Thread regarding USAA layoffs

I just called USAA and the accent was definitely from India. I have been a member for almost 40 years and this is disappointing. While USAA was directed at American service personnel, why am I going overseas to talk to someone

The call center in Guadalajara is operated by TTEC. Members think USAA keeps all its jobs in the US but they don’t know that most Member Service is outsourced and when they call they’re probably talking to an employee of a different company.

I'm a 24 year member and very sorry to say Their auto policy service is absolutely horrible now. Took almost 3 months for me to get my claim sorted after my car was stolen. I escalated to their "executive group" who blew me off for 2 weeks longer before making time to speak to me and then didn't even apologize once they did. I started moving all of my business since. And crazy enough I've found progressive and state farm much better to work with and competitive.

They don’t . They have IT in those places and IT doesn’t always mean Helpdesk you can call.

Oh you mean USAA doesn’t have cal centers in Chennai and Guadalajara?

I am the OP, and I want to express my gratitude for the assurance that calls with members are not being offshored.

Throughout my 22+ years as a USAA Member, I have consistently received exceptional service from representatives, and it is precisely why I remain a loyal member to this day.

I acknowledge that it was my mistake to assume that a woman with a thick South Asian accent indicated offshored call centers. So many companies have made this move recently!

However, I must share that it has been a week since I submitted a claim without receiving a response from USAA. This is not the kind of member experience I would expect. The recent news about USAA facing financial losses for the first time in 100 years, extended call wait times of over 2.5 hours, lack of response to messages, and ongoing layoffs have raised some concerns.

I genuinely wish all USAA employees well, as the membership you have served recognizes and appreciates you as the best in the business, even if senior management fails to acknowledge it. Take care and stay well.

While I agree with a lot that is said to be true . This item is NOT true. While we do use 3P (contractors) for calls with members, none of those are from outside the United States.

No facts support this persons experience. We just don’t offshore calls. We are rapidly moving contact center back to internal employees. Don’t believe, check out NEO. Stop by Phoenix.

FYI - There is no member contact from 3P in India.

Claims and banking will end up in third-world countries where people make less in a week than American employees make in a day. That helps pad Mr. Weacock's salary. To the best of my knowledge, most - if not all - states require licensed insurance agents to be U.S. residents. If I'm wrong, the axe will have a fall-per-second rate faster than an M16.