Allstate/McKinsey Bates H000002820

PLcLP
*ROOFPROCESSUPDATE
*F|RE PROCESSUPDATE
*CSCPROCESSUPDATE
*HDSUPDATE
*GENERAL|SSUES
H000002820
LLMNLPL HLLL ULP1L
H000002821
Koo!roccss\gdatc
Roof Paid Severity*
Phoenix
Denver
Baseline
$1,287
$2,225
Test
$
743
$1,160
Total Roof Replacements*
Phoenix
Denver
Baseline
ZI
Z
"(3 ON8y 1, 1VV
(3 OJuu0 4, 1VV
Test
1
I+
Phoenix
Denver
Phoenix
Denver
%CWP*
Baseline
Z
ZV
ICSS Results"
Baseline
Z
Test
+1
1
Test
1
1
H000002822
Koo!roccssHhh|s
Test results indicate consistent process
execution with 1,008 fles in process
Test results driving desired behaviors
through CWP /CW ratio's and fll
replacements vs repairs
ICSS results are showing positive trends in
customer satisfaction with a total of O+
ICSS surveys in test
H000002823
IcnhardcKoo!roccss
Early Observations
Training was completed for roof process adjusters

and offce management. This training was very
well received.
-"I can see how this works, it's very logical"
-"This is well planned, it makes sense, and
will help when dealing with the customer"
A high degree of the transfer of learing was

measured through the pre/ post test scores
Initial rides with the adjusters frther indicate the

process drives the right decisions and enhances
customer service levels
H000002824
rcroccss\pda|c
Total Paid Severit
Baseline Test
Roseville 15,767 9,018
VAC 10,577 3,312
"/ Cleaning $'s to Dwlg Pd
Baseline Test
Roseville 27.1 44.2
VAC 7.2 19.9
Contents Paid Severit
Baseline Test
9,569 3,967
5,132 1,810
ICSS Results %of #S's
Baseline Test
79% 84%
73.1% 75%
Total Severity remains favorable after a full year of testing in Roseville
Adjuster controlled on-site inventory and pricing is driving a radical
decrease in contents severity.
Increasing % of cleaning is directly proportionate to declining severity
Number of claims in process: Roseville 230, VA/C 127 All data is as of3/3 l/98
H000002825
rcroccss\pda|c
"/ Subro Submitted
Baseline Test
Roseville 4.8 25.2
VAC 9.0 12.6
Subro %Dollars Submitted
Baseline Test
11.2 26.9
5.5 23.8
Identifcation of subrogation potential has increased through
up font triage and on-site, early causation investigation
Results in the Roseville test site afer a year of data collection
.
are very encouraging.
Roseville's "Dollar Submitted has stabilized at Z0.V".
7
H000002826
lcnhardicirc r0ccss
Early Observations:
Technical Adjusters are very enthusiastic about the process
"The technical process training added the greatest value
to my job"
"The objectives were clearly communicated and I understand
why change is needed"
Ride-a-long with the adjusters by the CCPR Team verify:
Adjusters are able to properly execute the process
demonstrating a transfer of process knowledge
Adjusters like the focused approach to claim handling
Skip McFarland immediately took a lead role as a change
champion
Contents Specialist Approach is a major hit with the contents
adjusters.
H000002827
LLLLL ULPL
q
H000002828
PLPNP
ro
H000002829
Atlanta test data
Since the beginning of our test (2/23/98)g we have had 2,686
claims go through the process and closed 872 claims*
During the test we experienced 3 abnormally high claim volume
periods and 2 CATS
The peril mix for the test is:
Fire
Water
Thef
Wind/hail
Lightning
Misc.
*Data is as of 5127198
Opened
181 claims
746 claims
646 claims
455 claims
371 claims
283 claims
6.7%
27.8/
24.1%
16.9%
13.8%
10.6%
Closed
63 claims
200 claims
237 claims
160 claims
138 claims
74 claims
7.2%
22.9%
27.2%
18.3%
15.8%
8.5%
II
H000002830
Results Cont'd
The breakdown of the claims by position are as follows:
#of claims
Inside Coord
Outside Coord
2576
110
/ of claims % contacted w/in 1 day
95.9%
4.1%
63.2%
63.6%
I
H000002831
Atlanta Workload*
Inside Coordinator
Outside Coordinator
Express
Inside Adjuster
Outside Adjuster
OC Adjusters
Avg rec'd per day
6.02
N/A
6.78
2.70
3.05
N/A
* Wor kl oad results are as of the intr oduction of the Expr ess team
Goal per day
6.0
undetermined
8.0
undetermined
3.2
H000002832
Atlanta Operating Results*
Total all perils - May
Notice Counts
Pending Count
Severity
F&L
EC
AEC
EC/AEC
CPL
T&J
*Resul ts are fr om t he Geor gia Pr oper ty OIS repor
Variance to Prior Year
3MM YD
27.6
28.4
-7.3
-29.5
5.9
2.8
3.9
71.5
-2.8
20.7
28.4
4.0
-2.0
1.8
7.0
3.1
50.0
2.6
'|
H000002833
Atlanta Operating Results cont'd
Pending is up on all measures; 3 MM and YD
Several factors may be contributing to these increases:
- Increase in PI F
- Storm activity
- CSC process
Next Steps:
% Pending to Reported is the more accurate measure and will
be completed on Atlanta Propery only results to further our
analysis
A comprehensive file review will be conducted in late July to
identithe drivers of this pending
~
H000002834
Atlanta Customer Satisfaction Results
The early indications form the test show positive improvement in the
Customer Satisfaction results
The following is a breakdown of the results:
ICSS 1997 YTD
ICSS 1st SP 98
CSC Test Baseline*
CSC Test Sureys*
ICSS Live Results
67.0%
63.2
67.1
Baseline and t est r esul t s were surveys c onducted using files clsoed 5 t o 15 days vs traditi onal
30t o 30days
*
lu
H000002835
Georgia Property Test- Performance of CSC by Overall Satisfaction
Keeping the customer informed and efectively coordinating claim activities ar key factors that contribute to less than completely
satisfed customers
100%
90%
80%
C
70%
L
C
a 60%
<
50%
D
40%

