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Customer Save
Contact Info | [email protected]
Please note: The Customer Save Helpdesk is not a phone helpdesk and does not have a phone number. However,
our agents will respond to your email within 24 hours of receipt.
Overview The Customer Save: Shoppers Program alerts participating agency owners when a customer's credit report
information is ordered by a competitor for an insurance quote, indicating they are at risk for switching
carriers. Participating agency owners will be notified via email the following business day, prompting you
to log on to the Customer Save Portal to access the "shopping" customer's name, address and shopping
date. Agency owners should then proactively call these customers and offer an insurance review, while
looking for cross-sell opportunities and to retain that customer. helping customers protect their passion.
What Can I Expect? How many leads will I receive? Average participating agents receive 4‐5 leads per week (150+ per
year); high volume agencies have seen 10‐11 leads per week (500+ per year).
Is the Customer Save Program available to all agencies? This program is available to all agencies
in all states with the exception of CA, OH, MA and HI.
How can I continue receiving leads after my initial purchase of leads is delivered? Agents
enrolled in Customer Save in 2017 via Blueprint are required to place a credit card on file so that they
will automatically be reloaded with leads in selected sets of 25, 50, or 100 leads. Agents will be
charged for the next set of leads once their prepaid balance reaches 5 leads or less.
What level of customer shopping information is provided by DataLab? The following data is
provided in the Customer Save portal:
o Customer First and Last Name
o Household Number
o Address
o Shopping Date
What if an Allstate inquiry causes a lead to appear? Other inquiries made by Allstate should not
trigger an alert. On occasion, overlap between time and other Allstate products can make a customer
trigger a lead in error. If this happens, agents are able to submit the lead for credit through the
'Contact Us' page on the Customer Save website.
Description Recommended
Agency Size
Agent
Blueprint
Price
Customer Save: Shoppers Program (50 Leads) Small
Auto PIF < 500 $140
Customer Save: Shoppers Program (100 Leads)Medium
Auto PIF < 1,000 $280
Customer Save: Shoppers Program (150 Leads)Large
Auto PIF < 1,500 $420
Customer Save: Shoppers Program (300 Leads)X-Large
Auto PIF > 1,500 $840
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Customer Save
Benefits to my Agency By using this tool, agents see an increase in retention of their customers
o On average, agents who follow-up on these leads are seeing a 15‐20% reduction in the
defection rate of these type of shoppers.
o Average return on investment has been 3 to 5 times the cost in saved commissions (Note:
results may vary).
Best Practices In order to use the leads in compliance with the Fair Credit Reporting Act, customers identified under
the Customer Save Program must go through a policy review.*
Agencies participating in the program are required to conduct a review of the policies of those
customers identified as leads; contacting customers as soon as possible will assist in the review as
well as improving the chances of saving the relationship.
To further assist, a direct mail piece will automatically be sent from the agent of record.
o This mail piece will be sent to every customer identified in the Customer Save Program,
regardless of prior contact from an agency owner.
o The letter will invite customers to call their agency owners office for a policy review.
*Note: Participating agents will be notified via email when one of their customers has been shopping.
Per program requirements, if an agent is receiving leads and fails to log in to view their leads for 60
consecutive days, the agent will be removed from the Customer Save Program without issuance of a
refund.
Additional Resources Agency Gateway Resources: https://agencygateway.allstate.com/wps/myportal/ID/121007, which
includes FAQ’s, registration information and talk paths
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Extra Hands Appointment Setting Calls
Contact Info | [email protected] | 855.808.7951 | Chat Feature: (Mon – Fri, 9 a.m. – 7 p.m. ET)
Overview Extra Hands leverages the talent and resources within the Allstate Customer Contact Centers to extend
agency capacity and help you grow your business. Extra Hands Appointment Setting provides phone calls
on behalf of agencies to households approaching policy renewal. The objective is one annual review per
household. The Extra Hands team schedules insurance review appointments directly on your Outlook
calendar.
Agency Size by PIF* Blueprint Negotiated Price Agent Blueprint Price
0-1,499 $1,080 $540
1,500-2,999 $1,872 $936
3,000-5,999 $3,192 $1,596
6,000-8,999 $5,520 $2,760
9,000+ $15,072 $7,536
*The fee structure is based on the agency’s number of Policies in Force (PIF) as of September 1, 2016.
