Long before the pandemic and layoffs claims from top to bottom has been in a nose dive in terms of service quality, process, accuracy, and execution. This started at least 5 years ago. Claims employees like to blame their current sh– show on layoffs and the pandemic but this was in play long before and the pandemic likely does up the end results.
There became a time several years ago where claims employees got it in their heads that they were above most areas of the company, the most important aspect of the company, and the safest part of the company. As a claims employee from 2011 to 2019 (moved to another department) I saw this with my own eyes. The self entitlement, arrogance, and holier than thou attitudes led to service issues and a lax in executing their responsibilities. I'm reality corporate sees claims as one of the biggest expense factors to the bottom line. This has made claims the easy target to move to India which is what we are seeing now. And the condition of claims over the past 5+ years I am not at all doubtful that a sweeping enema and move of that area to India (aside from accent) would be seen as all that much different. India is already being trained and certified for adjusting and inspection handling on both property and auto and the technology and self service saves money and allows all to be done at the same level anywhere in the world. In reality Allstate is and has been receiving $5 or so quality work from the average claims employee over the past half decade so why don't we move it to India where we can get the same level of work quality, hire triple the numbers to dò it, and save millions on our bottom line? No brainer. Customer surveys prove the level of service cannot be much lower in claims so in this case this is an area that can certainly be outsourced. Also before now claims was grossly overstaffed and now it is in line with the industry standard and other companies don't have a problem with their volumes. You want to know why? Because it is personal attitudes and behaviors that are keeping employees from performing as expected. Maybe India will bring a fresh attitude and clean environment to the department.
Regardless something would need done in a big way to cleanse the department of the toxic and poisonous mindsets that are present from top to bottom in our claims areas.