Overall Reviews at Liberty Mutual
Senior Claims Representative | Weston, MA | Oct 6, 2019
Address new claims, verify coverage, verify our insureds special service instructions, make contact with the involved parties. Obtain statements from the individuals involved. Advise the parties of their options, claims process and provide a clear understanding of whatever the next steps may be, set accurate expectations, educate our policy holders on their coverage. Respond to inquiries pertaining to existing claims or just general questions. Investigate liability with the resources our adjusters have available. Address subrogation demands from third party carriers. Provide insight and answers to assist colleagues with questions they may have.
I have learned a significant amount of information about the insurance industry and that there is not a singular approach to each claim. In order to be a successful adjuster one must have the understanding that each situation has to be approached with knowledge, discretion, a solid understanding of the information you receive and a great thought process. Each claim requires a different approach in order to come to a resolution. A successful adjuster will not become jaded or approach situations as if there is one way to reach a resolution, aside from the available resources that are there in the case an adjuster requires assistance, common sense and the drive to fairly assess the situation is a must. Once a resolution is reached, there are "behind the scenes" processes such as responding to subrogation demands, writing contentions fo...more
Claims Representative | Plano, TX | Feb 26, 2020
Sprint, don't run
If you're looking for work-life balance, SPRINT for the hills. There is absolutely NO work life balance in this position. Sure, they pay better than the rest of the insurance companies for similar positions but best believe they will work you to death. Not worth it. Worst of it.... they don't let you do overtime! Wait so you want outstanding metrics, great customer survey scores, all claims handled in a timely manner.... but don't want us to do overtime? CHEAP company. There are plenty of insurance companies out there with no cap on overtime. Sounds like you want a filet mignon for sirloin price. Cheapest company I have worked for. They will lie to you and say that there is "unlimited" overtime, yet if you work even a few hours of overtime you will get a mandatory meeting with your manager. And no, it's not a "thank you for working hard" meeting. Look I am not going to lie to you... the building is brand new, the amenities in the building are great, free coffee, blah, blah. None of it is worth the stress and turmoil they put you through. I have seen people leave this position within a few weeks of working. Training is complete trash. They don't provide substantial training and resources adequate enough for even experienced adjusters to do their job. Just pretend that there is no training. This position bases your 90% of your performance, bonus, and promotion opportunity on one thing - THE CUSTOMER SURVEY. Best believe some customers don't even know how to fill out the...more
Software Development Intern | Seattle, WA | Jun 8, 2018
A place trying really hard to be a software company and doing a poor job of it
Hated the workplace culture. The focus was on maintaining a stable job literally did not meet anyone with a passion for software. A ton of software developers did not start programming until they entered the position. Most of the people I felt like would have rather been doing something else if software paid less. Literally had a ton of people tell me they switched majors because their dream jobs were unrealistic. Most hated the tech stack, but liked where they were because it had the most consistent high bonus earnings, it was dead silent in the office, you had to schedule meetings with people you sat next to, people just seemed annoyed all the time.
There was a lot of turmoil, but that might have been a coincidence. I think the most senior developer had been there for 5 years as most people were either fired or laid off. The company was restructuring to be more agile, and it was not a smooth transition at all. It seemed like management was reading what agile was and implementing improperly or just blindly following agile dogma. "Shared workspaces" basically meant you lost your personal desk space, but both of you are still sitting there with your headphones on anyway. The workflow was ridiculously complicated and it was hilarious sitting in on meetings and see people try and figure out what should be worked on first, "important major defect" or "priority critical bug".
As an intern, the experience was very awful. It took 2 weeks to get my developer tools setup, and I...more
ProsIt's easy to get hired
Senoir Rater | Lewiston, ME | Aug 25, 2019
Use to be a great workplace
Liberty used to be a great workplace. Training was good, no micromanaging. You could go to work, do your job and go home feeling satisfied. You felt valued and appreciated as an employee. Fast forwarded 10+ years and it is changed to a place I would not apply for or recommend to a friend to work at.Not even sure where to start....
