Claims department is a total sh-t show right now. Under staffed under paid. The pay doesn’t even keep up with the current economy. You have ecrs working and screwing up claims. You have the medical and injury CS’s and CA’s who are already overworked and overwhelmed being farmed out to TL and messing up claims they handle has bad has ecrs. Not that I fault them because they were not trained in TL. You now have TDP behind and TL claim handlers working and helping TDP. Upper management says they are hiring new claims employees but we never see them. Some teams are still working made overtime and others have just been told it is starting again. I think it’s safe to say the claims department is a house of cards and Ian might have just tipped it over.
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As long as executive and agency considers themselves better than anyone in operations while referring to operations employees as minions and claim sc-m, their promise to the policyholder will eventually crash and burn. It's only a matter of time! No one and I seriously mean no one on the face of earth should consider themselves as better than anyone else because of title and position in any organization. SF never was that way in the past but changed in the 1990s when they broke up families and forced the hub model. Darn consultants!
For the number one insurance company, and a company who has been doing this for 100 years....I feel like we are one step away from outsourcing claims to a competitor who knows how to handle claims. Why is this the case? Why are alarms not going off with the board? Isnt there anyone making sure the executive and c-suite class are held accountable and ensure they are doing their jobs. I slack for half a minuet and someone is breathing down my neck about it, however, executives get a decade to sc--w up and no one bats an eye?
Do all we care about is volume of policies and a few money metrics? Shouldnt we be caring about a little bit more than that?
OP. Do not feel alone in your thoughts. I am sure there are a good percentage of the operations staff that feel the same way. It is unfortunate they will not express their opinion in fear of retaliation. Until management adopts a new leadership style, this will only get worse.
Maybe it’s time for the employees to organize and unionize for better pay among other things.
It’s awful right now. Management should get a clue and realize taking 47-50 calls a day is stressful on employees. Hopefully after my surgery I can find a new job or maybe State Farm will increase our pay and give me a reason to stay.
I cannot believe they are still relying on Verint to do their jobs for them. How pathetic!
The non-stop call after call and Verint schedule with nothing but Phone on it for years now at the CS level is ridiculous. Did anyone go to college to be a damn call center employee? Probably not.
Not to mention the micromanage, toxic positivity environment, and metrics that are being shoved do n our throats. Also the 24/7 calls we are always scheduled for so we can’t work tasks. No wonder most claims teams are at least a month to 2 months behind on super high Calendar tasks