Pros
Fair pay. Work from home. Room for movement in the company. Health benefits. Nice match on the 401k - I started over 3 yrs ago. Before Covid, the job was quite manageable, got to see co-workers everyday for support when things did get tough. Depending on the office, upper management will help however they can, my office supervisors and managers were amazing at helping us when things got too much. The pay is higher than most other insurance companies and you do get extra each year.
Cons
The workload is the biggest issue, especially since Covid/parts shortage/shops backed up/rental companies w/o cars. The metrics we need to meet didn't change with the current environment. Also, customers have pretty much lost all niceties since Covid, so you get yelled at A LOT. Since you are salaried, even if you get blasted with a ton of claims, they don't care if you work 10 hrs a day multiple days. If you are falling behind, figure it out or check the OneNote was the common answer from corporate. I feel the company has severely changed since Covid and not for the better.