What's the company culture at USAA?

10 year veteran of USAA/separated in San Antonio, Texas said: Ladies and Gentlemen, I think you know I have been posting on here since the very beginning. The reason is that I was a true blue USAA employee for 10 years. I saw the company go from the best to sub-par. It did not happen over night. It happened, I say, within the last 5 years of my tenure. I am not a "sour grapes" person. I still mourn the company it once was. I would love to see it try to regain the integrity it has lost. If it did, I would consider going back because I am eligible for rehire. My main focus on this forum is to give a true perspective of the company that once was the premier place to work in SA. I read these comments on here, and everyone has common experiences. And I'm sure everyone of you, including the ones who are unnecessarily insulting the unhappy employees, are good people. For the ones who have never worked at USAA and for the ones who are still happy, I'm glad for you. But one thing you have to remember is that you too will one day experience what the others have experienced...and it will come out of the blue when you least expect it. And when it does, we'll be hear for you. This is a much better venue than happy hour. If happy hour means that much to you, be sure you do not advertise that you are an USAA employee, because if you do, you are eligible for termination. And make sure you keep your credit up, because they are now terminating all employees who have "blips" on their credit reports. Good luck to all.

Heard recently that they did random drug tests on employees to "weed some people" out for termination...can anyone confirm this? Also...what's the deal with people with "blips" on their credit being fired? How can that possibly be justified? Would love to know details...

Bobby in Phoenix, Arizona said: Heard recently that they did random drug tests on employees to "weed some people" out for termination...can anyone confirm this? Also...what's the deal with people with "blips" on their credit being fired? How can that possibly be justified? Would love to know details...

It's true about the (not so) random drug tests and also a friend that was my cubby buddy was hounded by Human Resources every week regarding a school loan (totally unrelated to USAA) that she still owed on. As for the CEO limiting the writing of policies in Florida, he told all employees that they are not to escalate complaint calls to him or the managers. The new release on the USAA websight request the members to contact their local legislators to complain why they are not approving to hike their rates....Go figure

One thing about this forum that I havent found in other company complaint forums, is that people are responding with positive input. I have been going through some other forums and haven't found any positive postings. The fact that there are employes that are now or once were affiliated with USAA and are making positive posts is a good sign. I haven't found a company that didnt have a posting of disgruntled employees, but this is the first company that I have found that has positive input to go with all the negative. That in itself speaks volumes to me.

Another 5 year ex in Tampa, Florida said: It's true about the (not so) random drug tests and also a friend that was my cubby buddy was hounded by Human Resources every week regarding a school loan (totally unrelated to USAA) that she still owed on. As for the CEO limiting the writing of policies in Florida, he told all employees that they are not to escalate complaint calls to him or the managers. The new release on the USAA websight request the members to contact their local legislators to complain why they are not approving to hike their rates....Go figure

what else do you know about the drug tests...how many people were let go...when did it happen...etc?

former disgrunted employee in Sacramento, California said: I agree with the former CEOs family member. I worked at USAA when the former CEO was there and it was a pleasure to work there. We had fun, we were respected, got good raises constantly, weren't overloaded with work and the employees were happy. Now the pending and expectations are double or more than what it used to be. The stress is high and many employees are out on stress leave or similar. Managers said it was good we got a new CEO because the company was losing financially. I don't agree with that. The managers are brain washed or they are good actors just trying to keep their jobs. They would tell us that other insurance companies are the same, that it is the same everywhere. I don't see other insurance company personel leaving in droves. I'm glad I'm not with the company anylonger and I'm much happier and enjoying life.

"Brain washed"--I could not have said it better! USAA once had an awesome reputation but now they will hire anyone and pay them nothing and then demand ridiculous expectations. Nothing is EVER good enough for those people and it is frustrating. Furthermore, they make the simplest task IMPOSSIBLE to do. You can't be a good employee even if you try. It's always something else they want from you. And the pay isn't even that good, but just good enough that you can't afford to quit. I can honestly say that I do not know anyone who likes it there. The company is so elitist and won't accept the fact that no one cares about their former reputation anymore. Word is out: it sucks there. Oh and don't buy the "open door policy" they feed you at orientation b/c it's a farse.

maria in San Antonio, Texas said: Canceling these peoples' policies is both bogus and sad. It shows that USAA may not have the financials to cover hurricane losses, and this ranks right up there with how victims of Katrina were treated. I might be able to undetsand them not issuing new policies, but canceling old ones? I think the old policy owners should form a class action law suit.

