Thread regarding Allstate Corp. layoffs

It is a proven and statistical fact that new business bound through corporate sales and service stay on the books longer, have less DOI complaints and concerns, and less claims issues and disputes than agency bound business. Agents and agencies have outgrown and outlived their usefulness and worth and that will be shown in the next few years as Allstate transforms to entirely direct aside from the small remaining independent agent footprint.

Former 25+ year former employee here, again. It's terrible to watch what folks in all departments are going through. But it's clear a new business model is on the horizon. The pandemic has merely accelerated changes that would have occurred anyway, albeit at a much slower pace.

Using technology in lieu of personal contact, reduced headcount and less hand holding is the new tomorrow. The days of providing entitled agents with an expensive and bloated back office are gone. Agencies have always had access to the resources needed to answer customer questions, but it was easier to call the CSC, ASIC or the RMBC. Like it or not, insurance has now been fully commoditized and the prevailing market advantages have been reduced to cost and convenience. Go to Mc Donalds, your local grocer or most other businesses and you will see the same trends; self service, high-tech low personal touch and potentially less expensive. I don't remember the last time I set foot in Chase Bank, including refinancing a mortgage.

As a former employee, I wish this transition were handled with more grace and compassion. I am no fan of the current ruling clique, they are more outdated than Allstate's technology. However, as a former businessman, officer and leader in this company; I fully appreciate the need for change. The choices are clear: lead, follow or get out of the way. But be careful, although the grass may look greener in other pastures, the trends you are seeing currently at Allstate are pervasive and not only in the insurance industry. Sometimes the " devil you know is better than the one you don't."

It blows my mind how incompetent some agents are. I actually understand why the position is being eliminated in the next few years because lots of agents don't understand the products their selling and when you explain it to them they act entitled, lazy, and don't listen. I feel bad for customers. I'd say probably like 20% of agents are good agents and understand what their selling

As a claims employee with more than 2 brain cells as most of my coworkers, you have no idea how claims works. Is our process good-no. Do we have the support we need-no. Do we have agents telling insureds they will get there deductible back in 30 days-yes. Agents that have no idea how claims works and how our processes are not to mention laws and dealing with other companies set up expectations that will never happen. Everyday more claims job are going to India. Allstate doesn't care that they don't do the job correctly or follow the same process. As long as they get 50% right that is good enough although we have to get 100% correct. If you had any experience in claims and the amount of work each of us have you wouldn't be so quick to judge. We are all in the same sinking ship.

You’ve got agency support, field staff, underwriting, an adjuster and underwriting all weighing in and advising that you take the plank from your own eye first. You are an uninvolved owner with an unknowledgeable staff. YOU are a big part of the problem.

Your staff is not well trained and highly capable if they are relying on support options to do their job.

Are you kidding me?? You couldn’t last one week in an adjuster role. You know how many agents have called me to ask why the customer isn’t in a rental?? Because you didn’t sell them rental mo–n. The customer is hurt, why is Bodily Injury not open?? Because that’s not how BI coverage works. You call and ask if it’s ok to remove a vehicle from a policy. Every f—ing time you call me and I have to verify you, it makes me wanna fall on a sharp object

Racist, clueless and lazy boomer.

As an underwriter, I would suggest you have one person on your team even that can dedicate learning the product and training the rest of the team on it. I understand ‘not having the time’ to sit and wait on chat, but it’d truthfully be much faster for you to get more familiar with the rmp’s and guidelines prior to waiting possibly a very long time for an answer that is just in the rmp, etc.

We even still get agents asking for exceptions when they took away our ability to make new business exceptions about 2 years ago now.
It just truly shows how out of the loop some agents are.

It is a sh– show. You are right it is bad and buddie it is only getting worse. Buckle up! Transformative growth = "reducing head count" otherwise known as massive lay offs, limited access to help, sending work out of the country, over working already stressed out staff. Its all about the bottom line and their obsession with beating Progressive! Which is so laughable! Progressive's technology was years ahead of Allstate 11 years ago. We are just a number proven by the recent All Hands meeting when Glen said "reducing head count"! Go be an independent Agent you'll be better off for it! Good luck sir. Its just not a good time for any of us associated with Allstate.

