Allstate Car Insurance Review

For Allstate, the J.D. Power study revealed cumulative customer ratings to be:

3 stars out of 5 stars possible, or an average rating, for areas of:

2 stars out of 5 possible, or a below average rating, for areas of:

Satisfaction with the Allstate Claims Process

From automobile insurance specifically, Allstate ranked 11th in the J.D. Power U.S. Auto Claims Satisfaction Study out of the 26 top insurers compared, which included ratings for overall customer satisfaction, first notice of loss (or FNOL, the initial claims reporting process), claim servicing, the estimation process, repair process, rental car experience, and the fairness of claim settlement. Claim processing ratings for Allstate averaged at 864 on a 1,000-point scale, falling within the “average” category in the study.

Satisfaction with the claims experience affects customer retention and referrals, as well, says the study. Delighted claimants (who rated their satisfaction scores at or above900 on a 1,000-point scale or higher) reported they’d definitely be renewing their policies at 84 percent, as well as definitely recommending their insurer at 83 percent. Those who had poor experiences (rating the claims experience at 549 or lower on the scale) comprised only 12 percent who would definitely renew and 7 percent who would recommend.

Claims processing was measured in the study for customer satisfaction filing a claim with their most recent automobile collision. The claim processing procedure with Allstate was rated higher when conducted via human interaction over digital technology. According to J.D. Power, when a claim is filed with a human first, customers rate their claims processing overall satisfaction at 882 on a 1,000-point scale. When filing through the Allstate website, customers rated the claims process at 848. Only 7 percent of overall customers said they preferred web or app methods for claim reporting. According to Mark Garrett, director of insurance industry analytics at J.D. Power, “While technology offers a customer more options, what we find is that even when customers file a digital claim they still want to talk with someone to get an explanation of the process, what to expect along the claims pathway and the timing. Even the younger generations, which are most comfortable using digital channels, still want to talk with someone. We see the biggest gains in satisfaction when technology is used as a complementary channel for receiving status updates.”

Other ratings included overall customer satisfaction at 882 on the 1,000-point scale when customers are able to file their claim with their agent, but only 858 if they are transferred to a call center and 824 if they are instructed to call the call center themselves.

Costs of the claims matter too. 2/3 of customers renewed their auto insurance policy following the filing of a claim, but only 28 percent of those did so after their insurance premiums increased.

Value for Price

Insurers are focusing on factors other than price since average premiums have increased

Since most automobile insurance premiums have risen recently by 2-3 percent annually, insurance companies have come to focus more heavily on factors other than price to create new business. Instead, components such as agent recommendations, brand reputation, product, and service now comprise the core focus. The J.D. Power study found that the most recent key performance factor, or KPI, i.e. the factor having the greatest influence on customer satisfaction, was the insurance company’s ability to ensure their customers thoroughly understand the coverage they’re purchasing. According to Insurance Journal, A.M. Best is is also changing their insurance company credit rating methodology, with Allstate under review with positive implications.

The Allstate Drivewise App helps you save money whether you have policies with Allstate or not

Drivers with Allstate insurance can earn policy credit including a 3 percent discount just for signing up, while all safe drivers can earn reward points toward top brand product purchases. For details, check out their website!