Use to be all about productivity. It was not hard to meet the goals set for you. Now Liberty lets management bring in a quality review program, that to meet, is almost impossible.You are only allowed 2 errors a month (while you are rating 60 to 70 quotes/prospects a month). There are SOP’s you are to follow (which are long and change constantly) and too many manual ratings to mention because “the system” cannot do it. You are expected to meet both quality and productivity. If you fail quality/productivity 3 months in a row you are written up and placed on a plan (plan consist of “let me know if you need anything” from management). If you fail quality/productivity while on said plan you are placed on probation. Then “if” you make it through the whole process (six months). They congratulate you with a letter, which states your written review stays in your file always and if you fail quality again for one month they will let you go (no three strikes you out on written warnings here, you only get one). This is not in writing anywhere by the way. So basically you start work everyday wondering if you will see an error from quality review pop up in your e...more
Senior Customer Representative | Massachusetts | May 28, 2018
Going downhill Fast
I started with the company in 2016. I was really happy at first, there were great benefits and opportunities despite the high work load. The high work load was complemented by the opportunity to have 10 hours of overtime additional to complete the tasks, overtime that at the time felt mandatory because it was close to impossible to complete your required tasks within the normal prescribed work hours. Now we have rolled out a new business model and cut the overtime all together. The claim count is ridiculous, I can easily be assigned 20 brand new claims in one day and am expected to make contact with all parties involved within 24 hours. In each claim, you are talking to a minimum of two people per claim, taking statements, getting them set up. All of this while still managing the inventory we have, all while, not allowing to miss any phone calls and actually being docked for the times you miss a call while you are on the other line assisting another customer. I didn't like feeling forced to do overtime because it did put a strain on my personal life, but at least I could do my job without stressing about not meeting my metrics, which at the end of the day are the only thing that matters if you want to move us. Now I find myself and several other colleagues that are working off the clock just to meet our required objectives, a necessary evil if we want to stay in good standing and perhaps have better opportunities at advancement. I thought I was so lucky to get in with suc...more
Claims Adjuster | Los Angeles, CA | Jun 11, 2019
Good company to work for, but be prepared for the workload
I find that this is a great company to work for with benefits unlike any other I've been a part of. I've had nothing but good experiences with the company and the managers I have worked for. This is one of the only companies I know that gives men a full 8 weeks off paid after the birth of a child.
A typical work-day depends on the department you are in. For non-salaried claims positions, it's a strict 7.5-hour work day everyday. There are occasions where overtime is offered. For salaried claims positions, you can easily exceed 40 hours a week with no overtime pay considering you're salaried. Time management is absolutely crucial in this company.
There are some considerable challenges at this company. Do your research, first. If you work in claims you will be put in high-stress scenarios with customers, regularly. Sometimes contractors will get angry with you to the point of wanting to start a physical altercation. These are hazards of the job, but the company always has your back and I've always felt that way. It is important to understand this and make peace with it before you try out a claims job. Customers will get upset. Contractors will get upset. It's your job to make the best of these situations and help people as best you can. You also have to accept that sometimes, you can't help somebody, and they will be mad at you regardless of how you tried to help. All you can do is take solace in the fact that you did your best and you actually did try to help.
ProsManagement, benefits, company culture
ConsDay-to-day workload, supplements, high stress
Claims Adjuster | Massachusetts | Dec 6, 2018
No work life balance
I started here because I knew that I didn't want to spend my career as an inside adjuster just sitting in a call center. I thought that the field role would be perfect for me because I am hard working, smart, personable, enjoy helping people and like being outside and working on the go. However, from the first day, I started seeing red flags. First, they have no structured onboarding process and you simply have to just wait around until your manager has 5-10 minutes here or there to walk you through onboarding. Then upon arriving at training it became clear that the training program is utterly ineffective. They do not even have a licensing process in place. Once you get out in the field they almost immediately start giving you a full workload. You are expected to handle the same number of claims, the same types and sizes of claims as an experienced much higher paid adjuster who has been on the job for 10+ years. And you are expected to handle these claims in the same timely manner and provide just as good of customer service as these experienced adjusters. This lead to experienced adjuster having free time to run errands and go to the gym during their office hours while a new adjuster is stuck working 50+ hour weeks and still falling farther and farther behind. Additionally, there is next to no support for the adjuster in the field. The managers are too busy to take time to help you learn how to properly scope losses or how to estimate on complicated claims and the other adju...more
ConsWork-life balance, workload, poor benefits, poor training, lack of support
Assistant Underwriter | San Diego, CA | Aug 10, 2018
Inconsistent and poor choice in management
The office is very inconsistent across individuals and roles. They find ways to use a “benefit” to take away another more beneficial one from the employees. There is a lot left up to manager discretion that managers chose not to allow employees to utilize the benefits for sake of saving them time, effort, or showing up on a report that contradicts the benefit. Rather than explain they would take it away in it entirety.
