Web-savvy policyholders increasingly want options by which to interact with service providers. In response, Allstate Insurance Company has developed Next Gen Self-Service to enable "do-it-yourself" claim-handling. The host of online tools, which is available 24/7 at allstate.com, allows customers and agents to readily gain access to information and perform claim-related tasks at their convenience.

"We are making it easier for customers to do business with Allstate, especially in their time of need," said Mike Roche, senior vice president of claims at Allstate. "When one of our customers suffers a loss and has to submit a claim, we need to be available how, when, and where they want to interact with us."

A rising number of customers are already taking advantage of Allstate’s existing online self-service options. In fact, Allstate reports that the number of customers checking their claim status online grew 72 percent from 2007 to 2008.

Using Next Gen Self-Service, customers input loss information for routine claims as well as submit detailed claim information. Once claim information is entered, a customized e-mail containing the contact information of the person handling the claim is sent to the customer.

According to Roche, the goal of the enhanced functionality is a shortened and simplified claim reporting process, especially for non-complex claims. Additional self-service options include claim payments via direct deposits (in select cases), and automated e-mail reminders about the claim process, including receipt of claim and payment notifications.

Further self-service enhancements will be delivered in phases continuing into 2010. Some of this will include options for smart phones, real-time access to support through the "click-to-talk" or "click-to-chat" functions, and electronic document exchange and signature.