OK, boomer.

Let's be honest. Agents do nothing but collect money they haven't earned. They're in this to get rich quick. Then a claim is made and the insured gets p-ss-d off because you didn't tell them they had a high deductible. You told them they had full coverage.....but didn't explain that doesn't include rental coverage. Who has to hear the sh– storm from the insured? Claims....that's right. Then you play good guy versus bad guy and blame the claims office. You're useless. You can b—s— your customers but don't try that here.

Haven’t you heard? We’re in transformative growth ! Yes sir. As the company forces all these unrealistic measures and processes on the agent and the employees, the employees plan on walking off the job for 5 hours on Monday in protest. They are about 2 steps away from getting fired is what will happen. Others are working on getting a Union going to keep jobs onshore and fight for equality and better working conditions. Agents are on their own. No support for you they are done with that.

I have been waiting months for a post from an agency owner. As a former Sr. Sales leader whose job was eliminated, meaning for all the claims and call center folks on this forum, I didn’t even get an opportunity to keep my job by taking the Tetris test, so all of you that are left stop your whining about how terrible your lot in life is, you do have a choice but I digress. I sat on the MOC for years so let me tell the original poster my thoughts..

Based on your comments, It would appear you are an unengaged agency owner until your employees gripes become too much for you to deal with and you have to step in. Your sudden realization of chat, and lack of someone to call pretty much prove out the unengaged agency owner. That has been going on for more than a year now. You are an independent contractor that has not fulfilled the quid pro quo of the company providing support at a cost for, not meeting minimum requirements, not educating your staff and helping them adapt to the changes of the 21st century but actually growing your book.

A bit more than half of all agency owners earn the agency bonus. But based on goals most of those have been shrinking. Don’t come at me about competitiveness because the top tier work their rear end off and grow year after after and k–l it but that is the top 5%. Another 15% are at least making headway. Those are the true entrepreneurs. The rest of you are entrepreneurs in sheep’s clothing.

I’m actually kind of glad it has worked out this way. Agency owners had their chance but most have been so self absorbed they haven’t even paid attention. You have made decisions on cash flow vs long term when you have no control of long term, and then blame the company for their own decisions. IS, ABO should have been your first hint. Terrance threw the gauntlet out last year, if you grow we will support you. I believe that. What most missed was unsaid, if you don’t it’s going to be rough. History says Allstate takes care of its own, but that is history, they will take care of those that perform under current measures. While agents kicked and screamed about the LaNeve-Lacher days, Matt Winter backed off. That isn’t going to happen again.

All the kicking and screaming now will fall on deaf ears. There is no going back for the agents or employees. The company is doing the right thing for what they are accountable for....the company. Each person needs to do what is right for their own situation and family, change is necessary to thrive in this environment, no matter how painful that may be for each individual. Otherwise accept it is time for you to move on..

Allstate is working very hard to be a direct sales / self service insurer. The target market of 25-45 year olds, want to do everything on line. That’s what Allstate is banking on. Sell your book if you can. The old days and ways are no more. In 5 years it will all be serviced and sold online and overseas.

Wish I could up vote tkp+19109z9r a thousand times. I knew the agents were F'ed in the A when they fired all the Agent Advocates.

Tommy, Glen, and the Boys have a plan for you agents. And it's not for you to rake in money on your book. That's buggy whip thinking.

Welcome to Transformative Growth. Ain't it grand?

I'd sell while you can. 😀👍

Seriously? As a decades long agent you’ve just recently stepped back into the servicing mode! What have you been doing to earn your commission? Paying your staff? You had no clue what they deal with on a daily basis? Shame on you!
As a 30+ year claim employee and former agent advocate I can tell you there’s good and bad on both sides. Just like any other company. I’ve fielded calls from agents asking what was covered under specific coverages. You’ve sold this coverage, correct? Yet you ask us to explain to you what you’ve sold. I’ve also had the pleasure of speaking with amazing agents who care about their customers and advocate for them. Those are the agents who understand we are in this together. As a united front we can help our insureds. Not surprisingly, the insureds with agents that work with claims, are the most satisfied.
Before you start pointing fingers maybe you should look inward and stop being so ignorant.

