Reaching customers through Allstate agencies or other distribution channels is only the beginning. To succeed, we need to nurture customer relationships. Every interaction is an opportunity to serve, satisfy and retain their loyalty. So we need to provide real solutions and support – no matter what, where or when.

Our most important interactions with customers involve claims. So we’re constantly seeking innovative ways to make the claims experience faster, better and more attuned to customer needs.

For example, we expanded our innovative Sterling Autobody Centers, which offer customers the option of having Allstate-owned facilities repair their autos. Compared with traditional alternatives, Sterling Autobody Centers have substantially lower repair times. Plans call for continued expansion in 2003 and beyond.

Beyond claims, customers have more routine interactions such as policy changes or bill payments. And they want to do them on their time, on their terms. We try to make that as easy as possible.

So we’re continually expanding our online presence at allstate.com. Most American customers can choose from a wealth of services and information, including paying a bill, reporting a claim, purchasing a policy, viewing policy information or learning about investment-planning basics.

The response has been positive. Registration for our online Customer Care Center more than doubled during 2002. Nearly nine of 10 visitors were either very or completely satisfied with the overall experience.

Like our Web presence, 1-800-Allstate is available to customers 24 hours a day, seven days a week. For example, our telephone centers answered more than 50,000 calls for agencies that were closed the day after Thanksgiving last year.

Our Customer Information Centers (CIC) offer all the services available on our Web site and more. All told, 1-800-Allstate handled nearly 10 million calls last year from claims reports to agent referrals.

It’s already a powerful partnership. Allstate.com and 1-800-Allstate help handle many routine service tasks, freeing agencies to focus more on building relationships and satisfying customers. They also bring new customers into agencies. Our focus will be to continue to leverage this relationship with Allstate agencies and Exclusive Financial Specialists.

Chairman’s Message
Beginning  1  2  3  4  5  6  7  End