Volume 11, Issue 6 - November/December 2009

Insurance Talk
policy briefs

Allstate Creates Distinguished Performer Program

Allstate Insurance announced in October that it would begin recording and tracking a set of “Key Performance Indicators” for auto glass shops on its Glass Claims Express (GCE) network, effective November 1. The indicators will include items such as competitiveness on pricing, a customer satisfaction index and warranty frequency/performance and will be used to “determine which providers will participate in Allstate’s Distinguished Performer” program.

Those who are selected for the Distinguished Performer program and are also GLAXIS e-scheduling enabled also will be featured on the company’s new web application, which will allow consumers to make glass claims, confirm coverage and deductibles and schedule work via the company’s website, according to the announcement.

Though the company says consumer choice will remain top priority, for those customers who do not have a preference of glass shop, Allstate will “provide the customer with the name(s) of GCE participating glass service providers who, according to their track record, are known to consistently deliver quality service to our customers.”

“Allstate will continue to honor the choices of our policyholders and claimants may have a glass service provider of their choosing, but with this new model, a model designed for increased customer satisfaction, Allstate will feature Distinguished Performers when asked for assistance
by our policyholders,” writes the company.

GCE participants will be able to view their Key Performance Indicator results on the METRYX site, which also will note areas that require improvement.

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