It’s not claims, it’s a call center. Your claims handling is measured based on call center criteria such as length of call, number of inbound calls taken per hour, and whether or not those callers call back within 7 days. These ‘metrics’ are contraindications to proper claims handling. They claim to provide world class service, but provide no opportunity for adjusters to actually do their jobs. You are forbidden from making outbound calls to contact your members or other involved parties to a claim in order to actually move your claims forward. You are pushed to handle all of your claims through emails, and not allowed the time to conduct a proper claims investigation. Claims have multiple individuals handling them without any accountability. Their ‘claims process’ is so disjointed, cumbersome, and opens the company up to bad faith and insurance department complaints. So many of their systems are not user friendly, and none are compatible with each other. They are currently seeking to roll out a new claims platform with minimal training, and zero input from the individuals who would actually be using the system. Decisions are made by executives who have no knowledge of the jobs, compliance requirements, or how their changes will impact the entire operation.
Workload is unrealistic. You are forced to spend your entire shift taking back to back inbound calls from angry members and claimants all day long, getting screamed at for things completely outside of your control. Then, if you actually want to work on the nearly 50 claims you might have received during the week, you are told by management that you must work OT to keep your work list down.
The level of micromanagement is unbelievable. Your breaks and lunches are scheduled for you, and vary from day to day. If you are stuck on a call trying to do your job and go to lunch or break late, your open adherence score goes down, and you are placed on a performance improvement plan. If you have to step away for a restroom break, you are immediately spoken to and berated for not planning your own biological functions properly to coincide with a scheduled break or lunch. They have managers designated to watch the phones and instant message you constantly to see what you are doing, or demand immediate action on one of your “assigned claims”, even when you’re on the phone working another claim. The calls are listened to, and you are constantly scrutinized for “what you could’ve done better “ in delivering the robotic scripts that have absolutely nothing to do with handling a claim.
Tenured staff are leaving in mass Exodus, because the work environment has become so toxic and stressful. The company’s solution to this is to redistribute the unsustainable and impossible workload amongst the remaining employees, and bring in lesser trained third party call center employees for a lower rate of pay. The company’s failures are redirected at the many dedicated employees who are trying to live the mission and provide quality service, which is completely demoralizing.
The company has changed it’s culture from a service oriented company to a run of the mill operation that cares more about money than the quality of their products and service. They logged record profits last year during the pandemic, and thanked their loyal employees by cutting the yearly bonus to .1% over the bare minimum promised. The focus instead has been to increase the advertising to bring in even more members to this ‘exclusive’ club, while knowing that they do not have the infrastructure or proper staffing in place to deliver on these set expectations. Employees are considered expendable, because USAA believes that they are so far above the other companies out there, that people are beating down their doors to gratefully take your job for less money.
If you value your own physical and mental health, I would caution you to think twice about applying to this company.
