I have previously worked for State Farm for a year
& quit, I have seen & dealt w/ claims
being processed. The agent I worked for was an
absolute fraud & tricked customers. She was so
sweet & nice to their faces, even promises
them she cares for them & will take care of
them & “loves her policy holders.”
But unfortunately actions speak louder than words
& I got to see the ‘behind the scene’s actions’. She
would delay claims on purpose so it didn’t
“go against her stats.” And then tell
the customer it was the “other
parties” fault for the delay. For homeowners
insurance, there was a lot of delays &
denials. Some luckily, get approved. If the
customer had the staff members help process their
claim, we would all do our best to submit claims.
I would call the 800# to the claims dept &
have them investigate certain claims & process
them, etc. NOT the agent. If I would have advised
her of claims (which I tired on several occasions
b/c she is the agent & it’s her job
too), she would do nothing & brush it off,
shrug her shoulders. UNLESS it was a personal
friend/family member of hers. Now she ONLY cared
about claims if it is the OTHER company that was
at fault. She would want us to go after THEM for
the money, but of course did nothing if she or
‘state farm’ had to lose any money.
Now she is bilingual & has many friends in her
native language, therefore she would ONLY assist
these policyholders properly & fairly, it was
up to the rest of the staff to assist all other
policyholders. So that is biased, unfair, &
very discriminating. She would have us call people
for yearly “reviews” BUT ONLY those
who don’t have LIFE INSURANCE so she could
offer that to them. She never discussed their Auto
or Homeowners Policies. If they had questions, she
brushed it off. A lot of them have been harassed
many times to get extra insurance to bundle &
they have quit answering our calls or coming in.
(After being called 20x’s, I’m sure
you would too) She is all about the sells, sells,
sells b/c HER BOSS pushes sales at her every
month. If she has a big claim processed from some
customer, her boss will defiantly address that to
her in their monthly meetings. This is a money
making business, therefore they mostly discuss how
many sales were made, claims processed, etc. And
yes, I saw many, many rates go up unfairly to
customers but we would only explain ONE reason why
their rate increased. We didn’t want to
confuse the customer by telling them ALL the
reasons it went up or upset them further. There
are discounts customers DON’T know about
& I got in trouble for giving the low mileage
discount out to too many customers, I had to slow
She told us she would not hire “black people” only “whites”, obviously raciest. ONLY hires Christians/Catholics, which yes, we were all Christians, but during my job interview she asked what my religion was, if I went to church or was “practicing religion” if I had children, etc. Those are ILLEGAL questions. She would bluntly argue & preach at customers if they openly admitted to not being Christian/Catholic. She told one customer he deserved to die & go to hell b/c he is HIV+ & a homosexual. He was applying for a Life Insurance Policy & had to answer the medical questions which he was humbly honest about. The office manager girl went out to him & hugged him & apologized on behalf of the agent & advised him that Jesus would never say that to him. (He mentioned he might sue the agent, but he is poor & the Agent is wealthy, so he doesn’t stand a chance) And to the Christian customers, she would use God’s name and religious words to “sell to them” So I believe, Christians are actually more gullible than the non-Christians to truly believe she had their best interest at heart. She would say “I sware to my God & I put my hand on the Bible, I’m not lying to you, I love you, I take good care of my policy holders. I love my Lord, I would do anything for my policy holders. I am a good Christian woman. I have been an agent for 30 years, I am a good standing citizen” bla, bla, bla. So A LOT of positive affirmations. It’s a great trickery for a narcissist & it really does work mostly on the Christians or spiritually inclined people. Others just want to see action & see the facts & results, not the trust of words.
Now a lot of agents in all insurance businesses hire staff to do the customer service work for them & claims, I get that, that’s perfectly fine. They just manage the office, or handle complicated work, etc. This agent does NOT know how to do any computerized work (only 1 old school system & she’s extremely slow) customer service work, or billing. She refuses to learn b/c that would be “beneath her” (I don’t know any owner of a business that doesn’t know how to run pretty much everything in their business if they ever needed to. )…..It’s great she can even work the phones & check her email, thank goodness. The office manager she hired (a 24 yr old) would always assist her.
If we made an appointment for the agent b/c the customer didn’t have Life Insurance w/ State Farm, then customers would spend usually an hour WAITING for her to arrive & see them, 1-3 hours sitting there while she stumbled through the computer systems trying to figure out even basic information. And she would CALL the 800#’s in front of the customer & have someone DIRECT HER on what to do. I just sat there listening to this disrespect to people’s time & yet she demanded respect for her time.
In regards to the employees, as a company, State Farm offers absolutely NO formal training, we had to learn & teach ourselves. They do NOT train staff of agents, it is the Agents job b/c we were the employee of the Agent only– NOT State Farm. That was told to us over & over. Only she was important to the company/corporate, never the office staff. That goes for EVERY Agents office. Now a system’s analyst will come in ONCE a month & train us for a couple hours on the different systems we work. So we spent several hours a month desperately learning whatsoever we could & very quickly. He travels to many agents offices in our area, so he can only spend so much time w/ each office & some offices have high turn-over rates, therefore he is training new people all the time. But I have NEVER worked anywhere where I wasn’t properly trained, that was crazy. The agent is ONLY in the office 2 hours a day. That means, she only works for 2 hours. But she would be on the phone w/ foreign speaking customers at home a lot.
