Liberty Mutual Insurance reviews

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.

Where to begin... First there is constant micromanaging. You have to enter a special code on your phone if you go to the bathroom and if your manager feels you took too long, you will get a warning. If you take too many calls, you get talked to. If you take too few calls, you get another talking to although no one can tell you what exactly they are looking for as far as how many calls you should be taking. It is a call center environment. The phone never stops ringing although you are told to get work done when you are available (meaning there are no phone calls coming in, which is never). We are always out of compliance with the Department of Insurance for getting required letters sent out to customers in the appointed time (which is mandated by law, but nothing is ever done by the company to minimize this happening). The job and pay is driven soley by metrics which are pretty much unattainable. Right now, their priority is your CSAT score which customers submit via e-mail. You have to have a minimum 4.1 out of 5 each month! Although you handle about 200 claims per month, you will average about 5 surveys filled out. Just one bad score will sink you, even if the low score is for a ridiculous reason (like if the customer gives you a 1 because an appraiser can't come to their home the same day they file a claim -- that's a real example). They will also give no consideration to a low score even if management decisions brought them on. If we are too busy, Home Office will decide to have us go "Code Red" and we are not allowed to make any phone calls for the rest of the day, we can only take calls. When the customer gives you a low score because you didn't call them back, you are held 100% responsible. They will fire you if your scores are too low. For the 5 years that I was there, the metrics were always changing. What they fired someone for last year is no longer important and no longer an objective this year. And even if they keep the same metric, the way its measured will change. You can be their star employee one year, and the next you're down at the bottom because the way they evaluate you completely changed. Also, if you did hit their numbers they can still keep you from getting a raise for "having a bad attitude." Whether management likes you can still be the ultimate factor in your pay even if you hit all their impossible numbers. There are many other issues -- their claims system is terrible and time consuming to use despite having no time to mess with it. Hard working employees are looked over for mediocre manager's pets. If you choose to work here, buddy up to the managers immediately. They will decide whether you are a "chosen one" within a couple weeks of you starting which is before you even start handling claims. These people will move up within a year or so while others who would have earned it will toil away in the same position for years. They will tell you that there's lots of opportunity, but that's only if you are one of the chosen ones. If you haven't moved into another position after 2 years, you'll never go anywhere. There is lots of mandatory overtime and you will work multiple weeks of 50 plus hours. Finally, they have decided that you will handle claims from all 50 states. All other companies are split into small regions so you can give your customer proper service. At LM, you may get a call from Hawaii, then New York, Florida, Oregon, then Ohio. Every state has its own laws and regulations. Its not possible to know them all so you can never really learn the answers to their questions, you are always putting them on hold and looking it up (your manager will also ask why you put customers on hold so much). This is a million times worse for for Total Loss Reps...whatever you do, do not become a total loss rep. They will tell you they chose you because you are so good at your job and blah, blah, blah, but it is a trap. You will have more work, tougher metrics, and it's not a promotion or an increase in pay. If you decide to work here, realize you are just going to be used. You will be expected to smile and not complain. Hey, they just sent out an e-mail telling you they know how hard you work and as a reward you get to wear jeans, even though you've been wearing jeans everyday for the last year and half! You should be happy now!