Service

Serving you at every turn

Together we turned catastrophe into recovery.

  • Over $2 billion paid in catastrophe claims
  • Over 800 thousand catastrophe calls answered by Member Service Representatives
  • 220 drone flights used to survey unreachable homes
  • The Temkin Group’s highest customer service rating in bank, credit card and insurance industries1
  • Almost $4 million paid to members using the new self-service digital payment tool for food spoilage claims

Together we endured the largest catastrophe loss in USAA’s history, but 2017 was about more than serving members affected by hurricanes and wildfires. It was also about helping you live the life you want with new tools and services that save you time and money.

Boost your savings with a text.

A little change can make a difference. Members transferred over $18.5 million from checking to savings with the NEW text savings service.

Find your car at your price.

Members like you saved an estimated $569 million by using the USAA Car Buying Service.2Try it today to see the TOTAL cost of vehicle ownership of your next car.

Strength

Strength in numbers

Maintaining financial strength to better serve you.

  • Over $1.5 billion returned to members and customers in distributions, dividends, bank rebates and rewards
  • Nearly $15 billion in total claims paid out
  • Over $30 billion in total net worth
  • $30 billion in total revenue
  • Highest possible ratings for our property and casualty insurance group: A++ rating by A.M. Best Company, Aaa by Moody’s Investor Service and AA+ by Standard and Poor‘s3

From protecting your family to insuring your property, financial strength allows us to better serve you.

View the financial statementsOpens in new window
Lester L. LylesGeneral, USAF (Ret.)Chairman of the Board

Chairman’s Letter

Dear Fellow Members,

I often think about what sets USAA apart from competitors. The answer is…

Dear Fellow Members,

I often think about what sets USAA apart from competitors. The answer is simple: Our mission is not just words. Rather, it is the basis for a culture of service that drives all employees, from newly hired member service representatives to seasoned executives. Everyone at USAA is committed to keeping members first every day, and in every way.

Staying true to our mission was never more important than in 2017, the largest catastrophe loss year in USAA’s history. As hurricanes and wildfires threatened millions of Americans, employees concentrated on serving members in need. To be Chairman of an association that is so dedicated to the mission - and to you - makes me very proud.

Your Security is Our Priority

Caring about members reaches beyond physical hazards like weather. USAA also works to remain far in front of the cybersecurity issues that threaten an increasingly digital world. I am delighted to share that those efforts resulted in a “Best in Class” award from Javelin Strategy & Research for the 2017 Account Safety in Banking Scorecard. USAA also ranked No. 1 across 28 of the largest financial institutions in fraud prevention, detection and resolution.

Financial Strength

USAA’s rock-solid financial foundation enables employees to focus on members. Despite the historic year of claims, our net worth grew to more than $30 billion; we returned more than $1.5 billion in distributions, dividends, bank rebates and rewards; and employees, retirees, USAA, The USAA Foundation, Inc. and The USAA Real Estate Company donated about $5 million to disaster relief. In addition, membership grew steadily to 12.4 million, further strengthening USAA’s future.

Our Promise

Serving members well requires two-way communication. We are pleased to share our association’s results through this report. We also promise to continue to listen intently and respond to your needs, whether you share online, or via phone and paper channels. Your needs drive what we do, so please keep in touch.

Thank you for being a loyal USAA member and for trusting us to serve you.

Sincerely,

Lester L. LylesGeneral, USAF (Ret.)Chairman of the Board

Stuart ParkerCEO

CEO’s Letter

Dear Fellow Members,

The devastating wildfires and hurricanes of 2017 produced unprecedented…

Dear Fellow Members,

The devastating wildfires and hurricanes of 2017 produced unprecedented damage and heartbreaking losses for thousands of members. Through it all, USAA employees were there, advising, listening, reacting and serving. In many cases we were side by side with members, picking up the pieces of destroyed homes and vehicles, and working to restore hope and rebuild dreams. USAA cared for more than 287,000 members’ catastrophe claims. Our mission is most clear during times like these; service is at our core.

Employees also demonstrated their concern for others by volunteering approximately 450,000 hours to help people in need. Together, employees and retirees contributed almost $11 million in charitable donations throughout the year.

You Are Our Top Priority

Our talented member service representatives answered nearly 85 million calls, and nine times out of 10, members said they were satisfied. We always aim to do even better, regardless of whether you call, use USAA’s mobile app or contact us online. We promise to keep improving our service options and staffing appropriately to make every interaction easier and more efficient.

