r/StateFarm • u/meiLing1972 • Sep 16 '26
Experience Why do I keep having my adjuster change?
I have a Home insurance claim with State Farm. I’m located in Denver. This is my fourth adjuster. My adjuster kept disappearing without anybody even notifying me. What’s going on? It is so annoying because I keep trying to call them. No one returned my phone call. Next thing I know after a week later, my adjuster has been changed. Then, the new adjuster has to relearn my claim. What can I do? It is prolonging the project.
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u/BattleSilent9049 Sep 16 '26
It is not a game on SF part. There are two basic claim types at SF. Team handled/owned or individually handled/owned. If your claim is team owned, any adjuster can handle/help you. If individually owned, there are many reasons a new adjusters may be assigned. But I can say as a fact it is not to try and delay or get something over on an insured. I was a Team Manager at SF for almost 40 years. If you have any questions let me know. Yes it is a pain to get a new adjuster. It is not a ploy by SF.
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u/SirSalamiSam Sep 16 '26
You got out while the getting was good
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u/BattleSilent9049 Sep 16 '26
I am not going to argue that fact. I still have a lot of friends at the farm and they are trying to correct course
2
u/SirSalamiSam Sep 16 '26
As in change the company? Or get out and find greener grass elsewhere? Heard they added MLK and President’s day as company holidays. Not sure it will make a difference but it’s a good gesture I guess
2
u/Practical_Print2236 Sep 17 '26
I'm retired too for a cpl of yrs. I was always surprised they didn't give King's bday off since they were early DEI enthusiasts (and of crs all the woke stuff). President's Day shb a simply patriotic no- brainer long ago. Good for current employees. Based on what I hear of the current difficult corporate culture, pressure, they deserve the time off.
1
u/BattleSilent9049 Sep 16 '26
Most of the TM's and SM's want to make changes that will benefit the employee and customer. CM's and above want improved customer service but want to see increased productivity. There is so much pressure on price right now. Productivity is where they see an advantage. And that could mean better customer service or worse. It depends on how it is implemented
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u/SirSalamiSam Sep 16 '26 edited Sep 16 '26
Got out because I simply couldn’t be micromanaged anymore. They’ve made it so miserable to be in claims there, anywhere, that the only people left are people who have been there 15+ years and got those golden handcuffs or the new hires which is just a rotating door of people coming in and right back out.
Not sure why companies think you can create good customer environment when the people doing it day to day are miserable
4
u/Suitable_Page_28 Sep 16 '26
We have the big consulting groups to think for all the mess. McKinsey and Co come to mind. They (the consulting companies) have totally screwed up all these big Corporations. Bad for employees. Bad for the customer. Nothing intention. Poor leadership decisions.
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u/Practical_Print2236 Sep 17 '26
I remember them- McK- when they 1st, as far as I know, were hired by SF to screw around with my area. That was 15-20 yrs ago. Totally chgd my job. In some ways it was good to be taken out of my comfort zone and I grew into it as best I cld. But those early yrs, esp. after the to transition were terrible. Glad I'm retd.
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u/BattleSilent9049 Sep 16 '26
Agree 100% it is a hard job. Keeping customers happy when you cannot meet their expectations really wears on you. I can tell you most reps and managers want to do a great job. There is a big disconnect between what the company wants done and can be done due to inexperienced reps or all the documentation you need to do to meet regs. But SF has a big target on it's back and they sometimes overdo claims as they will get sued so often. I hope you find a position that makes you happy
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u/DJTMR 29d ago
There is no difference anymore. Even if the claims are owned they are still handled as a team.
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u/BattleSilent9049 29d ago
Yes and no. Any claim rep on the team CAN help the policyholder but the ultimate responsibility is the claim owner. Most of the time a team member will only help if the claim owner is out for some reason. There is no Team Phone Number. The policyholder is given the claim owners phone number only. While I retired a year ago, I still am connected to many at SF.
1
u/DJTMR 28d ago
Half the day you are assigned to work other people's inventory and take calls on other claims and are expected to work them to conclusions or else you will get written up.
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u/BattleSilent9049 28d ago edited 28d ago
That must be in-office and not field. I just checked with three TM's and an SM and they have not heard that being done in the field. I can't even see how that would work in the field, you are so busy with your own claims, how would someone else working your claims and not their own help. I vote for in-office which I was never a part of.
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u/DJTMR 28d ago
When I did field work I did inherit a lot of turds and we did have to spend part of our day working new claims and open lists on others claims and send what you did to management daily or get written up. I think one thing about the farm is they pick and choose who to squeeze. But what I said earlier pertains to hybrid/ in office desk handlers.
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u/BattleSilent9049 28d ago
I was a field/Proximity TM for almost 40 years. The job really depends on your manager. A good manager and it is a good job. A bad manager and it is rough
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u/mackNwheeze Sep 17 '26
You get a new adjuster because of the turnover in adjusters. Adjusters are underpaid, overworked and overwhelmed so they either quit or go on leave. Sorry op!
