Allstate launches Claim Satisfaction Guarantee

Jan. 2, 2012

Jan. 2, 2012—Allstate Corp. on Monday launched its new Claim Satisfaction Guarantee, which allows policyholders to receive a credit to their auto policy if they are unsatisfied with their auto claim service.

Under the Claim Satisfaction Guarantee, customers who are not happy with the service they receive on a paid auto claim will receive a credit to their auto policy premium from Allstate. Customers must express their dissatisfaction in writing within 180 days of the incident that triggered the claim in order to receive the credit, according to Allstate.

Allstate said the Claim Satisfaction Guarantee was tested in 2011 in Indiana, Ohio, Michigan and Georgia, where the guarantee was made standard in customer auto policies at no additional cost. The Claim Satisfaction Guarantee is now available in 31 U.S. states, and will launch in addition states throughout 2012.

The Claim Satisfaction Guarantee, Allstate said, reflects its ongoing commitment to customers, and the company’s trust in its people and claims operations.

"The Claim Satisfaction Guarantee is more than a new feature for eligible standard auto customers," said Mark LaNeve, senior executive vice president of agency operations and chief marketing officer for Allstate. "It's also an assertion by this organization that we have complete confidence in our claims people, our agency owners and our processes. We are certain that the Allstate team will exceed customer expectations."

"If the customer isn't happy, then we haven't done our job," LaNeve said. "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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