Artificial positive attitude - Recensione dipendente - Claims Customer Service Representative presso Progressive Insurance

1,0
17 nov 2014
Consiglia
Gradimento del CEO
Pronostico commerciale

Vantaggi

The atmosphere is beautiful; artwork everywhere and it feels like encouraging creativity.

Svantaggi

No available time off, schedules are always bad and unethical, and it seems like their metrics are designed to be able to give them ability to fire people at will instead of actively measuring progress. They also effectively mandate that overtime be used but hurt your statistics if you work through lunch, to get home earlier. In addition, it's impossible to arrange a day off unless you schedule more than six months ahead, so if you become ill then they're already planning to fire you. They're also obsessed with their investment in service centers, which drastically lengthens the repair process and infuriates the customers, which leads to an even worse position. Plus, they're much below the average pay for the position.

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5,0
1 giu 2026
Consiglia
Gradimento del CEO
Pronostico commerciale

Vantaggi

Work life balance is decent

Svantaggi

Management can be overbearing with the micromanagement

5,0
22 mag 2026
Consiglia
Gradimento del CEO
Pronostico commerciale

Vantaggi

Work from home and flexible scheduling, can slide schedule up to two hours to accommodate appointments, etc.

Svantaggi

Unrealistic claim volume, it ramps up slowly when you're in training and then you start getting so many claims you don't know what to do with them. Customer service is constantly preached, but it's not possible to return voicemails, texts and emails timely while managing 20 claims a day. They keep increasing volume, and you have to spend a minimum of 5 hours a week taking live calls, during which you cannot make any calls out on your own claims, and are required to work each claim you take a call on to it's fullest point, even when they are brand new and unassigned, taking you away from taking action on your own claims that could prevent calls. They are incorporating AI and digital tools that were intended to simplify the process and reduce phone time, but customers are upset and refuse to participate, which means claims are delayed awaiting digital statements, and then need more phone calls anyway. The expectations are outrageous.

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