After a rather huge blunder with our auto insurance by our Allstate agent, I reached out to them to correct their mistake and right the wrong. Unfortunately, I was getting no help from our Allstate agent so I wrote the following to the Allstate Resolution Team. They read it and got right back to me, only to say that they had reviewed my situation and nothing else could be done. According to them, Allstate had done nothing wrong. If you are considering Allstate, please read: "My wife and I have been long time customers with Allstate for both Auto and Home insurance. We first joined Allstate in NYC and had a home in Upstate NY as well as a Condo in New York City and 2 vehicles covered by Allstate. We ended up adding 2 more condos in NYC, so at one time we had 3 condos, a home in Upstate NY and 2 Land Rover vehicles all covered by Allstate. We moved to Los Angeles in 2019, kept our 3 NYC condos covered by Allstate's Tim Berryhill office but switched our vehicles to the Allstate Santa Monica office. All had been going well until last October, 2023 when we traded in our 2018 Range Rover for a new 2023 Range Rover Hybrid which we purchased through my wife's company. I immediately contacted Jess Kaur's Allstate office in L.A. To get the insurance switched to the new car and to remove the traded in 2018 Range Rover from our policy. She said she would take care of everything and congratulations on your new purchase... But then I received a call from that office informing me that, since we purchased the new vehicle through my wife's company, we would need corporate insurance. I pointed out that the title has both my wife's company and her name on it. I was informed that that did not matter, we would have to purchase corporate insurance for the new vehicle. The office would look into it and get back to me. I received a quote from Progressive that was forwarded by Allstate and then I spoke with an Allstate agent who specializes in corporate auto insurance. She recorded our call. On the call she is telling me about the cost and so forth and I said I needed to speak with my wife. Next thing I know, we receive our proof of insurance from Allstate and listed are 2 vehicles, a Land Rover and a Range Rover, so I thought that meant we were covered. Well, it wasn't until 5 months later, when a man opened the driver side door of his parked vehicle into an active traffic lane while my wife was driving by and damaged the side of our new Range Rover, that we discovered that our new car was NOT covered. It was actually our traded in 2018 Range Rover that was somehow still on the policy that we were paying for. I fully admit that I should have read the proof of insurance more closely as it did have the years of the 2 vehicles listed but someone at Allstate seriously screwed up by putting the wrong vehicle on the policy and it cost us 5 months of insuring a car we no longer owned as well as all the trouble and cost we have had to go through dealing with the damage inflicted on our new car. Under the circumstances, I thought perhaps Allstate could at least help streamline things with the claim and the other insurance company who's driver was at fault. I was informed that they made a call and was told that the other driver said it was my wife's fault and that I would have to deal with this on my own. Nothing else could be done for us by Allstate regarding this incident. I was even informed that I had in fact declined the Progressive coverage and that is why the new car isn't covered. Well, I never declined coverage and I was never told that if I did not respond that that would mean I declined coverage. That is when I was sent the recorded conversation I had with the Corporate agent. She said that I say it on the recording. I listened and did not say I declined, I said I needed to speak with my wife. Then I received the proof of insurance so I was under the impression that we were covered. I wrote multiple times to Ms. Kaur pointing out how long we have been a customer and how Allstate was also at fault here because of the 2018 vehicle we no longer owned being left on our policy. She finally wrote an email to the other insurance company's claim department on our behalf because she had seen the pictures we submitted as evidence that proved it was absolutely the other guy's fault. She pointed out the California Law that pertains to exactly this scenario and how it clearly states it would be the other driver's fault because he opened his door onto oncoming traffic. I was very appreciative of the email, but nothing came of it. I was told that phone calls were being made but that the claims agent from the other company was never answering. I finally called myself and got the claims agent on the phone right away. She was not aware of anything that had come from Allstate, so I had to start from the beginning. It took 5 weeks but we now have our vehicle in the shop and the other driver's insurance company is paying for it. But then there's the problem of insuring our new car and getting refunded for the mistake by Allstate of putting our traded in car on the policy which we were paying for on a monthly automatic payment. Ms. Kaur told me it was being 'backdated' and that I would receive a refund. Well, the refund came... it was a check for just over $400. I was confused because it should have been a lot more. After sending emails and leaving messages, I finally spoke to a new employee named Thomas and asked him to explain the check amount vs what we had paid. He needed to research it and get back to me. When he did, he informed me that the refund was used to pay off the policy and that the $400 plus was the difference. I informed him that we were on auto-pay and we did not elect to pay off the balance on the policy. He said that this was Allstate Company Policy. I said that that makes no sense. Allstate made a big mistake here, which we have been paying for in more ways than one, and instead of apologizing and giving us a choice in terms of the refund, Allstate is paying themselves first and giving us the leftover. Since I found this out I have been trying to speak with Ms. Kaur but have yet to hear back from her. I would like to see this company policy that doesn't give the customer a choice when Allstate is at fault. I'm extremely disappointed and would like some sort of explanation, let alone an actually apology for the costly mistake. I thought the many years we have been with Allstate would mean something, but I guess not. I am writing this to you because I'm not hearing back from the Kaur office and so I need to let the higher ups know. My wife and I have begun shopping around to move all of our Allstate policies (auto and home) to another insurance company. The lack of customer service has been very upsetting. We have not at all felt as if we were in good hands. I would appreciate a call from someone higher up. I am happy to add details and answer questions."