Innovating for Members

Because member needs and expectations evolve, we welcome your valuable input, especially in the area of innovation. Feedback based on your experiences and unique impressions will benefit other members and fuel the association’s future. Log in at usaalabs.com to see what is in the works and to share your thoughts.

Our commitment to members is as strong today as it was at our founding in 1922, and carries forward. Thank you for the privilege to serve you. Your trust means everything.

Sincerely,

Stuart ParkerCEO

Security

Keeping you secure

Your security is our priority.

  • Almost $3.2 billion in fraud loss prevented
  • Don’t forget, as a USAA member you can receive FREE credit check monitoring provided by Experian5
  • WiFi is great, but remember, it is not always secure without a required password
  • “Best In Class” award in 2017 Account Safety in Banking Scorecard by Javelin Strategy & Research

Whether it’s your finances or your family, security is always a top priority. We continue to focus heavily on new technologies and products to better protect you and those you love.

Your FREE layer of fraud protection.

Join more than 2.2 million members who are enrolled in multifactor authentication to receive your extra account security.

Security for the future.

Keep your family’s future secure with USAA’s NEW child rider conversion options.6 Child Rider provides up to $25 thousand of coverage for eligible children in the household.

Commitment

Commitment throughout the community

Supporting those who serve and our local communities.

  • $5 million donated to hurricane and wildfire relief efforts by USAA, The USAA Foundation, Inc., USAA Real Estate Company and USAA employees and retirees
  • 2017 Corporate Responsibility Champion Award from the Council of Corporate Responsibility and National Diversity Council
  • Nearly 450 thousand hours volunteered by USAA employees
  • Over 53% of all philanthropic dollars benefited military families
  • Nearly 1.4 million lives touched through philanthropic support of programs serving the military and local communities

USAA supports the military community and our local communities in many ways. Through sponsorships, charitable donations, volunteering time and collaborating with nonprofits, we continuously work to drive positive impact.

Military family resiliency and local community needs.

$39 Million contributed to nonprofit organizations to support programs for the military community and the communities where our employees live and work.

Includes $28 Million contributed by USAA, The USAA Foundation, Inc., USAA Federal Savings Bank, USAA Real Estate Company and close to $11 Million donated by USAA employees and retirees.

Financial education for the military.

Over 263 thousand individuals received financial readiness products and presentations from The USAA Educational Foundation7 through formal military training, sponsored programs and government agencies.

Future

Innovation on the horizon

Together with members like you, we’re shaping the future of financial services.

  • Over 15 thousand hours spent in 2017 developing virtual assistants that will understand you and can quickly assist you around the clock.
  • 300+ partnerships were explored with leading tech companies to develop smarter, hyper connected capabilities wherever you may be.
  • $300 thousand invested USAA Bunker Labs to support veterans, active duty and spouses in their vetrepreneurial pursuits.
  • 9 thousand innovative ideas being explored to help you thrive as the financial world changes.
  • Award-winning & industry-leading innovations.8

From artificial intelligence to natural speech technology, we’re exploring thousands of exciting new ideas all with one goal in mind: a better experience for you.

The future starts with you.

Join 19 thousand other members who are already working together at USAA Labs, an online community where you can vote on ideas and join pilot programs that will define the USAA products and services of tomorrow.

Giving technology a personal touch.

Over 235 designers are working with members like you to create personalized digital interactions.

Culture

Service is our culture

Serving the U.S. Military and their families is more than our mission. It’s our DNA.

  • 7 thousand employees received tuition benefits to learn new skillsets and serve you better.
  • Over 25% of new hires in 2017 were veterans, military spouses and domestic partners.
  • Employees participate in simulated military training to better understand what it means to serve.
  • Ranked No. 2 for Military Friendly® Company9

Our almost 33 thousand employees are immersed in a culture that deeply respects the service and sacrifices of those we serve: the U.S. military and their families.

An employee base as diverse as our membership.

Your needs are unique. Employee Diversity & Inclusion groups help ensure that we’re able to better serve the needs of our membership.

Taking care of those who take care of you.

Driven by our passion for serving members, USAA delivers a world-class employee experience, helping us become No. 35 on the FORTUNE 100 Best Companies to Work For® list.10