Might sound crazy, but some people have a built in work ethic, and care about the people on the other end of the line. Absolutely those workers are continually abused and taken advantage of, while rewards seem to be distributed based on everything but results.
Whenever I see someone making a big splash, doing well, and carrying theirs and others weight, I know they will either be reassigned to a department that is a mess and desperately needs help, and likely quit due to the massive quality of live drop, or end up quitting after a year or two, once they realize that State Farm wont value that hard work monetarily.
Some people work for huddle shout outs, $6 100 year anniversary cookies, and kudos. Chances are those are not the hard workers who are keeping claims afloat. Most are working for money and a life outside work. State Farm doesnt recognize this regarding claims handlers.
This is why its so hard to find decent claim handlers. Anyone with half a brain will go make the same in an easier industry, or more, elsewhere.
SF needs to get it together. Realize a good dedicated worker is claims is super rare, and should treat them like a software company treats its programmers, rather than like how retail treats its workers, with that "when are we getting self checkout lanes" attitude. It does feel with the automation push that example holds up to reality.