State Farm doesn’t care about their customers or employees. They ONLY care about unrealistic metrics and money. These numbers are discussed on a weekly basis and displayed in front of the entire team during these “huddles”. You’re constantly reminded how crappy of an employee you are; it’s demoralizing. I like to take my time with these customers and provide them ALL of the information needed. I make sure the claims process is thoroughly explained, but that’s not what State Farm wants nor values. It’s about how fast you can get their customers off of the phone. This is why so many claims are mishandled and require “fixing” because majority of the claim reps RUSH in order to meet metrics. I’ve had several customers tell me they plan to cancel their policies due to the claims process during my short tenure there. The steps State Farm expects claim handlers to follow in certain situations takes more than 9-12 minutes which is why several choose to cut corners and jeopardize the claim. State Farm also has a snitch system called, “feedback”. If you accidentally forget to update something then ANYONE that gets into the claim after you can send a complaint directly to your manager who then forwards it to you. Coworkers have told me that they’ve received a feedback for not updating the vehicle location which was drivable. That’s not detrimental to the claim, as the car moves!! Majority of the employees I pass in my 21 story building look unhappy. I didn’t understand why in the beginning, but I get it now. I used to be excited to go to work and all of that died rather quickly. The turnover rate is astronomical! Several coworkers I went through training with are already gone. The metrics literally drove me to insanity, as I had to seek medical treatment for depression and anxiety. You’re not eligible for an ADA accommodation if you’ve been employed there less than a year as told by management.
