01-10-2023, 11:05 AM
I feel like I'm in the Twilight Zone right now and just want to vent.
I've been insured with USAA for 36 years, and have all of my vehicles and house covered with my policy.
Last year, when I bought the CB300R, I added it to my policy with no problems. This past October, when I started getting the itch to get a different bike, I called to get quotes on a few different models, and was told "When you're ready to add that new bike, just give us a call." No problem.
Today, I called USAA to add the Royal Enfield, and was told that I could not add the bike to my policy. California law had changed a few years ago, and now, all registered drivers in the family must be endorsed motorcyle riders to add a bike to a policy. This is because my wife has access to the motorycles in the household, and might ride them, even though she is not licensed.
I was dumbfounded. I asked if the law had changed a few years ago, how was I able to add the CB300R just last year with no problems. And, in October, why was I given quotes on bikes, and told "just add your new bike when you're ready" ? I was told that they had made an error in letting the new bike be added last year, and that I was misinformed during my call in October.
The representative was apologetic, but said that there was nothing he could do, as it was a law. I maintained a calm tone of voice, but it was clear that I was getting upset. I asked to speak to a supervisor, and was told "I can transfer you to a supervisor, but he will not be able to change this situation." He did, and I went back and forth with a supervisor for several minutes.
At the end of the conversation, I was told that I would be allowed to keep my current bikes on my policy, although the last one was admittedly added by mistake, and as I was misinformed during my last call, that the person I spoke with, who said I would be able to add another motorcycle to my policy "would be coached" to avoid making the same mistake in the future. But, there was no way I could add the new bike to my policy.
I was livid. I maintaned my composure as best I could, and said that this was of no help to me, and wanted some sort of resolution. The supervisor said "The only thing I can do is refer you to an outside carrier that USAA works with, who may be able to help you get your motorycle insured on a non-USAA policy. He transferred me.
The next voice I heard was "Thank you for calling USAA, this is Steve, how can I help you?" I asked who Steve worked for. "This is USAA". Not an outside company? "No, this is USAA. Can I help you?"
I then explained the conversations I had with the two people I had just spoken with, and said that all I wanted to do was add my new motorycle to my USAA policy. "No problem sir, I see you've been with us for 36 years." He asked for all of the details about the Enfield, confirmed my coverages, and gave me the premium information.
"Ok, are you ready to add the new bike to your policy?" No problem whatsoever. I asked him to confirm once again that he was with USAA, and to describe the other vehicles on my policy. He named them all off, and what each was covered for.
"Steve, how did I just have two heated conversations with a representative, and a supervisor with USAA, and told that there was no way I could add this bike to my policy, while you were able to do so with no problems?" "I don't know, sir, no problem on my end, your bike is now covered." I asked him to prove it.... "No problem, check your email, and you'll see your new USAA proof of insurance card."
"Ok, Steve, can you look at my record, and see if I'm now tagged as a difficult customer in the USAA system for any reason, based on the two conversations I just had before I spoke with you?" "Nothing here, sir. I wouldn't worry about it. You've been a valuable customer for many years."
Right now I'm exhausted, shaking, and have a massive headache. What just happened?
I've been insured with USAA for 36 years, and have all of my vehicles and house covered with my policy.
Last year, when I bought the CB300R, I added it to my policy with no problems. This past October, when I started getting the itch to get a different bike, I called to get quotes on a few different models, and was told "When you're ready to add that new bike, just give us a call." No problem.
Today, I called USAA to add the Royal Enfield, and was told that I could not add the bike to my policy. California law had changed a few years ago, and now, all registered drivers in the family must be endorsed motorcyle riders to add a bike to a policy. This is because my wife has access to the motorycles in the household, and might ride them, even though she is not licensed.
I was dumbfounded. I asked if the law had changed a few years ago, how was I able to add the CB300R just last year with no problems. And, in October, why was I given quotes on bikes, and told "just add your new bike when you're ready" ? I was told that they had made an error in letting the new bike be added last year, and that I was misinformed during my call in October.
The representative was apologetic, but said that there was nothing he could do, as it was a law. I maintained a calm tone of voice, but it was clear that I was getting upset. I asked to speak to a supervisor, and was told "I can transfer you to a supervisor, but he will not be able to change this situation." He did, and I went back and forth with a supervisor for several minutes.
At the end of the conversation, I was told that I would be allowed to keep my current bikes on my policy, although the last one was admittedly added by mistake, and as I was misinformed during my last call, that the person I spoke with, who said I would be able to add another motorcycle to my policy "would be coached" to avoid making the same mistake in the future. But, there was no way I could add the new bike to my policy.
I was livid. I maintaned my composure as best I could, and said that this was of no help to me, and wanted some sort of resolution. The supervisor said "The only thing I can do is refer you to an outside carrier that USAA works with, who may be able to help you get your motorycle insured on a non-USAA policy. He transferred me.
The next voice I heard was "Thank you for calling USAA, this is Steve, how can I help you?" I asked who Steve worked for. "This is USAA". Not an outside company? "No, this is USAA. Can I help you?"
I then explained the conversations I had with the two people I had just spoken with, and said that all I wanted to do was add my new motorycle to my USAA policy. "No problem sir, I see you've been with us for 36 years." He asked for all of the details about the Enfield, confirmed my coverages, and gave me the premium information.
"Ok, are you ready to add the new bike to your policy?" No problem whatsoever. I asked him to confirm once again that he was with USAA, and to describe the other vehicles on my policy. He named them all off, and what each was covered for.
"Steve, how did I just have two heated conversations with a representative, and a supervisor with USAA, and told that there was no way I could add this bike to my policy, while you were able to do so with no problems?" "I don't know, sir, no problem on my end, your bike is now covered." I asked him to prove it.... "No problem, check your email, and you'll see your new USAA proof of insurance card."
"Ok, Steve, can you look at my record, and see if I'm now tagged as a difficult customer in the USAA system for any reason, based on the two conversations I just had before I spoke with you?" "Nothing here, sir. I wouldn't worry about it. You've been a valuable customer for many years."
Right now I'm exhausted, shaking, and have a massive headache. What just happened?
