The Transformative Growth strategy is to accelerate growth by improving customer value, expanding customer access, increasing customer acquisition sophistication and investment, modernizing the technology ecosystem and driving organizational transformation.
We empower customers by ensuring our products are accessible, competitively priced, and align with our social and environmental goals. Allstate made significant progress in 2022 toward our Transformative Growth strategy by expanding customer access, improving customer value and deploying new technology ecosystems.
Developing and providing customer-centric products is the responsibility of multiple teams, including Product, Innovation, Marketing and Technology. In addition, every member of Allstate's Board of Directors is customer focused and brings an innovation perspective that enables Allstate to generate disruptive innovation and extend or create new business models to develop responsible products.
Policies and practices
We empower customers by providing affordable, simple and connected products that fit consumer needs. Advancements in data collection and technology help us offer competitive prices. Allstate agents and staff build relationships with customers to help them understand their risks and offer the best insurance solutions at the right price.
Our homeowners insurance pricing is based on external factors such as weather patterns, the cost of labor and building materials, and the home’s age, along with homeowners policy preferences such as deductible amount.
Allstate offers several ways for customers to reduce premiums, including discounts for insuring their car and home with Allstate, maintaining a safe driving record, using Drivewise® to encourage and reward safe driving behaviors, and through Milewise, our pay-per-mile auto insurance. Customers may also get credit for installing home safety and protection features like smoke detectors, water sensor devices and security systems.
We have expanded customer access to our products, and we have fully integrated National General.
Customers want convenience, and they are increasingly shopping for protection products and services outside of the usual channels. In 2022, Allstate formalized an Alternative Distribution team to bring protection to customers through partnerships with auto dealers, mortgage providers, home service companies and select retailers. The team has focused on building a vision and operating model, getting staff with diverse and creative perspectives, and creating meaningful customer and partner value propositions. Our technology continues to evolve to make it easier to integrate our products with potential partners. In 2022, the first policy was written through those partnerships and we plan to grow partnerships and bring more value to customers in 2023.
Allstate Mobile App
The Allstate mobile app was launched in 2010 and continuously updated based on customer feedback. In 2022, Allstate users engaged with Allstate Mobile over 120 million times. The app provides fast access to information and many capabilities customers want at their fingertips. Mobile app features are outlined in the figure below:
Auto insurance risk scores
We use information such as driving records, driving and braking speed and vehicle type to provide accurate and competitive auto insurance prices. Telematics, the science of collecting driving behavior data through sensors, help us provide Allstate customers who drive safely with lower premiums. By analyzing a customer’s driving patterns, we can promote better public safety habits like following the speed limit and avoiding hard braking.
Programs and performance
QuickFoto Claim app
With the free, user-friendly QuickFoto Claim app , a customer can take photos of a drivable car’s damage and submit them to our highly trained auto technicians to estimate damage. QuickFoto Claim eliminates the need for technicians to drive on site to assess the damage, which supports our efforts to increase low-carbon product offerings.
We are redefining insurance through telematics. Our Drivewise product gives customers insight into their behavior and promotes safe driving. Customers save just by activating Drivewise in the Allstate mobile app. In 2022, customers in most states could earn rewards as a policy credit every six months for safe driving. As of year-end 2022, Drivewise was 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-based insurance program. As of Dec. 31, 2022, Allstate had over 1.79 million Drivewise connections.
Crash Detection feature by Drivewise
Allstate launched free Crash Detection Services through Drivewise. Using telematics and the sensors in a smartphone, the Allstate mobile app can detect when a customer may have been involved in a serious car crash as a passenger or a driver. The app offers quick access to emergency assistance, claims and Allstate Roadside Services.
Allstate was the first major carrier to offer this benefit to anyone, not just our customers, with no additional equipment needed.In 2020 the Crash Detection feature was introduced and by 2021 it was available to all Apple iOS and Android users with the Allstate mobile app. In 2022, 226 customers used this feature to call 911, and 108 customers used it to call for roadside assistance. Additionally, 440 customers started a claim after they received a Crash Detection notification.
Pay-per-mile coverage is auto insurance priced primarily on the miles a customer drives. It gives consumers personalized products and services – and more control over cost. Milewise, Allstate’s pay-per-mile auto insurance, was available in 22 states as of Dec. 31, 2022, and gives customers the same great coverage and claim service from Allstate. In 2021, there were 275,000 vehicles enrolled in Milewise. Allstate ended 2022 with 351,000 vehicles enrolled in Milewise — an increase of 76,000 vehicles. As companies continue to offer employees telecommuting options, our customers are gravitating toward insurance that best reflects their driving habits.
