Allstate Insurance Company plans to redesign its national automotive claim direct repair program (DRP). The new program is designed to enhance customer service, improve the quality of repairs for Allstate customers and claimants, and further strengthen Allstate's relationships with its direct repair program facilities. The new program was scheduled to take effect October 4, 2004. 

Under Allstate's new DRP, participating collision repair facilities will be ranked by their performance in customer service, repair quality, repair cycle time, and estimate accuracy. When the customer or claimant has not already selected a shop, Allstate will reward high performance repair shops by prioritizing recommendations to shops that demonstrate the highest levels of customer service, quality, and cost management. As always, Allstate will continue to honor the choice of repair facility for customers and claimants.

"Allstate values its relationships with DRP shops, and we're looking for ways to strengthen our relationships with high performing shops while encouraging all facilities to strive for the highest levels of customer service and quality," said John Edelen, Allstate Insurance Company assistant vice-president of Property Casualty Claims Service.

New DRP complements existing features

Allstate's redesigned direct repair program complements existing claims customer service features including on-line, 24-hour claim service, guarantees on the workmanship of repairs performed by shops Allstate recommends, and a commitment to ensuring the customer knows exactly where and how their vehicle is being repaired.

Over the past year, redesign tests were conducted in a number of repair markets around the country that explored possible features and concepts intended to help Allstate and collision repair facilities build stronger relationships that, together, improved the overall customer experience and repair quality. This new plan is a result of those tests. Edelen says during testing customer feedback was extremely positive, specifically regarding the need to validate vehicle repair quality.

Under the renewed program, in addition to standard vehicle re-inspections, Allstate Damage Evaluators will also complete "Fit and Finish Quality Reviews" on all DRP shops. The primary focus of the review is to help ensure that vehicles have been repaired in a manner which is consistent with the final estimate and that the overall quality of repair meets or exceeds industry standards.

"This is part of Allstate's commitment to the customer," Edelen said. "Thirty years ago, Allstate revolutionized the automotive insurance and collision repair industries by introducing the direct repair program concept. In 2004, the renewed DRP program will make Allstate and our collision repair partners stronger by maximizing the effectiveness and efficiency of the DRP."

Collision repair facilities currently participating in Allstate's direct repair program currently are being notified of Allstate's program redesign. Each DRP facility that elects to participate in the new program will be asked to sign a repair facility services agreement. This agreement will increase the structure around Allstate's relationships with DRP shops, to help ensure appropriate levels of performance and customer service.