What Can I Expect? Dedicated, experienced Allstate employees
o Each specialist is extensively trained on Allstate products, discounts and processes
Branded customer experience
o Every customer interaction is branded with the agency name
Appointment Setting call process
o Brand the agency- every customer interaction is branded with your agency name
o Thank the customer for their loyalty
o Request to schedule an insurance review
o Ask customers for feedback and likelihood to recommend Allstate to friends and family
o Mention ACES
o Ask customers if they have any immediate service needs
Outlook calendar appointments
o Insurance reviews (in-office and phone) will be scheduled directly to your Allstate Outlook
calendar based on availability
o Scheduling flexibility allows you to designate staff members to conduct insurance reviews
Reminder email offered to the customer to be sent approximately 24 hours prior to scheduled
appointment
Pricing is based on PIF to ensure all Allstate auto and property households are contacted
50% cost share is offered during 2017 annual enrollment only
Note: Extra Hands does not have bilingual capabilities at this time. Please consider this if the
majority of the customers in your book of business prefer a non-English languageIf an Extra Hands
rep is unable to schedule an insurance review on your behalf because of a language barrier, a follow
up email will be sent to you immediately so you can follow up with them
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Extra Hands Appointment Setting Calls
Benefits to my Agency Concierge service and reporting
o A dedicated Concierge service is available for agents and staff to ask questions or address
concerns
o Agents have access to comprehensive reports of work performed on behalf of agencies and
are provided instant email notification of appointments scheduled and/or customer follow-
up requests
Proven results (July 2016 YTD):
o 34% ‘spoke to’ rate
o 36% appointment set rate
Best Practices Utilize the monthly lead lists provided within the “My Lists” section on the Blueprint website!
o We recommend assigning a staff member to manage the lead lists that are being contacted
by Extra Hands on a monthly basis
o Consider using these lists as a foundation, and access the Extra Hands reporting website to
keep track of each contact attempt by the Extra Hands team
Additional Resources Extra Hands Appointment Setting FAQs
Extra Hands Resource Page (Or simply search ‘Extra Hands’ on Gateway)
Chat feature: https://agencygateway1.allstate.com/wps/myportal/id/149579. (Mon – Fri, 9 a.m. – 7 p.m. ET)
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Extra Hands Cancellation Calls
Contact Info | [email protected] | 855.808.7951 | Chat Feature: (Mon. – Fri., 9 a.m. – 7 p.m. ET)
Overview Extra Hands leverages the talent and resources within the Allstate Customer Contact Centers to extend
agency capacity and help you grow your business. The Extra Hands Cancellation Calls service handles all
“Bill Past Due” work items for subscribers. Outbound calls are made on behalf of agencies to provide a
friendly reminder for customers to pay their bill, with ability to collect payment. Six-month and twelve-
month subscription period options will be offered for 2017. 25% cost share is available during 2017
annual enrollment only
*The fee structure is based on the agency’s number of Policies in Force (PIF) as of September 1, 2016.
What Can I Expect? Dedicated, experienced Allstate employees
o Each specialist is extensively trained on Allstate products, discounts and processes.
o Every customer interaction is branded with the agency name.
Cancellation Call process
o All "Bill Past Due" tasks will be removed from your My Work Items queue and transferred to
the Extra Hands team during your subscription period.
o Multiple calls are attempted per customer, with a voicemail left on the last attempt.
o Call attempts leverage both the preferred and secondary phone numbers listed on the
customer account to help increase success of reaching the customer.
All customer interactions follow a comprehensive call flow:
o Greeting/Brand the agency
o Offer to take payment
o Offer EZPay
o Ask customers if they have any immediate service needs
o Thank customer for their loyalty on behalf of agency
NOTE: At this time, Extra Hands has very limited bilingual capabilities. Please consider this if the
majority of the customers in your book of business prefer a non-English language. If an Extra Hands
rep is unable to speak with them regarding their bill past due on your behalf because of a language
barrier, a follow up email will be sent to you immediately so you can follow up with them.
6-Month Subscription
12-Month Subscription
Agency Size by PIF* Blueprint
Negotiated Price Agent
Blueprint Price
Blueprint
Negotiated Price
Agent Blueprint
Price
0-1,499 $330 $246 $660 $492
1,500-2,999 $870 $654 $1,740 $1,308
3,000-5,999 $1,506 $1,128 $3,012 $2,256
6,000-8,999 $2,640 $1,980 $5,280 $3,960
9,000+ $7,050 $5,286 $14,100 $10,572
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Extra Hands Cancellation Calls
Benefits to my Agency Enrolling in Cancellation Calls service can help agencies free up significant capacity to focus on
growth opportunities and retention efforts
Concierge service and reporting
o A dedicated Concierge service is available for agents and staff to ask questions or address
concerns
o Agents have access to comprehensive reports of work performed on behalf of agencies and
are provided instant email notification of sales, quotes and follow-up requests
Proven results (July 2016 YTD)
o 30% ‘spoke to’ rate
o 15% pay rate
Best Practices Track Extra Hands progress on your leads on the Extra Hands reporting website!