The 24-yr old office manager was awesome! She ran that office & was self-taught. The customers ONLY called for her for problems & ONLY went into HER office for anything. One time another Agent from State Farm came to visit & give us tips for getting more “sells” & the whole afternoon we were so busy w/ customers calling & coming ONLY to see the office manager girl, NOT the agent.
One time a customer went to the office manager’s desk & the agent said “Hello” to the older gentleman from her office & he slammed the door in her face. He was not there to see the agent. So there was defiantly quite a bit of people who did not care for the agent (mostly b/c she in incompetent of her work or she is extremely pushy w/ sales, but in a disrespectful manner). I could go on & on w/ stories…..alot of customers would hang-up on the phone w/ her. She would call them back telling them how rude they were. (If they answered)
I am explaining the work environment only b/c as a customer, you would hope & trust that the office is run correctly for your benefit. But if the agent doesn’t even know how to do work on computers….It’s like she’s uneducated. Yes, she has a degree & somehow passes her Insurance Exams to be licensed (decades ago) but I think her age has gotten to her & she can be senile. It is the office staff that successfully ran the business & kept HER business afloat. Another time, she argued with a customer about Life Insurance Laws/Rules. The customer used to sell Life Insurance & therefore KNOWS the legal rules associated w/ our state & the agent argued that the customer was wrong….it continued until the office manager girl stepped in, politely advising the agent she was incorrect & the customer was right. So that ended the argument.
I would never keep my insurance policy w/ an agent if they didn’t know the law on insurance, didn’t know how to answer coverages or billing questions. I feel the reason customers DON’T cancel b/c they believe in StateFarm as a company. They are loyal to the brand. The agent, in fact, worships the brand because it provides her the financial lifestyle she is content w/. This office is extremely poorly run, and you think corporate should know? Of course they know. The one year that I worked there (2017-2018) I worked with 4 woman & 1 man that lasted 3-6 months each & quit. One female transferred from ANOTHER StateFarm office (she ONLY had negative stories to tell us of how that office was run) Two of them reported her to State Farm Corporate, the Labor Board, and the State General Insurance Committee for fraud on lying on customers applications. (I have not actually reported her) This is what happened….nothing. She had phone calls about the reports & My boss’s boss came in to question her on the illegalities of these reports on staff members AND customers …..& they had a nice chat, ate lunch, called his wife on speaker….& he went on his merry way. He did NOT question the current office staff which is illegal & he lied for her to give a positive note that whatever reports were made were “false”. There was absolutely no investigation whatsoever. Yes, they had ONE door open in her office & I could hear EVERYTHING. He was basically acting as a lawyer on behalf of her & StateFarm. In the beginning of his speech, he literally said he was there to protect HIM & HER. That is why I wouldn’t waste my time reporting her. I’m the person in the corner, quiet, but watching all the injustice go down. I believe corporate wants to keep her business running, b/c #1. She speaks a foreign language others do not & they need her to communicate & gain policy holders w/ them. (they are all of a wealthy foreign class as well, so they know she has connections w/ the wealthy) #2 she has been an agent for 30 ys. Therefore has “earned her keep”, a long time standing. #3 She has a big book of business, thousands of policy holders in her files. It’s all about the money. Did she get all those new customer’s herself? Only the foreign ones who speak her language….all of the mostly Caucasian policyholders were TRANSFERRED from other agents who retired or died in our area. That’s right. And the previous staff built up her book of business too.
I have read positive & negative rates on this website. Please look at the negative ones, they are all people who have had actual CLAIMS. Now read the positive ones….90% do NOT tell you they have claims. Their vague…only saying positive affirmations like “I had a good experience” “I like how I can manage my account online. I like the app….” can you give an example of a claim please? Have you EVER had a claim? I want examples of the positive & negative. The good, the bad, the ugly. When you read the negative commits, they give CLEAR examples. They give FACTS. Through all the negative dirty laundry I have put out here, I would “hope” other agents offices are not run this way……but even IF ONE OFFICE is allowed to operate in this manner & knowingly by Corporate….can the rest be trusted? In the end of my employment, EVERY staff member quit working within a month of each other b/c of drama the agent continued to cause. There was harassment to all staff, the agent demanded the staff pay for a Life Insurance Policy by State Farm only. We were not allowed to have a Life Insurance Policy with any other company and She even paid for our 1st month’s premium when we 1st got hired which is ALL VERY ILLEGAL. I did not want to cancel my Life Insurance Policy with another company, so she threatened to fire me, so I quit. Drama, drama.
I called another agent in the area to switch my Renter’s Policy over to his office & the woman who answered the phone stated I would have to “email” state farm to do that, they “don’t do that in their office” I’m thinking, “yes you do, we did that all the time at our office. But whatever, it’s NOT my job as a customer to email the company the company & do extra work to switch agents. I will just let that lapse & go w/ another company.… read more
Reviewed by: @janessajanessa