USAA Reveals COVID-Inspired Customer Service Tech

The financial services company said COVID-19 had accelerated its roadmap for improving the digital customer experience

USAA Reveals COVID-Inspired Customer Service Tech
Voice of the Customer

Published: June 29, 2021

William Smith

United States Armed Forces financial services company the United Services Automobile Association (USAA) has revealed a number of customer service solutions debuted in response to the ongoing COVID-19 pandemic. 

USAA said the solutions were designed to help keep customers safe while saving them time and money via automation. One such example was telematics, with USAA launching a behaviour-based app knows as SafePilot which creates personalised pricing plans. 

Another new technology known as HOVER is an app which allows smartphones to capture external measurements and create 3D models of homes from images, reducing the time of an inspection process and enabling customer self-service. 

AR for CX 

Furthermore, the company is entering a test period for augmented reality glasses, enabling field adjusters to transmit their experience to managers for feedback in real-time. 

The company said it was also continuing with pre-existing innovations including a subrogation solution in partnership with State Farm that automatically settles claims between the two companies using blockchain technology. 

“Carrier-to-carrier claims payments will be almost completely automated in the future, saving time and money,” said Sean Burgess, USAA Chief Claims Officer. “Utilising blockchain technology helps us securely improve and automate a manual process and ultimately gets money back to our members and customers faster.” 

“We are always looking at ways we can operate more efficiently to benefit our customers,” said Robert Yi, Chief Claims Officer at State Farm. “This blockchain solution will assist in speeding up subrogation recovery, resulting in an earlier return of the customer’s deductible.” 

The company is also working alongside Google Cloud for a vehicle claims machine learning solution which sees images of damaged vehicles processed by Google models in real time. 

“The damage estimation process can be a complex, emotionally charged event, and we always aim to reduce friction and improve the member experience,” said Ramon Lopez, VP Innovation, USAA. “The future of customer experience in insurance is more convenient, cost effective solutions, backed by machine learning and computational power.”

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