Allstate is putting its money where its mouth is when it comes to claims service.
The Northbroook, Ill.-based carrier says its new Claim Satisfaction Guarantee will promise customers that they will be satisfied with their auto claim service or get a credit to their auto policy. Specifically, eligible customers who are dissatisfied in any way with the service on a paid auto claim can receive a credit to their premium if they express their dissatisfaction in writing within 180 days of the incident that triggered the claim.
"The Claim Satisfaction Guarantee is more than a new feature for eligible standard auto customers," Allstate senior EVP Agency Operations, and chief marketing officer Mark LaNeve said in a statement. "It's also an assertion by this organization that we have complete confidence in our claims people, our agency owners, and our processes.”
The company tested the Guarantee last year in Indiana, Ohio, Michigan and Georgia, where it was added, at no additional cost, to standard auto policies. Going forward, the feature will now be available in 31 states, with additional states planned in 2012.
LaNeve added that he expects the guarantee to be a competitive differentiator.
"If the customer isn't happy, then we haven't done our job," he said. "The Claim Satisfaction Guarantee backs up our commitment to deliver a complete, positive experience for the customer, and this feature, furthermore, will be one more way in which we distance ourselves from our competitors."
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