Allstate Insurance

Thank you for contacting our office regarding Ms [redacted] ’s concerns Upon further review, it has been determined that the Washington Department of Insurance is actively investigating this same issue The file number for this investigation is [redacted] We respectfully request that Ms [redacted] contact the Washington Department of Insurance with any questions she might still have It is our ultimate hope that Ms [redacted] finds the pending resolution reached by the state to be a satisfactory one Allstate Indemnity 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 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 forwarding [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 response to the Revdex.com on 9/19/in an attempt to address any issues We sincerely apologize for any inconvenience or frustration she may have experienced in this matter

Complaint: [redacted] I am rejecting this response because:I didn't agree with the answer Allstate gave the Oregon department of consumer and business if I did I wouldn't have come here to begin withWhere did the full responsibility fall in to play that the claims representative said would happenThe claims representative originally said to give her the [redacted] car rental information and that she would pay them directly and that we shouldn't have to put it on our cardWhen it came time to renew the car rental [redacted] had nothing from our claims representative who was taking full responsibilityThere isn't any co-worker, friend or otherwise that we have educated about what happened here agrees with Allstates decisionThis must be a form of legal stealing from the consumerFact is that we were out of a vehicle until the body shop was finished the insurance company responsible for that should pay for that and take full responsibility Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/09/30) */ Contact***me and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@allstate.com 4/15/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 monthThis was explained in the initial conversation, documented on 4/15/[redacted] initial payment was received to support her Washington policyThere 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/and 5/15/ On 4/24/staff here sent [redacted] an email reiterating the 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/[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 obligationWe again reviewed the reasons behind having the higher initial billShe was advised the amount needed to be paid to keep the contract healthyWe agreed to suspend the auto withdrawal scheduled for [redacted] and she would pay directly On 4/28/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/[redacted] called in and made a payment that was half what was due, we emailed a receiptIt is not clear from the comments what she was told regarding making a partial paymentMaking a payment half of what was due would ordinarily spark some conversation either to or from the customer 5/18/I sent another email offering to answer any questions [redacted] might have about her billings 6/15/We attempt to take payment via ACH withdrawal, per agreementThe payment is returned***F on 6/18/ 6/19/As [redacted] has not made good her financial obligation and now has her cancel bill in front of her and calls inShe spoke with a third staff member who went through the billing history and requirements to bring the policy activeAt this point the policy is now out of force 6/22/[redacted] called in to make another partial payment but, this time, on the Cancellation billThe policy was already out of force daysShe was told the payment was not reinstating coverage, she needed to make the balance owing goodWe again reviewed the reasons for having had the higher initial billWe emailed a copy of the receipt to herAllstate, along with all the other bills and notices, sent a notice of*n-Reinstatement due to the short payment 6/29/[redacted] called having had a small accident over the weekendWe 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 supportedLet the company do their due diligence to determine coverageI called claims to let them know this was likely going to need a higher level investigation An investigation was conducted by Allstate, we were interviewedI expect [redacted] was interviewedOn 7/20/a denial of coverage letter was sent to [redacted] ***, mailing date likely around 7/23/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 complaintShe called because she had a collection notice in front of herDue 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 noticeAt the time of this call we did not know that the other party was also an Allstate insuredThe damages to the other car are owed and collectibleAs it is a smaller loss, like other similar claims, it was simply turned over for collectionThe collection notice was from Allstate but we did not know that at the time of this callThis 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/Attempts to call [redacted] to update her now have been unanswered 9/28/Reviewing claims documents the denial letter was mailed to an old Alaska address, it is unclear whether it would have forwarded to her current addressSpeaking with claims, [redacted] was interviewed by both the adjuster for her own policy, [redacted] and by the adjuster for the third party claim with AllstateStatements taken by both adjusters N***'s contention that we failed to inform her regarding her billing status falls very very flatShe 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 receivingShe 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 aboutIt is true that we had 'N.' instead of 'S.' on one document internal to the agency and she became aware of that at some pointEvery application, policy, or billing document created by the agency or by Allstate has her correct addressThis 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 billedI understand and regret her frustration with what she owes but we did what we could to keep her informedWe 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 messengerMy 'rudeness' is my apparent failure to agree with how [redacted] wants to view her situationShe 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 years I have never had a Revdex.com complaintThis is a firstAdded to that, in over years, if this is pursued, this will only be the second OIC complaintThe last was over years ago and was not sustained against meI think we are on very firm ground in this situationThat said, I want my customers to be cheerleaders for my agency[redacted] will apparently not be on my cheer squad Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/30) */ (The consumer indicated he/she DID***T accept the response from the business.) This is a blatant lie quite honestlyWhen I called and requested to transfer my policy from Alaska the option I was given was to set the account up on the EZ payWhich was explained that it would set me up with automatic payments which was explained to me it would pull 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 onShe did not at any point in that conversation reference that I needed to pay anymore than the monthly paymentsI called in for the following months inquiring on why I was still being billed through the auto pay for, what my understating was months of serviceThe reps I spoke to on those occasions both gave me different answersIt'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 wasI've been over this so many times with AllstateThis is the entire reason for my complaintI explained to them countless times I would never jeopardize not having auto insurance I have a brand new vehicleI never had any issue with my office in anchorageIt wasn't until I moved my policy to Washington that I began having issues with billing and explanation of services and general informationThey have yet to send me an itemized list of the charges I supposedly owe them for the claim the other motorist filedYet they sent me to coections and continue to insure me Final Business Response / [redacted] (4000, 9, 2015/10/02) */ Thank you for forwarding Ms***'s concern to our officeCustomer concerns are important to us and we appreciate the opportunity to address themDue 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, in an attempt to address any issuesWe 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] of Insurance is actively investigating this same issue The file number for this investigation is We respectfully request that Mr [redacted] contact the [redacted] 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 Property 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*** 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 / [redacted] (1000, 5, 2015/09/24) */ Thank you for forwarding [redacted] concern to our officeCustomer concerns are important to us and we appreciate the opportunity to address themDue 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 9/24/in an attempt to address any issuesWe sincerely apologize for any inconvenience or frustration [redacted] may have experienced in this matter

