kathy mahne final ace presentation

Navigating the Claims Landscape: A Strategic Vision for Claims ManagementKathy Mahne, Senior Vice President, ClaimsJune 19, 2013

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Allstate at a Glance• Founded in 1931 and became a publicly traded company in 1993

• Today, largest publicly held personal lines insurer, serving approximately 16 million households

• 70,000 professionals (employees and agencies) serving consumers every day

• Customer centric, agency anchored business model

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Contemporary Claims PlatformNext Gen:• Set the path for new

technology• Increased efficiency and

effectiveness• Flexibility for Change• An Improved Agent,

Customer and Employee Experience

• Leverage data

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Technology Enabling Agents to Grow and Better Serve Customers• Next Gen Self-Service• Agents can schedule vehicle inspections• Upload documents and photos• Two way messaging between Agent and Claim

Rep.

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Enabling Customers to Interact With Us More Directly

• EFT• E-signature• MyClaim• Two way messaging between customer and

Claim rep.• Text messaging• Click to chat• Event driven emails

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Enabling Employees to Better Serve Agents and Customers

• Segmentation and employee specialization allows the task to be completed more efficiently Some claims settled on initial call Employee sees same screen as agent

• Increased collaboration IM for employees

• Better distribution of workload – directs heavy traffic to offices with excess capacity Reducing employee workload has improved morale

and CE• Gold Mine & The Wire

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Online Filing and Claim Status VisitsMyClaim FNOL Claim Volume• 10-12% of all claims are

filed online

2012 Visits to Claim Status• Claim Status has received

over 1.7M visits YTD

• A 42% increase in Claim Status visits over prior year

• A visit is measured by tracking consecutive multiple page views without a 30-minute interruption

742,763

1,213,240

1,723,471

2,038,788

600,000

1,000,000

1,400,000

1,800,000

2,200,000

2010 2011 2012 2,013V

isits

Year

Claim Status Visits

Claim Status

YTD 706,580

2013

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Leveraging Data to Protect Customers and Drive Business Results

• Drivewise• Customer Satisfaction Guarantee• Analytics

• Fraud• Segmentation• File handling• Subrogation• Re-inspections

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Ongoing Innovation• How are we innovating to continuously provide

agents and customers with new products/services? Settlement by images Digital locker Voice of the Field Smartphone application Agency management system Social media engagement

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Good Hands Connections“Hurricane Sandy Proved A Perfect Storm To Test Insurers' Mobile Capabilities” - Insurance & Technology, February 2013

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We Continue to See Improvement in the Customer Experience

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Getting to the Next Level

World-class organizations focus on performance and health to sustain their competitive edge

When an enterprise delivers to stakeholders

in financial and operational terms

The ability of an organization to align,

execute and renew itself to sustain exceptional

performance over time

Health

Performance

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Our Cultural Focus

People First Customer Centricity

Collaboration & Innovation

Foundational cultural focus areas include: Relationship Building, External Focus, Teamwork, Accountability, and Commitment to Values

Foundational cultural focus areas include: Relationship Building, External Focus, Teamwork, Accountability, and Commitment to Values

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Strategy

Culture(Values/Beliefs)

People Capabilities (Skills & Mindsets)

Rewards & Measures

Structures

Processes

The STAR model guides the assessment, planning and implementation of a new strategy or organizational change to support the achievement of a desired future state. 

When all points are in alignment, the organization is at its most effective.

*Adapted from the work of Jay Galbraith

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THANK YOU