customer service representative

customer support representative

monitor

home visitor

case manager

Amica Insurance Company

In a typical work day you can expect a lot of routine inbound calls. Amica's expectations of you are relatively clear. You are provided the necessary resources to complete your tasks for most of what you do. Employees are usually thanked or critiqued according to their individual metric performance. I say "thanked" because verbal acknowledgements are the norm, however merit increases for performance are not provided often above and beyond the annual cost of living increase. You're initially hired at a nice wage but unfortunately you'll stay there. Good luck trying to advance in the company from any of the call centers unless you're hired in as management - in that case you'll serve your 2 years and advance immediately to a comfortable career in the good ole boys club (women included). Once hired as an entry level worker you stay there. On the other hand you enjoy a nice benefit package with just about every benefit you could ever ask for. The benefit package gets a bit less spectacular every few years unfortunately. When I was first hired the best part of the job was the nice "family" atmosphere between employees. Eight years ago the job was nice because the office was more relaxed and a comfortable place to work, a place where employees were free to simply do their jobs. Employees enjoyed each other and had a generally nice time during their respective shifts. Unfortunately over the last 8 years the constant management turnover has turned the office into a footstool for inexperienced trainee supervisors/managers to learn the trade before jumping ship for better waters. Management focus has turned from work product to hassling people over dresscode and pedantic issues. Employees have been relegated to feeling like they're nothing more than an employee number sitting in a second hand assembly plant. Currently you won't find an employee in Spokane who isn't afraid to lose their job on a daily basis. The stress level is higher than ever. I have been at the top of the office metrics for years, I've received heightened recognition from the president of the company on multiple occassions and I've enjoyed very little advancement in the company. Unfortunately what I've learned is that the only way to earn promotions and enjoy a day in the office is to socialize with management outside of company time by rooming together, dating them, clubbing and drinking with them - all of which are against company policy but happen way more than anyone will admit. If you want to make it at the Spokane Amica you've either got to be rooming with a manager, screwing one, or a drinking buddy. If you manage to do those things and produce decent numbers then your failures will be swept under the rug, your successes will be placed on a pedestal and advancement will be swift. On the other hand, if you merely show up to work on time, work your butt off everyday, act professional and keep your personal life seperate from work you'll be swimming upstream. BTW the office coffee is absolutely terrible, bring your own or keep a bottle of antacids close at hand.

Working at Amica has its merits. The camaraderie among coworkers fosters a supportive environment. The company's commitment to diversity and inclusion is commendable, reflected in its hiring practices. Employee benefits, including insurance discounts, good health insurance and a profit-sharing bonus, add value to the overall compensation package. The flexibility of remote work and occasional perks like free food enhance the work experience. Moreover, most supervisors are approachable. Another positive is that there is a strong sense of job stability. Amica doesn’t do massive layoffs like other insurance companies. 

However, changes post-pandemic have dampened the overall employee experience. The decision to reduce staffing levels in favor of efficiency through 'Work Force Management' has had unintended consequences. Employees now contend with erratic lunch schedules and heightened micromanagement, eroding the once-valued autonomy. Increased workload due to fewer staff and transitioning regional offices into call centers has led to longer call wait times and a relentless pace with minimal breaks.

The most contentious issue among employees was the adjustment to board allotments for time off. This change has drastically reduced the number of available slots for days off, resulting in a significantly diminished chance of securing time away. Trying to use your PTO is incredibly difficult these days. It was never like this before. As long as you had PTO and you wanted a day off, you were likely going to get that day off. In 2019, the odds of getting a day off hovered around 55%-70%, but with the current system, employees face a daunting 12%-20% chance. This sharp decline has created a ripple effect across the company, with many employees accruing 'dependability time' for using vacation or sick leave on days with restricted availability. Consequently, this has negatively impacted performance reviews and hindered career progression, leaving many deserving employees without promotions or annual raises. The frustration among employees is palpable, as evidenced by the rising turnover rate and the alarming number of departures in recent months, far surpassing previous years' turnover rates. It's clear that the current approach to board allotments is unsustainable and requires urgent reconsideration.