USAA is certainly not the only company doing this. Most companies have not insured homes in FL for years. I think they are working with the horrible situation in FL the best they can. Maybe people should consider writing to the government instead. After all, they are the ones who are backing the insurance companies into this. Business is business= if you can't make money, why bother? It is what it is.

When I first found this forum, I simple planned to respond to a question about working at USAA and that's it. What I have found is that I am absolutely intrigued by how similar the experiences of other USAA employees are to mine. I am in Texas, yet "ex-employed in Florida" echos exactly my feelings while working at the San Antonio office. It is amazing that this attitude prevails no matter which office you work at.

It is true USAA is elitist and does rest on their former reputation. It is a brave new world out there with many new companies with great benefits and who do treat their employess like people and actually value them. I think there will be a time (probably in the near future) when USAA will have trouble getting people to fill positions. It is sad that such former GREAT company is just so BAD now. Need I say C-E-O?

In response to the response on 'business is business': What happen to the 'integrity' part of the mission statement? After reading the full statement on the Florida issue, they are going to continue to insure military stationed there, and that's a very good thing. They are also going to keep those already insured, insured. But they are not underwriting any new policies. Why just Florida? Aren't all coastal states a risk? The idea behind not issuing new Florida P&C is to 'protect the financial gains' the company has made. If a hurricane hits Mississippi, Louisiana and Texas all in the same month, there is a possibility those gains could be diminished. If business is business, why bother with property insurance at all on the coast? And as far as 'other' comapnaies...well, that's just what they are: "Other companies." They're irrelivant. Just because a few people wear their socks over their shoes doesn't mean everyone has to.

maria in San Antonio, Texas said: In response to the response on 'business is business': What happen to the 'integrity' part of the mission statement? After reading the full statement on the Florida issue, they are going to continue to insure military stationed there, and that's a very good thing. They are also going to keep those already insured, insured. But they are not underwriting any new policies. Why just Florida? Aren't all coastal states a risk? The idea behind not issuing new Florida P&C is to 'protect the financial gains' the company has made. If a hurricane hits Mississippi, Louisiana and Texas all in the same month, there is a possibility those gains could be diminished. If business is business, why bother with property insurance at all on the coast? And as far as 'other' comapnaies...well, that's just what they are: "Other companies." They're irrelivant. Just because a few people wear their socks over their shoes doesn't mean everyone has to.

I agree with you. But, from their standpoint, they aren't being allowed to charge what they need to in order to properly cover the danger areas, due to gov't restrictions. If they lose money on the deal and the whole company collapses, what good does that do ANYONE? As for the other states, yes, I would say they are all a risk but the ENTIRE state of FL is basically coastal while the other gulf coast and atlantic coast states are not.

In addition to what I have posted so far...having not worked for USAA that long, and having come 1000 miles to work here, after the training was over, things were much better. For those who are curious and seeking answers and opinions, the company seems to be all right so far, as much so as any other place these days. I would keep my mouth shut, not get too close to anyone (keep it professional). A word to the wise: Don't go delinquent on any loans, cards, or insurance you have with them, and today, while going into work, I spotted security with a dog sniffing cars: I kid you NOT. That was creepy. Don't take any illegal drugs if you want to stay working there.

This is what I have learned so far. And get ready for things to constantly change. You may have a neighbor one day, and he'll get moved the next. There is plenty of corporate bull such as putting caps on how much certain employees can make, and you will be a number, not a person. The pay is pretty good, the benefits are good, and most of the people working in there are very nice.

As I learn more, I will let everyone know, because I have had such bad work environments in the past, I understand what it feels like to be abused at work. Best wishes to everyone here.

It's amazing how the pages of comments are just growing. As a spouse of a current employee, the new rule: the longer you've been there the more claims your expected to take. Unbelievable! I'm speachless! I'm hoping new employment comes soon for my spouse.

I am considering a auto liability claims position on the Phoenix office. Can anyone tell me what it is like working there?

It's sad, but basically everything anyone has said on this site is true about USAA. I was there for 3 years in the San Antonio and Phoenix Office. Things started off so well in the beginning and around 2006 the atmosphere there shifted and everyone was feeling intimated about their positions because of pressure from the CEO to do better but we were doing better. His problem is that he wants to compete with Geico and Progressive and all these other BIG companies but USAA will never reach the status of some of those companies because the focus is to serve the military which is a small fraction of customers compared to customers Geico can reach. I quit about 7 months ago and that was the best thing I could have ever done. So much stress was lifted off my shoulders. Before I quit, I even went to a Psychologist over the stress I felt about the job and the company and she stated that she has seen SOOO MANY patients come through her office who are working at USAA who come to her for counseling because of the stress. Depending on what position you're applying for, you may not endure this type of stress but from as you can see, USAA has several offices in different states and out of those offices most of the people on this board have said that they have experienced the same things. It's not a coincidence. It's just the culture of the company at this present time. I truly do hope USAA becomes that great company that they once were when they valued their employees as well as the members.

