Apparently he got a 1 out of 5 on all 3 categories.
What's funnier is the board and everyone saw these surveys as well. He won't be around much longer.
25 replies (most recent on top)
@2ltj I am sorry you have had a poor experience with CCC. For what it is worth, I actually agree with much of what you have said. This is coming from someone who works at corporate. Allow me to shed light on a couple of things - CCC reps handle 10-12 states, and are licensed in over 20. CCC training follows a “vanilla” formula. The QB training process adheres to standard Illinois insurance rules and regulations (Illinois because that’s where headquarters is located). Training falls short on state specifics. Reps aren’t adequately trained with every state - call it an L&D failure. For example, Pennsylvania & New Jersey’s Tort coverage, Arizona’s rule that U/W must match on all auto policies, PIP coverage, Virginia’s strict replacement vehicle process etc. These are a few things I’ve heard agencies complain about from CCC.
Now, as far as CCC answering the phones during the middle of the day - they have to. In January, corporate leadership passed a first call resolution policy stating that, if a policyholder somehow gets transferred to corporate, and their request is something a CCC rep can handle, then they have to take the call. For example, if someone wants a renters insurance quote or asks for a state to state policy transfer. Since I work agency hours, I know this. Strangely enough, our calls are back to back all day with policyholders saying they couldn’t reach their agencies. It has become obvious that agencies are not aware of this policy change, but according to leadership, a memo was sent agency sales leaders regarding this policy change. It is unknown if agency sales leaders communicated this to their representing agents. I’m starting to believe there was no memo.
I make my best effort to have a good relationship with our agency partners because I truly do care for you guys. I can’t say the same for others in my department, but I care. I’ve gotten a number ovations from agency partners for being accurate, detail oriented & customer focused. Hard to believe an agent would ever recognize someone in my department, but needless to say I was flattered. Their ovations to me earned me employee of the quarter, so I thank you for that. Agents are the face of SF, and I feel sorry for them sometimes because I feel corporate policy puts them at a disadvantage. There is such a divide between agency & CCC, and it’s sad because we should really be working together as a team.
9-Uty. I don’t trust you to do that......
@ZE5dFHT-5eaq If I see one more video with Rand Herbert talking about damaging our "Trust Relationship" With State Farm I'll call him up myself and tell him to go f--- himself. They're the ones who have damaged their "Trust Relationship" With the entire agency force with their witch hunts and terrible compliance rules.
@5krb----That "Trust Relationship" thing is key. TC holds it over the agents heads at every turn. But they seem completely oblivious to the fact that it's a two way street and agents don't trust TC any longer.
This is exactly why those who can afford to leave for independent are.. And successful agents who obtained MOAs are giving them back. And those whom are broke have to stay with a prayer that things change for the better. There is a moniker even - BAFA - in agent circles. Broke as *** agent. We can’t recruit future agents because no one is making money is the perception.
The company setting unrealistic growth numbers to validate smvc when the plan was losing auto is... well I won’t say on a public forum.
The trust relationship has been impacted with the agents toward the company. Partly because of actions, character perception, lack of accepting feedback ...
AIPP timing is problematic. I don’t know a solution except for changing the contract so young agents can survive. But I don’t see that happening. People in Operations wouldn’t get this, but agents tend to make very little at the end of the year. People spend money on something between Thanksgiving and New Year....but it isn’t insurance. Combine low sales (which means low renewals every year) and a high expense time of year and you get a recipe where most younger agents have been forced to use the Jan 15 AIPP to cover minor things like payroll and office rent that they’re behind on. I was 10 years in (so 5 years into AIPP before I was even able to put it away.
Not the gravy train that many here think it is. The pure AA97 agent’s like me have it worse than the AA03/04. But the AA05 agents are failing and filing bankruptcy in droves.
That’s the problem most of the AA97 spent all the AIPP.. If they reduce the comp, it’s going to be like the Little Big Horn. You think it’s bad now.
@3unk...The AA3/4 at least had retirement term pay. The newer contracts do not. How you think the AA97 helped protect agents retirement is beyond me. AA97 and newer have just one plan, and that’s to save a whole lot of money on their own.
Yeah that old contract AA3/4 was a bomb ready to go off. Most AA 3/4 agent have lost a substantial amount of there book especially in the last three years k--l the retirement term pay. They switch to the AA97 to help agents protect there retirement if some major changes came in the future I.e. Amazon getting into the insurance business or Progressive Gieco and who ever else gets into the business. My father in-law just leaned a Volvo that included the collision and comp.
