My staff just tried to contact both agency services and RMBC and both are stating that we must use chat interfaces and that there are no more direct calls. We waited over 30 minutes to chat with each and were only given links to resources and given no help at all. Both said they don't escalate anymore and it is what it is. Agency and RMBC service is essentially gone. ASAP will not accept requests from agencies any longer as well. This company is crumbling before our eyes and the agents that have personal time, money, blood, and tears invested contractually with this company are being left high and dry. Between the many layoffs and process changes it is like this company isn't even trying anymore. We the agents need to get out as soon as possible.
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Just be kind to the reps taking the chats. We had no choice in the matter... and agents will need to utilize their resources a little more. When contacting any of these departments.
ASIC, RMBC, and claims are still in the US but they are taking 3-4 chats at one time. ATSC is India. Soon everything will probably be transitioned to India for cost savings.
Just remember to be kind to the representatives that are still there. They are doing their best with unobtainable goals and awful new standard processes. Remember the problem is allstate and not the person you are chatting with.
The RMBC as you know it no longer exists. They laid off about 40-50% of the staff and are "transforming" into this new service model without the normal prep and transition time that one would normally give for this kind of event. December 31 is the final day for underwriting employees who no longer have jobs.
Want to know the full and real plan for exclusive agents? Look no further than the recent implementation of lower premiums and discounts for new business policies bound with corporate than bound with agents. It costs the customers less to get insurance directly from corporate than purchasing from Allstate agents. Couple that with chat only agency service and RMBC service, removal of ASAP and Chairman's team from agencies and you have the obvious and eventual elimination of exclusive agents from Allstate. Independent agents will remain to keep Allstate in the competition side of things. Exclusive agents if Allstate would be best served to transition their investment to the independent side and sell other companies as well now as that will be their only options in a few years outside if shut selling their agency and closing up shop.
That is true. Basically what we were told was Allstate wants to eventually make it mandatory that agencies sign up for the integrated service center and customers call the center directly and get help. The agents role will eventually just be to sell policies and not service them. Covid actually slowed down that plan because it costs a fee for agents to sign up for the integrated service center and with covid it slowed down hiring for that. I think agents have 5-10 years left tops before that transition completely happens. As much as I hate to say it actually makes sense because this new internet age, people can do everything online. It's just the older generation that doesn't use internet that needs a physical agent
They are doing their best to get rid of agents if you haven’t figured that out already. They rather have people sign up for their policy online that way they can make more money and not have to give agents their hard earned commission.
I work in agency services and we have to take 3 chats at the same time and just had massive layoffs. That's why there are long hold times and slow responses. Also like you said ASAP complaints were completely eliminated. We still are there to help but we have a lot more workload because Allstate wants to cut costs so the service won't be as good as before
Welcome to transformative growth, Ill be your guide
Please start writing rental for people too, I’m sick of being b–ched at because “it’s SUPPOSED to be there I have FULL COVERAGE”
Do you feel yourself transforming yet?
"If it’s a simple question why did the agent waste 5 hours trying to get an answer" Probably because she didn't want to get an Errors or Omissions claim for making a decision on her own. Agents have relied for over 30 years on the ability to get timely answers to issues or policy concerns that are not black-and-white by rules or definitions. Waiting 5 hours probably means it was necessary, no?
Chat for RMBC is for now still here in the states. Agency support and RMBC both were hit hard by lay offs. Basically you will need to rely on your resources now and less on the company. I don't see this getting better. Best of luck to you all.
Transformative Growth is only good for the wallets of Tom Wilson, Glenn Shapiro, Eric Brandt, and other obtuse clueless lamebrains at the top. It is also good for fat cat shareholders who have no idea how the company runs. Most importantly "Transformative Growth" will be good for Allstate's competitors when the concept ruins the company.
One thing we all know for sure is "Transformative Growth" is not good for employees, agents, and customers.
Are the people handling chat here or overseas I wonder...
If it’s a simple question why did the agent waste 5 hours trying to get an answer
I heard of an agent that spent five hours on chat yesterday trying to get a simple answer to a simple question. Transformative GROWTH?????? – bah humbug. They haven't got a clue.
But Tom said Transformative Growth would be great for the company. Seems Tommy may have been lying through his teeth.
I knew the agents were screwed when they fired all the Agent Advocates in our MCO. You're on your own!