Sales Leads saying by end of fall all agency services will be done away with and agents will be totally on their own only submitting wsrs for some things with the rest being what it is. No live support or area to go to whatsoever. Also underwriting completely automated and outsourced. Any truth to this? Is this just specific to east zone? Agents just being left to fend for themselves?
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I had a CCC customer call our local office saying he could not get a person at 800 and could not get his ID card from the APP. He didn't have a policy number so I am not able to access the policy.
I am sure that asic chat is not going away for captive. it is become very efficient vs waiting on the phone ten mintues to talk to someone. I get on a chat and resolve in a total of 5-7 minutes on average. If you are being efficient, you only have a rare billing question. They straemlined billing services including everything down to suspend ezpay.
The company has not been “great” for over 20 years. It is simply dying a slow death like most other captive companies. That is why they are pushing IA’s and direct. It’s much cheaper to operate in that space
They are not taking the chat away, it is moving to Pune. You do know they have licensed adjusters over there, don't you? Transformative Growth will send many roles into automation and overseas. Tom and Glen are all about saving money without concern for any of the employees that make this company great.
You are fielding claim questions through chat because the incompetent claim department refuses to. They are an embarrassment to the insurance industry which you can clearly see by the endless posts on this site.
I work in agency chat and it’s not going away . We get up to 2-3 chats at a time from agents on anything from policy questions , status of claims, setting up rentals for insureds, coverage questions, etc. We are licensed adjusters.
Yes, it’s all true. Agents used to be able to call with questions or escalations. That service was then moved to chat. The chat in the agency support will go away in about 60 days
It’s not the expenses that are the problem. It’s the horrible sales management team they have in place now.
We are going through same thing here in CCC. So much automation and about half the customer interaction are chat bots. A lot of rumblings about CCC going to vendors by end of year. I don't think it is just agency service and claims. I think a lot of us stateside are effed.
I work in underwriting. Excellent! (sarcasm). I believe what you heard is true. Some of the chats are already automated and using robots. They hinted to us that we may be relocated to another department a few months ago. Maybe that has changed. All of our time is limited. After they get rid of agency support then I would think agents are next. I feel you have at least a couple years before that happens though. Allstate wants a direct to consumer like Geico without agents eventually
ASDU has d-mbed down, removed, and automated many processes over the last year. They are priming for a shift to India. Get ready to do the needful.
If the company is going in that direction it will be countrywide. I’m sure the goal is to continue to reduce the expenses. I wouldn’t worry too much because the current service levels are a complete joke, so it won’t be a huge change to fend for yourself. The real issue is how long the captive agency system can survive in our industry. They can’t simply keep cutting commissions and expect everyone to fall in line. There will be a breaking point which will come sooner than you think.