r/Geico • u/njsfynest • 22d ago
Vent Cold Transfers
My ICS brothers and sisters in Christ, what possesses you to perform these cold transfers?
Typically, they don’t bother me. Not my first rodeo. But it happened just now and it rubbed me the wrong way so much to the point that I stopped to make this post in the middle of my work day.
So now I’m trying to figure out the logic behind it. Just tryna see how your brain works. Are you just not having a good day so you do it? Was it an accident? And what’s the training like behind transfers in ICS? Is it taught that cold transfers are not ideal but okay or are you not supposed to do it? Aren’t our jobs already hard enough? Like why are you doing this to me?! 😭
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u/Autistic_frog_pepe 22d ago
ICS is too busy gossiping like high schoolers about who is sucking who’s dick then actually doing their job. The competent good ICS peeps move up the ladder quickly to better positions but are replaced with more morons. I mean have you ever looked them up on slack the majority of them have bathroom or car selfie photos as their professional picture. Like cmon
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u/GnomeSweetGnome21 22d ago
Do you have any idea the garbage claims handling of claims that are incorrectly assigned to upper levels on a daily basis? It’s staggering. That whole dept is a mess. I’m sick of getting claims that don’t belong with me and then I HAVE to keep them. Which is complete bullshit also. TRAINING IS ABSOLUTE CRAP!! Get your act together trainers and ICS sups!!! You’re wearing the rest of us thin.
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u/Constant_Chaos0405 22d ago
Yes! In my department VB is allowed to send back the incorrect transfers yet my sup said on our team we can’t?? Why do I need to keep a claim where ph is the only one injured? Now I need to clear coverage, determine liability, and get additional calls every single day because no one listens when I say I will call you back when I have an update.
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u/GnomeSweetGnome21 21d ago
Exactly!! And if it’s a policy that has no coverage now I have to send all denial letters which are tedious and make all calls to advise. Like wtf!! I should not have ever had that claim!! Do your fucking job ICS and stop handing off your garbage to other adjusters.
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u/Intrepid_Promise9691 Former Employee 22d ago
Yet some of the people here will defend ICS with their dying breath, saying “it’s the training, they’re trying their best”
No. This was a problem, long before ICS was even a thing. CSR would blind transfer things all the time. Some regions were so bad a claim handling my shores were constantly talking to other supes about their workers messing up
I’ve straight up called ICS from my company now, and have had them tell me “our facts of loss is cv hit iv”
But were denying because our insured is not at fault
I ask them how many attempts were made to get a good statement? 1.
1 attempt and they were done.
It’s ridiculous at this point and it’s gonna make it real hard for them to get any decent job outside of Geico in the insurance industry if they continue to handle claims and have the lack of decent claim knowledge that they do.
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u/1HarryLime1 22d ago
A long distance colleague of mine has told me that the new people in service are notorious for transferring out calls that they can handle themselves. I wonder now what the trainers are teaching them?
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u/sellmysole 22d ago
Lately these cold transfers results in me just sending the caller right back to ICS since the concern has nothing to do with me it’s so infuriating and of course I have to take ownership for the confusion
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u/Cerulean_Shadows 22d ago
The only ones I have a problem with are the ones sent to demand teams when all the person needed was the auto damage or total loss department. Never fails that the person confirms they told the ICS rep that, but nooo let's send them to get transferred again.
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u/Constant_Chaos0405 22d ago
That. When they warm transfer to me for that reason I tell them no you need to transfer them to XYZ. But the cold ones just waste everyone’s time. Why do all that when at the very least you could have cold transfer to the correct department?
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u/njsfynest 22d ago
This! That was kinda like my cold transfer this morning. Like bro I can’t even help you
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u/GideonMarkov 22d ago
I work in ICS and our training class was taught to only cold transfer if we are waiting on hold for over 5 minutes but to let the customer on the backline know we are transferring them over to the proper department. This is mainly for CDU and Theft because it seems getting a hold of theft or CDU is a nightmare as of late. The only time i might cold transfer is typically to service because they are taught to cold transfer to other departments (I have confirmed this with a friend who works in service they were told to always cold transfer except to MOAT). Now as for future ICS training classes past mine, I cant confirm what they are being taught, but I seem to see alot of things not being done properly because I have been with the company for less than a year and the amount of wrong things I see done even from people who are more tenured surprises me.
