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Allstate Claim Practices: Prompt, Fair Settlements, Satisfied Customers, Efficient Organization


Company makes it easy to file claims, stands by customers, fights fraud and gives back to communities

Each year, Allstate settles approximately six million automobile, property and bodily injury claims totaling approximately $15 billion in payments to customers and claimants. Despite these large numbers, each claim is handled individually by a dedicated adjuster, and each claim is evaluated on its merits so that the appropriate amount can be paid in a timely manner.

Customer satisfaction during the claims settlement process is Allstate’s goal. The way to achieve this goal is by making the process easy for customers, keeping them informed throughout the process, and settling their claims fairly and efficiently.

Allstate has settled tens of millions of claims over the past decade. Customers have responded to our hard-earned reputation for settling claims fairly: millions of new customers chose Allstate for their insurance needs and a high percentage of our existing customers renew their policies with us. Despite these facts, there has been much misinformation about Allstate’s claim practices in the media recently. Here is the truth about Allstate’s claim practices:

Doing business with Allstate is easy

Allstate is available to its customers 24 hours a day, seven days a week. When a customer needs to file a claim, several options are available: contacting their Allstate agent, calling 1-800-Allstate or filing the claim online at The claim settlement process begins at the time of that first call with many simple claims often settled at that time through one of our Express Claims Facilities.

For automobile claims, if the vehicle can be driven, Allstate has more than 600 drive-in claims centers where customers’ vehicles are inspected. Customers also have options on where to have their vehicle repaired, including using one of Allstate’s 4,500 direct repair program shops or the repair facility of their choice. For certain covered property claims, customers can either choose the contractor of their choice, or Allstate may be able to refer a vendor to them.

Allstate stands by its customers

Allstate customers can have their vehicle repaired at the shop of their choice. If customers or claimants choose one of the company’s recommended direct repair program facilities, Allstate will guarantee the repair for as long as they own their vehicle. On the property side, if customers have repairs completed through a contractor participating in Allstate’s vendor referral program, the workmanship of the contractor will normally be guaranteed by the vendor for up to three years from the date the repairs are completed.

Allstate settles claims fairly, accurately and in a timely manner

Millions of new customers haven chosen Allstate over the past 15 years thanks in part to the claim service we provide. Allstate’s claim practices facilitate a prompt investigation and fair evaluation on the merits of each claim so that we can pay the appropriate amount in a timely manner. It is not uncommon that additional damage is discovered after a claim is settled. For both auto and property claims, if additional covered damage is discovered during the repair or rebuilding process, a supplemental claim can be filed.

We combat fraud to protect our customers

Insurance industry estimates state that insurance fraud costs the average household about $300 per year in higher premiums. Allstate is aggressive in fighting fraud to protect our customers and control the cost of insurance. The company employs a special investigative unit (SIU) that is specifically charged with identifying and combating fraud and regularly files suits against suspected fraudulent actors ranging from individuals to sophisticated organized crime syndicates. Allstate’s SIU works closely with local, state, and federal authorities by referring suspected cases of fraud for criminal investigation and prosecution.

Allstate gives back to communities

Allstate is an important partner in helping communities recover from disasters. Our company paid billions to our customers affected by Hurricane Katrina and, more recently, hundreds of millions to our customers in Southern California affected by last year’s devastating wildfires. When disaster strikes, Allstate’s adjusters are on the scene within hours helping our customers start the recovery process, in many cases cutting checks from our mobile claims offices in the disaster affected areas.

Allstate is also an active partner in keeping our communities safe and vital. We invest billions in municipal bonds each year - bonds that fund the construction of local parks, schools and other public works. And, through the Allstate Foundation, we give millions of dollars each year to non-profit organizations that strengthen our communities by encouraging disaster preparedness, increasing wildfire safety awareness, protecting teen drivers, and providing children safe places to play, just to name a few of the causes we support.


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