If you’re desperate for experience, it’s a job. This company operates is a churn-and-burn sales factory than a responsible employer. There is a heavy emphasis on pushing sales at all costs even when the customer is already on a plan that's best for their needs. This is healthcare we're talking about, so these decisions can literally impact someone’s life or death. Management is fully aware and still encourages agents to override what’s best for the client just to make a quick buck. It feels like we are scamming seniors.
The micromanagement is exhausting. Agents are monitored down to the second. Everything from bathroom breaks to "after call work" is timed. You're expected to be actively talking to someone for 65% of your shift. There's little trust from leadership and it shows. The culture they boast about doesn’t exist in practice unless you count being treated like a machine as “culture”.
The company operates out of the Willis Tower, which is an expensive and unnecessary location for a call center. The role doesn’t require in-person presence, yet you're still expected to be there, which only adds to the daily stress without benefit.
Performance incentives are extremely demotivating. Sales goals are intentionally set high and hard to reach. Bonuses are based solely on client retention rather than commission. Worse, if you leave before the payout period, you forfeit your bonus and the company keeps the money regardless of how much work you put in.
You work an 8-hour shift with a 1 hour unpaid lunch. The health insurance plan is high-deductible and the company only contributes $100/month. The cheapest option they have available still costs about $120/month from you. Vision and dental coverage are decent, and the 401(k) plan offers a 3% match with a 5 year vesting schedule (you earn 20% per year).
Time off is extremely limited. You start with 10 PTO days per year which are accrued plus 5 sick days. If you don’t have time accrued and get sick, you’re expected to use PTO. A doctor’s note is required for any illness-related absence.
The company only observes 6 federal holidays: New Year’s Day, Memorial Day, Juneteenth, Fourth of July, Labor Day, Thanksgiving, and Christmas. If you want time off for the holidays, you’re expected to work Saturdays during the Annual Enrollment Period (Oct 15–Dec 7), which results in burnout and fatigue during the busiest and most stressful time of the year.
The commission structure is completely skewed. CMS pays around $600 for each new policy sale and $300 for renewals, but agents only see a small fraction of that. The big bosses rarely comes into the office, and when they do, they’re typically gone by 2 p.m. Unprofessional behavior is rampant, including inappropriate relationships between managers and agents, adding to the feeling that this workplace operates more like Wolf of Wall Street but without any of the rewards.
The company will cover your licensing and certifications, but if you leave, they hold onto your credentials for six months. This blocks you from getting another job in the insurance industry during that time.