C
30%
*
20%
10%
0%
First Kept
Contacted in Customer
Expected Informed
Time
Result represent responses fm 35 test sureys plus 1live sureys
Followed Up
as Promised
Efectively
Coordinated
Claim
Activities
Presented
an Easy to
Understand
Explanation
11 5 Comp Sat
O4and Below
|i1|J
/,
H000002836
Georgia Property Test - Overall Satisfaction by Length of Claim
Longer pending claims are beginning to trend favorably in comparison to Baseline and Test results
100%
90%
80%
70%
O
U
@ 60%
O
50%
O
b
_ 40%
a
30%
20%
10%
0%
-IDays
Test and Live result represent CSCclaims only
Baseline = 80 daims sureyed
Test = 35 daims sureyed
Live = 64 daims sureyed
0
71%
60%
0%
8-14Days 15-21 Days 22-28 Days 1-2 Months
Length of Claim
bW
?2 Months
Baseline (Pre-CSC)
llTest (5-15days post closure)
Live 3-3days post closure)
6/24/98
H000002837
Georgia Propery Test - Overall Satisfaction by Peril
Overall satisfaction is trending positively in all major perils other than wind/hail
100%
100%
90%
80%
70%
G
V
60%
U
D
t
50%
b
C
40%
L
a
30%
20%
10%
0%
Fire
Test and Live result reprsent bclaims only
Baseline = 80 claims sureyed
Test= 35 claims sureyed
Live = bcaims sureyed
89%
Lightning Theft
Peril
86%
Water Wind/Hail
LBaseline (Pre-CSC)
Test (5-15 days post closure)
Live 3-3days post closure)
6/24198
H000002838
Georgia Proper Test- Impact of Contact Times on Overall Satisfaction
Quicker initial contacts and inspections are leading to completely satisfied customers
1680
144.0
120.0
U
J6.0
O
D
C
E
| 2.0
4.0
.1
24.0
0.0 ~
Initial Contact
Resu|tsa|emed|aasfr 35 testsue,sc|us1||.esure,s
23.5
1.1
Level 00 Initial Contact
144.0
[0as)
Adjuster On-Site Inspection
N 5Comp B.
O41dBelow
?V
H000002839
Georgia Property Test - Overall Average of ICSS Responses and Likelihood of Renewal
The CSC process has 'averaged up' customers' overall satisfaction and consequently, increased the percentage of customers that are very likely to renew
5.00
4.90
m
m
[ 4.80
C
m
4.70
z
C
T 4.60
m
4.50
U
4.40
L
@ 4.30
w
4.20
w
4.10
4.00
Baseline
Test and Live results represent CSC claims only
Baseline (Pre-CSC) 80 claims surveyed
Test (5-15 dys post closure) 35 claims sureyed
Live (30-36 dys post dosure) 64 claims sureyed
Test Live
100.0%
90.0%
80.0%
> 70.0%
w
c
w
O 60.0%
E
50.0% w
.
40.0%
w
3
B 30.0%
20.0%
10 0%
0.0%
Baseline Test Live
61418
H000002840
LL O|gD|2l|ODl|uOlu|O -1llDlOSlS|lO FtSnl
6/1/98
H000002841
CC Org8nl28ll0n lruOlur8 - AlI8nl8T88l ll8 Ft8S8nl
Structure Description
- STL added to manage the OC's
- Express Team is added to handle the subset of claims
that a Coordi nator doesn't add value to
- Mul ti pl e IC's withi n teams al l ows greater flexibil ity and
more eficeint use of adjusters
Key Learnings
- Express team al l ows greater flexibil ity for
Controller
- STL manages the OC's,now the OC's
can focus solely on the customer
H000002842
LLLN MPHLL
H000002843
L O!gD|2l|ODl|uOlu|O - 2Dd HOuDdlOSl - LlODh!d|O Ft8S8nl
6/23/98
I
I
g L '
H000002844
Glenhardie Workload
Inside Coordinator
Outside Coordinator
Express
Inside Adjuster*
Outside Adjuster
OC Adjusters**
* Includes Independent Adj uster assignments
-Workload is pr edominantly Fir e pr ocess
Avg rec'd per day
7.73
0.64
5.00
8.51
1.96
0.26
Goal per day
6.0
undetermined
8.0
undetermined
3.2
H000002845
Glenhardie Customer Satisfaction Results
1997 Y ICSS
Test Baseline results
Test results
70.4%
71.2 %
92.0%
153 surveys
12 surveys
H000002846
Key Activities to be completed
Controller Job re design
Time studies for:
- Controller
-QE
- Express
- Inside/Outside Adjuster
QE design work
Focus Group updates
H000002847
HO555\L5
HDS Status
- Requirements
- Design Database/Programs
HDS Timeline
- 1/13 deliver Coordinator workfow
- 8/24 deliver Process data captre
*
Training/ Audit Support
- Provided training on dispatch/ADS to H
CCPR team
H000002848
HO5ssucs
HDS Future Plans
- Design Inspection, Testing and Implementation
- Performance Management and Report
Requirements
3c
H000002849
Lene| |88ue8
71
H000002850
STATUS UPDATE-MAJOR DESIGN WORK ACTIVITIES
H000002851
AREA
Skill Assessment Worksheet
New Job Descriptions and pay
grades
Process Training Manuals
Staffing Model
STATUS
*Design work completed
*Worksheets reviewed by Ed.
Serices (Donna Porrier)
NEXT STEPS
*Meet with Bill Rathey Paul
Zigterman
*Make final changes if necessary
*Recommended changes completed
*Job descriptions completed for
IC,OC,STL,QE
*Meet with Bill Rathey to review
content, Determine pay grade
*Finalize CSC training manual,
*Roof and Fire manuals completed including word paths
*Currently working with Ed
Serices on Recommended
enhancements
*Currently working with
Zigterman to review manuals
from legal perspective
*Time study work completed for
IC/OC, Roof Fire
*Brian Dittle has had several
meetings with Finance to
understand methodology
*Refer to Ed Serices and legal for
sign off
*Complete time studies for
Controller, STL Express
*Build Model
EXPECTED COMPLETION DATE
Jul-98
Jul-98
Aug-98
Aug-98 to Sept-98
o
H000002852
AREA
Implementation Video
Implementation Manual
STATUS
*Meet with Dave Kenney.Corp
Relations to discuss approach
and time line
*Begin work on manual while at
currently test site for Roof, Fire
Processes, general issues
NEXT STEPS
*Complete video
*Finalize manual following CSC
testing in Glenhardie
EXPECTED COMPLETION DATE
Sep-98
Sep-98
H000002853
WORK GOING FORWARD - KEY ISSUES TO RESOLVE
AREA
Ski Assessment Wor ksheet
New Job Posit ions/ Pay Grade
CosUBenefit Analysis of Outside Coordinat or/Adj ust er
Team Concept
ISSUE
J PCCSO phi l osophical appr oach on use of this t ool
J
Overs ight needs t o assure ongoing usage in employee
j ob placement decisions
J Linkage t o H.R. scr eening of new h ires
J I mpl icat ions of CSC st ruct ur e on PG 3I( PE, PL)
J Appr oach with c urr ent PL's who have the skil l-set
for STL posit ion, but no opening t o p lace them
J Appr oach with c urrent PL's who do not have the
ski l l-set for STL posit ion
J Appr oach with PE' s who do not have the ski l l -set
for new PE posit i on
J Do the cust omer sat isfact ion benefits and/ or r et ent i on
benefits j ust ify the high number of r esources dedicated
t o the process
J Claims that fit the O.C. pr ofile are minimal 3~
of t otal c lai m c ounts)
J Virt ual ly no impact on ICSS r esults
J Ret ent ion is not measur ed
H000002854
ROOF TEAM
FIRE TEAM
CSC TEAM
IMPLICATIONS:
TOY STATUS
Name Star Date End Date Re-up Date MCO
Mike Bolts-Team Leader 11/1/96 9/1/98 No NCT
Hugh Davis 8/1/97 8/1/98 Until 9/1/98 Nashville
Dick Fisher 8/1/97 8/1/98 Until 12/31/98 Glenhardie
Glenn Sternisha 5/1/98 11/1/98 Until 5/1/99 Denver
Paul Tracey-Team Leader 12/1/97 12/1/98 No Prop. PCCSO
Margie Bowman 7/1/97 7/1/98 Until 10/1/98 Roanoke Subro
Diane Collier 9/1/96 9/1/98 Until 12/31/98 Nashville
Terry Arnall 5/1/97 11/1/98 Until 5/1/99 Phoenix
David Rydell 5/1/98 11/1/98 Until 5/1/99 San Antonio
Kim Bearden 5/1/98 11/1/98 Until 5/1/99 BAHO
Vicky Lusby 6/1/97 6/1/98 Until 12/31/1998 Dallas
Jef Dwyer-Team Leader 12/1/97 12/1/98 No New Jersey
Tracey Geigerich 5/1/98 11/1/98 No Ct. Prop.
Melanie Thurston 5/1/98 11/1/98 No Indiana
Grantley Aaron 5/1/98 11/1/98 No Harrison
Lori Quagliano 5/1/98 11/1/98 No Florida
Ed Patane 5/1/98 11/1/98 Maybe New Jersey
Scott Sylwester 8/1/97 8/1/98 No WA. PROP.
Jude Samson 8/1/97 8/1/98 No Ryder
Wayne Evans 8/1/97 8/1/98 Until 9/1/98 Carolinas
Penny Howell 8/1/97 8/1/98 Until 9/1/98 Atlanta
Chrissie Bowers 9/1/96 9/1/98 Until 12/31/98 Maryland
Jef Menaguale 6/1/98 12/1/98 Until 12/1/98
Roy Delph 1/1/98 1/1/99 Maybe VNDC
Carol Palmer 5/1/98 11/1/98 Until 5/1/99 Rosevile
24 of 25 team members will spin of the team prior to of during planned 10/98 countrwide implementation start;
however, we can keep 8 of these team members fr the first-round implementation (10-98 to 12-98) if
re-ups are approved.
Page 1
H000002855
Ap endix Roof
\
H000002856
_.>..<*^*me -.v+v.<.t.<~m.- >Jvmv>v/+e* v+++ w v
J
CCPR PROCESS - BASELINE SUBPERIL PAID STATISTICS BY STATE
i
24-Jun-98
STATE SUBPERI CLAIS ROOF CWA'S ROOF%CWP ROOF PAI OOF SEVRIT ROOF CLOSED COST FIE PAI FIE CLOSED COS
U WIN 62 41 33.87% $26,550 $647.56 $428.23 $43,263 $697.79
N WIN 109 68 37.61% $55,888 $821.88 $512.73 $127,018 $1,165.30
N WIN 162 116 28.40% $139,644 $1,203.83 $862.00 $181,004 $1,117.31
AZ WIN 85 58 31.76% $71,347 $1,230.12 $839.38 $116,676 $1,372.66
CSA WIN 418 283 32.30% $293,429 $1,036.85 $701.98 $467,961 $1,119.52
U HAI 9 5 44.44% $3,760 $752.00 $417.78 $6,456 $717.33
N HAIL 2 0 100.00% $0 Mtt0t $0.00 $2,086 $1,043.00
N HAI 85 62 27.06% $145,274 $2,343.13 $1,709.11 $167,066 $1,965.48
AZ HAI 14 10 28.57% $20,773 $2,077.30 $1,483.79 $25,573 $1,826.64
CSA HAI 110 77 30.00% $169,807 $2,205.29 $1,543.70 $201,181 $1,828.92
1
H000002857
#7-9J/#W % ^Jv VPvwJVt ^* *<<<~*P ^Vv4yPvVP<\V7-9v-y_
CCPR PROCESS - HAIL PAID STATISTICS BY STATE
24-Jun-98
STATE CLAIS ROOF CWA'S ROOF%CWP ROOF PA OOF SEVERIT ROOF CLOSED COST FIE PA FIE CLOSED COST
A 177 131 25.99% $136,476 $1,041.80 $771.05 $393,417 $2,222.69
N 23 4 82.61% $6,793 $1,698.25 $295.35 $8,284 $360.17
N 6 3 50.00% $7,316 $2,438.67 $1,219.33 $14,834 $2,472.33
U 4 4 0.00% $7,612 $1,903.00 $1,903.00 $9,433 $2,358.25
CSA 210 142 32.38% $158,197 $ 1,114.06 $7 53.32 $42 5,968 $2,028.42
H000002858
CCPR PROCESS - SUBPERIL BY STATE FACTORS
24-Jun-98
SUBPER STATE CLAIS 24 HCONTACT CONTACT% ROOFISP ROOFISPo EST ON SITE EST ON SITE%
H A 177 80 45.20% 146 82.49% 129 72.88%
H N 23 20 86.96% 23 100.00% 5 21.74%
H N 6 3 50.00% 5 83.33% 2 33.33%
H U 4 2 50.00% 4 100.00% 4 100.00%
W A 142 86 60.56% 131 92.25% 63 44.37%
W N 72 45 62.50% 66 91.67% 44 61.11%
W N 175 78 44.57% 121 69.14% 57 32.57%
W U 79 67 84.81% 70 88.61% 57 72.15%
CSA 678 381 56.19% 566 83.48% 361 53.24%
H000002859
CCPR PROCESS - WIND PAID STATISTICS BY STATE
|
24-Jun-98
STATE CLAIS ROOF CWA'S ROOFoCWP ROOF PA OOF SEVERTY ROOF CLOSED COST FIE PA FIE CLOSED COST
A 142 61 57.04% $33,311 $546.08 $234.58 $62,500 $440.14
N 72 29 59.72% $13,065 $450.52 $181.46 $25,925 $360.07
N 175 88 49.71% $48,901 $555.69 $279.43 $155,576 $889.01
U 79 44 44.30% $16,969 $385.66 $214.80 $26,198 $331.62
CSA 468 222 52.56% $112,246 $505.61 $239.84 $270,199 $577.35
H000002860
_
_ + _______
_____
s
______++a+a+e++++a++++a++++++e+++_
24-Jun-98
SUB PERI STATE TOTAL CLAIS BY AREA DAMAGE TYPE COUNT OF DAMAGE. DISTRIUTION OF DAMAGE
H A 177 30 16.95%
H A 177 2 119 67.23%
H A 177 3 10 5.65%
H N 23 1 4.35%
H N 23 2 3 13.04%
H N 6 2 4 66.67%
H U 4 1 25.00%
H U 4 2 2 50.00%
H U 4 3 1 25.00%
W A 142 1 7 4.93%
W A 142 2 51 35.92%
W A 142 3 44 30.99%
W N 72 2 17 23.61%
W N 72 3 31 43.06%
W N 175 8 4.57%
W N 175 2 56 32.00%
W N 175 3 26 14.86%
W U 79 1 2 2.53%
W U 79 2 50 63.29%
W U 79 3 10 12.66%
H000002861
""T F5~g
_p_______
---
. _ _
__ _
24-Jun-98
STATE SUBPERIL CLAIS ROOF CWA'S ROOF% CWP ROOF PAID ROOF SEVERITY ROOF CLOSED COST FIE PAI FIE CLOSED COST
co WN
co H
97
108
58
80
40.21% $45,479
25.93% $261,557
$784.12
$3,269.46
$468.86 $59,405
$2,421.82 $308,083
$612.42
$2,852.62
H000002862
CCPR PROCESS - HAIL PAID STATISTICS BY STATE
24-un-98
STATE CLAIS ROOF CWA'S ROOF% L ROOF PA ROOF SEVERITY ROOF CLOSED COST FIE PA FIE CLOSED COST
co 228 70 69.30% $104,401 $1,491.44 $457.90 $115,451 $506.36
CSA 228 70 69.30% $104,401 $1,491.44 $457.90 $115,451 $506.36
H000002863
CCPR PROCESS - SUBPERIL BY STATE FACTORS
.
24-Jun-98
SUBPERIL STATE CLAIS 24 HR CONTACT CONTACT% ROOFISP ROOFISP% EST ON SITE EST ON SITE%
HI co 228 205 89.91% 189 82.89% 90 39.47%
W co 102 83 81.37% 78 76.47% 64 62.75%
CSA 330 288 87.27% 267 80.91% 154 46.67%
1
H000002864
CCPR PROCESS - WIND PAID STATISTICS BY STATE
24-Jun-98
STATE CLAIS ROOF CWA'S ROOF% L ROOF PA ROOF SEVERI ROOF CLOSED COST FIE PA FIE CLOSED COST
co 102 39 61.76% $22,042 $565.18 $216.10 $32,216 $315.84
CSA 102 39 61.76% $22,042 $ 56 5.18 $216.10 $32,216 $315.84
J
H000002865
__

P
__
_ e eeeee
24-Jun-98
SUBPERI STATE TOTAL CLAIS BY AREA DAMAGE TYPE COUNT OF DAMAGE DISTRIUTION OF DAMAGE
H
H
H
W
W
W
co
co
co
co
co
co
228
228
228
102
102
102
1
2
3
2
3
40
31
19
5
42
33
17.54%
13.60%
8.33%
4.90%
41.18%
32.35%
H000002866
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Z
Z
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H000002868
Ap endix - Fire
\
H000002869
ECLUDESDRDfDCD ECLUDESDRDfDCD
SITE SITE SITE SITE SITE SITE SITE
CATEGORY BASE 3/10198 $/# BASE 3/1918 $/# BASE
1. no. o| |l|es
1 829 738 106 357 298 534 96
1 829 738 106 357 298 534 109
549, 112 18 476 65 302 49
13 23 103
8 11 38
7 10 37
17 20 94
6 10 31
0 0 34
Subro ation
1. % ||lesubmlsslon 16 177 9 14 109
2. % subm|||e0 101413 1,829 738 23957 87119 298,534
3. #|llessubml||e0
Clean in
1. % c|ean|o0well 86018 1201902 21503 87781 46901 225508
32097 142048 7696 17048 28616
18064 44764 2105 3545 3872
121533 1201902 4326 87781 7351 225508
68324 1201902 3773 87781 6300 225508
Contents
84032 549112 10509 38418 65302
69085 549112 10355 37594 65302
3. % ||nel|ems 0e 3565 7139 27 311 1903
4. % o||aken |n0e 127274 507249 714 11826 39601
5. % ||emsclean/re a|r 2616 7139 654 1515 1903
Size of Loss Distribution Anal sis
A.0- 500 16.38% 29 28.13% 18 19.27% 21
. 501 - 1000 12.43% 22 12.50% 8 11.93% 13
C. 1001 - 2500 24.86% 44 32.81% 21 36.70% 40
L. 2,501 - 5 000 16.95% 30 21.88% 14 20.18% 2
E. 5,001 - 10 000 10.73% 19 4.69% 3 8.26% 9
|. 10 001- 25 000 10.73% 19 0.00% 0 1.83% 2
G. 25 001 - 50,000 2.82% 5 0.00% 0 1.83% 2
H. 50 001 5.08% 9 0.00% 0 0.00% 0
100.00% 177 100.00% 64 100.00% 109
e
\
"
H000002870
ROSEVILE MCO FIRE MEASUREMENT DATA
CATEGORY Bzsel|ne/181les J Files 76 Files J00 Files 14Z Files J77Files
Severit/Closed Cost
1. avo file sever ity 15.767 5.961 6.278 7.217 8.059 7.917
2. ava closed costs 15.031 5.727 5,948 6.929 7.832 7.738
3. Content sever itv 9.569 4.634 3. 166
Process Compliance
1. Subrogat i on NIA 90.5 94.7
2. Str uct ur e cl eanina NIA 93.8 97. 1
3. Repair vs Replace NIA 100 95.7
4. Customer Serv ice NIA 76.2 80.8
5. Contents NIA 87.5 90.9
6. Vendor Manaaement NIA NIA 81.8 81.3
Subrogation
1. % file s ubmission 4.8 27.4 30.3 36 31.7 25.99
2. % $ submitted 1 1.2 34.6 33 39. 1 49 42.73
3. #fil es s ubmitted 14 23 36 45 46
Cleaning
1. % cl ean $ t o dwel l $ 4.2 9. 1 8. 1 7.9 6. 1 6.33
Repair
1. c l ean ? r epair $ 27. 1
.
58.4 61 46.9 37.8 42.91
t o t otal drval l $
.
.
.
2. clean ? r epair $ t o 1'.7 30.5 32.4 24.2 20 30.33
t otal cabinet $
Specialty Trades
1. % soc. tr d t o dwel l $ 8 8. 1 7.8 7.3 10 9.17
2. % l umosum bids 4.6 4 4.3 3.5 4. 1 4.34
ROSEVILLE (cont) Bzsel|ne/181les J Files 7b Files J00 Files 14Z Files 77Files
CT ct to o.
``
H000002871
8ubbImht8/PAC8 73Z/9 208 FII8 230 flI8
1.$ and # 8ttuG.8u $11,189{15 $36,894 125) $38, 056 127)
1. Missed damaaes $1.056 3) $2.5.41 14\ $3.539 15)
2. Hidden damaoes
3. Unsat cleanina $16.505 11) $16 669 12)
4. Unsat repairs $574 11 $574(11 $57411)
5. Incorrect measure.
6. Incorrect Pricina
7. FRC $963(4 $2 100 18\ $2 10018\
8. Cleanina vendor SUP. $105 11 $10511) $10511)
9.ALE $1,391 (1) $1.39111\ $1 391111
10. Exoense oavment $1.550 2 $1 550 (2\ $1.550 12)
11. Other $5,550 3 $12, 128 (7) $12, 128 (7)
2. $ and # Cont. 8ubb $4,802 '2 $14,786 (4) $15, 130 (5)
1. Missed item(s)
2. Unsat cleanina
3. Could not clean $9 668 11\ $9.668 (1 )
4. Unsat repair
5. Incorrect Pricina $2.388 11 $2 388 (1\ $2.388 11\
6. Prooer verification $2,414 (1 $2,414 111 $2,414 (1)
7. FRC
8. Other $316 11) $66012\
Size of Loss Distribution $aseIInel151BIes 51 Files 76 Files 100 |Il8 142 FIl8 177 |Il8 208 FIl8 230 fl|8
A. 0- 500 16 8 15 16
B. 501 - 1000 19 17 38 39
C. 1001 - 2500 36 29 58 63
L. 2 501 - 5,000 15 19 38 46
E. 5.001 - 10,000 19 12 23 25
F. 10,001 - 25,000 18 6 17 19
G.25,001 - 50,000 16 6 11 13
H. 50,001 11 3 8 9
Percent 1%\ Dl8t.
A. 0- 500 10.67% 8.00% 7.21% 6.96%
B. 501 - 1000 12.67% 17.00% 18.27% 16.96%
C. 1001 - 2500 24.00% 29.00% 27.88% 27.39%
D. 2.501 - 5 000 10.00% 19.00% 18.27% 20.00%
E. 5,001 - 10 000 12.67% 12.00% 11.06% 10.87%
|. 10,001 - 25 000 12.00% 6.00% 8.17% 8.26%
G. 25,001 - 50,000 10.67% 6.00% 5.29% 5.65%
H. 50,001 7.33% 3.00% 3.85% 3.91%
H000002872
Ap endix CSC
H000002873
Ap endix - CSC Skill Set Analysis
H000002874
Knowledge/Skill Set Matrix
Claim Controller Quality Eval. Serice Team Ldr Outside Coord.
know. skill know. skill know. skill know.
Customer Serice -- T -
-Phone T -- Z -
-Face to Face T -
W
Z
Interpersonal -- Z
-Coaching -
--- -
Organizational -- Z --- Z
-High Vol. of Claims Z

