, TX 78288. You’ll receive the refund in the form of a check.
2. Tax refund:
- If you’re expecting a federal income tax refund, consider these options:
- Don’t receive a refund: Adjust your estimated withholding so that the total amount from your paycheck equals close to what you’ll owe at the end of the year. This way, you’ll increase your take-home pay throughout the year.
- Save your refund toward an important goal: Use the refund to beef up your emergency fund and save for a new home, kids’ college, or retirement. Investing in the refund over time can be empowering.
Pay down high-interest debt: Using the refund to pay down debt is a smart move. Consider tackling high-interest credit card balances or other outstanding loans.
USAA offers customer service through various channels, including virtual chat support. Here are the ways you can reach them:
- Virtual Agent (Chat):
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.
To modify or change a USAA policy, follow these steps based on the type of policy or service you want to adjust:
USAA auto insurance:
- Log in to your USAA account.
- Navigate to the auto insurance section.
- Select the “Manage Coverage” option.
- Choose the coverage modifications you wish to make.
- Review the changes and the corresponding premium adjustments.
- Confirm the modifications to update your policy
USAA banking services:
- Log in to your USAA account.
- Access the banking tools available online.
- You can:
- Pay Bills: Set up one-time or automatic payments for USAA and non-USAA bills.
- Change Debit Card Limit: Increase your daily ATM/debit card limit or make a large purchase.
- Transfer Funds: Move money between your USAA and non-USAA accounts.
- Deposit Checks: Take a picture with your mobile device.
- View Statements: Review, download, or print your USAA account statements.
- Find ATMs: Withdraw cash at over 100,000 USAA-preferred ATMs or make deposits at select locations.
- Make a Wire Transfer: Send money domestically and internationally when needed.
- Report a Lost Card: Order a new debit or credit card if yours is lost, stolen, or damaged.
- Activate a Debit Card or Credit Card.
- View Payment Activity.
- Request a Teller’s Check.
- Upload Documents.
- Overdraft Protection.
- Send Money with Zelle
Other USAA services:
- For specific products and services, such as mortgage loans, life insurance, or investment accounts, you can find phone numbers, addresses, and hours of operation on the USAA Contact Us page.
Remember to choose the appropriate method based on the service you want to modify. If you need further assistance, you can chat with a virtual agent on the USAA website or call the main number at (210) 531-USAA (8722) or (800)-531-USAA (8722).
For USAA customer service inquiries from international customers, you can reach out to them using the following numbers:
- Toll-Free in the U.S. and Canada: (866) 509-7711.
Collect Calls Outside of the U.S. and Canada: +1-603-328-1720.
If you need to file a complaint with USAA, there are several ways to address it:
1. Register your complaint by phone:
- Call (210) 531-USAA (8722) or toll-free (800) 531-USAA (8722).
- You can also dial #USAA from your cell phone.
- The customer service representatives are knowledgeable and helpful. If they cannot personally resolve your problem, they can connect you to someone who can.
2. File your complaint online:
- Visit the USAA website and click on the “Contact Us” tab near the top of the page.
- Select “Contact and Support Center” from the pull-down menu.
- Look through the different services to identify the one you want to file a complaint with.
- Click on your selected category. If you want to make a general complaint, click on “Other Services.”
- Click on the email correspondence link that appears.
3. Write or type your complaint for mail delivery:
- Address your complaint to USAA’s headquarters in Texas:
- 9800 Fredericksburg Road, San Antonio, TX 78288.
- You may indicate the department or service you’re writing about on the outside of the envelope, but even if you don’t, it will be routed to someone who can handle your complaint.
Warning: Do not disclose sensitive information via email, such as an account number or Social Security number, because the transmission is not secure.
How to get professional help with your USAA problem
If you need help with a USAA problem, you can contact our advocacy team or just push the button.
Get HelpThis contact was published on February 29, 2024 and updated on March 12, 2024.