Hey, we know everything sucks. Trust us, we know. However, the decisions to make everything suck more were not made by people working in a call center making $20/hr. Bullying Joe Blow the phone rep is not going to force a change or anything revolutionary other than Joe Blow leaving and going to some other underpaid job. Calm your ti-s, or at least go complain to someone who can actually make the changes you would like to see.
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@3fti Okay Boomer
@3ydf…proof not required. It was a response to somebody specifically stating that “ agents who started in Operations do not know what we’re going through”.
But yes, we do. We’re still here, we still deal with it everyday, and we still have friends in Operations that we talk to. Typical GenZ attitude that the world began with them and nobody before them ever knew anything.
That is absurd.
An agent questioning you does not constitute getting yelled at. The only way we can get a call back is to cc your supervisor when we reach out to you. I a amazed at the lack of knowledge a lot of claim reps have, I had one this morning that insisted on filing an obvious comp claim under collision, reached out to supervisor to review and miraculously it was corrected. This involved 5 extra calls on my teams part to everyone involved, yea, we are not happy and have better things to do other than your job. This is a regular occurrence by the way, not a one off.
@2qnx - Definitely. I’d say easily half the time that I’m being yelled at by an agent it’s because the agent either did something incorrectly or explained something incorrectly, and now their mistake is supposed to be my emergency.
@2xdr Making that statement on an anonymous forum doesn't prove your point.
The $30 rep has to manage 200+ claims and is expected to be on the phone taking others calls as well. Its easy to be unable to get back to people in a timely manner. But whatever, costs are down right, and thats what really matters...financial metrics.
AO needs to stop acting like they are in the know always. I get the urge to defend commissions and all but imagine a claim rep calling the AO and berating them for selling insufficient coverages or not explaining the coverages right at time of purchase, which is a root of a LOT of misunderstandings.
Sure there are a lot of less than great reps, and agents, but reality is, corporate makes the calls and the issues are rooted in executive decisions. Making the reps hate the agents via bullying and aggressive calls doesnt help the agents cause, quite the opposite from my experience.
Here is a novel idea, how about you $30/hr claims reps actually do $30 worth of work per hour, you know, doing things like actually returning calls, giving accurate information to clients, you know, like real claims stuff and we agents will promise to quit bothering you. Deal?
@1tgc…..All due respect; telling somebody who’s been here much longer and seen much more than you that THEY lack your experience is not a real strong position.
@1sdu Also, many of the agents that started out as operations employees did not experience the current conditions employees are facing and can't comprehend what employees are facing.
Cease and desist your sniping immediately. We are all part of one team: State Farm. If you people could put aside your petty differences we could further increase our net worth, and push my compensation to the $30 million mark.
I don’t care If they used to be in claims or UW. Bullying the low man on the totem pole is not going to effect the changes you wish to see. Most of us are really just trying to do our jobs and are tired of being screamed at by agents throwing a temper tantrum because they cannot cope with change.
Once again….many many agents came from Operations and have some idea how things used to work. Many former claim reps became agents after spending time in office with agents they were assigned to. The reverse is extremely rare. Hardly anybody left agency to go to claims or underwriting Operations.
Agency and claims were supposed to be partners. I remember when claims adjusters were assigned agents. We served each other. Not anymore. Welcome to ALL ABOUT ME chaos.
Another 30+/hour claim rep here. I’ll argue with the agent and put him/her in their place. Leave the claim handling to claims. I don’t care if you were a claim handler 30 years ago.
That’s true. It’s also a two way street. The agent’s office can only advise the customer, and even that is only if they’re open to advice. We can’t force them to buy the rental coverage that they didn’t want to pay the “outrageous” $10 for (and they still refuse to add for future losses) and we can’t make them tell the truth about the 3 undisclosed teen drivers in the household.
This $30/hr claims rep loves telling the agency no, I don't care how much business this person has in your office.