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Kathy mahne final ace presentation Kathy mahne final ace presentation Presentation Transcript

  • Navigating the Claims Landscape:A Strategic Vision for ClaimsManagementKathy Mahne, Senior Vice President, ClaimsJune 19, 2013
  • 2 Proprietary and Confidential
  • 3 Proprietary and ConfidentialAllstate at a Glance• Founded in 1931 and became a publicly traded company in 1993• Today, largest publicly held personal lines insurer, servingapproximately 16 million households• 70,000 professionals (employees and agencies) serving consumersevery day• Customer centric, agency anchored business model
  • 4 Proprietary and ConfidentialContemporary Claims PlatformNext Gen:• Set the path for newtechnology• Increased efficiency andeffectiveness• Flexibility for Change• An Improved Agent,Customer and EmployeeExperience• Leverage data
  • 5 Proprietary and ConfidentialTechnology Enabling Agents toGrow and Better Serve Customers• Next Gen Self-Service• Agents can schedule vehicle inspections• Upload documents and photos• Two way messaging between Agent and ClaimRep.
  • 6 Proprietary and ConfidentialEnabling Customers to InteractWith Us More Directly• EFT• E-signature• MyClaim• Two way messaging between customer andClaim rep.• Text messaging• Click to chat• Event driven emails
  • 7 Proprietary and ConfidentialEnabling Employees to BetterServe Agents and Customers• Segmentation and employee specializationallows 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 heavytraffic to offices with excess capacity Reducing employee workload has improved moraleand CE• Gold Mine & The Wire
  • 8 Proprietary and ConfidentialOnline Filing and Claim StatusVisitsMyClaim FNOL ClaimVolume• 10-12% of all claims arefiled online2012 Visits to ClaimStatus• Claim Status has receivedover 1.7M visits YTD• A 42% increase in ClaimStatus visits over prior year• A visit is measured bytracking consecutivemultiple page views withouta 30-minute interruption742,7631,213,2401,723,4712,038,788600,0001,000,0001,400,0001,800,0002,200,0002010 2011 2012 2,013VisitsYearClaim Status VisitsClaim StatusYTD 706,5802013
  • 9 Proprietary and ConfidentialLeveraging Data to Protect Customersand Drive Business Results• Drivewise• Customer Satisfaction Guarantee• Analytics• Fraud• Segmentation• File handling• Subrogation• Re-inspections
  • 10 Proprietary and ConfidentialOngoing Innovation• How are we innovating to continuously provideagents and customers with newproducts/services? Settlement by images Digital locker Voice of the Field Smartphone application Agency management system Social media engagement
  • 11 Proprietary and ConfidentialGood Hands Connections“Hurricane Sandy Proved A Perfect Storm ToTest Insurers Mobile Capabilities” - Insurance &Technology, February 2013
  • 12 Proprietary and ConfidentialWe Continue to See Improvementin the Customer Experience
  • 13 Proprietary and ConfidentialGetting to the Next LevelWorld-class organizations focus on performance and health to sustaintheir competitive edgeWhen an enterprisedelivers to stakeholdersin financial andoperational termsThe ability of anorganization to align,execute and renew itself tosustain exceptionalperformance over timeHealthPerformance
  • 14 Proprietary and ConfidentialOur Cultural FocusPeople FirstCustomerCentricityCollaboration &InnovationFoundational cultural focus areas include: Relationship Building,External Focus, Teamwork, Accountability, and Commitment to ValuesFoundational cultural focus areas include: Relationship Building,External Focus, Teamwork, Accountability, and Commitment to Values
  • 15 Proprietary and ConfidentialStrategyCulture(Values/Beliefs)People Capabilities (Skills & Mindsets)Rewards & MeasuresStructuresProcessesThe 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
  • 16 Proprietary and ConfidentialTHANK YOU