One post here made me think about AI taking over our jobs which we won't even notice to such an extent because everything happens gradually and quietly behind the scenes. In that regard, I wonder how fast do you think automation is happening at Allstate? Any thoughts?
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This is only the beginning of the automation of claims at Allstate. My team was working on writing the business rules for automation of complex coverage decisions when they let me go last year. I was let go for some BS reason that would not have stood up to scrutiny, but I know now that it was really because I was an over 15 year employee, and I regularly disagreed with the direction leadership wanted to go with the product my team was building, albeit for good reasons. I saw this specific product as potentially very useful for automated coverage approvals to make life easier for customers, but leadership really just wanted automated denials, which were not even technically or legally possible without a digital version of policy language to pull from.
Based on what I saw in my role, leadership at Allstate is not interested in doing automation well, only in doing it fast, regardless of what that means for the cleanup our human workers (and customers) will have to do to clean up poor automation on claims after the fact.
In short, the goal is to automate all of it. It will be a few years before they can and India staffing is the stopgap before full automation is complete.
My recommendation to any claims employee reading this is to start exploring your options other places. There are a lot of customers that will still need service with a more human touch when a claim occurs and there are companies out there that will realize that, and value your contributions and knowledge. The customers that need or desire a more personal touch in claims handling will eventually leave Allstate for those other companies once they realize that the (automated) service they are getting at Allstate is not the level of service they thought they were purchasing with their premiums.
iireporter.com/have-we-reached-the-tipping-point-for-claims-automation/
Allstate is currently testing the CCC artificial intelligence auto damage estimating system now. It uses a database of damage pictures and prior estimates to write it’s own. Employees in India are reviewing the estimates for accuracy. If this new AI system is successful, I think it’s going to have a heavy impact on auto estimator jobs.
We are all replaceable. Not sure what Allstate leadership is planning, or thinking with “future office” or all of this transformative growth is BS. Allstate said no layoffs in announcement of April last year after Covid shelter in place and WFH started, but decided to cut folks to report profits at end of year I guess. Allstate does not value its employees. I along with colleagues are expected to work during PTO to carry out extreme workload. They are taking advantage of employees. All I can say is I hope they are monitoring this forum so they are aware of what is going on because the surveys truly feel as though they are falling on deaf ears.
This technology is at turbo speed. Just about everything will be done by the bots except litigation. 6 months is about all it will take and we will see even more significant “transformation”. Don’t kid yourself. The faster this happens the better as far as the executives are concerned. They aren’t concerned about the American worker on the phones. That is not the future of Allstate, except in India. They are taking speech therapy training now to be able to westernize their tone to be able to communicate with American customers better. Take the blinders off. This is transformative growth.
I don't see many traffic cops at intersections anymore and I can't remember the last time I used the Pony Express over email.
I’ve heard there is an AI tool for estimating, but the article was from 2018. Someday probably but I think it’s at least a few years away. Or maybe not and I’ll be sh– canned tomorrow, no one knows with transparent Allstate. I think it will be like the BI settle or liability tools where it gives you an idea but a human still has to review it