My family has been with this agency for over a decade. Like a previous reviewer stated, my policy randomly cancelled because my credit card " declined " so the auto payment didn't go through. Apparently, a letter was sent out even though I opt for electronic correspondence. They cancelled the policy right away and sent my bill to collections. Perhaps this is standard policy, but as a professional, myself, I would make sure that we attempted all forms of contact to save a customer. I called Allstate in June/July and spoke to Amanda, who explained about the termination and apologized. I gave her my credit card information over the phone to pay my debt and reinstate my auto policy- mind you, I had been driving around for months without auto Insurance and had no idea !She said the collection bill would clear after the payment was made. I also thought she had reinstated my policy. The payment and reinstated policy NEVER happened. It wasn't until September when I tried to renew my car registration that I found out I had been driving around again , without insurance.
So, on account of being human, I've done my due diligence to understand and accept responsibility for any miscommunication on my end. HOWEVER, I had to call this agency 3 times ( and left VM) and then call the 800 customer service number to obtain any answers. The customer service rep attempted to connect me. When we got disconnected, I called back and Sebastian ( the manager) told me Amanda was busy. He asked if he could help but then proceeded to speak over me and altogether seemed unconcerned. I attempted to explain what happened and he interrupted with questions before letting me finish. Furthermore, he got annoyed and became condescending . He actually admitted to being annoyed and said that we should take a minute to cool down before proceeding because he was annoyed and I was obviously annoyed too. As someone who has worked for Centene and understands high volume high stress insurance and medical management, I know how irate customers and providers can be, but his response was unprofessional and almost hostile.
I had to repeat myself because he wasn't listening and was too busy interrupting me asking questions that I had already answered. Then proceeded to tell me that I hadn't provided the information.
A day ago, all I wanted was an explanation as to what happened, if the payment was ever made or did I still have a collections bill, and to reinstate my insurance. No one would call me back. Today, I wanted an explanation and an apology. I'm shocked at how I was treated and how the office manager handled this situation. It could have gone very differently. I switched to State Farm for my auto , condo, and life insurance . read more