Despite efforts such as THRIVE meetings to address concerns, including rising burnout rates and turnover, higher management's apparent disconnect from the workforce's struggles is disheartening. While acknowledging the company's need for operational efficiency, there is a plea for a balanced approach that prioritizes employee well-being. The current trajectory is unsustainable, and meaningful change is imperative for Amica to remain a desirable workplace.

Working here at Amica I can say that this job is a completely unique experience. The training seems a bit long on paper but it feels ridiculously short in practice. I wish the transition between training and being on a full team was a bit gentler. You have a lot of fun here and it feels really close knit (depending on what side claims or sales and client services). 

The balance between work and life is actually excellent compared to other employers. my rating was more towards my experience.

The pay is not that amazing where the industry standard is the same or maybe a dollar less. The raises happen every once in a while. The benefits package is lovely. 

Job security is kind of a wavy subject. You have around 6 months of training and you have a review of your progress during that time. You have to pass the licensing test (which is understandable). If you can do your job and perform with good numbers your job security will be okay. If you don't significantly increase your work volume after those 6 training months then you may run into issues. not that your job is threatened but you will feel like an ignorant fool for not knowing something. If you mess up too frequently and you have attendance problems you will feel you are on shaky ground.

At the year mark there is another employee review. 

Take in mind this job is a phone job. There is no way around it. Its not 100% call center but it is still an on the phone job. Customer service burn out can happen and adding in the amount of content you have to learn it just compounds it.

As for advancement I would say it is about standard. During your 1 year review they will look at possibly promoting you. Don't expect to become a manager. The managers go through a special program ( and the program requires you have a degree) where they are reassigned every 2-3 years. Reassigned as in to a completely different state. You don't get to choose where they move you. 


Management is kind. The branch manager is very friendly. The managers are friendly as well. Each one has a different style so the inconsistency there is sometime a little difficult. The divide between claims and Sales and Client services is big. There is a whole different section to what each department does. Add in the fact that there is a national call center for both sales and service separately makes it difficult. Having 4 different departments you could be dealing with is strange and I'm sure the customers feel the disconnect.

Overall the job culture is good. You feel connected to your office and your customers. This is a moderately stressful job so I would not suggest this job to someone brand new to call center / heavy customer service jobs. 

This is a place where people make careers. It shouldn't be treated as just a job. Come in with a personal expectation of making this your career and you will thrive.

I started working here with full intentions to create a career here. I was so excited and motivated at the beginning. 
My first day on the phones the trainer was scheduled for vacation. Meaning I was taking calls I had zero clue how to handle with no guidance. Those first few months of training were brutal as you feel like a bother constantly- each call you'll have a question on and then have to wait in line at the managers door to get an answer. (plus my manager was also a new hire so he would need to go ask another manager)
After I was getting the hang of the job, I started to feel confident in sales. I would even message managers to cold call files and seek new business leads- and get them too. I was very motivated to succeed, I enrolled in their continuing education program and worked overtime nearly every single week. I would be the first to volunteer for my coworkers shifts last minute. My sales numbers were up there with those who worked there for 10 years. I loved the WORK of my job and my coworkers were the best of the best. 
Amica is very strict with attendance, and it will keep you from promotion if you are minutes late to your shift. There's little forgiveness if they catch a pattern (2 days tardy). I had people in my training group who did not try to obtain sales, continuing education or have any interest in overtime that got promoted ahead of those with double the sales output. The culprit: they were 2 minutes late four months ago
I worked extremely hard to overcome the "pattern" they saw in me but eventually their act of not noticing how hard I truly was working brought my mental health to an all-time low. 
I spent 2 unexpected weeks in the hospital due to a medical emergency. This incident started on Amica grounds, so HR was VERY aware of my condition. Upon returning to work the Director handed me a warning of termination letter. This letter wrote that I exceeded their attendance policy, and I was to maintain perfect attendance going forward or I would be fired. This concerned me greatly as treatment for my condition was ongoing and they had all the proof they needed to understand that. I ended up escalating my situation all the way to corporate human resources but by the time I got that far I was SO tired of fighting to prove my worth and tired of my health declining because I needed to work over prioritize my health. They asked me if they took the letter back if I would continue to work for them. My answer was a firm no. 

