Web-savvy policyholders increasingly want options by which to interact with service providers. In response, Allstate Insurance Company has developed Next Gen Self-Service to enable "do-it-yourself" claim-handling. The host of online tools, which is available 24/7 via www.allstate.com, allows customers and agents to readily access information and perform claim-related tasks at their convenience.
"We are making it easier for customers to do business with Allstate, especially in their time of need," said Mike Roche, Allstate senior vice president of claims. "When one of our customers suffers a loss and has to submit a claim, we need to be available how, when, and where they want to interact with us."
A rising number of customers are already taking advantage of Allstate's existing online self-service options. In fact, Allstate reports that the number of customers checking their claim status online grew 72 percent from 2007 to 2008.
Using Next Gen Self-Service, customers can input loss information for routine claims, as well as submit detailed claim information. They need only log onto Allstate's web site to begin the claim process. Once claim information is entered, a customized e-mail containing the contact information of the person handling the claim is deployed to the customer. According to Roche, the intended goal of the enhanced functionality is a shortened and simplified claim reporting process, especially for non-complex claims.
Additional self-service options include claim payments via direct deposits (in select cases), and automated e-mail reminders on the claim process, including receipt of claim and payment notifications. Further self-service enhancements will be delivered in phases continuing into 2010. Some of this will include options for smart phones, real-time access to support through the "click-to-talk" or "click-to-chat" functions, and electronic document exchange and signature.
Agencies in Colorado are also testing a new function that allows agents to take and enter online loss information on behalf of customers.
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