actuary

auto appraiser

shift leader

senior commercial analyst

adjuster

Csaa-Insurance-Group

During the interview there was a lot of talk about how great the workplace culture is and I was super excited to pursue a career with CSAA. For positives, their employee culture is very diverse and accepting, and there are some nice discounts and wellness perks as well. Pay and benefits are competitive, but you will earn every single penny of it. The first month was all virtual “academy” training. The material was dense and challenging but the trainer I had was kind, patient, and engaging so I remained invested in the work. When my hire group began supervised call taking, none of us felt prepared to be working on policies yet. They claim you have a ton of support during this “nesting” phase of training, but I waited upwards of 30 minutes for help any time I asked, rarely got actual solutions, and some of the coaches were rude and condescending. Customers for the most part use employees as punching bags, taking out all their frustrations, screaming, cursing, and belittling. You will receive no support from managers in these instances and they won’t hesitate to throw you under the bus and backtrack everything you said to the customer previously. Additionally, the workload is absolutely grueling. You are not given enough time to breathe in between calls, let alone actually take the time to help the customer. They tell you all through training to “do right by the customer” and that “CSAA isn’t worried about metrics, take the time you need for each issue on the call,” and “there’s no pressure to make sales.” That is just not the reality of the job. It is incredibly metrics-driven and they want every call done in under 10 minutes which isn’t realistic in many cases where customers are having more complex issues (often times as a result of CSAA’s own employees being under-trained and making previous mistakes on a policy). Their scheduling department is completely inflexible and you will get in trouble if, for instance, you get stuck on a call and your break or lunch gets pushed back as a result (which happens every day because you have to be available in the queue for the entire time you’re clocked in.) They brag about their “build your own schedule” options, but they will give you an undesirable schedule regardless of what you request. It is next to impossible to get time off and you are expected to work weekends, holidays and evenings, which they try to avoid mentioning in the interview. Many of my colleagues developed depression/anxiety as a result of the constant verbal abuse from customers and insane expectations from management. I ultimately resigned for my health, as did both people I originally referred to the position. I was not offered an exit interview, nor was I provided any HR information despite requesting it upon my resignation. I’ve never had to leave a review for an employer before, but I would advise staying away from this company.

Awful. Avoid unless you really need a job, but do yourself a favor and keep looking, even if you get hired. Don’t get too comfortable. Don’t trust anyone.

I used to love this job, then the President of the company changed. Now it’s all about numbers. You spend all day fixing other people’s mistakes and you have to do it within a set timeframe or you’re lectured about how you’re not good enough. You also spend all day talking to a bunch of wackos in California who are desperate to talk because of all their lockdowns...BUT you’re once again lectured about handle time and expected to keep it within 8 minutes, which ISNT feasible.

It is expected for you to push additional products and services onto insureds, especially new policies - in the middle of a pandemic (facepalm), and it counts against you if they don’t buy it. There are many employees who aren’t sales oriented, but get treated like you’re failing if someone - who is already angry about their expensive insurance policy - doesn’t want to take out another expensive policy. It’s almost like management has completely lost touch with how things are nowadays with our insureds.

In addition, Management have their favorites and unless you spend your time brown nosing them, good luck trying to advance. Politics is a huge problem in this company. The company promotes an “open door policy” but it’s a mark on you if you decide to make use of it. The only “open door” they really promote is the one that results in you leaving. Basically, unless you agree with everything management says and you stroke their egos, you can expect to be in a position where you’re micromanaged and treated like a second class person.

And finally, the most ridiculous policy they have? Bathroom breaks are treated as “personal” and you’re only allowed 30 mins A MONTH for that time.

To summarise, stay away from this place if you can.

I worked here for two years in one of the more fringe departments and really enjoyed my time there. Disclaimer: I came from a very toxic prior workplace, so that made my time here that much better. I felt like the benefits were generous and that the company really works to support your well-being. There is a lot of self-management required and it is a pay for performance culture, which I appreciated. I learned a lot about federal and regulatory processes, and it taught me a significant amount about my own work style and what I value. Management overall is okay - I feel like I had a different experience than most people in the organization and it was initially negative until I received a new supervisor. I will say that the company pivoted well after the pandemic and seemed very prepared in comparison to a lot of other companies. Overall workplace culture is positive, but will also vary depending on your department and supervisor. The hardest part of the job for me was juggling the workload because it can be heavy - depending on department and season you might be expected to be okay with having a specific amount of overdue files but other departments frown strongly upon this so it could put a strain on mental health. And because it is a pay for performance culture, there is a general expectation to go above and beyond - so finding a way to balance your typical workload and additional activities might be a challenge. Frankly, the most enjoyable part of the job was that I reaped the benefits of being a top performer. However, I also felt relieved knowing that I worked for an ethical and progressive company. 