o We recommend assigning a staff member to export your lead list and filter down to
customers that Extra Hands was unable to reach
o Consider utilizing your team to reach out to these customers to help them retain coverage
Additional Resources Extra Hands Cancellation Calls FAQs
Extra Hands Resource Page (Or simply search ‘Extra Hands’ on Gateway)
Chat feature: https://agencygateway1.allstate.com/wps/myportal/id/149579 (Mon. – Fri., 9 a.m. – 7 p.m. ET)
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Appointment Interest Gathering Calls
Contact Info | [email protected] | 813.880.9066 Option 3 | Live Chat - H2insight.com
Overview H2insight contacts customers to gather information for an Insurance Review through a 5 in 1 Pre-Renewal
process. The agent then follows up with the customer to schedule the review.
What Can I Expect? On every 5 in 1 Pre-Renewal (Appointment/Cross-sell & Retention System live call) we will:
1. Offer each customer an insurance review, without pressure
2. Identify cross-selling opportunities and inquire if they are interested in life and retirement
planning
3. Ask if they would refer and recommend your agency
4. Update the customer’s email address
5. Predispose each customer on every live call and voicemail to the Allstate Customer Experience
Survey
In addition we will:
Determine if they are shopping around or if they have immediate service needs
Thank each customer for allowing you to handle their insurance needs
Send a Real-time notification to the Agency including comments of every reached customer
Benefits to my Agency Improve retention
Identify cross-sell opportunities
Uncover service opportunities
Receive updated email addresses
Increase experience scores
Description Blueprint Negotiated
Price
Agent Blueprint
Price
$540 $270
$810 $405
$1,500 $750
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Appointment Interest Gathering Calls
Best Practices On every call that requires a follow up we ask the customer for the best time for your Agency to contact
them. The best time is ALWAYS an immediate follow up as soon as your receive your real-time
notification from H2insight. This gives the customer a WOW! experience.
Additional Resources 2017 Blueprint Video: http://h2insight.com/2015-marketing-blueprint
Testimonials Page: http://www.h2insight.com/testimonials
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Hearsay Text Messaging Solution
Contact Info | [email protected] | 888.990.3777
Overview Text messaging is today’s most efficient way to communicate with customers. With Hearsay Messages,
you can text with customers while in compliance with company policy and industry regulations.
What Can I Expect? ● Easy to use desktop or mobile application that makes texting a simple part of your agency
communications to customers
● The application can be accessed by an unlimited number of users in your agency
● Everyone gets insight into what happens; sent and received text messages
● All of these benefits while adhering to Allstate compliance requirements
Benefits to my Agency ● Timely communications with customers and easy to use wherever work may take you
● Help your office users communicate when you are busy traveling or in meetings
● Reach your customers where they are more responsive
● Fully compliant solution
Best Practices ● A texting “workspace” will be available for each agency location tied to an office phone number from
Hearsay desktop and Mobile App ● The “workspace” can be shared with authorized users of you agency (like Hearsay Social)
Additional Resources Hearsay training options
Description Blueprint
Negotiated Price
Agent Blueprint
Price
$396 $297
$792 $594
$1,188 $891
$1,584 $1,188
$1,980 $1,485
$2,376 $1,782
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Prevention Awareness Resources
Contact Info | [email protected]
Overview Prevention Awareness Resources are monthly emails that enable you to provide customers with useful
information to help manage life’s risks as a trusted advisor who cares about their wellbeing and safety.
These emails contain monthly eAgent templates, Hearsay Social content and customer emails with
Allstate-approved prevention messages. Being prepared for the unexpected can save customers a major
headache, as well as their money. Educating them on taking preventative measures is effective in
avoiding dangerous situations.