W
T
-Complex Claims --- T
- Z
+
-Coordination -
- Z
Technical
W
-Mitigation T
-Coverage Eval.
-Contractual Z Z
-Damage Cov. Z
-Subrogation Z Z Z
-Structure
-Structure Scope Z
-Structure Est. Z T Z
-Fast Track Est. Z T T T Z T
-Contents
-Contents Scope Z
-Contents Est Z T Z
-Fast Track Est. Z T T T Z T
-ALE Z T Z Z Z
-Vendor Managemt Z T Z
-Trend Analysis T T T
-Mainframe Caoabilitv Z Z Z
Knowledge- The underanding of a specific prcess, acivity or issue.
Skill- The ability to apply knowledge and execute acivities rlated to a specific process or customer related issue
1 = Evident 2=Competent 3=Advanced
skill
Z
Z
Z
T
Z
T
T
Z
Inside Coord.
know. skill
--
--
- Z
--- Z
--- Z
- T
- Z
Z
Z
Z
Z
Z Z
Z Z
T T
Z Z
Z Z
T T
Z Z
Z
T T

5/13/98
H000002875
Knowledge/Skill Set Matrix
Structur Adjuster Contents Adjuster Exprss Adjuster
know. skill know. skill know. skill
Customer Sefice
WW
- Z
W
Z --- Z
-Phone
WW
- Z -
W
Z --- Z
-Face to Face --- Z
WW
Z --- T
Interpersonal - T
W
T -- T
-Coaching --- T --- T --- T
Organizational
W
Z
W
- Z --
-High Vol. of Claims
W
Z
W
Z --
-Complex Claims
W
Z
W
- Z --- T
-Coordination -
W
Z
W
- Z
WWW!
T
Technical
%
-Mitigation Z T T
-Coverage Eval.
-Contractual Z T
-Damage Cov. Z Z
-Subrogation Z Z
-Structure
-Structure Scope T T Z Z
-Structure Est. T T Z Z
-Fast Track Est. T T T T
-Contents
-Contents Scope Z Z Z Z
-Contents Est Z Z Z Z
-Fast Track Est. T T T T
-ALE Z Z Z T T T
-Vendor Managemt Z Z T
-Trend Analysis T T T T T T
-Mainframe Caoabilitv Z Z Z Z
Knowledge- The understanding of a specific process, acivity or issue.
Skill- The ability to apply knowledge and execute acivities related to a specific process or customer related issue
1= Evident 2=Competent 3=Advanced
5/13/98
J`
H000002876
Knowledge/ Skill Assessment
Assessors Name(s):
Activity/Topic Know. Skill
Customer Serice
wwww
T. Empathy
W
Z Explanation
qwW
3. Expectations
wwww
4. Educate (refer tech)
wwM
5. Communication
wmww
a. Phone Etiquette
mW
b. Face to Face
wmww
. Prof. Manners
wwq
1. Flexibility
Mww
Interpersonal
Wm
1. Leadership
WwM
Z. Motivational
MM
3. Communication -
m
4. Explanation
Wwww
5. Prof. Manners
w wmm
6. Coachino
ww@
. Flexibility
wm
d. Analytical
Wwmm
Organizational -
M
-
1. Prioritize Respon.
Mmw
2. Suspense Svstem
www
-
3. Pendina Control
mwww
4. Commitments
wMW
5. Coordination
MM
Technical
1. Mit./Pre-Clean/EW
Z. Cov. Evaluation
a. Contractual
b. Cov. Proo./Limits
c. Cov. Losses
d. Add. Protection
e. Loss Settlement
f. Opt. Protection
3. Subrogation
a. Recognition
b. Direction of Invest.
Date:
Pesilien:
Activity/Topic Know. Skill

Techn cal Cont.
4. Structure Scope
a. Test Clean
b. Types of Damage
c. Clean Vs Replace
d. Repair Vs Reo.
e. Alt. Repair Meth.
f. Material ID
g. Measure/Diagram
b. Structure Estimate
a. Accuoro
b. Pricing
c. Fast Track Est.
. Content Scope
a. Tvoes of Damaoe
b. Clean Vs Replace
c. Repair Vs Rep .
d. Aooear Allowance
e. Material ID
8.Content Estimate
a. PEC
b. Pricing
c. Fast Track Est.
S.ALE Evaluation
a. ALE Determine
b. Source ID
c. Pricino
d. Time Period Est.
. Vendor Managemt
a. Vendor Referrals
b. Vendor Direction
c. Estimate Review
d. Vendor Relations
. Trend Analysis
a. Svstem Gen. Lists
b. File Reviews
Z. Mainframe Capab.
a. LRS, Client File
b.SAR
c. CPMS
c. Dispatch System
Knowledge- The understanding of a specific process, activiqor issue.
Skill- The ability to apply knowledge and execute activities related to a specific process or customer related issue.
1 Evident 2= Competent 3= Advanced
H000002877
ALLSTATE JOB DESCRIPTION
JOB TITLE: Claim Controller JOB CODE:
BUSINESS UNIT: Proper EFFECTIVE DATE:
PURPOSE:
To direct the activities of MCO personnel in order to achieve the established goals of quality, severity,
expense control and employee development. To efectively manage the workflow of the MCO personnel.
JOB RESPONSIBILITIES. ESSENTIAL FUNCTIONS AND DUTIES: (Refers to the responsibilities of the
job and corresponding Essential Functions and Duties which furher describe what occurs in the
perormance of the Responsibility.)
T. Insure that proper application of the Triage and Matrix are being applied to all the MCO's claims and
those claims are being properly disposed of, and that prompt, quality customer service is prvided.
Insure quality through review of pending and closed files
Work with other management in the MCO to identify opportunity areas
Track perormance through interpretation of management information list

Z. Insure the MCO's compliance with company policies, procedures and processes, while controlling
severity's and expenses.
Analyze claim loss/expense repors
Conduct re-reviews when appropriate

. Effectively manage the workflow and volume for the MCO's claim operation by exploring, developing,
recommending and implementing new plans, procedures or methods.
Formulate and install strategies to improve severity's
Analyze productivity
Evaluate adverse trends and take corrective acion

4. Training.
Determine skill gaps based upon opporunit identified by file reviews and reinspections
( suppored by the Quality Evaluator )
Coordinate, and assist in training based upon skill gaps identified from file reviews and
reinspections ( supported by the Quality Evaluator and Serice Team Leader's )
Assist Service Team Leader's in coverage decisions

b. Perform Other Duties As Assigned
1
H000002878
KNOWLEDGE: (Refer to the knowledge usually necessar to meet the expected level of overall
perormance for the position)
General Working Knowledge:
Company organization, structure, benefits, policies and procedures
Interdeparmental relationships and functions
Training techniques
State(s) insurance rules and regulations

Advanced Working Knowledge:
Property policies
Claim file procedures
Coverage evaluation ( knowledge of applicable coverage )
Liability evaluation ( knowledge of case law and statutes )
Claim policy and procedures
MCO organization and functions
Mechanized claim operations
CCPR processes
Legal terminology and processes ( depositions and subpoenas )
Legal processes ( court systems and statutes )
Legal requirements ( restrictions, guidelines, general laws, contracts, directives )

Unique Working Knowledge:
Claim investigation, evaluation and settlement techniques within the Propery discipline
Triage Matrix application

SKILLS/ABILITIES: (Refer to the Skill and Ability usually necessary to meet the expected level of
overall perormance for the position).
General Working Skiff/Abilit:
Motivation (develop positive climate )
Time management - for self and others

Advanced Working Skill/Abilit:
Oral, written and telephone communication
Highly analytical; able to effectively apply analysis
Early identification of possible high volume claim activity
Initiative and creativity in problem solving
Leadership, organization and delegation of assignments
Able to prioritize and manage multiple task assigned
Analyze and interpret company repors
Allocating resources
Training of MCO personnel

2
H000002879
PRINCIPLE RELATIONSHIPS/CONTACTS:
Is under the direction of the Market Claim Manager
May direct the activities of property teams, usually not exceeding four employees
Advises claim adjusters, Serice Team Leader's and Market Claim Manager on technical claim
matters
Consults with Home Ofice P-CCSO claim staff on technical claim matters
DECISION MAKING:
Aproves
Claims disposition within individual authorization
MOI changes to claim assignments which have had the Triage and Matrix applied
Shares Aproval
Claim disposition in excess of individual authorization
Claim handling during high volume periods

Recommends:
Severity control activity within MCO
Granting authorization
Need for training/developmental activities
Changes in claim handling
Implementation of new/revised program/policy/procedure/strategy
Need for a new/revised program/policy/procedure/strategy
Need for interal/external communications

EXPERIENCE:
Six to nine years of Allstate claim adjusting experience or equivalent experience
Must obtain license(s) where applicable

WORKING CONDITIONS:
able to travel by car and/or overight by plane as needed

The above statements are intended to describe the general natur and level of work being perormed
by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities,
duties and skills required of peronnel so classifed.
3
H000002880
ADDENDUM
JOB TITLE: Claim Controller
BUSINESS UNIT: Propert
Job Requirements
able to concentrate on tasks on a consistent basis

JOB CODE:
EFFECTIVE DATE:
able to apply concepts based on law, contracts, case law, company policy, and/or procedure
able to evaluate and assess materials received from outside vendors
able to conduct oral communications via telephone and in person
reliable attendance
able to manage multiple tasks as assigned
able input data to CRT, personal computer and review stored data
able to input and retrieve data by using Company electronic equipment or other similar,
compatible electronic equipment
able to visually inspect loss sites, including climbing onto roof tops
able to perceive and distinguish emotions in telephone conversations
able to visually and physically inspect damages
able to conduct in person meetings with members of the public in locations other than an Allstate
office
able to convey detailed, imporant, complex information to others accurately and quickly
able to deal with adversarial confrontations
able to compute data by means of addition, subtraction, multiplication, division, and percentage
calculations
able to use office equipment, such as, personal computer; lap top; facsimile machine; copy
machine; voice recorder; pager

