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Intact Insurance

I wouldn’t encourage anyone to consider working within the telemarketing department of this company unless they don’t have plans to stay there for long. It is among the most depressing work environments I have ever experienced. Non-stop calls that hit your head like a hammer and destroy your psychological, mental and physical well-being. 

Telemarketing employees do the hardest work sacrificing their mental and physical health but are treated very unfairly and looked down upon by senior management as if they aren’t an important part of the company. The calls are extremely unpleasant and depressing as you have to deal with extremely rude existing and potential clients who don’t hesitate to insult you, hang up harshly on you, yell at you and disrespect you in 350 calls a day no matter how polite you may be.

 Also, the micromanagement adds to the already depressing work environment, with a dialer that monitors and gives an account of your every move, how much time you take in between calls (wrap up time), personal break time, etc. Every lateness of 1 minute must be justified and you can’t breathe in between calls. The level of depression among telemarketing staff is extremely high although everyone tries to stick it in.

**Advice to senior management: Be more considerate of how you treat your telemarketing employees. They are human beings with emotions and not robots, so make them feel as if they are an important part of the company due to the tremendous sacrifices they make.
 
Let your HR team take the time to invest in telemarketing employees who have proven themselves with good performances consistently within 6 months to 1 year and seek potential career growth opportunities for them within the company. You will be amazed at the educational backgrounds and professional experience levels of some of your telemarketing employees if you simply take the time to look into their files carefully. Failure to do so will continue to make you lose good employees and keep your turnover rates high within that department, making people leave with negative impressions of the company. 

Honestly just like every other company they make it seem like its so good but its a bad company to work for, great experience if you want to get into the field great tips from managers and some of them are really kind, what sucks is they never listen different managers that all have different answers to one question you ask so if your promoted you will be doing your work and are told its wrong even though thats what you did with your previous manager, they burn you out with over 160+ claims and expect you to close so many files its honestly not my fault if i cant call all my clients when i have such a high workload, management sucks they blame you for any days off and they say they want you to move up but in reality they keep you at that position and then find ways to tell you how you cant move up, in terms of job security my colleague was fired without reason and they left him/her high and dry, it sucks how they wont even warn you even when you do nothing wrong since they are corporate, they want you to keep working like a dog then blame you if your customers are not happy or if your not able to do something to a file knowing you have a big workload, I should only be able to do a certain amount of work not burning myself out, company has a high turnover rate their own clients are not happy and they always need to hire, the csrs are expected to take over 60 calls a day and are burned out and when you become an adjuster its even worst 150+ claims just starting then you get into this hole  were you cant dig yourself out of it, management says their so good with career advancement in reality they just want to keep their pockets filled sucks how I will be having to go to HR to file a complaint, im totally burned out i tell my manager and its like she blames me for doing my job.

I’ve been pretty lucky and never had to experience drowning  in a body of water. However, working for intact has made me feel as if I can get a breath of air.  I’ve worked for a few call centres in my past that had very questionable training and by the end you felt a little overwhelmed but you eventually would catch on to things. Intact training is under three weeks, in that time frame you are given so much information everything seems to cave into one pile of questions and before you have the chance to ask them you’re onto another topic. I had previous insurance experience but nothing could prepare me for the responsibilities that have been thrown upon me in such a short amount of time. We are so under staffed us as a new hire we’re thrown into the middle of the ocean with no life raft, we have little to know idea how to do anything, we have zero support, the people we have to ask questions are busy talking calls or just not available to answer us at the time. It’s almost two months and I haven’t had a full conversation with my manager to share my thought about not being prepared for live calls. They don’t care, they want you to fail and learn things on your own, they are drowning in the lack of employees and it shows by how fast we were thrown through training. 
I’m sick to my stomach working every day and my entire training class is clueless with 90% of the things we run into on a day to day basis. I know Intact realizes the amount of time we’re getting for training isn’t enough but they can’t afford to allow another two weeks for training cause it’s money they’ll be losing out on. 

- There are so many great people to work with there who are very personable, kind and courteous. 
- In common with any large financial institution you're going to encounter a lot of bureaucratic hurdles to getting things done. i.e., management that spends 80%+ of their time being in meetings to talk about other meetings, versus engaging in the work to get things done. Executive leaders too far removed from the work to be of any value in improving it. Project funnels that will trap initiatives in stasis for 3+ months or longer. 
- General office culture isn't "small town" in the sense that business areas, managers and other staff around the office floor, who don't normally interact, will not meet one another. It can feel a lot like working at one of the Big 5 like that, office is very stale.
- Management will come down on individuals to be in the office, which told me that somewhere there is some sort of monitoring happening at the individual level (big brother). The irony is that its done in the name of "culture" when there isn't one and you will not find any perks to the office... i.e., you buy your own coffee's not a single machine or pods in house, no snacks etc. Other firms have full on coffee bars, catered lunches, pay for your transit to the office, all in the name of wanting you to actually be there.
 
Overall: Didn't hate the experience, but I left because it was never going to be a culture fit for me right now. 