It’s hilarious to read about what some perceive as the “gravy train” in Agency. Anyone calling it that has clearly never tried signing paychecks on the front side, and having their name on everything the customer sees. The best contract for agents ended in 1997. I really wish that was my contract. But in it’s day it must have been fair to all because State Farm was #1 by a huge margin. Policyholders loved their agent’s, agents loved State Farm, and State Farm was the unquestioned best place to work and be insured.
While this would be difficult to prove (because TC disavows them)......I believe agent’s now employ more people to help State Farm policyholders than State Farm does. And agents do it for about 2% to 3% of premium, which is far more efficient than TC does. But then, I don’t know any agents with billions in reserve.
Agents struggling mightily already. Hubs and CCC “service” is so bad that we are constantly working to fix what they mess up. And it’s much harder than just doing it ourselves the first time because now we’re dealing with customers who are p-ss-d off before we even talk to them. TC says we are sales people first. But they completely ignore the fact that when a furious auto insurance customer walks in, you can’t transition to selling a Bank loan and a Mutual Fund. TC expects us to spend our own BIG bucks on their marketing campaigns-“buying” leads and information that TC actually owns because it’s all in their computer system. CCC is picking up our phones in the middle of the day, misquoting and binding policies for our existing customers. CCC Rep gets a commission, we get a service problem we aren’t paid for, and often a multipolicy cancellation because nobody in CCC seems to have been trained on the proper way to provide existing customers the discounts they’ve earned.
Agents deal with changes constantly, because when you’re running your own shop you have to figure it out each and every day. If and when they announce contract changes, there will be mass retirements. But I’m starting to think they’ll hold off because for the past 5 years, the agent’s office is the customer’s ONLY chance to speak with a person in the faint hope of getting something done right. But in the past 6 months, it’s getting ridiculous. Every contact the customer gets from TC says “contact your agent if you have questions”—-but agents are being completely cut out of the loop when it comes to finding answers to those questions.
They cant get people in CCC who can put their shoes on the right feet.. and they’ll take over service? Ha. Oh the stories I could tell you about ccc customer interactions!
The company gets agent office to pay for team members to do service. The company doesn’t want to add another 30000 employees to payroll and benefits. In this day of expense mgmt . Agts are a bargain for the company.
Lastly life, bank, investments and disability don’t get sold in a call center
Agents better brace in it’s going to be a rough ride for a lot of them once the gravy train stops. Don’t see to many travel agents on the corner anymore. Insurance agents the then of the past. Once hubs take over servicing not sure what they are getting paid to do.
I don’t think they give a sh-- about President club anymore didn’t even have a dinner at convention. Better brace in huge pay cut coming to agents.
@ZE5dFHT-2pmc You’ve never made presidents club. You’re not important enough for anyone to listen to.
So now it appears the OP is pretending to answer his original post-how hilarious. I have been an agent for over 30 years and received countless omnibus surveys. Not one has every contained a question about the CEO. Not Ed senior, or Ed Junior or Tipsord. This post is BOGUS!
@ZE5dFHT-smz It's a random omnibus survey that goes out to randomly chosen agents. Only 25% of Agents get the survey but if OP's stats are right that's the worst CEO rating we've ever had in State Farm history.
Speaking of sassified...
Now when I start making love to my woman
I don't stop until I know she's sassified
And I can always tell when she gets sassified
because when she gets sassified she start calling my name
She'd say: 'Clarence Carter, Clarence Carter, Clarence Carter
Clarence Carter, ooh sh--, Clarence Carter'
Agents won't be around (in their current state) much longer.
Anyone who thinks Tipsord is the reason for #1 status being threatened is an id--t. Sorry to rain on the anti CEO bandwagon but we had been losing market share for the last 7-10 years under Ed. Michael is trying to save this company...... by making it more competitive. Anyone who doesn’t see that has sour grapes OR is so dumb that I hope they got laid off....
I am an agent and have received several surveys this year. Not once was the question asking if I’m satisfied with Tipsord. OP is making up c-ap to post.
Not sure of the results but there was the omnibus survey sent to random sample. The surveys happen a few times a year on various topics.
Not sure about this post. I am an agent and did not participate in any survey?
@ZE5dFHT-eyw It's so funny that State Farm pays id--ts like you to spew b---s--- about how good a job he's doing.
In case you didn't know under his leadership we're at risk to lose our #1 spot for auto market share.
If you think he's doing a good job you have Tipsord's koolaid so far jammed up your asss it's impossible to dislodge.
How does it feel to be a cuck?
He is not going anywhere. He is running this company like a business. You want a pension? Let him keep doing what he's doing. Otherwise we will be going out of business. Great CEO.