Allstate has opened a training campus for employees to gain claims experience using real-world damage scenarios.
"In the Property Lab, which was built using insights from more than 100 million property claims, adjusters can inspect visible damage up close, look inside walls and see the hidden components affected by damage," said
Fiato shared with Digital Insurance about the importance of hands-on training and the ROI on a project like this.
Can you share the process to develop the Allstate Claims University campus and its mission?
We started with the customer. We looked at the types of claims we handle most often and asked ourselves how we could best prepare our people to support customers during those moments.
From there, we drew inspiration from Tech-Cor, Allstate's original training facility in Illinois, which was built in the 1970s. We looked at what made the facility valuable, what had changed across the claims industry and what a training campus needed to offer for the future.
We saw an opportunity to create a state-of-the-art facility where claims adjusters could do more than learn from a classroom or online curriculum – they can get their hands on a variety of materials and inspect the damage up close.
The main goal of Allstate Claims University is to make sure our claims adjusters have the knowledge, experience and confidence to provide the best possible support to customers when the unexpected happens.
How does hands-on training benefit claims professionals versus tech-focused, online training?
While technology and online learning play an important role in technical training, nothing replaces the value of experiencing damage firsthand. Learning is most effective when virtual instruction is paired with hands-on practice. Virtual training builds foundational knowledge and understanding, while hands-on experiences allow adjusters to apply that knowledge, validate their understanding and build confidence in a safe, controlled environment.
These immersive experiences help adjusters understand not only what damage looks like, but also what it takes to restore property and vehicles to their original condition, providing a level of real-world exposure that is difficult to be replicated with online training alone.
With the rise of AI and simulation training, what value does hands-on instruction like this provide?
Hands-on instruction gives claims adjusters the opportunity to learn by doing. At Allstate Claims University, they can see damage up close, look inside walls in the Property Lab, inspect vehicles in the Auto Lab and better understand what it takes to repair damage and return property to its original condition. That experience helps build expertise and confidence, preparing them to provide stronger support to customers when they need us most.
How do claims professionals use the campus through virtual learning?
While Allstate Claims University is primarily designed for in-person learning, virtual access was part of the design from the beginning. Every classroom can accommodate virtual learners, allowing employees who are not physically in Dallas to participate in instruction and engage with the material in real time.
What's the ROI on a project like this?
For us, the return on investment is helping customers have a better recovery experience. When adjusters have stronger expertise and more hands-on experience, they're better prepared to assess damage, answer questions and guide customers through the process when they need us most.
The investment is also about preparing for the future. Homes are more complex, vehicles feature more and newer technology than ever before and severe weather continues to shape the claims landscape. Allstate Claims University helps ensure our workforce is prepared for those realities, not just today, but for years to come.
