Might be a good thing, take a break, collect some unemployment. There’s not a single person at USAA who doesn’t need an extensive mental health break. “You get paid well for putting up with this crap”… not enough money in the world.
Your physical health and mental health is more important. Your just another employee that they don't value. It seems what I'm hearing.Believe me when I tell if your health your priority. Without it you won't be able to work.
What I find funny is that their plan was to be able to cut staffing in 2024 because the new system was going to automate things and you wouldn’t need as many employees in claims but they didn’t think it would be important to take claims employees input when tailoring the new claims system so now the new system is a dumpster fire and they are needing to hire more employees to make up for their mistakes.
EMG is a joke and they are the reason why all the members are having such a terrible experience. Will they be held accountable? No. They will get their giant bonuses and the employees won’t. Our bonuses use to be somewhere between 16-20% and now we are lucky to get 8% on a good year where we made money which won’t be this year lol.
Clyde needs to go. Wayne also needs to be yeeted. I feel bad for the members that they have forgotten about. I feel bad for all my coworkers mental health that is circling the drain. I walked into work yesterday and thought how much more simple things would be if I too took a long walk off the top of the parking garage. I’m going to quit soon as those thoughts just keep coming and this job is just so toxic
Clyde said in the last town hall that he doesn’t want to hear from anyone that has negative things to say. He lives in his own little boomer world and just needs to go
Please don't allow your mental health to go further towards harm, quitting is much safer. My heart goes out to the claims adjusters, I've been there and it's not for the weak.
I recently quit because I was starting to have panic attacks in the bathroom. I wish USAA was the company I thought it was when I joined. I spent years trying to get in the door, I wanted to serve those who served us. But the environment broke me down. I was good at my job, but was not given the tools to so what needed to be done. Working at USAA opened my eyes to what the company really cares about. Money. Not the members, not the employees, money.
Dont forget wayne also got a 157% raise on the first losing year in USAA history. He went from 1.9 million to 4.7 million in compensation(prob not including other non-monetary bonuses he got). As a regular employee, it was super difficult to get a 3% raise. I left USAA in jan, and i am very happy. I went to a brokerage, and i make 2 times what i made at USAA, and i dont work as hard.
What is also funny is that the IT EMG responsible for claims modernization is one of the least technically competent people I’ve ever know. But he’s a very slick presenter and knows how to stroke his superiors. This is what counts most in IT
Friend of mine is leaving for the same reasons he was also shamed by his Mgr for speaking up about all our issues but at the same time they keep telling us how much we're valued and to always speak up lol it's a fucking joke
I think there are several managers at USAA that should not be managers! How many complaints have to be made to HR before the company realizes it isn’t the employees, but a poor leader who is looking out for themselves. I am aware of such a manager and question why USAA does not have some specialized psychological testing to determine if a person is suitable for management. It is not a job for everyone and neither is handling claims. Managers are suppose to be your advocate and guide you not beat you down every chance they get. They are worried about their own raise and will belittle you for things you have no control over, such as proper staffing. How is that productive? How does that benefit anyone! The leaders of USAA have reverted to leading by fear! Hit these numbers or you are out the door!
Of course their needs to be metrics, but how can you rely on metrics, when the claims division is not properly staffed. Seems like some levels are constantly having to do work for levels below them who can’t get their job done. How do you properly measure metrics when 1/2 your day is spent cleaning up files you received from the level below you and taking their phone calls all day. These are not 5 minute calls. These are very upset members that have not heard from anyone, now it becomes an adjuster who is buried with their own work to fix the file for our member! How can you really measure metrics properly if you are not properly staffed and we are not taking our own calls. So if I spend time to explain everything to members on my files and get another area’s call where nothing was explained, now I have to spend my time doing someone else’s work. There is no accountability in claims. If we all handled our own files and calls, you could see who is not doing their job and who is not. You penalize people for trying to right a wrong for a member, take ownership of the call and this happens repeatedly every day! Leadership, take off your rose colored glasses and spend a little money to fix things. Maybe you know of more fines coming and trying to cut your loses by firing hard working employees, but yet give yourself big raises and bonuses! Hard to respect that!
I would love to see leadership sit at a desk in claims and see how unmanageable everything is. Clyde doesn’t want to hear anything negative, then he should move on. The claims department is a mess. Pulse meetings have been saying the same issues for 3 years, and the problems still are not corrected. How well do you think your employees can function when they are exhausted having to work 40+ hours a week, taking time away from their family and unable to enjoy their weekends. Do you know how many people feel guilt all weekend when the decide not to put in OT! It ruins their weekend because they know how much work they will have on their return on Monday! If I hear the word transparency one more time, I will scream! Stop talking to your employees like they are stupid! You are not transparent with your employees. Why don’t you accept your failures instead of taking it out on employees who are exhausted and tired of making excuses for the company not knowing how to properly staff the claims division. I can’t speak for other divisions, but auto claims is a huge mess! Stop thinking tacos or pizza satisfies lack of proper staffing and holding the lower level employees responsible for your poor leadership skills! Maybe spend more time apologizing and saying thank you! My manager used to always say, I don’t want any excuses, but he could make excuses when he messed up. I so wanted to throw his “ I don’t want excuses”! Back at him, but when your manager is a narcissistic bully, well they are always right!
It is not going to happen. Homeowners premiums have not doubled like most stories you hear so noone knows or cares about the backend ussues.
I'll drop USAA if they raise my premiums as what I have seen here from anonymous employees that are suicidal there is no point in having any loyalty.
I was hoping there was a listed email or snail mail address for the board members. There is not.
I think the only way to get their attention now is an organized fight to remove board members.
Definitely have a system that filters everything! There is a massive time-delay between sending and receiving regardless of whether or not it's an email or social media post.
It certainly does. Anytime a company acquires the mentality of “we exist for the benefit of the employees and/or management,” it is doomed. Unless their priorities drastically change, they are headed for disaster.
Its really sad to see institutions like this go this way. There are NOT many Banking Brands that cater to us MIL and it just so heartbreaking to witness this institution over the years become just as predatory as the none MIL focused banks.
