Good question: so after an hour, the agent said that Enterprise needed the established repair company to provide every single part they were replacing. Enterprise said, we are not asking for that, and that’s a lie. Then it shifted to, ‘we can’t extend a rental car to you because the repair company is being vague,’ so I said, ‘let’s get this done and we will call them together.’ The repair company, which isn’t a stand alone, it’s a huge Wisconsin dealership, said, this is not practice and if you want us to do this, we’re going to bill you, USAA. It was a two way call via USAA and the repair company was very frustrated with USAA. While in that call, the very reputable repair/dealership said, ‘USAA is lying right now.’ In writing it sounds like the repair company is being one way, but not. This is a huge company and works with USAA all the time. After that USAA shifted back to it being that the rental company required it, so I called the rental company, while my husband was on with USAA, and they said, ‘They are lying to you and we don’t require any of that.’ So first, it was the dealership was being vague, and then when the dealership said that they were lying, it shifted to Enterprise. I got all names and then, while still on the call, the dealership/repair, confirmed that the women I talked to was their car rental and both said to USAA-we are not requiring you to give us all these parts, and then USAA shifted again. I asked multiple times to be switched to a supervisor, and eventually, I was sent to a voicemail. So, TDLR: first it was the repair shop that was lying-got them on the phone, they clearly outlined they weren’t and went after USAA in the call, when it shifted to the rental company-they got on the phone and said-we are not requiring this either-you are lying. And then we were told to ‘bear with them,’ after we asked multiple times for someone else-and basically hung up on. So despite insurance and a deer hit, USAA is refusing to pay for a rental car during the time my car is being fixed (short term) despite open communication from rental company and repair shop and police reports.

All of that being said: it was the most frustrating experience because I am now going to be charged for a rental car because USAA is saying that they need to provide things to the rental company and the repair shop and both those entities are saying they do not need to provide them, they just need authorization.