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I need to vent about my job in the insurance industry.

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Anonymous

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I need to vent about my job in the insurance industry.

I've worked in various roles for five years (Since 2017), including Claims Customer Service and Sales Representative/ CSR. I currently work remotely and my job title is "senior customer service representative" for a well-known insurance company at a local Agency.

For the last two years, I've been experiencing burnout and anxiety due to the overwhelming workload. I have a sense of frustration that my boss doesn't seem to be acknowledging the amount of work I'm handling or thinks Im not doing much on my end. Moreover, I feel I'm not receiving the necessary attention and focus when seeking guidance or discussing important matters w/ him. This adds to my already growing emotions, and I am trying to separate my feelings from work, but I am simply that person; I care too much, even when I try not to. : (

I started as the only rep and have been a dedicated worker. And, many agents have come and gone due to the job's pressure. The industry's changes and new rules within the company only make it harder to please customers, especially when it comes to money in this increasing economy.

While it's not necessarily my job to please customers, it's a significant part. I'm responsible for handling CSR work, escalated calls, irate clients, sales, and billing issues. My boss often adds more tasks on the spot, increasing my stress levels. We need more people to help, but when we get new team members, they are not as seasoned, can only do so much, or are directed to handle leads which only adds more to everyone's workload.

** Please tell me if I'm overreacting or my feelings are valid. I do want to mention I am 26 years old, and maybe I'm just not used to this workload. I welcome all opinions with kindness. Thank you, my fellow hard-working fairy god bosses.

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  1. Anonymous

    This sounds all too familiar to me! I was let go from a call center insurance job- I'm convinced call center jobs are the work of the devil. (If you know- you know!) I dont think you're over reacting. It's a hard job. I was very good at de-escalating my calls but that takes time & there were so many tech issues on top of billing & everything else. My handle time was too high. It didn't matter that my customers & agents loved me. I've not missed that job one bit & so thankful to be free of that stress! You should get your resume updated if you haven't already & start looking elsewhere! Take care of yourself! Life's too short to be miserable!

  2. Anonymous

    I appreciate your thoughts and shared experience! I agree with you on Call Centers, and so scared to go back. Thanks for taking the time to read; already one felt hug. : )

  3. Anonymous

    I've been there,done that! I worked in the EXACT same scenario about 8 years ago (after spending 16 years in various insurance roles, i.e. agent, CSR, CSS). It was a thankless job that stressed me out to no end. Trying to juggle cross selling, escalated calls, irate customers, call handle time and aux time was a nightmare. I too am the type of person that "cares too much" and am "too nice" as I was told by a lot of people. It was a blessing in disguise when there was a massive company wide layoff of local CSR's, and I was forced back into the job search world. I found my new niche (NOT INSURANCE) and haven't looked back. Update that resume and explore your opportunities. Take care of YOURSELF!!! I wish you all the best! :)

  4. Anonymous

    I was also in a CSR role with one of the big insurance companies about 8 years ago. What you are describing is normal for the call center environment, and often the people who “care too much” get stuck in the role because the managers recognize people like you make their jobs easier. This is what worked for me: I did my own research on the company’s internal website/hub to find any & every opportunity for development and networking. Any time I met someone new in the company, I connected with them on LinkedIn. I followed up with people to conduct informational interviews & asked if they knew anyone else that may be interesting for me to connect with & I sent thank you emails. I worked on my STAR stories & did not ever vent about my crummy experiences in the call center to anyone in the company. I made sure my personal brand was as a “positive solution seeker” within the organization. It’s been 8 years, 5 promotions, 3 departments - You can do this! It will feel like you are stuck in the call center until suddenly, you are out! Chin up, make a plan, take action - own your development & make yourself too attractive a candidate to ignore. Your network will seek you out with the right opportunity once you lay the groundwork. Good luck!

  5. Anonymous

    Great advice!

  6. Anonymous

    Unfortunately all call centers are all the same. The more you do, the more work they throw your way.

    Good luck in your career search.

  7. CosmosMom

    I am in the insurance industry also and trust me when I say I wasn’t happy in the industry until I left the positions I was unhappy in. I now work remotely for a large agency with small teams with great staff and a great manager. I’m 49 and understand what you are saying about workload. In this industry there are sometimes unrealistic expectations. It’s a great field for job security but it takes some hits and misses to find your right company fit.

  8. AYANNALYSE

    If you let the work pile up they will eventually get the gist.. there's so much one can do.. they will understand only when you let it affect you oh and don't moan about it just understand that's the business and there is only one of you .. if they want it done faster .. then I'm sure the new individuals can learn how to share workload

  9. Anonymous

    You are not used to the workload. In this day and age, we seem to blame everything on mental illness.yes I have gone through many pressured work environment full of stress, high workload and etc etc. this is what work is. It’s not all unicorns and flowers sorry to break it to you

    this isn’t the job for you, find something else

  10. Anonymous

    I have worked in the retail insurance industry for 25+ years. I do not think I have ever had a year that the workload didn't seemed overwhelming at certain renewal times and everyone is always overloaded. And now that we are in a hard property market - the worked has definitely increased, and customer do not understand the challenges we face (I am a commercial account manager). Just find little ways to take a mental break throughout the day - I go outside for a 3-5 minute walk. If you plan to stay in insurance - it will always be stressful. It also depends on the top management at the organization - some are better than others at supporting the staff. I currently work for a large organization, but a smaller office - management not so good

  11. Anonymous

    Appreciate this response <3; Thank you!

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