Channel > Direct

The multi-access approach will be introduced during 2000 in 15 states, covering about 40 percent of the U.S. population. Our goal is to have it available everywhere Allstate does business in the U.S. by the end of 2001. To support this initiative, the company is building state-of-the-art Client Information Centers staffed by up to 5,000 licensed Client Insurance Professionals, who can sell insurance and will assist customers with price quotes, policy changes and other insurance needs. In addition, our allstate.com Internet site is being enhanced to allow visitors to get rate quotes, buy insurance and report claims, as well as review their bills, policies and claim status. With more routine customer questions being handled online or over the phone, agencies will have more time to strengthen their relationships with valuable existing customers and prospect for new business. Altogether, this is one of the most significant business advances in the industry, designed to promote service excellence and profitable sales growth.

Patty Bustamante is associate manager at an Allstate call center in Los Angeles [shown with customer service representative Alyssa Wright, inset]. New Client Information Centers are being built to enable consumers to contact Allstate any hour of the day or night, 365 days a year, to buy or service their insurance coverage. Direct customers will also be able to tap the experience and expertise of local Allstate agents. The speed and convenience of direct sales and service, combined with the presence when needed of a local Allstate agent, will provide unprecedented choice and benefits to consumers.

In 1999 Allstate announced the industry's first integrated approach to accessing insurance products and services. Allstate customers will be able to buy or service their insurance any way they want—in person at an agent's office, by phone, over the Internet, or through the mail. And regardless of how customers contact Allstate, they can always connect with a local Allstate agent. Agents will be updated immediately on any customer activity that takes place online or by phone to a Client Information Center. This unprecedented choice and convenience sets new standards of service in our industry.