Benefits
3-2-1
Preferred Shop
Handling Objections
100

Tell me about the guarantee.

All repairs come with a nationwide workmanship guarantee from Allstate for as long as customers own their vehicle.

100

How are shops chosen?

Shops are chosen based on excellent customer service and quality repairs. 

100

The customer already has an estimate.

Search for the shop in Assignment Creator:

  • If the shop is part for GHRN, establish a GHRN assignment for that shop.
  • If the shop is not part of GHRN, ask the customer:
    • "It looks like your shop isn't part of Allstate's Good Hands Repair Network. Would you like to hear about the extra benefits you can gain from using an Allstate guaranteed shop?"
100

Customer prefers a field inspection at residence.

“You would like to have your vehicle inspected at your home.”

  • “By moving your vehicle to a repair facility, we will be one step closer to getting you back on the road.”
  • “Our Good Hands Repair Network repair facilities are ‘one-stop shops’ where there is no need to meet separately with an adjuster.”
  • “We have a strong relationship with our Good Hands Repair Network facilities and provide a guarantee on the repairs.”
  • “The shops provide Allstate with real-time status updates throughout the repair process."
  • For non-drivable vehicles: “The repair facility will assist with coordinating a tow for your vehicle.”
200

How does payment work?

Allstate will make payments directly to the shop.

200

Tell me about one stop shop.

One stop shop: the shop completes the estimate and the repairs.

200

The customer has their vehicle at a repair shop or is calling from a repair shop.

Search for the shop in Assignment Creator:

  • If the shop is part for GHRN, establish a GHRN assignment for that shop.
  • If the shop is not part of GHRN, set the next available MOI for the customer.
200

Customer is not available during the listed appointment times for the shop.

  • It sounds like that appointment time is not convenient for you. Is that correct? 
    • "My goal is to find an appointment time that is convenient for you. I can search up to 28 days to find an available appointment and select that for you. 
  • What would be a convenient day and time for you?"  
    • Select date/time closest to the customer’s preference, if available. If unavailable, continue to ask what day/time would be convenient
300

Tell me about the priority.

GHRN shops give priority to Allstate customers. The shop will provide a guaranteed completion date and update the customer if the date changes. 

300

Tell me about communication.

Allstate and the shop communicate throughout the repair process. 

  • If any additional damage is found, the shop contacts Allstate directly. 
  • Allstate pays the shops directly. 
300

The customer provides a name of a shop for repairs.

Search for the shop in Assignment Creator:

  • If the shop is part of GHRN, establish a GHRN assignment for that shop.
  • If the shop is not part of GHRN, ask the customer:
    • "It looks like your shop isn't part of Allstate's Good Hands Repair Network. Would you like to hear about the extra benefits you can gain from using an Allstate guaranteed shop?"
300

Location availability for Drivable vehicles.

  • "It sounds like this location is not convenient for you. Is that correct? 
    • My goal is to find a shop location that is convenient for you. I have a list of other Good Hands Repair Network shops that I can review with you.  
  • What would be a better shop location for you?"  
    • Select the shop location closest to the customer’s preferred address or vehicle location, if known. If unknown, continue to ask what location would be convenient.
400

Tell me about the shops certification.

All shops must maintain industry training and certification standards. 

400

Tell me about towing.

If your vehicle isn't drivable, Allstate will have your vehicle towed to the shop for you.

400

Customer has a warranty and is concerned getting their vehicle repaired at GHRN will void their warranty.

"You have the right to use the repair shop of your choice, and manufacturers or vehicle dealerships cannot void your warranty or penalize you for selecting the shop that works best for you, as long as you follow the terms of the warranty."  

500

Tell me about communication.

Customers can opt in to get texts or emails for real time electronic repair status updates from the shop. 

500

Tell me about the guarantee.

Provide a written nationwide guarantee of the workmanship of the repair for as long as you own the vehicle. 

500

Agent recommended a shop that is not showing in Assignment Creator. Will Allstate still guarantee the repairs?

“You are concerned about the repairs being guaranteed.”

  • “While you always have the right to select the shop of your choice, Allstate will be unable to guarantee the repairs completed by a shop that is not within our Good Hands Repair Network.”
  • “Allstate takes pride in knowing that the shops we recommend will provide extraordinary customer service and expert repairs. At this time, your selected shop is not in our network and we are unable to provide a guarantee of your repairs.”
  • "Would you like us to search for shops in your area that will have a guarantee?"
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