Allstate Insurance

Initial Business Response /* (1000, 10, 2015/06/25) */
Thank you for forwarding Ms.[redacted] concern to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view,...

although we have sent a letter to the customer on June 25, 2015 in an attempt to address any issues. We sincerely apologize for any inconvenience or frustration she may have experienced in this matter.

Initial Business Response /* (1000, 5, 2015/09/30) */
Contact[redacted]me and Title:[redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@allstate.com
4/15/15 When we transferred[redacted]'s business from Alaska, it was offered COD which causes the first bill to fall in the second...

month but asking for payment on both the first and second month. This was explained in the initial conversation, documented on 4/15/15.[redacted] initial payment was received to support her Washington policy. There was also a prior balance owing on her Alaska policy due to apparent financial difficulty there.[redacted] good money was received by Allstate on either policy between 3/2/15 and 5/15/15.
On 4/24/15 staff here sent [redacted] an email reiterating the 2 months obligation.[redacted] called in and spoke with another staff member who verified the information and advised[redacted] to watch for her payment schedule which had been recently sent.
On 4/27/15[redacted] called and spoke with the first staff member with the payment schedule in front of her, concerned she would be unable to meet the obligation. We again reviewed the reasons behind having the higher initial bill. She was advised the amount needed to be paid to keep the contract healthy. We agreed to suspend the auto withdrawal scheduled for [redacted] 15 and she would pay directly.
On 4/28/15 it was brought to my attention we [redacted] have a customer in distress so I sent an email to[redacted] recapping her position on the billings on both policies, including the prior balance from the Alaska policy, and offering to be available to answer her questions.
On 5/15/15[redacted] called in and made a payment that was half what was due, we emailed a receipt. It is not clear from the comments what she was told regarding making a partial payment. Making a payment half of what was due would ordinarily spark some conversation either to or from the customer.
5/18/15 I sent another email offering to answer any questions[redacted] might have about her billings.
6/15/15 We attempt to take payment via ACH withdrawal, per agreement. The payment is returned[redacted]F on 6/18/15.
6/19/15 As[redacted] has not made good her financial obligation and now has her cancel bill in front of her and calls in. She spoke with a third staff member who went through the billing history and requirements to bring the policy active. At this point the policy is now out of force.
6/22/15[redacted] called in to make another partial payment but, this time, on the Cancellation bill. The policy was already out of force 7 days. She was told the payment was not reinstating coverage, she needed to make the balance owing good. We again reviewed the reasons for having had the higher initial bill. We emailed a copy of the receipt to her. Allstate, along with all the other bills and notices, sent a notice of[redacted]n-Reinstatement due to the short payment.
6/29/15[redacted] called having had a small accident over the weekend. We compared notes in the office and it was pretty obvious we were all on the same page, giving[redacted] the same information each time she called.[redacted] called into [redacted] to start a claim, a move I supported. Let the company do their due diligence to determine coverage. I called claims to let them know this was likely going to need a higher level investigation.
An investigation was conducted by Allstate, we were interviewed. I expect[redacted] was interviewed. On 7/20/15 a denial of coverage letter was sent to[redacted], mailing date likely around 7/23/15. There was no coverage on the date of loss due to non-payment of premium.
Regarding the contact this week, 9/21/2015, there is some substance to[redacted]'s complaint. She called because she had a collection notice in front of her. Due to the size of the notice it was apparent it was for the damages to the other party's vehicle but it was initially hard to tell in the conversation who had sent the notice. At the time of this call we did not know that the other party was also an Allstate insured. The damages to the other car are owed and collectible. As it is a smaller loss, like other similar claims, it was simply turned over for collection. The collection notice was from Allstate but we did not know that at the time of this call. This process is beyond the scope or control of my agency, arguably a phone call was due between our claims department and[redacted]. It is unclear whether she was called.
9/22/15 Attempts to call[redacted] to update her now have been unanswered.
9/28/15 Reviewing claims documents the denial letter was mailed to an old Alaska address, it is unclear whether it would have forwarded to her current address. Speaking with claims,[redacted] was interviewed by both the adjuster for her own policy,[redacted] and by the adjuster for the third party claim with Allstate. Statements taken by both adjusters.
N. [redacted]'s contention that we failed to inform her regarding her billing status falls very very flat. She states she was not notified regarding her policy status yet on many occasions she is calling into the agency responding to either emails or bills she is receiving. She states when she calls that she gets conflicting information from my staff yet everything I see and recall is that we have been on the same page for messaging from the start.
At times[redacted] has claimed that we had an incorrect address and did not get the bills she kept calling about. It is true that we had 'N.' instead of 'S.' on one document internal to the agency and she became aware of that at some point. Every application, policy, or billing document created by the agency or by Allstate has her correct address. This is unrelated to the error on the claim letter; she [redacted] not see it that way.
Summary: We have made exceptional attempts to educate, inform, and notify[redacted] regarding how her policy here would be owed and billed. I understand and regret her frustration with what she owes but we did what we could to keep her informed. We have all gone to great lengths to communicate with[redacted]. The end of all conversations with her has been that she doesn't like the message and so rejects it along with the messenger. My 'rudeness' is my apparent failure to agree with how[redacted] wants to view her situation. She was behind in her obligation to pay Allstate on her Alaska policy before we first spoke with her and she never caught up prior to having a loss.
I can have compassion [redacted] the spot[redacted] is in but it is a situation of her own making.
Comment: In business for over 30 years I have never had a Revdex.com complaint. This is a first. Added to that, in over 30 years, if this is pursued, this will only be the second OIC complaint. The last was over 25 years ago and was not sustained against me. I think we are on very firm ground in this situation. That said, I want my customers to be cheerleaders for my agency.[redacted] will apparently not be on my cheer squad.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID[redacted]T accept the response from the business.)
This is a blatant lie quite honestly. When I called and requested to transfer my policy from Alaska the option I was given was to set the account up on the EZ pay. Which was explained that it would set me up with automatic payments which was explained to me it would pull 2 months of service at a time until I reached my premium I told the representative at that time I would not want to do that I'd make my monthly payments until I reached my premium and that's what we agreed on. She did not at any point in that conversation reference that I needed to pay anymore than the monthly payments. I called in for the following 2 months inquiring on why I was still being billed through the auto pay for, what my understating was 2 months of service. The reps I spoke to on those occasions both gave me different answers. It's a shame that the office I went through does not record their calls because there are numerous calls from me inquiring on why I was being charged what I was. I've been over this so many times with Allstate. This is the entire reason for my complaint. I explained to them countless times I would never jeopardize not having auto insurance I have a brand new vehicle. I never had any issue with my office in anchorage. It wasn't until I moved my policy to Washington that I began having issues with billing and explanation of services and general information. They have yet to send me an itemized list of the charges I supposedly owe them for the claim the other motorist filed. Yet they sent me to coections and continue to insure me.
Final Business Response /* (4000, 9, 2015/10/02) */
Thank you for forwarding Ms. [redacted]'s concern to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view, although we have sent a letter to the customer on October 2, 2015 in an attempt to address any issues. We sincerely apologize for any inconvenience or frustration she [redacted] have experienced in this matter.

