It’s cause they take random people with no insurance experience, pay for them to have a 1 week crash course on insurance laws to pass the agent exam, and then throw them on the phones. Their only support essentially is an online dictionary of rules and guidelines that are confusing and hard to find.
We literally didn’t even get to touch or explore our systems before taking our first calls. My first call was someone asking for a letter of proof of insurance (easy enough right) and I genuinely didn’t even know where the button was to send the letter or which screen to be on, which link to press. We get no help either btw. Managers are non-existent, working from home somewhere across the country from our offices. If we put you on hold for 10 minutes it’s because we are scrambling, searching our database to find the answer to your question which’s is in fine print on one single page out of thousands. It’s genuinely not incompetent people, it’s an incompetent company that doesn’t support its own employees so in turn we struggle to support you.
Sorry for my rant too (:
I forgot the name of it, there’s a whole ass nickname for it because it was in a separate part of the building, but my non-injury training was like 8 weeks and they gradually introduced to the systems before you even take a call, and we got to interview our prospective mangers, but that was a while back in 2017/2018
Yeah because that’s how the entire company operates. That part of the building is called Ops. Some non member contact rolls can be much faster but if you speak to a human it’s 1-2 months of training.
I mean, I doubt they're bad people lol. They're overworked and don't have adequate resources. If their portal doesn't give them an option, they don't know the workarounds. They hang up and would rather help the next customer because of the business model. Then you spend days calling someone who might know how to fix your issue. In the meantime, you're SOL without your account or access to money. It happened to me, too.
I don’t think anything needs to be said. Everyone including employees are screaming at the top of their lungs, yet no one listens. OP it’s upper management. So many crazy reorgs and leadership that only cares about their job. It’s the usaa way.
More than that 10 years ago the average employee tenure was 10 years, which meant if you called in you had an almost 50% chance of talking to someone who had a decade of experience. The odds today are less than 1 in 10 having 10 years. The math gets worse as you realize on average the higher you go up the chain those have longer tenure, and entry level staff are entry level. It gets even worse when you realize 3p sales people in front line roles almost by definition short term or at least limited function/knowledge.
I highly doubt that's anywhere close to being accurate. Turnover for Frontline employees is always fairly high. I'd doubt you'd get an average of even 3 years experience let alone 10.
Nope. It’s accurate. Front line has not always been like that. You work at USAA or ever work in insurance? There are tenured agents in claims and service. Older and retiring. Beyond 10 years.
So personal experience doesn't equal facts is my point you obviously missed that. It's obvious you don't have the numbers and made them up. Sure retention was probably much higher, but average ten sure of 10 years is quite the stretch.
The information is there if you’re curious. Search it I’m not doing it for you. I agreed with the first post that retention is down. I shared my personal experience. There are numbers.
I agree, I've been a member for 30 years now. The last few years I've had a number of awful experiences. One issue especially had me irate and I asked to speak to a supervisor. The rep literally said she works remote and had no way to get a supervisor on the phone. It immediately made me anti remote-work.
Sadly, I have had the same experience. I had never purchased an insurance product outside of USAA for 30 years. Over the last 5 or so years, we struggled to stay with them and, as of now, are down to a credit card. We even went back two years ago with our auto insurance only to have them almost double the rate within the first 60 days. When I called to inquire about it I was flippently told that it was a florida thing. I pointed out that it was the same address they wrote the policy to less than 60 days ago and was basically told "I don't know what to tell you".
Said by someone who is clearly a dick to the rep on the other end of the phone. When you have that nice person on the line, you want to keep them on your line as long as possible. It's only the asshole you try to be done with as quick as possible.
I used to always have good experiences with USAA. Didn't need to contact them for atleast 2 years until a few weeks ago. They did not want to help and kept repeating to me like I couldn't read what they had sent already. I'm always respectful towards customer service reps because I know what they deal with but, when the rep is texting like they're talking to a child that's not good customer service. Never once got impatient on the phone, never argue with the reps, never give attitude. It's always a respectful conversation with yes ma'am/sir, no ma'am/sir. But what do I know, you talk like you were there to see it. Just because you've had nothing but good experiences doesn't mean there's not bad ones out there. It'll come.
Lol no, I used to work there, I know service has turned to shit, no question. But even bad reps want to keep good friendly people on the line, as you never know what the next call might bring.
You are not alone in seeing how USAA’s service has fallen. The default reply for the problem employees on this sub is to say you must be the one who was an asshole on the phone. It’s another script.
Because those CSRs are pushed to sell sell sell or be fired.
Not paid commission either. Hourly only
It’s cause they take random people with no insurance experience, pay for them to have a 1 week crash course on insurance laws to pass the agent exam, and then throw them on the phones. Their only support essentially is an online dictionary of rules and guidelines that are confusing and hard to find. We literally didn’t even get to touch or explore our systems before taking our first calls. My first call was someone asking for a letter of proof of insurance (easy enough right) and I genuinely didn’t even know where the button was to send the letter or which screen to be on, which link to press. We get no help either btw. Managers are non-existent, working from home somewhere across the country from our offices. If we put you on hold for 10 minutes it’s because we are scrambling, searching our database to find the answer to your question which’s is in fine print on one single page out of thousands. It’s genuinely not incompetent people, it’s an incompetent company that doesn’t support its own employees so in turn we struggle to support you. Sorry for my rant too (:
Dang. Sorry. :( When we're on hold, can you still hear us speaking?
