Governance

Technology and digitalization

Overview

Allstate’s technology solutions and digital platforms and products became even more critical during the pandemic and helped us keep customers, agents and employees safe. Our business success depends on innovating digital products, as well as improving efficiency through technology, process simplification and digitalization. Allstate’s Transformative Growth strategy uses technology to make our products more accessible and affordable.

Accountability

Innovation drives success. Our brand, strategy, customer base, proprietary data and expertise position our business to grow.

Allstate has innovation-focused teams in all critical business functions, plus an enterprise-wide innovation program to identify new opportunities. This innovation team works with internal and external organizations to create businesses to better serve customers and examines opportunities for existing businesses to reinvent themselves. 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 agents. Using secondary research, we look at the risks facing households and small businesses across the country to track and stay ahead of social and cultural trends and consumer attitudes. Allstate collaborates with leading academic institutions and is a member of the Center for Automotive Research at Stanford and the industry affiliate program of the Stanford Center for AI Safety. We tap into our innovation hubs in Menlo Park, California, 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 harness the creativity of Allstate employees across the company through new business competitions, hackathons and more.

Policies and practices

When something unexpected interrupts customers’ lives, we use 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 leads the industry in digital transformation of the claims experience. Our operating model follows a design-perform-measure structure, using data and consumer insights to create innovative and superior customer products. We design digital capabilities to achieve our customer experience goals, consistently claim processing performance across all locations and measure outcomes to adjust where needed. You can read more about how we ensure digital products are designed for security, even before we launch them for customers, in our data Privacy and information security section.

Programs and performance

Digital claim file

Streamlining the 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. This eliminated mail to the claim offices and improved our speed and accuracy. The new file tool is more consistent and simple, and it reduces the real estate footprint of archived paper files.

QuickFoto Claim®

QuickFoto Claim revolutionized 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 qualified 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.

The decrease in percent of inspections completed via QuickFoto Claim in 2020 represents intentional shifts to encourage customers with drivable vehicles to use our Virtual Assist service and repair shops within our Good Hands Repair Network. We accept the estimates from the shops, pay these shops directly and provide a lifetime guarantee to the customer for their work through our Good Hands Repair Network. Virtual vehicle damage inspections remain a critical strategy for Allstate post-COVID-19, with about 50% of all damage estimates completed via photos or live streaming video.

Developing capabilities with broad application is foundational to transforming our cost and service model. We have begun to leverage a QuickFoto Claim experience to complete damage estimates on non-complex homeowner damage claims. Customers are able to submit photos of their damage to our property technicians who can remotely calculate the estimated damage without the need for a physical, on-site inspection. In most cases the claim settlement can be completed within one to three days of claim notice, compared to five to seven days with our traditional process.

Virtual Assist®

We are broadening our offerings for assessing claims using photos and real-time video consultations, creating an increasingly on-demand 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 app makes virtual estimating technology available to anyone, and it made staying safe during the pandemic easier for customers and service partners.

We have broadened our capabilities for assessing exterior and minor interior property damage claims using video and imagery submitted by our inspection service partners through our virtual image technology. Our property technicians are able to estimate damage remotely rather than climbing on the roof, to deliver a safer, faster claims experience. By using virtual inspection technology on over 60% of our weather-related claims, inspection can be completed within three to seven days of claim notice, compared to seven to ten days without virtual inspection, while keeping our workers safe and making them more efficient by eliminating drive time.

Aerial imaging

Allstate has been a leader in aerial imaging research. We use images taken by piloted airplanes to better meet the needs of customers and create a safer employee experience. For example, an adjuster can look at high-resolution photos taken by piloted airplanes and zoom in on the damage, rather than climbing on a customer’s roof or entering an unsafe firezone, to deliver a safer, faster claims experience. By using aerial images, we reduce fleet emissions from claims or home inspection visits, lowering our carbon footprint and keeping our workers safer.

Digital payments

Allstate provides customers and small businesses, such as auto body shops, with faster access to claim payment funds. The majority of claim payments are digital eligible with consumers selecting a digital method 65% of the time. This trend continues to grow annually.

Quick Card Pay

Allstate 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 self-service

Allstate gives customers and small businesses more control over the claims experience.

MyClaim®

Customers have 24/7 access to claims information from any device through the MyClaim center, a new interface that was introduced in 2021 within MyAccount and the Allstate Mobile app. Using the 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. Customers can also use MyClaim to upload documents, communicate with their adjustor, select their payment preference, and more.

These advances give Allstate a strategic advantage in the industry by offering customers a seamless, helpful and personal interaction, especially during some of the most uncertain times in their lives.

TOP