When IT doesn't replace a human being

My insurance company, USAA, is the envy of my friends. The company has a great reputation for claims management and customer service. However, the company, like others is tightening their customer care by eliminating the 24 hour-7-day a week availability they once had.

Last night, I went to a Door64 in Austin on its famed 6th Street. I parked in a meter zone, not knowing that the street was zoned for valet service from 5:30 p.m. to 2 a.m. When I left the party at 9:30 to find one of my clients at a nearby bar, I scanned the street to get my car. Sure enough, there was a covered meter and my car was missing.

When I called the police, I was told that I needed my VIN number. Right away, I called the tollfree number to get a bunch of prompts. When I tried to ask for a human being, I was told that the policy service office was close and that I should go to the web site.

Sure enough, a friend allowed me to log onto the web site, and it was hard at first to find the info needed. And, after getting that, I had to deal with the Austin Police to find the wherabouts of my car.

Until last night, I had always thought of USAA as a company that cares, but obviously someone higher up in the management chain thought that in the world of IT that it is easier to go to the web to find a VIN number. Here's hoping that the senior management rethinks the issue of having everyone go to policy service through telephone prompts, especially when a customer needs their help.

If the issue is cost, I for one would support the extra funding to have an "insurance concierge" that is there 24/7 for me. When I need USAA, I want them to respond professionally and not with a bunch of telcom and Internet options.