I saw a news article that USAA says “Luna” is the most popular pet name for dogs and cats.
Well a google hunt lead me to an interesting lawsuit involving a Luna vs. USAA.
Older age discrimination case by an older claims employee who was terminated. He was so overburdened in keeping up with his job due to the shrinking workforce around him, that he was failing his metrics. He was missing his time limit demand deadlines. He positioned himself in a lawsuit that he was targeted by age. But the basic foundation of his case was that the company’s reorganization efforts made it impossible for him to continue to succeed at his job, due to a shrinking workforce which caused tremendous pressure on his ability to keep up.
That is going to be a very common scenario (and has been, for awhile, in claims.)
Appears the court supported him and denied USAA summary judgment, I’m not sure what happened in the case after that.
I left in 2022 when I could no longer stomach what was happening. We bled money in claims because we never had the mindset to do it right from FNOL and all of our most valued technically skilled reps had left, leaving inexperienced processors in the wake. We never had a chance. Still don’t. We will continue to bleed money in claims and there will be more bad faith suits. It’s a ripening effect. We have a very poor understanding at the leadership level about what a proper claims process looks like. Any old timer can tell you what the problems are. They will never fix them because they want automation and cookie cutter. Check the box mentality. All hands on deck, no claim ownership, in a call center environment, is a poor choice for claims.
The bank is sinking us anyway, and needs to go. I have no faith in the future of the company.