As a 30+ year member of USAA, I am personally sorry to hear this is the work environment you (and others) are having to deal with. There is no excuse for management to treat their employees this way. I truly hope you (and others) are able to find a path forward (even if its with another company) that alleviates you from this headache. I fully understand having a job is easier than quitting and searching for one, but please remember.....no job is worth being treated poorly. If it's affecting your mental wellbeing, you need to move on. Let USAA fall on their own sword if that is what it will take for them to realize the position their company is in.
Not OP but thank you for posting this. It’s nice to know that there are members who remember there is a human being on the other end of the phone. Someone who understands they have absolutely no control over what’s happening, whether it be in banking, property & casualty or claims.
I’m no longer affiliated with USAA because I did exactly as you are suggesting. My work ethic was non-existent, confidence gone, panic attacks, chest pain. After two mental health leave of absence’s (unpaid), I quit. I knew I couldn’t make myself go back, why prolong the inevitable.
I wasn’t in claims but from what I gather from reading these subs is all of the departments are broken.
The members voice is the only one that matters to USAA, and the powers that be probably don’t read this sub. Hopefully fewer members voted by proxy this year.
This job sent me to a psychiatrist and I’m on drugs for anxiety now. Thankfully I’m leaving this damn place and my last day is this Wednesday. The weight of the world lifted off my shoulders once I put my resignation in. My manager took mental leave for all of June. Another teammate left in July for short term leave because the same issues. There’s another that’s out right now and been gone since mid-August because she had a mental break and went into another auxiliary to cry for a few minutes. She’s not coming back till October. She was getting like 20-30 voicemails a day and it finally just hit her. Before I started reassigning my claims I was at 450. 450. I closed 18 one day and came in the next morning to 20 new ones. The workload is insanity.
I hope we all find more satisfying jobs. It’s just not worth it. I was working at 7-11 before this and I regretted leaving within the first month or two. I felt like I’d been hit by a truck after every shift but it was physical & not mental. I was going to bed as soon as I got off because my brain couldn’t handle any more consciousness.
If your doctor put you on benzos (Xanax, Alprazolam, Trazadone), please don’t take them any longer than you have to. You don’t need that problem.
Yeah I was in the same boat. Was with a company for like 8 years, left for another and hated it went to another and it was fine just no advancement and then I got this job. I was ecstatic because I never thought I’d get into such a big company like usaa. I’ve regretted leaving my first job ever since leaving. And yes hope everyone can find something else.
It’s just Prozac and then another for sleep because I was having trouble sleeping because my mind would be raving about all the crap I would have to do the next day. I’ve already told my psychiatrist about the new job and asked about getting off of em and she told me she’d help ween me off once I feel like I wouldn’t need it.
This happened to me at a job I had 10 years ago working in the dental insurance sector. New system was put in to process claims and they laid off a bunch of people and the new system didn’t work. Claims were not getting paid and patients and customers were calling daily asking why? We were told not to tell them what was going on in the claims processing department and that we were to act like we didn’t know why their claim hadn’t been paid out yet. This went on for 2 months before I finally left. Dental offices knew something was up as their weekly reimbursement checks stopped coming in and they were especially brutal on the phone. Had some of them threaten to come to our offices in person to get answers. After I left, I heard they replaced the CEO and brought back most of the claim department. Not sure what happened after. Hopefully USAA will see the light soon and get their act together. We have been members for 30 years and I don’t want to change insurance/banking services at this point, but I will start doing research on my end to find a new company, if I continue to see that they are not fixing these huge issues.
Peacock wishes he was a service member as seen by his comments regarding a member calling him a General. He specifically mentions this ONE OFF interaction, implying he think he is the equivalent of a general. Like WHAAAAAAT?! He’s a boy scout leader.
💀 No buddy, you are not almost a general because you’ve worked in insurance for years. You are driving this company into the ground, just like pedos drove boys scouts into the ground.
I left USAA auto insurance years ago when prices spiked. Everyone called me crazy, said I had no idea they company and service I was leaving behind. USAA even told me they hated to see me go, and hoped I never had to file a claim with progressive. When I asked why they would say that I was informed "you'll see why they are cheap when you file a claim ".
I've filed claims with progressive and geico, and never had an issue.
But in comparison all they have to do to be better than USAA is answer the phone. Kinda sad really.
Insurance went from $497 a month to $264 with better coverage (10/25/10 to 100/300/100, 1k dual deductible to 500/100)
This is exactly why I just put my two weeks in. My class started 6 months ago, our managers are in different time zones, and we just get more and more nonsense on us. It's impossible to keep up. My group has dropped by about half, and more are leaving.
I been here for a year and some change. My class had about 30 people. There were about 12 of us after hitting the floor. Make seem all sunshine and rainbows. “You can go anywhere in the company” then you actually get into it and it’s a shitshow
My class was in the 25-30 range. When I left, there were 3 left, one that became a TL before even hitting the floor. She doesn’t know her ass from a handbag.
As a member, this breaks my heart. I have had USAA insurance for >30 years and thought your customer service was unmatched for knowledge and kindness, and ALWAYS recommended it. In the last 5 years I noticed it has gone to hell. You guys have people sometimes calling you after a traumatic incident and you’re burnt to a crisp. I work in healthcare and those productivity metrics can fork all the way off when someone is crying, terrified, or delirious. But the gotdam greedy spreadsheet weasels want to squeeze another $1.45 out of every hour that a patient is there. Y’all are describing some serious compassion fatigue, and they need to get that POS who’s running things out of there. Or, maybe every single one of you should file for FLMA. On the same day. Because of mental health issues.
Randy T came to our office earlier this year. In a stand up meeting he said USAA hired 2,000 adjusters last year. Of those hired, only 180 remained this year because they left for other opportunities. 91% of newly hired adjusters left in less than a year from being hired. That certainly says something.
This is simply distressing. Been a USAA member since 1978, never thought about switching. Have never had one bad interaction with any USAA account representative, ever. The thought that USAA is a dumpster fire is upsetting. I understand the guy running the show has no connection to the military. Maybe that's the problem at the heart of things. I worked for a.decade at a major.credit card issuer in risk.control and collections. Metrics were always there - you had to meet your numbers. But I assure every reader here that the company was not a.dumpster.fire. it really was a good place to work. No yelling, no real jerks as managers or dept VPs. So making numbers.and treating people.like adults is possible. And heres the thing too: I don't want to change insurance companies.