Thank you for contacting our office regarding Mr. [redacted] concerns.  Upon further review, it has been determined that the [redacted] has completed an investigation on this same issue.  The file number for this investigation is 110871. We respectfully request that Mr....

[redacted] contact the [redacted] with any questions he might still have.  It is our ultimate hope that Mr. [redacted] finds the resolution reached by the state to be a satisfactory one.  Allstate strives to provide high quality insurance coverage and an outstanding customer experience.  We sincerely apologize for any frustration or inconvenience that this situation might have caused Mr. [redacted].  Thank you for taking the time to contact our office regarding this situation.  Please let us know if you have any additional questions about the information contained above.

Initial Business Response /* (1000, 6, 2015/08/31) */
Thank you for forwarding Mr.[redacted] concern to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view,...

although we have sent a letter to the customer on August 31, 2015 in an attempt to address any issues. We sincerely apologize for any inconvenience or frustration he may have experienced in this matter
Initial Consumer Rebuttal /* (3000, 13, 2015/10/05) */
I am sorry but the insurance company have not contact me to resolve these problems, can you please re-open the case, so we can try to solve it, they been lying to me since the accident on 07/30/2015, and they do not care about my well being or my security du to the repairs not been done, they fixed half of the car the rest maybe they want me to fix them myself, but that is why we all pay car insurance so they can fix the car the way it was before the accident, thank you for your prompt attention to this matter, sincerely, [redacted]
Final Business Response /* (4000, 15, 2015/10/12) */
Thank you for forwarding Mr.[redacted] concern to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view, although we have sent a letter on October 9, 2015 in an attempt to address any issues. We sincerely apologize for any inconvenience or frustration he may have experienced in this matter.

Thank you for contacting our office regarding Mr. [redacted] concerns.  Upon further review, it has been determined that the California Department of Insurance is actively investigating this same issue.  The file number for this investigation is [redacted].  We respectfully...

request that Mr. [redacted] contact the California Department of Insurance with any questions he might still have.    It is our ultimate hope that Mr. [redacted] finds the pending resolution reached by the state to be a satisfactory one.  Allstate Fire and Casualty Insurance Company strives to provide high quality insurance coverage and an outstanding customer experience.  We sincerely apologize for any frustration or inconvenience that this situation might have caused Mr. [redacted].    Thank you for taking the time to contact our office regarding this situation.  Please let us know if you have any additional questions about the information contained above.

