Allstate Expands Auto Insurance Claims Satisfaction Guarantee

Allstate Insurance appears to be walking the walk when it comes to settling policyholder claims.

Sign in front of Allstate corporate headquartersThe coverage provider is offering a new guarantee to customers that they will be satisfied with the company’s handling of their claims and is backing the offer up with a promise to reimburse any unhappy claimants by crediting their accounts.

An Allstate spokesman said in an email Wednesday that credits issued to those policyholders who report their grievances in writing will be “equal to one premium payment” for the vehicle involved in the claim.

Company officials say the guarantee applies to customers who are unsatisfied for any reason with a claim that has been paid by the company.

The offer is “more than a new feature for eligible standard auto customers,” Allstate Senior Executive Vice President for Agency Operations Mark LaNeve said in a news release. “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.”

Allstate road-tested the claims guarantee last year in Indiana, Ohio, Michigan and Georgia. The insurer is now expanding the program—which adds no additional charge to the policies of customers who purchase cheap car insurance or more extensive types of coverage from the company—to a total of 31 states, with further expansion planned for this year.

According to company officials, the program allows policyholders to receive a credit if they submit a written complaint within 180 days of the incident that sparked the insurance claim.

Other eligibility requirements include the following:

  • The Claims Satisfaction Guarantee must have been in force at the time of the accident.
  • Allstate must have compensated the policyholder for the loss.
  • Policyholders cannot receive more than one credit through the program for each insured vehicle.

“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.”

In J.D. Power and Associates’ 2011 car insurer survey, Allstate came in 13th place out of 33 insurers for overall customer satisfaction.


To read the experiences of current and former Allstate policyholders, readers can find user-submitted Allstate auto insurance reviews online. Readers can find various tools and resources as well as information regarding Allstate’s offerings, including discounts at http://www.allstate.com/.

About Matthew Morisset
Matthew Morisset is a proud alumnus of the University of Redlands, where he obtained a degree in English Literature. Utilizing his passion for analysis and writing, Matthew looks for important trends in the auto insurance industry and their implications for consumers and the market as a whole.

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