So while Liberty Mutual as a whole offers great benefits and perks to their employees it all depends on the type of manager you have whether you will see them or not.
The decisions of management have not always been conducive to a more balanced and relaxed environment for their employees. While adding more to jobs and taking away from other jobs to create a more seamless approach they have never compensated the employees. So you could start in a role and they will evolve that role into the next level but while you are expected to learn more, and do another job they do not compensate for this change but rather call it evolving when really the person who did this work before had proper training and got paid a lot more than you
So while the aspects of the company can be great and the company as a whole is great to work for they could do much better at being consistent and seamless across the globe.
An employee review of their direct manager I think would improve this and help upper management see where there is another opportunity. The reviews are ...more
ProsOverall great company and benefits
ConsInconsistency, more work and less pay as they “evolve”
Adjuster | Plano, TX | May 16, 2019
Stressful & Unrealistic Expectations - Look Elsewhere
The only good thing: FLEXIBLE SCHEDULE.
The downsides: EVERYTHING.
Simply a toxic, stressful, neopotistic/favoritistic environment. If you're family of upper management, you'll get promoted. Or, if you're buddy-buddy with your manager, you'll get promoted. Otherwise, you'll be locked into your role.
Claim volume is heavy, brutal, and unrelenting. Adjusters are constantly doing the work of 2-3+ people. You're on the phone constantly, meanwhile voicemails/emails are coming in so fast, there is no way to get to them all, and customers will complain.
Unless you're manager's favorite, the only feedback you will receive is negative. The right hand doesn’t know what the left hand is doing. TMs trying to win the Unit Mgrs praise & forgetting that they have a team to manage & try to help get to their next level. You feel like a robot, rather than a human being. Favorites often receive no reprimanding on their mediocre claim handling. Honest, eager, and hard-working employees are driven into the ground.
Ruled by attrition.
Upper management is entirely disconnected from the realities of front-line employees. They ask for honest feedback, then punish those who dare to give it, because any perceive criticism is NOT tolerated. Therefore, everyone stays silent and pretends everything is hunky dory...unless you find employees crying in the bathroom or at their desks.
The employee rating system is designed so that the bottom 80-90% are "successful" and only the top...more
ConsTMs are cowards, Unrealistic Metrics, Turnover Rate High, Will cause Health issues with all of the Stressful work & uppers who can’t Manage effectively
UNDISCLOSED | United States | Jun 19, 2019
The Hunger Games
You read that right, The Hunger Games. This is the Liberty Mutual way. May the odds be ever in your favor and only the quickest shall survive.
Constant fear of losing your job. Don't speak up about pain points or truths, management will say you are being negative and argumentative.
Unable to take issues to your higher management level, you will be shunned & pushed out if you do!
LM hires managers who know nothing about the departments, so long as they have some type of manager experience (doesn't matter if you come from McD's).
Goals are unattainable; you are belittled and heavily questioned if you don't meet your monthly goals (Even though managers couldn't do your job on a daily basis, due to lack of knowledge and experience)
Goals are typically set in place based on "historical information"
Most times, these goals are based upon factors out of your control (Surveys, ARB decisions, etc) Most times, in order to meet your monthly goals, you will slave yourself and stress beyond belief.
You are expected to produce these monthly and YTD goals, regardless of any time off.
The claims department and the subrogation department are very much out of sync and can not seem to come to an understanding as one. (To the point where each department will refuse to take applicants from the other department)
Very little room for advancement, even though some will say otherwise. (Its not what ya know; its who you know!)
Safeco operates under LM; although LM is the parent company, t...more
ProsTime off, education reimbursement, work from home
Consworking conditions, poor management, constant fear and stress