We protect customers from life’s uncertainties, which requires Allstate to innovate to meet the accelerated pace of change. Innovation is critical to ensuring that our business successfully maneuvers global shifts in mobility, severe weather, urbanization, technology and security. Through acquisition and organic development, Allstate offers new products and services for the protection needs of today’s consumers.
Transforming for the Modern World
To serve the full range of customer protection needs emerging in the market and stay ahead of the changing mobility landscape, Allstate leverages our 88-year legacy as a trusted provider. Our brand, customer base, proprietary data and expertise position our business to grow and expand our offerings.
Allstate’s has innovation-focused teams in all critical business functions, plus an enterprise-wide innovation program to identify new opportunity areas. For instance, our Claims organization has a sizable innovation team that pioneered QuickFoto Claim® and today is exploring the use of technologies such as drones to reduce claims settlement costs and improve customer service.
Our enterprise-wide innovation team partners with internal and external organizations to create new businesses to better serve our customers and examines opportunities for existing businesses to reinvent themselves. Recent examples of these efforts are Allstate’s entry into device protection plans from SquareTrade and identity protection with our acquisition of InfoArmor. We also developed a peer-to-peer car-sharing service to drive mobility transformation. Our innovation program takes an expansive view of opportunities beyond automotive or property and casualty insurance.
We identify opportunities starting with our deep expertise in serving customers and agency owners. We look at the risks facing households and small businesses across the country using secondary research that tracks social and cultural megatrends and consumer attitudes. Allstate has collaborations with leading academic institutions and is a member of the Center for Automotive Research at Stanford (CARS) and the Stanford Center for AI Safety‘s industry affiliate program. We also tap into our Innovation Hubs in Menlo Park and downtown Chicago, where our teams advance telematics and analytics capabilities. Similar efforts are taking root in Allstate offices in India and Northern Ireland. We increasingly harness the creativity of Allstate employees across the company through various new business competitions, hackathons and more.
Our continued emphasis on innovation and development aligns with our goal to create strategic platforms for growth. We focus on expanding our business and offerings and on fostering a healthy environment for sustained innovation.
When something unexpected interrupts customers’ lives, we leverage technology, data and analytics capabilities to restore normalcy as quickly as possible by delivering compassionate service that is fast, fair and easy.
Our customers increasingly expect quick, seamless digital interactions, so we are setting a new standard for faster and easier claims handling while maintaining quality and accuracy. We take advantage of emerging technologies and advanced data analytics capabilities to better meet the needs of customers and make our claims process more efficient. Digital advances in financial services now make it possible for customers to receive payments within seconds — instead of the previously standard seven to nine days with paper checks.
Allstate is committed to creating a truly differentiated claims experience by leading our industry in digital transformation. We organize around an operating model that follows a Design, Perform, Measure structure. We design digital capabilities to achieve our customer experience goals, perform consistently across all locations and measure our outcomes to adjust where needed.
Digital Claim File
Streamlining our internal claims process was critical to our paper reduction initiatives, but also to our customer and employee experiences. In early 2019, we completed the transition to a digital claim file system, so claim agents and adjusters have electronic access to everything they need. In the new system, users can share files and images, and separate, reorder and annotate digital documents, just as they would with a paper file. In doing so, we eliminated mail to the claim offices and improved our speed and accuracy. After only a few months of rollout, our claims team feels the improvement. The new file tool is more consistent and simple, and it reduces the real estate footprint of archived paper files.
The QuickFoto Claim tool is revolutionizing our claims model for vehicles that have damage but are still drivable. The free, user-friendly app allows a customer to take photos of a car’s damage and submit them directly to our team of highly trained auto technicians who can remotely calculate the estimated damage. The customer doesn’t have to schedule an appointment or take the car in for a physical inspection. They typically get an estimate in hours, compared to five days with our traditional process.
Since its launch in 2016, we have seen a significant increase in the amount of vehicle damage assessed with the QuickFoto Claim tool.
Percent of initial inspections completed for all drivable vehicles using QuickFoto Claim
We are broadening our offerings for assessing claims using photos and real-time video consultations, creating an increasingly on-demand service experience for customers and service partners. Our live video feature — available in the free, user-friendly VIRTUAL ASSIST app — automatically routes customers to the right Allstate technician. The VIRUAL ASSIST app advances service experiences industrywide by making virtual estimating technology available to anyone. Our use of live video interactions continued to grow in 2018 beyond supplemental auto damage to initial auto inspections and property wind and hail claims.
Percent of auto supplements completed (measured against total auto supplements) using Virtual Assist
Allstate has been a leader in aerial imaging research. We use images taken by drones, piloted airplanes or satellites to better meet the needs of our customers and make our employees safer. For example, an adjuster can look at high-resolution photos taken by drones and zoom in on the damage, rather than climbing on a customer’s roof, to deliver a safer, faster claims experience. In 2017, we used aerial imaging to quickly evaluate and identify covered damage to homes and cars after hurricanes Harvey and Irma and after the numerous wildfires in the Western United States. In some cases, we notified homeowners before they were even aware of the damage.
Allstate provides customers and small businesses, such as auto body shops, with faster access to claim payment funds.
Quick Card Pay
Allstate now offers one of the fastest payment methods in the industry. Quick Card Pay provides a nearly instantaneous payment to customers and claimants anytime, anywhere in the United States. Instead of waiting up to a week for a paper check, customers can get a claims payment from Allstate in real time.
Digital/electronic claim payment transactions
Allstate offers customers and small businesses, such as auto body shops, more control over the claims experience.
Customers have 24/7 access to claims information from any device through MyClaim center, a new interface within MyAccount and the Allstate mobile app. Using MyClaim center, customers can report a claim, check their claim status, get details about or schedule inspections and access information about coverage, deductibles and rental reservations, as well as select their payment preference, and more.
These advances improve our digital experience – giving Allstate a strategic advantage in the industry by offering our customers a seamless, helpful and personal interaction with the company, especially during some of the most uncertain times in their lives.
We are dedicated to ensuring we have products and experiences that meet evolving customer expectations, needs and market conditions.
Telematics is the science of collecting data through sensors in the vehicle, which enables us to redefine the experience of insurance. Drivewise uses telematics to personalize the auto experience and provide consumers insights into their behaviors to promote and reward safe driving. Drivewise is available in 49 states and the District of Columbia. Allstate was the first major U.S. insurer to bring to market a mobile app to collect data for a telematics-driven insurance program.
Pay-per-mile coverage is a new kind of auto insurance based primarily on the miles a customer drives. Consumers today are accustomed to personalized products or services that give them more control over cost and usage, and we’re staying on top of this trend. Milewise, Allstate’s pay-per-mile auto insurance, is available in 12 states plus the District of Columbia and will expand into more states in the coming year. Milewise gives customers more control over their auto insurance costs with the same great coverage and claim service from Allstate.
Ride for Hire® and HostAdvantage®
With the rapid growth of consumers using personal cars and homes to participate in the sharing economy, Allstate moved quickly to provide coverage options that address their needs:
- Ride for Hire provides Allstate customers driving for transportation network companies, like Uber and Lyft, an optional endorsement to help fill the gap between their personal auto policy coverage and what’s provided by the transportation network company’s commercial policy.
- HostAdvantage provides Allstate customers renting out their homes on sites like Airbnb and HomeAway coverage options to help with their personal property protection gaps.