Micro managed to death! They talk about how you’re your own employee and you have the freedom to get your job done BUT make sure you answer as many calls as possible AND make sure you go off this checklist that make it impossible to have a proper conversation with your customers. Every single thing about this job is measured and they are not afraid to make you feel bad about not being up to their “standard” which they move the goalposts every day. You’re expected to “make a connection” with customers who GOT INTO AN ACCIDENT and need something from you. “Very transactional” is a common comment on how my phone calls are graded. Thank you, Sherlock, they called me for a business issue, so I resolved that business issue. I guarantee you the people making these metrics and goals have never done the job or haven’t done it in so long they think it’s realistic.
They put so much on the plates of the auto damage adjuster which have nothing to do with their job. We’re graded on our efficiency by the number of inspections completed but they completely ignore the administrative stuff after the fact. Chasing down a customer because they don’t answer their phone, schedule a time to meet, or do a supplement on your own claim? If you do 5 of these a day but don’t complete a new inspection GEICO looks at it as if you didn’t do anything that day. Even though if took all of your 10 hour work day. OH and the realistic amount of work is 10-12 hours a day but you’re only expected to put in 7.75 hours REGARDLESS of your true hours worked. Google “GEICO overtime class action”. We have an entire department staffed to handle towing but what does geniuses at home office do? They decide the local ADs have to do their own towing. All the responsibility none of the pay.
We’re expected to only cover what is owed and damaged from the accident but the moment a customer complains they bend over backwards to try to “buy” a survey. It is textbook unfair claims practice but anything for an excellent survey, amiright?
The customers are the worst. They expect you to do everything for them. You get berated, insulted, and down right dehumanized but you’re supposed to take it and try to get an excellent survey. It’s one thing to get reamed by customers but it’s another when even your management team doesn’t support you.
Don’t walk away from the job, run. Don’t even apply. They do not care about their employees. Everything GEICO does is to maximize profit and work their employees to death. If you love your sanity, have a family, or want to be treated like a human, don’t apply.
If things get better, I will change my review to reflect it, but as of now, -10/10. People are leaving in droves and new hires run as soon as they see the toxic culture.
