ONLINE CHANNEL

The Good Hands People Get Better for AgencyForce

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

The agency Web sites extend beyond the traditional business-cardfunctionality found in some carrier-supported agent Web sites,according to Allstate. These sites provide consumers with expandedquoting and service capability along with a full suite ofstate-specific Allstate product and service information presentedon behalf of the agent.

In a recent analytical brief, Gmez, a leader in evaluating Website execution for corporations, credited Allstates onlineinitiatives saying, [Allstate] agents are given their owncustomizable and branded environment to which they easily canpromote and drive leads. Suddenly, agents have a vested interest inmaking the online channel work for them.
Allstate is excited to be one of the first in the industry to offercustomers a tool that enables them to interface directly with theirlocal Allstate agent. Customers can use the full suite of toolsavailable through the agency Web sites to help with both theirinsurance 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 prominentplacement of the agents phone number throughout the site, making iteasier for consumers to contact agents.
Detailed agent background information to help consumers get to knowagents and their staff.
Life-event-related resources, including financial calculators witheasy-to-read tables and graphs assisting consumers with theirsavings, education, and retirement planning.
The ability for consumers to sign up for newsletters, servicereminders, or promotional announcements.
Quick access to 24-hour online self-service functionality forAllstate customers, including FAQs for billing and claims.
Consumer-friendly content written in the agents voice, providingvisitors 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 consumerswith their insurance and financial services shopping requirementscontinues to grow. In fact, The Dieringer Research Group, Inc.,2003 American Interactive Consumer Study reports 51 percent of allconsumers who have opened new financial service accounts andinsurance policies used the Internet in some way during theirresearch and application process.

Development of the agency Web sites reinforces Allstatescommitment to fulfill consumer needs along with direct access tolocal Allstate agencies and information 24 hours a day, seven daysa week. Seamless integration of the agent into the online presenceis critical to the success of the Internet channel, says TimCarpenter, insurance sector analyst, Gmez.

Throughout 2004, Allstate plans to expand and improve agency Website features and functionality to help consumers with theirinsurance and financial services needs.

WEB SITE

Jefferson Pilot Improves Navigation, Self-ServiceFunctionality for Users

Jefferson Pilot Financial has introduced its redesigned publicWeb site that features a new look, easier navigation, andself-service functionality for Jefferson Pilots customers. The Website is organized by audience: policyowners, employers andemployees, agents, and investors. Each area helps site visitorsquickly find the information they are looking forfrom group lifeinsurance product information and online account management tocareer opportunities and detailed information about the companiesthat make up Jefferson Pilot Financial. Todays business environmentis more reliant on technology than ever before, and a dynamicInternet presence is increasingly important to a companys long-termsuccess. The latest progression of jpfinancial.com embodiesJefferson Pilots commitment to its growing online audience, saysChuck Cornelio, executive vice president/CIO. An improved de-signthat reflects Jefferson Pilots brand and fewer click-throughs forsite visitors also enhances readability throughout the site. Aproducts and services area on the home page is a new feature aswell, which in-cludes information on life insurance and annuities,finan-cial planning overviews, and a detailed glossary of financialconcepts and insurance terms. Individual policyowners can accesstheir account information 24 hours a day through the secure onlinelogin feature located in the policyowners section.

CLAIMS MANAGEMENT

Cincinnati Insurances New System Rollout

The Cincinnati Insurance Companies recently completed rollout ofa new claims management system (CMS) that streamlines fileadministration for property/casualty insurance claims. CMS supportsour continued commitment to providing exemplary claims service witha personal touch, says Gary Givler, assistant vice president,headquarters claims, for Cincinnati. It lifts the administrativeburden from our field claims representatives, allowing them tospend more time with people and less time with paper.

The carriers 743 field claims representatives are able torespond to claims promptly and personally because they work out oftheir homes and are assigned to serve local independent agencies intheir own communities. CMS manages processing of formerly manual,paper-based files within a single, automated system accessible toassociates located in the field and at headquarters through asecure Web-browser connection. Documents related to claims arekeyed or scanned into the system and available immediately. Insteadof waiting for a linear workflow to reach them, authorizedassociates can access files as they are ready to work on them.Givler says, For the first time in our companys history, multipleassociates in diverse departments and locations can view a claimfile simultaneously. We have a shared platform for decision-making.Carol Oler, executive in charge of CMS technical development forCincinnati, says, It helps our staff make quicker and betterdecisions. Cincinnati partnered with SAP America to implement SAPsClaims Management Solution.