4
H000002881
JOB TITLE: SERVICE TEAM LEADER JOB CODE:
BUSINESS UNIT: Proper EFFECTIVE DATE:
PURPOSE:
To direct the activities of a team of coordinators, adjusters, and clerical so as to achieve its goals of customer
serice, cost containment, employee development, employee satisfaction, and employee retention.
JOB RESPONSIBILITIES, ESSENTIAL FUNCTIONS AND DUTIES: (Refer to the
responsibilities of the job and corresponding Essential Functions and Duties which furher describe
what occurs in the perormance of the Responsibility.)
T. Manage Human Resources
J Evaluate employees' perormance
J Administer salar adjustments.
J Develop employees in accorance with their abilities and company needs.
J Implement the Company's Affirmative Action goals for the selection, training, development and
promotion of minority grup members and women.
J Recruit, hire and train qualified candidates.
J Provide ongoing coaching.
Z. Achieve standards of productivit, qualit and timeliness as established through efficient utilization of
resources.
J Direct the work flow of the team.
J Establish and communicate perormance standards.
J Monitor perormance through appropriate reviews and communicate them.
J Utilize management information repors to identify performance trends.
p Provide leadership.
J Drive performance through inspired leadership.
p Lead team members through change.
J Recognize perormance of team members.
H000002882
JOB TITLE: SERVICE TEAM LEADER JOB CODE:
3. Assure the team's compliance with company policies. procedures. processes. and reporting
requirements.
p Train employees on policy, procedures, processes, and reporing requirements.
p Monitor perormance through appropriate reviews.
p Utilize management information repors.
4. Achieve levels of customer satisfaction as established by the company
J Train employees on cutomer interation skills including company designed workshops and role play
p Monitor performance through appropriate reviews, oberations, and communicate them.
p Resolve customer concers and conflicts.
. Supor company initiatives and directives.
Lead employees through process change.
. Perorm other duties as assigned
KNOWLEDGE: (Refer to the knowledge usually necessar to meet the expected level of overall
J Company benefits.
J Company organization and structure.
p Interdeparmental relationships and functions.
p Company policies and procedures.
J Training techniques.
p Company suppored technologies.
p Claim file procedures
p Claim investigation evaluation and settlement techniques.
p Liability analysis.
p Claim policy and procedure.
p MCO organization and functions.
p CCPR processes
J Property policy and procedures.
SKILLS/ABILITIES: (Refers to the Skill and Ability usually necessar to meet the expected level of
General Working Skill/Abilit:
p Organize own work flow and lead others to do so also.
p Lead meetings.
p Retain and give directions to outside expers in the claim process as needed.
p Problem solving with regard to process, procedures, and human relations.
Advanced Working Skill/Ability
p Interpersonal skills.
p Oral ,written, and telephone communications.
p Leadership.
p Resolve and manage conflicts including resolving customer concers .
J
Able to prioritize and manage multiple tasks as assigned.
J Employee motivation
H000002883
JOB TITLE: SERVI CE TEAM LEADER
J Repors to Market Claim Manager.
JOB CODE:
J Leads the activities of up to approximately coordinator, adjuster, and/or other employees within
the MCO.
J Leads the activities of any team as assigned .
J Participates with other Serice Team Leader s in achieving MCO/Company results.
DECISION MAKING:
Aproves:
J Claims disposition within individual authorization.
J Training of employees.
J Granting authorization.
Recommends:
J Claim disposition in excess of individual authorization
EXPERIENCE:
J Three to five years of Allstate claim adjusting experience or equivalent experience
J Must obtain license(s) where applicable
WORKING CONDITIONS:
J able to travel by car and/or overight by plane as needed
by people assigned to this job. They ar not intended to be an exhaustive list of all rsponsibilities,
duties and skills rquird Opersonnel so classified.
H000002884
JOB TITLE: SERVICE TEAM LEADER
ADDENDUM
Checklist: Physical and Mental Requirements
p able to concentrate on tasks on a consistent basis
JOB CODE:
EFFECTIVE DATE:
p able to apply concepts based on law, contracts, case law, company policy, and/or procedure
p able to evaluate and assess materials received from outside vendors
p able to conduct oral communications via telephone and in person
p reliable attendance
p able to manage multiple tasks as assigned
p able to input data to CRT, personal computer and review stored data; able to input and retrieve data
by using Company electronic equipment or other similar, compatible electronic equipment
p able to visually inspect loss sites including climbing on to roofs
p able to perceive and distinguish emotions in telephone conversations
p able to visually and physically inspect damages
p able to conduct in person meetings with members of the public in locations other than an Allstate
office
p able to travel by car and/or overight by plane as needed
p able to convey detailed, imporant, complex information to others accurately and quickly
p able to deal with adversarial confrontations
p able to compute data by means of addition, subtraction, multiplication, division, and percentage
calculations
p able to use office equipment
p personal computer
p lap top
p facsimile machine
p copy machine
p voice recorder
p pager
H000002885
JOB TITLE: QUALIT EVALUATOR JOB CODE:
BUSINESS UNIT: Property EFFECTIVE DATE:
PURPOSE:
To evaluate and assess claim settlements completed by Allstate adjusters in such a manner to comply with
proper and approved "estimating techniques as established by Property Process Master.
To transfer technical expertise through coaching and training of propery adjusters
To assist management in creating strategies to address property severity through review and ongoing
analysis of settlement data.
JOB RESPONSIBILITIES. ESSENTIAL FUNCTIONS AND DUTIES: (Refer to the
. Assure claims are fairly and accurately evaluated i n accordance with established standards of quality.
p Determine appropriate settlement amounts
2. Conduct UnitMCO Training
Prepare training course material and facilitate classroom training
p Conduct on-the-job training (one on one, group)
Counsel with employees on claim evaluation matters
p Assist people in self-instruction/study programs
3. Achieve Optimum Customer Service
Maintain a coureous and professional demeanor in all dealings with the public; identif issues and
use judgment and discretion to apply PCCSOs' Guiding Principles and PCCSOs' Code of Ethics
Interact with Allstate's policyholder and take all steps necessar to ensure that each is satisfied in
keeping with Allstate's commitment to customer serice.
4. Provide Input Based On Experise
Act as a resource for Claim staff on complex Claim matters
Consult with MCO management on high severity claims
. Perform Other Duties As Assigned
KNOWLEDGE: (Refers to the knowledge usually necessar to meet the expected level of overall
Company objectives
p Unfair claim practices act
p State(s) insurance rules and regulations
Where applicable, legal requirements (restrictions, guidelines, general laws, contracts, directives)
Estimates/appraisals
H000002886
] Policies ( homeowners)
J Settlement values
p File procedures
p Decision justification (approval or denial)
J Legal requirements (restrictions, guidelines, general laws, contracts, directives)
Procedural documentation
Accupro Estimating System

SKILLS/ABILITIES: (Refers to the Skill and Ability usually necessar to meet the expected level of
Motivate (develop positive climate)
p Plan( establish goals and objectives)
Coordinate (work with others towards a goal)
Interpret Company repors
p Technical experise (construction knowledge, damage evaluation and repairs)
Advanced Working Skill/Abilit:
Coaching
9 Oral, written, and telephone communications
Able to prioritize and manage multiple tasks as assigned, self starter
Facilitation
p Solve Problems
Train Employees
p Analysis and sharing of technical information and repair techniques
Reports to Market Claims Manager CPS
Suppors STL PE regarding training needs, estimating issues & data findings
Provides, obtains or exchanges information with insureds, claimants, among others
Involved extensively in reviewing property estimates
Shares information and recommendations for improvement with management staff