There are many positives and negatives at every company. And it is true USAA falls into that catagory. Once you are in the door, it is up to your own personal drive that moves you up. Coming up with great ideas and streamlining process can be an advantage of moving up the latter. But I am also afraid to say that politics takes a huge part in your progression. Sometimes trying so hard and working long hours may not get you anywhere but a $5-$25 dollar cafateria credit card. Kissing a_ _ may be the only thing that places you in a better position.

Drug dogs have been checking cars in the parking garage for about 5 years now. About a year and a half ago, before I quit the company, there was a "round" of dogs that were checking the cars, and one of the dogs sat down at a car that belonged to a 62 year old administrative assistant. The woman had worked there for about 20 years, had never taken illegal drugs and did not know anyone who did. But, nonetheless, she had to submit to a drug test because of the drug sniffing dog's behavior at her car. They put her through hell for about 2 weeks, and ended up doing another background check on her, and she had to discuss the situation with Human Resources....of course, she was cleared, eventually. It's absolutely ridiculous that they are doing this, and I can guarantee it is not random drug tests, or background checks or credit checks. They are trying to weed out the individuals that will not play their politics. What is also ridiculous is that most San Antonians know the company's "new found" repution and as we all know, bad news spreads faster than good news. They are now trying to pay the present employees a finder's fee for persuading people to apply. No one wants to work there anymore. They don't want the torture. While the company pays well, you have absolutely no future in the company unless you scratch and claw and kiss whoever's a** to get there. And you must undermine your work mates. It's the only way. No, the more I read this forum, the more I am convinced I made the right move almost one year ago. I'm so much happier and healthier for it.

Yeah, it really sucks, nothing like having to work with people that are drug free. I am about to quit, I cant work for a place that stiffles creativity by suppressing those with brilliant minds by prohibiting the use of shroones. My friend was a financial specialist and got fired for having bad credit and failing to pay his bills, I mean like whatever. Dont go to work for this place, I mean jeeze you cant even bring fire arms into the work place, it sucks.

marie in Des Moines, Iowa said: wow im a little worried. I work for nationwide they just opened a call center thats a little wack because they have no idea what they are doing and firing people like crazy.I have an interview with usaa and with all these comments now im a little scared.

Maria,
I work at nationwide in SA. What a sweatshop. USAA is BAD but you will be paid better. Don't listen to these'brown nosers' who are probably posting at their managers insistence.
It stinks there but it is still better than nationwide.

Can someone tell me what is good about USAA. I am considering working for USAA and I truly believe it is a good opportunity. Most of what I have read are complaints that appear to me to be very typical in just about any large corporation. I have never worked in a company that was fully staffed, had all competent people, and did't have some promises that were never fulfilled. Can someone please tell me what is good about this company? There has to be some thing that does stick out

Bret in San Antonio, Texas said: I work at USAA and love it! It is a fun, energizing place to work. The pay is great, and benefits are extraordinary. Is it challenging? Yes -- definitely not a place for people who want to sit around and wait for retirement. I would recommend it to any friend.

What did you like about USAA?

The Nationwide office I used to work in was on the East Coast--it was nice, but the branch closed because the guy running it didn't manage the finances well. Sounds like your situation at SA Nationwide is very bad.

So far, there have been some far out goings-on at USAA like the dogs sniffing cars--I thought they may be looking for bombs, but someone told me no--it was drugs. The training and prep for the call center was way out there and crazy, but so far the job itself, the pay, and the benefits make me very happy. I like going to work every day, no one bugs me, I go in and do my job and go home. I am keeping an eye peeled for non-sense, not because it's USAA, but because of my bad past experiences. I'd like to remain nuetral on things, but at the same time, I've really been enjoying this job lately. One thing that sticks out, for the person who wanted to hear something good, is it's a nice place to come to work and we get free parking--all other places I was a broker charged me for parking.

The only and I mean ONLY thing I can think of that's positive at USAA is the base pay. If you can get a Director or higher job, then they'll pay a better-than-average salary...however...the stress and insanity that you have to encounter at that level is ridiculous. Every single problem in that company can be traced back to the CEO...he leads by fear, intimidation and name calling and anyone that disagrees with that is either in denial or lives under a rock. Case in point: when a local TV station began airing reports on USAA and had some "insider" information on outsourcing, the CEO called an all-employee meeting and said that (and I'm quoting...) "anyone that was complicit in this act will be sought out and fired...and if you are aware of who did this, you are just as guilty as they are..." Nice atmosphere, huh?

