Two months ago, my mom sent in a payment to USAA for a policy we believed was cancelled in January.  As we were going through the move with my parents from Independent into Assisted Living, we tried to make changes to their policy. When USAA refused to make the changes we requested, we decided to cancel the policy and purchased new insurance. That was the quickest and easiest way for us to resolve having the insurance company accept our calls to make adjustments to our parents insurance policies.

My initial call on 5/7/2013 to update the address and straighten out my parents insurance policy started off badly. The woman on the phone asked me for a lot of information about me and my husband — birth dates, employer, social security numbers — and I was a little put-off.  I stopped her and asked her why she needed this and she admitted she was interested in updating the records she had on me since we were eligible for USAA.

I am sure my voice was not pleasant when I asked her to just help me resolve the issue that I called about. She continued to try to engage me and got an earful. At first she tried to suggest I complete the USAA version of the power of attorney. I explain that my parents no longer have the ability to sign over this power — and the durable power of attorney was done for this reason and should suffice. She finally provides me with the fax number and directions to get my request resolved.  She tells me it will take about 2 weeks to have the durable power of attorney reviewed and I would hear back from USAA confirming their receipt of my request.

When three weeks passed and I had not received an acknowledgement, I called back.  I’m told they don’t show receiving either of the two 11-page faxes I sent to the number provided. The gentleman promises that when they receive the documents, they will put it on the fast track and I should hear back within a few days.

I just resent both copies of my Durable Power of Attorney in today — I will let you know when I hear back and the outcome. Aggravated.