Started out great but its no longer a career, just a job. - Claims Adjuster Progressive Insurance Employee Review

Job objectives that have become increasingly delusional as the years go by. The current infatuation is the customer service score of which a "5" is the Holy Grail. If you do everything required of you and the customer is thrilled with your individual service but is unhappy with the liability or the deductible and gives their overall experience a "1" or "2" the negative score goes against you even though it had nothing to do with you. The management is so afraid of getting bad scores and being relieved of command they make all kinds of crazy decisions to try and "save the survey" and so we end up paying for things that should have probably been denied for mechanical failure or not being related to the claim in the first place. Its created a basket case work environment and a recent round of management culls has only increased the pressure to get the scores up. Its also weighted so that if you get a bad score it takes half a dozen fives to dig yourself out it. The workload will generally unrealistic. Be expected to get about 25% more claims that you can reasonably handle and pushed to take more work if your supervisor has someone call off because of burnout aka the Progressive Flu. On my team, over the last month, someone seems to be calling off about every other day so the 3-6 claims becomes 7 or 8 and you have to follow up on their calls. The company has centralized claim handling and hired thousands of poorly trained, overworked office claim reps who are mostly out of their depth and are given an impossible task of taking a dozen claims while answering a steady stream of incoming phone calls. Their turnover is high and long term it seems unlikely that the company will be able to provide the customer service the claim to want to provide with this model.