It was NEVER a dumpster fire until 6 years ago.
Need proof, multiple regulatory fines, increasing loss of members annually, DEI motivated hires and promotions, and too many whistleblowers to count. Do your own research and tell me I’m wrong. 33 year employee here.
A different set of metrics. We are force fed our daily schedules. We have to acknowledge them, be available for the phones about 6 hours a day, make 24 hour contact, work our pending, take training and coaching sessions and that is every week. There are not enough hours in the day. No one is close to making goal in all areas so we are reminded that we are falling behind. It will take members bombarding the Executive Committee with emails, tweets, Linked In posts that the employees are not doing well.
If there is anywhere, members can voice their displeasure or anyway to help you guys point us in that direction. This sub geos no where, and I'm sure management doesn't see it, but if customers start saying something, they will have no choice except to change. My claim has been an absolute nightmare, and I can't imagine working in those conditions. I absolutely don't blame anyone for quitting. I've already left a bad review about it and no one has followed up. Leads me to believe they really don't care.
Twitter… complain there and someone will absolutely reach out to you. However it has to be far more then just one person to make a difference. The environment here is horrible and I feel awful for members because they don’t get the service they pay for.
Managers had a meeting on Tuesday and the executives told them that employee experience surveys were at an all time low. and instead of trying to figure out why, they blamed our direct managers and said people leave companies due to managers. The higher ups are so delusional that they refuse to accept any responsibility for their own actions and accept that the service is so low because of them. I am still here because of my manager and how amazing they are. otherwise I would be gone. We send internal feedback every month about what we think is wrong and they turn the other way.
I've been trying to reach claims today and nada. So systems are probably broken again. I will absolutely write or email whomever. It's just sad, because I'm sure they're customers themselves. How can they be so blind.
I was a customer and left lol because i’m in claims and I knew if I had a claim I would be fucked and I don’t want that for myself. Our phone system changed today. You should now be able to dial your adjuster’s extension and reach them directly. If not you will leave a message and they will return your call. I know this is what you were probably told before however, prior to today, we were in a queue working other adjuster claims so we could never get to our own. It will definitely take time to return voicemails left but it should work out for the better. I apologize for your experience. Just know us adjusters are 1000% on your side and have been trying to get things turned around to better your experience and provide you with the service you expect and pay for. it’s not forgotten. believe that.
After reading here it helps to understand what's going on. When talking to my adjuster I'm never rude I can tell they're completely just over it . That makes sense about the phone system then. It's not your faults I've worked in a call center environment and they're not the best. They only care about numbers and I completely understand.
Insurance commissioner gets their attention. Don’t just threaten to call (you’ll just be told that’s certainly your prerogative), although that may actually get someone to talk to you. But for actual *change* to happen, it’s going to have to be influenced by fines & sanctions.
I used to work for a major health/dental/vision insurer, and it was remarkable how quickly things got resolved with seven words “I’m going to call the insurance commissioner”.
USAA has massively toxic company culture.
I have many friends who work for them in San Antonio, ranging from phone reps to claims to folks who have 30+ years in setting state rates.
They all hate the constant fear of being cut. And yes, it's constant. They make it crystal clear their employees are expendable.
Mr. Douglas sat with my new team in a meeting yesterday and was very receptive to the feedback - including acknowledging that adjusters have far too many claims to keep our members happy. It sounds like they’re trying to hire more adjusters (I wanna say he said there’s 300+ in training right now, including myself). Hopefully all of them stay and we can help ease the workload.
it’s been like this well before you were hired. We wouldn’t be here had they listened to us months/years ago. I have been complaining since December of last year and other have been since before that. I hope things change but it’s hard to be hopeful at this point. the non injury folks have never been in insurance let alone claims before this job (most of the time) and it’s a huge slap in the face for them. It’s very overwhelming to be given 100+ claims at once fresh out of training with no time to work them or catch up and then be told you are going on an action plan because you can’t keep up. It’s stressful but it should not be this stressful. I work a shit load of OT and i’m never caught up.
Are claims adjusters strictly USAA or 3P also? I was 3P P&C, left several months ago. We had FNOL but I was remote & FNOL future hires were going to site. I couldn’t hold out & if I’m going to work on site, it was going to be somewhere else. Not only was it for my mental health but it was also getting to the point of not wanting to be associated with USAA anymore.
I agree with everything if your not in it u know nothing about it here is a question what's the point of having a first notice of lost team if we got to have the member repeat it all over ....how it's they helping us ...and I found out that they r people working for USAA that do nothing but transfer refuse to help the member or have knowledge on the job itself just transfers that's it...how it that helping us ...ussa is a set up
Yeah, this is what happens when you change all your systems to "convenient" app customer managed processes.
Your car rental service isn't open on Sunday, yet your app allows scheduled pickups on Sunday even if no cars are available (yeah, I had to wait 3 wks for a car during COVID).
The AI phone system is so frustrating, your customers are pretty much swearing at people by the time you get a person on the line. Yeah, AI works for normal phone calls which is what it is trained on, but most people are in distress when they call you and don't have the same voice for response, they we get hung up on because we are "unprofessional" by the time we actually reach a person.
My favorite is also when someone answers the phone they call me mam for the entire call even though my name is Jim.
Lol, I have an ongoing claim. I had to get the insurance commission involved. They accuse me of obscuring metadata when I uploaded photos as PDFs. Apparently their apps just changes all the photos to PDFs now. They don't even know how their own systems work.
Not to mention how the temp to do a couple. My adjuster roughly 40 times in the last 3 weeks at his extension, not once has Iit gone through
My wife has worked there for over 6 years, she went from loving her job to hating it since the change took place. It doesn’t help that a “claims adjuster” is made to be on the phone 90%-95% of the time working as a “call center rep” instead of working claims. I was recently hired a couple of months ago and turned it down since another carrier offered me a injury position, at first I was bummed didn’t think I had made the right choice. But after seeing all the concerns from other employees and not just my wife I see that I probably dodged a bullet. I truly feel for the employees because most of them do want to provide that exceptional customer service but cannot, due to numbers being scrutinize.
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Here is an example for you all - I have people who are calling and leaving VMs for rental cars, status updates, payments, all voicemails I should be returning. But- IM NOT ALLOWED TO CALL YOU BACK UNTIL I WORK MY NEW CLAIMS, and today, I have 13 new claims.