Really bad insurance compony always hide behind Email and slow to act
DONT BUY ALLSTATE.

Save yourself a lot headache

I would like to take a minute to explain the multiple headaches and horrible customer experience I received during my first ever insurance claim. I have had 0 at fault accidents in all my years of driving and this is my first (No fault accident). I assumed this was going to be a simple and easy process but boy was I wrong.
On the Day of February 22nd, 2019, I was stopped at a red light and got rear ended very badly. Cops and ambulances showed up on site due to the gravity of the accident. Once they left, I was told by the police that we should get my car towed but I have worked as a body shop estimator and repair planner/shop foreman and I understand the cost associated with towing and vehicle storage at tow yards. Me thinking I will try and help my insurance out and save them the hassle and cost of the towing so I drove my car straight to the body shop.
Once I got home, I called Allstate to get my claim going. The claim adjuster was Japesh Mistry. I gave him all my info including the police report number. Right away from the start this is where it's all down hill Japesh then tells me I need to go to the police station to get the police report even though I just gave him the police report number. Keep in mind I have been in the industry for many years and I understand how it works. Rather than just calling himself and doing his job he was trying to get me to go get it I just got in an accident the last thing I want to be doing is someone else's job. I give Allstate $3398. 00 a year! Is this not why I pay? To have someone take care of things like this is in case of an accident? Our phone conversation continued and he told me I had the right to a rental vehicle, I asked if I did not take a rental vehicle if I could get a kick back in cash like most insurance companies do, but no of course not. I still did not take a rental to save Allstate money hoping that this might reflect the rest of the service I was going to receive during this claim process but once again, boy was I wrong.
The following week I got contacted by another department of Allstate for injuries. My adjuster on this file was Diane Coutts. We spoke briefly as I was at work and I asked her if we could talk later, I advised her that I already went to see my chiropractor after the accident as I had very bad back pain. She called back in the evening but I missed her call as I was at the chiro again. I called back the following morning and her voicemail stated she was gone for a week and to contact someone else within that department. I then called one of the other adjusters on her list to get things going. The name of the adjuster is Kim (Can't remember her last name but here is her direct line *******074). I called twice and left 2 voicemails and no one ever got back to me. What kind of service is this? No follow ups were done. I then had to email the manager (Jessica Hardy) myself to get any sort of answer since obviously no one was going to call me back. Jessica then apologized and said she would talk to Kim ASAP and have her contact me. She asked me best way to reach me, I gave her my e-mail address and cell number and that was that (This was February 27th). I waited and waited and once again Kim did not follow up or try and reach me (No missed calls, no voicemails and no e-mails). I see how deeply Allstate cares about their injured customers, I guess once they have your money who cares right? On March 4th finally I get a follow up by Jessica asking me if Kim or another adjuster had reached out to me, I told her no, she then told me 'Hi Mat, Ok, I'm on it. I'll keep you posted''. Days went by, of course still no follow up. As someone who was in an accident, something that is already not a fun experience, Allstate made sure to make it even worse. Is it so complicated to follow up and call or email someone back? Finally, on March 7th I got a call from Diane Coutts. She said she would send me some sort of package to fill out to get things going. At this point I was so fed up by the no one contacting me I didn't even want to proceed with anything. She called back weeks later to follow up, finally wow someone called back without me having to call or email first. I explained to her that at this point I was so fed up with Allstate I dint want to deal with them anymore and I was paying it out of pocket. I honestly can't believe how ridiculous reaching someone after an accident is. I'm not a high risk customer, I always pay my insurance on time, I had 3 vehicle insured with Allstate, I have never had an accident and I have never made an insurance claim so why am I getting this kind of Service, It's insulting not to be called or e-mailed back and need to call or e-mail myself many times before reaching someone.
