Liberty Mutual Insurance reviews

Workload required is unsustainable. We are often working 150%-200% of our "quoted" claim volume each week. Burnout is very common. 37.5 hour work week does not actually exist. Nobody is going to hit their metrics with the volume we have without clocking overtime. Most of my peers who are hitting their metrics are logging in 1-2 hours a night at home each day. Lots of FTO is offered, but adjusters dare not ever use them because you will be overwhelmed when you return. I know several peers who use FTO days to take a day off claims just to catch up. Managers allow this as normal because they need to hit their own numbers. CI and RCPS is a very easy cop out for management and upper management to lay problems on adjusters instead of fixing them. It is nice to have input into the system, but not when you're doing nothing and say a problem exists because we haven't fixed it yet. Nobody has time to look into it thoroughly without sacrificing hours away from their desk. We are basically adjuster inside a glorified call center. Its a highly specialized role that has been turned a churn and burn factory. It is pretty easy to move from one claim field to the other, but to step outside of claims is impossible. Your call center and claims adjusters are the backbone of the company we cannot deliver the promise you make to customers. I think you will be hard pressed to find an adjuster who doesn't have one or 2 applications pending.

- Treated like a machine. Tethered to your desk like a factory farm animal. Extreme pressure to perform within many metric guidelines. - Many applicants are unaware that Customer Service Representative position is actually a sales job. Reps are held accountable if sales agents fail to follow up on leads and close them. You can lose your job because someone else does not do their's. Inadequate training given to help a Rep figure out the products or how to get a customer's permission for a lead. - They don't tell potential hires that if they don't pass the licensing test that they will not be hired. - Subpar training led by agents from local sales offices do not have the expertise to train adequately for a call center environment. Good luck navigating a 10,000 page web site, satisfy the customer and follow correct procedures in five minutes or less. I learned everything from other Reps in the few spare moments available. - Point system punishes unexpected absences like a parent with sick children. At 7, you can't get promoted. At 9, you are terminated. This policy is very unfair to working parents. Points take 365 days to fall off. - You cannot look at your phone for most of the day meaning if a family emergency pops up, no one can reach you. Supervisors have their cell phones out frequently which is poor leadership. - Limited bathroom breaks. "Train your bladder". - Extreme expectations cause many to burn out. The metrics are impossible to maintain perfectly and give the "world class" customer service they expect. Reps are expected to take calls over rate increases and if the customer is still angry and writes a bad review, it goes on the Rep's record no matter what. This is incredibly demoralizing to take a hit for reviews about issues beyond your control like claims and Roadside Assistance. - Intense micromanagement: Every second of the Rep's day is accounted for. You will clock in and out all day. Puzzling that breaks are off the clock. I left because of a supervisor who questioned a bathroom break. My numbers exceeded expectation, too.