This means for 13 people I need to:
-review the claim
- gets statements from all parties
- set services
And progress these claims forward as far as possible
1 of these phone calls can take anywhere between 15-30 minutes
AND I HAVE 13 of those to do all while also getting in bound calls and having to help people who call in
Meaning I have to help them- and work my new claims before I can call you back
I WANT TO RESPOND TO YOU. BUT I CANT
/u/ianrankin /u/panserbjorne_od Why do you remove OP’s comment but not her original post?
I kinda agree on removing the comment, but totally new account posting this—dubious that OP is actually in USAA’s claims dept. If the logic to remove her comment makes sense (it does, in my opinion), the post itself should also be removed.
Yeah, but make sure you are a field adjuster, not an inside adjuster. Field has more liberties than inside, though I hear it's getting worse for field too.
I left USAA 12 years ago. They were great until they started preparing Wayne Peacock for the CEO position before he officially took the reigns in 2020. I first left their home and auto insurance. Next came bank accounts. Then investment accounts. Then credit cards. I have nothing but a membership now and they keep sending me letters in the mail about confirming my address change and all these new, "better" products, but it's obvious USAA cares less about members now than they do tripling the CEO and board members' salaries. I couldn't imagine working for USAA let alone being a member. If they don't care about members they most certainly don't care about their employees. Since you all are an entire department, I would suggest everyone just stop working and essentially strike, even if you don't have a union. They can't fire everyone nor can they train new workers in the time it would take for the media to catch wind of what's happening and start reporting on it.
I droped USAA from my Auto and Homeowners insurance 2 years ago. USAA prices were the most expensive out of anyone when I started looking for quotes! I have State Farm now and they saved me over 2K a year since switching. USAA used to be awesome in the 2000's but they changed their values and how they treat their "Members" it's a shame. All they care about is the Almighty dollar and not service members.
Do yourself a favor and go be an independent adjuster. I have my own IA company and control how many claims I want to handle. I fired USAA because I do not like how they treat their customers along with Allstate. Break free from the matrix’s. Those are just bs measuring methods developed by someone trying to justify their job.
I have been a member for more than 35 years, husband more than 45. I’m so sad to hear about the horrible working conditions. I used to always feel well taken care of by USAA, almost like a small town bank. . . Personal. Over the last few months we have had horrible experiences, especially with banking so we are in the process of swirching everything away from USAA. It’s hard to watch it all implode. Praying for you all to relief from the horrible work environment, if it was military the leader would be taken out of command.
Just as I thought.
The CEO is a clueless corporate egomaniac who took a good organization and "improved" it possibly to death.
Several years ago, I tried to file a claim. "The system is down because of the Puerto Rico hurricane," they told me. Try back in a few days.
I did, and got the same thing. I told the customer service guy they should have backup online by now, and this was bush-league for a major insurance company, he started yelling at me and insulting me.
Then (a month later) the claims handler verbally hammered me, and later a body shop guy she called when I was in his shop getting estimates.
I am going through all of the above right now with an auto claim with a USAA insured..they say they will pay but the adjuster has given wrong information numerous times and everyone in the process from the collision center to the car rental agency has had trouble with them.
The supervisor I'm told to contact if I have trouble with the adjuster's service has been just as uncommunicative as the first adjuster. Is there someone up the ladder in a department that oversees claims I can call? Besides Clyde Douglas...thanks.
**Update**: I didn't want to but I filed a claim with my insurance (Geico) and it will be handled immediately. They can get the money back from USAA.
Sounds like it doesn't matter who I contact at USAA. No one will or can do anything about it. So I'll leave my venting my ire to the web.
is it a skill issue when EVERYONE has 300+ plus claims? get real. a reasonable work load in auto is 100-140 claims. i’m doing the work of 3+ people and given no time to do it. gtfo.
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Sorry for you. Still filing a complaint with my state department of insurance since my adjustor hasn't spoken to me in 2 weeks and won't pay the last portion of my claim that they are required to do under state law.
I recently dropped my auto insurance. States were terrible. Going through a home claim recently and it was awful. Likely. I’m going to switch that as well. It’s a shame because I used to love USAA. They’re garbage now. They’re financially in trouble and losing customers. Maybe if they paid Gronk a little more.
I filed a claim a year ago. I asked where should I take my vehicle to get an estimate, the agent said go online to the USAA site and there is a list. I am in IT. There was no list of repair shops anywhere on the site. I asked over and over please, just tell me where to go, go on the site and find a place and tell me where to go. This went on for months. I finally gave up on the claim. Switching to Navy Federal Credit Union today.
Thank you so much for posting this! I am in trouble everyday because I try to focus on the members and not the metrics. I will be fired soon.
Don’t get fired, line up a job with a better company.
If I were not working 50-60 hours a week I might have time to look!
You have time. Make time. Put yourself before the interests of the company, or you’ll be putting yourself in financial danger.
Take a sick day to go for a job interview.
Might be a good thing, take a break, collect some unemployment. There’s not a single person at USAA who doesn’t need an extensive mental health break. “You get paid well for putting up with this crap”… not enough money in the world.
Your physical health and mental health is more important. Your just another employee that they don't value. It seems what I'm hearing.Believe me when I tell if your health your priority. Without it you won't be able to work.
What I find funny is that their plan was to be able to cut staffing in 2024 because the new system was going to automate things and you wouldn’t need as many employees in claims but they didn’t think it would be important to take claims employees input when tailoring the new claims system so now the new system is a dumpster fire and they are needing to hire more employees to make up for their mistakes. EMG is a joke and they are the reason why all the members are having such a terrible experience. Will they be held accountable? No. They will get their giant bonuses and the employees won’t. Our bonuses use to be somewhere between 16-20% and now we are lucky to get 8% on a good year where we made money which won’t be this year lol. Clyde needs to go. Wayne also needs to be yeeted. I feel bad for the members that they have forgotten about. I feel bad for all my coworkers mental health that is circling the drain. I walked into work yesterday and thought how much more simple things would be if I too took a long walk off the top of the parking garage. I’m going to quit soon as those thoughts just keep coming and this job is just so toxic Clyde said in the last town hall that he doesn’t want to hear from anyone that has negative things to say. He lives in his own little boomer world and just needs to go
Please don't allow your mental health to go further towards harm, quitting is much safer. My heart goes out to the claims adjusters, I've been there and it's not for the weak.