New auto product
Allstate implemented a new auto product with unique design features online in two states in 2022. Designed for inclusivity and accessibility, it does not rate on gender, and it does allow for unrelated people living together to be on the same policy. The product maintains the ride-for-hire endorsement, so users can apply the policy if they use their vehicle for ride-sharing or food delivery. If the user's car needs to be repaired, the transportation expense compensates a flat dollar amount, whether they rent a car or use public transportation in the interim.
Allstate Business Insurance offers its customers eight types of first-party and third-party technology-focused coverages. Cyber coverages are essential for business owners because personal information held by a business can be lost, stolen or accidentally released. All 50 states plus the District of Columbia have laws requiring notification of individuals whose personal information is lost or stolen. Allstate offers Cyber coverage in 47 states as well as in Washington D.C. as of Dec. 31, 2022.
Allstate Identity Protection
Allstate Identity Protection (AIP) has reinvented privacy and identity protection by giving consumers the tools to see, control and protect their digital lives. Allstate recognizes the need for better access to safe and secure digital services. In 2022, Javelin Strategy and Research named our product Best-in-class for B2B Identity Protection. It was also named Best Identity Protection for Families by bankrate.com. It includes comprehensive financial and credit monitoring, industry-leading coverage and remediation services, innovative data and privacy tools (Allstate Digital Footprint, Allstate Security Pro, etc.) as well as a full suite of cybersecurity protection.
In early 2023, we launched over 20 new product features, including the Elder Fraud Center, which is an accessible online resource hub designed for elders and their caregivers paired with a dedicated elder fraud hotline. Other products include family digital safety tools and a highly competitive suite of personal device security features to help protect customers from online threats such as viruses, phishing attacks and malware on mobile and desktop devices. AIP also offers an array of industry-leading education materials and self-service resource hubs to empower our members.
Through the Allstate mobile app, our Digital Footprint product allows any consumer, not just Allstate customers, to run a free Digital Footprint. This product helps people see where their data lives among all the online accounts they have created, lets them unsubscribe from emails and also request that their data be deleted from organizations they no longer want to be associated with. Consumers get a simple summary of each account they have, along with the privacy and data sharing agreements they signed when creating those accounts.
As Americans share more personal data online, fraudulent applications, new account fraud, tax fraud and account takeover are major issues. In 2022, 84% of companies surveyed by Proofpoint’s State of the Phish report said they had experienced at least one successful email-based phishing attack, up from 81% in 2021. Unemployment fraud is one of the most prevalent types of fraud for consumers. It illustrates how quickly cybercriminals adapt to new vulnerabilities and why consumers need strong identity protection. We’ve managed the spike in fraud cases effectively and earned a strong post-remediation satisfaction score of 98%. Read more in Allstate’s Identity Fraud in Focus quarterly report.
The employee benefits business at AIP remains strong. During open enrollment season in 2022, 468 new employer clients were onboarded, and approximately 56,000 new plans went into effect.
Sharing economy coverage
With the rapid growth of consumers using personal cars and homes to participate in the sharing economy, Allstate moved quickly to address their needs.
- Ride for Hire® provides Allstate customers who drive for 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. As communities plan for a low-carbon economy, ride-sharing plays a critical role. By continuing to provide insurance for ride-share operators, Allstate helps enable the low-carbon transition.
- Transportation expense coverage that previously provided only rental cars for customers after an accident was expanded to include reimbursement for public transportation or ride-sharing.
- HostAdvantage® helps fill personal protection gaps for Allstate customers who rent out their homes on sites like Airbnb and HomeAway.
Avail is Allstate's peer-to-peer car-sharing experience that connects drivers and car owners where people live, work and travel. All cars are owned by real, local people, but Avail takes care of the car exchange, cleaning, inspection and insurance process. Every trip is protected by Allstate insurance and includes 24/7 roadside assistance.
In 2022, Allstate announced a new parking garage partnership to make car-sharing easier and more accessible for travelers and locals alike. Most cars sit parked 95% of the time, so Avail makes good use of the otherwise idle vehicles, while offering owners a way to make extra cash. Partnering with self-service LAZ Parking garages and other locations, Avail totaled 31 sites in Chicago and 12 in Denver as of January 2023 and has already grown further. Anyone who parks in a participating location can share their car by signing up through the Avail app or on the website and earn money to help offset the costs of car ownership and parking. These parking garage hubs lay the groundwork for a vision of mobility hubs where people can access all sorts of vehicles, from electric bikes to work vans. Avail drivers are covered by Allstate insurance, complete with access to roadside assistance and 24/7 customer support.
