ONLINE CHANNEL

The Good Hands People Get Better for Agency Force

Allstate Insurance has increased the Web presence of its 11,000 exclusive agents through the creation of individual consumer Web sites that provide auto, home, and financial services product information; insurance quoting capabilities; and 24/7 customer-service features.

The agency Web sites extend beyond the traditional business-card functionality found in some carrier-supported agent Web sites, according to Allstate. These sites provide consumers with expanded quoting and service capability along with a full suite of state-specific Allstate product and service information presented on behalf of the agent.

In a recent analytical brief, Gmez, a leader in evaluating Web site execution for corporations, credited Allstates online initiatives saying, [Allstate] agents are given their own customizable and branded environment to which they easily can promote and drive leads. Suddenly, agents have a vested interest in making the online channel work for them.
Allstate is excited to be one of the first in the industry to offer customers a tool that enables them to interface directly with their local Allstate agent. Customers can use the full suite of tools available through the agency Web sites to help with both their insurance and financial service needs, says Richard Heneberry, assistant vice president of Internet marketing for Allstate.

Additional agency Web site features include:
At-a-glance agency contact information, including prominent placement of the agents phone number throughout the site, making it easier for consumers to contact agents.
Detailed agent background information to help consumers get to know agents and their staff.
Life-event-related resources, including financial calculators with easy-to-read tables and graphs assisting consumers with their savings, education, and retirement planning.
The ability for consumers to sign up for newsletters, service reminders, or promotional announcements.
Quick access to 24-hour online self-service functionality for Allstate customers, including FAQs for billing and claims.
Consumer-friendly content written in the agents voice, providing visitors with a more personal online experience.
Customized product information based on the agents state, license, and certification.

Studies indicate the role of the Internet in assisting consumers with their insurance and financial services shopping requirements continues to grow. In fact, The Dieringer Research Group, Inc., 2003 American Interactive Consumer Study reports 51 percent of all consumers who have opened new financial service accounts and insurance policies used the Internet in some way during their research and application process.

Development of the agency Web sites reinforces Allstates commitment to fulfill consumer needs along with direct access to local Allstate agencies and information 24 hours a day, seven days a week. Seamless integration of the agent into the online presence is critical to the success of the Internet channel, says Tim Carpenter, insurance sector analyst, Gmez.

Throughout 2004, Allstate plans to expand and improve agency Web site features and functionality to help consumers with their insurance and financial services needs.

WEB SITE

Jefferson Pilot Improves Navigation, Self-Service Functionality for Users

Jefferson Pilot Financial has introduced its redesigned public Web site that features a new look, easier navigation, and self-service functionality for Jefferson Pilots customers. The Web site is organized by audience: policyowners, employers and employees, agents, and investors. Each area helps site visitors quickly find the information they are looking forfrom group life insurance product information and online account management to career opportunities and detailed information about the companies that make up Jefferson Pilot Financial. Todays business environment is more reliant on technology than ever before, and a dynamic Internet presence is increasingly important to a companys long-term success. The latest progression of jpfinancial.com embodies Jefferson Pilots commitment to its growing online audience, says Chuck Cornelio, executive vice president/CIO. An improved de-sign that reflects Jefferson Pilots brand and fewer click-throughs for site visitors also enhances readability throughout the site. A products and services area on the home page is a new feature as well, which in-cludes information on life insurance and annuities, finan-cial planning overviews, and a detailed glossary of financial concepts and insurance terms. Individual policyowners can access their account information 24 hours a day through the secure online login feature located in the policyowners section.

CLAIMS MANAGEMENT

Cincinnati Insurances New System Rollout

The Cincinnati Insurance Companies recently completed rollout of a new claims management system (CMS) that streamlines file administration for property/casualty insurance claims. CMS supports our continued commitment to providing exemplary claims service with a personal touch, says Gary Givler, assistant vice president, headquarters claims, for Cincinnati. It lifts the administrative burden from our field claims representatives, allowing them to spend more time with people and less time with paper.

The carriers 743 field claims representatives are able to respond to claims promptly and personally because they work out of their homes and are assigned to serve local independent agencies in their own communities. CMS manages processing of formerly manual, paper-based files within a single, automated system accessible to associates located in the field and at headquarters through a secure Web-browser connection. Documents related to claims are keyed or scanned into the system and available immediately. Instead of waiting for a linear workflow to reach them, authorized associates can access files as they are ready to work on them. Givler says, For the first time in our companys history, multiple associates in diverse departments and locations can view a claim file simultaneously. We have a shared platform for decision-making. Carol Oler, executive in charge of CMS technical development for Cincinnati, says, It helps our staff make quicker and better decisions. Cincinnati partnered with SAP America to implement SAPs Claims Management Solution.

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