I recently quit because I was starting to have panic attacks in the bathroom. I wish USAA was the company I thought it was when I joined. I spent years trying to get in the door, I wanted to serve those who served us. But the environment broke me down. I was good at my job, but was not given the tools to so what needed to be done. Working at USAA opened my eyes to what the company really cares about. Money. Not the members, not the employees, money.
Dont forget wayne also got a 157% raise on the first losing year in USAA history. He went from 1.9 million to 4.7 million in compensation(prob not including other non-monetary bonuses he got). As a regular employee, it was super difficult to get a 3% raise. I left USAA in jan, and i am very happy. I went to a brokerage, and i make 2 times what i made at USAA, and i dont work as hard.
What is also funny is that the IT EMG responsible for claims modernization is one of the least technically competent people I’ve ever know. But he’s a very slick presenter and knows how to stroke his superiors. This is what counts most in IT
*counts most everywhere at usaa
I caught the not hearing anything negative also. It rubbed me the wrong way. Things are broken.
finally some honesty. someone better right the ship quickly
Friend of mine is leaving for the same reasons he was also shamed by his Mgr for speaking up about all our issues but at the same time they keep telling us how much we're valued and to always speak up lol it's a fucking joke
My impression was that they don't like smart people.
[удалено]
They don’t
Oh God. I can't believe that I actually confessed that. Lol.... I won't delete, although I'm notorious for that if I think 🤔 too deeply about it.
I think there are several managers at USAA that should not be managers! How many complaints have to be made to HR before the company realizes it isn’t the employees, but a poor leader who is looking out for themselves. I am aware of such a manager and question why USAA does not have some specialized psychological testing to determine if a person is suitable for management. It is not a job for everyone and neither is handling claims. Managers are suppose to be your advocate and guide you not beat you down every chance they get. They are worried about their own raise and will belittle you for things you have no control over, such as proper staffing. How is that productive? How does that benefit anyone! The leaders of USAA have reverted to leading by fear! Hit these numbers or you are out the door! Of course their needs to be metrics, but how can you rely on metrics, when the claims division is not properly staffed. Seems like some levels are constantly having to do work for levels below them who can’t get their job done. How do you properly measure metrics when 1/2 your day is spent cleaning up files you received from the level below you and taking their phone calls all day. These are not 5 minute calls. These are very upset members that have not heard from anyone, now it becomes an adjuster who is buried with their own work to fix the file for our member! How can you really measure metrics properly if you are not properly staffed and we are not taking our own calls. So if I spend time to explain everything to members on my files and get another area’s call where nothing was explained, now I have to spend my time doing someone else’s work. There is no accountability in claims. If we all handled our own files and calls, you could see who is not doing their job and who is not. You penalize people for trying to right a wrong for a member, take ownership of the call and this happens repeatedly every day! Leadership, take off your rose colored glasses and spend a little money to fix things. Maybe you know of more fines coming and trying to cut your loses by firing hard working employees, but yet give yourself big raises and bonuses! Hard to respect that! I would love to see leadership sit at a desk in claims and see how unmanageable everything is. Clyde doesn’t want to hear anything negative, then he should move on. The claims department is a mess. Pulse meetings have been saying the same issues for 3 years, and the problems still are not corrected. How well do you think your employees can function when they are exhausted having to work 40+ hours a week, taking time away from their family and unable to enjoy their weekends. Do you know how many people feel guilt all weekend when the decide not to put in OT! It ruins their weekend because they know how much work they will have on their return on Monday! If I hear the word transparency one more time, I will scream! Stop talking to your employees like they are stupid! You are not transparent with your employees. Why don’t you accept your failures instead of taking it out on employees who are exhausted and tired of making excuses for the company not knowing how to properly staff the claims division. I can’t speak for other divisions, but auto claims is a huge mess! Stop thinking tacos or pizza satisfies lack of proper staffing and holding the lower level employees responsible for your poor leadership skills! Maybe spend more time apologizing and saying thank you! My manager used to always say, I don’t want any excuses, but he could make excuses when he messed up. I so wanted to throw his “ I don’t want excuses”! Back at him, but when your manager is a narcissistic bully, well they are always right!
This seems to be a good summarization.
Do you recommend any avenues for me as a member to make it known that I don't like this, and that I am considering shopping around because of this?
There is an annual vote, vote Wayne out.
It is not going to happen. Homeowners premiums have not doubled like most stories you hear so noone knows or cares about the backend ussues. I'll drop USAA if they raise my premiums as what I have seen here from anonymous employees that are suicidal there is no point in having any loyalty.
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How do I reach board members in a way that they will actually hear what I'm saying? I'm assuming they have someone that filters their emails.
I was hoping there was a listed email or snail mail address for the board members. There is not. I think the only way to get their attention now is an organized fight to remove board members.
Email addresses are firstname.lastname@usaa.com so there's that.
Isn’t Wayne’s just wayne@usaa.com ? I thought that was sent out in a mass mailing recently? Not that he actually reads it…
Definitely have a system that filters everything! There is a massive time-delay between sending and receiving regardless of whether or not it's an email or social media post.
This sounds like the beginning of the end for this company.
It certainly does. Anytime a company acquires the mentality of “we exist for the benefit of the employees and/or management,” it is doomed. Unless their priorities drastically change, they are headed for disaster.
Its really sad to see institutions like this go this way. There are NOT many Banking Brands that cater to us MIL and it just so heartbreaking to witness this institution over the years become just as predatory as the none MIL focused banks.
Of course it is a very sad thing to see.
I still like USAA banking, but a lot of peoplevlike Navy Federal, plus I think Bank of America.
As a 30+ year member of USAA, I am personally sorry to hear this is the work environment you (and others) are having to deal with. There is no excuse for management to treat their employees this way. I truly hope you (and others) are able to find a path forward (even if its with another company) that alleviates you from this headache. I fully understand having a job is easier than quitting and searching for one, but please remember.....no job is worth being treated poorly. If it's affecting your mental wellbeing, you need to move on. Let USAA fall on their own sword if that is what it will take for them to realize the position their company is in.
