Inside USAA’s Claims Innovation Team

In February, USAA launched a 21-member claims innovation team with the goal of gaining competitive advantage for the insurer by digitizing various aspects of its claims operations. The nation’s eighth largest property and casualty insurer considers its claims strategy proprietary information, the details of which it is reluctant to share, says Luke Harris, USAA’s AVP for claims innovation. Yet the carrier also wants to ensure that its customers and other stakeholders are aware of the extent of its commitment to new, digitally driven business processes, which its executives recently outlined in a series of interviews with Digital Insurance.