senior claims specialist

attorney

claims specialist

auto appraiser

senior attorney

Mercury Insurance Company

A typical day as an auto adjuster is showing up early to get to your desk to clock in on time. massive load of new claims throughout the day while also dealing with all the pending claims you have. Organization is outrageous as they transition from paper files to e-files and programs to run both. You will never have a free moment where you are not apologizing to someone or working erratically to try to catch up with your caseload.

When you call the insured parties for the most part they will be angry liars when and if you can find the responsible party as they may not answer any correspondence or have a insurance company that does not actually exist. Your insured may become rather irate at the slow pace of the claim for this discouraging fact.

Management and supervisors are not about helping you in the job and will berate you if you cannot make all your claims current by the end of the month. Easier said than done, especially if they also berate you for any overtime. Morale is terrible and the stress is putting people in an early grave, I guarantee it. The pay is sub-par for this but is the best thing about the job. The only one you help in this position is the company and they are never satisfied.

So to recap: The people you call will make you feel less than human, and management will too. You will pray to a higher power for the weekend to give a fleeting 48 hours of respite. Co-workers are like war buddies when you can speak with them on breaks. 

I have worked for other superior insurance companies, and Mercury is no way to run a business. I do not regret in the slightest resigning from this position.

The atmosphere is casual but the workload for claims adjusters was insane. This is typical for the industry but at Mercury each adjuster is responsible for his or her own claims so there is no teammate to help if you are out. The work just piles up. Within six months you are expected to be handling the same volume and complexity as people who have been there for years. It was overwhelming and discouraging.  Managers try to help where they can by slowing down incoming claims (if you approach them and let them know you are struggling) but the general response is, “this is the job.”  
There was a good training program for new hires but it covers the basics. After that, it’s learning on the job and with the high volume of claims it was difficult to find the time to stop and learn the details.  Mostly it was learning my making mistakes and getting “corrected.” 
Finally, adjusters are held responsible for customer satisfaction scores even though the survey includes everything from towing to rentals. Anything less than a score of 9 or 10 was seen as negative or unacceptable and adjusters were called out for these scores because the department and manages were being rated on them as well. There was immense pressure to “encourage” customers to complete the surveys and give high scores. *People who are told an accident was their fault when they don’t believe it to be true are rarely happy and willing to provide positive responses.
I would not recommend this job to anyone. I can’t speak to other positions at Mercury. Other than the unrealistic goals set for adjusters it would be a nice place to,work.

There really is little room for growth here. They change goals so frequently for underwriting they make it near impossible to get good year end reviews, so they can justify not giving you a raise. For example, everyday there are over a hundred items in your directory, and they used to give you 2 business days to complete most of your endorsements, and now you only get 1 business day to complete most of your endorsements,  even when some are very complex and take multiple days to actually get the response they are looking for. They expect this high workload while also expecting you to be near perfect with the internal audit score. There are so many metrics involved in the performance reviews. The goals are unrealistic when you consider how high the workload is, and the fact they expect us to make a certain number of outbound calls in a month. They really don't try to promote underwriting here, they want you in your current position and be happy there with no chance of advancement. Zero underwriters were promoted to senior underwriter this year. Upper management refuses to take criticism. A team meeting became hostile because someone voiced their concern over our workload, now people are afraid to speak up during our team meetings in fear of being publicly shamed or talked down to like a child. Some of the few positives are the Christmas bonus, amount of paid time time off, and the ability to work remotely. I guess it's a job that is a stepping stone into something else, but it's not a sustainable career if you appreciate being compensated fairly for your time and effort.

I was a Support Specialist at Mercury for just about four years. In my time at the company I must say I genuinely enjoyed it. I absolutely loved my management team. They were kind, and they always encouraged me. They were always patient with me as well - sometimes I feel like I didn't even deserve there patience. Its a great work environment! I worked in the Underwriting Department so it was quiet most of the time and I was always able to focus on my work. Coworkers were kind and embraced me as well. I started with zero work experience and I know there was a lot of trial and error. I've had a few jobs prior to this one and every management team I had was nothing compared to this one. They embraced my personality, and they always encouraged me to be the best version of myself. I chose to leave for a few reasons - a few for personal reasons as well as the pay. Unfortunately (at least in my department) there wasn't very much room for promotions, as well as I was getting underpaid while they were adding more responsibilities on my plate. I stayed for so long because I grew to love my management team/coworkers. If you or anyone you know wonders if this job is worth it - I would say definitely. My experience was fantastic and I was truly blessed to have been able to be apart of the Underwriting Department.  

