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Antiwork

“Excellent satisfaction surveys” are a ridiculous metric in my line of work.

I work in insurance claims, and my company keeps track of “excellent” (read: perfect) customer surveys as a performance indicator for raises and the ability to work 5 days a week from home. I don't work in a run-of-the-mill customer service job where I can bend the rules to fix someone's issue if it means they leave happy. Insurance is highly regulated, and it's not uncommon that people want things I can't provide. Despite this, my company pushes metrics that steer you towards a customer service fawning mindset. And it's bullshit. I could get a “poor” survey because someone wasn't happy I told them, “that's insurance fraud and I can't do that.” I go above and beyond—calling other insurers to make the process a little easier for my insured, sending followup emails with steps I've taken on claims so customers are a little more at ease, reaching out to other…


I work in insurance claims, and my company keeps track of “excellent” (read: perfect) customer surveys as a performance indicator for raises and the ability to work 5 days a week from home. I don't work in a run-of-the-mill customer service job where I can bend the rules to fix someone's issue if it means they leave happy. Insurance is highly regulated, and it's not uncommon that people want things I can't provide.

Despite this, my company pushes metrics that steer you towards a customer service fawning mindset. And it's bullshit. I could get a “poor” survey because someone wasn't happy I told them, “that's insurance fraud and I can't do that.” I go above and beyond—calling other insurers to make the process a little easier for my insured, sending followup emails with steps I've taken on claims so customers are a little more at ease, reaching out to other related departments to get a called exactly where they need to go—and I get “very good” surveys with no comments about what could have been better. It's ridiculous. I've been here five months and I'm sick of having to curate the same mindset I had in retail. I hate surveys. They don't fit in with the insurance claims process.

I'm staying with my company until I can have a surgery I need on their health insurance and maybe a little longer for a little more experience, then I wanna bounce. I'll probably stay in the industry. I'm good at this. But it's bullshit that my highly regulated, no-nonsense job is being measured on “how many people are happy with your customer service.”

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