CSAA, aka AAA is an okay place to work. The call center is similar to others from what I have heard. I like the schedules and the moving around that you have to do, desk to desk after a shift bid. This job is very routine and the calls vary. I honestly know that I will not be able to work there for 20 years. You are sitting all day. It's a good job if you are looking to work and leave work at work. I really do not like the technology used. The employee time clock system is old fashioned and the attendance system is outdated also. They have another system that picks up on what the attendance system missed, but the supervisors only have 5 days to correct any errors, and most of the time the errors are not on IEX, a systems where each employee can track their progress. I just think that technology is important and relevant and CSAA has the funds to upgrade and make everything easier to run smooth. The days are simple, the job is odd. Customers call to address problems of all sorts, and the majority are human error, or system issues. Overall, it's an okay job and very doable. There are people of all ages and backgrounds working at CSAA. The hardest part of the job would be...the angry callers, and keeping your composure. I really do not feel any support from my supervisor when people complain, and they complain a lot, and of course you get coached on anything negative hardly nothing positive. The best part of the job as a customer service rep is learning more about the insurance industry. My positive perception about insurance has declined. That is hard to explain. From a customer service view point, this is just another industry focused on selling a product and staying relevant.

     I was hired and worked in the Customer Service department in CSAA for 3 years. In my 3 years, I scored the highest I could on all performance reviews, consistently exceeded all KPIs set forth, and always took on extra work from my supervisor in hopes that it would help me advance my career. Unfortunately, outside of nesting I received 0 training on any additional products, cross-training, or even coachings outside the first couple of months. The morale has especially gotten worse in the past year or so, with all the rate revisions coming in and technology that they're pushing, that the company inadvertently can't handle. 
     In my last 6 months of working with the company, I really tried to work with my Supervisor to try to get any additional trainings. That was usually met with very defensive, and personal responses that he often took as an attack. Everyone is getting yelled at and stressed out by the insureds; the company and higher-ups do absolutely nothing when it comes to abusive customers and agents. When you do have to try to get help from an outside department, you will get interrupted, they will speak over you, get short with you, and then try to throw you under the bus at the earliest convenience. 
     Overall, it's not worth working here at all if you're customer-facing. Not even for $1000/hour. You'll get cussed out pretty much daily, either by customers or agents, you'll constantly be monitored and micro-managed, receive no support from your supervisor or manager, and will probably lose years of your life trying to manage helping the customer and dealing with AAA. 

I thoroughly enjoyed my time at CSAA. There are only two positions to start when you are first hired, either Service or Auto Claims. You can be promoted after 6 months, but to move up anywhere quickly you need to go through Auto claims first. From there you can do PIP, BI, Homeowners or Total Loss and Auto Field Appraiser, or try to move over to the corporate side.

Pay is decent to start, and if you stay in Auto claims you can hit your top level quickly if you are willing to learn. Merit raises come once a year and are about 3 to 4 percent, and you get a bonus as well. The bonus is 5 percent of your yearly pay. 

The promotion to home gave an extra $5000 a year, and a solid schedule of 8am to 430pm Monday through Friday. One floating holiday and 20 days PTO as well. The company also gives you 7 of the federal 14 holidays off. Once  in the HO department you're pretty isolated from the other claims as there is very little overlap. 

Overall I enjoyed my time here. The company is very relaxed and most supervisors are easy to work with. Coworkers were great and training was available for other departments most of the time. 

There are a few cons, though. Getting an actual promotion was easier prior to COVID when the company was growing.  Now that it stopped and the new CEO started laying people off, most departments other than HO are no longer hiring and are not going to backfill positions. The pay is good, but other larger insurers do pay better. I would have stayed of it was not for receiving a much better offer from another company. Either way I would recommend working here, even if it is only to gain experience.

