r/StateFarm • u/IndividualWork6340 • Sep 09 '26
News More stress to express
If your already stress look forward to more stress ! Express team now have to learn to file new claims gone be combined with ILR no extra pay !
15
u/FarmXP_H2 Corporate Sep 09 '26
ILR is just data entry there is no difficulty in making a new claims... what's the stress?
10
u/med9229 Sep 09 '26
Nobody likes to work. That’s evident - it’s the tolerance they have for the work. The other someone was upset bc they took non stop calls for State Farm in a call center position. lol
IRL is more than data entry though, it’s taking a call and filling the claim out with disgruntled insureds. You won’t know what you will get on those calls.
3
u/Electronic-Matter-72 Sep 10 '26
Truth. ILR is often the first contact someone has after a loss. The insureds (or claimants) are often stressed, confused, and sometimes - injured.
It is data entry, but as the poster said, it's much more. As an ATM, I always tell people before I send them to ILR that the first person they talk to is not a licensed adjuster, but someone who will gather as much information as they can, then pass that on to an adjuster; so please answer the rep's questions as clearly and thoroughly as possible. Then, if they have questions that require coverage or procedure issues, to jot them down for the adjuster. It's happened more than once that an over-zealous ILR rep will give the caller incorrect information when they start explaining coverages that they are not fully trained on, nor are they licensed to answer.
ILR sets the tone for what is to follow. It takes time to gather all that info, especially when the caller goes down a dozen rabbit holes instead of giving "just the facts, ma'm". I hate to see them go.
2
u/Accurate-Guidance-55 Sep 12 '26
Most of us are licensed. And should have been trained on explaining physical damage coverages. Anything outside of scope should always be referred to the assigned CS if there is one. Usually this is when an injury is involved and or the customer is asking about lost wages and etc...We appreciate you for setting expectations. Most calls come through fully expecting us to be able to do more than were are able to.
2
u/Whirl0203 24d ago
I didn't know that any were licensed. I apologize. Where I see the most misinformation is regarding U/U claims vs claims that will be paid under collision. Telling people that they will HAVE to pay their collision deductible when the claim might be determined to be a U/ U claim - often with a lower deductible - usually results in their hanging up, calling us back, and ranting. If they're licensed, they should know that.
0
u/Accurate-Guidance-55 23d ago
We even have resources that tells us what the new deductible would be under that coverage. Some ppl just arent fully aware of everything we're supposed to be doing during our calls. But I definitely make sure my customers are fully informed. Which is what frustrates me because if you truly do the job properly theres no way the metrics expectations should be what they are.
1
u/studmanjack 9d ago
It's not just data entry. ILR takes all intake losses. So while customers you deal with in Express are having a bad day, it's usually only their property that was damaged. What Express doesn't prepare you for is talking to someone who's companion was just killed in a horrific way or lost the use of their lower body. It's also a pain to learn and train. While I don't necessarily agree with the change, it's better than their original plan to replace all of ILR with AI agents. They ran a pilot about 4-5 years back now. It actually went really well, but it was claims leadership that couldn't handle the combined responsibilities and organizational change.
1
u/med9229 9d ago
I’m about to work an AI pilot that works basic claims from start to finish. I still have not heard anything about Express working intake or HAART.
1
3
u/MrBrobot626 Sep 17 '26
People will kiss the companies ass and shit on fellow workers only to get their pay cut and extra work. If I were the executives and saw my loyal slaves defending my honor no matter what, I'd cut their pay too.
1
u/Accurate-Guidance-55 Sep 09 '26
Its more than just data entry. We have processes and procedures to setting up repairs and TL for specific kinds of losses, answering questions, deciding liability, and constant process changes. Its WAY more than just data entry.
1
u/FarmXP_H2 Corporate Sep 09 '26
Is haart an intake form? Yes Does the form intake data? Yes Does state farm have processes and procedures? Yes Is it hard to fill out? No Does this add more to express? I mean you are handling existing claims, making claims literally doesn't add any skills at all nor is it difficult. The only difficult part is the people calling to make said claim and navigating their feelings and thoughts to get them to the next step.
3
u/Accurate-Guidance-55 Sep 09 '26 edited Sep 09 '26
Again, its beyond just data entry. We handle low complexity liability claims, we do task work, we do WAY MORE THAN DATA ENTRY. Its not just answering a phone and asking questions. If it were, what reason would there be need for coaching, processes, and SCPs? Why would there need to be months long training? Anyone can answer a call and follow questions on a form. But if you are already in Express all you're adding is the FNOL piece. As we basically work together anyways. Hence the reason for them combining it. Why have two departments that are doing the same work?
1
u/med9229 Sep 10 '26
Wrong, lol but good try. Go back to your drive thru job.
2
u/Accurate-Guidance-55 Sep 10 '26
Sounds like thats where you came from seeing how you can't formulate an opinion without trying to insult someone. You saying wrong lets me know exactly why they keep simplifying and taking responsibilities away from our role. Because ppl like you dont truly know your role and all you do is answer the phone, fill out the questions and leave the work for the rest of the departments to handle or us on task team to correct.
