Allstate Expands Self-Service Options with New Online Tools
Next Gen Self-Service Gives Customers the Freedom and Convenience of Do-it-Yourself Claim Handling
Allstate Insurance Company (NYSE: ALL) today announced the launch of Next Gen Self-Service, expanded online tools that allow customers and agents to access information and perform claims tasks over the Internet 24 hours a day.
Trends show that more and more web-savvy customers want options when it comes to interacting with service providers. Allstate customers are no exception. The number of customers taking advantage of Allstate's existing online self-service options is growing steadily; for example, customers checking their claim status online jumped 72 percent from 2007 to 2008. Next Gen Self-Service is a response to these trends and gives customers the freedom of do-it-yourself claim handling for non-complex claims.
"We are making it easier for customers to do business with Allstate, especially in their time of need,' said Mike Roche, Allstate senior vice president of claims. "Protection is our business, and when one of our customers suffers a loss and has to submit a claim, we need to be available how, when, and where they want to interact with us.'
With Next Gen Self-Service, customers have the ability to enter loss information for routine claims and submit detailed claim information. Customers can simply log onto www.allstate.com to begin the claim process. Once claim information is submitted, customers receive a customized e-mail that includes the contact information of the person handling their claim.
Additional Next Gen Self-Service options include claim payments via direct deposits (in select cases), and automated e-mail reminders on the claim process, including receipt of claim and payment notifications. Also, agencies in Colorado are testing a new function that allows agents to take and enter online loss information on behalf of customers.
Further Next Gen Self-Service enhancements will be delivered in phases continuing into 2010, including options for smart phones, real time access to support through the "click-to-talk' or "click-to-chat' functions, electronic document exchange and signature, and other increased customer options for information.
"We are working to shorten and simplify the claim reporting process for our customers. Next Gen gives us the technical foundation that is allowing us to broaden our self-service options,' added Roche.
In 2005, Allstate embarked on a journey to reinvent claims for the future - Next Generation Claim Systems, known as Next Gen. This technology was rolled out in a gradual, phased approach to benefit customers, agencies, and body shop owners. In addition to self-service, Next Gen has enabled Allstate to enhance the company's Direct Repair Program (DRP). Among the DRP improvements, Next Gen technology provides an automated ranking of repair shops that allows Allstate to share information concerning the highest-performing shops to customers. The DRP upgrade also includes a unique open-platform application that allows repair shops to use the estimating software of their choice - an option that the shops greatly appreciate. Next Gen technology also permitted a redesign of the total-loss process. The more streamlined totalprocess for simple claims is helping take many customers "from crash to cash' in just one to two days.
The Allstate Corporation (NYSE: ALL) is the nation's largest publicly held personal lines insurer. Widely known through the "You're In Good Hands With Allstate®' slogan, Allstate is reinventing protection and retirement to help more than 17 million households insure what they have today and better prepare for tomorrow. Consumers access Allstate insurance products and services through Allstate agencies, independent agencies, and Allstate exclusive financial representatives in the U.S. and Canada, as well as via www.allstate.com and 1-800 Allstate®.
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