If this is true, we in Agent's office are screwed. We already have been dealing with daily, endless hours of mistakes made by inexperienced service dept and Underwriters. They want us to be "remarkable". We are becoming "remarkable" for sure. I've been in Agency for many years and can't begin to describe the frustration. GIVE ME ONE WELL PAID SERVICE/UNDERWRITER AND LAUNCH 20 INCOMPETENT'S. PROBLEM SOLVED
6 replies (most recent on top)
I along with several others have given agency and multiple agents 30 years if dedicated service and sales goals met all the time !! The frustration with mistakes , delays, poor poor Claims service , PLUS 2 rate increases in 2017 in auto nearly crushed us ! Our homeowners policy and premiums are off the charts and people will not stay because of service and smiling face anymore it’s a crying shame how greed and poor management has ruined the company i praised and supported and SOLD -LOTS OF POLICIES FOR/over 30 yr period 😢😢😢
Being a 28 year underwriter, it is frustrating to see the HUB associates make mistakes on the easy work. They are taught a very narrow way of doing things. If it is not exactly as the manual says, they do not know what to do and end up messing it up. They are trained to "get it done", not "get it right".
Regional office underwriters have seen a lot and know the in's an out's of getting the work done quickly and accurately, but that is not valued anymore.
Also, HUB associates are not allowed to call the agents if they have a question, they must send a memo and then someone else handles it when the reply comes in. If I have a question, I pick up the phone and call.
I got approval to do this from our Operations Manager after I showed a number of cases where a 5 minute call resolved a month old case.
State Farm is moving back in time instead of forward. Work/life balance does not exist, support employees are treated like factory workers, clock in, clock out, zero flexibility, and so on. Prof/tech are being shuffled around and/or dismissed, lower/middle management are doing the job of three people, middle/upper management are too scared of losing their jobs to speak up. The ship is sinking. State Farm needs Ed Rust back before its too late.
You hit the nail on the head. They opened all these cheap call centers to replace real professionals; resulting in poor customer service; leading to fed up customers cutting ties with SF. Now everyone else suffers because of the TERRIBLE executive decisions.
I was an injury claim rep. I understand what Agents are going through. SF is losing their top claim reps and bringing in low trained people to fill those spots. People are over worked and more and more is expected of them. They are having to fight to get any time off and over stressed for the work load. Too many of the newer reps don't have enough experience or desire to handle the more complex claims that include serious injury or death claims. Even minor claims are not handle efficiently in too many cases.
I am glad I am no longer working 50-60 hours a week and being told I am not doing enough
So well said
We already have been dealing with daily, endless hours of mistakes made by inexperienced service dept and Underwriters
I am in the same position and feel pretty much the same - FRUSTRATED!!!