Since becoming President and CEO of USAA on April 2, 2025, Juan C. Andrade has steered the military-focused financial services firm toward significant expansion, driven by data-enhanced member engagement, product innovation, and digital transformation. In 2024, under his leadership as board member and now CEO, USAA added over 1 million new members—raising its total to approximately 14 million—and posted net income of $3.9 billion on record revenue of $48.6 billion. The company’s net worth climbed 10% to $32.1 billion, reflecting renewed financial strength and operational resilience across its insurance and banking lines.
Andrade brings nearly 40 years of global insurance and public sector experience to USAA. His previous roles include CEO of Everest Group and senior leadership positions at Chubb, The Hartford, and Progressive, coupled with federal service in national security and drug policy. He also served on USAA’s board for four years before his CEO appointment, participating in committees focused on members, risk, technology, and finance.
Andrade’s strategic vision centers on five priorities: enhancing member service, empowering employees, sharpening competitive offerings, accelerating AI and tech integration, and reinforcing the company’s service to the military community. This focus aligns USAA’s mission-driven identity with a forward-looking growth trajectory.
Technology is a cornerstone of Andrade’s approach. USAA is rapidly deploying digital and AI-driven tools across banking, insurance, and claims operations. Initiatives like the Eagle Express digital term-life product, the SafePilot behavior-based driving program (with over 1.3 million members), and Connected Home preventive maintenance technology demonstrate the company’s drive to leverage innovation for member convenience and cost control. These efforts include reducing catastrophe claim processing times from 14 to seven days in 2024.
As part of its growth plan, USAA is expanding operational capacity. In Chesapeake, Virginia, the company is doubling its claims workforce by adding 500 staff and moving into a nearly 200,000-square-foot office with modern amenities. Meanwhile, San Antonio headquarters is undergoing upgrades to enhance workplace culture and support continued expansion.
Community impact remains core to USAA’s ethos. In 2024, employees logged 279,000 volunteer hours and the company and its employees contributed more than $16.4 million in charitable giving. The launch of Face the Fight™, a veteran suicide-prevention initiative, reflects USAA’s renewed advocacy role for its military members and their families.
Despite its strong momentum, USAA continues to face industry-wide pressures. Premium rate hikes, rising costs tied to weather-linked claims, and regulatory scrutiny—especially within its banking arm—are challenges that Andrade must navigate while investing in growth and maintaining member satisfaction.
With Andrade at the helm, USAA is charting a path that fuses digital innovation and operational efficiency with its legacy mission. Under his leadership, the association is well-positioned to deliver continued member growth, strong financial performance, and purpose-driven service well into its second century.
