Putting AI to work for our members
USAA is relentlessly focused on providing members with exceptional service and constantly looking for new ways to better serve you. To do this, we use advanced analytics, including technologies that we collectively refer to as artificial intelligence or "AI" for simplicity. These technologies can help us streamline and automate processes, detect and prevent fraud, personalize your experience, and support efficient pricing and underwriting of some insurance products.
We strive to ensure our use of AI is transparent and easy to understand. We are committed to using technology responsibly, ethically, and in compliance with applicable laws and regulations. Our goal is to ensure that AI enhances your experience while protecting your rights through these guiding principles.
Fair and inclusive
We manage our AI systems to ensure they treat members fairly.
Secure and responsible
We strive to ensure that the data used in our AI systems is handled responsibly and protected with security measures in alignment with USAA's Privacy Promise. We review and monitor our AI systems to make sure they’re working as intended and remain secure.
Human oversight
AI helps our employees analyze information and improve our products and services — but humans guide and monitor the technology.
Built on trust
We follow strict internal policies and industry standards to ensure our use of AI aligns with our core values — service, integrity and trust.
How we use AI to enhance your experience
Marketing
For select insurance products, AI can help us understand your insurance needs, tailor our messages and offer insurance products that may be right for you.
Insurance sales and service
We use AI at multiple stages of your insurance journey for certain insurance products, aiming to support faster service and a more personalized experience. When you get a quote or renew your auto or property insurance policy, AI can review your information to quickly provide coverage options that may meet your needs. For life insurance, AI may help us identify timely opportunities to notify you about policy benefits and options. Even after your policy ends, AI may help us stay in touch so we can offer services that you might want to explore.
Insurance claims processing
When you file a property or auto insurance claim, our AI tools may facilitate a faster and more accurate claims experience. For auto claims, AI can help assess liability and generate repair estimates from photos. AI may also help identify, track, and measure specific causes of loss on property claims. AI-powered fraud detection may also help reduce financial losses, which can enable USAA to offer more affordable products and services to our members.
Underwriting and pricing of insurance products
For select insurance products, we utilize AI to help ensure our insurance offerings are competitive, compliant and actuarially sound. AI analysis of driving data can help us provide more precise underwriting and pricing for auto insurance. AI can also help improve the accuracy of property policy pricing and rebuild cost estimates while identifying potential risks to your property and allowing you to take preventative measures. Reducing physical inspections helps us lower our costs and may enable us to offer lower premiums to our members. AI technologies also assist our life underwriting team by analyzing application data and other relevant information to help determine eligibility, pricing and risk classification.
Banking services
USAA Federal Savings Bank uses AI to automate processes, enhance member service and improve our ability to detect and prevent some types of fraud. These capabilities can help protect both members and the Bank from fraud, enable faster and more efficient service, and support the delivery of more competitive financial products.