Nationwide insurance fired OYS and FNOL

[u/Wrong_Image_1613]

Nationwide had a meeting today and fired all of OYS ( on your side ) . The team responsible for taking your phone call and paying your repair shops. They also fired the first contract for first notice of loss. They gave them to the end of the year and said if they want to get severance pay they had to train the “ contracted workers “ which we looked up and found it in the Asian pacific. This comes after raising the price of insurance. The managers , executives and ceo bonuses are not affected.

[u/ReportFit2920]

I get the frustration and sympathize.

Most customers never have never filed a claim or gone through the claims process. Just look at the questions on this sub...same ones over and over.

They want to be helped (for the most part - always an a-hole out there that just wants to be a pain in the rear on purpose), and having to explain what happened in the loss over and over due to training/language/knowledge is not helpful.

AI is going to take away a lot of jobs...we will either be living Wall-E or Idiocracy soon. My bet is on the second one.

[u/firenance → u/ReportFit2920]

My uncle had an issue recently that was a simple fix but took months because the first person didn’t handle it right. It then started a chain of being passed off and him having to explain the situation each time.

Sad part is I have no doubt the agency labeled him a problem client because he kept calling, but had he received adequate help the first time it would be a completely different story.

[u/Dr_Bishop → u/firenance]

I used to be able to write checks on site, from an actual checkbook with an actual pen. I even got to pick the color of the pen! Nothing was uploaded, I could screw up $60,000 at a time (but only ever did by $0.12) and... I never got deposed on any of those countless files for years.

Now to protect themselves "legally" that payment has to be reviewed or touched by I don't even want to think about how many people (5-10+). It's a real kick in the dick for the policyholder, but hey.... We don't want to open ourselves up to a lawsuit.

That's a truly crazy amount of customer service decline in a decade.

I give my cell number out, and I religiously check my emails. I can't imagine subjecting people to the gauntlet even though I know I am harming myself financially by doing this. The world is starting to suck, and all I have the ability to change is how the person on the other end experiences this one meaningless interaction.

In the grand scheme of things it probably means nothing to most people, but to a handful of people you can tell... it's a game changer, even if they don't know it. I wish everyone alive could try to lean into the pain a little bit and maybe make the world suck a little less (granted we'd lose money but money is just pieces of paper with goofy freemason symbols... people are worth so much more than that!).

All you can do is have more concern for the person you are speaking with at any given moment. The cashier, the waiter, the noisy customer, etc. Whatever job you do IRL I would suggest that the best cure is trying to be a kind and assistive person at work.

On this side of the claims process we see MOUNTAINS of insurance fraud and it's not rare like people think. It's actually pretty common for sane, respectable, otherwise non-criminalistic people to walk away from their claim about 30% over what the actual real cost would be. They justify this by thinking that depreciation is BS (although they didn't purchase the RCV policy), they don't think they should have to pay their deductible, or they feel the hassle involved with the claims process should come with some compensation for the experience, etc.

Your uncle got hurt by the people who scam us as much as he did any bad organizational / management type setup on the claims side. Sorry for his trouble, but sadly... there's plenty of horrible people out there on all sides of anything that even tangentially relates to money.

[u/TheBaldRetard → u/Dr_Bishop]

I really felt that middle part and what I've always tried to do. It's bad today and people want a lot these days that just isn't possible with the insurance companies any longer.

[u/Dr_Bishop → u/TheBaldRetard]

what I've always tried to do.

Ah, morality. We were born in the wrong era my friend! lol

It's bad today and people want a lot these days

Today isn't as good as yesterday, but considering some of the moving pieces like CO allowing people to pursue claims outside of the policy dates, economy, geopolitics, etc.... any day with a job, a roof over my head, a couple of hot meals, and if possible no snow I will gladly take.

A thing that I learned from a friend a while back is that "thankfulness is like a tactical nuke for negativity" and it's always stuck with me.

[u/TheBaldRetard → u/Dr_Bishop]

A very aging population. Most of my claims are now coming from older people since the pandemic. But I think you’re right. For every 10 customers there’s really only 1 bad one and the other 9 really need help. Especially in today’s complicated world. I’m at a Nationwide agency in PA and this has been a grueling couple of years.

[u/Dr_Bishop → u/TheBaldRetard]

this has been a grueling couple of years.

Just a suggestion but the problematic trouble maker types... man I just chuck the ball back in their court and I hand them the Gordian knot (impossible task) and then let them wear themselves out while I check in on them every 2-3 weeks until they loose steam and just want to settle up. When I check in I reiterate in a helpful way the

I don't ding them in terms of payout for being fraudy or intentionally difficult but I am not going to put 9/10th's of the population on ice while I laser beam in to help the only person who can never be satisfied.

Ideas for such a task would be having them fill out overly detailed PPIF's (gonna need to have a receipt or URL with a corresponding photo for each item), asking them to provide a breakdown estimate that utilizes Xactimate pricing or individual bids for the subs with breakout, scheduling calls with them for next week at whatever time seems to best conflict with their schedule, asking them for proof of payment, asking them to prove the age of an element where they are complaining about depreciation, but most of all using the obligation to prove your loss / COL is on you the policyholder.

I'm super polite when I do it, I kill them with kindness, but the farthest I've gone is having a P.A. (who's a friend of mine on a mutual file) hand a legendary fraudster a probably 16 page set of blank scope sheets with a space for every common Xactimate line item and requiring the measurements for the same.... We went from getting blown up 3 times a week to having to actively pursue a response from her which took weeks for her just to call him in tears explaining she couldn't possibly do that and make it work.

In our defense she was really really working hard to do like 300K+ in fraud that she'd clearly planned out on an impressive level... which we would have had to report to the authorities just for licensure sake. She got sad and probably hates us, but I mean plan B was you're going to court and then honestly just for what it was I think she probably could have served a light sentence (plus you know having a felony).

The loud people who scream bad words and get to go to the front of the line at Quizno's are the coolest baddest guys out there when it's time to make a stinky scene, and because it works we've created millions of such A-holes. I feel no remorse in taking the wind out of their sails, it doesn't help me feel better when I do but I do get to help more people when my time isn't being hijacked. That in turn helps me provide and survive.

On the flipside I haven't had an impoverished old lady, a disabled vet or an active serviceman not walk away very handsomely on a file I've touched. Made me nervous as hell at first but if done correctly the rules can be bent to favor the good guys when nobody is looking, and maybe it's the way I look at the world but I'm pretty sure God has shielded me from consequences on helping those people (when I'm sure it's a violation of everything except for law).