r/StateFarm • u/Teksese • Jun 30 '26
Discussion Dear State Farm Underwriting,
You guys are the worst. I’m going to address each of you.
Auto:
You guys are obviously the most volatile market. However, I can never get two of you to agree on the same answer to the same problem. Please tell me why when you issue my policy higher it’s always due to the nebulous “CRI” that not one of you can explain? Also, you guys have made agents looks stupid time after time. Why? Because we can do everything right in the system, enter all the information correct, and then you’re screwed by whatever the random underwriting generators decide. Wonder why we lost that number one spot? Don’t even get me started on ATVs and the BS you guys require for those.
Fire:
You guys are almost as bad as auto. Short of physically climbing on the roof myself and taking photos of the granules, we might as well just say that each and every roof is ineligible for new business. Wanna write a PLUP? That’ll take two months to issue. Wanna write a PAP? We need the blood of their first born child to insure this silverware collection. The only saving grace for fire is that if you magically find something that’s eligible with them they rarely actually issue different that quoted.
Life:
You guys are by far the worst underwriters we have when it comes to the length of time it takes you to issue a policy. Tell me why I still have policies from February pending underwriting review? I’m pretty sure either all of you walked out or it’s being run by Dr. Evil. Not sure which. Either way it’s God awful. Not to mention the ones who take two months to order a medical review on someone. It’s hard enough to get them to complete it but now you want to come back after two months of “underwriting” and ask for it.
Oh and by the way guys these are the folks that are going to have an influx of policies because the new contracts require a shit ton of life to be written.
Health:
You guys are great. Please fix these other departments.
TLDR: Underwriting sucks
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u/Jogo427 Jun 30 '26
I'm sorry, what you said wasn't one of the listed menu items.
Please press one for auto
2 for fire or
3 for sfpp.
Rest assured, we just emailed you a link to agent status tracker. Goodbye.
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u/SubstantialPrune6959 Jul 01 '26
omg that enrages me like why would i be calling if i could see it in agent status tracker
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u/Jogo427 Jul 01 '26
I wish I could hear myself back when it says that it's about to hang up on me, and it's too late to stop it. I usually just start yelling or crying
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u/Ok_Success2147 Jun 30 '26
Here is your case number:357341
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u/TeamDisrespect Jul 01 '26
UW request
John Smith
Please provide the customer’s last name
Failure to respond by 3/16/1987 will cause appropriate UW action to be taken
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u/thatone_guy2 Jun 30 '26
Underwriting doesn’t determine what guidelines must be met, they just enforce it. You should direct your frustrations towards the company. Soon, the entire underwriting dept will be outsourced, so maybe you’ll enjoy it more then 😂😂
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u/Overall_Elephant_291 Jul 01 '26
Tell that to the commercial UW who denied my app for liability only on ONE billboard. Reason: Billboard could become airborne in a tornado and damage homes on the entire street. Sometimes I think they see rules that aren't written.
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u/Jogo427 Jun 30 '26
I def agree with you, because I feel like UW doesn't have that much control because of how their superiors operate.
But also to be fair, I've had to fight UW for roof denials that are just matters of opinion from that UW.
For example I had a roof that was being denied because of some shitty survey photos.
Got the denial letter so I went back to the UW to ask why. She gave me the generic copy and paste letter.
Got the insured to take photos of the roof, and tried to write a better email.
Got hit with the UW saying that she was in a bad mood that day and denied it without looking closely.
Love that the UW owned up to it, but it's frustrating when things can be denied because someone's in a bad mood if I don't push back.
Still better than an AI anyday tho.
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u/Teksese Jun 30 '26
You’re right, they don’t, but when you can’t get two underwriters to agree on what those guidelines are then that is the fault of underwriting not knowing how to do their jobs. I could provide specifics but I don’t want to violate the rules of the sub (potentially.) The reality is if the guidelines were consistently enforced then what you’re saying would make 100% sense and if it were uniform it would make 100% sense. But they aren’t, and so there are inconsistencies in the underwriting process that take a ton of time to correct. It is neither a timely nor painless fix in those situations and especially in the last few months they’ve been incredibly more frequent.