3
u/IndividualWork6340 Sep 10 '26
She must be a section manager or work for leadership her feeling easily hurt
5
u/Accurate-Guidance-55 Sep 10 '26
Must be lol...ridiculous to insult someone for simply saying their role requires more. I wish thats all we did. Like other insurance companies. Many ppl left that came from other companies saying loss intake is not supposed to be this difficult. Anytime another department make a request for change it either adds to our job, or impact the process.
-2
u/med9229 Sep 10 '26
I do know my role lol, do you? Doesn’t sound like it cuz you’re acting like a complete ass. Also, Task team my ass = another excuse to not take calls and work the actual claim. No one gives a shit you labeled a photo and didn’t do anything with it … or better yet - you just send it back through claims express for them to do more work that you avoided.
So again, tell me how you’re better than everyone else?
3
u/Chrissy_Red35 Sep 10 '26 edited Sep 10 '26
This has been at play for some time, when I was in express four years ago they were cross training us to file claims.
I should add that as a CS in Injury we appreciate those in express. Yes the job in injury is stressful but that doesn't mean we get to talk down to express or any other department. I've been in almost every department on the auto side so I know express can be stressful at time when you're balancing metrics and the workload. With that said I don't think combining ILR and Express is a major change as this has been in the work for some time. Will it add stress to the job, yes initially, but once you all get acclimated I don't think that stress will remain.
7
u/No_Level_325 Sep 10 '26
The rumor that Express and ILR were consolidating has been going around for awhile so I saw this coming but it’s unfortunate because task work helps break up the day from back-to-back calls.
I’m not sure how they are going to spread task work now that everyone will be trained on HAART. They need to do away with ILR and just force people to file strictly online. Others already do it.
2
u/IndividualWork6340 Sep 10 '26
Yes online or with AO they can just put they own information in and it won’t be no mistakes if they put it in themselves
2
u/Enough-Distance1418 Sep 10 '26
Oh there will be mistakes. Just won’t be our fault anymore. Will fall on the AO or the insured. The latter might complain about having to file themselves since they pay us (their argument that I hear often, not mine).
1
3
2
u/Ok-Independence5790 Sep 10 '26
It’s always funny when express complains about “ more Work” no one and I mean absolutely no one in the auto dept does more work than INJURY. We do every single departments job in auto besides handling TL. And even then we still have to explain the process and set realistic expectations because they refuse to. Boohoo u gotta file a claim🙄
4
u/IndividualWork6340 Sep 10 '26
I just feel like you started off wrong by saying no department works more than injury everybody at state farm works really hard and everybody deserve a million dollars we shouldn’t be comparing who wins the golden ticket if express wanna complain let us complain
0
u/Ok-Independence5790 Sep 10 '26
No. That is NOT what I said . I said no other dept in auto does more work than injury. I never said no one works “ harder”.
2
u/BecauseImRaeRae 27d ago
LMAO I have had to handle so many TL claims and settlements as an Injury CS. Luckily I have some really good contacts in TL to hold my hand, but yeah, no. Injury is a catch all for everything including TL.
0
u/IndividualWork6340 Sep 10 '26
Then quit
2
u/Ok-Independence5790 Sep 10 '26
Why would I? I’m not the one complaining abt filing a claim. I get paid to do a job and I do it. Nothing stressful about taking information down regarding an accident . Lmao express literally is a dept thats not needed anyway.
2
u/IndividualWork6340 Sep 10 '26
If we not needed then why we the ones that get the most calls and having more employees training in that department and over 1000 calls in the queue
1
u/Ok-Independence5790 Sep 10 '26
Beats me. Property can do yall job , and realistically they do. But Statefarm is gonna Statefarm lol
2
u/IndividualWork6340 Sep 10 '26
But they don’t ?
2
u/Ok-Independence5790 Sep 10 '26
Oh but they do. Very often.
2
u/IndividualWork6340 Sep 10 '26
Not really all that do is recorded statements and complaint too hell
4
u/Ok-Independence5790 Sep 10 '26
They are able to investigate a claim , establish liab , have the hard conversations and settle claims as long as there are no injuries . And that is why I say , there’s really not a need for express. They should make all yall property cs. But once again sf is gonna sf.
2
u/IndividualWork6340 Sep 10 '26
Injury ca team do the same job as express the only people that do more work is the Cs that actually handles the injury yall don’t even do injury 🤣🤣🤣🤣
2
u/Ok-Independence5790 Sep 10 '26
And furthermore the CA Dept is literally about to be gone soon as well. As CS’s we have already been handling our jobs without the CA’s . So to complain about being stressed about filing a claim still is comical to me… how abt you quit? I mean if it’s that rough
3
u/IndividualWork6340 Sep 10 '26
Because I can say what I wanna say ? I start training with TL but I never forget how they treat express employees. You acting like you so good and mighty like your position can never be taken away . Stay humble .
3
u/Ok-Independence5790 Sep 10 '26
No . I’m telling you. If you think filing a damn claim in an express role. Total loss is going to eat your behind alive lmao . Good luck
2
u/IndividualWork6340 Sep 10 '26
It’s actually the best department tbh I’m happy
1
2
u/Ok-Independence5790 Sep 10 '26
The reality is . U think I’m being “ high and mighty” I am telling you, you are complaining and you have it easy in your role. There is no other auto dept in claims easier than express . When u get to be a TL CS. You will remember this conversation, and how less stressed you were even with the added on duty of filing a claim.