Intact looks very flashy from the outside. However after some time you'll start to see some of the difficulties that fester in this environment. hirings happen in group bunches but with that said you will notice firings also happen in group masses. There will always be several adjusters away on stress leaves it is very common there. You will constantly see managers in positions moving up the ranks with no experience in claims so they are unreliable to go to for advice. During catastrophe season they will often buy lunch for the group and ask you to work through your lunch hour at your desk. It is commonly known not to speak to HR about your concerns as it only puts a Target on your back to be fired. You will be called into many meetings over pitiful little things such as you're getting up to use the washroom too much and we noticed you logged out of your phone 5 times today...  or pulled into an office to talk to you about how you logged in one minute late on your phone three times this week.  They are all about the numbers not the people.   
My supervisor was outright verbally abusive to me and HR did nothing about it.  Absolutely nothing.  One supervisor felt it was appropriate to have some staff sit on the floor next to their desks and make crafts for her best friends babyshower.   Shortly after she got a promotion.   Ridiculous.

If you're ever thinking of working at Intact as a claims adjuster you might as well start taking anxiety and depression meds before you start the job. They will sell you the dream in the interview process, even the training phase was nice enough. However the second you finish your training, they will show their true side. You're on the phone atleast 60% of the time taking incoming calls and opening claims that you will keep and work all while their system will assign you more claims filed online so on average you have atleast 35 claims a week, the other 40% of the time you will try and work on your claims but your phone line will be open to the customers that you're handling their files which makes it impossible to reach your weekly productivity. Every single day you will come to work you will have atleast 4-5 pages of Activities to do (callbacks, payments, estimates) and you will finish your day with 3 pages left if you're lucky. The higher ups are aware of this and they dont care, managers are the worst and have absolutely no people skills, they don't care about your wellbeing. They hire so much because people quit within the first year, we were 3 groups when I started 12 people in each group and when I left only 2 people were left, yes 2 out of 36. The only good thing were paid benefits, salary isn't even competitive compared to other insurance companies.

I wish I could say otherwise, but this was an awful experience, along with a dozen of my co workers at the time.
Management makes this job so much harder than it actually is. You need to make 20 outbound calls a day, while you’re doing your tasks, adjusting, taking calls, and in meetings at the same time.
Your lunch break? Management is watching every minute, and if you’re back 4 minutes late, you’re getting a message or call.
Sick time? You better be in hospital.
Having an issue? You’re own your own (literally). Your manager is in “meetings” for a full 7 hours a day, and won’t answer until you're off for the day. 
You get calls from clients everyday about how you didn’t return their voicemail about their car they was wrote off, but it’s because you couldn’t - when you tried, you’d get an inbound call from a different claim; And God forbid you don’t answer that call. Your manager will be IM’ing you right away to ask why you couldn’t answer it.
I could go on and on, but it was the worst year of my life..
Before I left, another coworker was going on a stress leave, it’s very common there.
I can’t speak for others areas of intact.. but I would say if you want to keep your sanity… stay away.
The highest amount of claims I had, alone, as one person, was almost 300. Yes, 300. (Including total loss vehicles)

I enjoyed most of my time at the company and I learned so much. When I first started there was a focus on doing quality work, as a team, however, over the past couple of years there has been a push by management to become more speed focused. This has resulted in the loss of a collective team feeling and the introduction of a competitive environment amongst colleagues.

It was a widely discussed subject in the Claims Department that many of those selected to be Unit Managers lacked the knowledge and ability to effectively lead...yet somehow continually, and rapidly, moved up the ranks. That being said, there are some really wonderful and deserving people amongst the management.

One of the major downsides to working in insurance is that there are certain times of the year where the claims department gets slammed with new claims. During these times, overtime is often offered. It became a running inside joke amongst workers that “mandatory/optional” overtime was being offered as Managers would be very upset and verbally shame employees if they chose not to participate, or if they did not work ENOUGH overtime.

Workplace culture is generally positive, except for the issues with the invisible divide between Unit Managers and everyone else.

normal load was 150 claims pending
per work guidelines it should have been around 50-80
this was never the case as the west kind of melted together and it was always busy
people quitting all the time. staff retainment is not existent
there is movement and promotion but you have to be a machine work a whole bunch of free time and volunteer.
I worked 8 hours plus 2 hours in the evening. 
I was great at work load management but there is just to much work
claims were being re-assigned and it was not tracked properly so this didn't show up on new claim assignment so they couldn't track it properly was another reason it was a chaos.
work constantly trains you on non work relevant stuff like indian history where they constantly blame white people
they train you on black history
then non stop pride propaganda. like they hired a drag queen.
this place is a nightmare
managers are young and no experience, you can't turn them them for help.
I was bounced so many times to my colleges whom are overwhelmed as well
since I left I heard more people left as well

I found my work fulfilling. My annual reviews confirmed that I was good at what I did since I got salary increases and bonus pay. Benefits were the same as any competitor. Flexibility was good, although they are pushing for back to office.

What was a problem?  To see the company doing investigations of employee complaints but final reports providing results on some other matter, not  the actual complaint, raises concerns about the accuracy of other workplace matters and, consequently, shakes credibility of the company as a whole.  Is such a disconnect an accident or a calculated twisting of facts? 

Either way, the integrity of the workplace investigative program becomes questionable. Furthermore, given the interconnectedness of departments, if the integrity of one internal process is under scrutiny,  naturally it follows that skepticism of other areas of the business is likely to follow.  At least for critical minds. 

When the actions of the company don’t align with what  they promote as corporate values, you know that problems will emerge. Culture will always trump policies. Especially when leadership considers itself exempt from exemplifying the values. 

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