Example of customer service letter to non-Allstate policyholder
Editor's note: The following text is taken verbatim from Allstate's "confidential" employee training manual, "Unrepresented Segment Training." An "unrepresented segment" refers to a person who does not have a lawyer but who has been involved in an accident with an Allstate policyholder.
June 1, 1995
KAREN SMITH
13 MAIN ST
PUEBLO CO 13131-3131
Date of Accident: July 15, 1991
Claim Number: 6101000674 VLP
Dear Ms. Smith:
I recently received notice of your accident involving our policyholder. We may have already spoken, but if not, I will be trying to reach you very soon. In either case, I want to emphasize Allstate's policy that we consider anyone who has been involved in an accident with one of our policyholders an Allstate "customer," who is entitled to quality customer service.
As your claim representative, my role is to ensure that you receive this quality customer service, outlined in the enclosed "Customer Service Pledge." Please save my business card in case you need to reach me.
If we have not already spoken, please do not hesitate to call me during my regular office hours of 8:00 a.m. to 4:30 p.m., or leave a message on my voice mail anytime and I will call you back as soon as I can.
Sincerely,
Larry A. Axelrod
Claim Representative
800-326-0090
CWX/1/02/0
1 Enclosure
Copies to: L. ERIXON
E. T. REDD
CWX - Claimant Contact Pending with Pledge only
CWY - Same letter as above without voice mail reference
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British Citizens:
Canadian Citizens:
