claims adjuster

customer service representative

senior accountant

data warehouse engineer

recruiter

American-Auto-Shield

AAS is a joke. There is no cohesive plan moving forward, it’s slapdash and thrown together. The solution they generally seem to go with is to throw more management at it, but management doesn't seem to manage worth anything. The continued insistence on using their current technologies is ridiculous at best, but those in charge either don’t care, or are too short-sighted to understand. Upper management often asks for things that are not possible with the current infrastructure or make demands that should send sensible employees looking for another position ASAP. (To be clear, these demands were within the realm of the workplace, I never heard of harassment of any kind.) 

I worked in constant interrupt mode, because there was little differentiation of responsibilities and less of a system to send emails the person(s) whose responsibility it was, and with a no-privacy cubicle layout, it doesn’t matter if you turn off email alerts, people will come to ask things of you in person whenever they feel like it. When hiring new employees, it seems like technical aptitude is assumed--all you need is an ordinary interview, no demonstration of technical skills at all!


PTO was non-existent, especially as a salaried employee. Better hope you or your kids don't get sick! Supposedly, this has been improved. Few paid holidays too. My field is one that normally offers a minimum of three weeks PTO at the beginning, often unlimited PTO. The health insurance feels like a bare minimum, despite taking a huge chunk of your post-tax paycheck, and with other employers increasingly moving to paying a vast majority, if not all of your monthly premium, you get a good impression of how much AAS really cares for your daily health, both mental and physical.


Most importantly, there is very little appreciation. I was severely underpaid for my field. An occasional "thank you", especially after working beyond 40 hours a week for a project, convinces your employees you actually care about them far more than cupcakes once a month. Rarely, if ever, did I get a “thank you”. Instead, you’ll get management with no technical literacy asking every day, if not every few hours, whether a project is done, sometimes creating conflicting priorities. A coworker and I once received messages to our personal phone numbers at 7:30 pm asking us about the status of a project. Further, an employee should not be made to feel guilty or reprimanded for listening to podcasts while working, taking a few moments to deal with a migraine (yes, I repeatedly went to work with a migraine because of the PTO policy), or just taking a quick break to reset their mind. This holds even more true if the work is getting done. To make it worse, the policy of what you're allowed to do and not do during working hours seems unevenly enforced. Try to never be late; at one point, a policy was enacted to punish five-minute tardiness. One good traffic accident or enough red lights can easily cause that even if you plan to arrive ahead. I do not know if this policy is still active.


All of these problems were truly evidenced by me watching at least three coworkers get hired and then leave for better pay and better companies in the matter of a few months. If this is what happens to salaried employees, I can only imagine how bad the call center has it.


Compared to the other employers I have worked/currently work for, AAS under performs in every aspect. You won't advance your position internally, and you certainly won't advance your career.


Do not work here!!! I was hired in September and was told that they were hiring during their non peak time to be ready for peak season which typically occurs around tax time and beyond into spring and Summer. I took the day after Christmas off to have a longer weekend with my family, came back to work on Tuesday the 27th and had a "business" meeting scheduled for the 28th and I paid little attention to it since I had been in a lot of meetings since joining the company. I attend the meeting and right from the get go they tell us that if you are in this meeting that the company has eliminated your position due to the company wanting to cut back on finances. They had over hired and did not get the turnover that they expected. 

It was a real treat to be fired 3 days after Christmas and 3 days before New Year's with no warning.  Everyone in the meeting couldn't believe this was happening and even my direct supervisor had no clue when I was messaging him that I had been let go.  They cut our access right in the middle of the meeting. I get it, but companies never care about their employees, but I have never been let go like this and to have it happen during the holidays is just downright awful. I am the only provider for my family. My wife has a lifelong chronic debilitating disease that prevents her from work, so my family depends on me to be our income.

The last few things I want to touch on are the companies policies and how they work. When you have one of their extended warranty contracts they will do anything and everything to deny your claim. They will request photos from repair facilities, service records, etc. Anything they can to either delay or find a way to deny your claim. They use the absolute cheapest parts available and use the cheapest labor guide to find hours that are much lower than most shops in order to pay out as little as possible. Repair facilities hate dealing with the company because they know that we are going to run them around finding any way to delay/deny the claim. Also had multiple times where I would get a high dollar claim and have it ready to go and when I had to get authorization from my team lead since it would be over my limit, all of a sudden my team lead would either find some off the wall reason to deny the claim or deny large parts of it to make it a much smaller payout.

Whatever you do,  do not work for these people and if you have to deal with them as a repair facility, stop. It isn't worth your time. 

What is the best part of working at the company?
Remote, PTO, Sick Time, Matching 401k

What is the most stressful part about working at the company?
Non stop constant calls, no time for follow up on pending claims. Metrics, procedures change every week. The job required us to do everything under the time of the call. 

What is the work environment and culture like at the company?
For a remote employee there is no culture or positive work environment. Just work chats/messages. In my 3 and a half years with the company there was never any time just to socialize, no team building exercises, no events, virtual happy hours, nothing. You have your head in the sand taking non stop calls. There was no culture. Maybe its different in office but as remote it does not exist. 

What is a typical day like for you at the company?
Log in and start taking calls. The moment you log on, you are going to get call. The calls can last on average 15-20 minutes. Depending on what kind of claim/caller you get they can go as long as 30-50 minutes. Often calls go past the 20 minute mark. Especially if it is a big claim, lots of parts, and failures. You are expected to collect all this info in your call. And then verify everything by department standard while still on a call. 

You will do this back to back until breaks/lunch and clock out. The calls very from New Claim calls, and Existing claim calls. You never know what kind of call you will get. You will spend a lot of time fixing claims, or picking up where someone left off and that is where a lot of the stress of the job can come from. Upset contract holders, upset repair facilities, and you have to be the next person to try and close it out. (if you can). 

We have to ask direct management for "work time" to be given the chance to work 10 minutes uninterrupted by the constant calls. You can maybe get 2 claims reviewed in those 10 minutes if you are quick and good at what you do. Otherwise, your pending inventory of claims will sit, and the expectancy is that the shops will call back to move the claim and speak to the next agent.

To start, I am one of the longest tenured claims adjusters in the company. I have been with AAS since 2020 when the company was a great place to work. Currently, the company is moving forward with the idea of getting more productivity with less people. They have continued to downsize and "streamline" critical processes and departments that were essential to successful operations. This streamlining has created an atmosphere of micromanaging throughout the claims department by supervisors and team leaders who don't actually experience the full claim process throughout the day. Additionally, on any given day, the call volume will be extremely high with no down time between calls besides your required breaks and lunch time. The department leads will ride you to follow up on claims that are open or issues that need to be addressed, and at the same time, will expect you to answer every single backed up phone call in the queue. Their solution to this is to expect you to come in on your own time to handle their issues and open claims. They will offer over time pay, however, the expectation that anyone should be willing to sacrifice their free time away from work, to clock in and handle work related issues, is ridiculous. Working in the claim department, you will be over worked, you will be burned out, and you will be told that what your giving them is not enough, and they will expect you to give them more. You will have system issues that are out of your control that they will hold against you. The company will add hurdles to your work process and expect you to get the process done in the same amount of time as if they didn't add extra steps. You will be expected to perform at levels that are impossible to reach. Please consider these issues before you apply to work for this company. 

This company used to be fantastic. We used to have amazing PTO, 401k, it was low stress, and we all felt supported by upper management. That’s changed drastically. Staffing percentages have changed and now we are severely understaffed for the volume of calls we are getting resulting in the inability to get any of our work done. One review on here says as long as you get you work done you won’t have any issues. Thats 100% true however with the call volume it’s impossible to get everything done between calls. You either have to work through your breaks, over your lunch, or before or after your shift off the clock. Your annual raise depends on things like how quickly you get claims handled, items reviewed, etc, so it’s nearly impossible to qualify for a raise because they understaff so severely, likely on purpose to avoid having to give raises (I’m speculating but it makes sense). Hold times for callers can be upwards of an hour some days so the verbal abuse adjusters endure is enough to make anyone lose their temper. This used to be a great company to work for, but it has become abusive. Communication is SO poor that they change policies almost daily and no one ever knows what is going on or what they’re supposed to do. People are afraid to make decisions. They’ve cut vacation time and 401ks down to practically nothing. All of the “best places to work” awards have to be rigged. None of us have any idea how those are getting calculated because all of us are slamming those surveys as almost none of us are happy and most adjusters are looking for a new job in some capacity. 

