The Dark Underbelly of the Insurance Industry: A Former Worker’s Harrowing Confession
The insurance industry is often portrayed as a safety net, a necessary institution designed to protect individuals from financial ruin. But what happens when that safety net becomes a web of exploitation, greed, and moral bankruptcy? As someone who worked for one of America’s largest subrogation law firms, I witnessed firsthand how insurance companies operate not as protectors, but as predators. This is my story—a chilling account of an industry that prioritizes profit over people, and the human cost of its relentless pursuit of wealth.
The Culture of Greed: Profiting from Misery
At the top of the corporate ladder, the attitude was clear: money was the only thing that mattered. I remember hearing a high-level executive brag about how, regardless of whether America remained a democracy or collapsed entirely, the company had a plan to continue extracting money from people. They compared the industry to a parasite—a zombie that could never stop feeding. The top brass lived in luxury, with their great-grandchildren’s futures secured, while the rest of us were left to do the dirty work of squeezing every last penny from vulnerable individuals.
The company’s goal was simple: expand, exploit, and enrich. There was no such thing as “enough.” Even in the face of a hypothetical national collapse, the focus remained on finding new ways to profit. This mindset trickled down to every level of the organization, creating a culture where empathy was a liability and greed was rewarded.
The Role of a Debt Collector: Harassment as a Job Description
My job was to call people and demand money. I was essentially a debt collector, but with the added weight of knowing that the people I was calling were often already struggling. We were trained to hound them relentlessly—calling multiple times a week, using aggressive tactics, and refusing to take “no” for an answer. The goal was to extract as much money as possible, regardless of the individual’s circumstances.
One of the most disturbing aspects of the job was the complete lack of empathy. Collectors treated the people they called as nothing more than sources of revenue. Notes from previous calls would often dehumanize the claimants, labeling them as liars or exaggerators. I remember one case involving a woman who was on hospice care, dying in her sister’s living room. Despite her clear vulnerability, the company continued to harass her for payment. Her sister pleaded with us to stop, but the calls didn’t end until I personally intervened. It was one of the lowest points of my life.
The Incentive Structure: Rewarding Exploitation
The company’s incentive structure was designed to maximize profits at any cost. Collectors were paid on commission, with fees based on the amount of money they extracted from claimants. If someone made a good-faith payment of $250 every two weeks, we would earn 15-20% of that as a fee. However, if we settled for a lower amount, our commission would decrease. This system encouraged us to push for higher payments, even when it was clear the individual couldn’t afford it.
We were also given full reign to adjust the amounts people had to pay, often without their knowledge. This lack of transparency allowed us to manipulate the system to our advantage, but it came at a great cost to the people on the other end of the line. Many were pushed into cycles of debt, taking out high-interest loans or maxing out credit cards just to meet our demands. It was an endless loop of misery, and we were the ones perpetuating it.
The Human Cost: Lives Ruined by Corporate Greed
The stories of suffering I encountered were endless. One woman was being pursued for flood damage in her apartment, even though she had clear proof that the damage was caused by the unit above hers. Despite her evidence, the company continued to harass her for payment. Another case involved a truck driver’s wife, who was blindsided by a $55,000 debt she knew nothing about. As she broke down in tears, my coworker celebrated his “win” with a high-five. It was a stark reminder of how dehumanizing the job could be.
The tactics we used were often manipulative and cruel. Some collectors would lie to claimants, threatening to revoke their driver’s licenses or suggesting they quit smoking to save money. Others would pressure people into taking out loans they couldn’t afford, knowing full well it would trap them in a cycle of debt. The system was designed to break people down, and it worked.
A System Built on Exploitation
One of the most shocking revelations was how easily the system could be manipulated. When people didn’t exchange insurance information after an accident, the company would hunt them down, often without checking if they had coverage elsewhere. This lack of due diligence was intentional—it allowed us to pursue individuals who might not even be responsible for the costs we were demanding.
I once tried to send a case back for review after discovering clear evidence of the claimant’s innocence, but my supervisor dismissed it, insisting we continue pursuing the payment. It was a stark reminder that the system wasn’t designed to be fair or just. It was designed to extract as much money as possible, regardless of the truth.
The Moral Dilemma: Choosing Between Humanity and Survival
Working in this environment was a constant moral struggle. Every time I showed even a hint of empathy, I was reprimanded. My supervisor once pulled me aside during a call and reminded me that I wasn’t there for customer service. “You’re poor,” he said. “If I were you, I’d focus on winning, not on helping these people.” It was a harsh reality check—one that highlighted the systemic issues at play.
The job took a toll on my mental health. I would hear coworkers screaming at claimants one moment and laughing about their weekend plans the next. The disconnect was jarring, and it made me question the kind of society we were building. How could people so easily switch between cruelty and normalcy? And why were we incentivizing such behavior?
A Call for Change
My time in the insurance industry was a wake-up call. It revealed the dark side of capitalism—a system that prioritizes profit over people and rewards exploitation. The stories I encountered were heartbreaking, but they also underscored the need for systemic change. Insurance companies should be held accountable for their actions, and regulations should be put in place to protect vulnerable individuals from predatory practices.
As for me, I left the industry with a renewed sense of purpose. I may not have been able to change the system from within, but I can share my story in the hopes of sparking a conversation. No one deserves to be treated as a source of revenue, and no industry should be allowed to profit from human suffering. It’s time to demand better—for ourselves, for our communities, and for future generations.