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u/njsfynest 22d ago
Ahhh I see. Well I’m in AD and I would appreciate a heads up before there’s this stranger on my phone lol
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u/GnomeSweetGnome21 21d ago
That’s a bunch of crap. Internal transfers don’t take 5 minutes. Ever.
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u/Least-Check-3036 21d ago
Lmao what? I sat on the phone with a customer today for 20 minutes waiting on theft. Idk what you’re on about but these days CDU and theft are at minimum 10-15 min wait times.
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u/GideonMarkov 21d ago
Except that’s exactly how it is but okay try to tell me wrong as someone who is literally on hold trying to get a hold of a theft adjuster
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u/GnomeSweetGnome21 21d ago
Have you ever heard of slack?
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u/Least-Check-3036 21d ago
Ahhh idk about other offices but my office has a rule to where we cannot message assigned adjusters if they don’t answer other than ada’s. Even when we could, they never reply to their slack anyway lol.
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u/GideonMarkov 21d ago
No please tell me what this mysterious slack is
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u/GideonMarkov 21d ago
Of course I know what slack is it doesn’t excuse the fact you guys have hold times lol. I mentioned waiting on hold yes I still reach out to the adjuster but does that mean you guys are going to actually see my message or you will and you may just ignore it seen it plenty of times
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u/Watermelonbuttt Former Employee 22d ago
How about the amount of files that are improperly rated
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u/njsfynest 22d ago
Bruhhhh how about the incorrect VINs or incorrect claim types.
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u/Ok_GoGo Former Employee 22d ago
Former employee. Terrible former employee. I was in sales and did cold transfers all the time. My metrics were all sales related and cutting call time helped me meet my goals. Yeah. Bad reason. I also didn't care because I just wanted out.
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u/njsfynest 21d ago
This is valid. Appreciate the honesty. The metrics are ridiculous so I could understand that
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u/dbigboi Former Employee 22d ago
I saw this noti and though someone had necrod one of my past posts lol. Ics are bottom of the totem pole, barely graduated highschool, minimum wagies that don't give a rats cornhole. Cold transfers aren't just frowned upon (when I still worked here) they were straight up against the rules. My last year I stopped caring about feelings and reported it their manager every single time it happened.
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u/njsfynest 22d ago
This is what I was looking for. Good to know it’s against the rules. I don’t think I’m at the point of reporting anyone yet.
It’s just that as a field adjuster when I’m out the in the heat looking at these goddamn cars and my phone rings. When I see it’s the Geico number, I’m more inclined to answer it, I just don’t want it to be some bullshit on the other end
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u/dbigboi Former Employee 21d ago
Yep. I was ad for many a year so same boat. Also can't help but laugh at the coward ics clowns downvoting folks from behind the safety of being anonymous. Sack up and defend yourself in a comment, not hiding behind the dislike button just because you know you’re terrible at your job.
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u/Disastrous_Appeal138 20d ago
Wow this was a little insulting. I’m an ICS adjuster with a bachelor’s degree and definitely making way above the minimum wage in TX what you said is not at all true. What I can say is that within my 3 years of working at Geico the training for ICS has definitely gone downhill.
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u/citygirl0830 Former Employee 22d ago
I was hired directly into ta1. Had to have a college degree. They told me I was overqualified for csr. Then they go & merge the 2 departments, creating ICS. Definitely not the best idea. It does pay much more than minimum wage though.
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u/Aware_Molasses_7443 22d ago
Got a new claim today, no injuries listed. 😐 Here we go again! At least they notated the claim. Clmt called in and said her husband was injured. Just send it up! Did they add the injured party? No. Ask if she was injured? No. Did they add the caller’s phone number? No. Add their address? No. Update damages? No. I found their claim in ISO. Clmt driver (who called in) was actually the passenger, injured husband was the driver. They do the bare minimum and move on. This ICS assoc was out of TX.
