Auto insurance companies working on their customer service experiences

Unfast Cars Moving Fastly, Subaru On SpeedAutomobile insurance companies are going all out to please their customers. Once upon a time we just called the insurance agent our parents dealt with for twenty years and gave them the information about our car and the amount of liability, collision and uninsured motorist protection we needed and sent in the premium. We didn’t shop around, and who would have thought that an automobile insurance company would actually cater to a customer?

Now less than ten years later all of this has changed. Insurance companies flood television commercials with proposals for the best services one can imagine. Amid the promises of the lowest cost policies, companies now have new ways to win you over. Progressive Insurance Companies promise you customized quotes and immediate personal service. Who doesn’t identify with Flo, the loveable and helpful cashier with the tricked-out name tag? Who doesn’t recognize the reptilian mascot with the Cockney accent for GEICO?

Still when it comes to customer service and brand recognition, Allstate might be onto a better way. No fancy gimmicks in their advertisements, but instead the company has been swaying customers with such programs as accident forgiveness, reward programs, and safe driving bonuses. Last week Allstate announced their new Claim Satisfaction Guarantee which promises its customers to be satisfied with their auto claim service or they will get a credit to their auto policy. This new feature which makes eligible customers who are not happy for any reason with the service they receive a finite opportunity to receive an actual credit on their auto policy.

Allstate’s new program actually lays a pretty big responsibility on the company because the satisfaction promises stretch from the agent, to the adjusters, to the claims representatives and to the very people who are entrusted to repair a client’s car Allstate, however states the repairs must be done through an Allstate Good Hands Repair Network or Sterling Auto Body Center. Still the network shows the company’s trust in the people they deal with thus helping to build trust with their customers.

And when once upon a time we could only call our insurance agent during business hours, Allstate as well as other insurance companies now have 24/7 service in case of a problem. Ten years ago, clients had to wait until Monday morning to report a collision that happened on Friday night – now there’s immediate help and advice.

Allstate tested their new program last year in Indiana, Ohio, Michigan, and Georgia and hopes to extend opportunities to even more areas in the near future.

photo credit: David E. Starr

6 Responses to “Auto insurance companies working on their customer service experiences”

  1. Eptica Blog said:

    Jan 13, 12 at 10:07 am

    The increased focus on customer service by US auto insurers is being replicated in the UK. An award winning example is Ageas Insurance Services (AIS) that has integrated multiple contact channels into a single system to transform customer service. This has driven an improved First Contact Resolution rate of 95.8%, a 50% reduction in customer handling time and a 23% reduction in inbound calls – more in the Eptica blog at http://eptica.wordpress.com/2011/11/29/ageas-insurance-services-shows-how-to-transform-customer-service/

  2. Fonda Felonia said:

    Jul 31, 12 at 3:30 am

    We always need auto insurance because you will never know when you are going to get some car accident. ,”;’`

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  3. Tim Heaslip said:

    Nov 28, 12 at 11:20 pm

    Auto insurance should be always a part of your car package because it is very important. ”

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  4. gregadmas said:

    Jan 23, 13 at 5:50 am

    Automobile insurance is really helpful in accidental cases or theft cases. Arizona Auto Insurance protect your vehicle from unexpected risks.

  5. auto insurance said:

    Mar 16, 13 at 2:24 am

    I do consider all the ideas you’ve presented to your post. They are really convincing and can definitely work. Nonetheless, the posts are too quick for newbies. May you please lengthen them a bit from subsequent time? Thank you for the post.

  6. Cheryl said:

    Mar 16, 13 at 10:29 pm

    Thank you for reading, however I’m not sure what you mean about longer posts.


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