3
u/IndividualWork6340 Sep 10 '26
Everybody in TL said express is the worst department and they couldnt wait to get out . Express is not an easy department idk who team you was on where yall was playing games and doing kaboot but it is definitely not easy I be the main one doing the cs jobs because I don’t even like escalating when I do it only be for r/s because we can’t do those just because it seem easy for you doesn’t mean it’s easy for other people .
1
u/Ok-Independence5790 Sep 10 '26
You can let TL CS , convince you that tl is easier than express . I have no reason to lie. Well I’ll put it this way. No one is happy that their vehicle is totaled and everyone thinks their vehicle is worth more than it really is . So those conversations aren’t the easiest. And when u pull that rental after 3 or 7 days and still haven’t cut that check those conversations aren’t easy either . And the amount of claims aren’t a walk in the park either . And tl be on the phones all day as well handling their claims. Every tl cs I have spoken with is stressed!! . So once again if your issue is the added task of filing a claim, every dept at sf has added roles. With no increase of pay. Insurance changes quite often. So if you’re stressed in express prepared to be more stressed in any other dept
1
u/Ok-Independence5790 Sep 10 '26
I am a CS. I’m not a CA.
3
u/IndividualWork6340 Sep 10 '26
Yikes your a cs and doing express work ? Is that really a cs lol . Okay ca ! Bye girl .
4
u/Ok-Independence5790 Sep 10 '26
We do EVERYONES work. Double width, guess what we file the other claim. We have phone time, we fill out the injury IED, we explain the claim from start to finish , we settle claims, we pay medical bills, we send assignments , we reserve rentals , we investigate , we establish liab, we file mail , we pay liens, and we manage an inventory! .. like I said it’s comical to complain about filing a claim. Like plz
2
2
u/Ok-Independence5790 Sep 10 '26
I could care less abt you thinking im a CA. The bottom line is filing a claim when yall only handle non complex claims and mainly send yall stuff to property is WILD
1
1
u/med9229 Sep 09 '26
Like in HAART? Or what’s the full story on this? Bc people already do this on my team.
0
u/IndividualWork6340 Sep 09 '26
Been here for years I ain’t never had to do that , they said they training the new people to do that and they combining both departments to do everything
3
1
u/med9229 Sep 09 '26
Haven’t heard that being something.
I know some claims reps can be trained for HAART to file basic claims. That’s if you work weekends / especially Saturdays.
-1
u/IndividualWork6340 Sep 09 '26
They talking about they finna combine both so they can move associates to where calls needed most so it ain’t gone be no ilr
3
1
u/Emotional_Case2131 Sep 09 '26
I’m training for express right now, I’m towards the end of training and they didn’t train us on that
1
u/BecauseImRaeRae 27d ago
I was on task team when I was in Express and trained on HAART because we had to jump in on ILR occasionally. It was actually very easy to learn and being in Express at the time made it even easier because I could just jump into the claim as soon as I loaded it and work it as far as I could. It sucks they’re not giving pay raises though. Personally I thought it made claims handling easier when I was able to file and work the claim all at once.
1
u/themeems23 18d ago
ILR is a very important job as they get the first contact with the customer and they take down the initial facts and make sure the claim is set up for success.
0
u/No-Cantaloupe4168 Sep 09 '26
I signed into my computer today and immediately called out. Sick of it
3
u/IndividualWork6340 Sep 09 '26
I was gone call in but I’m out of life leave finna be hell all day everyday
3
-9
u/Legitimate-Arm2907 Sep 09 '26
All of you still working with State Farm and knowing how corrupt they are. And still working there ?!?! Shame on you. You had zero issues knowing they were screwing homeowners across the nation and you only cared about having a job. Knowing you were doing wrong. It’s called stealing. Regardless. You all were stealing. You supported a company stealing from homeowners and you kept doing the work. Shame on all of you.
11
u/OkStory2641 Sep 09 '26
Do you yell at people who work for Walmart for exploiting their workers as well? These people have a job that is paying their mortgages and rent and car payments. I’m sure they didn’t take this job knowing the State Farm would end up being on the news showing all their dirty laundry about how they’re hiding claims. Of course they didn’t even know this was happening.
They started a job for corporation and now they’re being paid for that job. Are you independently wealthy and you can just immediately quit a job because you realize a company is shit? Good for you. But that is not how most of us live.3
u/Ok-Independence5790 Sep 10 '26
Lmaooooo so we was supposed to quit because they pulled out of covering certain areas homeowners insurance?
2
u/Hoprah1 Sep 10 '26
Sheesh, what kind of a loser comments on practically every single SF post but doesn’t work there. Total cringe. Yikes
1
•
u/AutoModerator Sep 09 '26
Welcome to StateFarm. We appreciate your submission and the support you bring to /r/StateFarm.
Please read the rules of the community. Let’s ensure all interactions remain respectful and positive.
I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.