Used to be a great place to work - Auto Claims Adjuster CSAA Insurance Group, a AAA Insurer Employee Review

When I started, AAA leadership was very proud of the fact that they didn’t advertise and gained new business from word of mouth and bragged about how people would pass on their patronage like family heirlooms. It was understandable why the company was proud of this unique characteristic of their brand. However, this value is also a double edged sword and has also put the company behind the eight ball in a competitive market. Their underwriting practices have resulted in retaining tons of customers that cost the company money to keep. They can’t lure in new business because they are late to the game in advertisement and they have to keep raising premiums for all members to compensate for their mismanagement of income. They haven’t reinvested their profits to grow the business in any significant way. They’ve ignored the importance of technology and haven’t made any significant strides to allow consumers to get quotes, make policy changes, and check claim status in a more autonomous way like most other successful insurance companies out there. As such, the company is now at a point of financial hardship where they can’t even afford to retain an adequate amount of staff. This has made it nearly impossible to be productive as a worker. Workers are set up for failure and blamed for the subpar results that come with being understaffed. Upper management, particularly on the executive level, are very out of touch with what happens on the front lines and make questionable, half-baked decisions about business models and shirk any blame for their shortcomings. Any explanation as to why the department is struggling is met with subversion and gaslighting. When management actually does pilot a new plan or model they are sure to change numerous variables once they roll it out which renders testing obsolete. They then wonder why it’s not working and pass the buck to those below as if all of their employees just became bad at their jobs overnight at the exact time that they made a major change. In summary, AAA used to be a company I could recommend. Any complaints I used to have were just things that you could point at with any company in the insurance industry. This company is a shell of what it once was and, over the years, it has become apparent that this company’s struggles and mistreatment of employees is a result of a long, pernicious series of bad decisions made by the executives steering the ship. If you’re contemplating whether to apply for a position with this company, consider yourself warned.