Allstate Insurance Co. sees a trend of more Web-savvy customers who want options when it comes to interacting with service providers. And the insurer plans to give them just that. Next Gen Self-Service, Allstate’s new launch, expands online tools that enable customers and agents to access information and perform claims tasks over the Internet 24 hours a day.
The insurer says the number of customers taking advantage of its existing online self-service options is growing steadily; for example, customers checking their claim status online jumped 72% from 2007 to 2008.
“We are making it easier for customers to do business with Allstate, especially in their time of need,” says Mike Roche, Allstate SVP 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 they want to interact with us.”
With Next Gen Self-Service, a customer has the ability to enter loss information for routine claims and submit detailed claim information. Once claim information is submitted, the customer receives a customized e-mail that includes the contact information of the person processing the claim.
Additional Next Gen 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. Also, agencies in Colorado are testing a new function that allows agents to take and enter online loss information on behalf of customers.
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