allstate customer service offers a range of options for customers to contact their local agent or customer support team. The website has an online search locator to find an agent in your area, plus a live chat and several separate departments for various issues. The company also provides an app for phone and online support. Customers can also text ALLSTATEAPP to 25788 for a link to download the Allstate mobile app.
Overall, the company’s customer service is good. The Allstate website and mobile app are easy to use and provide extensive information about coverages, including how to file a claim. Allstate also has a wide variety of discounts and rewards programs, like Drivewise, where you can save on your premium by driving safely.
However, Allstate’s customer satisfaction scores are below industry averages. Its agents and online chat support are available 24/7, and the website includes helpful FAQs to answer common questions. But the company’s call center, mobile apps and online chat are not as responsive as competitors’.
To increase their customers’ satisfaction, Allstate has implemented a number of innovations to improve the insurance process and make it easier for consumers to buy and manage their policies. These include an online quote comparison tool, a personalized experience on the Allstate website and a dedicated mobile app that makes it easier to file claims. The company’s online tools and app are designed to help people get the best coverage for their budget.
Allstate’s traditional approach to auto insurance hasn’t been producing growth on par with some competitors, including fast-growing companies that sell direct to customers. In a bid to grow, Allstate CEO Tom Wilson has cut renewal commissions and is cutting them again this year and in 2023. He has pushed for more direct sales while urging agents to do the same.
It seems that Wilson’s strategy has a deeper problem. It assumes clients accustomed to getting personal attention from an agent they’ve known for years will be happy dealing with a stranger in a call center over the phone or online. But if the company doesn’t deliver on this promise, it risks alienating customers who could easily switch to rivals.
Allstate has an excellent reputation for customer service, but it doesn’t have the scale to match some competitors. It’s a great choice for those who need comprehensive car insurance and who prefer the convenience of digital tools for policy management. However, the company’s poor ratings for its phone and online customer support may lead some consumers to shop elsewhere for a better experience. Customers can choose from a number of convenient payment options, like automatic withdrawals and ePolicy for paperless statements. They can also save on their premium by taking advantage of Allstate’s deductible rewards program and newer-car replacement. The company also offers roadside assistance, which is a useful feature to have in case you ever need it.