Interview: The process includes a phone interview and an in person double-teamed interview, both loaded with “name an example of a time…” meandering questions. If they like you, they'll have you job-shadow someone after the interview.
Salary: The range is between $39K and $48K. Of course, they will try to offer you $39K. No one should do this job for less than $50K. Actually, no one should do this job, period. Well, maybe an evil robot. This is an hourly position, however with authorized and unauthorized overtime it will feel like a salaried position.
Training: This is a honeymoon period in which you would have to travel (most likely to Boston) for 2 weeks of training. Then you will enjoy a slow-paced job-shadowing and administrative tasks easy-peasy weeks before the job becomes a brain-eating amoeba.
The Job: Involves attending useless meetings, getting 10-15 new commercial auto claims daily, calling all parties and sifting through their lies, because an accident is never anyone’s fault.
Claim 1: “The Earth spun too fast that day and I lost control of the vehicle."
Claim 2: “When I saw my parked, unoccupied car get hit I got a hernia. I want a million dollars.”
Claim 3: “My hamster, Pepe, was in the car and he was injured too.”
Every other claim can be featured on an episode of CNBC’s American Greed. You deny a word vs word claim per the company's guidelines, but if a claimant barks loud enough, or has some power, management or the insured cave in and a
ProsBenefits are good. HSA, 401K, Health and Dental are standard. Co-workers are collaborative and friendly.
ConsChronically understaffed, lack of departmental and interdepartmental communication, cumbersome procedures, archaic systems, useless practices. In summary this position is a waste of life.
Wouldn't Allow Me to Take Time Off to Be With Mother Who Had Cancer
I've spent nearly four years with the company so far. It was my first "real job" I guess. Things were promising, and there definitely is room to grow. It's not difficult to get additional education (whether it be tuition assistance or career credentialing and training), and if you put in the effort, it's not hard to get promoted, either. The customer is the main focus point, and it really shows in our training (not in a negative way). The job itself is stressful for a multitude of reasons, the most obvious being that it's a call center job. But, it's not bad for the pay and the fact you can (usually) work remote.
Over these last few years, things on the service center side seem to have really gone downhill. They're cutting corners and outsourcing to vendors who do less-than-good work, when we're expected ourselves to be outstanding. They overload employees with work. You used to be able to take a breather for at least a few seconds between calls, but ever since they decided to "focus on expenditures" in the form of massive firing/layoff sprees, the call volume has been insane. We used to have 20 minute team meetings 3x per week. You're lucky to get 1 meeting every two weeks now because it's so busy. They forced literally everyone to change shifts to try and fix this, but it somehow only made it worse. To make matters worse, they keep cutting metric expectations shorter and shorter, to the point they're practically unrealistic to meet.
On a more personal and subjective not
ProsDecent starting pay, somewhat easy to request time off
Typical Day:
1) Go to work and sit down at your cubicle. Open email and claims system. See the claims that have trickled into your inbox since you left yesterday.
2) Call people. Explain insurance. Get estimates. Send checks. Write detailed description of everything you did to process that claim. Close claim.
3) Repeat every day for as long as you work there, until you can't take it anymore.
If you are the kind of person that can leave your soul at the door, go in and work your 8 hours, then check out, then you could possibly be successful at this job. It's incredibly dry and unfulfilling. I went in thinking that you would have some sort of relationship with your customers as you process their claims, but you don't. You might talk to someone 3 times on the phone, but now maybe just once since the company is pushing texting very hard. Anyway, you won't get to know any of your customers, and you'll get anywhere from 4-9 new claims per day, maybe an average of 7. It's a thankless job. Some customers will yell at you, but it's not really a big deal, you should at least know to expect that much.
You'll have "huddles" with your team manager and team three times a week. You'll have team lunches about once a month. Some days you'll go into work and people will just be gone, and you'll get an email from a manager informing you that [name] is no longer with the company.
