Usaa guaranteed renewal endorsement

Sheet1

A B D E

Rates Service Yes No

1. Why are you cancelling your auto policy? 48 1

2. Have you compared contracts? 3 46

3. Have you had a claim with USAA? 37 12

4. Is there an adverse driving history on the policy? 39 10

5. If USAA could match the rates would you stay? 48 1

The data was collected from one week's calls of USAA Member Retention Team members

A B C D

Yes No Driving History Shared Risk

1. Have the statistics of the Member Retention Team been tracked? 1

2. What are some of the reasons rates are on the rise? 1 2

3. Has there been any additional training provided to the Member Retention Team? 1

4. Saved policies 9 40

The data was collected from an interview with Cheryl Graham

Solutions Potential of retaining members

Eliminate guaranteed renewal endorsement 5

Outsource servicing calls to an external call center 2

Educate members how insurance works 3

Conduct contract reviews with members 1

Review claims about satisfaction rates with members 4

Causation

Rates Service Yes No A B D E 48 1 Rates Service Yes No A B D E 3 46 Rates Service Yes No A B D E 37 12 Rates Service Yes No A B D E 39 10 Rates Service Yes No A B D E 48 1

Saved Policies

Yes No A B 9 40

USAA Solutions

Eliminate guarenteed renewal enorsement Outsource servicing calls to a third party call center Educate members how insurance works Conduct contract reviews wih members Review claims satisfaction rates with members 5 2 3 1 4

Causation

Rates Service Yes No A B D E 48 1 Rates Service Yes No A B D E 3 46 Rates Service Yes No A B D E 37 12 Rates Service Yes No A B D E 39 10 Rates Service Yes No A B D E 48 1

Saved Policies

Yes No A B 9 40

USAA Solutions

Eliminate guarenteed renewal enorsement Outsource servicing calls to a third party call center Educate members how insurance works Conduct contract reviews wih members Review claims satisfaction rates with members 5 2 3 1 4

Causation

Rates Service Yes No A B D E 48 1 Rates Service Yes No A B D E 3 46 Rates Service Yes No A B D E 37 12 Rates Service Yes No A B D E 39 10 Rates Service Yes No A B D E 48 1

Saved Policies

Yes No A B 9 40

USAA Solutions

Eliminate guarenteed renewal enorsement Outsource servicing calls to a third party call center Educate members how insurance works Conduct contract reviews wih members Review claims satisfaction rates with members 5 2 3 1 4

The very first chart indicates the results of a week's worth of calls whereby I called the members of USAA Member Retention Team. It reflects that most of the people leave the team due to rates rather than the services offered. The data also indicates that a majority of the team members never looked into the contract given to them by USAA or any other provider. According to the chart, three times as many of the members leaving either had a claim or a negative driving record. Only one member said that they would want to stay with USAA if the rates were adjusted. The second chart shows that the rates have doubled mainly due to the claims that people had more than their driving history. Other the USAA team monitoring their statistics, they also attend annual trainings. In the interview, Cheryl Graham believed that elimination of the guaranteed renewal endorsement would be the best solution to the issue, and would mainly affect the members who do not have a negative driving history (Graham, 2018). The second best solution would be reviewing the claims about satisfaction rates with the team members, folowed by educating the members on how the insurance works. The other solutions would be outsourcing servicing calls from an external call center and also conducting contract reviews with customers. Reference Graham, C. (2018, August 6). USAA Rates [Telephone interview]

Causation

Rates Service Yes No A B D E 48 1 Rates Service Yes No A B D E 3 46 Rates Service Yes No A B D E 37 12 Rates Service Yes No A B D E 39 10 Rates Service Yes No A B D E 48 1

Saved Policies

Yes No A B 9 40

USAA Solutions

Eliminate guarenteed renewal enorsement Outsource servicing calls to a third party call center Educate members how insurance works Conduct contract reviews wih members Review claims satisfaction rates with members 5 2 3 1 4