CUSTOMER SERVICE: Allstate hopes to improve cycle time, customer satisfaction

Allstate has notified its direct repair shops in recent weeks that participation in the program now requires three specific mandates designed to improve cycle time and give Allstate customers “priority service.”

“Good Hands” shops now must:

• upload an estimate to Allstate within 24 hours of receipt of the vehicle;

• provide the customer with a guaranteed delivery date and assume all costs after that date if not met; and,

• extend hours of operation to meet customers’ reasonable requests for drop-off or pick-up of vehicles.

“Compliance with these items remains a core requirement for your participation in Allstate’s direct repair program,” Tracy Tramm, Allstate claim service manager, said in a video to Allstate DRP shops.

For more information, please check out this link to the Allstate Video.

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