I don’t know what management is doing. Like I genuinely just don’t know. I’ve appreciated the attempts to bring our software up to date, but the software most lacking continues to remain our only option. The letter writing software used for every letter is slow and frustrating to use. If they just fixed it or got rid of it entirely efficiency would probably sky rocket. Be afraid to question things or suggest improvements. I’m incredibly efficiency oriented, and also simply don’t like wasting my time. The issue is that everyone is just so set in their way of doing things and how they were taught that they never question if it can be improved upon, and being a lower level employee, they feel suggestions for improvement to be undermining. There’s a constant requirement for unnecessary details to be added to files, when clearly the entire company struggles with inefficiency, so it only furthers the issues. If management genuinely communicated with the lower level employees a lot of minor issues could be resolved, but the general answer is to continue an inefficient and unnecessary behavior “just in case.” The inefficiency is clearing costing us customers. Furthermore, it’s clear we need to start overhauling the ratings. It seems instead of trying to capture new business, they instead have opted to simply increase the rates of those who stay with us. It seems like the only people who can get a fair rate are approximately 50 years old. I’m aware younger drivers are higher risk, but our ratings method basically completely excludes them. I’ve checked my rates, and even with the employee discount they would be significantly higher with amica, and I’ve only ever been involved in one incredibly minor accident years ago. Also, the Bodily Injury and Homeowners adjusters are basically entirely unreachable. In the years I’ve worked here I’ve literally had maybe 2 or 3 of those adjusters actually answer when I tried to transfer a call that was for them. Lastly we have what, like 200 FNOL agents? They’re literally all licensed throughout the entire country. If APD is struggling with workload so much just open APD offices in the SCOs and see if FNOLs would be interested in a promotion. Would basically immediately resolve all workload issues. Half of an FNOLs job is basically just saying they can’t help people and someone will need to call back. Let them help
