Legit question. Disappearing adjusters, no communication with policyholders. Adjusting roof claims differently as of March. How is that even possible?
13 replies (most recent on top)
Claims isn’t a career anymore, anyone worth a sh-t gains business experience and leaves, I think anyone that’s decent and stays its because they probably just need benefits.
Partly (a very small part, but still a part) is the C/S fault themselves. Too many were working OT w/o putting it on their timecard solely to take care of their customers. I know I WAS guilty of that. Can't get OT, but promised someone an estimate by Friday, they WILL get it by Friday. So, work for an hour or two to do what I needed to do.
Then we fired 33% of our claims force (and been hiring them back ever since) because of this and now C/S realize they messed up and refuse to give any more time to the company w/o being paid for it, causing backlogs in claims.
Another issue is executive and all the way down to second line leaders have ZERO idea how busy the reps are. I heard from my SM how we are overstaffed and will not be replacing attrition but when I talk to C/S from across the country EVERY SINGLE ONE of them talks about how backed up, behind and hopeless their claim load is.
TM's jobs are to meet the SM metrics and some (not all, but enough) don't care enough about their people to be concerned about anything but metrics.
claims is no longer a career!
Insurance is just as bad as street gangs. Extortion even among themselves on top of the customer. Legalized mafia! Heck, reading this all proves they even fight inside their own gang. Criminals!
Why? Because of hypocrisy and bad messaging to their people. When they fly mgmt all over the country, pay for high end hotels, pay for their food to lavish meals all so they can rub elbows and drink. Then, the hard worker who has to deal with the customer is metric and micromanage to death. They are elites and careless about your future. They talk the talk but don't walk the walk. Think about it. Truth!
They’ve dehumanized the job. Taken the customer out of the equation ,agents have no input, and shops are the enemy. SF the supreme ruler . Sc--w everyone, but not SF! Have a bad metric, now you are next. No Vaseline.
Nah you have the process wrong for long holds, it sends you to the wrong dept that doesnt have a hold time, so you can xfer to the dept with the long hold and put them back on hold.
what's wrong with waiting on hold for 15 minutes, and an automated message coming on saying "there is no one available to take your call" then the call disconnects? Seems legit for a 100 billion dollar company
The only thing the upper managers care about is metrics, and specifically metrics related to overhead costs, aka how much they pay employees. Since they are focusing on tech versus their human capital, and not as much on the core business, reducing costs is the only thing that matters.
Until SF moves its eyes off these manufactured metrics and the massive time sink creating, preparing, discussing its metrics, and goes back to dealing with people, things will not improve at all unless you are a line item on an spread sheet for metrics.
@wzo. X RING! Keep the faith.
This is why I don’t see agency going away anytime soon. SOMEBODY has to answer the phone and talk to the customer. That has always been Agents and Claim Reps. Claims doesn’t do it any longer. CCC is a joke that Agency spends way too much time fixing and apologizing for.
The only problem is that nobody talks to agents anymore. Well, to be accurate, nobody who talks to them gives a sh-t anymore.
At this rate, agents will abandon State Farm before State Farm abandons agents.
The system/metrics is set up for no personal accountability to the customer. It is merely a click of a button in a call center.