to Track "Key Performance Indicators" for Shops and Will
Group Providers, According to Announcement
October 19, 2009
Allstate Insurance announced last week that it will begin recording
and tracking a set of "Key Performance Indicators" for
auto glass shops on its Glass Claims Express (GCE) network, effective
November 1. The indicators will include items such as competitiveness
on pricing, a customer satisfaction index and warranty frequency/performance
and will be used to "determine which providers will participate
in Allstate's Distinguished Performer" program.
Those who are selected for the Distinguished Performer program
and are also GLAXIS e-scheduling enabled also will be featured on
the company's new web application, which will allow consumers to
make glass claims, confirm coverage and deductibles and schedule
work via the company's website, according to the announcement.
Though the company says consumer choice will remain top priority,
for those customers who do not have a preference of glass shop,
Allstate will "provide the customer with the name(s) of GCE
participating glass service providers who, according to their track
record, are known to consistently deliver quality service to our
"Allstate will continue to honor the choices of our policyholders
and claimants may have a glass service provider of their choosing,
but with this new model, a model designed for increased customer
satisfaction, Allstate will feature Distinguished Performers when
asked for assistance by our policyholders," writes the company.
GCE participants will be able to view their Key Performance Indicator
results on the METRYX site, which also will note areas that require
Allstate requires those eligible to be placed on the Distinguished
Performer program to:
- have been in the program for no less than 180 days;
- demonstrate a customer satisfaction index that "meets or
exceeds the established [Key Performance Indicator] level;"
- have performed not fewer than 60 replacement jobs for GCE (or
repairs for repair-only businesses]; and
- demonstrate warranty performance "as measured by Allstate
at a level that meets the [Key Performance Indicator] level."
The announcement also notes that auto glass providers must utilize
NAGS parts "as a percent of total replacement parts utilized
will be measured by Allstate to determine 'Best in Class' performance
that considers local market conditions/differences."
For those providers "that do not perform consistently within
industry-leading parameters," they will be allowed to remain
on the network, but with "Industry Participant" status,
according to Allstate officials. However, they'll still be eligible
to later move to the Distinguished Performer designation.
Along with these changes, Allstate also will begin requiring GCE
participants to submit a bill of sale for each piece of "dealer
glass or other authorized non-NAGS glass part as may be required
by Allstate" in order to be reimbursed for the parts.
Allstate is dubbing the changes "the Next Generation of Glass
When asked what brought about the changes, Allstate spokesperson
Mike Siemienas advises that they are a part of the company's efforts
to provide optimal customer service.
"This is just to make sure that our customers get the possible
service," he said.
He noted that for consumers with a shop choice, it will be business
"Customers may choose the auto glass provider who will work
on their vehicle," Siemienas says. "However, in most cases
when the customer does not have a preference, Allstate will offer
those recognized in the Distinguished Performer program."
HERE for full text of announcement.
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