Workload required is unsustainable. We are often working 150%-200% of our "quoted" claim volume each week. Burnout is very common. 37.5 hour work week does not actually exist. Nobody is going to hit their metrics with the volume we have without clocking overtime. Most of my peers who are hitting their metrics are logging in 1-2 hours a night at home each day. Lots of FTO is offered, but adjusters dare not ever use them because you will be overwhelmed when you return. I know several peers who use FTO days to take a day off claims just to catch up. Managers allow this as normal because they need to hit their own numbers.
CI and RCPS is a very easy cop out for management and upper management to lay problems on adjusters instead of fixing them. It is nice to have input into the system, but not when you're doing nothing and say a problem exists because we haven't fixed it yet. Nobody has time to look into it thoroughly without sacrificing hours away from their desk.
We are basically adjuster inside a glorified call center. Its a highly specialized role that has been turned a churn and burn factory. It is pretty easy to move from one claim field to the other, but to step outside of claims is impossible. Your call center and claims adjusters are the backbone of the company we cannot deliver the promise you make to customers. I think you will be hard pressed to find an adjuster who doesn't have one or 2 applications pending.