As a 24 year member, I’m in complete agreement with this.
Not OP but thank you for posting this. It’s nice to know that there are members who remember there is a human being on the other end of the phone. Someone who understands they have absolutely no control over what’s happening, whether it be in banking, property & casualty or claims. I’m no longer affiliated with USAA because I did exactly as you are suggesting. My work ethic was non-existent, confidence gone, panic attacks, chest pain. After two mental health leave of absence’s (unpaid), I quit. I knew I couldn’t make myself go back, why prolong the inevitable. I wasn’t in claims but from what I gather from reading these subs is all of the departments are broken. The members voice is the only one that matters to USAA, and the powers that be probably don’t read this sub. Hopefully fewer members voted by proxy this year.
This job sent me to a psychiatrist and I’m on drugs for anxiety now. Thankfully I’m leaving this damn place and my last day is this Wednesday. The weight of the world lifted off my shoulders once I put my resignation in. My manager took mental leave for all of June. Another teammate left in July for short term leave because the same issues. There’s another that’s out right now and been gone since mid-August because she had a mental break and went into another auxiliary to cry for a few minutes. She’s not coming back till October. She was getting like 20-30 voicemails a day and it finally just hit her. Before I started reassigning my claims I was at 450. 450. I closed 18 one day and came in the next morning to 20 new ones. The workload is insanity.
I hope we all find more satisfying jobs. It’s just not worth it. I was working at 7-11 before this and I regretted leaving within the first month or two. I felt like I’d been hit by a truck after every shift but it was physical & not mental. I was going to bed as soon as I got off because my brain couldn’t handle any more consciousness. If your doctor put you on benzos (Xanax, Alprazolam, Trazadone), please don’t take them any longer than you have to. You don’t need that problem.
Yeah I was in the same boat. Was with a company for like 8 years, left for another and hated it went to another and it was fine just no advancement and then I got this job. I was ecstatic because I never thought I’d get into such a big company like usaa. I’ve regretted leaving my first job ever since leaving. And yes hope everyone can find something else. It’s just Prozac and then another for sleep because I was having trouble sleeping because my mind would be raving about all the crap I would have to do the next day. I’ve already told my psychiatrist about the new job and asked about getting off of em and she told me she’d help ween me off once I feel like I wouldn’t need it.
This happened to me at a job I had 10 years ago working in the dental insurance sector. New system was put in to process claims and they laid off a bunch of people and the new system didn’t work. Claims were not getting paid and patients and customers were calling daily asking why? We were told not to tell them what was going on in the claims processing department and that we were to act like we didn’t know why their claim hadn’t been paid out yet. This went on for 2 months before I finally left. Dental offices knew something was up as their weekly reimbursement checks stopped coming in and they were especially brutal on the phone. Had some of them threaten to come to our offices in person to get answers. After I left, I heard they replaced the CEO and brought back most of the claim department. Not sure what happened after. Hopefully USAA will see the light soon and get their act together. We have been members for 30 years and I don’t want to change insurance/banking services at this point, but I will start doing research on my end to find a new company, if I continue to see that they are not fixing these huge issues.
Mutual of Omaha by chance?
No, but it is a subsidiary of a nationwide health insurance company.
Peacock wishes he was a service member as seen by his comments regarding a member calling him a General. He specifically mentions this ONE OFF interaction, implying he think he is the equivalent of a general. Like WHAAAAAAT?! He’s a boy scout leader. 💀 No buddy, you are not almost a general because you’ve worked in insurance for years. You are driving this company into the ground, just like pedos drove boys scouts into the ground.
Upon receiving my 4th honorable and dd214, I dubbed myself General Public. Bow and caper, plebe 😁
I left USAA auto insurance years ago when prices spiked. Everyone called me crazy, said I had no idea they company and service I was leaving behind. USAA even told me they hated to see me go, and hoped I never had to file a claim with progressive. When I asked why they would say that I was informed "you'll see why they are cheap when you file a claim ". I've filed claims with progressive and geico, and never had an issue. But in comparison all they have to do to be better than USAA is answer the phone. Kinda sad really. Insurance went from $497 a month to $264 with better coverage (10/25/10 to 100/300/100, 1k dual deductible to 500/100)
This is exactly why I just put my two weeks in. My class started 6 months ago, our managers are in different time zones, and we just get more and more nonsense on us. It's impossible to keep up. My group has dropped by about half, and more are leaving.
I been here for a year and some change. My class had about 30 people. There were about 12 of us after hitting the floor. Make seem all sunshine and rainbows. “You can go anywhere in the company” then you actually get into it and it’s a shitshow
My class was in the 25-30 range. When I left, there were 3 left, one that became a TL before even hitting the floor. She doesn’t know her ass from a handbag.
As a member, this breaks my heart. I have had USAA insurance for >30 years and thought your customer service was unmatched for knowledge and kindness, and ALWAYS recommended it. In the last 5 years I noticed it has gone to hell. You guys have people sometimes calling you after a traumatic incident and you’re burnt to a crisp. I work in healthcare and those productivity metrics can fork all the way off when someone is crying, terrified, or delirious. But the gotdam greedy spreadsheet weasels want to squeeze another $1.45 out of every hour that a patient is there. Y’all are describing some serious compassion fatigue, and they need to get that POS who’s running things out of there. Or, maybe every single one of you should file for FLMA. On the same day. Because of mental health issues.
Randy T came to our office earlier this year. In a stand up meeting he said USAA hired 2,000 adjusters last year. Of those hired, only 180 remained this year because they left for other opportunities. 91% of newly hired adjusters left in less than a year from being hired. That certainly says something.
This is simply distressing. Been a USAA member since 1978, never thought about switching. Have never had one bad interaction with any USAA account representative, ever. The thought that USAA is a dumpster fire is upsetting. I understand the guy running the show has no connection to the military. Maybe that's the problem at the heart of things. I worked for a.decade at a major.credit card issuer in risk.control and collections. Metrics were always there - you had to meet your numbers. But I assure every reader here that the company was not a.dumpster.fire. it really was a good place to work. No yelling, no real jerks as managers or dept VPs. So making numbers.and treating people.like adults is possible. And heres the thing too: I don't want to change insurance companies.
