Kirt Walker and the OCEO is outsourcing everybody. By 2030 Nationwide Insurance will only consist of AVPs and up plus some vendor relations specialists. Everything else will be outsourced. It's genius, really, but also disingenuous when they break out the "we value people" line over-and-over. Yeah, here's your 60 day notice - that's your value. Now, hit the bricks.
7 replies (most recent on top)
As a former customer, I decided to leave Nationwide due to increasing premiums despite having no accidents or claims. Every renewal brought higher rates, and their outsourced customer service made it difficult to reach a live person without an account number. The worst part was their phone system, where AI would hang up on you. I suggested they consider cutting costs, perhaps by reducing the pay of Peyton Manning and the CEO.
When calling to cancel, Nationwide tries to review your policy for retention. Instead, they should focus on keeping employees onshore to help review policies proactively, so customers don’t reach the point of canceling in the first place. Just a thought—now I can contact my agent 24/7. Saved a ton by switching. Loyalty doesn’t mean anything 7 years raised premiums every 6 months.
Is there somewhere we can provide feedback of what a terrible job they are doing by making these decisions? Not that they would care but they need to be called out on these terrible decisions that are impacting loyal employees
I guess it’s their reputation to ruin. The quality of the outsourced work is average at best, and shockingly bad at worst. The goal is to replace human capital with automation, using the offshore team as a cheap way to keep them afloat until the robots take over.
Live by the sword, die by the sword.
Although outsourcing is common for large organizations, Nationwide has always claimed to take pride in being a people-first company, consistently stressing its deep care for its employees. Claiming to value employees while moving their roles to cheaper markets abroad is contradictory. Previous "co-sourcing" attempts by Nationwide have shown these markets deliver significantly poorer outcomes compared to our US employees. The C-suite consistently shows a disconnect between Nationwide's stated core values and actions like the current and projected layoffs. They may say they’ll cut 5% of employees next year, but the current atmosphere of distrust makes it easy to believe that most roles will be moved eventually. If you’ve worked there in the last few years, you've seen how focused they are on eliminating skilled positions in favor of cheaper labor or poorly executed automation. If this continues, eventually, no one will have a job.
That’s not true. They will instead reduce staff by 5-15% over the next few years and use outsourcing to account for the fluctuation in business. Pretty common practice by large organizations.
They want to be best in class in everything except employees and benefits. Good luck NW. Your lowly employees are the backbone of the company and they get toss aside after a record breaking profit year.