The story then continues, during all this frustrating time with the injury department the same thing went on with the actual vehicle claim of the vehicle. The estimate on my car was completed and sent in to Allstate on February 26th. I then called Japesh to get an update, he then told me it's in the hands of the body shop. I then told him I went to the body shop in person and they had submitted the estimate already. He told me he would look into it and get back to me. Of course, I assume its Allstate policy to NOT FOLLOW UP with their customers. I had to call Japesh on average of 10 to 12 times a day before I could get a hold of him. I left many voicemails for him to call me back but he didn't so I had to keep calling until he actually answered his phone. We finally spoke, he told me the estimate was never submitted and it was in the body shops hands and out of his control. If there is one thing I hate, it's being lied to and let me tell you there was more then one lie from Japesh. I am very good friends with the body shop manager, I also worked for assured in the past so I can assure you they brought my car in right away to do the estimate and submit it. I even checked the status in Mitchel (The software for estimates) and the status was 'sent, pending approval''. Why lie to me? It made me so mad. I called so many times to get updates from Japesh and it was always the same excuses. I finally called him and he told me the estimate had been approved and they could start the repairs (Yes of course I had to call because he sure as hell was not going to). I then told him I did not want my car repaired and that I was going to sell it like that at an auction and I was going to take the cash pay out instead. He assured me it would be no problem and he would issue the cheque and sent it out first thing the next day.
A few days went by still no cheque and of course no follow up from him so I decided to call in (Many calls and messages left once again before I talked to him). He told me 'The cheque is approved and is sent in the mail, you should be getting it soon''. I waited a couple more days and of course no cheque in the mail, no follow up once again. I called in again, he then told me there is a lien on the car and he cannot issue the cheque to just my name. ARE YOU KIDDING ME! Why would you lie and tell me it's approved and sent out only for me to keep calling and being told it's not even approved yet! I know there was a lien on the car, he should have simply told me it had to be in both names and that would have been that. I am well aware of how it works. Why lie to me? He then instead of actually sending the cheque like I asked several times, sent me and e-mail stating I should get the car repaired instead It's my car, my choice and I made it clear many times what I wanted but once again I was given the run around. I had to call in AGAIN and tell him to send the cheque. He told me no problem he would send it out the next morning. I was running the car at the auction the Thursday so Wednesday I called in to get an update to see when the cheque should be coming in. He then tells me oh it has not been approved yet! Are you kidding me? So why tell me you were sending it out the next morning if it's not even approved yet, why lie AGAIN! I delayed my car running at the auction because I did not want to sell it without having the cheque in hand. I then called Japesh to explain to him the car was running through auction and I needed the cheque before the following Thursday. He assured me you should have it no problem bla bla bla. I ran the car through auction and it sold. It sold for less then what I owed for obvious reasons so I needed the cheque to pay off my lien. I had one day to pay the lien off if not the auction could not release my car. I called in to talk to Japesh and no answer and left messages but of course no follow up. I waited till Friday afternoon to see if the cheque would come in like Japesh told me it would but It did not so I had to make other arrangements to pay off the remainder of the balance on the car if not I had to take the car back.
I finally ended up contacting Japesh and told him I had sold my car and that the cheque he had sent with my name and lien holders name would not work as the lien was paid off. He then asked me to send in proof of the lien pay off, which I did. He then tells me no it's not good enough even though it's literally the paper the bank gave me. I then had to make calls to the bank to figure out what other papers they could give me for him to send the new cheque. I sent him another paper from the bank and then he told me that one works. He told me the cheque would be sent out right away After my experience with the first cheque I knew I was going to be messed around with so I asked him if Allstate could simply do an e-transfer to cut down all the hassle and for me to pay back the difference of the car I had to pay out of pocket due to lies and wasted time from Japesh on the first cheque. He told me yes sometimes they do it, he would look into it and call me back... Hahahah boy what an idiot I was for believing him. Of course, he never called back! I then sent my final e-mail to Japesh on March 25th (Yes over a month later still not resolved)! I expressed my concern about the whole situation and asked once again about the e-transfer. I also asked him to get a manager involved or at the very least to give me the contact information to a manager I could contact because I wasn't going to hold my breath for someone to call me back. Surprise surprise, Japesh never replied to my e-mail, never got a manger involved or sent me information on what manager I could talk to about this.
I have never received such bad service and especially considering it was not even my fault. The follow up service from Allstate insurance is by far the worse thing I have ever experienced; I honestly don't even understand how Allstate is still in business. I also can't believe I was lied to more than once.
I have since bought a new vehicle that I did not insure with Allstate and I have cancelled all my vehicles with Allstate. I also got a quote from Cooperators for the same vehicles I had insured with Allstate and They were $300 less a year. I am so frustrated with Allstate insurance. The only person in all of this that has actually done her job properly and followed up is Natasha Gaudet. It's too bad that only once I cancel everything and lived through this hell of making a claim that now someone follows up. Natasha asked me if in one year when I am due for renewal if I would consider getting a quote from Allstate if this whole situation got resolved. I told her that if this got resolved I would consider.
Please note that I will also be doing an online review as I don't want other people to go through what I just had to go through. I went through sleepless nights, I had to waste so much time at work to get a hold of anyone over there. People should know what kind of service to expect once Allstate already has your money.

Mathieu Caron