Allstate is one of America’s largest auto insurers, with millions of customers. It offers a variety of ways to get in touch, including 24/7 support and an online search locator to find a local agent. It also provides an app where policyholders can track their claims and access discounts. Despite its many options for getting help, Allstate’s customer service ratings remain below industry averages.
In a bid to rev up growth, Allstate’s CEO Tom Wilson is hacking away at the company’s traditional business model. He’s slashing agents’ renewal commissions and pushing them to focus on attracting new clients rather than servicing existing ones. He’s trying to get the company back in competition with faster-growing rivals like Geico and Progressive, who sell mostly direct to consumers via phone or online.
Wilson’s move to cut agents’ commissions is especially painful for them because it cuts into the lucrative commissions that they earned on insurance renewals. In the past, Allstate’s agents made 10 percent of their sales on renewal policies, and that high retention rate helped them earn industry-leading profits. That loyalty was forged through personal attention from the agents, which allowed them to form strong relationships with their customers and generate high levels of repeat business.
The Allstate customer service department handles complaints from car accident victims, homeowners, and renters who have problems with their policies or claims. They can be contacted via telephone, mail, email or by visiting an Allstate branch office. The Allstate website also contains a comprehensive FAQ section that answers commonly asked questions about the company and its products.
If you’re unhappy with the way your Allstate claim was handled or if the company refused to pay for certain repairs, you can file a complaint with your state’s department of insurance. You can also complain to the Better Business Bureau, which investigates insurance-related issues and publishes complaints against companies.
While Allstate is not the only insurer that receives customer complaints, it’s among the top five. The company receives close to the expected number of complaints relative to its size, according to three years of data from the National Association of Insurance Commissioners. The best auto insurers have fewer than the expected number of complaints.
Allstate is working hard to make its customer experience more seamless across channels. It’s using artificial intelligence to reduce call wait times and improve first-call resolution rates. Its AI assistant, Amelia, uses natural language processing to interact with callers, and it can identify when a conversation is getting too lengthy. It can even escalate the call to a live agent when necessary.
The company is also deploying biometrics to reduce call wait times. This technology enables Allstate to authenticate customers with the minimum amount of effort, so it can quickly move on to their real reason for calling. This enables the company to provide a personalized and efficient customer service experience.
Allstate has a wide variety of insurance products and features to choose from, so it’s important to compare prices and coverage before making a purchase. Whether you’re looking for car, home, or life insurance, the company has a product to meet your needs. You can even use their online quote tool to compare multiple types of coverage and find the right policy for you. allstate customer service