NORTHBROOK, Ill., Jan. 2, 2012 /PRNewswire/ -- 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®.
SOURCE Allstate