State Farm Details Next Gen Good Neighbor ‘Human + Digital’ Approach to Deliver Unmatched Customer Experience

State Farm, the largest auto and home insurer in the United States, today outlined additional details of its “Next Gen Good Neighbor” vision for meeting rapidly expanding customer needs and expectations.

On May 6, State Farm chief executive officer Jon Farney introduced Next Gen Good Neighbor, a vision to evolve the company alongside its customers, focused on even faster and simpler claims service; more competitive prices that match price to risk; and data-driven underwriting. Technology underpins Next Gen Good Neighbor, building on the personal relationships that remain the foundation of State Farm, so its employees and independent contractor agents are even better equipped to deliver for customers in the moments that matter most.

The company calls this a “Human + Digital” approach.

“For more than a century, being a good neighbor has meant keeping our promises and helping people. We are transforming into a Next Gen Good Neighbor by using technology in new ways that enhance our ability to help people protect what matters most and prepare for what is next. This Human + Digital approach combines the best of State Farm in service of our customers," said Farney.
 

Transforming to Serve Customers Faster and Simpler
 

• Even faster and simpler claims handling. Every claim represents a customer who is counting on State Farm to deliver on its promise. State Farm is making the end-to-end claims process faster, from first notice of loss to payment delivered, so customers can start repairs sooner and recover more quickly. Claims professionals are making coverage and payment decisions supported by tools that streamline intake, triage, and documentation. The company is also piloting an AI-powered virtual assistant to streamline initial loss-reporting to quickly connect customers to support services and gather information needed to help.
   
• More competitive prices. State Farm will continue delivering value to customers by finding new efficiencies in the way it works, improving processes, and developing and supporting employees and agents. State Farm serves customers, not shareholders; it demonstrated this in February, announcing a $5 billion dividend for State Farm Mutual Automobile Insurance Company auto customers.
   
• Personalized risk-based pricing. State Farm continues building underwriting and pricing models with advanced data, tools, and inputs. Telematics information – voluntarily provided by customers through the Drive Safe & Save® program – remains central to this effort and soon will help shape the customer experience, from the first day as a policyholder through claims and beyond. One example is Accident Assistance, which enables emergency response to a possible accident, helps arrange a tow, and provides information to speed up claim resolution.
   

Deepening Customer Relationships with Human + Digital 

Human + Digital means one connected experience, where technology and people truly work together to enhance the customer experience. Led by Chief Digital and Information Officer Joe Park, the company is:

• Consolidating disconnected systems into a single insurance platform, bringing data together so it is consistent and usable, and work flows without friction;
   
• Making the company a destination for well-versed top talent, with the knowledge and expertise to execute State Farm’s technological transformation; and
   
• Working with leading tech companies, including OpenAI, to apply AI strategically.
   

Expanding Financial Services Capabilities

State Farm is also expanding its financial services capabilities to help customers protect what matters today and prepare for what is next. The company is investing in agents as financial professionals – providing new education and training programs, enhanced planning tools, and specialized consulting services to help customers make informed decisions based on their needs and goals. At the same time, State Farm continues to expand and modernize its life insurance, retirement, and investment product offerings — providing more choices to better serve customers through every stage of life.
 

Deploying New Tools to Better Align Agent and Company Growth and Capture Opportunity

The company’s independent contractor agency model continues to be the driving force behind serving customers and attracting new ones. Key investments through Next Gen Good Neighbor will make available to agents new tools, platforms, and backend improvements, so they can choose to spend more time on growing policyholder relationships, delivering for new customers, and building their teams.

Infrastructure investments have already reduced the energy agents spend on routine transactions. Quoting processes that once required multiple steps now are completed in minutes. Other advances include:

• A new agent-initiated loss-reporting tool that allows agents – without having to call – to submit claims for customers at their request.
   
• Navi, an AI-powered digital assistant embedded within State Farm’s agent management platform, is being rolled out. Navi gives agents a faster path to answers, whether price quotes or policy details, reducing time spent searching systems, and soon it will include the ability to check quote statuses and generate customer insight lists.
   
• Household Story, an AI-powered customer intelligence tool, gives agents an instant summary of each household's active concerns and tailored product recommendations, so agents can have more informed, personal conversations with customers.
   
• Soon, agents will have a single point of entry for operations support, making it easier for them to get the information they need without navigating multiple systems.