Honestly, everyone is "nice". The team managers act very welcoming and friendly; I can't fault them t
ProsVery Inclusive, Free lunches, Free Coffee, Clean New Office, Not a lot of Micromanaging, Check in/Check Out (No overtime expected)
ConsPoor training, Poor Job Satisfaction, Boring Work, Inflated sense of importance
This used to be a good job. Within the last few years, higher level management has changed hands. The new management has taken a position that was once a very good job and turned it into a garbage fire of unrealistic expectations, stressful workload requirements, and poor mid level management.
I struggle to put into words the frustration with the daily workload requirements at this company. Literally every single second from the time you come in, until the time you leave needs to be productive or you will find yourself buried in work that will continue to pile up until it is no longer possible to complete on your own. You will most likely not finish your work for the day, every day. This will pile up from one day to the next. This job requires extreme multitasking capability. You will be expected to handle your inbox of activities for the day, answer inbound phone calls, follow up with out bound phone calls, respond to emails, send and receive text messages, and respond to instant messages simultaneously. You must do all of this while maintaining a first contact metric of 1 business day for any inbound correspondence received. Also keep in mind that you are not allowed to go into an away status to notate your files, which means that you may be actively working on 4-5 claims at a time while continuing to answer phone calls. By the way, if you miss more than 1-2 calls per week from an available status, you will receive a talking to. Also while doing all of this, at any time
Prosdecent benefits, lots of work functions to try to distract you from how terrible your daily life is.
Consstress, unrealistic expectations, some poor manaegement, frequent drastic changes to how work is handled
When I started working at Liberty Mutual I was very excited about the opportunity to represent and work for a very well known organization. It did not take much time to realize and experience the excitement I once had turn into frustration and regret. The initial.onboarding process was great. The trainer was very knowledgeable and welcoming so that part of my experience was a positive. Once I reported to a "supervisor" is when the nightmare started. I reported to leaders who were clueless on basic questions that any employee who has been there for a while should be able to answer, i.e. the pay schedule, attendance procedures, performance related questions. On numerous instances my "supervisor" had me call HR to get the information I needed, but then report back to them so they can learn themselves. With other organizations I have worked for, the leader contacts HR and they follow up with the information.
In addition to being an inadequate resource for employee related questions I then had to deal with lingering I.T. related issues on a daily basis. As an insurance sales representative this posed two issues: 1. Unable to do my job, which was take calls and sell and 2. In addition to my hourly wage, I had the opportunity to earn a monthly bonus based on my performance. If I was unable to take calls, or had calls drop continuously, I was unable to make sales and possibly make additional bonus pay.
Also, the constant micro-management. I never had a job where my quick bathroom
ProsSign-in bonus, work from home opportunity, medical benefits available on day one, access to get certifications through LinkedIn Learning
ConsManagement, technical issues, their selling culture, average handle time, benefits are not that great compared to other companies, sales reps worried more on selling policies to benefit them rather than beneficial to customer
3.0
Senior Clinical Specialist | Wausau, WI | Jul 29, 2019
Liberty was a highly productive environment with high quality expectations.
My main focus at Liberty Mutual was to manage bill inventory, review the claim files and medical records while applying Worker's compensation state fee schedules and processing the bill appropriately and within the timeframe allotted. So, I would start my day by briefly reviewing my emails for high important projects that needed to be completed that day. Then, I would start my production metrics. Once, my production metrics were met, I focused my attention on the high priority items. After completing high priority items. I would then start my appeals processing which required calling providers at times, contacting the involved individuals (attorney's, Case Managers, Billing Provider's offices, Providers, outside vendors, etc..) while keeping appeal processing in compliance with the timeframe to complete. After completing production metrics, high priority items, and appeals, I would then review additional e-mail requests from providers, attorney's, case manager requests, vendor requests and to respond within 48 hours. Additional time allotted throughout the day would be used to complete projects, review continuing education items, and create policies/procedures,
My work place culture - I thought of every nurse that I worked with as family and we all worked great together. The most enjoyable part of this job was working from home and the work/life flexibility that it had. The hardest part of my job was to learn each states regulations on how to process a bill - as this w
5.0
Outside Sales Representative | Charlotte, NC | Jan 30, 2019
Looking to start in the insurance industry, the best training and development if you can get hired!