Working at aas started off as a positive and fun experience, unfortunately this experience was only the training period. As soon as training was over and i was put on a team, things taught in training were a complete 180 from actual real world handling. I found this to be odd and i brought this up to mgmt and was blown off, that too was also concerning. In what world do we live in when you spend 1 month being taught to do the wrong thing ? That certainly became a red flag, there is a lot of micro management at aas, as an employee you have several bosses that you hear from or in a lot of cases don't hear from. In my time with this company i saw layoffs the day after Christmas, i saw a whole new computer system come into play that was broken on day 1 and to this day its still not working properly, its been 1 year now since that system was introduced, ive seen a ton of turnover, when someone leaves the company someone has to inherit those claims, the adjusters are completely overloaded and overworked, it is literally impossible to handle the workload and guess who suffers ???? The customer that purchased the contract. So mr customer you just spent $3000 to be completely miserable and to have an awful claims experience. Congratualtions. With that being said there are certainly some good people that work here, there are some adjusters that really do care about trying to give the customer what they paid for but cannot due to the common aas practice and procedures. In my honest opinion i would look past any aas listing for employment, however should you accept a position i truly do wish you the best of luck and hope you do not have the same or similiar experiece as i and several others did. Thank you for taking the time to read my review.

Claim Adjuster - Mechanical - I

They experienced something like a 300% growth since covid and lure people in by a hire starting wage - once you learn you literally just coding job codes and numbers and mitigation between customer and shop 40-50 times a day you realize you should be getting paid closer to 30$ to start.

They had no manuals, no SOPs, no offcial training material and were trying to develop whilst hiring a few hundred people.

Those who struggle, tossed into another training class or quit, those who hung on for dear life say they have no idea wth they are doing when you start talking calls after 3 weeks. I called off one day for my aunts death and pulled aside in a private chat room with no manager just a trainer and another trainer and was scolded for calling off in my first month. High turn over rate. Typical call center bllsht. People who were managing me I have more experience and education and degrees , they didn’t. The place just sucks. I’m just being honest if you can make it out of training and bllsht your way through a few months of messing up claims they start to hone in on you about the 90 day mark and ask you to raise volume, more calls, faster , always w threat of “at will employer” meaning if you can’t go faster or have stress or anything going on in your personal life- kiss this job good bye. Total waste of my time . June-July 2020 I even wrote the CEO and BBB about this place - where the heck is Human Resources !? For god sakes.

Any positive comments you see posted about this company on indeed or elsewhere are from corporate brown nosers. Impossible work load, ridiculous demands, no cohesiveness between departments. The corporate "culture", and open door policy is a joke. They encourage you to speak up with concerns and ideas, but you will be quickly dismissed or fired if they think you are being critical of the company. There is no team work, every other team will throw you under the bus or pass the buck and there is no accountability. The only way to succeed is to be a shut up and do-boy and/or corporate boot licker, the company prefers both. Company likes to lay off and fire people with no sound reason, all the while blaming the people on the floor and front lines for the company issues. If your in upper management and your company is having these continuing issues even after massive layoffs, Your upper management is the problem! Crazy Idea, but maybe, just maybe fire all the over paid upper management and start over. Insert the typical AAS "Sorry your experience with AAS was not a positive one blah blah" below. 


I was initially hired as a part-time employee with American Auto Shield, but with so much growth opportunity, I quickly moved to a full-time position. My positions and responsibilities have changed over the years as I’ve been encouraged to broaden my skills, motivated and supported to take on new tasks, and trusted to work both independently and as a team member to achieve common company goals. With its increasing customer and employee base, expansion in four states, enhanced infrastructure, and revamped leadership team, not only does American Auto Shield have tremendous growth potential, there are also excellent opportunities for career growth and development within the company.

What is the best part of working at the company?
Receiving a paycheck every two weeks

What is the most stressful part about working at the company?
Everything else. There is no structure or standards across the board. The benefits have decreased drastically since I started. They expect way more work out of you than they are willing to compensate for. You will be stressed and overworked from the time you clock in until you clock out. 

What is the work environment and culture like at the company?
Catty and non supportive. Everyone is fightiing so hard to stay up to the unrealistic standards that are always changing and not consistent, that they seems to be walking around, figuratively, like zombies.

What is a typical day like for you at the company?
Stress, stress and more stress. If you work in customer service expect to take the brunt of the blame and attacks from every direction. Not just the customers, the adjusters, team leads, upper management and any other department. You are the punching bag of the company and will be told to smile while getting beat down every day.

Top Job Titles	Average Salary
Claims adjuster 7 salaries reported	$29.71 per hour
Customer service representative 49 salaries reported	$19.41 per hour
Senior accountant 1 salary reported	$80,000 per year
Data warehouse engineer 1 salary reported	$130,000 per year
Recruiter 29 salaries reported	$67,759 per year

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