Information and Alerts

Pattern of Complaints

BBB files indicate that this business has a pattern of complaints concerning: 

• Consumers allege the business is not answering customer calls. They are also not receiving any follow-up on the claims submitted by any party involved in an accident. 
  
  

  Multi-Channel Communication: Beyond our phone operations, Alliance utilizes technology-driven solutions such as electronic communication and written correspondence to ensure claimants are kept informed throughout the claims process. These methods allow us to provide timely updates though different channels.  We have also implemented an on-line chat function where customers and claimants can interact in real time with our staff. In 2024 we responded to nearly 14,000 online chat inquiries.

  
  


• Consumers allege the customer service adjusters are not very knowledgeable about the claims process and how long consumers can expect any relief and assistance.
  
  
  
  

  Commitment to Improvement

  
  

  While our data and processes reflect a high level of responsiveness and professionalism, we are committed to refining and enhancing the practices that have allowed us to excel. Our focus is on improving the systems and processes we already have in place.

  
  

   

  
  

  Optimizing Communication Channels

  
  

  We are continually tracking our call center operations, electronic communication systems, and written correspondence workflows to ensure claimants receive timely updates through the most efficient and accessible methods available.

  
  

   

  
  

  Strengthening Training Programs

  
  

  In 2025, we will maintain our commitment to regularly assessing and refining customer service strategies, placing a strong emphasis on managing claimant frustrations and effectively aligning expectations with the realities of the claims process.

  
  

   

  
  

  Improving Oversight

  
  

  Our supervisors will continue to prioritize monitoring and coaching efforts throughout 2025, reinforcing high-quality service standards and ensuring that representatives consistently deliver exceptional support to claimants.