Our rates are terrible. Our auto claims service is worse. Customer of mine had accident and filed claim. They were NEVER called. Rental place and Service First called to set appointments and repairs. Customer was so unhappy and thought that it was unprofessional. Asked me where the Good Neighbor service was. We are so far removed from the customers. I’m embarrassed that I even sell their insurance. Might be time to retire.
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The company keeps relying on the fact 80% of claims are no brainers (their number) when in reality the % is not that high. We daily deal with the english is their second language type customers that even just getting what their primary language is time consuming.
Agents, some of whom came from claims, had the know how to tell people up front there is no coverage and prevening the claim from being presented. The days of agents and claims working together towards the common goal of serving the customer are over. Employees and agents are frustrated and heartbroken that the ship is sinking. 150k policies lost in January and over 900K lost last year is very telling of times too come.
We need to work together not against each other. The finger pointing needs to go vertically to the top! We are all in this together. We lose, so do the agents.
What you are is a sad bitter claims employee who doesn’t have a clue how the agency relationship works. I would assume you are jealous and envious of the highly successful agents who built this company. You spend the money and the agents bring it in. This is not Geico and those self sufficient customers will go to Geico. Our main book of business is relationship seeking customers who do not want or talk to a bot or self serve. Like you said, you should be fired.
You are right I should be fired because every other company does not work with exclusive agents and somehow survives. I should be fired because we continue to lose money like a sieve and so much of our funds go to agency. I should be fired because I believe the success of this company has been through our customer service and the incredible claim staff that has been around for 90+ years. I should be fired because I believe that the current Board of Directors has systematically ruined the company over the last five years. I should be fired because I live in the 21st-century where people can have independent thoughts and actually use computers to make informed decisions and if they have concerns can go to a multi company agent who doesn’t make commissions over pushing a customer to one big bloated company.. I should be fired because I give my opinion. I should be fired because i am a valued contributor to State Farm claims for over 30 years. P.S. none of the layoffs effect me so I can see this with a jaundiced eye. And I am definitely not beholden to some fat cat who doesn’t push insurance but has a staff to do it while he sits at the country club drinking his Mimosas
There is a lot to be said here....EOM is and was a terrible idea managing through metrics never works, looks good on paper but in the real world it doesn’t cover the human factors. Lack of seeing the big picture.....soon we are coming to a generation of customers that if they can’t purchase and manage their affairs on their phones you lose their business. Our mobile products are garbage period and there is no plan to make this a priority. It’s a very bleak future due to our leaders being so out of touch with real world. The buddy system and the clicks are alive and well. I believe that they wanted to break that cycle Oakley forged during his tenure of ego stroking promoting your friends and girlfriends. But here we go again we are choosing weak leaders that the only word they know is yes. This company could be the leader it used to be but you have to take risk to be number one and start asking for ideas, promote innovation and reward your brightest.
It has actually been about 15 years since "Service First" was a term at SF. And 2funny's comment below has zero SF claim terms in it - we don't say "front line" and no handler would ever have 30 minutes to review a claim or be able to call loss reporting to discuss. I believe trolls lurk here, and trolls are also starting all these rumors.
Old contract agents good luck on your term payments the are going to be gone. You could get a job. At 7-11 bye bye going direct soon.
Old contract agents going to take the biggest hit on the schedule of payments changes coming, should of taken new contract. Mitre have to sell there condo at beach.:(:(:( good luck.
Good luck buddy the gravy train is over it’s going to hurt a lot of agents liviving beyond your mines its going to hurt
Tipsord said our biggest expense were agents and biggest problem. The hit to there income is coming soon>
I hope all my fellow workers survive. Good luck change is coming self-driving car gieco good luck old time agent
Better have a lot of money put away heard new schedule of commissions coming I feel sorry for the agents that never took care of there retirement I cant imagine an agent getting a 33% cut in Commissions and never put anything way> Life changing event. Looks like the rich agents going to take a hit. Good Luck What about the AA97 agents there retirement already ran out, maybe they could get a job at Toco bel. Good luck u are going to need it.