Initial Business Response /* (1000, 5, 2015/07/30) */
Thank you for forwarding [redacted] concern to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view,...

although we have sent a letter to the customer on 7/30/15 in an attempt to address any issues. We sincerely apologize for any inconvenience or frustration he may have experienced in this matter.

Thank you for contacting our office regarding Mr. [redacted] concerns.  Upon further review, it has been determined that the New York State Department of Financial Services has completed an investigation on this same issue.  Our records indicate that we provided a formal response to the...

state on 4/24/17 to clarify our position regarding his concerns.  The file number for this investigation is CSB-[redacted].  We respectfully request that Mr. [redacted] contact the New York State Department of Financial Services with any questions he might still have.    It is our ultimate hope that Mr. [redacted] finds the resolution reached by the state to be a satisfactory one. Allstate Fire & Casualty Company Name strives to provide high quality insurance coverage and an outstanding customer experience.  We sincerely apologize for any frustration or inconvenience that this situation might have caused Mr. [redacted].   Thank you for taking the time to contact our office regarding this situation.  Please let us know if you have any additional questions about the information contained above.

Thank you for contacting our office regarding Mr. [redacted]) concerns. Upon further review, it has been determined that the Oregon Department of Consumer and Business Services has completed an investigation on this same issue.  Our records indicate that we provided a formal response to the...

state on 12/19/16 to clarify our position regarding his concerns. The file number for this investigation is 60616. We respectfully request that Mr. [redacted] contact the Oregon Department of Consumer and Business Services at [redacted] with any questions he might still have.    It is our ultimate hope that Mr. [redacted] finds the resolution reached by the state to be a satisfactory one. Allstate Fire & Casualty Insurance Company strives to provide high quality insurance coverage and an outstanding customer experience.  We sincerely apologize for any frustration or inconvenience that this situation might have caused Mr. [redacted].   Thank you for taking the time to contact our office regarding this situation. Please let us know if you have any additional questions about the information contained above.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]The reason is that Allstates has advoid to bring complete closeure to this sitaution, by sending me to Louisiana Dept. of Insurance and Louisiana Dept of Insurance is sending me to them. This is sad, and with this un professioanlism that I am experiencing, who citizen should have to go through this.

Thank you for contacting our office regarding Ms. [redacted] concerns.Upon further review, it has been determined that the State of California Department of Insurance has completed an investigation on this same issue. Our records indicate that we provided a formal response to the state...

on 11/25/16 to clarify our position regarding her concerns. The file number for this investigation is CSB-7111780.We respectfully request that Ms. [redacted] contact the State of California Department of Insurance at 213-346-6529 with any questions she might still have.  It is our ultimate hope that Ms. [redacted] finds the resolution reached by the state to be a satisfactory one. Allstate Northbrook Indemnity Company strives to provide high quality insurance coverage and an outstanding customer experience. We sincerely apologize for any frustration or inconvenience that this situation might have caused Ms. [redacted]. Thank you for taking the time to contact our office regarding this situation.  Please let us know if you have any additional questions about the information contained above.

Thank you for contacting our office regarding Mrs. [redacted] concerns.  Upon further review, it has been determined that the Kentucky Department of Insurance is actively investigating this same issue.  Our records indicate that we provided a formal response to the state on May 27, 2016 to...

clarify our position regarding her concerns.  The file number for this investigation is [redacted].  We respectfully request that Mrs. [redacted] contact the Kentucky Department of Insurance at (800) [redacted] with any questions she might still have.  It is our ultimate hope that Mrs. [redacted] finds the pending resolution reached by the state to be a satisfactory one.  Allstate Vehicle and Property Insurance Company strives to provide high quality insurance coverage and an outstanding customer experience.  We sincerely apologize for any frustration or inconvenience that this situation might have caused Mrs. [redacted].  Thank you for taking the time to contact our office regarding this situation.  Please let us know if you have any additional questions about the information contained above.

Thank you for contacting our office regarding [redacted]’s concerns.  Upon further review, it has been determined that the Illinois [redacted] of [redacted] is actively investigating this same issue. The file number for this investigation is [redacted].  We respectfully request that...