Correction: The office was NOT sold, noone would buy it! The Norfolk office handles VA, DE, DC, WV and MD. The only state transferred to another office was NC. At the rate that people are quitting, it will not surprise me if the office closes.

BDW in Cleveland, Ohio said: Can someone tell me what is good about USAA. I am considering working for USAA and I truly believe it is a good opportunity. Most of what I have read are complaints that appear to me to be very typical in just about any large corporation. I have never worked in a company that was fully staffed, had all competent people, and did't have some promises that were never fulfilled. Can someone please tell me what is good about this company? There has to be some thing that does stick out

Dear BDW:
If you like working in a call center, you may like working for USAA. The pay is decent, but no way comensurate with the stress and workload. The CEO has no respect for anything or anyone other than the almighty dollar. If you like the call center environment you should thrive at USAA. It is full blown sales even though they will tell you there is no selling. The first week of empolyment is the "best" week you will have at USAA.
Good luck with your decision.

Can anyone tell me about the interview itself? I am interviewing for a financial advisor position. Thank you in advance.

My role would be in the marketing division in San Antonio.....

Financial Advisor Interview - HR will telephone screen you 1st; "Why are you interested in..." and such questions, then a telephone interview with 1 or 2 hiring managers for 15-45 minutes to feel you out a little better with behaviorial based questions; "Tell me about a time when..." Be sure to have some stories ready, look at the job description to get clues what type of issues they may ask about. They like continuing education too, stress what you've done to stay current and sharp. The 3rd interview will be on site. They're watching you closely, even if it's over a meal or walking through the halls - stay on your toes, be confident, positive, and ask questions. Especially of current employees - ask them if any of the things you read here are true. But word the questions carefully, they will report your questions to the hiring folks. Expect a long wait to complete background checks and process your drug test. Send a thank you immediately after the 3rd interview. DOn't expect them to move off the initial salary offer either. Good luck!!

How long does a drug test take to get back...I interviewed last Friday...When should I expect to hear anything?

Close to 3 weeks. They're slow. Keep us posted on how things go for you.

I applied for a position in Corporate in the marketing department.....I was honestly impressed. I realize the company has changed and there are many thing that people indicate have not made them happy as former USAA employees. I suspect in every large company there is plenty going on to not be happy about. However, USAA is still a fortune 200 company. I suspect there is some merit to how they do business. You just don't get there by being a horrible employer.

Good perspective & good attitude. I felt the same way, but ultimately turned down their offer for personal reasons. It's a very competitive marketplace, and they cannot keep cycling through employees as alleged without seriously damaging their market position. Employee turnover and stress-related fallout is very damaging. It's a good company and you should do well. Good luck on the move and adventure ahead!

Was your offer in San Antonio? Where you at today?

Sacramento! More info about Sacramento please! I'm supposed to go test for them.

Can't help with Sacramento. I'm in Illinois, and yes - the offer I had was in S.A. at Corporate.

I would be moving from the midwest to San Antonio....what is your take on SA in terms of a city to live and raise a family?

MY PERSONAL EXPERIENCE THROUGH 11 YEARS OF EMPLOYMENT HAS BEEN THAT THE DOLLAR IS MORE IMPORTANT THAN ANYTHING ELSE AT USAA. I HAVE EXPERIENCED SEVERAL OF USAA'S TOP LEADERS IGNORE THE WORKFORCE AS WELL AS THE LAW IN PURSUIT OF THE ALMIGHTY DOLLAR.

I am really sorry to hear that....How do they maintain the fortune 200 status?

XXXX in Cleveland: although I have been in San Antonio a number of times (the traffic is AWFUL), I'm not qualified to say how it is to live and raise a family, but you might try this website that seems to have a lot of information pertaining to living there.

www.city-data.com/forum/san-antonio/

I'm still hoping that my daughter, who will start there in July, has not made a big mistake. Time will tell. Good luck on your decision, the best of luck to you...

No gurantees anywhere.....everyone company today that is public share there allegiance with their shareholders...not the employees....it is sad...but very true....

Has anyone worked in their financial advice center? What was your experience there? Was it a good way to learn more about the industry and did it assist you in finding a good position elsewhere?

Jessica in Gilroy, California said: Sacramento! More info about Sacramento please! I'm supposed to go test for them.

