Allstate offers claim satisfaction guarantee to auto customers

Northbrook-based Allstate announced it will offer a new Claim Satisfaction Guarantee for its auto insurance customers, which promises customers will be satisfied with their auto claim service or get a credit to their policy.

Under the new feature, if an eligible customer is not happy for any reason with the service they receive on a paid auto claim, Allstate will provide a credit to the customer's auto policy. Built in large part by Allstate's agency owners, adjusters and claims representatives, the program separates Allstate from other insurers, the company said in a release.

“The Claim Satisfaction Guarantee is more than a new feature for eligible standard auto customers,” said Mark LaNeve, Allstate senior executive vice president, agency operations, and chief marketing officer.  “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.”

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. The feature will now be available in 31 states, with additional states planned in 2012.  Under the feature, 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 incident that triggered the claim.