[redacted] contact the Illinois [redacted] of [redacted] with any questions she might still have.  It is our ultimate hope that [redacted] finds the pending resolution reached by the state to be a satisfactory one.  Allstate Fire and Casualty Insurance Company strives to provide high quality insurance coverage and an outstanding customer experience.  We sincerely apologize for any frustration or inconvenience that this situation might have caused [redacted]. Thank you for taking the time to contact our office regarding this situation.  Please let us know if you have any additional questions about the information contained above.

Initial Business Response /* (1000, 10, 2015/10/15) */
Thank you for forwarding [redacted] concern to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view,...

although we have sent a letter to the customer on 10/15/15 in an attempt to address any issues. We sincerely apologize for any inconvenience or frustration he may have experienced in this matter.
Initial Consumer Rebuttal /* (3000, 12, 2015/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not want a letter, I want a resolution. I would like a phone call ate the minimum.
Final Business Response /* (4000, 14, 2015/10/21) */
Thank you for forwarding [redacted] concern to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view, although we have contacted [redacted] by telephone on 10/21/15 in an attempt to address any issues. We sincerely apologize for any inconvenience or frustration he may have experienced in this matter.

Thank you for contacting our office regarding Mr. [redacted] concerns.  Upon further review, it has been determined that the AL DOI has completed an investigation on this same issue.  Our records indicate that we provided a formal response to the state on 6/30/17 to clarify our position...

regarding his concerns.  The file number for this investigation is [redacted].  We respectfully request that Mr. [redacted] contact the AL DOI with any questions he might still have.   It is our ultimate hope that Mr. [redacted] finds the resolution reached by the state to be a satisfactory one.  Allstate Indemnity Company strives to provide high quality insurance coverage and an outstanding customer experience.  We sincerely apologize for any frustration or inconvenience that this situation might have caused Mr. [redacted].   Thank you for taking the time to contact our office regarding this situation.  Please let us know if you have any additional questions about the information contained above.

Initial Business Response /* (1000, 10, 2015/05/28) */
Thank you for forwarding Ms. [redacted]'s concern to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view,...

although we have sent a letter to the customer on May 28, 2015 in an attempt to address any issues. We sincerely apologize for any inconvenience or frustration she may have experienced in this matter.
Initial Consumer Rebuttal /* (3000, 12, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Allstate sent me a letter maintaining they did an investigation into the matter and that no evidence of my agent's mistake was found. This so-called "investigation" they are speaking of took 2 1/2 weeks and consisted of one phone call to [redacted] in which he denied any memory of my insurance upgrade on both of my vehicles. When I asked to speak the manager of the agent who conducted this absurd "investigation", the manager of the department contacted me and rudely told me that there was no record at all of my half hour phone call with the agent who had confirmed she could see the error in the system. I have the phone record and the name of the agent I spoke with. The manager of Allstate's investigation department strikes me as incompetent as she was unable to grasp that I had called at 11:30 PM in Los Angeles on March 11th, and the Allstate would have registered the call as a 2:30 AM call EST the following day. I have filed a claim with the [redacted] and have every intention to ultimately sue Allstate if they are unwilling to honor the collision and comprehensive insurance I was paying for at the time of this accident.
Final Business Response /* (4000, 14, 2015/06/11) */
Thank you for forwarding Ms. [redacted]'s concern to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view, although we have sent a letter to the customer on June 11, 2015 in an attempt to address any issues. We sincerely apologize for any inconvenience or frustration she may have experienced in this matter.

Complaint: 11538344
I am rejecting this response because:My concerns have not been resolved.  I am awaiting a resolution to my concerns.
Sincerely,
Esi [redacted]

Please provide a claim number or policy number so we may further our investigation.  Thank you!

Initial Business Response /* (1000, 5, 2015/07/30) */
Contact Name and Title: [redacted]
Contact Phone:[redacted]
Contact Email: [redacted]
Unfortunately, the 1990 Ford F150 that rear-ended the vehicle operated by [redacted] was not insured under the Allstate policy and we are...

therefore unable to provide coverage for this loss. [redacted] has now reported the claim to his own carrier. It is our understanding that his carrier his handling the loss as an uninsured motorist's claim.

Initial Business Response /* (1000, 5, 2015/10/12) */
Thank you for forwarding Mr. [redacted] concern to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view,...

although we have sent a letter to the customer on 10/12/15 in an attempt to address any issues. We sincerely apologize for any inconvenience or frustration he may have experienced in this matter.

Initial Business Response /* (1000, 6, 2015/08/14) */
Hello [redacted]
Thank you for speaking with me regarding your injury claim settlement. As we have discussed and agreed, your claim has been settled for $8,750. This includes payment for the liens received for [redacted] Hospital...

and[redacted] Hospital. Payment for the remaining settlement will be issued directly to you, as we discussed.
Thank you,
[redacted]