DECISION MAKING:
Aproves
Compliance of Individual Adjusters estimating skills
Recommends:
Severity control activity within MCO
Need for training/developmental activities
Enhancements adjustments to Accupro estimating System
Changes in claim handling
Selection of training plans and materal
Need for interal/exteral communications
EXPERIENCE:
Proficient propery claim adjusting experience
J Commitment to the objectives and philosophies of Allstate
Z
H000002887
WORKING CONDITIONS:
J able to travel by car and/or overight by plane as needed
Job Requirements
p able to concentrte on tasks on a consistent basis
J able to conduct oral communications via telephone and in person
J reliable attendance
able to manage multiple tasks as assigned
J able to input data to CRT, personal computer and review stored data
able to input and retrieve data by using Company electronic equipment or other similar,
compatible electronic equipment
able to visually inspect property loss scenes
able to perceive and distinguish emotions in telephone conversations
able to visually and physically inspect damages
able to convey detailed, imporant, complex information to others accurately and quickly
able to deal with adversarial confrontations
able to compute data by means of addition, subtrction, multiplication, division, and percentage
calculations
able to use office equipment, such as, peronal computer; lap top; facsimile machine; copy
machine; voice recorder; pager
The above statements ar intended to describe the general nature and level of work being perormed
by people assigned to this job. They ar not intended to be an exhaustive list of all responsibilities,
duties and skills required of personnel so classifed.
3
H000002888
JOB TITLE: Outside Claim Serice Coordinator JOB CODE:
BUSINESS UNI T: Propery EFFECTIVE DATE:
PURPOSE:
To identify, direct, and coordinate the necessary resources on claims to ensure the customers' complete
satisfaction and achieve company goals.
T. Achieve Optimum Customer Serice
Maintain a courteous and professional demeanor in all dealings with the public; identif issues and
Interact with Allstate's policyholders and claimants and take all steps necessar to ensure that
each is completely satisfied in keeping with Allstate's commitment to customer serice
Manage case workload as assigned in a timely and productive fashion
Act as owner of the customer relationship
Assure the customer is kept informed of claim disposition
Provide complete and thorough explanations to the customer
Provide a hassle-free claim experience for the customer
Z Direc the file activities
J Identify appropriate use of resources for claim handling
J Provide guidance and direction to the resources on daims
Assure appropriate and timely follow up with the customer
Initiate and direct subrogation handling
. Assure daims( when applicable) are fairly and accurately evaluated in accordance with
established standards of quality and timeliness
J Evaluate coverge applicable in each loss situation
Determine mitigation/emergency serice needs and coordinate serices
J Determine ALE needs; evaluate and handle
J Communicate ofer or denial to proper persons
Negotiate settlement and authorize payment on behalf of Allstate
J Document the claim file with recommendations, evaluations and decisions regaring customer
serice actions
Evaluate policyholders for insurance risk factors and as appropriate communicate with Allstate's
Underriting Deparment
4. Develop and enhance agent relationships
J Inform agent of notice, status (where applicable), and closure of claim
Seek agent involvement (where appropriate) with customer concers
H000002889
JOB TITLE: Outside Claim Seri ce Coordinator
. Paricipate in Team/MCO Training
p Attend and successfully complete all required Tech-Cor courses
p Complete other applicable training courses as directed
p Attend training sessions as a paricipant
p Attend meetings to obtain and share information
Assist in the training/development of other employees
. Perorm Other Duties As Assigned
JOB CODE:
KNOWLEDGE: (Refers to the knowl edge usually necessar to meet the expected level of overall
perorance for the position)
Decision justifiction (approval or denial)
Where applicable, summons and complaints
p State(s} insurance rules and regulations
p Mainframe capabilities
p Structure/content estimating
p Settlement and release options
p Subro practices and file preparation
p Company organization and structure
p Policies
Coverage evaluation
ALE evaluation
p Subrogation identification
Mitigation/emergency serices identifiction
p Structure/content evaluation
p Accupro and PEC
Vendor relations
File procedures
SKILLS/ABILITIES: (Refer to the Skill and Ability usually necessar to meet the expected l evel of
p Interpersonal skills
File documentation
p Confirm/gather additional loss facts
Structure/content evaluation
p Agent relations
p Train employees
Advanced Working Skill/Abilit
Customer relations/communications (CFQ)
Face to face customer interactions
Oral , written, and telephone communictions
H000002890
JOB TITLE: Outside Claim Sericr Coordinator
Advanced Working Skill/Ability (cont.)
Empathize with insureds, claimants
Listen
Persuade and influence
JOB CODE:
Organize own work flow and manage claims as assigned in a timely fashion
Coordinate file activities (work with others towards a goal)
Retain and give directions to other resources in the claim process as needed
Resolve and manage conflics during the course of each claim settlement
p Structure/content estimating
1 Able to prioritize and manage multiple tasks as assigned
1 Act on claims professionally
p Repors to Serice Team Leader
p Provides, obtains or exchanges information with insureds, adjusters, among others
p Participates with other team members in achieving team results
p Provides guidance and direction to adjusters
DECISION MAKING:
Aproves:
Claims disposition within individual authorization
Recommends:
Claim disposition in excess of individual authorization
EXPERIENCE:
WORKING CONDITIONS:
Able to travel by car and/or overight by plane as needed
The above statements are intended to describe the general nature and level of work beinperormed
by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities,
duties and skills rquired of personnel so classified.
H000002891
JOB TITLE: Outside Claim Serice Coordinator
BUSINESS UNIT: Proper
ADDENDUM
p able to concentrate on tasks on a consistent basis
JOB CODE:
EFFECTIVE DATE:
p reliable attendance
p able to manage multiple tasks as assigned
p able to input data to CRT, personal computer and review stored data; able to input and retrieve data
p able to visually inspect loss scenes including
p able to perceive and distinguish emotions in telephone conversations
p able to visually and physically inspect damages
able to conduct in person meetings with members of the public in locations other than an Allstate
office
p able to travel by car and/or overight by plane as needed
p able to convey detailed, imporant, complex information to others accurately and quickly
p able to deal with adversarial confrontations
p able to compute data by means of addition, subtraction, multiplication, division, and percentage
calculations
able to deal with multi demands and stressful situations
p able to use office equipment
p personal computer
lap top
facsimile machine
copy machine
voice recorder
p pager
H000002892
JOB TITLE: I nside Claim Coordi nator JOB CODE:
BUSINESS UNIT: Propery EFFECTIVE DATE:
PURPOSE:
To identify, direct, and coordinate the necessary resources on claims to ensure the customers' complete
satisfaction and achieve company goals.
T . Achieve optimum customer serice
J Maintain a coureous and professional demeanor in all dealings with the public; identify issues and
J Interact with Allstate's policyholders and claimants and take all steps necessar to ensure that
each is completely satisfied in keeping with Allstate's commitment to customer service
J Manage case workload as assigned in a timely and productive fashion
J Act as owner of the customer relationship
J Assure the customer is kept informed of claim disposition
J Provide complete and thorough explanations to the customer
J Provide a hassle-free claim experence for the customer
Z
Direct the file activities
J Verify appropriate use of resources for claim handling
J Provide guidance and direction to the resources on claims
J Assure appropriate and timely follow up with the customer
J Initiate and direct subrogation handling
3. Assure claims( when applicable) are fairly and accurately evaluated in accordance with
established standards of quality and timeliness
J Evaluate coverage applicable in each loss situation
J Determine mitigation/emergency service needs and coordinate serices
J Determine ALE needs; evaluate and handle
J Communicate offer (for fast track claims only) or denial to proper persons
J Negotiate settlement (for fast track claims only)/denial and authorize payment on behalf of Allstate
J Document the claim file with recommendations, evaluations and decisions regarding customer
service actions
J Evaluate policyholders for insurance risk factors and as appropriate communicate with Allstate's
Underriting Department
4. Develop and enhance agent relationships
J Inform agent of notice, status (where applicable), and closure of claim
J Seek agent involvement (where appropriate) with customer concers
l
H000002893
JOB TITLE: I nside Claim Coordinator
. Paricipate in Team/MCO training
JOB CODE:
p Attend and successfully complete all required Tech-Cor courses
p Complete other applicable training courses as directed
p Attend training sessions as a paricipant
p Attend meetings to obtain and share information
p Assist in the training/development of other employees
. Perform other duties as assigned
KNOWLEDGE: (Refers to the knowledge usually necessar to meet the expected level of overall
p Decision justification (approval or denial)
J Where applicable, summons and complaints
p State(s) insurance rules and regulations
J Structure/content evaluation/estimating
J Accupro and PEC
p Vendor relations
J Settlement and release options
p Subro practices and file preparation
J Company organization and structure
p Policies
p Coverage evaluation
p ALE evaluation
p Subrogation identification
p Mitigation/emergency serices identification
p File procedures
SKILLS/ABILITIES: (Refer to the Skill and Ability usually necessar to meet the expected level of
p Interpersonal skills
p Face to face customer interactions
p File documentation
p Confirm/gather additional loss facts
p Structure/content evaluation/estimating
J Agent relations
p Train employees
Advanced Working Skill/Abilit
p Customer relations/communications (CFQ)
J Oral , written, and telephone communications
J Empathize with insureds, claimants
p Listen
Z
H000002894
JOB TITLE: I nsi de Claim Coordinator JOB CODE:
Advanced Working Skill/Abilit (cont.
J Persuade and influence
Organize own work flow and manage claims as assigned in a timely fashion
Coordinate file activities (work with others towards a goal)
J Retain and give directions to other resources in the claim process as needed
J Resolve and manage conflicts during the course of each claim settlement
J Mainframe capabilities
J Able to prioritize and manage multiple tasks as assigned
J Act on claims professionally
J Repors to Serice Team Leader
J Provides, obtains or exchanges information with insureds, adjusters, among others
J Paricipates with other team members in achieving team results
p Provides guidance and direction to adjusters
DECISION MAKING:
Aproves:
J Claims disposition within individual authorization (fast track claims only)
Recommends:
J Claim disposition in excess of individual authorization (fast track claims only)
EXPERIENCE:
J Must obtain license(s) where applicable
WORKING CONDITIONS:
J
by people assigned to this job. They are not intended to be an exhaustive list of all responsibiliies,
duties and skills requird of personnel so classified.
3
H000002895
JOB TITLE: I nside Claim Coordinator
ADDENDUM
J able to concentrate on tasks on a consistent basis
JOB CODE:
EFFECTIVE DATE:
J able to apply concepts based on law, contracts, case law, company policy, and/or procedure
J able to evaluate and assess materials received from outside vendors
J reliable attendance
J able to manage multiple tasks as assigned
J able to input data to CRT, personal computer and review stored data; able to input and retrieve data
J able to perceive and distinguish emotions in telephone conversations
J able to conduct in person meetings with members of the public
J able to convey detailed, important, complex information to others accurately and quickly
J able to deal with adversarial confrontations
J able to compute data by means of addition, subtraction, multiplication, division, and percentage
calculations
J able to use office equipment
J mainframe system
J lap top
J
facsimile machine
J
copy machine
voice recorder
J pager
4
H000002896
Ap endix HDS
H000002897
PGMNAME PROPERTY WORKFLOW SYSTEM DATE
###
REMINDER: CONTACT PENDING SHOULD BE REVIEWED SEVERAL TIES DAILY
###
01 - CONTACTUPDATE
02 - CONTACTPENDING
03 - INVOLVED PERSON STATEMENT
04 - SCHEDULE FOLLOW UP
05 - REVIEW FOLLOW-UP
06 - DIARY
07 - CLAI ASSIGNMENT MESSAGES
08 - CLIENT. FILE (deliver when available, not in 7/13/98 delivery)
SELECTION:
CLAI NUER:
INVOLVED I:
ENTER ACITY: 10-LRS 11-CCS 16-DIECTORY 22-CSS
Claim number would be needed fr selectons 01, 03, 04, 06 and 08. Involved I would be needed fr
selections 01, 03(to add a stt) and 04. Selecton 1 would tansfer to new screen fr capturing coordinator
contacts. Selection 2 would tansfer to contact pending screen (property only). Selecton 3 would tansfr
to the statement list screen claim number and involved id and claim level list screen Hclaim number
only. Selection 4 would tansfer to schedule fllow-up screen. Selection 5 would tansfr to review
fllow-up screen. Selecton 6 would tansfr to diary. Selecton 7 would tansfer to claim assignment
messages (WON0620). employee signed on has messages pending selecton 7 will be highlighted.
Selecton 8 would tansfr to client fle. Trafc directors at bottom of screen will tansfer to applicaton as
indicated. To get connection to client fle the progm g team that handles client file needs 10 weeks
fom request date to comlete. Te client fle connection will be delivered at a later time. We need to
identif what security levels would have access to what selections. 6/3/98 At tis time we will only have
one level of authorization. Will request PWS 01 as application access codes.
H000002898
PROGNM
CLAI NUMBER:
LOSS REPORT DA TE:
** CONTACT UPDATE ** DATE
CUSTOMER NAME: POLICY NUMER:
COORNATOR DESK: COORINATOR NAME:
PROCESSCD: IF9: TRIAGECD:
INITIAL EMPLEMPL METHOD FIAL EMPLEMPL METHOD
TYPE TYPE
ISURED CONTAC:
AGENTCONTACT
m
CLEAR-CANCEL Fl-HLP F3-RETIJN
METOD OF CONTACT codes:
1 - Phone
2 - Mail
3 - Mperson
Triage codes:
- Inside Coordinator
2 - Outside Coordinator
3 - Express
4 - Non-process
5 - Volume process
Empl Type codes:
1 - Inside Coordinator
2 - Outside Coordinator
3 - Express
Process codes:
- fre
2 - lighting
3 - water
4 - feezing
5 - wind
6 hail
7 thef
8 - vehicle
9 - oter
EDITS: Inital contct date: must be equal or geater tan the loss report date. Agent contact date: must be
equal to or greater than the loss repor date. Need to display employee type (inside, outside coordinator or
express) if employee is performing a diferent role than what is normal allow to be overlayed and saved.
Display contact by as person updatng screen, if diferent allow to be overlayed. Both process code and
tiage code will be stored at the claim level. This screen will be executed fom new menu fr property
workow system.
H000002899
ON0560 ** UPDATE ASSIGNMENT - NON-AUTO ** 05/12/98
LOC: 1300
CLAI NUMBER: 1 840002644 DESK: EOl LRS ID:Ol COY: LREASSIGN NUMBER: 1
LRS DATE: Ol 0298 ASSIGNDATE: 01 1 598 CLOSE DATE:
CUSTOMER NAME LAST: WALES
FIST: ERI
MOI: 01-FLD SUB-PROCESS CD:
EML I: DF23 INSPECT DA TE:
REPAI FIM:
DELETE(Y)
VENDOR I: NAME:
ESTIATE DATE: EST$:
DATE PAI: TOTAL PAI$:
ESTIMATEDATE: ESTIAT$:
VENDOR EML I:
CONTROL NUMER:
CUSTOMER CALLBACK DATE:
ADD VENDOR(Y): CLOSE ASSIGNMNT(Y): VERIY VENDOR DELETE(Y/N):
TRANSFER TOPROCESS(Y:
CLEAR-CANCEL PFl-HELP PF3-RETURN PF7-BACKWARD PF8-FORWARD
Need to add estmate date input feld. Need to change closure edit to require fields that are input on the
process screen (if CCPR non-auto ted on). Need to add a tansfer to te update process screens
dependent on te process code on assigment. Should we allow te tansfr to process update afer
closure? Should we add tis same process of tansfr to process dat in te browse mode (WON0350)?
Collect process date only on employees at tis time. Open up to vendors later.
H000002900
M0c0W0ctLLYM 0aa c0cc00 Uc0g a00c0t0SgacB Sctcc0S:
Modif the Dispatch main menu screen to add a new option fr passing into data
collection input screens fr gathering the key Homeowner CCPR results.
ON0200
AA
DISPATCH SYSTEM MAIN MENU
AA
01/2 1/98
1
2
3
4
5
6
7
8
9
- DISPATCH ASSIGNMENT 10
- UPDATE ASSIGNMENT 1 1
- TRANSFER ASSIGNMENT 12
- CLAIM ASSIGNMENT MESSAGES 13
- BROWSE ASSIGNMENT 14
- UPDATE SUPPLEMENT ASSIGNMENT
- DRIVE- IN LOG
- VENOR MENU
- DISPLAY L3 00 INFORMATION
- QUALITY REINSPECTION INFORMATION
- CORRECTION/CANCEL/REOPEN MENU
- CATASTROPHE MENU
- CROSS REFERENCE DISPLAY
- TRANSFER SUPPLEMENT ASSIGNMENT
15 - RECONCILIATION
16 - CREATE UCP/AF ASSIGNMENT
17 - ADDITIONAL MEASUREMENTS
18 - HOMOWER CCPR PROCESSES
SELECT OPTION: 1
CLEAR-CANCEL PFl-HELP PF3 -RETURN
H000002901
ON0610 UPDATE HOMEOWNER PROCESSES
FOR INDIVIDUAL UPDATE ENTER
CLAIM NUER: LRS ID:
OR
TO DISPLAY LIST OF ALL SELECT
PROCESS CD: AND/OR
EMPLOYEE ID ( ? ) :
CLEAR-CANCEL PFl-HELP PF3 -RETURN
OR
04/24/98
COVERAGE :
VENDOR ID ( ? ) :
H000002902
PROGNM
SEL
(X)
CLAI
NUMER
** LIST OF HOMEOWNER PROCESS ASSIGNMNTS **
LRS CUSTOMER
I COV NAME
PROCESS EMNEND
CD I
TOTAL:
CLEAR - CANCEL F3-RETURN F7-BACKW ARD F8-FORW ARD
DATE
H000002903
On the fllowing screens, automatically populate felds where data is already available
through the assigment process. These feld ae fr display/infrmation puroses only.
e.g. assignment closure date, MOI , etc.
PRDC HIJRIL PRDC899 DA18
CLAIM NUER: 1234567890 EMP NAME : PROCESS CD: IN PROCESS:
INSPECTION TYPE : INITIAL SERVICE CALL : INSPECTION DATE :
ON-SITE EST: (Y/N) _CUST HO AT INSPECT: ( Y/N) _ON ROOF INSPECT: (1 -5) :
COMPLEXITY OF ROOF: ( l-3) TYPE OF ROOF: (1 -9) IF 9 :
SCOPE ROOF DAMGE: (l -5)_ACCUPRO USED FOR EST( Y/N) :_EST COMP DATE :
CHECK ISSUED ON- SITE: ( Y/N)_CWP REASON CD: (1-3)_SETTLE SERVICE CALL :
GROSS EST ROOF: NET EST AMT: -- DED:
GROSS EST OTHER STRUCT/CONT/ALE: NET EST AMT:
SURO SUMISSION TYPE: SURO MTRIX COMPLIANCE: (Y/N)
MNAGEMT WITE OFF DATE: INSUED REPRESENTATION:
TRANSFER TO ( S) :
CLEAR-CANCEL Fl-HELP F3 -RETU
Each feld with a numbered choice will have F l - feld help with the coresponding valid
choices to select fom.
Lroof inspection:
- Yes
2 - Roof to stee
3 Exposure too high
4 - Cause fher damage
5 - Weather
Scope roof damage:
- No covered damage
2 - Replace slopes
3 - repair slopes
4 - Full roof replacement
5 - Repair/replace slopes
Subro submission type:
- Product Liability Case
2 - Workmaship Issue
Roof Complexity:
1 Simple
2 - Cut-up
3 - Complex
Roof Type:
1 - Composition
2 - Barrel Tile
3 - Wood Shaes
4 Flat Built-up
5 Cement Tile
6 Slate
! - Metal
3 - Other than insured
CWP Reason Codes:
1 - No coverage
2 - No covered damage
3 - Below Deductible
Rolled
V - Other (please specif)
Insured Reresentation:
0 - None
1 - P/A
2 - Attomey
4 - Did not submit to subro
H000002904
FROG N HA1BR CLAIH PRDC899 DA18
CLAIM NUMBER: 1234567890 EMP NAME: PROCESS CD: IN PROCESS:
INSPECTION TYPE : INITIAL SERVICE CALL: INSPECT DATE :
ESTIMATE COMP DATE: SETTLEMENT SERVICE CALL: CLOSE DATE :
TIER LEVEL: (l - 4) ON-SITE EST: (Y/N) CHECK ISSUED ON-SITE: (Y/N)
CWP REASON CD: (1 -3)
MITIGATION ATTEMPTED: (Y/N) MITIGATION SUCCESSFU: (Y/N)
CLEANING VOR ASSIGN DATE: CLEANING AMOU:
SURO SUMISSION TYPE ( 0-3) : SURO MTRIX COMPLIANCE: (Y/N)
MNAGEENT WITE OFF DATE: INSUED REPRESEATION:
TRANSFER TO ( S) :
CLEAR-CANCEL Fl -HELP F3 -RETURN
Each feld with a numbered choice will have Fl - feld help with te coresponding valid
choices to select fom.
CWP Reason code:
1 - No coverage
Subro Submission tye:
\ - Product Liability Case
2 - Workanship Issue
3 - Other than Insured
Tier Level :
1 -
2 -
3 -
4 -
Insured representation:
0 - None
\ - PIA
2 - Attorey
H000002905
PRDC FTR8 91RCCTR8 PRDC899 DA18
CLAIM NBER: 1234567890 EMP NAE : PROCESS CD: IN PROCESS:
INSPECTION TYPE : INITIAL SERVICE CALL : INSPECTION DATE :
ESTIMATE COMP DATE : ESTIMATE AMT: SETTLEMENT SERVICE CALL :
ON-SITE EST: (Y/N) CHECK ISSUD ON-SITE: (Y/N) DED: CLOSE DATE :
CWP REASON CD: (l-3) SURO SUMISSION TYPE (0-3) SURO MTRIX COMPLIANCE: (Y/N)
MNAGEENT WITE OFF DATE:
CLENING VNOR ASSIGN DATE:
TRANSFER TO ( S) :
CLEAR-CANCEL Fl-HELP F3 -RETURN
INSUED REPRESENTATION:
CLENING AMOUT:
Each field with a numbered choice will have Fl - field help with the coresponding valid choices to select fom.
CWP Reason code:
1 - No coverage
Insured representation code:
0 - Not represented
1 - PIA
2 - Attomey
Subro submission type code:
1 - Product Liability Case
2 - Workanship Issue
3 - Other tha Insured
Deductible should be displayed in dollars not percent. If deductible is stored as a percent convert to dollas then
display. Initial serice call edit: can't be befre assig date. Inspection date edit: can't be befre assig date.
Estimate complete date edit: may be equal to but not befre inspection date. Settlement serice call edit: may
be equal to but not befre estimate complete date. All dates must be valid, ca't be future dates and ae required
fr closure.
Issues: Will we collect all service calls fr all assigments (both in ad out of process)? YES 5/21 We will
continue to collect curent data felds on the estimate on WON0560. (Yes). New edits will be put in place fr
closure (required felds fom the process screens). Allow transfr between WON0560 ad the process screens.
Should we only collect data on employee assignments? Transfr to payment and supplements screens values P
and S in tansfr question (F5 and F6 fom prior screen desig).
H000002906
PRDC FIR8 CDHW9 PRDC899 DA18
CLAIM NER: 1234567890 EMP NAME : PROCESS CD: IN PROCESS :
INSPECTION TYPE : INITIAL SERVICE CALL: INSPECTION DATE :
EST COMP DATE : EST AMT: SETTLEMENT SERVICE CALL :
ON-SITE EST: ( Y/N) ON-SITE INVENTORY DATE: CHECK ISSUD ON-SITE: ( Y/N)
CLOSE DATE : INSURED REPRESENTATION: CLEAING VENDOR ASSIGN DATE :
CLENING AMOUT: CWP RESON CD: ( l-3) SURO SUMISSION TYPE: ( 0-3)
SURO MTRIX COMPLIANCE: (Y/N) MNAGENT WITE OFF DATE:
TRANSFER TO ( S) :
CLEAR-CANCEL Fl-HELP F3 -RETURN
Each feld with a numbered choice will have Fl -feld help wit the corresponding valid choices to select fom.
CWP Reason code:
1 - No coverage
Subro submission type code:
1 - Prduct Liability Case
2 - Workaship Issue
3 - Other than Insured
0 - Did not submit to Subro
Insured representation code:
0 - Not represented
1 - P/A
2 - Attomey
Issues: all sae fom the fre stcture screen. Edits fr all dates would also be the same. Cross edits fr all
processes on subro submission to maagement write-off date if subro 1-3 mgt date required.
H000002907
PROG NM BROWSE SUPPLEMENT DATE
SUPPLEMENTS :
DATE COMP/DENIED : AMOUNT: SUP TYPE :
DATE COMP/DENIED: AMOUNT: SUP TYPE :
DATE COMP/DENIED: AMOUNT: SUP TYPE :
CLEAR-CANCEL F3 -RETURN
Do we need to show empl/vend name? How many lines should we display? Do we need paging (more
than 3 supplements?) Display only supplement Q coverage of assignment corg fom or display all
supplements fr claim number?
Change the supplement update screens and help fr additonal supplement types (ignore if type listed
already exists):
Unsat Cleaning, Unsat Repair, Incorrect measurement, Incorect pricing, Cleaning vendor sup, AE,
Expense payment, oter (aren't some of tese tan reason codes not sup types?)
H000002908
PROGNM ** QUALITY REINSPECION INFORMATION **
CLAI NUMER:
MOI: EMND I:
REPAI STATUS: (BID/A)
SUPPLEMENT REINSPECT:
****
EXCEPTION
AREA
EXCEPTION
TYPE
LRS I: COV: PERIL: PROCESS CD:
EMND NAME:
REINSPECT EM I: REISPECT EM DT:
SUPPLEMENT CREA TE DT:
EXCEPTIONS ****
ESTIATE
AMOUNT
REINSPECT
AMOUNT
AMOUNT
DIFERENCE
CLEAR-CANCEL Fl -HELP F3-RETURN F9-PRT SCREEN
Patter afer WON0760 only diferences would be Uexception area (codifed values) and edit to
exception type.
DATE
H000002909
PROGNM ** QUALITY REINSPECTION INORMATION ** DATE
CLAIM NUMER: LRS I: COV: PERIL: PROCESS L:
MOI: EMNEND I: EMNEND NAME:
REPAI STATUS: (BID/A) REINSPECT EM I: REINSPEC EM DT:
SUPPLEMNT REINSPECT: SUPPLEMENT CREA TE DT:
*** REINSPECION ***
ORIG EST:
DOLLARS SAT:
%SAT:
ECONMIC OPP $:
ECONMIC OPP %:
SUPPLEMENT AMT PD:
DOLLARS SAT:
%SAT:
ECONMIC OPP $:
ECONMIC OPP %:
COMENTS:
NEXT CLAI#: LRS I: COV CD: MOI:
REI/REV DT: RE-REISP DT: REI/REV:
CLEAR-CANCEL Fl-HELP F3-RETURN F9-PRT SCREEN
EMLNEND I:
SUP CRTDT:
Possible use same screen fom auto (including reinspection and re-reinspection WON0770). When writing
to DB2 table will need to identif non-auto CCPR reinspections and re-reinspections (use codes 8 and
9).
H00000291 0
Georgia Property Test- ICSS Results fr Claims Closed from lJlJO through 0/1 U/JO
Overall satisfaction K|Atlanta claims during this period was 77.8%
Overall satisfaction was 10 percentage points higher on claims that were handled by a CSC
1 00%
95%
90%
86%
85% 83%
80%
79%
75%
73%
70%
Overall Satisfaction Likelihood of Renewal
(1) Results are based on 135 ICSS surveys conducted during this period (64 claims handled by a CSC and 71 handled without a CSC)
(2) Claims without a CSC include:
- Claims opened andor closed before 213198
- Claims that did not go to a CSC due to abnormally high claim volume
(3) Macon claims are not included in either CSC or Non-CSC reults (Macon's overall satisfction during this period was 77.8% for 63 claims)
[Claims with a CSC
WClaims without a CSC
H00000291 1
Georgia Property Test - I CSS Results fr Claims Closed from /J/JO through 0/1 U/JO
Overall satisfaction has predominantly trended higher for claims with a CSC than claims without a CSC during this 1 1 week period
\ X \ X \X \X
1 00%
90% J%
80%
70%
&
V
60% -Claims with a CSC
Claims without a CSC M

