Overworked in proximity claims. Supposed to be all about the customer. But when your are over worked you cannot provide the service needed. People leave and are not replaced. Yet it is all about the numbers and how many files are being closed. No longer the same company it was. After 33 years looking to leave. Too much stress.
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In certain (sometimes many) circumstances I would agree with that manager. Much to often we apply the "Little Old Lady Endorsement" on the policy for a roof and pay to remove and replace something that should be repaired. You know the policyholder that hasn't had a claim in the 30 years they've been insured, need a new roof but don't have enough damage for us to pay for one. Anyone who has worked fire claims has seen this and done this (on occasion).
Now we have mo--ns that are new to their fire jobs (especially those that are former independents) who are over paying claims by literally tens of thousands of dollars to make them go away or because it's easier.
When that is brought up to their leaders/TM's NOTHING is done about it. It's okay because we can raise premium rates based on indemnity payouts (ie overpaying claims) but we can't to pay an adequate salary for a professional to do the job right or staff properly.
So instead of making that person(s) responsible for their actions, we have new "initiatives" where TM's have to review EVERY total roof, wood floor or whatever.
@zvi….totally unfair to make that generalization. There are a lot of old timers who started very young at State Farm. Especially in positions that didn’t require degrees back in the day. At 35 years, many of those folks are in their early 50’s.
@1cqv….Many many tenured agents feeling the same way. Is this really the product we’re selling now?
@1uaq. With those oratorical skills, you’re well on your way. Of course, you forgot to add “period” or “enough said”. That would really put the definitive touch on your opinion and render it indisputable in the eyes of all.
@1uaq is part of the problem. If you cannot articulate an intelligent response to a question it makes everyone look absurd and strengthens managements resolve.
@1auq-that is your answer “you call” what a juvenile response hahaha. I call you hahaha
Do you have a real response or just hyperbole?
@1msm+1bkaOWql I call your mgmt BS!
You make some good points. What I hear management say is for way too long we overpaid claims and we are now just reaching industry average. And our people are just now adjusting the claims accurately.
@1nse I finally reached my tipping point a a couple weeks ago and quit. I was losing sleep at night at what we were doing to people, didn’t like the person they were making me be, couldn’t face myself in the mirror. The unfair liability denials are one thing when the claimant has coverage, but it breaks my heart when it’s someone who doesn’t have collision and doesn’t understand their rights. In Injury specifically, they are coaching us to underpay medical bills even in venues where claimants are owed the full amount. We can’t get it past plaintiff attorneys of course, but we explicitly told to convince unrepresentative claimants to take less money since they don’t know better.
Anyway… I had to finally walk away. I’d testify to everything I saw if I got the chance. SF needs to pay for what they’re doing. It’s bad faith. We as insurance professionals have a responsibility to not take advantage of people who don’t understand this industry.
This "range of liability decision" has been an issue for years and years. The adjustors have fought it but the company went on witch hunts to squeeze every dime, nickel, and penny out of every claim instead of .making common sense decisions. Looking at the class action lawsuits out there, it is obvious common sense claim investigation and handling is long gone and is all the way up the ladder. OUCH! So very sad. The company was never as bad as it is now. It's reputation was declining in the 90s. I really don't know how much more they can lose. Buying judges to reduce damages, RICO allegations, Bad faith suits, and the list goes on. It appears the company was ethical and turned into an organized crime syndicate.
I hope you know now why your name is attached to all the documents, you’re the fall person, and for someone else to be mad at. It’s by design.
I would consult an insurance lawyer, or government insurance agency as I would be an emotional wreck purposely doing that stuff to people.
It’s inevitably going to end up like the billion dollar class action suit SF is currently litigating.
Now wait until the United States finds out their premiums went up over forced liability decisions!
That’s ridiculous, I see you’re guys work a lot and always noticed we bully people with lower class insurance, I really think someone needs to whistleblow that situation and get news airtime.
From the loads of claims I saw like this I knew it was trained vs CS’s being as-----s.