This job started out great. It was a fast paced customer service job. At the end of the day, you felt as though you were there to help people. As the company took on more work, it became all about numbers...answer calls as quickly as possible and move on. There were people who talked so fast that you couldn't understand them. There was no more time for quality, just speed. As a result, people began avoiding high workload calls, to be able to get their numbers up.  Raises were given based on how you compared to your peers, high numbers meant a higher percentage raise. Even with stellar performance, year after year, raises were less than the standard cost of living raise.  It was near impossible to find employees for our department. We were often understaffed with a huge workload. This is a very faced paced job, where you are required to understand Insurance, Customer service and be an ASE auto technician. The pay was not great, but it paid the bills. After 4 years at the job, my blood pressure was through the roof and my back always hurt from being stressed out all the time.
   I liked the people that I worked with. The job itself wasn't bad, but the company expectations to get 110 percent out of you, every day and all day was too much. Understaffed and overworked

From the get go they say there’s a high workload but nothing could have prepared me.. Training was ok but we only had 6 weeks of training,
Only 2 weeks were live calls. Training should be minimum of 2 months for the cases we are going to see. I later found out through a colleague it used to be.. Turn over was high. Every other week someone was quitting. Pay is decent but not worth the stress. All your work follows you. My toddler got sick and I was out to return to be days behind in my work. It can get overwhelming very quickly. When I asked management for support it seemed to be the norm everyone was drowning in work and had to option to do overtime to catch up. My cases were suppressed due to a training period. I was dreading once that would be lifted at 3 months. That was my queue to get out. I was discouraged from taking time off for the fear of getting behind. 

If you have anxiety or get overwhelmed easily this job is not for you. Lawyers will call endlessly, insured and claimants will harass you for answers you don’t have or authority to speak on. 

It’s policy to answer phones call and return phone calls by certain timeframes. When it’s so busy it’s not realistic to meet these requirements.   All cases are audited and your dinged for every little thing. 

Extremely stressful work environment. Management constantly calls unnecessary mandatory meetings where everyone must attend and they last for hours. 
Supervisors are very unprofessional and speak down to or yell at employees loudly on the floor. Any concerns about procedures or suggestions about how to be more efficient/productive fall on deaf ears and management doesn't want to hear it. 
Everyone walks on eggshells trying to do get in trouble for whatever small thing management is focusing on that day. 
Double standards for management team and regular employees. For example, adjusters get in trouble for standing up talking about a work related thing, then the next thing you know managers are holding pow wows in their offices talking and laughing loudly about nothing work related and you can hear it all across the floor. 
I enjoy my coworkers but management is awful. The majority of the people who work here are friendly and we joke about the misery to get through the day. 
There is no room for advancement.

Everyone is very helpful and you learn a lot. The problem is the workload, they expect too much with the time you are given. Most people are behind. This is an age old problem that they just feel like it doesn’t need to be changed, but then they wonder why stuff gets missed. Even the most engaged and helpful manager is still somewhat out of touch. They have this goal about resolving claims efficiently, there is nothing efficient about doing the most on every single claim. Even the smallest claims they want you to literally search every corner, it’s far from efficient. They are very big on telling you what you did wrong, it seems to be the number 1 focus, not to identify why, but just to point out your mistakes. There is a list for everything! It’s quite comical. The pay is lower than other companies and they think that is just fine, but making new executive positions is just fine. They just don’t seem to get that if they had more employees to handle the claims it would mean less mistakes, less mistakes in the long run will be much cheaper! 

Work up files for each involved party, Florida, New York, New Jersey
Review claim for liability and insure that insured/claimants vehicle is a total loss
Evaluate the damages to insured/claimant vehicle and determine value
Companies that are used to determine value CCC, Kelly Blue Book, NADA, and others
Once vehicle is determined a total loss per Florida Statues and/Policy Limits an offer is made.
Negotiate settlements.
Process storage and removal of total loss vehicles
Send file to salvage to process
Trained new and additional Salvage Reps
Salvage Rep May 2003-Dec 2004
Handled salvage for Florida, New York, New Jersey, and George 
Ensure that vehicle has been moved to approved facility or salvage yard
Ensure that title and proper paperwork has been received from involved parties and/or Lien holder
Process all titles into Companies name
Negotiate sale of salvage vehicles with Salvage Yard (Auction)
Issue payments to necessary facilities and process salvage payments from vehicles proceeds 
Send files to proper department for continuation or close files. 



Please whatever you do, DO NOT apply to this company. The only positive is they have good benefits.  With the amount of work you do each day, you're severely underpaid. Management thinks you're a computer and you can process anything immediately. Well let's just say the agents for Mercury tend to upload a ton of notes to underwriting, documents, etc. Management expects you to pull all activities needed to be worked on a policy, as long as you've been trained on it. No one can keep up. Management is piling on the workload to satisfy the ownership. Ha! Good luck! Lastly, the agents want to be babied, they want you to hold their hand through the whole process of changes, cancellations, brush, etc. Even if they've been there for YEARS, they want you to do their work. Mercury makes them feel like they're the golden child. 

The agents number one question is: has this activity been processed as of yet? Or why has this not been pulled to be worked? 





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