claims adjuster

senior representative

Bristol West Insurance Group

A typical day is handling back to back calls about car insurance. Now, the computer system you use will be from the 90s relics, most of your calls will be to fix problems that other reps caused. You will deal with angry and frustrated agents who are tired of the constant problems with Bristol West and their ancient software platform that’s been patched to death and is the equivalent of being held together with bubble gum and duct tape. Then they want you to use their “search engine” for every question, even if you do it 10 times every day. This of course slows your call time which you will get coached for. Agents famously know that if you call in 5 times, you will get 5 different answers because everyone is flying by the seat of their pants. DO NOT trust anyone in management. This company is top-notch at gaslighting their customers and employees. They will tell you that your eyes are lying and if you do not get in line real quick, they will find a way to get you out. Employees leave out of there at such a rapid rate, you’d think they were on the Titanic as it was sinking. 

This place is a hott mess!!  This is a brand new office with many growing pains and it shows.  The company prides itself on being  “the first” for warm transfers and one person file handing. This is very ineffective. Your phone is constantly ringing with warm transfers. I averaged about 4 daily.  When you get one, you have to stop what you’re  doing and take it in addition to responding to emails ,voicemails and other claims. There is a never a second to get caught up. You are always behind the 8 ball. You use a bunch of systems which don’t talk with one another. This  slows you down. 

They only care about the bottom line. Meaning you are a worker bee and need to  close MD is seven days and PD in 10, so not doable.

The office was like a study hall. Some employees worked while others goofed off.  The managers are very inexperienced with large egos. They have no clue what they are doing so they struggle to lead a team. 

The rules & expectations changed all the time and they don’t tell you. You are just expected to know. 

This was the worse job I ever had.  I was so happy to get out of there.

Leadership is made up of yes men/women, as this is what is sought from upper leadership. Heavy nepotism in leadership where those less qualified are fast tracked into roles they absolutely should not be in. This impacts company morale heavily as many adjusters who are with the company for longer than 1-2 years feel dissuaded from applying or pushing to be more of they are not part of "the in group" who hangs out outside of work. Truly toxic culture of "leadership" on the Med/PIP side, with no real improvement in sight.

Company does try to engage the adjusters via lunches, games, etc but at the end of the day it is not enough to overcome the other areas where promotions of multiple certain individuals has soured the entire pool of employees. 

This was my first claims position and was very excited to learn everything about the position. The training was vague, didn't help teach you about claims or how to be ready for position. They kind of through into a fire and hoped you would be able to learn. They don't use computer training modules for the system or how to interact with customers about their claim. Learning the systems, recorded statement, how to diary manage and the way you were weighted, was all vague. If your there for 6 months, they can fire you for no reason. It was basically a temporary job and there testing you to see if you can handle the stress and learn to be an expert in 6 months. It's a very brutal position because the clientele is non- standard insurance (Shouldn't be driving a vehicle).  I recommend anyone to seek other insurance carriers because this company doesn't care about their employees.

Bristol West provides a sound environment with opportunity and training. Much responsibility will be placed on you. Training is about 8 weeks long and in training you are told  that this career is not for everyone, and it shows when they let people go if they can't keep up. The company in my perspective is well managed and provide opportunity for education and to move up. The volume for this job can also get out of hand, which leadership does understand, although never seem to be staffed appropriately (possible because they let so many people go). To be successful you need to have a multitude of skills which include: Personality, Multi-Tasking, Attention to Detail, and to make prompt and quick decisions. 

What is the best part of working at the company?
Pay and pay only!!! No other positive 

What is the most stressful part about working at the company?
They can't tell you how to fix anything you are doing wrong. Will blame you for something out of your control. No job structure just these are the results we want and this is how these things are supposed to work.

What is the work environment and culture like at the company?
If the same manager Is working there she will just find a reason to fire you in a right to work state.  I won a wrongful term case from them cause no one showed up 

What is a typical day like for you at the company?
Normal outbound call center with added bonus of working with legal documents and people's actual money.  So have fun

My career starts with this company in 1998 as they value the employee and what they can do to a reward and advance their career. As I work hard and learn different tasks, I adjust to all changes that company made. I started working as a file clerk move to mail clerk and from there to underwriting back office and promoted to accounting service associate. I have set myself in a long term possible of retiring with the company. Farmers bout them and merge 2010 but it did not stop me from moving up and get my promotions for my great work ethics and my experience.

You are bombarded with claims and expected to juggle all aspects of the job at once. The customer is always right and the management is so/so. My former manager was always on my side but now it seems less so. Management is less likely to defend you against an irate customer. You simply cannot get a full day of work done without doing over time. You will always be behind if you’re taking in a ton of claims every day and working the ones you currently have. Very stressful environment. This is non standard insurance so be prepared for constant hiccups. 

What is the best part of working at the company?
There are not any positives or benefits that I can advise of.

What is the most stressful part about working at the company?
Management and their political agendas and ideology. They will blame you for absolutely everything. 

What is the work environment and culture like at the company?
Terrible. Managers are chosen based solely on politics and friendships. This is not a company that will improve your current position in life and will only make you miserable.

Enjoyable co-workers.  In office-handle your claims, contact with insureds, case managers, providers, Defense Counsel, Plaintiff Counsel.  You may attend unit meetings, roundtables with manager and other co-workers, review and approve medical bills for payment.  Out of the office- attendance at settlement conferences, facilitations, etc with Defense Counsel.  Main focus when hired was to evaluate claims for loss exposure, setting reserves accordingly and subrogation .My co-workers were the best part of the job

Top Job Titles	Average Salary
Claims adjuster 4 salaries reported	$58,750 per year
Senior representative 1 salary reported	$30,000 per year

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