Liberty Mutual Insurance reviews

Do you want to be a part of a growing cult? Would you like to work in a slave factory? Are you easily manipulated and & love being babysat? Do you admire incompetent management? Do you have a desire for following countless rules/regulations/policies that make it so you can't get your actual work done? Do you love having your opinion count for nothing? Do you enjoy having pointless meetings that don't accomplish anything? Well join Liberty Mutual then as a claims adjuster! They offer an impossible, insurmountable workload combined with unrealistic expectations! They even offer "The Million Dollar Challenge!" This where you are supposed to pretend that you will get a million dollars every time you give a customer the best customer service possible that you can give! The man in charge of this sinking ship is a chemical engineer who has no claims experience! This man's right hand man was great at giving uplifting, motivating sermons to his flock (employees). One of the best methods Liberty came out with to herd their sheep was by implementing LMS. It was their main doctrine of mind control and brainwashing. Part of the LMS master plan was to have 2 pointless meetings everyday. In these meetings the adjusters got to say their pulse for the day: if you were feeling good today then you were green, so-so = yellow, and angry = red. If you said anything other than green, then you were peppered with questions such as: Well, what is making you feel this way? What can we do to help you get green? After playing color games we got to say our plan for the way & whether we met our plan for the day the previous day. If you didn't meet your plan from the previous day then you were subjected to the following questions: What obstacles got in your way or prevented you from achieving your plan? What can we do to help you achieve your plan for today? The obvious answer to these questions was there was too much work but of course management didn't understand that and refused to accept that as a reason. After this we got to discuss our "wins." This could be anything!!---for instance I was able to get ahold of a claimant who I had trouble getting ahold of or I closed 3 claims! There were never any losses however. We were also blessed to discuss "voice of the customer." Now every customer was always pissed all the time because of not enough employees but we always had to come up with something. Management kept track of every imaginable stat there was---a lot of these were written on a big white board. It was obviously impossible to keep your stats up with the workload we had. Some of these included the percentage of how often you answered your phone or how many rental days you averaged. It got to the point where so many customers were pissed, that management & upper management were getting a ton of escalated calls everyday from everybody. Management's magic solution: Every adjuster had to physically write down every voicemail they got & return it to their manager 3 times a day!!---9 a.m., 11 a.m., & 3 p.m. It was babysitting at its finest! It never crossed their mind that maybe they should just hire more employees and then none of this would be happening. One way they solved problems like this was by having "root cause problem solving sessions." These were the biggest waste of time yet! Instead of simply coming up with a solution to a problem by doing a little brainstorming, we had to go into a conference room, define the problem, identify what led to the problem, how this affected the adjusters morale and workflow, eventually find a solution, and figure out how to go about implementing this solution & who to run it through to get it implemented. Did it need to be escalated? A simple problem would take an hour to solve when in reality it could be solved in 5 minutes without this ridiculous process. Liberty's grand scheme was to convert all its sheep into cult disciples. One of the best ways they did this was by having a "superheroes of service" meeting. Management dressed up in super hero costumes to try & inspire us! "Process walks" were another invasive tactic used by management to try and help its flock. All this was, was your manager sitting with you at your desk and watching you do your work. All this did was slow you down because the manager would be asking you a thousand questions. The main man in charge even did a process walk with an employee. In his "process walk" he tried to convince this employee that a stopped school bus was somehow liable for getting hit by a passing car. The head honcho LOVED numbers---he loved graphs, math equations, etc. Afterall, he was a chemical engineer so he took a lot of math courses back in India. Only thing he cared about were numbers. He should've won the Nobel Prize because he came up with a complex formula that calculated the number of employees needed to do the workload! This secret formula is closely guarded & hidden from other insurance carriers. Unfortunately, this calculation was horrendously in-correct. But he would let you know that according to the numbers we were where we needed to be! Heck we were overstaffed! The overwhelming workload combined with the ridiculous expectations and countless stats were all a ploy to prevent employees from getting raises and bonuses at the end of the year. This was also used to write employees up constantly. You were always in fear for your job. The turnover was horrendous. People were quitting or getting fired just about every week. A lot of adjusters who quit hated it so much that they just walked out without giving notice & had no job lined up. One guy hated it so much he quit & got a job at Whole Foods! The stress is astronomical and several people quit because their Dr. told them they had to. Also, processes and guidelines were changing by the day so it was impossible to keep up with everything. In conclusion, management was so out of whack and hypnotized that my manager got demoted and became a servant like myself. She soon found out how impossible and messed up everything was. She quickly transferred to a different department.

I was overworked and undervalued. I worked there for a little more than 4 years. I was transferred from my original office on the east coast to a new office on the west coast as an "incentive" and ran into the same issues at both locations. There aren't enough people to handle all the claims. Good employees are forced to take on more work because they have good performance scores (the audit system is a biased mess of favoritism - get rid of it), without any compensation or recognition. They then become overworked and are then punished for any decline in their performance. Management is useless. They have absolutely no idea how claims are handled anymore. I have had to tell managers that their recommendations on my files are illegal in the state/area where they are recommending them. Don't expect guidance or assistance. Do expect to be thrown under the bus when a customer calls to complain about Liberty's claims handling processes, even though you were just doing what your manager instructed you to do. When it turned out my manager -who hired me- didn't know how to pronounce my name (and introduced me to a customer with that butchered name) I really wasn't surprised. They change processes often. I was there for four years and the process changed every year. Our claims handling did not improve, we simply had more work and more meetings to attend. I felt hampered by these processes and was embarrassed by the quality of work I was providing to my customers. The one thing management is excellent at is micromanagement. Everything is monitored, from every time you log out of your phone to use the restroom to the now necessary swipe of your badge before you can use the printer. They can run reports on how long your bathroom breaks are. They can run reports on how many pages you faxed in a day, or how many sheets of paper you printed. I don't know what functions these serve when everyone works through their lunch at their desk and stays late every day. It only makes us terrified to use the toilet. It is now practically mandatory to provide recommendations for change because they love change here. Managers will hound you for these recommendations in mandatory meetings. The thing is, your recommendations will all be shot down as "too difficult." These recommendations are things as basic as "hire more people" and "train people better." I fail to see how those are "too difficult." Requests for assistance are ignored. Blatantly ignored. I was sending emails to management with read receipts I was so desperate, emails with the word "help" in the subject line, and they were never opened. Turnover is terrifying. I had 7 managers total while working for this company, 6 of them in the last year and a half. I lost track of how many claims handlers quit in the last year. 10 maybe? When you walk into the bathroom to cry privately because you're exhausted and overwhelmed after being screamed at, and you find a coworker already there doing the same thing, you realize that you've made a horrible mistake in taking that job offer. No paycheck is worth that. Oh and… that happened multiple times.