I hope you realize each and every one of your names individually is attached to liability decisions. You guys may not be out of the clear yet. I can’t imagine this at all just being a fa-t in the wind. That sounds like a huge F up, and illegal business practices.
When moves are made like this, they go in front of the board it’s impossible not every last member of the board and Tipp can honestly say they did not know of this.
@oad The exec was fired as the fall guy for the 3PET liability quotas. SF was telling CS’s (def Injury, but I believe Property too) that they had to put so much liability on so many non-SF customers in so many claims. When quota wasn’t met, CS’s were performance managed.
They can’t release every employee that’s doing this because it’s literally all of us because it’s now an integral part of our job. I openly tell OIC’s to just file arb so I can pay them when we lose because I know decisions don’t make sense. “Nothing I can do. Just trying to keep my job. Sorry for the inconvenience.”
In estimatics it’s the same way, getting out very soon after 30 years.
Proximity isn't that life on a boat, on the golf course, getting ready for a party, going shopping, or sitting at Starbucks staring at a laptop. It's out of bed early, drive thru lunch while driving, and staying caught up. Saw this coming long ago. 95% of proximity needs to be brought back in the office and get a reality check.
They no longer deserve the ethics, values, integrity, Valor and morals they once had since they no longer respect it. It's like buying a multi million dollar home and budgeting 10.00 a month for maintenance.
OP. You're living in a dream world if it's all about the customer! Proximity will be outsourced and your WFH will change. Remember how bad it was when very few did mobile claim handling how they complained. This is going to be no different. They care less about customers. It's all about metrics and profit. Proximity is not cost effective. Too much overhead.
anyone who stays more than 35 years lived beyond their means especially at CS or above.
33 years. If you played your cards right. You're good to go.
As an SM I can tell you everything is metrics, metrics, metrics. Realistically there is NO way any SM, TM or claim rep can meet the realistic expectations of metrics. Expect things to get worse not better. I don't say this to be mean. I am saying I have friends at Geico, USAA and Allstate all in claims. They think they are in he-l with no escape. Pretty soon EVERYONE will likely be on performance management. It's not realistic to think expect otherwise. I think the TM's have it worse. SM where you can shift the s*it down hill. Claim reps only responsible for themselves. TM's get it from both side. SM and claim reps. And if any of these companies they need to reduce staff, then it's easy to fire people and avoid lawsuits. The person didn't meet expectations laid out in all the performance reviews. Prepare to find a good therapist and god willing time to develop other job skills.
Wouldn’t let me type any more for some reason?
I got bluffed into thinking I was getting fired over not meeting metrics due to so much rework, I professionally said basically I would whistle blow this place and give a deposition in a moments notice, everything on Verint is recorded, so I guess that will be requested as evidence for my firing since it’s a right to work state for my unemployment.
My manager now cancels most of my 1x1’s unless it’s something mega important or an update.
Sorry you did 33 years man. I assume hearing from the old heads things were different and integrity driven, unfortunately entitlement and integrity are two different words, and mindsets.
33 years? If I recall it’s 35 to max the pension?
I was one of the last people to actually have access to the vested pension, I didn’t even make it to be vested, I’m currently in the process of submitting my official resignation here in the next week or so. (Got offered new career.)
Honestly, here’s how I see it, I have side hustles that I could literally live off of without needing a regular job.
I really think the only thing you can do at this point is max your two years, and call it quits, and go greet Walmart guests until you can withdraw from it.
I only got out of here because I’m young, and smart in certain areas. I really don’t think an old head would really be looked at really hard depending on what you’re going for.
My observation tells me SF seeks out 1 smart person for every 5 d-mbasses to probably avoid government audits and suits, that’s exactly why if you’re that person you feel you are getting over worked or fixing rework, you’re literally saving State Farm from government audits, or private audits and suits, or to cover SF a-s to show there is some competence here, so management can pin liability on the individual adjustor.
I don’t work in injury but i recall someone bringing up an injury exec just got fired for literally something like this. They couldn’t release every employee that was breaking the law obviously, so in this situation exec was let go.