Since 2024, my office of approximately 16 people had lost 7 people, and not even one has been replaced, including the direct loss of a supervisor and a manager.
Toxic management and toxic executives.
They do not take concerns seriously, and are constantly understaffed and overworked.
High turnover , very high stress compated to the industry.
Claims department head and audit manager have a near complete hands off approach and do not get involved in anything day to day other than attorney represented claims.
Auditing manager audited multiple files and would provide incorrect negative points for things that he overlooked entirely ,such as, "you didn't put an MVR in this claim file" and when I open the file to check his work, it's literally right in front of your face, - yet this person overlooked it, docked your score, giving you a lower, incorrect audit score, which affects your raises. Audit manager has never been audited to see if the results are even accurate.
Department head and Audit manager
Audit manager appear to be so far removed from claims that they provide instructions that they themselves are incapable of achieving directly.
MDU/Appraisal department and manager is extremely difficult to work with, causing excessive cycle times, delays, and completely unattainable metrics. A subrogation review assigned to mdu takes 3 weeks to turn around, but cycle time for PD is 14 days, so it's an automatic failure but not becuse of your work.
MDU manager has excessively long response times to direct communication. If you send an email or chat today, they'll get to it in about 6-8 days. This is true for all areas handled by MDU including Appraisals, supplements, subrogation reviews, and total loss write ups.
Total loss department on its own however functions well enough, but that is entirely due to their own efforts, not leadership.
MDU manager is oblivious to their own
departmental issues, such as MDU appraisers working off a different calendar and diary. An appraiser will get assigned a diary, go clear it so it looks like the task has been completed, and then will actually get to it 5-7 days later.
Multiple appraisers do not respond to emails and supplements from shops in a timely manner, causing delays, and Multiple repeated phone calls to extend rentals, apologize for not being able to extend rentals, angry desperate customers who just need help, but you can't because the department head is unaware, and is rigid and inflexible about problem solving, and therfore we are unable for report issues.
Unless you go to HR - who will write down what you said and then never call you back nor provide any solution, so still nothing in return.
Very limited and/or next to no training whatsoever. Your training will come in the form of months of inconsistent feedback and processes that change for literally no reason at all, they just felt like it one day.
I.e. Hey, beginning today, we're going to start denying all of your outgoing payments unless you also now start adding the phrase "PROPERTY DAMAGE RESERVE PAYMENT" McCallen process.
Then you ask an entirely different manager and they say, "yeah I have no idea why the other manager rejected it like that, and it's not required to put that in a check memo. I'll go ahead and approve this payment as is now."
HR does not take issues seriously when concerns are raised, they will listen and document what you say, and then you will never hear from them again.
Day to day work is highly inefficient, with multiple steps of re-work across different layers of management.
This manager here requires something specific and tells you that it's important in regards to compliance, and then when you get a new manager, they will tell you the literal exact opposite of that and says that process doesn't matter.
Well, that extra step or 2 or 3 extra unnecessary steps has now been repeated hundreds of times over the course of several months, and since it wasn't ever required to begin with, you have to wonder why you would be required to add extra steps just to be put further behind than another person in a different office.
Almost no standardization of day to day policies and actual practices, other than a recorded statement guide.
Executives at Assurance America used to be Executives at Kemper/Infinity- which experienced mass layoffs due to gross mismanagement- and those same folks are running this company in a similar way.
