I completely understand why customers are increasingly dissatisfied.
Obviously, those who should be thinking the most about customer satisfaction don't care about it at all?
Instead of them, I am the one feeling ashamed.
7 replies (most recent on top)
Wrong. The policy reads that you cut insured rental off on a total loss. You don’t pay 30 days. The technology was so bad when I was still at that dump that you’d set a field assignment and the system would cancel it and not alert the customer or adjuster leaving the customer waiting!!!
Yes claims have been all smooth sailing but you have to see the big picture. Firstly no insured has ever been denied less than the 30 days of rental reimbursement on a policy. That statement above shows trolling at its worst. What is true is we can’t extend over 30 days due to a real rental car shortage. Claims was at its worst in 2020 and slowing improving. Customers under 30 that can take photos and enter a payment method to get the money aren’t complaining. Yes we lost jobs and yes things are being automated but if u post at least appear that you work here.
Claims is one of the sore areas in this company. The short, rude, disrespectful, entitled, and lack of empathy our claims rejects exhibit day in and day out is completely unacceptable. Claims is an area that will likely benefit in the move to Pune and many of those claim employees are a good riddance and acceptable loss to this company
Not sure why you’re stressing over this. Our claims have been horrible for years now. All of the changes they have made to policy wording- especially homeowners gives them the opportunity to put the screws to people. However, none of this excuses the phone calls that are never returned or how claim reps talk down to people. That goes on entirely too much.
When the directive turned from paying what you owe to “most claims won’t end up litigation so who cares what we offer” I knew things had gone awry.
It got embarrassing doing things like cutting off INSURED’s rental when they paid for 30 days but we were then told to cut off prior to 30 days. Or just making a completely baseless low ball offer to a claimant when you knew you were operating in bad faith due to an overly ambitious and crazy EC. This company has lost any sense of morality. It is so sad to see and experience.
Yes. And your personal brand is being demoralized thanks to Allstate. This place is hard to defend and hold up in honor as a great American insurance company when they have played so ruthlessly in the marketplace. It’s about to get even worse. All part of the transformative plan they have.