Agence d’Edmonton-Nord

I called in pursuit of a quote, only to encounter a man who refused to give their name whose approach to customer service was as brusque as it was dismissive. As I began to explain my foreign driving history—a perfectly reasonable and relevant detail—the conversation was unceremoniously terminated. No explanation, no attempt at engagement—just the dull thud of the line going dead. Such conduct is not merely unprofessional; it betrays a stunning lack of curiosity and an utter failure to meet even the most basic standards of civility.

Réponse: Hello. We would like to learn more about your recent experience. Please email edmontonnorth@allstate.ca your full name, policy or claim number and contact information and we will have an Allstate representative connect with you.

Terrible experience with allstate claims and customer service. If you want to be ignored and wait on hold for 1 hour plus for months at a time, then you are in good hands! I have been an allstate customer for almost 3 years and never had a claim with them until a few months ago. The sales department is good at getting you to sign up for a policy, but when I had a claim that's where customer service was non-existent. I was in a no fault accident and was able to get in touch with someone from claims to get a rental and drop off my car at the shop. After that my adjuster was supposed to reach out, I did not hear back for a week. I had to get in contact with allstate and was finally assigned an adjuster. A month passed and I did not hear anything from my adjuster despite multiple phone calls and emails to my initial claims person, customer service and my adjuster. They kept telling me my adjuster would reach out shortly. However my rental was going to expire, but they would only extend it for up to 1 week at a time (imagine having to call in weekly being on hold for an hour+ just to have your rental extended, some people told me they couldn't do it and only my adjuster could, so I called back and spoke to someone else). After a month of this I reached out to my original sales agent telling them of my experience, she forwarded this to her manager and what do you know, my adjuster calls me within the hour. Tells me that they are still not sure if my car is total loss or repairable and then orders a mechanical inspection. My adjuster told me she would call me the next day with an update. Well 6 weeks passed without any word from my adjuster (despite her telling me she would reach out the next day with an update). I tried calling multiple times, left voicemails, called the customer service line and they would say my adjuster is busy and would reach out shortly. I have had multiple occasions where they would say a manager would reach out in 48 hours, but I never had anyone reach out. Of course I still had to call continually to have my rental time increased WEEKLY. So i tried reaching out to my sales agent again and was ignored the second time around. At this point I am out of options, it has been over 2 months and I still do not know if my car is a total loss or repairable. So i found out who the Ombudsperson was for allstate Canada and reached out with an email telling them of my poor experience. She said someone would reach out in 48 hours. My adjuster finally calls me the next day and tells me my car is a total loss and she would extend my rental until they can finalize everything next week. Well next week rolls around and I call the car rental company to make sure the rental has been paid for and apparently allstate did not extend my rental for the past month! So I would have been liable to pay for the rental if I just dropped it off. I tried to reach my adjuster and was ignored of course and the customer service line told me only my adjuster can extend my rental. So i am without help again and my rental is due for return the next day. I had to reach out to the ombusdperson again! They forward my case to management and my adjuster calls me in the next few hours and extends my rental. I have never experienced such an incompetent level of customer service with any other insurer. I should not have to reach out to your ombudsperson twice. After 3+ months things are finally settled and I definitely looked elsewhere for better insurance. So if you want to be in good hands, keep looking elsewhere!

Réponse: Hi Baljinder. Helping our clients is important to us and we are sorry to hear of your recent experience. If you could email edmontonnorth@allstate.ca your full name, policy or claim number and contact information, we will get an Allstate representative to reach out to you.

Absolutely worst customer service. Change address on my auto and property insurance almost month ago. They were supposed to have sent out our new policies and pink slips. Never recieved. Now postal strike looming. Tried to call and 90 minutes on hold and gave up. 6 months ago when we bought new car same thing happened and had to call to have them send again if they even sent the first time. This is totally unacceptable as we have been with them over 10 years and never had a claim. Maybe I'm old school but I still expect service we paid dearly for. Don't bother saying to email you because I have no faith anyone will answer that either. And I don't have Google play or whatever yo download something.

Réponse: Hi Valerie. Thank you very much for bringing this concern to our attention. To help better serve you, please email edmontonnorth@allstate.ca your full name, policy or claim number and contact information. We will get an Allstate representative to reach out to you.