Leaving Amica felt like leaving a toxic abusive relationship. I felt a weight load of relief the moment I was free

Englewood Colorado office is the worst place I have EVER worked. Management CLAIMS open door policy, but make the decisions together behind closed doors. I tried to talk to the director and was told she would not talk to me without my supervisor present. I was having terrible issues with my supervisor. She did though have private meetings with my supervisor and called me in to her office with both of them there to berated me.

They micro manage even the long time employees. Employees that have worked for the company 20+ years have to sit and listen to random recorded calls each month with their supervisor (some of the supervisors have been working at Amica MANY less years) and get reviewed on all the things they did wrong or did not say, in addition to a sprinkling of compliments if you are lucky. If a company does not trust you after 20 years, what is the point of working there.

The process in Denver is to keep you down. The long time employees are counting the minutes to retire. The newer employees are looking for a better job. The management is inexperienced and instead of doing their job, spend their time chatting and trying to show they are "friends" with you, and interested in you and your family. The turnover used to be almost 0, just in the last few months they have had about half of the call center employees leave.

My advise to people looking for a job in insurance, when you look at the reviews pay careful attention to the state. RI employees seem very happy and have made Amica one of the highest ranking employers. Not in Englewood, CO! Maybe someone from RI should take over the Colorado office and make some much needed adjustments to the way it is run. Maybe even get someone that leads the sales staff in person, not the current leader that is rarely actually in the office....!!!!

Work Life balance sucks, you are expected to work holidays while the top dogs sit at home with their families and forget time ½ that isn’t offered. If there is bad weather back east where majority of their policies are held, get ready to work 10 hour shift days and again no time ½ like other companies offer. They will work you to the bone and if you aren’t like by your boss or coworkers for whatever reason don’t expect a raise or an opportunity for advancement. I know people who had been there for ten plus years whose title had never changed not even once from a level I, II or III.  

Your coworkers are often fun and welcoming but behind closed doors are miserable to feel stuck in this rut. Although, their model is customer service driven they enforce their workers to not offer assistance to satisfied the customers need but instead pass the complaint over to the manager or team lead and they will offer incentives instead. This means you are considered the bad guy while they get the credit. Also, you are micromanager and timed to use the restroom. Don’t have the BG’s and need to use the restroom more than once or your team lead will come looking for you! 

Most people who are happy with the employment at Amica are from down south or their home office in RI where employees are offered gym usage and holidays off since the main office is closed and great bonuses. My boss would leave for hours at a time to go work out and shopping but if you are sick don’t bother staying home or you will be considered a non-dependable employee and treated horribly. Discrimination is overwhelming they do not favor minorities and older individuals or same sex relationship! I’m glad I left, if you do give them a try get in for experience and get out as quickly as possible before 20 years pass you by!

Working for this specific company was one of the worst experiences of my life. Organizational culture is viewed as a must for this company, but they go all out to try to indoctrinate their employees in the first few days of your joining the company. They have you attend all these meetings with other employees from other departments to discuss the culture constantly within those first few days. 
It was disgusting as far as how I was treated as an employee. At one specific point, there was a customer that was yelling at me over the phone, and would not allow me to get a word in to try to alleviate the situation. Then, my direct manager accosted me about the situation where my trainer and other colleagues could see what had happened. My manager then had told me to quickly tell the customer that someone from management will call them back, and had my trainer call. Both my direct manager and trainer had an immediate meeting with me regarding the situation and how I handled it poorly, and how I need to hold myself accountable even though it was not my fault that the customer did not allow me to speak. Their aggravation was based on their preferred form of payment and my trainer's and manager's response was to blame it on the post office. Blaming another entity is the kind of culture that they will push you to use instead of holding themselves accountable, and contacting the accounting office. Also, they kept having meetings with me regarding my job performance instead of answering my questions that I had asked in training, and they blatantly ignored me. They then proceeded to use "quiet firing" tactics on me and kept giving me as little work as possible while trying to get me to resign, in which I could not afford to resign. Meanwhile, I kept asking my trainer while we were in training how my progress was, and once again, they blatantly lied. Please heed these warnings before trying to apply here.

The first 3 months of the job were training-focused and overall, stress-free. Once this was over and I was placed under my manager, this went from a 3/5 job to a 1/5 job overnight. 