50% W
40%
L
M
30%
C
20% ZJ%
10%
0%
2123- 312- 319- 3/16- 3123- 3130- 4/6- 4/13- 4/20- 4/27- 5/4-
3/1 d/b 3/1 5 3/22 3129 4/5 4/12 4/1 9 4/26 5/3 5/1 0
Claim Closure Dates
( 1) Missing dt points are the result of zero surveys being conducted fr that group during a given wek
(2) Reults are base on 13 ICSS sures conducte dring tis priod (64 claims hande by a CSC and 71 handle without a CSC} 0
H00000291 2
H0m80wu8M'CCPH
Im|8m8uaI|0uPIau
68l. 10, 1 99
H00000291 3
H00S0W0S|8 LLH
| 0S0S0S|00 S0
Pnt 1 n 1 QQR
H00000291 4
We are here with a new approach to Auto
CCPR
The "New Approach" to Auto CCPR
is all about leadership
Remember the - in severity and +10
in customer satisfaction we promised.
We are here to show you how to get that
- and +10! !
t
HOW BOAT CHART"
H00000291 5
or implemen ng.
We are here to support you in process
compliance and expert execution.
Intense Modeling, Role Playing and Coaching
We will help you prioritize your work.
We will help you focus.
e are going to give you tools to achieve
results you never imagined.
H00000291 6
We will show you how to lock in process
compliance through expert execution of
evepaae' saewJah.
And everyone does have a new job.
Let' s talk about our new roles in the
infrastructure of P-CCSO.
"SHOW INFRASTRUCTURE SLIDE"
,-./.;/ 7
//c ,a
Before1 continue . . ...... ..... .
Do the Cas folks know why they are here?
H00000291 7
You may have thought ....
Why am I going to an Auto meeting?
Although we' ve built Auto and Casualty
out of necessity, we now must merge the work,
we are all on the team, in the same game.
Let me give yu an example:
Sometimes I hear the Auto processes are
in confict with Casualty processes.
The example most often used is
comp negative calls.
Nothing could hefurther form the truth!
Wearea|||athe gameatpravah|e/deteadah|e
liability . . . . injur or not!
H00000291 8
I, and you, should expect them to apply
and win on that negligence call with the
claimant. Same is true if no injury.
Provable/efendable
Another example of confict between
Auto and Casualty CCPR is proper LOU
handling.
There is not a different standard for injured
claimants.
I never said to put all injured claimants in
Cadillacs or Mercedes ! ! !
We should approach transportation needs
(not automatic rental car) the same way
in unrep, as we do in the liability segment.
H00000291 9
If we owe it, explore all possibilities,
offer rental if warranted, in the appropriate
type vehicle and manage the number of days.
We need to work very hard to merge these two
efforts.
H000002920
I never said "Roll up Liability" !
If any leader, Auto or Casualty,
makes a call on liability in a fle review,
whether an injury fle or not,
it should be the exact same call.
If an unrepped Claim Rep. determines 5/
negligence on the injured claimant,
but does not feel it is defend/provable.
They are to document their case, indicate they
are not going to use this issue in negotiations,
same is true of no injury.
However, if that same unrep person fnds 20/
provable liability on that injured claimant . . . . . . .
H000002921
WHAT ACCPR BRINGS UPSTATE NY
PROCESSES THAT WILL DRIVE IMPROVED CUSTOMER

SATISFACTION IMPROVED COST CONTAINMENT
SUPPORTING TOOLS TO HELP PRIORITIZE YOUR WORK
INTENSE . . . . . . . . . . . . . . . . . . MODELING OF BEHAVIOR
ABSOLUTE COMMITMENT TO UPSTATE NY

H000002922
WHAT ACCPR ASKS OF UPSTATE NY
PROVIDE AN ENVIRONMENT THAT ENCOURAGES/EXPECTS

CHANGE
BECOME ROLE MODELS OF CHANGE BEHAVIOR
HA VE "GREAT PA TIEN CE TO TRIN EVERYONE WITH HIGH

WILL
HAVE ZERO TOLERANCE FOR

LOW WILL
RESISTANCE TO CHANGE
LACK OF PROCESS COMPLIANCE
/`
H000002923
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H000002924
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H000002927
From:
To:
Date:
Subject:
Scott
FI. . .
John Reardon
SSMITH2, CBBJS, CBBQ6
7/31/98 11 :40am
Upstate New York Baseline - Forarded
Sue- can you get a copy of this to Deb and Scott also . .
Thx.
jbr
H000002928
From:
To:
LBO
Subject:
Gar Dundas
D47.PPCCLMS1 . MDONO
7/31/98 6:58am
Upstate New York Baseline
M
-
I faxed a copy of the baseline packet to Sue Winkelman to give to you this

'
morning - been having a little E * mail trouble.

