A few points:
- I am NOT a USAA employee, and never have been.
- However, I have been a customer ("member") for over 30 years. One of the companies in which I wan en executive in did significant business with USAA, and my team managed a lot of that work.
- Unfortunately, had a few claims over the years in the various lines I contracted for, such as homeowner, auto, etc. Probably in line with a normal claim rate.
- I was an SVP in another Fortune 100 financial services firm, so I know abit about the space and how things should run.
I'm writing to let you know that customers have noticed the impact of low-quality and insufficient staffing. I recently had an auto claim that took over three months to complete. This was a simple vehicle damage claim, no other property damage, no injuries, etc.
Over the three months, the adjuster called me ONCE. No emails. I posted many claims in the online portal. No responses.
To get the claim resolved I had to file a formal, written complaint with an external consumer advocacy agency. THEN the office of the CEO got involved, everyone is calling me to solve the problem, and so on.
Why all this drama - just pay the claim? I did let management know - in detail - why I was upset and how it is very obvious that USAA is not the same company from my over 30 years' experience. I told then that the USAA I knew and loved is dead, and that I would be re-competing all my insurance products. To the manager's credit, he admitted to there being many problems.
Since I expect that since USAA knew at one time how to provide great service at a moderate, it's obviously a leadership failure. From the perspective of a customer and former finserv SVP, I say fire the coach and stop blaming the team.
It takes years to build a good company and customer trust, but a second to wreck it.
If you;re a good employee and hating life there, I suggest you consider looking for other, better opportunities. They may be there or may not be, but it's always good to have situational awareness....
Thanks if you were "one of the good ones."