The best company I have ever had the pleasure of working for. It has changed dramatically from a local branch office (think the office the TV show) to a more corporate culture w the mega branches in the Charlotte metro area. The Ballantyne office has a great location, has multiple perks in the area, and is extremely comfortable in an beautiful park like environment. The management team is top notch. You hear about places that you feel like you work with as a family where staff really cares about one another and I can honestly say that the Ballantyne office fit that dynamic.
A typical day at work, early morning short meeting talking about goals, new updates, and other info. Then your schedule is your own... you own it and it's your job to find target market prospects, build rapport, quote, & bind/close the business and ask for referrals in your process. You have a dedicated service team to support you so that you can focus on building your book of business. Weekly/Monthly targets which are realistic. I found the most success from asking for referrals with every opportunity I had while making myself available to my clients pretty much anytime 8am-9pm and had my laptop with me in case I had a client I needed to bind. Networking locally in your network is a must to achieve success. Find you niche and expand your network without spreading yourself too thin. Expect to put in 50+ hours a week your first 3-4 years until you have a solid pipeline that can help feed itself leads.
ProsFlexibility, benefits day 1, ERG, compensation, workplace
Conssales quota
4.0
Senior Claims Representative | Weston, MA | Oct 6, 2019
excellent training
Address new claims, verify coverage, verify our insureds special service instructions, make contact with the involved parties. Obtain statements from the individuals involved. Advise the parties of their options, claims process and provide a clear understanding of whatever the next steps may be, set accurate expectations, educate our policy holders on their coverage. Respond to inquiries pertaining to existing claims or just general questions. Investigate liability with the resources our adjusters have available. Address subrogation demands from third party carriers. Provide insight and answers to assist colleagues with questions they may have.
I have learned a significant amount of information about the insurance industry and that there is not a singular approach to each claim. In order to be a successful adjuster one must have the understanding that each situation has to be approached with knowledge, discretion, a solid understanding of the information you receive and a great thought process. Each claim requires a different approach in order to come to a resolution. A successful adjuster will not become jaded or approach situations as if there is one way to reach a resolution, aside from the available resources that are there in the case an adjuster requires assistance, common sense and the drive to fairly assess the situation is a must. Once a resolution is reached, there are "behind the scenes" processes such as responding to subrogation demands, writing contentions fo
1.0
Customer Service Representative | Mishawaka, IN | Sep 2, 2016
Dehumanizing Experience
Liberty Mutual is extremely number-driven to the point that it is dehumanizing, to both the employee and the customer. For example, everyone on my team was told that they should avoid going to the bathroom between breaks, told we should "train our bladders," because it counted against our metrics. Our metrics determine our bonuses, raises, advancement, opportunities for shift bidding and more. One of my fellow co-workers wet herself trying to wait for break, but got stuck on a phone call.
We were also told at point that we were abusing our .59 second grace period and had cost the company thousands of dollars in doing so. So they began reprimanding us for using any of the grace period alotted for break or lunch. In other words, they normally wouldn't count you late or issue a point if you were within the .59 seconds. But we began receiving warnings if we did.
