Phoenix, AZ claims perspective - Casualty Invest Phx AZ American Family Insurance Employee Review

Most of the managers are in "save your own butt" mode. They drop the ball and seem to pass the buck when it comes to accountability. Noting the files is very important, but you shouldn't have to note the file with the managers lack of action just to ensure your safety. If this isn't done, you'll be thrown under the bus and take the fall. There have been so many issues from upper management that people who have been with the company 10+ years have left. This is huge because of their tenure and pensions. In the last year, the Phoenix AZ office has lost some of the best adjusters with great handling skills just because they don't make the mark on a largely flawed KPI reporting system... What is a KPI reporting system you ask, you don't want to know. I also couldn't explain it because the managers can't even give details as to how they actually work. They also grade you on a customer survey referred to as a "touch point"... If it isn't graded an excellent then, you've failed. Even if your touch point states "the adjuster was amazing, but I didn't like how long my total loss process took". This would cause you to have a negative touch point reflected on your permanent file. The touch point has nothing bad to do with the handling adjuster, but rather the total loss inspector, however, it will be held against you when your raise comes around. Additionally, not one person calls the customer for a follow up to see WHY they didn't grade an excellent. Instead, the management asks all the adjusters "what can we do different to get the excellent". This works at times, but to have a true and real solution, the answer need to come from the horses mouth, the customer. AmFam has truly embodied and perfected the art of "blowing smoke". They will say a lot of stuff that makes you feel warm and fuzzy, but as time goes by you realize nothing they've said is coming to fruition and after years of hearing lies, we've all come to realize they truly don't care about adjusters. And, as they whip their adjusters and hold them to unattainable standards, they reward their agents with all inclusive fully paid vacations and large bonuses... These are different positions, however, they have this thing called "One AmFam" which means we're all one team. If that were the case, the company would treat their adjusters better. The "One AmFam" initiative is quite frankly a hysterical joke that's made to sound good for customers and independent grading agencies like JD Power. I worked In many different fields and professions, but I've never worked for a company that has as bad of leadership skills than AmFam. It truly hurts because I felt that Amfam was going to be the company I retired with... They were suppose to be my forever home. There isn't one adjuster that isn't looking for new employment... That's a bold statement, I know, but since there's been so many people fired and people who have quit, it's easy to talk to every adjuster because there aren't many left.