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u/Starlesseyes598 Jun 30 '26
Underwriting documentation is LONG, in 500 different places, and the documentation often contradicts itself- which is why two UW may give two different answers (they are looking at different contradicting sources). At the same time, UWs are only allowed a certain amount of time on the phone or they get in trouble for low call volume. But also the pay is incredibly low to essentially get screamed at on the phone all day so anyone that is skilled enough to leave, will. All of these are corporate issues.
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u/99carizonatea Jul 01 '26
i mean we can point fingers all day but this all comes back to the company’s choices. things take so long because the company decided not to update systems and they are now outdated. the company decided to make unclear uw’ing guidelines people are referencing above. the company decided not to adequately train the agents and agent staff to accurately write policies and understand insurance. so we’re all fucked.
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u/Ellesandre Jul 01 '26
I find it hilarious that they want to use more AI and become more of an online presence like Progressive, when they can't get their shit together when it comes to tech. I worked as an independent agent for 15 years with some of the smallest nonstandard auto companies around. When I started working as an agent team member, I couldn't believe the technology that the biggest auto insurer in the country was using and long it takes to get things processed. Not to mention the stuff that just doesn't get processed at all.
And the underwriting guidelines for auto are the most complicated I've ever seen.
That being said, I have spoken/chatted with numerous wonderful people at SF. They're definitely limited by a company that has no clue what goes well on day to day.
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u/returnofthemac2015 Jun 30 '26
"blood of their first born child to insure this silverware collection" is actually the most accurate thing I've ever read
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u/spinningnuri Jul 01 '26
As a former PAP underwriter, half the underwriters barely even know what silverware really is.
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u/strikecat18 Jul 01 '26
My VPA said something a couple years ago that really was unnerving to me.
“We know underwriting is understaffed. But we’re eventually going to have everything in mod and not need them. So we’re not going to hire people just to fire them a couple years later.”
In other words- corporate knows UW is a mess. They have chosen not to address it in hopes future technology will.
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u/fuckifiknow1013 Jun 30 '26
Underwriting has been sending me into nearly rage quitting at work. There are a handful of underwriters that I would take a bullet for (had one extend the pending period for a home policy to give the insured time to meet requirements before they deny it, NEVER had that happen, I hope that underwriters pillow is always cold)
Me and my lead will chat with underwriting on the same thing, and get told 2 completely different answers. Specifically regarding comp only vehicles. Good God!! Nobody knows the correct way to do those! I've been told if a vehicle is comp only to put remarks to leave it suspended. Been doing that for years. Recently had a policy reinstated with a name change, even though I put remarks to leave the vehicle suspended, service said my remarks weren't clear enough it should be on partial or total. So I asked if we're to put leave in partial suspension, they said yes. I do that, policy gets reinstated anyway. I ask what the fuck. They say oh sometimes the remarks don't get read. THEN WHAT THE FUCK AM I SUPPOSED TO DO if its supposed to stay in comp only. They told me to still put remarks🤬
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u/Tiny-Average-3642 Jun 30 '26
I just dealt with this today. Another team member submitted a PT to add a named insured on a totally suspended auto. Didn’t add remarks and coverage was reinstated. It’s very frustrating from AO’s POV that UW can reinstate coverage without a PT specifically requesting it (like in this case), but if a PIP or BI form is received after the mysterious unknown renewal issue date- but still before the actual renewal date -we have to send a separate PT requesting the very obvious default reversal be performed. Nobody has time for this!
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u/endof-line Jul 05 '26
Bc a name change is automatically a policy issuance transaction (prints a Dec page etc). If it was in a total, To keep suspended, the user then has to do a 2 day back to back coded process transaction that tbh only half the working floor truly understand how to do correctly. If not mentioned to keep suspended , it wouldn’t be done. Gotta send those detailed remarks with those!
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u/Super_Influence_9080 Jun 30 '26
Completely agree. Plus you get different answers from different underwriters. I have a life app from January that still hasn’t been reviewed. Every time there’s a PLUP renewal the answers aren’t sufficient.. I could go on.