What Can I Expect? Monthly eAgent Email Templates: Proactive, prevention-focused messages throughout the
calendar year that provide customers with tips and advice to avoid potential risks in life
o You will receive legally-approved email templates on the second Wednesday of every month
from [email protected]
Monthly Hearsay Social Prevention Content: Prevention messages that feature seasonal safety tips
and advice for use across your agency’s social media platforms
o You will receive monthly email notifications from [email protected] when
new prevention messages are available on Hearsay Social
Quarterly Customer Email Campaign: Direct email campaign with prevention messages designed
to make customers aware of various risks and how to prevent them. Includes a prominent display of
your picture and agency information
o Subjects include: winter safety, spring Home safety, auto safety, and holiday safety
o You will receive an email reminder in the monthly Prevention Awareness email from
[email protected] when quarterly emails are sent on your behalf
Benefits to my Agency Resources are intended to decrease claims, while encouraging customer interaction via social
platforms and email campaigns
Deepen customer relationships by demonstrating care and concern, while also making customers
aware of potential risks
Further position yourself and your staff as trusted advisors and as a source for knowledgeable,
preventative information.
Description Agent Blueprint Price
Free to Agents
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Prevention Awareness Resources
Best Practices Read through monthly Prevention Awareness emails and become familiar with resources
Attend a Prevention Awareness activation webinar
Send eAgent templates of your choice through eAgent to select recipients in your book of
business
Publish quarterly Prevention campaigns through Hearsay Social
Be aware of customer emails going out on your behalf
Additional Resources Visit the Local Presence and Community Involvement Prevent and Prepare page on Gateway
Example of Monthly Prevention Awareness email
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Prevention Awareness Resources
Monthly eAgent Templates
Quarterly Hearsay Social Campaigns
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Prevention Awareness Resources
Quarterly Customer Email Campaign
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Reward Card Program
Contact Info | [email protected] | 847.792.2273
Overview The Allstate Reward Card program is designed to help Allstate agents thank anyone for referring a
prospect to an agent. Under this program a $10 Allstate-branded VISA referral reward card may be
provided as a token of gratitude to anyone who provides an Allstate agent with a lead referral.
What Can I Expect? Order Turnaround Time: VISA cards are produced and shipped within 3-4 weeks of ordering
Offering Details: Replacement cards can be ordered directly from Allstate’s gift card vendor, National
Gift Card at www.ngcdirect.com
Shipment Information: VISA cards are shipped inactive, in bulk via FedEx Ground
Card Activation: You will need to activate the cards upon arrival - activation instructions are sent via
email from National Gift Card 1-2 weeks after ordering (The email will come from “Allstate Blueprint”)
Benefits to my Agency An opportunity to thank your referrals
Research has shown customers will readily refer family and friends to an agent when they are satisfied
with the service they receive
More than 50% of Allstate customers would be willing to recommend an Allstate agency to friends,
family or co-workers if given the opportunity to do so
Best Practices 70% of insurance shoppers will purchase because of a referral
More than 50% of Allstate customers would be willing to recommend an Allstate agent to family and
friends if given the opportunity
13% of insurance shoppers will begin shopping because of a referral
When writing a new customer or adding a line for an existing customer, let them know that you offer
$10 gift cards for a referral
The best time to ask for a referral is when a customer has had a positive experience with your office
New customers are often the most eager to share their newfound agent during their “honeymoon”
stage of the relationship
Description Agent Blueprint Price
National Gift Card (2017 program, 100 cards, $10
card value ) $1,100
National Gift Card (2017 program, 200 cards, $10
card value) $2,200
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Reward Card Program
Additional Resources Reward cards should be provided as a token of gratitude to anyone who provides an Allstate agent
with lead referral.
The person making the referral will receive the $10 referral reward card regardless of whether the
person who is referred receives a quote or purchases an insurance policy. This program does not
permit a referral reward card to be conditioned on either a quote or the sale of a policy.
Agents are not permitted to provide more than two referral reward cards per individual per year*.
In case of DOI inquiries, you will need to maintain records of the name and addresses of all individuals
that are provided a referral reward card and the date it was provided.
In the event you promote this program on an agency website or through mail/email, please ensure
the messaging is consistent with the program. If you have any questions about the messaging, please
contact your Allstate Field Sales Leader.
The Allstate Reward Card program is not available in North Dakota, New Mexico or Maine.
Additionally, it is not being offered in New York or Allstate New Jersey.
Disclaimer:
Federal law limits the payment of referral fees in connection with a real estate closing. Therefore, referral
rewards may not be issued to customers if the referral involves homeowners insurance and other types of
property insurance to be issued in connection with a real estate closing. Refer to your EA Independent
Contractor Reference Guide, Referrals of Business in Connection with Real Estate Transactions (RESPA) for
more information.
Violating the terms of the referral rewards program may result in your removal from participation in the
program and could place your relationship with Allstate in jeopardy.
*State exclusions: ME, ND, NJ, NM, & NY
Sample Reward Card:
