“There has certainly been an increase in angry and stressed customers. The emotional toll of managing their frustration, especially when they’re in difficult situations, can be significant. Each call adds pressure, and with a backlog of business-as-usual claims overdue by three to four weeks, it often feels like there’s not enough time in the day to address everyone’s needs.”
– FSU insurance member
Unfortunately, this is a common experience for FSU members working in insurance right now in the wake of the devastating ex-Tropical Cyclone Alfred.
With the Insurance Council of Australia reporting that, as of 17 March, there have been over 63,600 insurance claims from policyholders following the cyclone, those employees who are on the frontline of helping insurance customers process their claims are feeling the brunt of people’s stress and frustrations.
One FSU member who works for a large insurance company told the FSU that staffing shortages had exacerbated the problem, with the constant juggle of overdue claims and new cyclone claims creating a “cycle of stress”.
“It’s been a tough period, and it’s disheartening to see a growing list of incomplete tasks while knowing we’re doing our best under challenging circumstances.
“Being told we’re doing well, yet facing questions during reviews, adds another layer of pressure.
“It’s exhausting and impacts our mental health and leads to feelings of burnout and frustration as we strive to meet expectations in such a high-pressure environment.”
Looking out for you
Ironically, it is in these difficult moments when the community relies on us workers the most. It is also when the work we do every day gets thrust into the public spotlight.
But without us, the work doesn’t get done, so it’s vital that we prioritise our own health and wellbeing if we are to continue helping others.
“It’s crucial to prioritise self-care and focus on what can be accomplished each day instead of trying to tackle everything at once,” said our member.
“While open communication with the team or supervisors about feelings and challenges is important, I’ve found that it doesn’t always lead to meaningful change.
“Often, management offers assurances but seems more focused on moving claims along, regardless of whether they’re handled correctly.
“This results in more calls and increased frustration from customers, with those doing their jobs right often feeling punished with additional work and no extra time allocation for feedback.
“While the company does offer counselling services, there’s a lack of trust in how that could be used against me.
“It’s important to remember that feeling overwhelmed is okay, and seeking support is a sign of strength.
“Taking breaks and reducing out-of-office hours is essential to maintain a sense of balance and wellbeing during these challenging times.”
Our rights and entitlements
Remember, you have a right to a safe workplace – both physically and psychologically. Importantly, employers have a legal obligation to provide that safety.
We encourage all FSU members to read this article, which outlines the importance of our safety at work and contains some useful resources.
Many enterprise agreements also contain clauses that stipulate how additional hours and overtime can be requested and paid for by employers. We strongly encourage you to check your enterprise agreement on our website to see what conditions may apply to you.
During times of natural disasters, it’s only normal to want to help as many people as quickly as possible. But remember, no one should have to work for free.
As always, our Member Rights Centre is here for you if you require any support or need advice, including how to exercise your rights around safety. Call 1300 366 378 or email [email protected].
What would a Human Rights Act actually change?
Union Shopper helps you to make the most of your FSU membership with…
The Federal Government has quietly tabled its response to the recommendations from the…
