Allstate Identity Protection: Delivering Peace of Mind Through Exceptional Service

Allstate Identity Protection (AIP) is a comprehensive digital safety solution designed to protect individuals and families from identity theft, financial fraud, and emerging cyber threats. With 3.4 million lives covered, including employees from a quarter of the Fortune 500 companies, AIP has earned its reputation as a trusted leader in the identity protection space.

Briefly describe the nominated department: history and past performance (up to 1,250 characters):

Allstate Identity Protection (AIP), formerly InfoArmor, has built a reputation for exceptional customer service since 2007. After joining Allstate in 2018, AIP expanded to protect millions of individuals and families with 24/7 U.S.-based support and full-service identity restoration. The company consistently maintains a 99% post-remediation satisfaction score, and a Net Promoter Scores (NPS) above 88, reflecting its commitment to resolution excellence. On average, AIP resolves identity theft cases in under 10 business days. These results far exceed industry benchmarks and reflect relentless focus on customer delight. Through its innovative product features like Allstate Scam ProtectionSM, Allstate Digital Footprint®, and up to $5 million in identity theft coverage, paired with it's exceptional customer service, AIP delivers not only protection, but peace of mind-setting a high standard for customer care in the identity security industry.

Outline the department's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Industry-Leading Customer Satisfaction

• NPS consistently above 88 since July 2023, peaking at 91.6
• Restoration Satisfaction at or near 100% for multiple months
• Average speed of answer: 8 seconds (June 2025) with service levels above 90%

Innovation in Customer Experience & Restoration

• Personal Coaching Launch: Introduced 1:1 expert-led coaching for AIP members, offering tailored guidance on elder fraud prevention, scam protection, product features, & child credit checks.

  Result: 95% customer satisfaction & a 40% increase in proactive fraud prevention actions among participants.

• Human-Based Chat Expansion: Rolled out live, human-based chat in the customer portal, now managing nearly 10% of interactions (as of Dec 2025).

  Result: Reduced average response time by 60%, improved resolution rates by 25%, & achieved a 92% satisfaction score.

• Knowledge Base Integration: Implemented CRM-integrated knowledge base, reducing agent search time & enabling more accurate, consultative service.

  Result: Cut average handle time by 15%, boosted first-call resolution by 20%, & contributed to a 10-point increase in customer satisfaction scores

Measurable Impact & Continuous Improvement

• 41% of identity theft incidents resolved same day
• New post-call survey enables real-time feedback, driving rapid improvements

Restoration Excellence & Advocacy

• Achieved 100% restoration satisfaction in multiple months
• Success stories featured on Good Morning America and TODAY, reinforcing AIP as a trusted identity restoration expert

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

• Holistic, Human-Centered Approach: Our blend of technology innovation, process excellence, and a deeply empathetic team culture delivers not just protection, but true peace of mind-transforming moments of crisis into opportunities for customer advocacy and loyalty.
• Industry Recognition & Thought Leadership: Our work is recognized not only by customers but also by national media and industry peers, reinforcing our reputation as a leader in customer care and restoration.
• Continuous Improvement & Employee Engagement: By investing in agent training, recognition, and feedback, we ensure that our team is empowered, motivated, and always striving for excellence-directly benefiting our customers.

Our NPS and resoration satisfaction scores are industry-leading, consistently ranking higher than other competitors in the Identity Theft Protection space.