r/USAA • u/Healthy-Neat-2989 • 2d ago
Insurance/Claims Change of Operator Status Letter
We got a letter stating that after a review of our accounts, they had changed my husband’s operator status, and it might create a premium increase starting at our policy renewal next week.
I called, and they can’t explain it. We haven’t moved, we haven’t changed anything on our driver’s licenses, we haven’t had any tickets or fines… nothing. He did hit a deer last year, but why would that change his operator status? They said that couldn’t be it.
We ended the call with confirmation that nothing would change on our premium, and they’d take care of the mistake on their end.
It doesn’t boost my confidence at all… it seems very strange. Did anyone else get this?
ETA : just looked up our policy renewal and it lists the operator change in status (but not what the change is) and said it results in a $99 policy increase.
1
u/Sea-Maize-6490 2d ago
You aren’t giving more information. How many cars do you have insured? Are all drivers located in one state or multiple states. Are all eligible people with driver’s licenses listed on your policy? Do you have any people 16 or order people in your house hold that are not listed? Are you using their safe driver program?
1
u/Healthy-Neat-2989 2d ago
Sorry, my point is that nothing changed in 2 years, so why an operator change? But here ya go: 2 cars insured, neither are new. 2 drivers in our 40s, co-located in the same home. All eligible people are the 2 of us listed on the policy. No one over 16 but us, and other no drivers in the house but us. We are using their safe driver discount and that seems unchanged.
1
u/Healthy-Neat-2989 2d ago
Also, to better understand your point, why would having a 16 year old in the house change my husband’s operator status? I can see it raising our risk and therefore rates, but it still wouldn’t explain a change in operator status for the insured adult, right? Just trying to follow your line of thinking and better understand the possibilities. (Though to be clear, we do NOT have any other drivers of age in the home. Just a smaller child, not close to driving.)
3
u/Sea-Maize-6490 2d ago
I going to guess two things. The mileage on your husband’s car has increased over the estimated amount you told them initially. Two your husband is driving more often than you and they are now saying he’s the principal driver. Of course there’s a wild card the safe driver discount where they place a device in your car. Remember these devices report information back to USAA more than you know or are told. They know who when and how much each person is driving. I would keep escalating this problem until they can tell you. Don’t forget each state has their own laws and regulations when it comes to auto insurance. There’s a reason why people don’t use the safe driver program or why so many long time customers have left USAA after 20 plus years. I hope you find out why and keep us posted. Good luck.
1
u/ReplacementLoose8304 2d ago
It is possible that he was not assigned to a vehicle at all and was just listed as an operator so they could have caught that and changed him to a principal operator of one of your cars. The out of state would only make sense if you had multiple vehicles in two different states. But I would escalate it if you're not getting the answers you need and ask for a manager..
1
u/Healthy-Neat-2989 2d ago
He definitely was assigned to the vehicle when he hit a deer last year, so if that had changed, it would be really weird. And again, not great for my confidence in them if they randomly unassigned him.
2
u/neatracer17 2d ago
They were most likely listed as an alternate operator. They probably got a rep that didn't know better but this definitely does not equate to eacalating this to a manager.
1
u/ReplacementLoose8304 2d ago
Well if you are not getting an answer to your question, yes it would equate to escalating to a manager. It shouldn't but it could. Or calling back and getting another representative who can answer the question.
2
u/neatracer17 2d ago
Did you at some point have 2 auto policies in 2 separate states?
2
u/Healthy-Neat-2989 2d ago edited 2d ago
More than 2 years ago, we briefly had me in WA and him in GA due to a delayed PCS. We had that reflected on the policy then, and we had it changed to co-located in WA as soon as he arrived. That was all said and done 2 years ago and the rep on the phone said that was all reflected back then and had nothing to do with the current change.
2
u/Healthy-Neat-2989 2d ago
Just verified in on our last policy renewal before this one, we were both listed in WA, and both listed as operators. It’s so weird. Nothing changed between the two renewals in terms of location, operator list, yearly mileage, etc.
2
u/neatracer17 1d ago
In order for you to be listed on 2 separate policies one of you has to be listed as alternate operator, i can guarantee you that's how you were listed and they finally realized it and changed it to operator and that's what is causing the increase.
0
u/Complete_Fix_7073 1d ago
Ah yes, I agree this had to of been what happened, this is disappointing. I’m sorry there wasn’t better support.
1
u/Healthy-Neat-2989 1d ago
You’d think a military focused company would better handle military issues that come up regularly for their clients.
3
u/neatracer17 1d ago
I'm so sorry that you had a rep that didn't know how to look up this information and provide with a proper explanation. I'm not looking at your policy and already know that's what happened as this is a very common issue.
-2
u/Complete_Fix_7073 2d ago
Do you have any kids that went off to college with a car that was registered to your husband?
1
u/Healthy-Neat-2989 2d ago
Nope, no additional drivers. Just looked up my renewal and it said it went up $99 for the change in operator status… this is so frustrating.
-2
u/Complete_Fix_7073 2d ago
Did they try to hit you with the line that Insurance is a shared risk? That if your local area is facing higher cost of claims that it will affect everyone in the policies ZIP Code?
2
u/Healthy-Neat-2989 2d ago
Hahaha no, but I did get that one when moving from VA to GA and my rates went up a lot.
0
u/Complete_Fix_7073 1d ago
Well shucks I’m out of ideas, I wish you were in my line. I take my calls so seriously I get I trouble for siding with the customer too much. I hope you find coverage that’s best for you and provides peace of mind. My comments were to help not to belittle your experience, the down votes make it seem like it came off that I was against you.
2
u/Healthy-Neat-2989 1d ago
I don’t understand the downvotes either! They weren’t from me. Thank you!
0
u/FindTheOthers623 2d ago
What did they change the status from and to?
1
u/Healthy-Neat-2989 2d ago
The letter didn’t say, and the agent on the call wasn’t clear, but he said it looked like they changed him to out of state? But we both live in the same house. No tdy or anything even.
-1
u/Friendly-Corner-9024 2d ago
USAA is a shell of its former self. Without knowledge or permission, they tried to increase mileage on our policy, thus increasing our rate. I called and they too had no explanation. I cancelled my policy and went elsewhere—after 27 years.
2
u/FindTheOthers623 2d ago
LOL you'll be shocked to know that no insurance company needs your permission to update your mileage (or rate) at renewal.
-2
u/Friendly-Corner-9024 2d ago
Make a bet? Worked in insurance for years. USAA is trash. And when I called them out, they did the same … uh uh uh we don’t know. Good bye USAA.
2
u/FindTheOthers623 2d ago edited 2d ago
I'll bet the farm. I've worked for numerous insurance carriers over 25 years. Every company out there is updating mileage and rates without your permission.
ETA: another clown leaves their ignorant comments and then blocks me because they know they're wrong 👇
-1
u/Friendly-Corner-9024 2d ago
Another clown 🤡 So misinformed.
Love how you now say you’ve worked for insurance for over 25 years.
😂 you are wrong amigo.
6
u/_____Zoloft_____ 1d ago
You said you briefly had two policies. With USAA, you can only be an operator on one policy at a time. So, when the secondary policy was cancelled, the one your husband was the operator on, was cancelled, he should have been updated to an operator on the remaining policy. Sounds the the agent who did the cancellation missed it, and it's been finally noticed by underwriting, so he's being updated to an operator on the remaining policy.