Not enough support for its call center
Pros
Working in operations, I love the idea of helping people.
Cons
No merit increases or end of year bonuses for our Customer service team in 2021. Unless you count the $30 gift card given by our billion dollar making company. Even though it was our busiest and most profitable year. When I started I loved the culture and what the company stood for. These las 6 years or so, I noticed they are leaning towards automation to the detriment of the people that are still taking calls. They have used several automated systems that don't work. They only end up frustrating clients who then clog our lines waiting to speak with a live person instead. They force you to work overtime if they're busy. And will mark you as absent/tardy if you don't work their forced overtime. Their online claims website is unreliable at best and has gone down if too many claims are being e-filed at once. We send letters to clients with misleading info. Want to cancel your policy? Simply call us. Oh, well now that you called, we can't help you since you actually have to call someone else. It's just so darn frustrating that they don't seem to value their long time employee feedback. And the forced overtime is just wrong!