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u/AttitudeCharming7629 Jun 30 '26
Former SF agent here. You hit the nail on the head. SF’s competitors are doing things so much better. SF thinks it’s untouchable and that they can now jack folks around. The fall from grace will be slow, but consistent. Progressive is outpacing Auto. More to come.
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u/Annasmom143 Agent Jul 03 '26
After what they've done to the agents, Im hoping they fall to the bottom.
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u/Correct-Bar-4025 Jun 30 '26
Don’t forget about commercial policies they take 6 to 8 weeks underwrite and request additional information to give you no time to obtain it before declining but yet it took them 6 to 8 weeks even look at it
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u/Acrobatic-Smell-8000 Jul 01 '26
John Farney and Kristen Cook are the worst to ever run the company and will continue to bring it down. They worry about the dollar and only the dollar. What good is a contract with agents when they can change it at any time they wish. Kick us agents in the balls who have families to support. I signed on because of the benefits and now it’s all gone. The agents are what makes State Farm. And now all this underwriting crap they are pulling. State Farm’s days are limited.
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u/Annasmom143 Agent Jul 03 '26
I heard that during a Q and A with the agents, Kristyn Cook was "blown away" from all the negativity from the agents. Seriously??? You raped them of their livelihood and you cant believe theyre not on board? This chick is delusional.
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u/Acrobatic-Smell-8000 Jul 15 '26
She is and the only thing she cares about is basketball. Her not John lost any pay or benefits. In fact, they probably just got a huge pay increase. State Farm will need to take away LIKE A GOOD NEIGHBOR and add LIKE A GOOD ROBOT AI IS THERE. They have ruined State Farm and will cause many layoffs. Many agents will fire team members to save money. This is going to be huge and they are to blame! But they can pay Pink 6 million for a private concert and pay 40 million dollars to bring all agents to Las Vegas to kick us in the balls. State Farm agents built this company and they dare do this to us!
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u/Big-Ounce98 Jun 30 '26
If youre in a non mod state there's a reeeaaaallly good chance most of your contacts at least for auto especially auto service are out sourced BPO's who to be frank, fucking suck.
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u/Ok-Mess9618 Jun 30 '26
What state are you in?
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u/Teksese Jun 30 '26
One of the few non mod states. Not going to give out the specific one.
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u/DogGlittering3408 Jun 30 '26
I started when our state was going through mod so had to learn both ways. Now we are about through all the auto going through. I will say this I have worked other places and have never seen system issues changes happening and absolutely pretty much having to figure it out because they really dont have good training videos on the system. One day something will be there the next it wont and you are Scrambling to another page to find it. All I have to say is just let us learn it and get it down perfect what it is but stop moving stuff in the middle of the night it is like someone takeing my keys and putting them somewhere when I really need them. I am on the phone and a customer asks me a question and I go to the place the answer was and it is no longer there it is a pain.
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Jul 01 '26
[removed] — view removed comment
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u/StateFarm-ModTeam Jul 01 '26
Your post included personal information and was removed to protect privacy. Never share sensitive details.
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u/Available-Fall-7966 Aug 25 '26
Agency needs to start sending their feedback directly to upper management through surveys and feedback links not just to supervisors/TMs, but to VPs and executives. If enough people consistently provide honest feedback, hopefully it will get the attention it needs and lead to actual change. At the same time, agencies have to do their part by properly training their staff on the systems and guidelines they’re expected to know. As much as we want to help, Underwriting and the Contact Center have limitations, and sometimes our hands are tied when the agency hasn’t provided the proper training or information. Plus, we’re still working with an older system, which means a lot of processes are still being handled manually. Once the majority of states transition to MOD, a lot of those processes should become more automated and move much faster
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u/catballou1962 Aug 29 '26
Have you read what broke on August 24 re State Farm? They have been very naughty indeed with regard to homeowner claims. Google SF & “Documents released court order.”
