Consumer complaint received 2025-01-03 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Public record information inaccurate
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA

Complaint narrative:
I learned from XXXX XXXX that my homeowner 's insurance company ( USAA ) reports that I had XXXX claims against my policy. XXXX XXXX is reporting that USAA stated that XXXX claims had been filed by me. In XX/XX/XXXX, a theft claim was filed in XX/XX/XXXX for leakage and another in XX/XX/XXXX for leakage. I filed a claim in XXXX of XXXX due to pipes suddenly bursting in my upstairs main bathroom. I was told to find someone to stop the water flow and prevent further damage. I was able to reach XXXX XXXX & Handyman and schedule with them. I was told that my policy would cover the rehab and the repairs, We were given a verbal " go ahead '' to complete the rehab. On that same call the adjuster also informed me that any expenses that I incurred would be reimbursed through my policy up to the policy limits. I was asked to take pictures and upload them to the portal before any repair work was done. I uploaded the pictures of all the affected areas, I submitted all my documentation and information from the contractors for the rehab and cost of repairs. They never responded or acknowledged my claim, I had to return to my home state of XXXX XXXX  after learning that my XXXX was XXXX XXXX. I called/emailed the adjuster. and got no response, I was gone from Mid XXXX my Mother transitioned XX/XX/XXXX when I called them back to check the status and proceed with repairs, they first told me the claim wasn't filed timely, then I was told that they never received my claim or the documents and pictures I uploaded to their website. When I asked to speak to a supervisor, I was told by the supervisor that they had received an anonymous call stating that I was trying to commit insurance fraud, therefore a claim file was never created. I could not use my bathrooms for almost a month, I then paid over {$40000.00}. out of my pocket for repairs. I called USAA back, still trying to recoup some money from my loss, they sent an adjuster, two months later, but by then the repairs had been completed, they told me my claim was void because they were supposed to inspect before the repairs were done. They then added a second loss claim that duplicated my initial USAA is also reporting a theft claim, which I never filed. All of these fraudulent claims are being reported to XXXX XXXX. 
The XXXX company has also raised my coverage amounts without my consent and notifying me, which resulted in an increase of my premiums. 
I have repeatedly requested documentation for proof of these claims to no avail. I have contacted the Insurance commissioner case # XXXX, I was told it would be assigned to another division base on them not considering this a criminal offense. I have waited for three weeks for a response from them.

This is the premise of my complaint. Due to the actions that USAA 1 ) Misrepresenting policy provisions 2 ) Failing to acknowledge communication regarding claims ( 15 days ) 3 ) Failing to implement procedures for claims investigation and settlement 4 ) Failing to pay legitimate, undisputed claims 5 ) Refusing to pay claims without having conducted a reasonable investigation 6 ) Failing to affirm or deny claims in a reasonable time 7 ) Failing to provide prompt reasonable and accurate explanation of claim denial when requested by the insured in writing 8 ) Failing to provide the claimant with forms promptly ( within 15 days )

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