Zurich Insurance reviews

Workload Leaders and managers Terrible culture

I understand this is a customer focused job, but they care to much about the customer, at the expense of their staff and their wellbeing. Theres a high turnaround for a reason. They cant expect good customer service from people they don't value and treat well. They say they care about mental wellbeing, but when things are brought up, its pushed aside and not dealt with. They do everything they can to make sure things go wrong for the customer, and no one from any other department will help. Theyre the ones constantly messing things up, with no consequence as they dont deal with the customers, and because of this they continue to mess things up. If you try to complain yourself in an attempt to get other departments doing their job properly, managers take no notice and basically just tell you to deal with it. Theres this thing they do about "call quality". You start on 100% and it goes down if you do something wrong. 96% is considered a fail. You are now a terrible employee. 96% is not bad quality by any means. Anywhere else, 96% is considered perfect, but in capita/zurichs eyes, it might as well be 0%. And it makes no sense either. So first, 1 complaint marks you down 2 %. Lets say I take 100 calls, and 2 of them are complaints on me. That means 98 of my calls are good, so 98% good quality, but they'll mark you down 2% each complaint and say your quality is 96%. But youll def take more than 100 calls in a month. Lets say its 1000 calls. That would then be 998 calls good, 2 with complaints, so even though I've had 998 good calls, they'll still say your quality is 96% and youvve failed that month. How???? And what if those 2 complaints were at the beginning of the month?? where's the incentive to continue the rest of the month good? 96% is a fail. Might as well keep failing. Youve already failed on day one, so no point trying to be good the rest of the month. But the thing is, your quality is based on what you did 2 months go. Sp Septembers quality is based on what you do in july, so someone could have a perfect month in September, no bad calls, but because they made a mistake a couple months ago, they've somehow failed that month. Following on about incentives, there really isn't any at all. There's no praise and reward for doing anything good, just punishment for when something bad happens. All the 10/10 reviews you get from customers, and no one cares. Just a generic email send to everyone saying "well done". Many customers considering me to be a great employee, but when one makes a complaint, suddenly youre the worst person ever and your on performance review. Now with this job, there can be plenty of calls queuin, and youre not allowed to go home until all calls have been answered. Theres a very likely and very common chance youll spend most of your "free time" - you have no freedom in this job - stuck at work having customers shout at you. Plenty of minutes of your day given to them. But god forbid youre 1 min late because of traffic or bus delays. Oh god no. Do that 3 times in a month and they "must investigate this serious crime against humanity" I think the latest i was was about 5 mins, but doesnt matter i could spend nearly an hour after my shift had finished answering more calls. They dont care they messing with your time. Only when you disrupt their time Pay isntt good for the stress you deal with. Then they train you on more stuff with brings the worst stress of the job, and no extra pay, as you start to deal with pension claims, and zurich make that as difficult as they can, even admitting they made up the rules of claim, based on FCA guidelines, but still making up crap to make the process more difficult. All by the interpretation of 1 person at Zurich, and not actually what he regulation says. If a customer asks for a manager, just say you are one, cos the managers are all lazy and wont deal with it. This job is basically a toxic partner that guilt trips, manipulates, and gas lights you into thinking youre the issue when its their toxicity and apathy that causes issues for staff and customers Im not the only person that feels this way. What ive written here is a rewording of my resignation letter. Sent this into to the managers. 2 other people left and wrote similar resignations, and others have left with the same grievances, but didnt write letters, and there are people still there that feel the sam way but dont say anything. Stay away from this job unless you get off on people treating you like dirt