Injury Claim handling (and Auto ILR and wherever else this claim has been)

I just got off the phone with a friend's daughter who was in a car accident last weekend.

The first thing that happened to her, was that when she called ILR they told her to file with the other company because the other person was at fault. She had no insurance information for the other party (who may not have insurance at all, he didn't have proof with him). She had no problem w/ paying her deductible to get it back later. Also, she's in a pure comparative negligence state, so liability isn't likely to be clear/easy/anywhere near 100%. Meanwhile, her car is racking up storage charges.

Once she called back and told State Farm to do their job (I also told her to file a complaint over the obvious call avoidance) and get moving on this (she's fine with subrogating later for her deductible) there's been the usual cluster of delays and miscommunication.

Since she is injured, she finally has a Claims Specialist (who knows how many segments her claim went through before that happened), who of course, she can't ever get through to because that specialist is busy playing call center employee and handling everyone else's calls and everyone she speaks with tells her something different because they're being timed and are rushing to read the last persons' notes.

In addition to explaining why a lot of things take as long as they do (running your report is a lower priority task than X, Y and Z and it's all about metrics) I also said, (more than once) this is why I just couldn't work there anymore.

Having been gone the better part of a year and listening to her frustration as a friend of her mother, not as a specialist makes me wonder why in the hell anyone would insure their vehicle with State Farm.

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I'm sorry but we are not handling your claims properly at all. Some good employees are, but their being bullied with numbers and unrealistic goals. We have to meet our numbers so helping the customer doesn't really fit into that

Customers and job seekers beware. The claims management in the Dallas OC have turned the office into a sweat shop environment. Customers are no longer the primary concerns. Its all about the completion of tasks not quality claim handling

Reading these posts and found I was not alone. Been gone a year and can only imagine how much worse it is now. Sad.

I had 33 years in before I left. My manager came right out and said:. "State Farm is no longer a career!". I feel bad I left a job worse than I found it. I am sorry to each employee who has to deal with consultants and leadership who say: "I've learned to 'PLAY' the game.". I worked to do a job I loved not to "PLAY". METRICS don't work in the legal environment nor the service business. You don't need a MBA to figure that out. Metrics are used for high turnover.

I left 2 years ago, after 25+ years, due the lack of customer service we were providing and the way State Farm were treating employees. Our customer service continued to go down as we were way over worked. I was in injury and were handling close to 300 files. It is not manageable. Each separate claim injury file could be anywhere between 1-20 injuried people. How can you manage that? The settlement authority to settles claims were reduce causing more reports to local management or corporate for authority. I can’t image what the suit count looks like now. I would never recommend working for State Farm as you are only a number and not an individual. Sad but true! I am telling the truth. This company was great to work for and most employees stayed for life but not anymore. Will continue to be revolving door as claim reps will be overworked and stressed and will have to leave before they are taken to hospital by ambulance (which happens weekly) or medical issues arise where it is not worth it anymore. Best of luck if you work for this company. Bet you on’t stay there very long.

I left Complex Injury a little over a year ago, we are all on the edge starring into the abyss, knowing that this was how State Farm was going to operate. Thankfully my office (which is closing) is located in a large city with a pretty good economy so my coworkers and I were all able to leave quickly and get good jobs.

So sorry for all the people left there. 2 years ago I would have never dreamed of quitting State Farm...

True that. Sh--hole in my opinion. To be a claim rep handling claims with injury you can’t be a call center employee!!! My theory is once they weed out all the people and get to the number they want, they will abandon the metric system and the company will become a good place to work again.

I too am glad I don't work there anymore. Hellhole.

Thread regarding State Farm Insurance layoffs

Injury Claim handling (and Auto ILR and wherever else this claim has been)

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