This insurance is in excess of any other insurance that a borrower may have. We provide borrowers with $100,000 in liability coverage, or their state's minimum requirement (whichever is higher). Additional fees may apply. Owners receive up to $1 million in primary liability coverage.
Arity, founded by Allstate in 2016, is a mobility data and analytics company that collects and analyzes driving data to help make transportation smarter, safer and more economical. Insurance companies, automobile manufacturers, retailers, mobile apps and cities turn to Arity to find meaning in mobile and vehicle telematics data so they can make smarter decisions and grow their business. By Dec. 31, 2022, Arity had collected more than 1 trillion miles of driving data at a rate of nearly 12 thousand miles per second.
Arity works to better understand how we drive, which benefits nearly everyone:
Drivers are better informed and their price reflects their safe driving.
- Drivers can get better rates based on good driving, and more relevant offers and information based on their driving behavior and habits. While they are behind the wheel, we learn when they slam on the brakes or take an alternate route. These all become data points that can be used to make roads safer in real time and in the future, as well as create smarter and more useful information for drivers.
Insurers gain a point-of-sale understanding of a driver’s behavior when pricing policies.
- Insurers can offer pricing to customers based on their personal driving habits at point of sale – no additional hardware or drive time required to assess how safely they drive. Insurance marketers can use this intelligence to reach new customers based on their lifetime value, which is impossible to do without an understanding of driving behavior and extensive dataset tied to claims. It also allows insurers to price drivers more equitably, focusing on how they drive not who they are.
Sharing economy operators can identify drivers who are best for the business.
- The sharing economy is safer and more efficient when ride-share operators can better assess their drivers and proactively identify risky driving behavior. This creates safer rides for everyone in the vehicle, more accountability for drivers and better predictability over the bottom line for operators.
Marketers can reach the most valuable prospects.
- With access to an unmatched dataset of driving behavior data and insights, marketers gain access to new audiences and ways to reach new prospects through better segmentation. Imagine getting a push alert as soon as it’s time to change your engine oil, or a weather app flagging flooded road conditions on a commonly used route – enabling more informed and efficient transportation.
Mobile app developers have powerful new ways to create relevant experiences.
- App developers have the data they need to build more relevant, timely experiences for users based on their lifestyles. A tire shop could identify customers who typically take long spring road trips with deals on new treads, or gas stations could alert nearby drivers to a deal when their tank is low.
Communities benefit from learning how drivers navigate their roadways.
- Local, state and other transportation authorities benefit from the billions of miles of driver data that reveal the safety risks and challenges drivers encounter on the roads each day. This creates ripple effects that lead to better conditions for pedestrians, public transit commuters and the rest of the community.
National General is a specialty personal lines insurance holding company serving a wide range of customer segments through a network of independent agents for property-casualty products. National General traces its roots to 1939 and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, lender-placed, supplemental health and other niche insurance products. Allstate finalized its acquisition of National General in January 2021, making National General, an Allstate company, the fifth largest carrier with independent agents.
Environmentally responsible products
Paper use and mileage reduction are both factors in our environmental footprint. Allstate offers paperless billing and up to a 10% discount for customers who go paperless. In 2022, 66% of the claims eligible for digital payment were paid digitally.
We also offer the Homeowners Policy Green Improvement Reimbursement Endorsement. It allows a customer to replace damaged or destroyed appliances and equipment with more energy-efficient items and be reimbursed by Allstate for the additional cost. The reimbursement applies to certain categories of Energy Star®-rated products such as: washers and refrigerators; computers and other electronics; heating and cooling equipment; and certain plumbing and building equipment. These products are designed to save electricity or water, reducing a home’s environmental impact while lowering homeowners’ utility bills. The Homeowners Policy Green Improvement Reimbursement Endorsement is available in most states.
SquareTrade Europe's Science-Based Target
SquareTrade Europe is the market leader for protection plans throughout Europe. Purchased by Allstate in 2017, SquareTrade uses the Allstate Protection Plans brand in the U.S. and SquareTrade throughout Europe, Japan and Australia. Allstate Protection Plans has over 140 million customers worldwide, and many of the largest retailers and mobile carriers in the world trust us to protect their devices, appliances and home goods. In addition to protecting everything from smartphones to refrigerators, TVs to sofas, SquareTrade is also making strides to protect the future of our planet. In December 2022, SquareTrade Europe registered with the Science Based Targets Initiative (SBTi), setting the company on a clearly defined path to reduce its greenhouse gas emissions in a scientifically rigorous manner. SquareTrade Europe has begun work to measure the emissions of its European business and will validate an emissions reduction target by the end of 2023.