Wanted to just give you a quick synopsis of results.
Damages: Qyerall quality was 88%. PRO came in at 87% , Field 90% and DI 87%.
Opportunities i n ERcomplance, writing est on a best case scenerio ,
teardown ( pending mgmt. will help ) and more oversight. The big 3 of repair
vs. replace , missed damage and no visible damage were common exceptions all
week. Good news i n that there is economic opporunity i n the damage arena.
Segmentation: Percent of files with improper liability decisions
lnsd. contact and assignment was 47% and 72%. Clmt. contacnment was
38% and 50%. Matrix compliance was 31 % with opportunities in clmt and insd.
driver statement and interiews and review est. and photos.
Total Loss: Determinas _84% based on 38 reinspections. Valuation is a
real opportunity withcuracy and an average $369.00 exception.
Settlement accuracy was 78% with an average variance of $223.00. Conditioning
is by far the biggest thing we saw this week.
Total Theft: !00% on verifcation of vehicle existence. Verification of theft
was 68% and matrix compliance 1 8%. Most of these areas are things we can work
to fix pretty quickly.
Good enthusiasm and suppor evident in CSA. Look forard to kick off week.
Think we will be very successful in CSA. Have already established many good
partnerships and identified opportunity areas.
Thanks,
Gar Dundas
CC: D47.PPCCLMS1 .CBBJG
H000002929
C
U
U
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Resu|ls oftheUstate NYC8A
Rensectonsand FIeRevews
WK 0Ju| yZ, 1 ddd
H000002930
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SUMMAY r FINDINGS
Dage - erll etmatng quality W G in ict at signi cant
prces compliance oppornit do exist Oerll Hestmatng quali
W 87, Field 90%, and Driven 87
Liabilit/Segmentton Liablldeision-aking rve indict signifcnt
opprnit W4% of fle having imprpe liabilit deisions or not having
sufcient infnaton W suppr te liabili deision. Insur Z hour contct
is 47., wile insur assignment is 72%. craimant contct and asignment ar
38% and 5% rpevely
Totl Los Totl 0 detninaton acurcy 84f. Subntal oppornit
exist in valuaton (19%} and te seteent prC (81).
Totl Tef - Veicle existnce WM verfe 100% of the time. Signifcant MC
opprni exist i n vrifcton of the tef (68%} and matx compliance (18)
T
H000002931
I
O
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+
SAMPLE SIZS FOR REINSPECTON RESULTS
BUFFALO PNPLVb HERITAGE Ml HUDSON SYRACUSE
|
L T T T T
U
|6Id 1 T J J TO T U
*
U
O
LOV 0 TZ T 1 4 T T Z
+-+
O
G
+
|
Totl 32 4 20 42 33
L
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.
.
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Sour: Rensnmms
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+
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2
L
.
L
0Wl
%
63
62
171
Z
H000002932
O
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OVERLL ESTIMATING QUALIT
rBfCB0l
UtPL UPLVl
HHL 0
M0
0 K
1O W
w' Ro oN
HLH MU HUbN HCU TOTA
W N
92 W
W
9 d
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H000002933
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.
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ASSESSMENT OF PRO ESTMATING QUALIT VS. OTHE
Percent
UlRB
I
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: ~Y
M
| Wm
WTNC
8m. m
1 M mN
"8w6W

W
|

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W
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4
H000002934
*
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L
.
L
ASESSMENT OF ESTtMATNG QUALI VS. OTHER BENCHMARKS
Pent
l00
w ~@- @w~y @~- =~~~~ *~~~
P
FM0
0
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on0WWN
1KW
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H000002935
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DISTRIBUTION LECEPTION TPE8 BY MOS/MOI
rB|CBD
1 0% T,J 1 0,
Al L00 Eons
Z
|
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|
Pror Damae
'
11
No Vsble Damage
T
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14
TT
l
HB0G0
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MG wDaage
T
1d
'
Reair vs Repace
1
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H000002936
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DISTRIBUTION OFECEPTION DOLL8 FOR FIELD & DRIVE-I N
B|CBR1OBXCBOG dollar
T00%
P||BfEtons*
0IDamage
Staighteing
NoVsible Damage
Ateate Repair Metod
Refnish
Misse Damage
Repair vs Relace
|
'
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TZ
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BUmALL LVL HHPL M|DmDSN UL
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H000002937
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DISTRIBUTION OF EXCEON DOLLRS FOR NON-ENTR &TOTAL PRO
6|06UtO6XO00 00II8O
l00X" $,01J =01 Z, -W
,
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H000002938
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OVERLL SUPPLEMENT QUALIT
Percent of exception dollars
wpct W 01
Al Ote Eom
MoNNK808g6
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SupememHC&B0h
&am.
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H000002939
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UMY NN
88@0 Orll WmBD0@ QU8QW8 00W,WRC0 00CW8I8@0C0t
QNC%80OmQ8RCBD0lQ000X8L w 0m8D0@ QB8
W88 A, BO, B0O NV00W.
L&DQB0D0 L80lQ008D08K0@ V0W 000W8@0C0I
DQQOO0QW 4 O70 h8V0@ mQNQf 80Q008O08Df 0OtR80@
80C00I0WH8D0 U80QN0 l&DQ008O0. l08024 0O0fCD0Ct
847%, W0lB insur B @0m00t 8 TZW. 8m80t 0O0CB0OW@0mB0IB
BRG W
OL0% D O8 G00BO0 BCC00W 84%. 0080D8 OQQDN0t
BX8W 0 V8l08O0 [T]B000S0D0m0RIM8[0].
1O1h0 Y00CB0X80C0W88 V0D0G T0% 00I0. @0mC80tQN8
OQQOH0Q0X8W 0V0fWO0 0fI0BI00[b8Wj 800mBDX 0DmQl8hC0 [TW].
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H000002940
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PMHLblZb LlPlL | Lbblb bUL
ML File review
BUFFALO 1Z
LPP Vc b
ML|PL b
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|
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Sourc: Labilit reuirent V|0W
! 1
H000002941
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FILE RIE RESULT
Pecnt of|esWRD |mproperl|ab|I|qde|sions
DJ 4
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H000002942
CONTACT REQUIREMENTS - I NSURED
Percent of files completed appropriatety
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24our COC
&+ + +&~ & &.= &
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24our PD assignment

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1
H000002943
CONTACTREOU| REMEN8 - CLMANT
Percnt 0fles complete appropriately
U
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H000002944
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MTIX COMPLNCE
B|CBRof HBSCDmBB B|O|B1Oly
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.
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.
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'
M8REcm
0N0Moccum fle
Clamat d&OOI(16.6%)
Rev|et $d phcms(16.6)
Clamat d0U|m(12.6%)
|nsu0V5MI0m0m ( 124%)
TS
H000002945
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SUMMARY OF FINDINGS
m8@0 - Wl Wm80@QU8lQW 00W, W0C0 R0CW Ih8I8@0BC0I
C08 CDBRC0OH0QUO0X8L PRO 0Dm80@ QU8Q
W880W , 0Om, 80D fV00 dW.
L80@00DD0- L80Q0W8OR8K0@ V0W 00CW 8@0C0I
OON0QWU4% m% D8VR@ lml80008O08Of0OI08V0@
8UC0I0ON8O0W80OM08000C8O0. 08UZ0OUf0O0WCI
|8 4W, W00R8UB @0m00 N TZW. 8m80I0O0C800 88@00RI8
0W80Gb MWV0
0Wl L O |00m08tO08C0CgW804W. 00808l OON0Q
0XM 0V8U8O0 [TW]8RG08W 0m00IDC0 [0].
OWl 0- Y00C0 0X0C0ws V0O0 TW O0 0. @0mC80I NC
OON0Q0X8W n V0HC8IO0 ofIh0Ih0{b0W] 800 m8X0OmlB0C0[T0W] W
TU
H000002946
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RESULT OF TOTAL LOSS REINSPECTONS ^ TOTAL CSA
BlneAccuy
WuW 0W
Ll08B0n 84% 1 0%
V8|U00 t9% 39 86%
Set 1W b3 d
P
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W.0 .WWW
1M- W0W- wnmJuW
AwmgVanancew
W 06f&m
[Be||ne)
0lN O

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H000002947
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SUMMAY FiNDfNGS
Dage Oerll etmatng quali W 88%, which ndicm ta signifcant
pces compliance opporni 0O exist Oerll etmatng qualit
WN 87% Field 9%, and Drve-n 87.
Liabili/Seenton - Liabilit deision.aking rview indict signicant
opporni W4% of fle havng imprp liabilit 008OR8 or not having
sufcient innaton to suppr te la0ilit deision. Insur Z hour Gntct
is 47, while insur asignment is 72. Claimant contct an0assignment &M
38% and 5% rpvely
Totl L Totl loss detninaton accurcy ws 84%. Subtntal opprnit
exist in valuaton (19%) and the sett emen pM (78%).
Totl Tef Vehicle existence was WN0 10% of te tme. Signifcnt prC
opprnit exst in VeNcaton of te tef (68%) and matix compliance (18%) .
Td
H000002948
RSULTS LLP THEF tL RIE - TOTA CSA
PercenIDflescompleIed aO0|a!ely
V0hO0x8l0DO vmMd
1W
VehcemeWO
MBcmplianc
Min excton
Pernt ocurnce in fle
Revie eJphotos (1 9%)
N LLM equip (1 9%)
Policire rep (16%)
Avege vlue/cr were
ho0Wdid D0l
oc r = M699
1 9
.
|
2
C
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G
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4
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H000002949
o00|0|L0300|80| pY00l|0g
o0pl0000|J U, J HHb
Hoaow^a|s'CCPH
| p' aa^tat|o^P' a^
H000002950
Homeowners' CCPR
Implementation Plan
Implementation Approach
Location of Training
Implementation Begins
Implementation Ends
of MCO's Implemented by:
Y6 1998
Y61999
of CCPR Resources
Team Members
Team Leaders
of Weeks per MCO
Train the Trainer

MCO
10/12/98
2126199
f 2
15
24 (2 per site)
3
Roof Fire
CCPR Trained CCPR Trained
MCO MCO
2/1/99 2/1 /99
1 1119/99 1 1/19/99
3 3
24 24
12 (6 per site) 12 (6 per site)
1 1
6 6
l
H000002951
Homeowners' CCPR
Fi nancial I mpact
1999
2000
F L Severity
Fir e Sav ings
- 1.6%
- 3.2%
(Savings of $21 mi l l i on)
EC Severity
HOOSavings
- .8%
- .9%
(Savi ngs of $1 2 mi l l ion)
2
H000002952
Homeowners' CCPR
Comparison of Pre-Test vs. CSC ICSS Results
100%
90%
80%
70%
M
U
U
T
60%
0
>
50%
O
b
40%
C
f
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30%
20%
10%
0%
00|gl8|0 |0008|0|0
(!)Per prr to tt Is 4SP97 for Gergia Prp and 1RP98 for Glhardle and Washingtn Prp
[2}CSC rult only Incude acal ICSS sur 0Wci hanl b a CSC sinc Wbinni of OW
Geia Prp (2)!Mcaims surey, Glnharle (6) 73 cis, Wahintn Prp (61) 59 cim
s
+
W880|0gl00m
0||00|||0|l0108l
LCbC b0N0y8
3
H000002953
UPSTATE NEW YORK AUTO CCPR KICK OFF
GOOD MORING
WOW, HA VE YOU WAITED A LONG TIME FOR AUTO CCPR! !
I TIUK YOU WILL FIN THAT EVERYTHING WE HA VE LEARNED AS WE HA VE GONE
ACROSS 1COUNTRY WBE TO YOUR ADVANTAGE
/!'
FROM THIS POINT FORWARD, PLEASE LISTEN DIFFERENTLY
WHAT WE SAY AND HOW W SAY HOW WDO IT IS ALL A METHODOLOGY
WE WILL BE DRAMATIC AND REDUNDANT BY DESIGN
MCM' S
WEDNESDAY NIGHT GARY, YOUR TEAM LEADER IS GOING TO TAKE YOU THROUGH A
REHEARSAL AN EDUCATION PROCESS
WHEN YOU RETURN TO YOUR MCOS YOU WILL BE GIVING THIS PRESENTATION TO
YOUR FOLKS
IT IS CRITICAL THAT YOU DO THIS PRESENTATION WITH PASSION, AND SINCERITY
WE HA VE LEARNED THAT ONE OF THE MOST CRITICAL ELEMENTS OF CHANGE BERA VIOR
IS EXPLAINING TO PEOPLE WWAR DOING WHAT WE DO.
SO AS I SAID LISTEN DIFFERNTLY
H000002954
Homeowner |m. Team
Oct ober Z1 , 1 99d
H000002955
H00B0W0B|0. BS0
LC0DB|ZT , T JJd
/
/