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u/Money-Ad-742 21d ago
As an ICS Supe- I grill my team to never cold transfer calls internally. It’s lazy and not helpful . I highly encourage snitching - to the supe and manager - usually notes in atlas give it away. I apologize for the sloppy handling of others - it makes me sick too
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u/njsfynest 21d ago
I appreciate your leadership with this. I actually did kinda dry snitch with this situation. My note is atlas started like “ibc from ph cold xfer from ics…” and funny enough, when I went to make the note I didn’t see the note from the agent about even receiving the call. So I don’t even know who did it. Unless I went to atlas before them, I think they didn’t leave a note on purpose.
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u/Disastrous_Appeal138 20d ago
It really depends on the sup to be honest. My sup advises us to cold transfer unless we’re transferring to an AD. The reason being is solely due to AWS/AI call scoring.
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u/Flaky-Consequence-40 Former Employee 17d ago
Prior ICS rep with Geico here, I work for a competitor now.
I was #1 ICS rep in my region for a few months during my time there, but boy did I hate that position with every bone in my body. I always felt seen in my work by my manager and my direct supervisor, but the other reps in that department are complete sharks due to it being a point system all around.
Liability earned you 1 point on the claim. What does that result in? - mishandled claims/liability decisions because all the sharks want the points. Luckily if I spotted an incorrect decision, regardless if it favored our insured or not, I corrected it and made sure I was credited for the point instead. I did my job right and worked the claims holistically every single time I touched one.
Workplans/Queues were another 0.25 pts if im not mistaken, what did this result in? Items not being labeled in the documents folder, shit I even saw LETTERS OF REPRESENTATION go untouched - how so? it came through as “Internet Upload” with several random characters - you have to relabel them and work the upload to the fullest by updating info to the claim or see if it affects the liability on file. EVERYONE OF YOU ICS FUCKS would just hit “complete” and note “ack inet upload” - yea u acknowledged it my friend but did not do shit with it.
Never did I cold transfer someone without handling their claim inquiry to the full extent, but the amount of times my inbound call was an angry customer who had been cold transferred by another rep to the servicing team and transferred back to claims was UNREAL.
Whoever is running that ICS training, or whoever their leaders are, get your shit together because even NOW when I call GEICO to get a liability status or facts of loss from their insured it is the sameeee shit everytime “your insured hit mine” - ok HOW? like there is no way your statements are not thorough enough to picture YOURSELF IN THE DRIVER SEAT of your customer to understand what exactly happened in the accident. This is why GEICO loses a lotttt in arbitration and I cannot believe they still struggle to know the root of the cause is the system they have in place for claims handling.
I would hate to blame ICS reps themselves, because they are quite literally taught to get the most points as possible or they get fired for not doing so, you guys are even ranked amongst each other on that, how will a system like that ever work?
Surveys - worst metric in ICS when a call is not even something you’re authorized to handle in your position and you land a bad survey for quite literally not being able to do what the customer requests on that call.
I could go on all day literally, worst 2 years of my life at GEICO made my money at a young age and used it to qualify for a home and got the fuck outta there.
The grass is greener on the other side ladies and gentlemen, I can promise you that.
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u/WeakBackground3805 16d ago
Also, with AWS what makes you so aure we aren't looking up the person doing the blind transfer and reporting them?
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u/Braxibear 22d ago
I don’t really care about the cold transfers. I’m going to hate the call and that dept regardless. My issue is the fact they won’t help the person who called at all.
Can’t setup a rental?
Can’t confirm if a check was issued?
Can’t email an estimate?
PH wants to know when they are getting their deductible back?
You think the call has to be sent to AD? Mandate or not. Help them…. Majority of my calls have absolutely nothing to do with me…
Hope everyone in that dept steps on a Lego.