Opinion ID: 2512331
Heading Depth: 3
Heading Rank: 3

Heading: Allstate's pledges to Young

Text: An Allstate claim representative contacted Young on the same day of the collision and informed her that Allstate would provide `quality service' on her claim, treat her fairly, and [] that, because of these promises, she did not need any attorney. Shortly thereafter, Young received a letter dated February 4, 1998 from Allstate, which stated: I want to reaffirm Allstate's policy that we will provide quality service to anyone who has been involved in an accident with one of our policyholders. As your claim representative, my role is to ensure that you receive this quality service, outlined in the enclosed `Quality Service Pledge.' Accompanying the letter was a QUALITY SERVICE PLEDGE, which stated that YOU'RE IN GOOD HANDS WITH ALLSTATE and that: Because you have been involved in an accident with an Allstate policyholder, we will provide you with quality service. In an effort to provide you with this quality service, we promise you the following: 1) We will fully explain the process, take the time to answer all questions and concerns that you may have, and keep you informed throughout the claim process. 2) We will conduct a quick, fair investigation of the facts in your case. 3) To the extent that our policyholder was at fault in the accident, we will assist you in providing for the repair of your vehicle and in determining your temporary transportation needs. Your claim professional is dedicated to carrying out this Quality Service Pledge. (Emphases in original.) Thereafter, Allstate sent a second letter to Young requesting that she authorize Allstate to gather her medical and employment information to evaluate her injury claim. The quality service pledge attached to the second letter differed from the pledge attached to the first letter to the extent that the third promise, which concerned transportation and vehicular repair, instead stated: 3) If you qualify, we will make an appropriate offer of compensation for any injuries you may have suffered. (Emphasis in original.) Young relied upon Allstate's oral and written representations, believing that she did not need an attorney and that Allstate would treat her fairly, just as it would be expected to treat one of its own customers. As a result of those representations, Young attempted to resolve her bodily injury claim directly with Allstate without advice or assistance from an attorney. Additionally, Young released her medical information to Allstate.