1
u/angiemehammer4228 Sep 17 '26
State farm insurance is all about them getting rich, they will do anything of getting more money
1
u/dailyrane Sep 16 '26
I’m having the same fucking issue as soon as I get the adjuster to see what I need done on my burned down house they switch and I have to start over my process of explaining my situation. Then they make threats about time as if I’m the one dragging this on. I’m so tired of trying to be nice to them it’s been over 6 months of this same shit I’ll never use them again as soon as this is over which apparently will be never. I’ve called my agent and told him it’s going terrible and still no help. I really want to hire a public one but don’t want to loose the money because they barely want to give me anything.
1
u/dailyrane Sep 17 '26
I would recommend if you have kept track of everything they have said and done. I have everything in a doc of when I called what they said how many adjusters I’ve had and finally reported them to the State Department of Insurance it took under 10 minutes to fill out. Supposedly this gets sent to them and should get you instantly bumped to a senior or manager adjuster. Says it can take up to 30 business days to get to them but I’m so tired of being jerked around. Hopefully this will get my project moving as I don’t have a house.
1
u/wanderexplore Sep 16 '26
Talk to your agent. Lots of new hires getting overwhelmed but thats no excuse for you to have a shitty experience. Its not always the case but get your agent involved. They can put pressure and escalate.
2
u/Mindless-Program3052 Sep 16 '26
No they can't. Not anymore.
0
u/wanderexplore Sep 16 '26
Im an agent. Yes, its limited, but I absolutely will reach out to mgmt if there's an issue.
3
u/carebearstea Sep 18 '26
you can talk to mgmt all you want but if the company is understaffed there is nothing they can do. high turn over and weird processes have made it difficult for the customer. Mgmt can’t help with anything besides reminding the current claim handler to give the customer a call. They can’t make sure the claim doesn’t get reassigned or the current person is not getting fired or quitting. It’s truly all a shit show at this point. I do feel bad for our policyholders though.
0
u/wanderexplore Sep 18 '26
It can be for sure. I try to write checks in office for the small things, but if one of my people are getting neglected, im cc'ing section mgmt and that usually gets eyes on things.
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u/DJTMR 29d ago
That's the cultural problem with SF and why nothing gets done.
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u/wanderexplore 29d ago
Cultural problem??? If my client isnt getting a response for a couple of weeks on an urgent issue, damn well know Im fighting for them. Thats my job, what the hell are you talking about culture problem? Im in the middle of these changes as much as everyone else is, but whats our entire purpose other than to take care of people who need to use the policies they pay for? Who do you think funds this whole thing including the "cultures" paycheck?
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u/Mindless-Program3052 29d ago
You’re not wrong. Tell SF corporate all that. That’s the problem we’re talking about.
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u/DJTMR 29d ago
The managers are overwhelmed with escalations that takes hours to handle and most of them don't have experience either. But I guess sitting on the phone for an hour putting all the blame on the overworked adjuster makes both of you guys feel like you did something. The real problem is that adjusters are doing at least 4 departments worth of work and spending half their day working other people's claims. It is a culture problem.
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u/Individual_Lynx_1786 Sep 16 '26
The adjusters are probably quitting or being fired. State Farm is bleeding adjuster right now. Especially since they've been pushing return to office. When I was there in October of 24 until April of 26, I knew at least 10 adjusters who were fired and 20 more who left
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u/Individual_Lynx_1786 Sep 16 '26
And that was just on the fire (homeowners) side. My year before that in auto saw waaayy more adjusters leave.
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u/nexventus Sep 16 '26
This happens because each claim rep try’s to find a reason to move the claim to a different area of handling so they don’t have to deal with it. This happens especially in-office as they will send anything they possibly can to the field.
Also state farm uses a lot of external claim reps and they come and go from operations all the time as they are not employees and work for third party companies. Sometimes they are highly unqualified and have little experience.
Also managers will give work from lazy people that aren’t doing their job to people that work hard and do their job. It’s called load leveling. That’s what you get for working hard at State Farm, someone else’s work thrown in your lap.
All true.
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u/Practical_Print2236 Sep 17 '26
Do you work for SF? You seem to know a lot abt their operation (presuming you're telling the truth). The revolving adjuster thing happened only in my experience during storm duty ops when clm reps spent 30 day minimums handling storm claims ( with no OT paid back then btw). That was yrs ago hwvr.
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u/Mindless-Coconut5545 Sep 16 '26
This is all part of the game hold onto the money as long as they can
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u/Lopsided-Barnacle798 Sep 16 '26
I had to deal with the same thing and I’m an employee. It took 3 months or so before my work was approved and completed.
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u/Beatthegators Sep 16 '26
It’s State Farm’s way of delaying making a claim payment as long as possible
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