USAA Insurance Slips to Fourth in Satisfaction Index
USAA's insurance arm fell 8 points in the American Customer Satisfaction Index, now tied for fourth place with several national insurers.
Updated on Nov. 4, 2026 in Insurance
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USAA's insurance arm dropped from first to a tie for fourth in the American Customer Satisfaction Index, falling 8 points. Its score fell below 80 for the first time since at least 2022.
Why it matters
The decline shows customer satisfaction shifting among national insurers, even as USAA's overall finances grew. Customers of USAA's property and casualty business in the United States may see the effects of changing service quality.
The ACSI score for USAA's insurance arm fell 8 points, a 9% decline, dropping below 80 for the first time since at least 2022. The cause of the decline is not confirmed, and USAA has not commented beyond a press release on J.D. Power rankings.
The players
USAA
USAA is a San Antonio-based financial services company that serves military members, veterans and their families.
American Customer Satisfaction Index (ACSI)
The ACSI is a national survey that measures customer satisfaction across industries in the United States.
J.D. Power
J.D. Power is a global consumer insights firm known for its automotive and insurance customer satisfaction rankings.
The details
USAA previously led national insurers in the ACSI for several years before its insurance arm fell to a tie for fourth with Geico, Progressive, Liberty Mutual and AAA. An expert attributes the drop to layoffs of some customer service personnel and rapid company growth, which can strain customer relationships.
Timeline
2022: USAA's insurance ACSI score first fell below 80, based on the earliest available data.
April 2026: The San Antonio Express-News reported USAA's 2025 net worth growth.
2026: USAA kept top marks with J.D. Power this year.
Market Landscape
USAA had led national insurers in the ACSI for several years, so its drop to a tie for fourth with Geico, Progressive, Liberty Mutual and AAA reshapes the competitive ranking. The shift reflects how satisfaction scores in the ACSI can move quickly even for firms with strong financial growth.
Customers choosing home or auto coverage through national insurers may find service quality varies as firms grow. Comparing recent satisfaction rankings before switching policies can help readers judge service levels.
The takeaway
Customer satisfaction can shift quickly even at well-regarded insurers, so checking recent service rankings is a practical step when comparing coverage. Rapid growth and staffing changes are factors readers can watch for in any provider.
Further reading
Explore more on Insurance for context on how insurers are rated by customers.
Source note: This article includes information reported by MySA.
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