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    Ask the Community - Lance Matsumura

    Cheryl Kim - State Farm Insurance Agent - State Farm Logo

    Cheryl Kim - State Farm Insurance Agent

    (7 reviews)

    My wife and I recently retired and moved from California to South Kohala. I initially tried to…read morefind insurance for our condominium unit through direct dealings with well-known national carriers we recently used in California. It quickly became apparent that the national carriers had not committed to serving the islands as they do on the mainland. For instance, their centralized agent call centers were often unavailable because of the time differences, and we had a difficult time linking up with local representatives that seemed to take calls on a rotating basis. Even more importantly, their policies did not meet our HOA's requirements; so, we had to look elsewhere. When we asked for our property manager's input, he advised that most of our neighbors work with Cheryl Kim's State Farm agency in Waimea. That was good news to me because I previously had excellent auto and homeowner policy relationships with State Farm via a few of its local agents in California. Contrary to the national "call center" carriers, I easily found Cheryl Kim's web page which described her office's experience, expertise, products and attitude toward our community. We appreciated that we had complete and clear contact information and knew we would receive personalized attention. Communications with Cheryl Kim's office were reliable and efficient. My initial contact was with Robert Ragasa who listened carefully, assessed our needs and suggested appropriate policies at competitive rates. Having a designated local agency made all the difference. We now know that Cheryl and Robert will be available in real time, know us personally and give us sound advice in a timely way. As our comfort levels increased, we asked Cheryl and Robert to take over our automobile and even Medicare supplement plans (which I was surprised State Farm makes available). This is an unbiased and independent review. I merely hope anyone navigating the personal insurance market - especially those new to the islands - finds this review helpful.

    Excellent service and great customer service with strong Aloha! Always ready to help with various…read morevalue features to insure your business and home.

    Robert Shimabuku - State Farm Insurance Agent - Your pets are family, and their health matters. Pet insurance can help cover unexpected veterinary costs--from accidents to il...

    Robert Shimabuku - State Farm Insurance Agent

    (13 reviews)

    One of the few businesses in hilo that has great customer service and clearly communicates with its…read morecustomers. They are honest, transparent, responsive and helpful on all insurance matters. Highly recommend them. May not be the cheapest but you get what you pay for.

    Myself and my husband have been loyal customers with state farm for over 20 years. We will be…read moreeternally grateful to Gail Williams in Concord CA for her service she treated us like family. We moved to Hawai'i in 2023, my husband unexpectedly passed in 2025. I was informed in 2026 of dividends that he had and they would be sending them to me, his widow. I informed the rep that my husband is deceased and there is no way for me go recoup these funds if they were in his name. She did not offer me any assistance and unsympathetically and robotically, replied, "no you would not be able to cash these." Hung up the phone after replying. Long story short, she did not offer me any assistance on the call, did not inform me there was a third party issuer that i could call and request the cheques be put into my name as the surviving spouse, i had to inform her of the aforementioned, and she did not know any of this information, as she began to look up my research and scramble to give me data i had already given her, via FAQ page she found. I find it humourous that this rep knew i couldn't cash the dividends miraculously, but didnt know about the surviving spouse reissuance clause? I would have gladly accepted, for her to call me back with CORRECT information. She offered me no help nor imformation at all. I truly hope she doesn't treat other long standing customers this way. As my husband's widow I had to do all this research myself and relay all the information to her in a second phone call. Again, on this call she was extremely passive aggressive for absolutely no reason and was totally uncalled for, especially during my time of grieving. She had absolutely no empathy in her voice nor an ounce of customer service. She offered me no further information nor assistance, awful. An uncaring rep at the keaau office, she could not wait to get me off the phone. This rep is in need of sensitivity training, this is not how you treat long standing customers or anyone...is this the example now being set State Farm Keaau?? I am very disheartened by all of this and will no longer use State farm for insurance ever. All it takes is just one employee State Farm, you have your one employee. An hour later, I spoke to State Farms customer Dividend contact Heather. Heather was extreme in her rudeness, she purposely repeated my phone number incorrectly, and then became overtly passive aggressive, why is this behaviour allowed to happen? Her aggressive tone and rudeness i could not longer stand and I ended the call. I can not longer allow myself to be treated this way by State farm and have realised i will not get the help necessary to correct this situation. Since I have no other recourse I will have to forego the dividends. I am disgusted by State Farm and my departed husband would have been too, especially at my treatment by these two employees.

    Lance Matsumura - homeinsurance - Updated August 2026

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