H000002956
P7TO
ALLSTATEYb NDUSTRY
PAID SEVERITY COMPARISON
BODILY INJURY
.
00
" " " " " " -
-
0.
-
-
.
0.7
90
80
4.
* - J.0

w " "
" "
.
77.0
7.
70
93 94
Source: Fast Track
l . YLMLAMI51KK 974
95 96
AIstatc lndust,
1Zmm
9
7
stQtr98
J
H000002957
J0
INDEX TO WJ
20
0
9J
mMrce.ml1rBck
I \CLMTEAM\FSTRK974
ALLSTATEYb NDUSTRY
PROPERTY DAMAGE
ZJ. ~
w
w
~
w
Z.Z
95 90 97
~Atatc ndustQ
11mm
Z.J
w
~
w
w
w
Z .4
stQtr98
4
H000002958
(
0
INDEX TO Y
J0
20
0
ALLSTATEY NDUSTRY
COLLISION
Zb.
Z.!
ZZ.
Zb.Z
00
9J 4 95 90 97 stQtr98
Atatc ndustQ
bonrc8. a8l1rack
11mm
J
I\CLMTEAM\FSTRK974
H000002959
20
INDEX TO WJ
0
ALLSTATEY NDUSTRY
COMPREHENSIVE
#
W. X
#
#
4.
b.
.
Z.
#

V.
7
~
#

-
.
.
-
Z.
J
bourcr a8l1Otk
l\CLMTE/M\FSTRK974
95 90
A lalc
ndustQ
11mm
97 stQtr98
6
H000002960
Customer Sat/Severity
cSS Execution
CYe ponance, kindness, recognition
MCM
F1
FL ?L PE
Front LiUC M
Enforce prmrp
Enforce premreq
EC DE
Manaa twcm mc w
Srit Judges
Evaluate performance
on individual claims
Communicate reasons
for performance gaps
Consult on performance
iprevemeatopportunities
SML
Teach, train, coach
processes
Diagnose performance
Develop performance
improvement strategies
Recommend process
improvements
The customer sat
conscience
H000002961
Cw|m
Aqsler
~
PCC8O
~
~
~
~
6vl86d6lJl5
HM-4
H000002962
MM 1 MCM
C W
r08
Cme
CZM
LM
OP5
CPS
Teach, train, coach, process
Diagnose performance
Develop performance
improvement strategies
Recommend process
improvement
Admin HMb
H000002963
Rcvicw8
Rcla8pli0
twm Ur0u
Lm0cr
lalcrvicw8
Bgloy
lalcrcw8
``" "" "^*~~<~

LL %1MLLLL
Ucvcl0
Hyglbw
Ul@
b0lulk
W
WW
LL
W
C
m
WWM

M
Higbly blructurcd
L0a8i8tcat
Woalliacba8cd
D
%
M
L
P
*~
H000002964
Enlightened
Strateg
CCPR
Process
Mastery
New Strategies
Design process
requirements
Sr. Leadership Team*
Singularly responsible
for overall perforace
(Employee Sat. Cust. Sat.
Severity &Exp. )
"Winning"
Results
Produced by the execution
of wongr0css
Inspired
Performance
Process
Performance
Perform process
and enforce
process execution
LitSerrices,Sabra CaMrmm ma]tbaryanitmianalaraacb.
H000002965
Hcmecmcr mpI
Apr|I Z7, 1VVV
H000002966
HOMbOWNbR
TMFLbMbNTAJON
P1 Z7 VVV
H000002967
Reviews
Relnspections
Jous Groups
Customer
Interviews
Eploye
Interiews
lLV 1Mllll
Deign
Solutions
Debriefs
Potential
solutions
Front line/
CCPR
TmSolutions
Refine or
Change
solutions
Front line based
Strctured
analysis
Dedicated
leaderhip
Measurement
Highly Stnicturcd
Consistent
Front line based
Compnation
Recognition
H000002968
I20
INDEX TO)993
I 0
ALLSTATE Yb IDUSTRY
PAID SEVERTY COMPARSON
COMPREHENSIVE
#
. #
#
#
7
4.
b.J
.V
-
_
e -
#
1 .4
*
00 -
_
V.b
V.4
.
0
J 4 5 90 97 )adQh98
Mstate ~ ~ Iadastq
bOurcc a8l1rack
Zmm
0
Cl.HMTQK
'
'
H000002969
l )0
lNDLXTU )993
l l0
ALLSTATE Yb IDUSTRY
PAID SEVERTY COMPARISON
COMPREHENSIVE
#
#
0.b 7
#
#
4.
~
~
~
~
~
_ Z.V
#
~
0V.4

.4

j
$.0
V.b
93 94 95 96 97 2adQtr98
Allstate ~ ~ ladastq
b0utc0! W8ltscK
Zmm
0
Ll. 1l hWlhTQ8
:
H000002970
130
lNDEXTUIJ
120
1 1 0
ALLSTATE Yb IDUSTRY
PROPERTY DAMAGE
I23.8
~
~
~
.
.
2.2
.
.
8.9
27.3
~
~
IJJ
1 00
93
bOurcc! a8l1r8ck
M MTQ8
94
95 96 97 2nd Qtr 98
Al state - - Industr
I2M
H000002971
J
HU1 lJ
1 20
1 l 0 .
ALLSTATE Nb IDUSTRY
PROPERTY DAMAGE
I23.8
~
~
w
w
I2I.2
w
.
II8.9
w
I27.3
w
~
I 22
1
00
J
b0urc0 FaslTrack
M J1Q8
94
95 96
Alal0 * * hdu8lQ
I2M
97 2odQtr 8
H000002972
ALLSTATE Yb INDUSTRY
PA0SEVERITY COMPARISON
BODILY INJURY

0
'
T0
#9}
00
0
0
.
@
~
"
0.
0
"
J.0
4.0
-
=
0.7
"
"

w
" " " " "

l.4
77.0
T.
9J 94 -s 90 97 :-q:- -s
Source: Fast Track
aii.:.:c- - t..:
I7MM
J
H000002973
0
lNDLXTO)993
ALLSTATE Yb INDUSTRY
bYHYllBHblP
lYPJHY
.d
00
%
0.
0.7
0
0
9J 94
bourcc a8l1rack
Ll.M .HF72Q8
"
J 0
^
o
4.0
" " " " "

w "
"
77.0
95 90
AIIslatc ud0slq
mm
7d.
97
.
w
.4
7nd Qlr9
J
H000002974
]E CSI
Learn, understand, believe the fact base
Learn understand and apply the processes with integrity and vigor
Model/demonstrate the behavior with Q888OM trough relentless
measurement, work ethic and positive rewards and recognition
H000002975
Reviews
Rei nspections
Fous Groups
Customer
Interviews
Employee
Interviews
llH B1Mllll
Deign
Solutions
Te Solutions
Refine or
Change
solutions
Debriefs
Front line based
Potential
Strctured
solutions
analysis
Front line/
CCPR

9
Dedicated
Highly Structured
Consistent
leaderhip
Measurement
Front line based
Compnsation
Recognition
H000002976
HA VE FUN
,
BE STRONG
,
DO NOT SACRIFICE THE INTEGRITY OF THE PROCESSES . . . . EVER!
H000002977
\
THAT IS A SUCCESS STORY . . . .IS IT PERFECT . . . . DO WHVALL OF THE
OPPORTIJNITY . . . . DO WE HVCOMPLETE BUY IN/
NOT YET + + . T IS A CONTINUOS PROCESS IN AN EVER EVOL YING ORGANIZATION
THIS IS HUGH CULTURE CHANGE DO NOT YOURSELF
THIS IS NOT EASY YOU CANNOT COMMAND THIS DONE
LETS GO THOUGH METHODOLOGY ONE MORE TIME
YES WE ARE REDUNDANT
BY DESIGN
YES WAPASSIONATE
BY DESIGN
THE BLOOD SWEAT P P SIDE
' THE INFRASTUCTURE-LIE

\ . . .
WHY, YOU NEEI.ERSTAND JHIS-- .

WHY METHODOLOGY IS SO IPORTANT
WHAT RESISTANCE YOU AGOING TO BE FACED WIT
20 50 30 RULE IT LIVES IN HOMEOWNER! ! '
H000002978
HOMEOWNER CCPR IMLEMENTATION TEAM
\ / ' '
>- _
\ .
GOOD mOON!
HOW AR YOU?
YOU SHOULD BE I THE FIST STAGES OF SLIGHT PANIC ACOMLETELY
OVERWHELMED! THTS OK
YOU ARE RGHT WHERE YOU SHOULD BE!
THIS IS REALLY IPORTANT WORK
AND IT IS NOT EASY WORK.
YOU AABOUT TO CHANGE HOW WE DO BUSINESS IN HOMEOWNER AT ALLSTATE
WE WILL NEVER HA VE AOPPORTUNITY TO DO THIS AGAIN
WE HA VE INVESTED GK1 Y IN YOU AND THE ORGANIZATION TO DO THIS WORK
WE HA VE SPENT OVER !OMIL TO DESIGN, TEST AND IPLEMENT CAS AUTO AND
HOMEOWNER CCPR
SO FAR WE HAVE RECOVERED OVER 500MIL DOLLARS ANNUALLY
CERTAINLY WELL WORTH THE INVESTMENT
LETS LOOK AT SOME OF THE RESULTS
H000002979
October J, VV
To: Claim Service Managers
Market Claim Managers
Re: Homeowner Redesign
One of the great successes of Allstate Insurance Company is Claim Core Process Redesign.
Through our Casualty, SIU, Litigation Management, and Auto processes, we are achieving
signifcant business and fnancial results fr our employees, customers, and shareholders.
I pleased to announce that we are now ready to begin the nex phase of Claim Core Process
Redesign with the implementation of the Homeowner processes in the centralized property
MCOs. Although this may not directly impact your MCO, it is important fr all of you to be
aware of each initiative as they are introduced.
Homeowner redesign consists of three initiatives. The frst is the claim service coordinator,
which I particularly excited about, due to the positive impac this position will have on the
claim experience fr our customers. Of equal importance are the roof and fre initiatives which
will ensure our ability to execute technical processes to better sere our customers.
We will be implementing these processes in a segmented approach beginning with the claim
service coordinator. Once the Coordinator implementation is complete, we will begin the
education and implementation of roof and fre.
I have attached a brief overview of each of these processes. I have also attached a copy of the
claim serice coordinator implementation schedule as well. While we are planning the
implementation of roof and fre to begin in April of VVV, we have yet to deterine our specifc
MCO implementation schedule. We will communicate the fre and roof schedules to you in the
early part of ! VVV
Re: Homeowner Redesig
October l 3, I VV
H000002980
Page 2
The successfl implementation of these processes is a critical component to our continued success
in the market place. I know I can count on each and everyone of you to make the implementation
of these processes a great success.
Rick Cohen
attachment
c: Sr. Leadership Team
Reponal Vice Presidents
H000002981
I
0
0
0
0
0
I
<
C
I
TEKY T C SUC-
Learn, understand, believe the fact base
Learn understand and apply the processes with integrity and vigor
Model/demonstrate the behavior with passion trough relentless
measurement, work ethic and positive rewards and recognition
. '
' '
\ ' . .

Allstate/McKinsey Bates H000002820

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PLcLP

Training was completed for roof process adjusters

A high degree of the transfer of learing was

Initial rides with the adjusters frther indicate the

-High Vol. of Claims Z

-Complex Claims --- T

Activity/Topic Know. Skill

Insure quality through review of pending and closed files

Work with other management in the MCO to identify opportunity areas

Track perormance through interpretation of management information list

Analyze claim loss/expense repors

Conduct re-reviews when appropriate

Formulate and install strategies to improve severity's

Evaluate adverse trends and take corrective acion

Assist Service Team Leader's in coverage decisions

Company organization, structure, benefits, policies and procedures

Interdeparmental relationships and functions

State(s) insurance rules and regulations

Claim file procedures

Coverage evaluation ( knowledge of applicable coverage )

Liability evaluation ( knowledge of case law and statutes )

Claim policy and procedures

MCO organization and functions

Mechanized claim operations

Legal terminology and processes ( depositions and subpoenas )

Legal processes ( court systems and statutes )

Legal requirements ( restrictions, guidelines, general laws, contracts, directives )

Triage Matrix application

Motivation (develop positive climate )

Time management - for self and others

Oral, written and telephone communication

Highly analytical; able to effectively apply analysis

Early identification of possible high volume claim activity

Initiative and creativity in problem solving

Leadership, organization and delegation of assignments

Able to prioritize and manage multiple task assigned

Analyze and interpret company repors

Training of MCO personnel

Is under the direction of the Market Claim Manager

Claims disposition within individual authorization

Claim disposition in excess of individual authorization

Claim handling during high volume periods

Severity control activity within MCO

Need for training/developmental activities

Changes in claim handling

Implementation of new/revised program/policy/procedure/strategy

Need for a new/revised program/policy/procedure/strategy

Need for interal/external communications

Six to nine years of Allstate claim adjusting experience or equivalent experience

Must obtain license(s) where applicable

able to travel by car and/or overight by plane as needed

able to concentrate on tasks on a consistent basis

able to evaluate and assess materials received from outside vendors

able to conduct oral communications via telephone and in person

able to manage multiple tasks as assigned

able to perceive and distinguish emotions in telephone conversations

able to visually and physically inspect damages

able to deal with adversarial confrontations

able to travel by car and/or overight by plane as needed

Accupro Estimating System

Able to prioritize and manage multiple tasks as assigned, self starter

Reports to Market Claims Manager CPS

Provides, obtains or exchanges information with insureds, claimants, among others