Great benefits, but overwhelming workload and poor support - Customer Service Representative Sedgwick Employee Review

The company aggressively acquires new client contracts without hiring adequate examiner staff to service them. As a representative, your day involves fielding calls from client employees about claims issues, then attempting to escalate to examiners who are frequently offline or unavailable. When examiners don't respond, you set return-to-call requests, but supervisors are often offline as well. This creates dead-end claims where nobody actually reviews the case. Break and lunch policies are insufficient. Nine-hour shifts come with only a thirty-minute lunch and two fifteen-minute breaks. When mandatory overtime is added, the company doesn't automatically provide additional breaks—you have to ask for them. An hour lunch with an additional fifteen-minute break should be standard and wouldn't impact operations. Many examiners are dismissive and rude when you reach out to them about claims. They act like responding to your escalation is a favor rather than part of their job. Some client accounts don't even have assigned examiners, meaning claims sit unreviewed indefinitely. The company continues this cycle while paying customer service representatives seventeen eighty-five per hour for managing these impossible situations.