The amount of incompetence at the agency level is mind blowing. That is the opinion of someone who has worked in an Allstate agency, in the field, and in agency support over the course of many years.

You are being directed to resources because it is your job to know the products and systems to be able to sell and service your customers, and all of the information is at your fingertips. You shouldn’t need to call another department to tell you what buttons to click to generate an accurate quote or tell you what a specific coverage means.

You say you need to spend all of your time selling in order to keep up with goals, so do it. Stop wasting your time on hold or on chat just so someone else can give you an answer that you can find yourself with little to no effort and in half the time.

Tommy and the boys want you agents GONE, they want to be like Geico and Progressive, your days are numbered, they are actively trying to get rid of you, you’re useless anyway in this day and age and usually create more problems with your complete lack of knowledge on the products you are selling. Best dump that book of business quick! Why do you think they got rid of almost all agency support!! Dey comin for YOU!!!

Before you categorize all claims employees the same way, saying we only have 2 brain cells, maybe you should take a look at agencies.

The general consensus about agents is that they are useless in this time, and only helpful for the older generation who are not great with technology. Maybe if agents actually knew about the products they were selling, the employees in claims would be able to provide better customer service to your customers. Instead, though, we get multiple calls from agents a day trying to act like they are helping by asking the simplest of questions, which they should know if they are selling the product.

Now, I’m sure you are a competent agent and don’t fit in this category, just like I am a competent claims employees and don’t fit in the category you described. Just like every department, in every company, there will be both good and bad employees. Get off your high horse.

One of the big positives of remote work is that it's easy to tell who's doing a lot of work and who's just taking credit. There are a lot of people who were just seat warmers.

Isn't that the truth. If one of my fellow claims employees were having a spelling contest with a goat I'd put money on the goat no questions.

And you will be out of a job just like all of us with two brain cells. Blows to be you, High and Mighty Agent. S— it up, son.

I work in claims and have to agree with the agent. We have a lot of truly stupid people in claims. I mean a lot....

I have more than 2 brain cells, not very nice :(

Hello and thank you for your response. First I am sorry about the layoffs that you and your peers had to go through. From those I have talked to it was truly a disastrous mess and so poorly handled. I agree that your area is a product of the ignorant layoff decisions at the top. They really have no clue what they are doing up there in Chicago aside from getting richer I suppose. However all that being said it does not take away from the positions the agents are now in in terms if poor service and a degraded effectiveness. I know you personally are doing what you can but the ideology behind your position and department is lost. However your personal efforts are still appreciated. I know it is out of your control.

However I cannot say the same for claims. That area has been a completely abhorrent abomination for several years now long before the most recent layoffs. They have been sc-aping the bottom of the porta potty in that area for some time now for talent and processes to the point that they are useless. Again no offense to any of the claims folks personally but as a collective.

We will be looking at our options if what to do with our book of business. Thank you again for your input.

I was a regional field agency lead before being lifted and forced into a depressing strategic role for one of the zones. I can tell you in full confidence and with myself as your source that the exclusive Allstate agency model will not exist all as we all know it 3 years from now. Independent agencies under zone operations will be the agent model as part of Transformative Growth. Agents pose to lose a lot on their books of business once the process unfolds.

I work in agency support. "The Derek's and Stephanie's" are real U.S. employees. It's just worse service because we had a lot of layoffs so Allstate can save money. We have to take 3 chats at a time so when you chat in your not the only chat. Most days there are 200 or 300 chats holding at a time. Sometimes, even 700 or 800. The issue is corporate upper management for increasing everyone's workload. I know claims had lots of layoffs as well and are severely understaffed so before you criticize departments that try to help you it would be smart to understand what's really going on