USAA reviews

I've worked in the insurance industry since 1991, and in call centers since 1986. I have never worked at a place where the basic phone system was as much of a mess as at USAA. IT is not in-house, and the contractors working on your system don't understand your job. As a claims rep, I would seek IT help when my phone didn't work, and I was frequently asked if I needed my phone to do my job. Um... USAA is a CALL CENTER! The first day I walked in, all the TVs in break areas were set to FOX News. That was my first hint as to how conservative USAA is- they are very political and expect employees to contribute $$ to their PAC. The USAA PAC only supports extremely conservative candidates. USAA loves to tell employees and the world how "diverse" they are, yet there is no diversity from conservatism. How can you say you are diverse, you support your LBGT employees, yet you fund candidates who seek to end basic rights for the LBGT community? As a claims adjuster, my workload was past ridiculous. I was told I could handle this job easily during a 40-hr workweek. I was told adjusters would only work overtime when there was a catastrophic event. A 55 to 70 hour workweek was not uncommon with the regular workload assignments. Managers would offer "OT Blitz's" where they would provide a catered lunch and offer employees a chance to win gift cards for giving up their weekends to work. Management was unashamedly biased against employees who were not former military or military spouses. Add to that mix an unspoken bias against the over 40 year old employee- and you have employees sharply divided on each side of the spectrum. If you were military or a manager's "favorite," there was time to develop you to the next level. If your manager didn't like you, you were not military, or 40+, your manager would tell you there just wasn't time to work on your development. I had development sessions cancelled because my manager said the call volume was too high to justify pulling me off of the phone. A few minutes later, I would see one of the manager's team favorites sitting with him, receiving a coaching session in my scheduled time slot! I left the company after my manger repeatedly found time to "correct" my claim handling skills. I've been a licensed adjuster for 20 years. My manager came from a retail background, and had only been an adjuster for two years. I was told on many occasions by him to "ignore" the DOI guidelines, and "follow the contract." Follow the contract to him meant find the USAA member not at fault or mostly not at fault in the accident. If the other company didn't agree, the attitude was "that's okay, let's take it to arbitration, the USAA name means everything." Unethical. I was also expected to report 3-5 claims to the Special Investigation Unit for more research. If my claim was legitimate, and there were no factors I considered to be fraud, I wouldn't submit a claim just to submit a claim. People's lives could be ruined by an investigation (yes, the local police would be involved along with USAA investigators) because some call center adjuster was required to "find" claims to send for fraud investigation? If you are the kind of worker who wants to be micromanaged, have someone tell you what to do, how to do it, and when to do it- USAA claims is the place for you.

1. executive management. Usaa has hired in so many non-military execs from for-profit companies that its changed the culture of USAA. That is supported by the recent change in the mission statement. 2. uses the mission and core values as a marketing tool and not a fundamental root of the business anymore. 3. Non-executive management used to be highly regarded. Since they were on the front lines, they were involved in decision making which ultimately translated to benefits and growth for USAA and the Membership. Now decisions are made by remote Business Advisors who are not in touch with the reality for the membership or made by the method of hippo (highest paid persons opinion). And, they are are not the best Stewarts of the company as they do not have the exposure but go off very condensed and edited information that they receive. USAA has made changes to retirement plans and insurance subsidies to exclude many benefits for future and current retirees effective 2024.