I assumed talking to my own agent's office on island would be better than being ignored and not called back by the 1-800 corporate contacts at Allstate, but this was no better. I called back, again, today after not having a call returned from earlier this week. This time, I had a terrible interaction with Zach, the "Office Manager". At least the previous interaction that resulted in the unreturned call was from a kind person who seemed to want to help.
Zach was rude, arrogant, disregarded my concerns and the cherry on top, had zero answers. For being with this company "10 years", as he was bold enough to share, his lack of professionalism, compassion and answers sure doesn't speak to that tenure- zero Aloha and zero tact that a manager should have. Zach, I also manage a company on island that I've been with 10 years and know that when a call comes to me, they will hang up feeling heard and all questions answered. I hope no one else has to talk to this jerk if they need resolution.
Konaneakamahina Awo de la Nux
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March 29, 2025
I am updating my review from a 1 star to a 4 star, due to Matt calling me and genuinely caring about improving my experience. I appreciated the call and I understand things take time, however better communication is needed and I believe Matt and his team will deliver that.
I have hurricane insurance through Allstate and for the most part, I don’t need to contact them for much. I pay my premium and the provide my coverage. Nothing crazy. Recently, my mortgage lender reached out to them for a copy of my policy. They never returned any messages, I emailed Matt who was very responsive when I first signed up more than 10 years ago. He never returned any voicemails or emails. I finally got in touch with Tony, he was nice and said he would help me and send over my policy, no problem - this was on a Friday. I never heard back, and by Monday, my mortgage lender never received anything. I called on Monday and Tony informed me he was getting an “error” so his coworker sent it. I called my lender and they still haven’t received anything. I understand things happen but no excuse for ghosting me and not responding to emails or voicemails. When I texted the customer service number to ask how I can leave a review, all of a sudden I got an email with my policy. Not sure if that was coincidence or not, but definitely frustrating. I always try to support local businesses and this experience is making me want to switch insurers especially since they’re not the cheapest either, combine that with poor customer service, no sense staying with them.
Rick
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September 01, 2023
Fantastic agent. Tony is always willing to answer my questions and show me ways to save money. He's quick to respond to email. He was quick to pay the tow bill.
K H
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April 09, 2024
Great service. If I ever need anything, they are there to help. I received better pricing than competitors. After the Lahaina fire, they were proactive and came to my town to check if our cars survived. They know how to take care of their customers.
Brian Griffith
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January 16, 2024
Service and people are nice and efficient, BUT, I got in an accident (not my fault) and there are zero body shops on Maui that are willing to work with Allstate Insurance to get my car fixed. Reports from the body shops report that there difficult to work with, don't want to pay etc. So this makes it very difficult to have Allstate Insurance here. Luckily, the accident was not my fault so I was able to use the other party's insurance, which was accepted.
I assumed talking to my own agent's office on island would be better than being ignored and not called back by the 1-800 corporate contacts at Allstate, but this was no better. I called back, again, today after not having a call returned from earlier this week. This time, I had a terrible interaction with Zach, the "Office Manager". At least the previous interaction that resulted in the unreturned call was from a kind person who seemed to want to help. Zach was rude, arrogant, disregarded my concerns and the cherry on top, had zero answers. For being with this company "10 years", as he was bold enough to share, his lack of professionalism, compassion and answers sure doesn't speak to that tenure- zero Aloha and zero tact that a manager should have. Zach, I also manage a company on island that I've been with 10 years and know that when a call comes to me, they will hang up feeling heard and all questions answered. I hope no one else has to talk to this jerk if they need resolution.
I am updating my review from a 1 star to a 4 star, due to Matt calling me and genuinely caring about improving my experience. I appreciated the call and I understand things take time, however better communication is needed and I believe Matt and his team will deliver that. I have hurricane insurance through Allstate and for the most part, I don’t need to contact them for much. I pay my premium and the provide my coverage. Nothing crazy. Recently, my mortgage lender reached out to them for a copy of my policy. They never returned any messages, I emailed Matt who was very responsive when I first signed up more than 10 years ago. He never returned any voicemails or emails. I finally got in touch with Tony, he was nice and said he would help me and send over my policy, no problem - this was on a Friday. I never heard back, and by Monday, my mortgage lender never received anything. I called on Monday and Tony informed me he was getting an “error” so his coworker sent it. I called my lender and they still haven’t received anything. I understand things happen but no excuse for ghosting me and not responding to emails or voicemails. When I texted the customer service number to ask how I can leave a review, all of a sudden I got an email with my policy. Not sure if that was coincidence or not, but definitely frustrating. I always try to support local businesses and this experience is making me want to switch insurers especially since they’re not the cheapest either, combine that with poor customer service, no sense staying with them.
Fantastic agent. Tony is always willing to answer my questions and show me ways to save money. He's quick to respond to email. He was quick to pay the tow bill.
Great service. If I ever need anything, they are there to help. I received better pricing than competitors. After the Lahaina fire, they were proactive and came to my town to check if our cars survived. They know how to take care of their customers.
Service and people are nice and efficient, BUT, I got in an accident (not my fault) and there are zero body shops on Maui that are willing to work with Allstate Insurance to get my car fixed. Reports from the body shops report that there difficult to work with, don't want to pay etc. So this makes it very difficult to have Allstate Insurance here. Luckily, the accident was not my fault so I was able to use the other party's insurance, which was accepted.