The major malfunction or misunderstanding home office has is that they believe the technology and information their acquiring can only works for Allstate .
But that exact same technology and information sharing is not only being used by the competition but also by the vendors (both TPA and non TPA vendors) and they’re using it to max out every interaction with Allstate.
Its no secret that Allstate is relies heavily on vendors to evaluate claims. More than any other insurance company. And the vendors are quickly learning through sharing of info on social media exactly how much to bill so they get Allstate India to give them what they want. Send in some photos measurements drying logs and the India team gives them everything they ask for. No questions asked. (This is on the small/medium claims.)
That frees up the vendor’s to focus on the large claims and push back against the USA based adjuster. Good luck trying to get the vendor to estimate using the sacred Allstate best practices. Thats because the vendors Are using Facebook and other social media to learn the work arounds and, for lack of a better term, legally abuse the insurance companies.
While the India employee is basically paying everything, the USA employee is fighting with everybody all the time (TPAs and non-TPAs) to end up with a claim that halfway resembles Allstate quality.
Which makes it extremely difficult to achieve the goals. It takes minimum 50-60 hours a week to be an exceeds employee and after all that maybe get a 3.5% raise. Most of the good adjusters burn out and move on as soon as they can.
Allstate home office has created a nightmare for the state side adjusters on the front lines. Even if they changed direction right now it will take years to undo the damage.