Decades of outsourcing have gutted a once-patriotic brand.

he United Services Automobile Association is one of the most venerable names in banking and insurance, a company that prides itself on its service to members of the military and their families. In recent years, however, USAA has run into serious financial trouble due to a combination of mismanagement, fashionable diversity, equity, and inclusion policies, and the firm’s increasing reliance on incompetent and untrustworthy H-1B workers, most of whom are from India.

A significant number of current and former USAA employees have come forward to discuss what they describe as a toxic workplace culture, which has led to an alarming number of employee suicides, and the company's outsourcing of critical functions to H-1Bs and Indian consultancies, putting at risk the financial data of its customers, which include high-ranking members of the U.S. armed forces.

nsiders granted anonymity to avoid retaliation say USAA’s decline began in the 2000s under then-CEO Robert G. Davis, who outsourced IT and other core functions to H-1B contracting firms such as Tata Consultancy Services. Those firms imposed contracts requiring USAA to maintain minimum staffing levels, creating chronic overstaffing. Idle contractors were reportedly assigned “busywork” to meet quotas, with conference rooms converted into laptop farms where workers sat “packed like sardines.”

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