Why I Like USAA Insurance: Hurricane Irene Warning

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My Dad was in the US Army, so I am fortunate to have USAA as my insurance company. In graduate school, I learned about USAA’s customer relationship management strategy, and how it was considered best of breed. Last night, I experienced first hand why the company is known for its good service.

I live in New York City, and although I am headed to San Francisco today, I am still concerned about the potential damage of Hurricane Irene as it seems to have NY in its path. Because of where I live, I received an email from USAA yesterday evening, which I pasted below.

I know this isn’t related to domain names, but it is related to great direct / Internet marketing techniques, and it’s also an example of fantastic CRM. I think a lot of companies can learn from USAA.

Dear Elliot Silver,

It appears that Hurricane Irene is advancing and may affect your area. You and your family’s safety is our first concern. Please stay informed of current conditions and follow evacuation orders from local authorities.

Get your mobile device storm ready
Read Get Your Mobile Device Storm Ready for tips to get the most from your mobile device and for other suggestions to help you prepare for extreme weather.

Also, our Disaster & Recovery Center on usaa.com provides information and updates that may be helpful to you.

You can count on USAA
USAA adjusters are in your area and will begin inspecting losses as soon as conditions are safe. Stay informed of our face-to-face disaster response location on Twitter and Facebook.

We can only imagine what you’re feeling right now. But there’s one thing you can be sure of — USAA will be by your side. We care about your well–being, and you have our commitment to help you get your life back to normal as quickly as possible.

Thank you,
USAA

7 COMMENTS

  1. I used to work there from 97-99. Truly well run company and fortunate to be able to have my insurance needs serviced by them to this day. Huge complex out there in SA.

  2. *

    I am not at all surprised with USAA’s proactive approach to potential disaster.

    USAA is a GREAT company. A few years ago, we had a fire in our home, and USAA was right on top of things. No fuss or hassle.

    Its credit card product is AAA+ and call center friendly and knowledgeable.

    Love it!

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  3. Savvy loss prevention, reduction strategy too.

    Alert policy holders, help them prepare; thereby minimizing potential losses

    Unquantifiable benefit, but certainly most probable; in addition to much good will – if not overused

    Social media community managers at companies need to use great discretion not to become pests with such notices if overdone in the future for less important messages. Speaking from experience with Allstate, whose agent (corporate sent) emails are becoming spam like.

  4. I too have always been a big fan of USAA. Unfortunately, I am flabbergasted that when trying to contact them on the phone for claim information from an area that was hit hard by the hurricane and continues to have no power, they have a message stating THIS IS NOT NORMAL WORKING HOURS AND PLEASE CALL BACK MONDAY. I am in disbelief, that this meets their criteria for superior service. Other insurance companies have agents working today. Why wouldn’t USAA at least staff phone support? I am shocked.

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