My group has been tasked to create education materials to WNS and another vendor to prepare them for working claims. Adjuster training and licensing is also being done as well for these vendors. We have been told a portion of their staff already are licensed for adjusting both liability and property and they want to get further of their staff licensed. We were given the deadline to have this all prepared by March with licensing training and testing to be done later in the year. Some of our group did the same for the CCC in mid 2022 when that area's licensed department was rebadged to the vendors. It seems based on what we are being tasked to do that Allstate plans to have vendors trained and licensed to do claims adjusting and handling as part of a move of portions of that department to a vendor. Some of the materials and information we are using is what we used to get several of the Pune teams licensed and trained as adjusters. Just want to pass along what is going on here regarding this.
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Esurance Claims has hired over 100+ in last few months. They need people.
I can’t wait to hear Joe Roofer and offshore adjusters argue reinspection and supplement requests. This also means anyone in claims still left in the US iS going to be dealing with the cr---y claims.
Jump ship to another carrier now, or career field. Preferably the latter, you can automate claims, offshore is just the stepping stone to automation.
or how about transfer the call to the correct person? that would be a big help
What astounds me is that claims is hiring and moved a lot of UL CCC reps to Claims. I was around the last time we tried overseas call centers. It was a horrible customer experience. The differences this time is that there won’t be any knowledge/expertise to bring it back to when it fails this time.
It's interesting that after all the years of Allstate internally claiming our focus was to be on the customer experience that the execs chose a new path. How can anyone living in a very different country and culture possibly understand the nuances of claim adjusting? Never mind how difficult it is to understand their valiant efforts to speak English fluently. Could any of us stateside employees think we could adjust claims for consumers in India?
Many years back Allstate abandoned the notion of overseas-based call centers. Customers hated it, mainly because of the language barrier--and this was a Northern Ireland test center. India? In the end, only senior execs and the pawns in Corporate Business Transformation will remain.
What would be really great is if they transferred claims to people who actually return phone calls. It can’t get any worse than it is now.