GEICO Claims Management Development Program reviews

-Rules and procedures change constantly, usually on a weekly/monthly basis. Everyone expects change in the workplace, its inevitable. However, change is so frequent at GEICO that even supervisors and managers don't know what procedures are in place at the moment. That's a problem, especially when doing things timely and accurately is a main part of your job. -Metrics/ratings are unrealistic. For example: one of the metrics comes from surveys filled out by customers. A customer can submit a poor survey due to having trouble withe automated phone system or a bad experience with someone else they spoke with. Even though it's clear that the poor survey was not because of something you did wrong when you spoke with the customer, that survey still counts towards your monthly numbers. This is upsetting because your metrics determine your raises, promotions, or schedule preference. -Heavy workload. The "do more with less" attitude the corporation has creates a never ending amount of work for claims adjusters (at all levels). It's hard to feel satisfied/accomplished when you at the end of shift because you know that when you return to work the next day you will have to face any activities you couldn't complete plus more work that was added while you were off. -High turnover and low employee morale. While in orientation, we were told that the high turnover was due to people just not being able to handle working at GEICO because they lacked the motivation/drive. That is the biggest lie. A high turn over rate is a reflection of the company, not the people who work there.

Too many supervisors and upper management clueless about the call by call needs of the employees and customers. Many sups will yell at you if you take a few minute or 2 to document a call so you can be fully focused on the caller during the call. The rules change weekly and there isn't consistency in discipline. People who miss a lot of time and/or take extra time on lunch and breaks barely get a slap on the wrist. Others get fired for making mistakes on claims (that don't affect either the customer or company profit) yet half the claims are full of incomplete information because employees screwed up, yet they stay employed.