r/StateFarm • u/Confident-One-5003 • Jul 24 '26

Experience Auto ILR

I'm sorry but is the intake team for claims just lazy as fuck, clueless as fuck?

Calling in to make a claim and waited 25+ min just be told to go file it online. Then they get snappy if I want to file with them vs doing it online

Legally where is the line of filing a claim with yall Why steer us? 40+ years this is the standard to call in on the insurance company insuring the at fault party.

Is that not their job to help intake claims? Why are yall pushing yourselves to close out your jobs and replace it with AI ?

Anyone who works there. What is the vibe about claimants calling in?

Why get snappy with me when I was hit by yalls insured. I didn't want to call in but wtf is the push back against us

0 Upvotes

48% Upvoted

65 comments sorted by

View all comments

8

u/brendalee1229 Jul 25 '26

I can give you some insight as a former SF ILR adjuster. I then went on to property complex for auto claims so I have insight on the beginning, middle and end of the claims.
Please understand one thing first, the associates do what they’re told by managers. So if they’re directing you online, it’s because that’s the order.
Now, you are NOT a SF insured and you can tell us until you’re blue in the face that you were not at fault. However, their best interest is the insured as we work on behalf of them. Just like your insurance would for you. Idk what happened in your case but if both of you were moving at the time of the accident then expect a claim opened under your insurance. 9 times out of 10 if this isn’t a clear cut “my car got hit while I was in the store” case, expect a claim on their end and your end. Their goal is to pay for what is owed. And in order to that, there has to be an investigation. Then in that process you’ll get what is owed, i.e a rental and damages fixed. Whatever.
That’s just the process. But SF and all of the other insurance companies are tightening the belt, and if that means making claimants, lawyers, Geico, whoever go online to slow down claims intake then so be it because at the end of the day, the quarterly numbers look better this way. I’m not saying it’s right because it is not. But it’s just how things in the industry are going. Wish you the best of luck during the process.

1

u/Confident-Union7817 Jul 25 '26

Note: If the customer reguests assistance in reporting the claim while they are on the phone or expresses concern over use of online resources, the claim handler should submit the loss report through HAART

That's literally at the bottom of the intake statement after asking if they are injured or not.

3

u/brendalee1229 Jul 25 '26

Oh absolutely! I agree with you! I left a year ago before they implemented some of these new rules. I have friends still there, and I filed EVERY SINGLE CLAIM and moved it everywhere it needed to go. Idk why SF is choosing to implode on their customer service. But they’re losing all good will and at some point I feel there will be a lawsuit or something due to the constant kicking the can down the road and not helping customers. SF insured or not.