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Allstate this week began testing the Allstate Claim Satisfaction Guarantee, a new product feature added to policies in Indiana, Ohio and Michigan that it says guarantees the "entire customer experience" on paid auto claims.
Allstate says its Claim Satisfaction Guarantee works like this: If, for any reason, an eligible customer is not happy with the service they receive on a paid auto claim, Allstate will provide a credit to their policy for the premium amount. The feature has been automatically added, at no additional cost, to standard auto policies in the three test states.
To receive the credit, eligible customers need to express their dissatisfaction in writing within 180 days of the incident that triggered the claim. A policy credit equal to the customer’s car insurance premium for that policy period will be provided.
Allstate says it guarantees repairs made at any Allstate Good Hands Repair Network shop or Sterling Auto Body Center for as long as their customers own their cars, and the Claim Satisfaction Guarantee takes this a step further for standard auto customers in Indiana, Ohio and Michigan by guaranteeing the entire customer experience on a paid auto claim.
According to program terms and conditions, Allstate says that its paying a premium credit doesn’t mean the company agrees with the reason the customer is dissatisfied, and the company does not have to agree with the reason the customer gives for being unhappy with their claim experience.
Read the requirements for Allstate’s Claim Satisfaction Guarantee