Thomas J. Wilson - Chairman, President and Chief Executive Officer
Analyst · Credit Suisse. Your question please
Well, let me step back first and give you slightly... start with our consumer focus. What is it we are trying to do, trying to meet customers' needs. In my words, I would like to say eliminate the human motive, which is where you call us, you give us data, we listen to it, it goes through our brains into our fingertips, and we tap it into computer, and you don't need to pay us to do that. That's not high value added. So, what we have been doing is trying to find ways to eliminate that and be... and have the conversation really be about what kind of protection do you need? Talk about value, so it's not all about price. Those people who are human modems and only sell on price won't have value... won't provide value to customers on long-term basis. So, we are trying to shift it. That's why we have products like Your Choice Auto so you can actually talk about what kind of coverage and features do you want, what kind of risk profile are you. The ballpark estimating tool is a way that we use. We can pre-populate our computers with data that we buy as opposed to making you give it to us. And then we kind of... we can verify it as opposed to input it directly. When we say integrate it with all the channels, what we find is when we tend... a lot of people look at this business and try to say, well, you have got direct and then you have agencies and this. We sell a lot of business direct. We just happen to sell it out of 13,000 local offices, who happen to be there in case someone needs them or they can have a personal relationship. But not everybody who buys from us walks into the office, obviously. A lot of them buy direct over the phone. So, we tend to look at it and say, how do you serve your customers? Well, so, a number of people come to us on the web. We use that ballpark estimating tool. And a greater than majority of those people will end up in our local agencies buying business. So that's what we mean by integrating. So, they come into the allstate.com website. They do the quick two and a half minute quote, boom, all of a sudden, they end up with an agency as opposing to having to buy it over the web.