Consumer complaint received 2025-05-14 00:00:00
Product: Debt collection — Other debt
Issue: Communication tactics — You told them to stop contacting you, but they keep trying
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
Bottom line here is this claim SHOULD BE HANDLED between the auto insurance companies XXXX and USAA. XX/XX/year> I was involved in an at fault accident. Initially my insurance company, XXXX with whom I had FULL AUTO COVERAGE with at the time of the accident INITIALLY denied coverage of the claim. After a year and a half of appeals, letters and complaints to the Indiana XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX at XXXX XXXX advised me that the decision to not cover the expenses of the accident had been reversed, that the other parties insurance company USAA claims were accrued due to the damages to the other vehicle. 

Unfortunately due to poor business practices of USAA, I was never contacted by them for these expenses ( during the time period that I was appealing the decision with my insurance company, progressive ) and they proceeded with using a debt collection service XXXX. I have only spoken with them a few times, but our last communication I made it clear that my insurance company is now honoring my coverage at the time of the accident, which was FULL COLLISION and that they would need to cease the frequent calls and letters to collect the debt to USAA. 

At this point, this issue SHOULD BE HANDLED between USAA and Progressive auto insurance companies. To negotiate payments, as auto insurers do, following their protocol of negotiations. 

XXXX and associates are not accustom to how these policies and procedures work, because they ARE STILL SENDING me letters stating my insurance company is not responding in a satisfactory manner or timeframe and I am still responsible for the debt reported by USAA I believe that at the time XXXX agreed to cover the cost under the terms of full covers insurance, USAA should have removed the debt collection company and the issue of reimbursements should be handled solely between the insurance companies. I had full auto insurance coverage at the time of accident, my insurance company has agreed to abide by the terms of my coverage at the time of the accident. Which includes negotiating with the other insurance company, USAA. 

I should NOT BE getting letters from a debt collection agency, because the insurance companies are working on insurance company time, not debt collection time. 

I will include documentation of the communication from XXXX XXXX and the confirmation email from XXXX XXXX that they are honoring my full auto coverage. 

I am sure you are aware that when you pay insurance companies for coverage, the agreement of the policy is negotiating payments under the covered incidents, and it is AGAINST THE LAW for the other party to go attempt TO GET MORE THAN what was negotiated from the people covered. This would be like my doctor telling me. Hes not happy with what my healthcare insurance covered for my medical appointment and trying to get more money out of me.! 

XXXX XXXX XXXXXXXX needs to stop contacting me to make my insurance company respond faster to pay for a covered accident under my insurance policy! I need to be assured that theyre not going to dispute what USAA and XXXX negotiate for coverage of the expenses and tried to come after me for what they disagree with XXXX and an associates is not an insurance company and they do not say over Insurance Policies and procedures for claims reimbursement.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation