Member Feedback Opportunity on Renewing a Policy

[Briana Hartzell USAA]

At USAA, we know the best way to improve the products and services is to look to the membership.

We want your feedback on how we can enhance and improve the process you go through to renew your policies. Skip to question three to get straight to the feedback or read on for some background:

We spoke with USAA Employee Paul Canario about an exciting opportunity for USAA members to be a part of enhancing the policy renewal experience.

Q1: Can you tell us a little bit about your role at USAA.

A:  I am responsible for the interactions that take place between you and USAA as it relates to the renewal of your Auto and Property Insurance policies. This includes, ensuring that you receive appropriate documentation, providing our Insurance Professionals with the tools and resources necessary to respond to our member’s inquiries about renewal rate changes, and ensuring that USAA remains compliant with 50+ regulatory agencies. I am also responsible for understanding the risks, gaps and pain points so that my team and I can work towards finding process improvements that benefit the members, USAA employees and USAA as a company.

Q2: What features are coming in the future to improve how members renew their policy?

A: Part of my role involves understanding how other areas within USAA impact renewing your policy. I work behind the scenes, collaborating with different teams to improve the overall Renew My Policy Experience. We are currently looking at opportunities to upgrade the USAA-to-member exchange of information during the insurance renewal period. The entire Member Experience, from how we communicate renewal information, to how you receive and interpret any changes at renewal, is open for enhancement.

Q3: How can members give their feedback that would help influence the upcoming changes?

A:  Here in community! I am reaching out here to ask for your input on improvements to the current format. Here are some questions for you to consider:

1. Are you satisfied with the renewal packets you receive today?
If not, what can USAA do better?

2. Are you able to easily locate relevant information in your renewal paperwork?
 If not, how would you like to see relevant information displayed so that it is easy to find?

3. What is most important for you to see when you look through your renewal paperwork?
What is not there that you would like to have available?

4. How do you feel about the way in which USAA communicates changes that impact your renewal

5. Where would you like to see further explanations and details?

6. Are there adequate channels for you to request additional information?

Your input and experiences can play a direct role in improving the policy renewal process. We look forward to hearing your input.

NC1021

[SignalCorps Soldier]

The only option I believe is lacking is the ability to print out each P&C policy THAT INCLUDES the changes/renewal terms.  What I have been told for years is to print out any renewal docs and attach them to my initial policies.  This solution sounds simple unless someone has auto/home/vpp/and umbrella policies for many years.  Juxtapose that with reading our Constitution that includes all the versions PLUS the changes made.   While its history of changes has its place, having the option of reading the most current format in a truncated form would be more simplistic and easier to understand.

Most everything ref the P&C renewal process for all policies is quite streamlined.  I have always been impressed with the ample time notifications relating to any increase and/or decrease amounts that USAA provides.  

[Briana Hartzell USAA]

@SignalCorps Soldier 

Thank you for taking the time to share your thoughts and feedback. I am going to send it over to Paul (pictured above!) and his team right now! 

[Chris136]

You are asking the wrong questions.  Ask what we like and do not like.  I like the safety of your site, but it is too difficult for us to get to our accounts, too difficult to change things that are incorrect, like credit card numbers, duplicate payments, etc.  How did a duplicate account even get on there?  Your phone system is terrible.  Let us talk to someone instead of a loop system which frustrates us.  I have been a customer for 53 years, but I am so frustrated that I must change my password constantly, change my pin, cannot make the phone mobil app work, etc.   XXXXX XXXXXXX

Moderator Note: For the security of your account, this post was edited.

[G-11]

1. Are you satisfied with the renewal packets you receive today?
Yes

2. Are you able to easily locate relevant information in your renewal paperwork?
Yes

3. What is most important for you to see when you look through your renewal paperwork?
Cost vs coverage

4. How do you feel about the way in which USAA communicates changes that impact your renewal?

Fine

5. Where would you like to see further explanations and details?

Enhanced Underinsured Motorists

Uninsured/Enhanced Underinsured Motorists Bodily Injury

Uninsured [/Enhanced] Motorists Property Damage

6. Are there adequate channels for you to request additional information?

Yes

[Briana Hartzell USAA]

Thank you for your feedback @G-11!

[USAA Social Service]

Thank you for your @Chris136 for your longtime membership of 53 plus years and sharing your online experience with us this morning.  I certainly get and understand your concerns and frustrations not being able to access your accounts online along with editing account information.  Also understand that you have issues getting connected with us over the phone and not being happy in constantly needing to change your pin/password.  I do appreciate you sharing your feedback with us and will be forwarding this to the appropriate teams to further review as we are always trying to better USAA's products and services.  Are you currently experiencing an issue with any of your accounts? ~Marco

[LTC Jim]

I hardly ever bother getting into the weeds of my insurance-until i realize things are not going as well. I have several gripes:

SSA is impossible to find anywhere on web site. I have not seen statement this year and think senior bonus due soon.

We had an insurance claim in 2020. Still unresolved with other driver. We call every 3-4 months to see about progress. It is not a major claim, or it should not be a major claim i should say.

i gave up on stock trading as it is too cumbersome compared to Schwab.

I see why USAA annuities are the highest rated for safety- the rates are absurd.

Only a fool or vampire would buy an annuity. Horrible deal.

My highest ranking retired friend, a one star, dropped USAA after dissatisfaction with the way things are now run.

The addition of junior enlisted has to be a losing proposition.  Many reasons why limiting the eligibility to E-5 and above is financially more sound,

Generally USAA is not nearly what it used to be. Time to shape up.

[LTC Jim]

USAA has already satisfactorily replied to my two most important "gripes."

i feel better about both issues. It is impressive to me that the office of the CEO

jumped in and had a handle on things. My unanswered( so far) comment on annuities does not need a reply. It is simply noting the pricing of annuities is not competitive.  I don't ask for stock advice and i simply find Schwab and ML

easier to navigate so my gripes are resolved. Thanks.

[Briana Hartzell USAA]

Thank you for the update @LTC Jim I truly appreciate you following up. Please continue to share your experiences and feedback here in the Community!

[USAA Social Service]

Thank you @Dieter for your longtime membership with USAA and allowing us to serve you for over 55 years.  We certainly understand your concerns with your rates increasing over the years and we appreciate your feedback.  For your auto and home policies, there is many factors that can affect a premium to increase, from changes to your household, adding/deleting a driver to increasing rates to materials and labor along with rising medical costs.  These are just some factors that may have impacted your policies and did want to ask, have you had a moment to chat with our insurance specialists through each renewal to review what changed? We invite to reach out to us via secured chat on usaa.com or through phone with our insurance specialists to further address your concerns.  ~Marco