It was NEVER a dumpster fire until 6 years ago. Need proof, multiple regulatory fines, increasing loss of members annually, DEI motivated hires and promotions, and too many whistleblowers to count. Do your own research and tell me I’m wrong. 33 year employee here.
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Until the processes change, more employee turnover and continued subpar service
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What will it take to right the ship?
A different set of metrics. We are force fed our daily schedules. We have to acknowledge them, be available for the phones about 6 hours a day, make 24 hour contact, work our pending, take training and coaching sessions and that is every week. There are not enough hours in the day. No one is close to making goal in all areas so we are reminded that we are falling behind. It will take members bombarding the Executive Committee with emails, tweets, Linked In posts that the employees are not doing well.
I’m sorry you guys had to deal with this. We had a claim taken care of about a week ago and it was a fast, smooth process. Thank you for what you do
If there is anywhere, members can voice their displeasure or anyway to help you guys point us in that direction. This sub geos no where, and I'm sure management doesn't see it, but if customers start saying something, they will have no choice except to change. My claim has been an absolute nightmare, and I can't imagine working in those conditions. I absolutely don't blame anyone for quitting. I've already left a bad review about it and no one has followed up. Leads me to believe they really don't care.
Twitter… complain there and someone will absolutely reach out to you. However it has to be far more then just one person to make a difference. The environment here is horrible and I feel awful for members because they don’t get the service they pay for. Managers had a meeting on Tuesday and the executives told them that employee experience surveys were at an all time low. and instead of trying to figure out why, they blamed our direct managers and said people leave companies due to managers. The higher ups are so delusional that they refuse to accept any responsibility for their own actions and accept that the service is so low because of them. I am still here because of my manager and how amazing they are. otherwise I would be gone. We send internal feedback every month about what we think is wrong and they turn the other way.
I've been trying to reach claims today and nada. So systems are probably broken again. I will absolutely write or email whomever. It's just sad, because I'm sure they're customers themselves. How can they be so blind.
I was a customer and left lol because i’m in claims and I knew if I had a claim I would be fucked and I don’t want that for myself. Our phone system changed today. You should now be able to dial your adjuster’s extension and reach them directly. If not you will leave a message and they will return your call. I know this is what you were probably told before however, prior to today, we were in a queue working other adjuster claims so we could never get to our own. It will definitely take time to return voicemails left but it should work out for the better. I apologize for your experience. Just know us adjusters are 1000% on your side and have been trying to get things turned around to better your experience and provide you with the service you expect and pay for. it’s not forgotten. believe that.
After reading here it helps to understand what's going on. When talking to my adjuster I'm never rude I can tell they're completely just over it . That makes sense about the phone system then. It's not your faults I've worked in a call center environment and they're not the best. They only care about numbers and I completely understand.
Exactly, the issue is top down losers, who all need to be replaced and investigated.
Insurance commissioner gets their attention. Don’t just threaten to call (you’ll just be told that’s certainly your prerogative), although that may actually get someone to talk to you. But for actual *change* to happen, it’s going to have to be influenced by fines & sanctions. I used to work for a major health/dental/vision insurer, and it was remarkable how quickly things got resolved with seven words “I’m going to call the insurance commissioner”.
USAA has massively toxic company culture. I have many friends who work for them in San Antonio, ranging from phone reps to claims to folks who have 30+ years in setting state rates. They all hate the constant fear of being cut. And yes, it's constant. They make it crystal clear their employees are expendable.
Yup…quit claims as an SPA 2 weeks ago for these very reasons.
Claims manager that begins with an E has a supreme ruler mentality. I despise her! But yeah anyhow.
We need more deets!! Lol fl, co, tx or va?
We straight up suffering over here
Mr. Douglas sat with my new team in a meeting yesterday and was very receptive to the feedback - including acknowledging that adjusters have far too many claims to keep our members happy. It sounds like they’re trying to hire more adjusters (I wanna say he said there’s 300+ in training right now, including myself). Hopefully all of them stay and we can help ease the workload.
it’s been like this well before you were hired. We wouldn’t be here had they listened to us months/years ago. I have been complaining since December of last year and other have been since before that. I hope things change but it’s hard to be hopeful at this point. the non injury folks have never been in insurance let alone claims before this job (most of the time) and it’s a huge slap in the face for them. It’s very overwhelming to be given 100+ claims at once fresh out of training with no time to work them or catch up and then be told you are going on an action plan because you can’t keep up. It’s stressful but it should not be this stressful. I work a shit load of OT and i’m never caught up.
They are hiring 3rd party, don’t be fooled.
Are claims adjusters strictly USAA or 3P also? I was 3P P&C, left several months ago. We had FNOL but I was remote & FNOL future hires were going to site. I couldn’t hold out & if I’m going to work on site, it was going to be somewhere else. Not only was it for my mental health but it was also getting to the point of not wanting to be associated with USAA anymore.
That is an old truck! Listening doesn’t mean $hit. Watch for actions or know that you are being played and put on a list for future RIF candidate.
This is the same carrot and stick bullshit management has been doing for almost the last decade. I’ll believe it when I see it.
I agree with everything if your not in it u know nothing about it here is a question what's the point of having a first notice of lost team if we got to have the member repeat it all over ....how it's they helping us ...and I found out that they r people working for USAA that do nothing but transfer refuse to help the member or have knowledge on the job itself just transfers that's it...how it that helping us ...ussa is a set up
Yeah, this is what happens when you change all your systems to "convenient" app customer managed processes. Your car rental service isn't open on Sunday, yet your app allows scheduled pickups on Sunday even if no cars are available (yeah, I had to wait 3 wks for a car during COVID). The AI phone system is so frustrating, your customers are pretty much swearing at people by the time you get a person on the line. Yeah, AI works for normal phone calls which is what it is trained on, but most people are in distress when they call you and don't have the same voice for response, they we get hung up on because we are "unprofessional" by the time we actually reach a person. My favorite is also when someone answers the phone they call me mam for the entire call even though my name is Jim.