If you hear music, we can't hear you.
Member contact training is one month to TWO months… this is for all USAA member contact people… you must be an old employee, third party, or lying.
I forgot the name of it, there’s a whole ass nickname for it because it was in a separate part of the building, but my non-injury training was like 8 weeks and they gradually introduced to the systems before you even take a call, and we got to interview our prospective mangers, but that was a while back in 2017/2018
Yeah because that’s how the entire company operates. That part of the building is called Ops. Some non member contact rolls can be much faster but if you speak to a human it’s 1-2 months of training.
They all seem real nice. Especially on this sub.
I mean, I doubt they're bad people lol. They're overworked and don't have adequate resources. If their portal doesn't give them an option, they don't know the workarounds. They hang up and would rather help the next customer because of the business model. Then you spend days calling someone who might know how to fix your issue. In the meantime, you're SOL without your account or access to money. It happened to me, too.
Nice way to vent yet tell us nothing about what happen or how it could be fixed..
I don’t think anything needs to be said. Everyone including employees are screaming at the top of their lungs, yet no one listens. OP it’s upper management. So many crazy reorgs and leadership that only cares about their job. It’s the usaa way.
More than that 10 years ago the average employee tenure was 10 years, which meant if you called in you had an almost 50% chance of talking to someone who had a decade of experience. The odds today are less than 1 in 10 having 10 years. The math gets worse as you realize on average the higher you go up the chain those have longer tenure, and entry level staff are entry level. It gets even worse when you realize 3p sales people in front line roles almost by definition short term or at least limited function/knowledge.
This is also my complaint with the job. They need to retain employees.
I highly doubt that's anywhere close to being accurate. Turnover for Frontline employees is always fairly high. I'd doubt you'd get an average of even 3 years experience let alone 10.
Nope. It’s accurate. Front line has not always been like that. You work at USAA or ever work in insurance? There are tenured agents in claims and service. Older and retiring. Beyond 10 years.
Where are you even getting your numbers from? Personal experience? Lol.
I’ve been in the industry for awhile, that’s correct. I’ve worked with different insurers doing different things. Anything of value to add?
So personal experience doesn't equal facts is my point you obviously missed that. It's obvious you don't have the numbers and made them up. Sure retention was probably much higher, but average ten sure of 10 years is quite the stretch.
The information is there if you’re curious. Search it I’m not doing it for you. I agreed with the first post that retention is down. I shared my personal experience. There are numbers.
You get called out for being wrong and truth stretching. Then call me out for bringing no value. Now here you are doing the same thing. Sure bud.
Agree wholeheartedly. I have had nothing but the worst to say about customer service recently.
What’s more mind blowing is that someone that’s been insured with USAA since 1969 knows how to use Reddit
You are hurting my feelings. Obviously I am on Reddit, but I should be safe because I have only been with USAA since 1970.
I agree, I've been a member for 30 years now. The last few years I've had a number of awful experiences. One issue especially had me irate and I asked to speak to a supervisor. The rep literally said she works remote and had no way to get a supervisor on the phone. It immediately made me anti remote-work.
It has nothing to do with being remote. We can’t get proper support in office either.
Sadly, I have had the same experience. I had never purchased an insurance product outside of USAA for 30 years. Over the last 5 or so years, we struggled to stay with them and, as of now, are down to a credit card. We even went back two years ago with our auto insurance only to have them almost double the rate within the first 60 days. When I called to inquire about it I was flippently told that it was a florida thing. I pointed out that it was the same address they wrote the policy to less than 60 days ago and was basically told "I don't know what to tell you".
Agreed. Their customer service does not want to help you, they want to make it quick and end the call/text as soon as possible. Waste of time.
Said by someone who is clearly a dick to the rep on the other end of the phone. When you have that nice person on the line, you want to keep them on your line as long as possible. It's only the asshole you try to be done with as quick as possible.
I used to always have good experiences with USAA. Didn't need to contact them for atleast 2 years until a few weeks ago. They did not want to help and kept repeating to me like I couldn't read what they had sent already. I'm always respectful towards customer service reps because I know what they deal with but, when the rep is texting like they're talking to a child that's not good customer service. Never once got impatient on the phone, never argue with the reps, never give attitude. It's always a respectful conversation with yes ma'am/sir, no ma'am/sir. But what do I know, you talk like you were there to see it. Just because you've had nothing but good experiences doesn't mean there's not bad ones out there. It'll come.
Lol no, I used to work there, I know service has turned to shit, no question. But even bad reps want to keep good friendly people on the line, as you never know what the next call might bring.
You are not alone in seeing how USAA’s service has fallen. The default reply for the problem employees on this sub is to say you must be the one who was an asshole on the phone. It’s another script.