Innovation is our engine of strategic success. Our brand, customer base, proprietary data and expertise position our business to grow.
Allstate has innovation-focused teams in all critical business functions, plus an enterprisewide innovation program to identify new opportunities. Our enterprisewide innovation team partners 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. We look at the risks facing households and small businesses across the country using secondary research to track social and cultural megatrends and consumer attitudes. Allstate collaborates with leading academic institutions and is a member of the Center for Automotive Research at Stanford (CARS) 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 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, using data to create innovative and superior customer products. We design digital capabilities to achieve our customer experience goals, perform consistently across all locations and measure outcomes to adjust where needed. You can read more in our “Data privacy and information security” section about how we ensure digital products are designed for security, even before we launch them for customers.
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 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.
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 Partner Network. We accept the estimates from the shops, pay these shops directly and provide a lifetime guarantee to the customer for their work.
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 Virtual Assist app advances service experiences industrywide by making virtual estimating technology available to anyone. Live video interactions grew dramatically in 2020 during the COVID-19 pandemic. This digital solution made staying safe easier for customers and service partners.
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 customers and create a safer employee experience. 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. By using aerial images for 60% of drone inspections, we reduce fleet emissions from claims or home inspection visits, lowering our carbon footprint and keeping our workers safer.
Allstate provides customers and small businesses, such as auto body shops, with faster access to claim payment funds.
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.
Allstate gives customers and small businesses more control over the claims experience.
Customers have 24/7 access to claims information from any device through the MyClaim center, a new interface 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, as well as 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.