USAA overview

The United Services Automobile Association (USAA) is a diversified financial services group of companies and subsidiaries offering banking, investing, and insurance to people and families who serve, or served, in the United States military. At the end of 2016, there were 11.9 million members.

USAA was founded in 1922, when 25 US Army officers decided to insure each other’s vehicles as a reaction to being deemed too high-risk to be insured by general US insurers. Roll forwards almost 100 years and the mission of the association is to facilitate the financial security of its members, associates, and their families through the provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community.

In 2017, USAA established an innovation lab based in Austin, Texas – a members-only design lab which provides USAA account holders with the opportunity to engage and provide feedback on new innovations, concepts and exclusive pilots.

The lab, which is now home to over 120 USAA employees, showcases some of the company’s most recent innovations and awards. Members have the opportunity to enroll in pilot programs, providing them early access to new features, products, services and tools being developed by USAA.

The following year, the Group announced it has begun piloting an augmented reality application aiming to simplify the car-purchasing process for consumers.

In 2019, the insurer announced a strategic tie-up with State Farm at the Dig | In conference that will see the pair test blockchain technology as they seek to automate insurance claims at the subrogation stage. 

Later that same year, in September, USAA announced it had partnered with Google Cloud on a car damage estimating tool, in the hopes that the company can automate simple claims and move human adjusters to more complicated cases. The tool enables users to upload their own pictures of their car when they want to make a claim. Google then uses computer vision and data analytics to analyse the damage, the results of which are sent to Mitchel International, which can estimate repairs. From there, USAA can check for final adjustments, if required.

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Key people

Shon Manasco Executive Vice President & Chief Administrative Officer
Darrius Jones Assistant Vice President Enterprise Innovation
Dana Simmons Executive Vice President, CEO Chief of Staff
Alan Krapf President, USAA Property and Casualty Insurance Group
Rob Galbraith Director of Underwriting Research
LaSalle Vaughn Executive Director Marketing Compliance
Patrick Kelly AVP Emerging Technologies
Laura Bishop Executive Vice President & Chief Financial Officer
Brad Wells Vice President
Mark Reid Executive Vice President, Human Resources
Tracy Mckibben Board Of Director
John P. Abizaid Board Of Director
Jonathan Sandruck Design Director
Deneen Donnley Executive Vice President, General Counsel & Corporate Secretary
Robert L. VanAntwerp Board Of Director
Tracy L. Garrett Board Of Director
Luke Horgan Director, Digital Channel Analytics
Trent Obermueller Sr. Associate - Corporate Development
John F. Young Board Of Director
Nathan McKinley Vice President
Kathleen Swain Innovation Advisor
Mary E. Landry Board Of Director
Eduardo Matamoros Director, Service Design
Jon Michael Kowall Executive - Innovation
Richard Novak VP Enterprise Innovation Planning & Operations
Christina Martin Executive Director, Real Estate Client Management
Carl Liebert Executive Vice President & Chief Operating Officer
Dan McNamara President, USAA Financial Advice and Solutions Group
Stuart Parker Chief Executive Officer
Leslie Dowling Vice President
Thomas Fargo Member of the Board of Directors
Eileen Collins Board Of Director
Tim Brown VP IT Innovation Research & Development
Wayne Peacock Executive Vice President, Enterprise Strategy & Marketing
William R. Reed, Jr Board Of Director
Gerald R. Murray Board Of Director
Matthew Schaub Lead eBusiness Advisor
James Bell Technical Security Architect
Jay L. Johnson Board Of Director
Herman E. Bulls Board Of Director
Ryan Rumsey AVP, Experience Strategy
James M. Zortman Board Of Director
David Tuomikoski Director, Digital Product Management
Casey Royer Executive Director, Digital Intelligent Assistant, AI, and Bots
Lester Lyles Chairman
Matt Schulz Lead Mobile Strategy Manager
Eric McCarty Technical Architect
Zachary Gipson Chief Innovation Officer
James Hickman Assistant Vice President
Wil Bennett Vice President, Chief Information Security Officer
Jon Cholak Investment Director
Bill Gerth Director of Social Business
Jason Larrew Technical Architect
Adam Holcombe Senior Associate, Corporate Development
Brian McCarty Principal Technical Architect
Michael Smith Assistant Vice President, Corporate Development
Lisa Coleman Technical Architect
Donald Howard Senior Vice President
Eric Smith Chief Data & Analytics Officer
Robert Tucker Software Developer & Integrator Lead
Allison Squires Social Business Strategy Director
Vishwa Hassan Director
Michael Willette Assistant Vice President Technical Fellow
Gabriel Gabaldon Director, Information Technology