Property Upskill training at the United Services Automobile Association (USAA) is a redesigned course for both the insurance and underwriting communities. The business wanted to get member contact employees who were already selling and servicing auto insurance trained to offer property insurance, as well.
One of USAA’s key priorities is “World-Class Experience,” which extends to its members and employees. USAA delivers on that promise by making sure those members inquiring about auto insurance also have sufficient property insurance coverage. Employee also have a world-class experience because their enhanced skill set allows them to enjoy a variety of calls, and engage in an enhanced career path.
Another dual purpose of the restructured curriculum was to find efficiencies in staffing and training.
Program Details
Learning & Development (L&D) partnered with P&C Insurance (Insurance) and Underwriting to reinvent this new course. The design challenge was to:
- Redesign the current course and gain efficiencies by reducing the length of the class
- Develop structured learning plans for the employee and coach, resulting in increased effectiveness and efficiency during on-the-job training while increasing learner proficiency
Lessons were structured in a way to support flexible delivery and reuse of modules for multiple audiences, including the insurance group, the third-party insurance group, and the member eligibility group. This allowed Learning & Development to combine lessons into one cohesive property course, which streamlined class schedules.
In addition, this course provided a channel to test the Property Upskill training—intended for incumbent experienced employees—with new employees to give the business that much more flexibility in its workforce planning. This approach resulted in a successful outcome.
Another efficiency found was distance delivery. The course now is offered in multiple delivery methods, reducing travel costs, cutting down on expenses, and providing faster training time.
Results
Representatives who completed the new curriculum met their business goals 90 days-post training, and the acquisition of products sold exceeded their peers’ average. Most importantly, based on the evaluation of five different classes, the total dollar amount generated by the course was $2.8 million within 90 days post-training. These financial results strengthened Learning & Development’s partnership and value proposition with the business.
