Ours and other express teams have been pulled from claims function as well as some FNOL teams to help agency service, underwriting, and CCC calls and chats that have been literally days behind. Hearing other parts of claims are being pulled in as well. Full panic from corporate is in effect. They laid off way too many in theses areas. We are not even skilled in these areas, receiving no training, and only being told to "use the resources". We are going totally blind into these functions and it is not going over well for us. What a horrible mess!
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All true!
We have doctors in India reviewing medical records as a casualty “tool.” So guessing an MD in India is still worse off than a claims employee.....
The funny but sad things about the agency and underwriting chats is at the end of the business day any chats still holding, in some cases hundreds, are just simply closed with no response by the employees and managers. Poof, gone like they never happened and the agents have to just start over from scratch the next day.
And for the record ASIC is almost 100 people short to cover needs and RMBC over 150 people short.
Life employees were also lifted and shifted to agency services with no training or preparations. They are there simply to just "hang up" the chats to reduce the picture of long hold times. If there in the hold queues too long they are just deleted to make it appear hold times are not as long. Cooking the numbers they are.
I think they also want agents to be more self sufficient and utilize resources for simple questions which may cut down much of the chat support. But they definitely didn’t think things through.
Lol, I’m like lol!! MOAR MOAR!! This is what they get hahaha!! More calls! More cancelled policies! More complaint calls!! More department of insurance complaints!!! MOAR!!! LOL. 10,000 In worked claims a day!! 8 hour hold times!!!!
This is just the beginning. About 10years ago, St. Farm underwent a similar transformation, and would regularly employ “contract”, ie 1099 employee Adjusters at $100k + per year (No benefits) to work the backlog. Allstate is not unique. The boys at the top will double down on their stupid plans until they are forced out, or finally hit the number they are after. “Transformative Growth” is nothing more than a plan to cut expenses, with zero focus on customer satisfaction or customer value.
Karma is a b–ch Allstate LMFAO
I work in an agency facing role and all we hear daily is complaints about chat hold times . Not only did they take away the phone support from these groups, but now with the chat hold times everyone is losing their mind.
To: @ogw+19NvIjFC
I'm sure you already know the answer to "What did they think would happen after the layoffs?"
THEY DIDN'T THINK.
Not the first time and won't be the last. Can you spell: "Titanic" ?? They are now re-arranging the "deck chairs".
What the hell is going on? First I was worried about getting laid off, now I worry if the company is just gonna implode.... despite the logistical challenges we shot our self in the foot with by laying off all those people .... how many customers are just gonna walk away once they glimpse the sh– show that we have become
I'm sorry you and others have to go through this. I work in underwriting and they laid off many in December when we were already busy! What did they think would happen after the layoffs?