claims adjuster

programmer analyst

executive assistant

MAPFRE Insurance

Alot of your happiness here has to do with your manager. You can be getting solid scores from customers yet your manager or lead QAs your calls at like, 30-50% which makes no sense. My team got disbursed and while half are thriving as we once were, the rest of us are struggling under a manager that has literally never been on the phone. So while I can't complain about the company, I can complain about who they irrationally choose for leadership. Being best friends with someone who has worked here for ages will get you by more than skill. Trainers are absolutely amazing and will never hesitate if you need extra help. Co-workers also help and form a team environment that management lacks. You will be taking a lot of calls. Monday, Tuesday, Friday are the busiest but while I can take 45, a co-worker only takes 25, depending on an algorithm none of us can figure out. But expect it to be back to back. It is a lot of premium increase calls and gets redundant and irritating. And you are expected to review every single policy you come across - even when you get a payment. And Mapfre now sends emails and does outbound calls to just open that convo. This job is not for the faint of heart but if you enjoy insurance and helping people and want to meet a great team, you will love it.

Check the Service Now queue, pick up tickets that have not been taken.  Go through each ticket and decide which tickets need to be taken care of stat, and then the people that need to be taken care of right away, such as executives and the president.  I learned a lot about troubleshooting and learning more about upgrading operating systems, installing and troubleshooting hardware peripherals.  Tested any wireless device.  Help users remotely.  Check and fix any connectivity issues.  My management was never really involved as we didn't have a supervisor, just a manager.  That gave me the freedom to make decisions and do things on my own.  We also worked together as a team if there was an issue you couldn't figure out, and then just documented the fix, in case someone else needs the information at a later date.  The hardest part of the job was keeping up with the large work volume, with a limited staff.  I loved working on the wireless devices the most.  I order them, negotiate with Verizon for better plans to meet our needs, and different devices that would work best for us.

Sr. Management aka the ex-pats from Madrid are disconnected from the staff, the culture, the technology, the market, the product, and the customers. What they feel are priorities and what actually needs to be done are so far apart it is impossible to picture that gap closing, ever. As people emigrate out of the organization they are replaced by more non-market ex-pats, and the chasm grows wider. It's sad as there are (were) a lot of talented, passionate people in the organization willing to work their tails off to compete in the new insurance market that is increasingly going to a direct channel, but having to craft a facade to appease the International leadership element AND still keep a lid on things at the local operational level with a staff that doesn't understand why core problems aren't being addressed has been too much, and the brain drain has hit hard. Mid-level management has been adversely selected, with talented staff now off working for other companies and Mapfre left with hangers-on. 

I use a daily workflow and a management system at the beginning of each day in order to achieve goals and sales, such as organize work space, read and  return emails, documents, faxes voicemails, text messages, etc. update management system, I'm constantly helping and assisting clients with billing inquiries, endorsements, claims process more than half the time with Spanish speaking clients. Prospect new business and leads. I learn the different systems required, underwriting and claims process, as well as grow overall experience and knowledge in every aspect by dealing with customer needs and demands. Interact and communicate with claims, customer service, underwriting, and accounting. I enjoy the company of my colleagues and really appreciate all of them when we have the opportunity to see one another we all get along well. the hardest part of my job is when I can't complete a task on the same day, or encounter IT issues. The most enjoyable part of my job is being able to helping clients in meeting their needs while I fulfill my own.

After Covid we were required to work in the office and we lost alot of employees. We have a some remote employees and some out of state who do not have the same support we do. 
Calls are recorded for employee monitoring w/o letting the other party know, violation of Mass law. 
Typical day is 25-40 calls, we are also required to work on demands, litigation, new reports, report writing etc. 
Most employees leave after 2-3 years and /or go out on leave from stress. 
Standings and results aren't shared til there is a prob, 
Mgt lets high number of employees off at the same time with minimal adjusters on the floor to handle work. 
 Mgt constantly requests work over 37.5 hours & not willing to pay OT.

Pay increasingly gets worse as raises barely if at all keep up with COL or minimum wage hikes. Benefits used to be good but have increasingly gotten worse over the years. Work at home was only saving grace. 
Job description didn't match the actual work you do as your main task will be opening and processing mail most of the time. They try "cross-training" but really its musical chairs with assignments. You might be in one department and do another department's busy work for weeks at a time while another department does your job. 
Management has no idea what goes on there as they are always in meetings. Standards are completely out of whack with what a normal human being can do. Some are so lax its laughable some are so strict, one wonders if they had just guessed at how much a person could do. 
The reps on floor know more about tasks on hand then do supervisors and leads. 
There are some good departments there but as far as operations goes, from the manager to supervisors, no one has a clue what goes on there. 
Don't trust anyone. 

This is a great place to work if you need good benefits, the pay is reasonable too. If you are looking to advance and grow within a company,  there is plenty of room for advancement within the company, and within different departments. You have several paid holidays off. In my deparmemt I was fortunate enough to only have to work Mon-Fri. Also on your 1st day your benefits kick in and you get 20 days PTO. Which is pretty nice. My only real issue is they are not very understanding of family matters. I am a single mom and when my son needs to be picked up from daycare, there is no one else but me to pick him up. My managers expected me to put in a request, if I needed time off, but how am I going to request when my baby is going to be sick? Other than that it was a good place to work. You are supported and coached and I did feel a sense of purpose when at work. 

It was great to learn about the insurance business in general so you knew what changes to make to your personal policy... And coworkers were friendly. But working in the call center (or ECC as they call it) is not for the faint of heart. Very few truly enjoyed their jobs. You have to be prepared for people to scream/swear at you and degrade you because of the service they were provided, even if you took no part in the service yourself. Also you're only given 15 minutes throughout the day for personal time- aka to go to the bathroom, get coffee, make a phone call, etc. You have to clock in and out to use it and get scolded if you exceed it. Besides those 15 minutes, you're expected to be glued to your phone and take 200+ calls daily. Food days with coworkers and benefits were the perks of working there.

The company does not keep its employees in the loop of any changes. They implement them and then it’s like pulling teeth to find any information about the change. When this happens you are still expected to follow the change and will get marked down if not even if you didn’t know about it. They make changes and then the system breaks. Due to this it makes working here hard and frustrating. Nobody outside of the employees in your building care what you say or what you experience. They also believe in blaming customer service representatives for their errors and insureds leaving due to rates. This was said during a meeting we had with the president of the region. The pay is decent and the turn over is low. They did however just let over 100 people go in AZ after lying and saying no more lay offs would be happening. Please be cautious with this company. 

I had worked at mapfre for over two years, the pay has now stayed the same, and they have been hiring new hires for the same pay as two years. The supervisors at this company are seriously the rudest people you can ever meet, there is never anyone around for help when you need it, you are constantly being micro managed at all times, I would not even recommend sending in a resume. The employers do not care about their employees, we are actually slaves working at this company, management doesn’t give you any information about what’s going on with the company, people are getting laid off, and they keep hiring more people, computers are slow, IT department does nothing to help anyone out, co workers I’ve met here are great people but the company honestly sucks working for, the supervisors are so mean to the employees for no reason, there is no friendly environment here. Do not apply!!! Even using your own PTO supervisor give you a super hard time.

Top Job Titles	Average Salary
Claims adjuster 3 salaries reported	$67,667 per year
Programmer analyst 4 salaries reported	$71,102 per year
Executive assistant 3 salaries reported	$67,667 per year

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