My recommendation is to check out other insurance companies. If you like to be given set schedule with no flexibility you may like this companies. Benefits are good, however the base salary is lower than the competition. If you reside in Gilroy, you should opt to check the companies in the San Jose area such as Progressive, Farmers, State Farm and than other carriers have field reps such as Allied, Safeco, Liberty Mutual and Infinity

XXXX in Cleveland, Ohio said: I would be moving from the midwest to San Antonio....what is your take on SA in terms of a city to live and raise a family?

Hello, Clevelnd,

I was born and raised in SA so it is home to me. I have to tell you, the traffic is unbelieveable now. Unfortunately, SA grew too fast for the road maintenance to keep up, and if you're not in a construction area on the road, you're in a hideous traffic jam. I try not to be on the road at certain times if I can avoid it, but of course I am in morning traffic and the terrible evening traffic. Otherwise, SA is one of the least expensive cities to live in the country. Before you make the move, please be sure of the USAA job first. If that doesn't work out, it will be difficult to get another job here in SA. Most of the veteran USAA employees have pretty much saturated the rest of the companies...we call ourselves "the escapees". LOL!!

I liked USAA, I had to quit for medical reasons. I quit and went back again. I worked a total of 3 1/2 years. The people I worked with were awesome. I can agree with some of the pay woes in comparison to your actual job. I worked both in claims and service. IRU claims is the easiest job there, not to much stress. I can tell the claims above use are very overworked and stressed. I just ended up in the best scenario. You all must realize their are very few companies were you don't run into some of the described problems. When it comes down to it, it's what ever you can put up with.

My feelings weren't hurt when the current CEO told us how bad of a crappy job we did. They were hurt when I realized they wont just write policies in Florida any more. I'm not completely hurt when people get fired for sending emails outside USAA. Personally I was warned, you think I'll try the system and see if they cared. No. I expected allot of the changes. At any job when ever your doing a crappy job or someone doesn’t like you they'll find any reason to fire you. I always had the best managers and co-workers and I miss them all.

Don't get me wrong I had my gripes but they were short lived.

jason in Los Angeles, California said: I am considering a auto liability claims position on the Phoenix office. Can anyone tell me what it is like working there?

Don't do it, you will reget it (i work in the phx office and it is hell)

Thanks for all comments, I was strongly wanted to work at usaa and even apply and they regeted me, which does not make sinces they hire with no experiences as i hear. I was even going to redo my resume and reapply tomorrow at a job fair, but now i think i change my mind. i kinded of dissapointed cause i had my hearted set at usaa and now hear bad stuff i don't were else to work any advies.

john doe in Phoenix, Arizona said: Don't do it, you will reget it (i work in the phx office and it is hell)

Thanks!

john doe in Phoenix, Arizona said: Don't do it, you will reget it (i work in the phx office and it is hell)

John,

Why do you hate it so much? Can you be more specific?

Thanks...

jason in Los Angeles, California said: John,

Why do you hate it so much? Can you be more specific?

Thanks...

Employees are not promoted because they are the best candidate for the job, they're promoted if they play the best politics,and kiss the best you know what. skill has nada to do with it. we are told we never do enough, yet people have meltdowns on a daily basis due to being overworked. Now that we are rated "best customer service" there is a bunch of certification going on....everyone must be certified now...it is so silly. If you are a "yes" girl or man , you will do fine. As far as I can see, it is the same no matter what department you work in. I am counting down the days and planning my escape as we speak. The place scares me, if it weren't for the fact I am a single parent....I would have already left. I am not saying any more.......I will let you know more once I have escaped.

I would say find another company! If you are in associate claims adjuster they tell you the max claims you will get is 25-30 claims per week. When in reality you get 35-45 per week. Then you are taking coworker,status calls because no one has time to get to their claims and then you are in trouble because you do not return your own voicemails in 4 hours. There are a few people that quit every week. Not many people enjoy the job there anymore. I start 3 years ago and LOVED IT, now I dread going there.

I have been with USAA for 2 years now as a System Programmer / Analyst. This is the most common position at USAA in the EBO division. Basically my job duties are that of a System Administrator. I took the job after being presented with a great relocation package and job offer. After the first 3 months I found that I had made a huge mistake. I work 75 hours a week on average. My manager is a complete A$##. My weekends are all shot. My family life has taken a big hit. It's amazing that the company motto is "work life balance". Davis has his quarterly meetings where he beats up on everyone and says it our fault the company is failing. This job has been like a nightmare. I've been feverishly searching for a new job but the market in SA is pretty bad. I'll be moving to Austin most likely.

Avoid USAA at all costs.

Is this all true??