Great from the outside, rotted to the core - Claims Officer Zurich Cover-More Employee Review

Many in management positions have a flagrant disregard for the welfare of employees or claimants. Absolutely no follow up on continuous E5 & systems issues that impact the ability of employees to complete their job. Company markets itself as having flexible working arrangements for staff but will revoke and alter them with no consultation or warning, often as a punitive action. Zero support for staff that encounter threats from claimants or have to deal with situations in claims or outside of work that arise due to traumatic incidences such as suicide. The company retains an auditor that some team leads describe openly as a bully. At least one of the team leads has made racist comments on multiple occasions and when it was brought to their attention they laughed it off. The training system is an utter joke and there is zero helpful ongoing support. Management has recently decided making outbound calls forms a part of KPIs but no one within the business is able to answer how or where that is the case. In training and in initial interviews COs were sold on one of the primary benefits of working for Cover-More was that there was no call work except for high quantum claim denials. When prompted for a structure to support staff around call techniques or proper legitimate policies surrounding customers who do not wished to be recorded or for claimants who threaten to self harm management has refused to do so. The absolute biggest con is what senior leadership call 'blitz days' where everyone is expected to take no breaks and many staff are instructed to request a piece of further information from the claimant without properly examining the claim simply to reset the GICOP day count. Run of the mill takeaways are provided as an incentive not to ask questions about the additional hours worked or expectations on those days. That and the expectations to process claims differently for people that are involved with leadership such as CEO Hanno Mijer whose acquaintance had a claim denied in line with standard policy and the employee who delivered said denial ended up having flexible working arrangements taken away.