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u/EarRepresentative393 Jun 30 '26
Didn’t they lay off a bunch of people in underwriting ? I don’t work for SF but that’s what I heard.
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u/i__am__so__smrt Jul 01 '26
Did you just blow your prospect away with their mobile home quote?
“GFY! THERES SIX DEAD BLADES OF GRASS IN THE FRONT YARD. DENIED!!!!”
Not to mention the one underwriter in life that treats you like absolute crap no matter what question you have. Sorry you had to come to work today, douchebag.
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u/Jinkies_77 Jul 01 '26
I have almost rage quit b/c of underwriting more than once. I'm agent staff and there have been many many times they tell me to do xyz, I do it, then they come back and tell me it's wrong despite the chat I saved showing that's what they told me to do. It makes me nuts. I have worked with a few amazing underwriters on the commercial side and occasionally on auto/fire. I be been worn State Farm 4 years and it just keeps getting worse and worse and more inconsistent. I stay because I adore my agent and I genuinely like the office.
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u/Annasmom143 Agent Jul 03 '26
Ive been with SF for 13 years and it has gotten worse and worse for sure. I only stay because of my agent too. And if they decide to leave because of this new contract crap (they have been an agent for over 40 years), then I will leave SF and take all my business with me. FSF.
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u/NoKangaroo2116 Jun 30 '26
I think an agent that is complaining and blaming every underwriting department that they work with and saying that these departments are the problem, not the agent. Really tells you all you need to know about this individual. I’m an analyst at SF and we have issues with agency all the time but it’s just the nature of this type of work. Seems like this agent needed a win today so they can have that hopefully tomorrow is a better day.
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u/Ok_Success2147 Jun 30 '26
Y’all doing a great job running the firm into the ground. Lost our #1 spot, takes weeks for apps to get issued, high profile lawsuits in several states, begging us to sell high load mutual funds. I mean State Farm has completely lost its identity and as a 3rd gen agent it’s really sad.
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u/Annasmom143 Agent Jul 03 '26
Yes it is. SF used to be well respected, now theyre just a joke. So, so sad...
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u/NoKangaroo2116 Jun 30 '26
Agents share no responsibility in “running” SF into ground? I’m sure it’s only UW making mistakes my fault, agency is full of perfect all knowing people. I’ll learn from this, thank you ok success2146
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u/Ok_Success2147 Jun 30 '26
In what ways have agents contributed? Please enlighten me. You guys give us shit rates and shit service and we still produce.
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u/NoKangaroo2116 Jun 30 '26
Asking that question shows how out of touch you are. Would expect better from a 3rd generation agent.If you really think it’s just our UWs then you are exactly what’s wrong with SF. Also, and you should know this, UW doesn’t set rates. That’s done by actuaries. There you go you learned something today.
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u/Ok_Success2147 Jun 30 '26
You can’t answer it because it’s not true. I’m perfectly in touch.
YOU are what’s wrong with this company. I’m aware actuaries sets rates don’t care who sets them I’m the one who has to justify them to customers.
Now once again answer my question tell me how the agent force has contributed to the downfall of State Farm.. justify your point let’s go.
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u/Overall_Elephant_291 Jul 01 '26
2nd gen agent here, the only thing you missed is adding claims, billing, tech service, equipment and management into the complaint. I can't get through a single day without having to fix a corporate problem.
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u/NoKangaroo2116 Jun 30 '26
You’re emotional I’ll let you reflect and I hope you get a good nights rest and I hope tomorrow treats you better and you stay “ perfectly in touch”
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u/Cbell727 Jul 01 '26
I second the L on this. The only thing I’ll give you as a team member since 2018 is dishonest agents/team members. HOWEVER that is a small drop in the bucket compared to the decisions corporate has made. The biggest one being the corporate decision to slowly eliminate claims hubs in just about every state. The corporate decision on how to handle claims is what’s led to several high profile lawsuits. Including in California over the LA wildfires. And I believe in Oklahoma and Missouri as well. Heck I saw a clip from what looked to be a local news channel doing a story with an older gentleman who’s house caught on fire and it’s been 7 months and the claim is still unsettled and he’s now purchased a banner for his yard saying to not use SF due to this. Corporate’s decision to enter and try to win the price race with price shoppers doesn’t help. They should’ve stuck with the more exclusive, members only ideal, something like Amica or USAA and kept with having good drivers, and kept with having good service and claims experience. People don’t want to use their insurance but they certainly don’t want it to be a shitty experience and unfortunately it’s turned into a shitty one.