It was made very clear that while in training I could ask all the questions I wanted and took time to understand problems, this would not happen with my manager. They were never available when I had a tough call, would take a long time to get back to messages from me, and were never helpful when I did get an answer. All they would do was look at my green availability stat on the phones, never really caring that the time I was off the phone was spent trying to track someone down to help with questions I had. 

I went through a year's worth of PTO in 3 months due to how stressful this job was. And I had never done that with a professional job before.

While it started with work from home, we were sent back to the office after 2 months. And by us, I mean only the new hires. Most of the managers and other senior employees could stay at home. This led to even more wasted time trying to get people to help with questions since only the new people were in the office, not the ones with experience.

Finally came to a head when I was out of PTO and sick time, and coming up to one of the mandatory Saturday shifts I would have to work. I interviewed with another company, didn't even have a solid offer yet, but I quit on the spot. I was so happy later that day when my new job got back to me with an offer.

This truly was the worst job of my professional career. The pay was insulting, the work was stressful for how little training there was, and my manager was one of the laziest, saddest, and disappointing people I have ever worked under.


If you’re a customer, they’re the best but beware job seekers their employees do not receive same treatment! Uber micro-managing, below industry pay, sick time must be scheduled in advance or it will affect your “dependability” which affects your annual evaluation and in my case can get you fired. Very inflexible, stuck in 19th century, unrealistic employee expectations.  Mngt has distrust of employees, cell phones are not allowed in restrooms, they act like 2 weekly wfh days are a generous gift which they warned can be taken away from you. Impossible any employee could slack off while wfh since they monitor every minute of your shift-literally! If you ask to switch your wfh days, they track it and if there’s a pattern, they say they can switch your days or rescind the privilege! Turn your camera on if you’re wfh and in a meeting, or mngt will call u out! Taking too much time between calls, mngt will message you! Hard to get time off, limit # of people out each day, difficult to plan in advance since you can only request time off 1-6 months in advance. I have a fall family reunion on the west coast and wasn’t able to request the time off because time-off “open enrollment” for September -Dec isn’t til end of summer. Had I stayed and the time I wanted to take off wasn’t available I could still take it off but it would go against my dependability too. They are open 365 days a year, you’re required to work 5 assigned Saturdays every year, u can ask 4 a flex day they’ll choose the day, 4 the Saturday but they want u to accept the excess hours), graduation, wedding, maternity leave planned for your assigned day, it’s your responsibility to find someone to work it 4 u! you work rotating holidays which are all assigned to you-no choosing what works best for you-no work family balance.  system issues make efficiency near impossible! Take my warning, don’t apply. 

I was happy with my job at Amica for the first few years; however, things grew worse as time went on. Amica's philosophy seems to be to obtain as many new policyholders and the associated premiums as they can, but never hire more claims reps to handle the increased claims that are generated with all those new policyholders. You are expected to be logged into the phones ALL DAY with one half day per week of "diary" time, which is the only time you ever get to do your work uninterrupted by constant phone calls. And because you have way too many claims files to handle, you are expected to do 10 hours of work in a 7.5 hour workday. It can't be done! There are strict time constraints in place. New bookings must be done the same day. Payments must be made within 2 days of receiving the appropriate documentation. And if you don't meet these time requirements, it reflects badly on your reviews. So there's absolutely no way to win! They just keep giving you more and more claims and expect you to get everything done according to their time table, which is impossible! Also, there is definitely favoritism. Some reps are never bothered to go to classes or get their certifications in order to get promoted. Others are required to study (at home, unpaid), take the tests and get their certifications. I was constantly stressed and overworked; underpaid as well. I even cried on my way home from work on numerous occasions! So if you're in the insurance claims business, I would stay away from working at Amica and try to get in somewhere else. Maybe another company's work ethic and treatment of their employees is better.

Top Job Titles	Average Salary
Customer service representative 2 salaries reported	$15.73 per hour
Customer support representative 1 salary reported	$64,390 per year
Monitor 26 salaries reported	$18.24 per hour
Home visitor 24 salaries reported	$20.01 per hour
Case manager 24 salaries reported	$20.01 per hour

Working at Amica Insurance Company: Company Overview and Reviews

Amica Insurance Company

Amica Insurance Company Ratings

Popular jobs at Amica Insurance Company

Salary Satisfaction

Job Seeker Tools

Employer Tools

Browse

Stay Connected