This isn't a post for or against claims. I'm generally curious what makes you hate the job. Is it the customers, management, or something else?
15 replies (most recent on top)
Leadership is out of touch. Someone with a pending of 300 files quits and the brilliant senior leader just does nothing with the pending hoping it will magically take care of itself. There are so many incompetent leaders in senior roles that there is no longer any coherent strategy or direction.
My experience over the years is the claim department is filled with a bunch of whining babies. That job certainly seems to suck but if it was so bad they should just go in a different direction with their careers. They seem to live on the past which is a death wish in today's environment
Dumpster fire of epic proportions
Settle auto and property claims fairly instead of cut rate low ball make believe estimates that everyone knows a repair shop will never accept. Every virtual estimate, photo or video creates a supplement bogging down the system even more. Stop estimating with the thought and hope the customer will take the money and run. This unethical process that was devised and force fed on the auto and property estimator crew has destroyed this companies integrity. Cheat and lie to the customer has become the new normal, the leaders are so inept they think this is the only way to boost profits. This was not this companies original mission statement. Current leadership has lowered the bar so far this company is sinking to the bottom of the list.
We ask our employees to work more production than any other carrier. Oh, and we make handling 1 claim as complicated as humanly possible by having over 10 different processes, tasks, follow-ups, garbage vendors, etc. came here from progressive and interviewing with USAA next week. Waaaay better companies out there to work for in claims. Like all of them!
Transformative growth cut claims staff in half. Morale is at an all time low. We have no help . Nobody wants to work here anymore! 10-12 hour days just to keep up if you’re lucky !
Calls never stop and you’re supposed to resolve every one. Other adjusters calls, your calls, customer calls, claimant calls, attorney calls, other carrier’s calls…all while your being bombarded with new files upon old ones that you haven’t even got the chance to look at yet. Even if you gave up sleep and worked constantly, you couldn’t keep with the workload or impossible goals.
Any claims job has a determined threshold of claims per day you should receive. That threshold would be what some "analyst" has figured you can work in a day, and stay busy but still get your work done. I put analyst in quotes, as that person has never done the job, has no idea what it takes to do the job, has no real-world experience that you can actually work 4 in a day, and their number is always already too high for real life. However, not the real point of this example, so let's continue. For example's sake, let's say that number is 4. Now imagine that you come in everyday and get your 4 claims, it keeps you busy, sometimes too busy to get to that 4th claim for the day, but you pick it up the next. Sometimes you are pulled in too many directions in a day, and you don't return a couple calls, but, again, you pick those up the next. Those extraneous items that push to the next day, cause other variables to push to other next days, and so on. Now imagine that because of many reasons (people quit, uptick in claims volume, people riffed, people quit, short staffed, etc) that you are now instead getting 7 claims a day. The stressors of that type of increase in workload is now your problem. And when you show any signs of stress, your manager tells you it's because you aren't efficient enough, or too slow, or any other negative that makes it your fault. If you say to your manager that you are now doing the work of 2 people, you are told to figure it out and do your job. And when your metrics suffer because of it, it's never the companies fault, it's never the fault of handling a workload of two employees, it's your problem. Very inspiring.
Thinking of how all that would affect a person on the daily, is why you see so many in claims complaining/quitting. And rightly so.
I am in ASDU as well and I feel for the claims areas. ASDU is by no means perfect but I couldn't imagine going through what claims goes through daily. It seems claims is the red headed stepchild of this company. After seeing and hearing about claims I won't touch that area with a ten foot pole.
Being required to know every aspect of a claim for “on call does it all” when you’ve only had on the job training.
Horrible micromanagement.
Hard to know where to begin. Different departments have conflicting goals. ECs are told to work on cutting down severity while casualty adjusters will be told “SHIFT LEFT!” They can’t retain anything resembling decent talent so work keeps getting dumped on loyal employees. They have a million different metrics, many of which are non sensical. Their pay structure only lets you get 70% into the pay scale which they then claim you’re being overpaid with no other explanation. When you try to better yourself and take on a new role, they only really consider external candidates so you get stuck basically losing money year after year and taking on additional work. Oh and NO MORE BONUSES. Enticing huh?
And the clock's ticking... tick-tock, tick-tock, tick-tock then slowly all claims jobs sent to India.
The call volume, inquiries, the metrics, the evaluations, pretending to be a total loss adjuster, or rental adjuster or tech support, liabilities, micromanaging leaders. No communication between departments. I really could go on.
Unmanageable caseload, backwards processes and impossible to meet metrics.
Procedures keep changing. Shops & insureds call with repair or TL questions and the adjuster has no idea of the status or who to ask. Processors are task driven and don’t actually do what needs to be done or is requested, ie, demands have to be babysat to get organized or input into MDP. Processors no longer do certain tasks so adjusters have to do it themselves. The people in Pune also have no idea what adjusters are requesting or why it is important and cannot be reached by phone. We have to stay on the phone and take inquiry calls so we can’t do our own work. Injury evaluations are micromanaged and the ECs will always cut down the value. Tell your manager you are stressed and be told work harder/smarter. Bad raises. Overwhelming workloads. This is just some of it. So…..of course I left and am much happier.