Allstate Offers Claim Satisfaction Guarantee

January 3, 2012

Allstate has decided to expand a claims guarantee to their auto insurance customers that will provide a credit to their auto policies if they are not satisfied with their auto claims service.

The claim satisfaction guarantee was tested last year in Indiana, Ohio, Michigan, and Georgia, where it was added, at no additional cost, to standard auto policies. It is now going to be available in 31 states, and there are plans to add more states this year.

What this means in practical terms is that 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 claim.

The Northbrook, Ill.-based carrier offers 24-hour claims service by phone and also allows people to file online claims. The company already guarantees repairs made at any Allstate Good Hands Repair Network shop or Sterling Auto Body Center for as long as customers own their cars, but this newest offer expands the guarantee.

“If the customer isn’t happy, then we haven’t done our job,” said Mark LaNeve, chief marketing officer and senior executive vice president. “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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