Thank you for contacting our office regarding Mr***’s concerns Upon further review, it has been determined that the Pennsylvania Department of Insurance has completed an investigation on this same issue Our records indicate that we provided a formal response to the state on April 12, to clarify our position regarding his concerns The file number for this investigation is [redacted] We respectfully request that Mr [redacted] contact the Pennsylvania Department of Insurance 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 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*** 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 Ms [redacted] ’ concerns Upon further review, it has been determined that the Florida DFS is actively investigating this same issue Our records indicate that we provided a formal response to the state is due on 11/16/to clarify our position regarding her concerns The file number for this investigation is 1- [redacted] We respectfully request that Ms [redacted] contact the Florida DFS 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 Floridian 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

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

Initial Business Response / [redacted] (1000, 10, 2015/05/28) */ Thank you for forwarding Ms [redacted] 's concern to our officeCustomer concerns are important to us and we appreciate the opportunity to address themDue 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, in an attempt to address any issuesWe sincerely apologize for any inconvenience or frustration she may have experienced in this matter Initial Consumer Rebuttal / [redacted] (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 foundThis so-called "investigation" they are speaking of took 1/weeks and consisted of one phone call to [redacted] in which he denied any memory of my insurance upgrade on both of my vehiclesWhen 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 systemI have the phone record and the name of the agent I spoke withThe manager of Allstate's investigation department strikes me as incompetent as she was unable to grasp that I had called at 11:PM in Los Angeles on March 11th, and the Allstate would have registered the call as a 2:AM call EST the following dayI 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 / [redacted] (4000, 14, 2015/06/11) */ Thank you for forwarding Ms [redacted] 's concern to our officeCustomer concerns are important to us and we appreciate the opportunity to address themDue 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, in an attempt to address any issuesWe sincerely apologize for any inconvenience or frustration she may have experienced in this matter

Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ Thank you for forwarding Mr [redacted] concern to our officeCustomer concerns are important to us and we appreciate the opportunity to address themDue 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 7/9/in an attempt to address any issuesWe sincerely apologize for any inconvenience or frustration he may have experienced in this matter

Complaint: [redacted] I am rejecting this response because: Yes, we are well aware that we've filed a case with the South Carolina Department of Insurance to investigate the complaint that my husband and I filed against AllstateWe have the right to utilize every option that will allow us to file a complaint against Allstate for missing up our credit, listing us as having lapse coverage, etcIf your company, Allstate is doing bad business then the Revdex.com, the Attorney General Office, write a blog, consumers should be able to read about Allstate's bad business practices and until Allstate clear this matter up we're not interested in dropping our case with Revdex.com Sincerely, [redacted] And [redacted] - [redacted] And ***

Hello,Please see attached response RE: Complaint [redacted] Thank you, [redacted] Marketing DirectorIdeal Plumbing Heating Air Electrical [redacted]

Thank you for contacting our office regarding Ms [redacted] ’s concerns Upon further review, it has been determined that the [redacted] Insurance is actively investigating this same issueThe file number for this investigation is [redacted] We respectfully request that Ms [redacted] contact the [redacted] Insurance with any questions she might still have It is our ultimate hope that Ms [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 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 Mr [redacted] concerns Upon further review, it has been determined that the Kansas 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 Kansas 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

Complaint: [redacted] I am rejecting this response because:I am unable to accept this response at this time because the date given as May 27, 2016, when the "response" was submitted to the Department of Insurance hasn't occurred yet How is a company able to submit a response for a future date? Sincerely, [redacted] ***

We appreciate the opportunity to review our claim handlingCustomer experience is always a great concern for usWe will review the situation and contact [redacted] directly to address her concerns

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Dear Revdex.com: Your email dated January 31, that was sent to [redacted] at Allstate Insurance Company has been forwarded to my office for handlingWe have documented Ms [redacted] concernsPlease be assured that the necessary level of corrective actions will be taken to try and prevent any similar situation from happening againWe regret to learn of the amount of time that her roadside event had takenI left Ms [redacted] a voice mail message extending our apologies and letting her know that we are processing her a good will accommodation which she should receive within five to seven business daysI trust that the above information has been helpful in your investigation of this matterPlease contact me if you have any additional questionsSincerely, [redacted] Customer First Team Manager

Thank you for contacting our office regarding Mr [redacted] concerns Upon further review, it has been determined that the Illinois Department of Insurance is actively investigating this same issueThe file number for this investigation is ***-*** 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 pending resolution reached by the state to be a satisfactory one Allstate Property 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