Shame on anyone saying anything negative about our agents. They are the reason we have jobs at the moment. Do not blame them. Blame the current sustem. Many bust their behinds selling the products. I feel bad for them. I get the pleasure of apologizing to them all day for ridiculous mistakes because of inadequate training of new hires and no follow-up. They then get the pleasure of apologizing to the customer for our mistakes. For now we have agents. Don't blame them for this mess. They are struggling just like the rest of us. I deal with their frustration daily and I GET it.
So So sad. Lol. I got a claim transferred to me by express/front line. Took me 30 minutes to read thru it and figure out that it wasn't mine at all and that front line had not completed their job. Picked up the phone and called the Front line rep to make sure I didn't miss something. She apologizes profussely and told me she had 8 minutes to review and work the claim and she ran out of time and just reassigned it to me. I was blown away. And explained to her that her doing so cost me 30 minutes plus a phone call to her to figure out what she had done. Wtf has this company come to. This claim bounced around because an employee is not allowed to work it properly and take care of the customer. Tippy is a numbers guy. She had to get her count. Fu the customer. We have to get our numbers or be fired. Screw customer service. Lol. Too freaking funny. And they wonder why we s--- sooooo bad.
People expect to be called by adjusters when they have a claim. If we are truly listening to the SF customer----this is what they want. At least have an adjuster tell them they will be directly contacted by the body shop and rental car co.
State Farm has always attracted relationship-seekers who expect and demand high touch service. We are not an internet-based company. There are companies that do that much better than SF ever will do. Some of those same companies, like Geico, are now trying to branch out and develop agencies to attract those relationship-seekers. Some people do not like sitting on hold for 45 minutes to get help, and wait a week for an adjuster to make first contact. They want an agent and they want an adjuster.
I hate it that our adjusters have been targeted for termination. We need our adjusters, just like we need our agents. Attacking each other will not help any of us.
The personal touch has been eliminated from most claims...well at least that is what "management" wants. Straight through claim handling is the wave of the future or so we've been fed to believe, that people just want handle everything themselves and don't want to talk anyone ever about their claim....NOT TRUE. Supposedly there are so many claims processed straight through that we never hear about...could have fooled me.
Also we are not given enough time to call out and handle claims...when we are assigned to do new claims we must do 4 an hour to meet our numbers...so if there is a claim that doesn't require a call out, we aren't going to call, we cannot risk not meeting our numbers. If you consistently don't meet your numbers you will get a letter in your shield. Trust me there have been claims where we can tell a call needs to be made because we can see it becoming a problem..but we don't have the time. We have to wait until the upset customers calls us, then we can do something.
"Rates are terrible because we have an entire section of our company that has been outdated for 20 years ...they are called AGENTS" What an ignorant statement. If you are an employee you should be fired. 98% of all products are sold through an agent's office and that is why we all have jobs. Those 19,000 agents employ over 75,000 people who provide the service the policyholders are promised. They are the ones who cover up for the mistakes made by underwriting, claims and SFPP. Without agents SF wouldn't exist. Very few people can go online to buy even an auto policy and purchase the correct limits to meet their needs. No one goes online to buy life/disability/HO policies.
Rates are terrible because we have an entire section of our company that has been outdated for 20 years ...they are called AGENTS
Wow.. if agent does not know about straight through processing maybe it’s time to go.
Yep straight through processing , ATMs, self checkout, online purchases all crazy ideas. Bring back Montgomery Wards, Zenith, Blockbuster, K-Mart, now that was service.
Straight through processing was one of the many mistakes SF came up with. Including Auto ILR.
Sounds like straight through processing. Clear facts of loss, select service and rental were chosen at the time the claim was filed, coverages discusses. The new model is not to call if everything was set up during the initial report.
Better retire before you are forced to take the new contract-no options this time around.