Allstate Asserts Confidence in People and Processes with Innovative Product
New "Claim Satisfaction Guarantee" delivers on commitment to customers
Allstate (NYSE:ALL) continues to serve its policy holders better by becoming the first company, through its new Claim Satisfaction Guarantee, to promise its customers that they will be satisfied with their auto claim service or get a credit to their auto policy.
The Claim Satisfaction Guarantee reflects Allstate's ongoing commitment to its customers. Under the new feature, if an eligible customer is not happy, for any reason, with the service they receive on a paid auto claim, Allstate will provide a credit to the customer's auto policy. Built in large part on the talents of Allstate's agency owners, adjusters and claims representatives, the program separates Allstate from other insurers, making a bold statement about the company's trust in its people and its claim operation.
"The Claim Satisfaction Guarantee is more than a new feature for eligible standard auto customers," said Allstate Senior Executive Vice President, Agency Operations, and Chief Marketing Officer, Mark LaNeve. "It's also an assertion by this organization that we have complete confidence in our claims people, our agency owners, and our processes. We are certain that the Allstate team will exceed customer expectations."
Claim Satisfaction Guarantee was tested last year in Indiana, Ohio, Michigan, and Georgia, where it was added, at no additional cost, to standard auto policies. With today's announcement, the feature will now be available in 31 states, with additional states planned in 2012. Under the feature, eligible customers who are dissatisfied in any way with the service on a paid auto claim can receive a credit to their premium if they express their dissatisfaction in writing within 180 days of the incident that triggered the claim.
Allstate customers are backed by one of the largest claims teams in the industry, available 24 hours a day every day of the year. Customers can talk to a representative any time of the day or night at 1-800-Allstate or file an online claim 24/7 at Allstate.com. Allstate guarantees repairs made at any Allstate Good Hands® Repair Network shop or Sterling Auto Body Center for as long as our customers own their cars. If it's not right, bring it back and it will be fixed. The new feature announced today takes this a step further for policy holders by guaranteeing their satisfaction with their auto claim experience, or they will receive a credit on their auto policy.
"If the customer isn't happy, then we haven't done our job," LaNeve said. "The Claim Satisfaction Guarantee backs up our commitment to deliver a complete, positive experience for the customer, and this feature, furthermore, will be one more way in which we distance ourselves from our competitors."
This feature is the latest chapter in Allstate's history of introducing innovative products and services to consumers. Allstate's Your Choice Auto product, which includes features like Accident Forgiveness, Deductible Rewards® and the Safe Driving Bonus® check, was introduced in 2004 and is now available to consumers in 46 states. Most recently, Allstate introduced "Good Hands Roadside" – a pay-as-you-go auto service program without a sign-up fee.
The Allstate Corporation (NYSE: ALL) is the nation's largest publicly held personal lines insurer known for its "You're In Good Hands With Allstate®" slogan. Now celebrating its 80th anniversary as an insurer, Allstate is reinventing protection and retirement to help nearly 16 million households insure what they have today and better prepare for tomorrow. Consumers access Allstate insurance products (auto, home, life and retirement) 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®.