What does this have to do with their insurance business? As far as I can tell this is just a random complaint about USAA.

And it doesn’t even make sense financially. The “brand” of your mortgage provider adds absolutely nothing to the utility. When shopping for a mortgage, just pick the lowest possible rate, it does not matter from whom. Loans get sold all the time and that is a good thing as it helps minimize rates through raw competition.

USAA at one time had aims of being a comprehensive financial company and they gave those up years ago. Brokerages got sold to Schwab, IRAs to Victory, etc. Again, this is a good thing as there was no way they were going to be able to compete in all those categories. Specialization is good.