We are converting to the ASC quoting platform in a few days. All of the training modules appear to be self service bypassing an agent or agency staff. We can guide the customer, but they can also do everything themselves. Opinion? Is this further demise of the agent model?
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I agree that the writing is on the wall. Our customers (and prospects calling for quotes) are predominantly older folks. The ASC policy is not elder friendly at all. My agency owner says Allstate wants to appeal to younger people. Changing your customer base drastically as a company is a hard row to hoe, so I'm skeptical that the company will be able to do this. Furthermore, once the older generation is gone, the need for brick-and-mortar offices will be, too. Almost all our walk-ins want to pay a bill or want us to print out ID cards. The younger generation is much more savvy about both and will need neither service.
Wait until you find out it doesn't give good hands discount. Don't believe me go and see!
A customer with a Progressive quote on her phone had the prefills for collision and comprehensive at $2,000. The customer had no idea what it meant. I see self service bound policy customers who forget to put add comp with glass and just put comp with $1,000 ded. Then the states where Allstate paper for homeowners is not allowed, bind the auto then search for a local agent to buy homeowners.
Folks, the writing is on the way. Any job that can be automated or converted to self service will. I'm in ANI and in the UK most people use comparison websites to find the lowest cost provider then click on the link that directs them to that provider to complete the relevant forms and purchase. This is exactly the sort of model all mainstream insurance companies that want to stay competitive and in business will be following. Younger generations don't want to call a person, they want to sort it on their phone whilst on the train or on their break in work whilst listening to Spotify. If they have an issue, they use live chat which doesn't require someone in the US as AI will read their question and provide the information for the agent on screen instantly. Even this will be automated as much as possible via chat bots and only transfer to a human when needed.
The reality of the west is we need to start thinking about universal standard income at a political level as a lot of jobs are going to be automated in the coming decades but that sounds too much like communism to most folks.
Agents have been undercut, shorted, and oversteps for going on 4-5 years now. If the agents haven't gotten out by now then fu-k them.
As for the remaining U.S. employees...this further explains the next batches of cuts and reductions. U.S. employees have been reduced by 65% in the past 5 years. And it will continue until the less than 15% goal of remaining onshore is achieved. Yes, that is an actual target and goal.
Did you not notice that FINALLY we are giving customer who don't buy from agents a discount in the ASC product? Either customers can pay for agents commission or they can save money without one.
All ASC is intended to do is decrease cost - the main is employee salaries. Whenever you hear “efficiency” that means firing people. It isn’t trying to get employees to do more interesting work, it’s trying to get more work from fewer people.
Did self serve in the grocery store lead to a reduction in price? Why would you think the same would happen at Allstate? The ASC product is already being sold as the cheapest product because it is self serve.
Working as planned...agents' roles are drastically on the way out.
You are doing a good Job reading between those blurred lines! Agents are old school and not needed. This is a self service world buddy. It’s getting closer every quarter to elimination of the American insurance worker. This is not mad men this is not office space. The model of people helping people is over the computer can do it and the cheapest labor on the planet can too if really needed. Americans are so tired of dealing with scripted robotic phone reps who can’t speak English well that they are forced to do everything themselves or through email. This is the business plan Allstate has been driving toward for years. No more American office people. This is a caste system. The prior century office worker model is gone baby. We are not looking back. This is forward progress. Relationships don’t mean jack to the higher ups. It’s far too expensive to have agents or even claims reps. Little by little that biz model is fading away. They will spend millions to make that happen.