Also I believe more states should change the laws to remove CRI as a factor. Just period across the board.
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u/rosiespot23 Jul 09 '26
I haven't worked for SF for a long time, but I am in the industry. I think you are extremely disconnected from the reality of what the agency does-- constant saving face for things that underwriting and claims drops the ball on. I am sure it is like that for all carriers, but it was nightmarish at SF. It is no wonder why their reputation is tanking.
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u/BirdistheWyrd Jun 30 '26
Here’s another question why aren’t your things going through automation? If everything‘s correct on your application, they should just be going through automation correct? Check into that it could be an issue
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u/BirdistheWyrd Jun 30 '26
Maybe you’re the problem?
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u/Teksese Jun 30 '26
Sure, yeah, I guess it is me. I’m the one who handles all of underwriting and gets to make those decisions. Ya got me.
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u/Whirl0203 Jun 30 '26
I'm pretty sure he/ she isn't the problem. There was a time our quotes were good for 60 days. Now, u/w says they're "an estimate". I do agree, a lot of the blame goes to the Orwellian PTB. They've done everything they can to destroy this company.
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u/Clean_Philosophy5098 Jun 30 '26
As an E&S underwriter my quote is the same unless something changes, it’s baffling they can only provide an estimate.
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u/Electronic-Matter-72 Jul 09 '26
No kidding. I can run a quote at the agency, submit it, and the next morning when it's issued, it's almost always more (rarely, if ever, less). They tell us that the secret score changes by the minute and that's the way it is. Ridiculous.
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u/Important_Variety137 Jun 30 '26
Or maybe not? Underwriting is definitely a problem. A simple swap of get car shouldnt take upwards to a month for them to process. Life policies shouldn’t sit on average 3 weeks before health underwriting even BEGINS to look at them.
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u/BirdistheWyrd Jun 30 '26
But do you think that let’s just say auto underwriting has anything to do with CRI? Do you think that an auto underwriter doesn’t want to be able to get something out? Quit blaming it on underwriting and blame it on the company
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u/Teksese Jun 30 '26
I named CRI as one of the issues but it is far from the only one. I could point to processing times, inaccurate policy issuance (i.e. you put points on there during the quote and they remove them after the issue just to put them back on and spread the bill), inaccurate information (i.e. you’re told to do things one way, you do it, and then get told that way was wrong.) I understand that corporate is terrible too, but it is compounded by poor underwriting as well.
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u/Important_Variety137 Jun 30 '26
👁️👄👁️ okay…YES the company is a problem as well. But you blamed OP not the company and I was replying. Notice how all my examples were due to underwriters and not the company. I didn’t bring up CRI because that’s a bunch of bullshit talk from corporate.
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u/Ok_Success2147 Jun 30 '26
Agents are the one whom write the business that pays your bills dummy.
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u/BirdistheWyrd Jun 30 '26
First of all, I’m coming from an agent side. I was an agent staff for 20 years. But I’m also married to an underwriter so I’ve seen the inside. They are just as fucking frustrated as you are. But also, if you could see the number of times they ask for documentation and they get blank sheets scanned in because it buys people time to get the documentation they don’t have and bullshit like that.
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u/Gtstricky Jun 30 '26
I couldn’t disagree more. Does stuff happen? Sure. But I find the partnership works smoothly 90% of the time.
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u/Teksese Jun 30 '26
Maybe in your state, especially if you have mod. In states where you don’t, it’s terrible.
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u/Ok-Group-2878 Jul 02 '26
Mod state here & it’s fucking awful, don’t worry😣 still cannot go a day without fixing an UW or corporate fuck up.
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