Been with them 43 years, not the cheapest, but tops in service.
I've used them since I turned 16 in 1990 and started driving. Car and renters ins. for me. Never had a claim but I feel their service since 2001 or so has been slipping. 3 month ago I changed my renter ins. because i was moving. I wanted the existing account money credited to my car ins. The whole time I'm on the phone with the USAA agent he kept trying to sell me more/additional coverage. I could tell he wasn't listening to me wrt what i wanted my account balance applied to so I made him stop selling and repeat to me what I (the customer) requested. He did but still screwed it up as I got a check for the remainder of the account balance a few weeks later (not applied to my car ins.). Not a biggie but still.
Another slip was back in 2001 when I moved from my parents house to SYR. I picked up renters ins from USAA. A few months later my mom (back at the home she has been in and insured by USAA since 1980) is wondering where the home owners ins bill is that has come at the same time every year since 1980. Just so happens that USAA cx her home owners policy thinking I was her and move to SYR. Same last name (also same initials) but diff accounts.
To their credit my moms house has had 2 lightening strikes and a tree in the pool from a hurricane and one from our property onto the neighbors SUV (totaled) and USAA has always paid without hassel.