The farms problems began a while back, They were always behind on technology and still are today. The last major reorg...aka 5 -6 yrs ago was executive driven...they did not accept any feedback from claim managers...section managers etc.....this is where they went wrong.....and they are paying for it today....only about 7% of the mutual automobile policy holders file claim....but with expenses thru the roof it is easy to get a premium increase whereby 100% pay for it....the injury claims and litigation expenses are horrendous and the farm doesnt know what brake to hit to help curb it....they ran off the experience reps...and now have untrained young kids who are great text messagers and all they want to do is get the customer off the phone....when you work claims in a team environment no one takes responsibilies for any thing....claims are not widgets.....the agents will be next...the largest expense the company has is the commissions they pay agents.....and in reality you dont need brick and mortar agents....as most can be done online.....
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State Farm should have gotten rid of their agents a long time ago. They are s---ing up the money and the life out of the company. You can our base and file claims electronically. Time to move to the future and cut out the claim bro g handled by 4 or 5 people versus one.
The “kids” reference was not one meant to be taken offensively.
If with experience comes time, therefore ‘age’ , then it would stand to reason that the opposite would be ‘youth’. It’s not meant to be derogatory, it’s meant to show that letting go of those with tenure and knowledge only to start over with a younger generation and only teach them to “stick to the script” may have seemed efficient on paper, but is only bringing a whole new set of inefficiencies and a massive lack of any accountability within the company. It’s not a slam on bright, educated millennials, but their new employer is not giving them the best environment to grow and develop in their careers.
I’m in IT dealing with all the transition, I can tell you if we lose the agents we are dead. The intrastructure and capabilities are 10 years out to handle that volume that goes thur agents offices. I also agree we should have addressed a lot of these issues 10 years ago, we had the resources to move forward but we were in Sears mode. We have to many Executive that are not capable or don’t have competencies to address these issues. To many people I started with, work together or should I say Family members that shouldn’t be in high level Executive positions. It’s going to get interesting! Good Luck to everyone with all the change.
Yep, just blame the millennials
and now have untrained young kids who are great text messagers and all they want to do is get the customer off the phone