This will be based on the Field Auto Representative position, with a working knowledge/experience of how liability/injury claims are handled as well.... Working for a very large corporation like Allstate means a lot of nickel & diming of processes when it comes to doing your job. Not a lot of micro-management necessarily, but extremely detailed tracking of everything, maximization of every minute of the day, and sometimes the overall lack of vision from upper management (the guys in ties that wouldn't know a headlamp from a lower control arm, but can regurgitate any accounting/statistical theory ever created) when it comes to true customer service or what I'd call "doing the right thing", because so much reliance is placed on statistical tracking of just about anything you can imagine (as well as many things you never thought was even possible to track). Allstate is so busy trying their best to pay exactly what they owe that they don't realize it actually hurts in the long run. Example: You have a guy that gets rear-ended by an allstate insured. His car is damaged pretty bad and he had to go to his family doctor to get checked out for some general neck and back pain. As a field rep writing that estimate, one that you know will be scrutinized by a field reinspector within 3 days as well as your manager too most likely at some point, you're expected to find and utilize less expensive parts (used/aftermarket) and be prepared to argue with the shop to save that hour of labor on the 6-hour quarter panel repair. The nifty parts usage report each month will show you how "good" or "bad" you are at this, keep in mind.... In the meantime, the customer is aggravated that they're even having to think about the potential for a less-than-perfect repair (because even though you've explained the estimate really well and they seem to understand, once the shop gets in their ear it'll all be for nothing). Mind you, it doesn't mean the repair is subpar in any way, but the insurance company trying to trim some fat off the estimate is giving that very strong impression to the vehicle owner, the guy that's injured. In the meantime, the BI rep is desperately trying to settle a relatively minor injury claim, something that under other circumstances should be paid and closed for no more than a grand, maybe a tick more, who knows. BUT, in the process of saving $235 on the estimate by using that aftermarket tail lamp and bumper cover, in the process maybe upsetting the claimant and at the very least making him unsure of Allstate's intention to fairly settle his claim (and definitely getting told that by the body shop that feels they just got low-balled), that injured person has decided they are going to hire an attorney for their injury. That eventual $1000 settlement has now ballooned to a minimum of $3-4k. You saved $200 on paper by following the estimating process, but what they can't possibly see in their performance spreadsheets is that they burned $2000 by not getting a quick BI settlement.
Now, I understand MOST insurance companies follow similar protocols. I get it. It's not just Allstate But, there are a few out there that actually can see the big picture and sacrifice the pennies to save the big bucks.
Allstate also skews customer survey result accuracy by not only requiring field reps to mention the survey and in a roundabout way to ask for high scores (10s), but they hold employees accountable for the scores (as if they are capable of selecting 9s & 10s on behalf of their customers), and is part of performance evaluations. Scaring employees to get 9.7s out of 10s on surveys is NOT a good gauge of customer service; it is, however, very effective in stressing out employees.
Just be sure you are ready to have to jump through hoop after hoop after hoop, every day, all day, if you want to work for Allstate. Like I said before, if you can go with their flow, and it you like staying crazy-busy all day long, you'll love your job and will never want to leave.