This company is amazing, they pay well, bonuses are big, they treat employees like family. They give us plenty of PTO, access for medical care, very supportive of mental health and they constantly advocate for mental health and check in on us. Leave of absence is very flexible and they do not discriminate. Yes this company has had their fair share of unfair treatment but I never worked for a company that take accountability seriously. They work hard to ensure we are happy, in the 3 years I have been here, I gone from $19 an hour to $30 an hour. Last company I worked for didn’t even do that! This company is all about ensuring their members are treated well, they follow department of insurance guidelines seriously. They want to ensure that their policyholders are treated with respect and dignity, our members are not a number to us, they are our shareholders, we ensure to provide them with the best services possible. I highly recommend this company, their training is unmatched and in order for you to get on with the company, you have to pass an exam to prove you paid attention during training. If you fail, you are no longer eligible to continue your employment with the company. They want to ensure that those who get hired understand how the insurance policies work. Many praises for this company. Yes their insurance policies are expensive but it worth it to know that they are selecting the best candidate to do the job. 

I was with the company over a decade. This is not the same company as it was back then or even since the pandemic. Since the pandemic everything is 100% remote and gone is the caring of leadership. It has turned into all about production and how many claims you can touch. I exceed my number on a regular basis but because I had a life unlike some of my coworkers who are working 12-14 hours per day. When it comes review time I got counted down because I did not do the most and I was above mid-point in the salary range, so I got a very low raise. Raises were not really good at any time during my tenure there but CSAA use to put the golden handcuffs on you so you would not leave. CSAA use to pay 1 level above all other companies. When I arrived I got over a 15K raise for the same exact job I was doing at another carrier. Now they use Geo Codes broken down by counties and they are not even close to being accurate. According to CSAA jobs in Orlando, FL should pay the same as a job in Tulsa, OK, what a joke.  This is how CSAA is suppressing wages back to what all other carriers are paying. If you get above mid-point in a salary range forget about anything over 3% for a raise. Supervisors for the most part are hands off and let you do your work, no issues with the supervisors. The main issue in the company is Sr Leadership and above, they are out of touch, don't care about work/life balance and expect way too much from you. They are heavily invested in AI in the claims department and if they could replace more workers with AI, they would. 

Never a dull day at AAA! From website inquiries to incoming phone calls to walk ins, we take care of the customer first and foremost. Insurance can be complex and confusing. My job is to help them understand, create peace in their decision making and keep them happy, pleased, and satisfied with our excellent level of service.

Hardest part of the job is the hours and their technology issues. 

AAA is moving to proprietary software, and the changes have caused major job delays, interruptions and problems for the employees, as well as billing issues for the customers that must be followed up on and correct. The growing pains from these tech issues have been lengthy, challenging, and frustrating. Having the Main IT hub in India, has not helped matters any. The timelines has been several years now, and this has put major strain on the employees. 

Very little life/work balance. It is usually a 6 days a week, sometimes 7 days a week job. I regularly take my laptop home.

Personally, the financial services aspects of this company, specifically life insurance, lawsuits, rental properties, auto accidents and personal umbrella coverage have encouraged me to grow leaps and bounds in how to secure the my financial future and the future of my family. It has also exceeded my expectations in sharing those stories with our clients, teaching them how to protect themselves and those they love.

This company preys on people with little education or skills and hooks them in with high salary. This is a call center so your every move and conversation is under surveillance. My biggest complaint is that they clock your bathroom breaks by calling it "personal time" which is 100% inhumane and unethical. If you use too much "personal time" you get reprimanded. If you are a new hire good luck getting ANY time off. They will try to scare you out of taking anytime off and tell you, you only have so many "occurrences" left. The hire ups will say, "I'm not feeling well but I'm still showing up to work." There is NO EMPATHY OR COMPASSION FOR THE EMPLOYEES HERE. They basically dictate when you can have a day off because weekends have been booked up since last year. People have lives and this company does NOT care about you. The reason they are consistently training is because of this ridiculous adherence and time off policy. You get handed this 10:30am-7:00pm must work Saturday no if ands or buts about it schedule and get yelled at all day long by clients. Clients get more mad because of lack of training done before new hires hit the floor. Classroom training needs to be much longer but this company only cares about someone being able to pick up the phone, that's why they have such short classroom training. 
Every other Service Agent is just trying to get the client off the phone as quick as possible or trying to transfer them over so they can be someone else's problem.

Top Job Titles	Average Salary
Actuary 328 salaries reported	$155,272 per year
Auto appraiser 22 salaries reported	$56,359 per year
Shift leader 201 salaries reported	$163,988 per year
Senior commercial analyst 221 salaries reported	$128,989 per year
Adjuster 218 salaries reported	$98,137 per year

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