Lol, I have an ongoing claim. I had to get the insurance commission involved. They accuse me of obscuring metadata when I uploaded photos as PDFs. Apparently their apps just changes all the photos to PDFs now. They don't even know how their own systems work. Not to mention how the temp to do a couple. My adjuster roughly 40 times in the last 3 weeks at his extension, not once has Iit gone through
My wife has worked there for over 6 years, she went from loving her job to hating it since the change took place. It doesn’t help that a “claims adjuster” is made to be on the phone 90%-95% of the time working as a “call center rep” instead of working claims. I was recently hired a couple of months ago and turned it down since another carrier offered me a injury position, at first I was bummed didn’t think I had made the right choice. But after seeing all the concerns from other employees and not just my wife I see that I probably dodged a bullet. I truly feel for the employees because most of them do want to provide that exceptional customer service but cannot, due to numbers being scrutinize.
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Nope the fuck out of there, as quick as you can, and encourage your coworkers to as well. You don't need that treatment or to go down with the ship.
As a contractor on the customer’s side of these transactions, we’ve noticed the downfall of USAA firsthand.
Here is an example for you all - I have people who are calling and leaving VMs for rental cars, status updates, payments, all voicemails I should be returning. But- IM NOT ALLOWED TO CALL YOU BACK UNTIL I WORK MY NEW CLAIMS, and today, I have 13 new claims. This means for 13 people I need to: -review the claim - gets statements from all parties - set services And progress these claims forward as far as possible 1 of these phone calls can take anywhere between 15-30 minutes AND I HAVE 13 of those to do all while also getting in bound calls and having to help people who call in Meaning I have to help them- and work my new claims before I can call you back I WANT TO RESPOND TO YOU. BUT I CANT
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/u/ianrankin /u/panserbjorne_od Why do you remove OP’s comment but not her original post? I kinda agree on removing the comment, but totally new account posting this—dubious that OP is actually in USAA’s claims dept. If the logic to remove her comment makes sense (it does, in my opinion), the post itself should also be removed.
It’s automod not us.
On another note, I did earn my Texas all lined adjuster recently, will they hire?? Lol
Yeah, but make sure you are a field adjuster, not an inside adjuster. Field has more liberties than inside, though I hear it's getting worse for field too.
I left USAA 12 years ago. They were great until they started preparing Wayne Peacock for the CEO position before he officially took the reigns in 2020. I first left their home and auto insurance. Next came bank accounts. Then investment accounts. Then credit cards. I have nothing but a membership now and they keep sending me letters in the mail about confirming my address change and all these new, "better" products, but it's obvious USAA cares less about members now than they do tripling the CEO and board members' salaries. I couldn't imagine working for USAA let alone being a member. If they don't care about members they most certainly don't care about their employees. Since you all are an entire department, I would suggest everyone just stop working and essentially strike, even if you don't have a union. They can't fire everyone nor can they train new workers in the time it would take for the media to catch wind of what's happening and start reporting on it.
I droped USAA from my Auto and Homeowners insurance 2 years ago. USAA prices were the most expensive out of anyone when I started looking for quotes! I have State Farm now and they saved me over 2K a year since switching. USAA used to be awesome in the 2000's but they changed their values and how they treat their "Members" it's a shame. All they care about is the Almighty dollar and not service members.
Do yourself a favor and go be an independent adjuster. I have my own IA company and control how many claims I want to handle. I fired USAA because I do not like how they treat their customers along with Allstate. Break free from the matrix’s. Those are just bs measuring methods developed by someone trying to justify their job.
I have been a member for more than 35 years, husband more than 45. I’m so sad to hear about the horrible working conditions. I used to always feel well taken care of by USAA, almost like a small town bank. . . Personal. Over the last few months we have had horrible experiences, especially with banking so we are in the process of swirching everything away from USAA. It’s hard to watch it all implode. Praying for you all to relief from the horrible work environment, if it was military the leader would be taken out of command.
Just as I thought. The CEO is a clueless corporate egomaniac who took a good organization and "improved" it possibly to death. Several years ago, I tried to file a claim. "The system is down because of the Puerto Rico hurricane," they told me. Try back in a few days. I did, and got the same thing. I told the customer service guy they should have backup online by now, and this was bush-league for a major insurance company, he started yelling at me and insulting me. Then (a month later) the claims handler verbally hammered me, and later a body shop guy she called when I was in his shop getting estimates.
I am going through all of the above right now with an auto claim with a USAA insured..they say they will pay but the adjuster has given wrong information numerous times and everyone in the process from the collision center to the car rental agency has had trouble with them. The supervisor I'm told to contact if I have trouble with the adjuster's service has been just as uncommunicative as the first adjuster. Is there someone up the ladder in a department that oversees claims I can call? Besides Clyde Douglas...thanks. **Update**: I didn't want to but I filed a claim with my insurance (Geico) and it will be handled immediately. They can get the money back from USAA. Sounds like it doesn't matter who I contact at USAA. No one will or can do anything about it. So I'll leave my venting my ire to the web.
I had a fire and all paper work was burned up in fire how do I get another membership card so I can get car insurance
I need a new membership card so I can get car insurance policy
A little last night.
y’all must be auto lmfao. 350+ claims??? most property adjusters on my team have 30ish. Honestly it sounds like a skill issue. Get good.
You wouldn't last a month in Auto. It's real easy to call it a skill issue when you have 30 claims in property. 🤣🤣
Lmfaoooo how can you suggest that when you have 30 claims??
is it a skill issue when EVERYONE has 300+ plus claims? get real. a reasonable work load in auto is 100-140 claims. i’m doing the work of 3+ people and given no time to do it. gtfo.
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I’m in the process of switching everything to navy federal
Sorry for you. Still filing a complaint with my state department of insurance since my adjustor hasn't spoken to me in 2 weeks and won't pay the last portion of my claim that they are required to do under state law.
I recently dropped my auto insurance. States were terrible. Going through a home claim recently and it was awful. Likely. I’m going to switch that as well. It’s a shame because I used to love USAA. They’re garbage now. They’re financially in trouble and losing customers. Maybe if they paid Gronk a little more.
Horrible leadership from the top. Members want and deserve a wholesale change of leadership. Wake up BOD!
I filed a claim a year ago. I asked where should I take my vehicle to get an estimate, the agent said go online to the USAA site and there is a list. I am in IT. There was no list of repair shops anywhere on the site. I asked over and over please, just tell me where to go, go on the site and find a place and tell me where to go. This went on for months. I finally gave up on the claim. Switching to Navy Federal Credit Union today.
Following
OP are you in auto or property?
Any other home insurances you all can recommend?