I am tired of wondering if I am going to have a job or not. I have been loyal to State Farm for 32 years. I have trained, and retrained several times and I promise I made State Farm more money and it benefited State Farm to retrain me. It may not always be beneficial to retrain but in MOST cases it is. Now once again they need to reduce their people by about 30% so once again, I am wondering if I will get the ax this time around even though I am a 3/3 rating. I have had to reapply for my job several times but this time it looks like they are closing their eyes and picking every 3rd or 4th employee on the list with no reason as to why. Top performer, doesn't matter. What is the motivation anymore to try and meet the unreasonable metrics they have put in place? Example: There is no way you can put a time limit on giving a customer the service that they need, but yet they give you 2 to 5 minutes to handle a call and if you cannot control that phone call, then the employee is penalized. Even a State Farm employee would not buy State Farm Insurance knowing the quality of the claim service. Insurance is complicated and robots cannot do it. It requires people to use their brain. They want college educated employees to come in and be a robot. Crazy and so frustrating. Makes no sense.
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If only the Agents would hold the hands of the policy holders. They call claims daily and ask us to explain what is going on in the claim. Their staff is not trained and they do not know how to explain the policy and some of the staff do not even know the coverage that the policy holder has. I have been around a long time and I have worked in almost all areas of claims, and I have never seen State Farm have so many untrained employees and agents staff. It is a very sad time for this company. The training needs to come back for the agents staff, and the employees. Not some module that you page through so you can get back to meeting the unreasonable metrics, but true training so that the employees have confidence in talking to the customer and the customer feels taken care of. Cannot do this in 2 to 5 minutes either!
Let’s face it, when they decided to double down commitment to sell product through agent, the cuts have to happen on the IT/operation/claim side. The agent is now responsible for hand holding and demonstrating the value of State Farm. Agents are earning their commissions now. Applicants will no longer be given special consideration for exceptions. Either the customer fits in the round hole (policy issued by system) or doesn’t (policy declined). Automation will make sure of that.
"COMPANY OVERVIEW
State Farm® Story
State Farm, well known for being a "good neighbor" by "being there" for our customers, was founded in 1922 by retired farmer and insurance salesman George Jacob "G.J." Mecherle. We now insure more cars and homes than any other insurer in the U.S. A mutual company, we are focused on our policyholders. State Farm is currently ranked number 33 on the Fortune 500 list of largest companies.
The State Farm Story began with Mecherle's original vision for State Farm: operate fairly and do the right thing for our customers. His vision still guides us today. Our continued mission is to be the first and best choice in the products and services we provide."
State Farm, well known for being a "good neighbor" by "being there" but only 2-5 minutes????
"we are focused on our policyholders" 2-5 minutes? A grocery store checkout clerk is "focused" longer than 2-5 minutes. Person selling you an appliance is focused more than 2-5 minutes.
"vision for State Farm: operate fairly and do the RIGHT thing for our customers. His vision still guides us today - guides us today? If in the beginning Mecherle vision was a 2-5 minute conversation allocation, then State Farm would have failed just like it is starting to now.
"mission is to be the first and best choice in the products and services we provide."
And you are going to do this with a 2-5 minute time limit?
When my neighbors need anything, I never say ok, you have 2-5 minutes of my time.
If you have a neighbor like that, I feel sorry for you.
Hey neighbor, my car won't start. Can you maybe hook up jumper cables and try to help me out? Well by the time I put my shoes and coat on I would have already used 2 minutes, then line my car up by yours, pop the hood up etc...... Sorry, time up. Ask the neighbor who does not work at State Farm..
Interesting. And wow. Not a employee at State Farm, and not ever going to be a customer.
I spend about 3k a year to my Insurance company for home and cars. I almost never ever needed my insurance company except when I was 19 (34 years ago) and that was for a 605.00 claim. After reading this if I ever hear that my current insurance company only allows 2-5 minute calls I am dropping them.
Hey State Farm, this is a wakeup call. You did not get to where you are by allowing 2-5 minute phone
conversations.
And as complex as insurance type questions must be these days, you are already weakening your image with facts like this.
Are agents also allowed only 2-5 minutes per call to attract future customers? Time is copious while you try to get me to sign up with State Farm, but then when you get me and collect my money I am only worth 2-5 minutes?
WHO CAME UP WITH THIS!
The 2 to 5 minutes is the time the metrics allow for phone calls depending on the area of claims you are in. If you go over then you are not adhering to your schedule.
Transfer to all state rep. Bahahaha!
What are of claims are you in? Specialist or Associate? Location I just joined Auto recently I love helping people and enjoy the work. I’m sorry you are dealing with this. Hugs and Prayers
@ transferring to an Allstate rep... bahahahahahahahaha
Agree with the OP. Stuff don't work anymore and the random QTD ax continues to instill fear, panic, and anger.
If I worked in claims, and my manager told me I had 2 to 5 minutes to get the customer off the phone, I'd be cold transferring everyone to the nearest All-State representative.