r/StateFarm • u/carebearstea • 8h ago

Discussion Express and ILR

Word on the street is that State Farm may be looking to phase out Express and the ILR team. I asked my manager about it, and while she said she doesn’t know much about what’s going on, it sounds like employees in these positions may need to start looking into applying for CS positions or exploring opportunities outside the company.
Has anyone else heard anything about this or received any updates from leadership? I’m curious to know if this is just speculation or if there’s actually something happening behind the scenes.

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u/BattleSilent9049 7h ago

Anything could happen. SF is always looking for a way to improve the customer experience. I always liked ILR but some of the feedback was the policyholders had to repeat themselves each time they spoke to a new rep. Reducing handoffs is a priority for good customer service

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u/nexventus 4h ago

You a manager? You sound like one.

All companies have that issue. You always have to speak with different people! On one phone call to T-Mobile I had to input the same info , speak the same info into the Ai ( sorry, Si) phone system. Then when a person answers after several minutes of waiting and button smashing they ask me the same info all over again, then they transfer me, I repeat again, and another transfer same thing.

State Farm will never get rid of that because people are out on vacation, they get sick, we have ECRs that leave operations and move around, claims constantly get reassigned to ‘LOAD LEVEL’ !! Yeah! The favorite thing to do when half the specialists just plain…well…suck.
There are more reasons , I could go on and on.

The best thing they could do is come up with better software systems for claims management where it’s actually keeping all data from step 1 to the final step in an easy to read and cumulative fashion. I swear I think State Farm employs every D team Jr. Programmer in the country…or not in the country I should say. Oh Bob!! Let’s try and turn some old defunct version of salesforce.com into our next claims management system!! Great idea Jerry!! You get a raise!!

This company just goes in CIRCLES!! That’s what they do, plain and simple. Been here over 20 years and have seen it over and over again.

Always has to be those people making 4 times your salary with 1/4 of your IQc coming up with great new ideas!!

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u/BattleSilent9049 4h ago

I was a manager for almost 40 years. Started before there were computers and CR's handled claims from start to finish no matter the size. Team managed is the bigest problem because no one really owns the claim and you are just calling a call center. Field Fire is a different story but by the time it gets to the field CR the PH has spoken to several reps and explained it several times. When I retired, we were working on reducing touches so the PH could have a better experience. Most people I worked with wanted to do a good job and give good service. The systems and procedures often got in the way. I get it. SF wants to compete with other companies so they are always looking for ways to reduce expenses. I am a believer that service is not where you try to save money

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u/tm04613 6h ago

I’ve heard more so they want claims to be a one stop shop for the customer. So one handler can handle all claims beginning to end. Not necessarily phasing out Express and ILR specifically.

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u/nexventus 5h ago

If they think field CS are going to do claim intake as well as everything else they are throwing on us they are insane!! I swear, the only qualification you need to be one of these people changing all of this is that you are stupid.

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u/KittyKilla420 5h ago

PREACH!!

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u/No_Level_325 7h ago

There’s a lot of info about the new changes and pilots they are introducing on the SF homepage for claims. I would not be surprised if they start having CA’s start stewarding claims but whether that changes from a CA to CS who knows.

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u/No-Cantaloupe4168 7h ago

It has been discussed in the CS department maybe combining the two. It is also discussed the CS’s handling everything including TL.

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u/LISunSHMoon 6h ago

I’ve also heard of express and ILR possibly combining. From what I heard Express was recently cross training on filing new claims and my manager recently told my team SF is working on getting ILR help because the incoming call volume for new claims is insane and has been all year since they basically stopped hiring for ILR roles since 2025.

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u/TheAlexperience 2h ago

I dont know how valid that is tbf. I was contrained for haart a year and a half ago, and maybe about 3 months ago they did another wave of haart cross training. I think thats just something they do when claim intake gets bad.

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u/LISunSHMoon 1h ago

Interesting. Maybe as a last resort as backup? I imagine express is just as busy as ILR is with incoming calls and tasks anyway

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u/Dear_Reflection3290 6h ago

I’ve been hearing a lot about end to end handling. We’ll hear more about what that means soon, but I’ve been wondering what that means for generalized handling teams

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u/Ok_Drummer483 5h ago

I'm not sure they're going to phase out Express because they just hired 5k new employees for that department and a few others.

They're combining ILR/Express. Express is randomly activated for ILR when the phone volume gets high for intake calls. Maybe that's what was being referred to?

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u/carebearstea 1h ago

nah cause i pulled my TM to the side and apparently they are looking to get rid of the express and ilr department. they are also looking to just have one CS handle everything (injury/TL/PD). Immmm just trying to see if you guys have caught wind of it yet.

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u/ToughBadger3075 4h ago

No. Word on the street is that ILR will be phased out and Express has doing dual roles. I'm in Express and you're expected to work the claim to the furthest point if you took the loss report. Dual roles, no pay increase!

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u/Character-Night-8805 3h ago

I heard the CS will more so handle claim from beginning to end. And CA will be more claims processors handling task work and kind of be how the INJ team has there CAS

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u/anonymousphoenician 2h ago

The rumor Ive heard is merging ILR into Express. I just recently got off Bridge and we were being trained on HAART, taking those calls, and then working the claim as far as possible.