Allstate Insurance has launched a set of online tools to improve customer service on the carrier's Web site (www.allstate.com) through expanded self-service that allows 24-hour access to policy and claims information.

According to Allstate, trends in online activity show customers are more Web savvy and prefer more options to interact with service providers. The number of customers taking advantage of Allstate's self-service options has grown steadily. The insurer reports customers checking their claims status online jumped 72 percent from 2007 to 2008.

Allstate is calling the new tools Next Gen Self-Service, and the carrier sees it as a response to these trends as well as giving customers the freedom of do-it-yourself claim handling for noncomplex claims.

“We are making it easier for customers to do business with Allstate, especially in their time of need,” says 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 the customer wants to interact with us.”

With Next Gen Self-Service, customers can enter loss information for routine claims and submit detailed claim information. Customers can log onto the Web site to begin the claim process, and once the information is submitted, customers receive a customized e-mail that includes the contact information of the person handling their claim.

Additional self-service options include claim payments via direct deposits (in select cases) and automated e-mail reminders on the claim process, such as receipt of claim and payment notifications.

In addition, agencies in Colorado are testing a new function that allows agents to take and enter online loss information on behalf of customers.

Further enhancements will be delivered in phases continuing into 2010, for example 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 increased customer options for information.

“We are working to shorten and simplify the claim-reporting process for our customers,” says Roche. “Next Gen gives us the technical foundation that is allowing us to broaden our self-service options.”

Special Reports /

Self-Service Expanded for Allstate Customers

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