So I just switched. Still have USAA for banking but not for insurance. I took the emotion out of it and assumed all insurance companies can have customer service issues from time to time. I just compared rates.
For both home & auto I used my existing USAA coverages and got estimates that matched (apples to apples). I got quotes from Progressive, Geico, Nationwide, Liberty Mutual, All State, Farmers and State Farm. All had easy, online systems for adjusting coverage to match my USAA policies. I examined costs for auto/home bundles and separate policies. I also looked at each company's app just to make sure it didn't suck. I ended up choosing Liberty Mutual (31% less than USAA) for auto and Nationwide (35% less than USAA) for home. Bundling with one company did not save money overall.
Surprisingly, in the comparison USAA had the highest rates by far for both -- and it was even close. They were 24% above the average of all the auto quotes and 17% higher than the next closest competitor. For home they were 22% higher than the average and 16% higher than the closest competitor. For bundling they were better as it seems each company tends to have better rates for one or the other. For bundling they were only 9% above average and within 7% of the next closest competitor. However, the bundling appears to be a red herring as none of the companies had a deal anywhere close to the combined rates when using two separate companies.
With my switch I'm saving so much that I decided to increase my coverage. For example, I was able to reduce my auto deductible to just $250 for each vehicle for both comprehensive and collision, zero deductible for glass, twice the liability, add uninsured motorist, add rental car reimbursement, upgraded towing (100 miles free), and "better car replacement" (next year model newer and 15,000 less miles if car is totaled) and still save 26% over my crappy USAA coverage. For home I increased my overall coverage by $265K, reduced my wind/hail deductible to $1500 (USAA was at $12,500), add increased coverage for guns, tools and jewelry (and a bunch of other extras) plus guarantee rebuilding regardless of building cost. That Cadillac coverage still saved me 26% over USAA's crappy coverage.
What I learned is that I've been wasting a lot of money with my loyalty to USAA and false assumptions about their competitiveness. I recall looking into this 15 years ago and found nobody could come close to their rates. Now they are not competitive. The were significantly higher than every other company. It's also not small change. As a bonus, my USAA Subscriber Savings Account (some profit sharing thing) pays out in full with give me over $10K cash. That's actually a nice incentive to switch.