In addition, the Liberty Mutual creed emphasizes that we always do what is right for the customer. Yet it counts against our metrics if we have to call back to a customer. Meaning, we are penalized for call-outs. Instead, LM directs us to send call-outs to a follow-up team. Which means you no longer handle that particular issue. There are times I called the customer back to take care of an issue and found them very appreciative. I feel this builds better relations and trust than passing the buck to someone who did not even talk to the customer. There's a bit of an emotional attachment and responsibility that devel
If you're looking for work-life balance, SPRINT for the hills. There is absolutely NO work life balance in this position. Sure, they pay better than the rest of the insurance companies for similar positions but best believe they will work you to death. Not worth it. Worst of it.... they don't let you do overtime! Wait so you want outstanding metrics, great customer survey scores, all claims handled in a timely manner.... but don't want us to do overtime? CHEAP company. There are plenty of insurance companies out there with no cap on overtime. Sounds like you want a filet mignon for sirloin price. Cheapest company I have worked for. They will lie to you and say that there is "unlimited" overtime, yet if you work even a few hours of overtime you will get a mandatory meeting with your manager. And no, it's not a "thank you for working hard" meeting. Look I am not going to lie to you... the building is brand new, the amenities in the building are great, free coffee, blah, blah. None of it is worth the stress and turmoil they put you through. I have seen people leave this position within a few weeks of working. Training is complete trash. They don't provide substantial training and resources adequate enough for even experienced adjusters to do their job. Just pretend that there is no training. This position bases your 90% of your performance, bonus, and promotion opportunity on one thing - THE CUSTOMER SURVEY. Best believe some customers don't even know how to fill out the
Questions And Answers about Liberty Mutual
If you were in charge, what would you do to make Liberty Mutual Insurance a better place to work?
Asked Mar 1, 2018
If I were in charge of liberty, I would define a long term vision of greater than six months. There should be a very strategic of your vision for the entire company. Having annual, or biannual re-organizations to support a new vision is not viable. In addition, liberty has a defined business process, for hiring people at an established salary, and lowering the salary during the first 2/3 years.
Answered Nov 6, 2020
Complete management reform. I’ve actually done the job these managers think they know how to manage. I would fight to make it a more reasonable work environment
Answered Sep 17, 2020
What is the work environment and culture like at Liberty Mutual Insurance?
Asked Jul 3, 2016
I was an attorney in Field Legal. The work environment is dehumanizing and oppressive. It is a sweat shop. If you are not willing to “drink the cool aid,” you will be miserable. I wouldn’t wish a job with Liberty Mutual on my worst enemy.
Answered Aug 14, 2019
The best place to start and end your career in the insurance industry. Great workplace.
Answered Aug 1, 2019
What is the interview process like at Liberty Mutual Insurance?
Asked Jul 3, 2016
I applied for a claims specialist position. At the time of application, I had to take an assessment exam that seemed to gauge my time management skills and ability to handle a fast paced environment. Then, a few weeks later, I was called for an in-person interview. When I showed up to my interview, it turned out to be three managers interviewing me at the same time. It made me feel nervous but the best way to look at it is that if one doesn’t feel like you’re what they’re looking for, there is a chance one of the others does. My tips are to review basic interview questions prior to going in to yours and have a good idea of how you’d answer those, and I also highly recommend having some questions ready to ask the interviewing managers about the company, position, etc.
Answered Apr 25, 2019
Pretty normal for the size of the company. Testing first. Then if you go to the call center you had a short interview with a supervisor from one department then another from a different department. May or maynot the supervisor. Normal Background check.
Answered Jun 7, 2018
If you were to leave Liberty Mutual Insurance, what would be the reason?
Asked Mar 21, 2017
Compensation and poor management
Answered Aug 4, 2020
They have unreasonable expectations and nothing you do is good enough for them. The customers are disrespectful and irritating as ever. They block you from being promoted for jobs that I’m pretty sure you may qualify for. Leaving this company was the best decision I ever made. The pay is excellent, but the job itself is unbearable!
Answered Apr 29, 2019
How is the work life balance?
Asked Sep 17, 2016
Claims Specilaist here. You have to know how to manage your time to get your work done in the 7.5 hours a day that you are working. It’s not impossible to do. So with that being said, work life balance is great.
Answered Apr 25, 2019
Nonexistent. Often having contests to see who would clocked the most overtime. And thing they can do to take over your home life
