When your car is involved in a crash, you expect industry-leading experts inspecting the damage and estimating the repair costs so that it gets fixed right. Allstate is taking an extraordinary step to ensure that the expertise of its auto adjusters who write and re-inspect estimates continue to be the best in the business with a new required training program that gives them enhanced technical knowledge of evolving repair technologies and processes. *
“We’re requiring our employees who write auto estimates and re-inspect auto losses to have the I-CAR Platinum designation,” said Bill Cox, Allstate strategy director for claims. Allstate is the first major insurer to require this designation, which it hopes will help drive strong relationships with customers and help ensure their satisfaction with the company.
Allstate reviewed its previous training regimen and concluded it was on par with competitors. However, through research and tests, Allstate recognized that a requirement of this type helps our adjusters better serve customers via a faster, more efficient and hassle-free claim process. “Allstate really cares about people,” said Cox. “Our customers need to receive safe, high-quality repairs, and I-CAR Platinum training will help ensure that they do.”
“In addition,” says Pat McCarthy, Allstate training director for claims, “auto manufacturers continue making quantum leaps in technologies, material applications and engineering concepts. I-CAR Platinum training helps ensure that Allstate employees are fluent in and knowledgeable about these rapid changes as they work with the collision repairers.”
The I-CAR Platinum designation requires employees complete a rigorous curriculum that focuses on current and changing repair technologies and processes, enhancing the accuracy of repair estimates for damaged vehicles and helping ensure the greatest possible estimate accuracy.
“We’re always seeking improvements that make us smarter and more efficient about doing business,” said McCarthy, “because that makes Allstate easier to do business with – not only for customers, but all parties involved in a claim.”
During testing, from March through May 2005, Allstate employees completed 350 I-CAR programs and achieved a 99.4 percent average pass rate – approximately 15 percent higher than the industry’s average pass rate. The company’s goal is to have all if its 2,500 auto adjusters who regularly write auto estimates and re-inspect auto losses to complete the I-CAR Platinum designation curriculum within the next 24 to 36 months. Twenty-five percent of Allstate’s adjusters currently hold the designation. All new auto adjusters will be required to attain the I-CAR Platinum designation within 24 months of hire.
