Changing profile of insurance sector field workers
Published: 17 July 2006
Some service sectors require fieldwork as part of the job. In the insurance sector, for example, employees have to go out to inspect and assess damages. In recent years, the working conditions [1] of those undertaking fieldwork have been subject to significant change. Furthermore, the situation of employees working away from the company premises is of particular interest, due to the greater flexibility [2] in working life. Mobile forms of work are increasing in many sectors affected by flexibilisation. To this extent, the importance of the topic – working conditions of fieldworkers in the insurance sector – goes beyond the sectoral level.[1] www.eurofound.europa.eu/ef/observatories/eurwork/industrial-relations-dictionary/working-conditions[2] www.eurofound.europa.eu/ef/observatories/eurwork/industrial-relations-dictionary/flexibility
External fieldwork in the insurance sector is characterised by long working hours, increasing performance-based demands and time pressure, as well as a high degree of autonomy over work. Consequently, field agents have mixed feelings about the occupation. These are among the findings of a 2005 survey, which examined the working conditions of insurance sector workers.
Some service sectors require fieldwork as part of the job. In the insurance sector, for example, employees have to go out to inspect and assess damages. In recent years, the working conditions of those undertaking fieldwork have been subject to significant change. Furthermore, the situation of employees working away from the company premises is of particular interest, due to the greater flexibility in working life. Mobile forms of work are increasing in many sectors affected by flexibilisation. To this extent, the importance of the topic – working conditions of fieldworkers in the insurance sector – goes beyond the sectoral level.
Methodology and sample
In 2005, a quantitative postal survey was sent to insurance sector workers who are required to carry out fieldwork. The study, commissioned by the Union of Salaried Private Sector Employees (GPA), was carried out in eight of Austria’s nine federal provinces. Of the 8,300 people in the target group, some 1,856 respondents took part in the study, which represents a return rate of 22%. A 90% ratio of men confirms that fieldwork in the insurance sector is clearly a male-dominated occupation. The study examined working hours, income levels, workload and job satisfaction.
As mentioned above, far-reaching organisational changes and the implementation of information and communication technologies (ICT), such as computer laptops and interconnectivity, have changed the job profile of fieldworkers in the insurance sector. This has led to certain negative effects on working conditions. In the study, three quarters of the respondents stated that organisational changes have made their work quite difficult.
Working hours
The results regarding length of working time show that fieldworkers work very long hours. Only 19% of the respondents work a 40-hour week. Nearly half (49%) of those surveyed work between 40 and 50 hours, and another 32% work more than 50 hours per week. This means that over 80% of the fieldworkers work more than 40 hours a week.
Distribution of working hours among fieldworkers (%)
Source: Stagel, 2006
Weekend work is common for fieldworkers in the insurance sector: in the 12 weeks before the survey, the respondents had worked on average four weekends, while 22% of those surveyed had worked more than half of the weekends during this period.
Income level
Median gross income per month, which was reported by 51% of the respondents, is €3,040. However, a clear polarisation emerges in this respect: one fifth of the respondents are in the lowest income category per month (under €2,000), while another fifth are in the highest income category (more than €5,000). Furthermore, 67% of the salary is based on commission and is, therefore, variable and performance related. Only a small proportion of the salary, 16%, is fixed. In addition, fieldwork expenditure is not fully compensated by the employer: on average, only half of travel expenses are compensated and 12% of workers have to pay the costs in full themselves. Some 89% of fieldworkers have to pay their own expenses for ICT (laptop, mobile phone, etc), which amounts on average to a cost of €80 per month.
Pressure of work
According to the respondents, fieldworkers are faced with a range of work pressures. Some 60% of the workers feel a heavy burden due to ‘pressure to succeed and performance-based management’; 94% slightly feel this pressure. At the same time, just over half (55%) of the workers feel great ‘stress/time pressure’; 96% feel slightly affected in this regard. Other relevant work pressures that have a slight impact on workers are travel (87%), working with a computer screen (84%), business competition from freelance brokers (80%), direct marketing activities and the behaviour of supervisors (75% each).
Ambivalent attitude to the job
Survey results reveal that fieldworkers have mixed feelings about their occupation. On the one hand, they enjoy the high degree of autonomy involved (stated by 98% of respondents) and, in general, 80% would pursue the same career again. On the other hand, 90% of those surveyed criticise the widening gap between increasing work demands and income levels. Another negative factor is that the work detracts from quality of life, which was stated by 47% of the fieldworkers.
Commentary
The survey clearly underlines how, in the long run, increasing business targets and related time pressures undermine the positive aspects of working away from the company premises. This is relevant for all forms of mobile work. Among the most positive aspects is the high degree of autonomy in the work.
Reference
Stagel, W., [Working situation of fieldworkers in the insurance sector in Austria (in German – short version; 127Kb PDF)](http://www.isw-linz.at/media/files/Top Themen/kurzfassung_studie_versicherung_gpa_16-03-2006.pdf), 2006.
Manfred Krenn, FORBA
Eurofound recommends citing this publication in the following way.
Eurofound (2006), Changing profile of insurance sector field workers, article.
