Virtual Assist Customer Service

Virtual Assist Positive Reviews

Amazing! AlmostI immediately got a adjuster on the video call which I was honestly surprised by since the reviews suggested otherwise. The video quality that appeared on the screen was pretty bad, it would not focus sometimes making picture acquisitions difficult at times but we made it work. Besides that it was very convenient to have this app forsure made the claim process very simple and worked with my schedule! I personally did not have time to drop my truck off for an initial estimate but I did have time to make a quick 15 minute call get a initial estimate and I was assured if there are other expenses that could not be captured by us but the dealership found then they would cover those as well. Amazing !.JOchoa22Version: 3.6.12

Not the worst, not the bestOriginally did it in the afternoon after lots of back and forth going with the insurance. I was doing it in the afternoon so about an hour left till operating hours were done. Was on hold for an whole hour, which said that they will eventually call me back but didn’t and then operating hours were over. Better done in the morning as that connected quick and had me circle the vehicle, see the mileage, and then area of damage. Guy was honesty quite nice and seemed to be knowledgeable in getting the information. I’m not sure on the image quality but he seemed to be able to read the text prints. He also turned off his video, but I guess that doesn’t matter too much. He said that since there wasn’t a way to tell internal damage, he would hold off on which parts were needed for replacement. All in all, not the best, not the worst app. It’s a pain though..Icy VexVersion: 3.6.3

Fast, easy and the person I talked to was great.It took me about 30 seconds to get through to a live agent, and he talked me through the process of taking pictures of the damage to my car. I got an estimate within about an hour or two, and was able to then get moving on repairs. A really great app, way better than having to set appointments and have someone come to your physical location..JediHero7Version: 3.5.5

SurprisedI read a lot of the reviews about this app and was very worried. However when I used it at 8:30 am eastern time on a Monday morning, I had an Allstate rep pickup in less than a minute. He walked me through the process and I was done in just a few minutes. Would like to be able to schedule an appointment, but this worked really well..SnlfamVersion: 3.2.4

Simpler than anticipated!After reading these reviews I was procrastinating because I did not to deal with issues using the app. But wow. I called Friday at 4pm. They were busy so I set it up for them to call. They called at 4:30pm so I just went back to the garage and 15 minutes later it was done. They needed some pictures and thats about it..Snj922Version: 3.5.5

It takes you to Web Application!!!Although this app itself doesn’t work well but when I tried opening up the app it gave me option to go to web virtual assistant which works great!!! Very easy to use and connects you right away with an assistant. Easy use and was done within 5mins!.YourboydeepVersion: 3.4.3

Dialing for dollarsIt works fine if you have a good internet connection and a full battery charge. Now when it comes to the policies of what they consider an estimate another story. The idea is good and technically works well. I was a virtual adjuster for Allstate for 3 years until I retired in 2020. Lol I still think the in person physical inspection is still the best MOI means method of inspection..Hendrix56Version: 3.6.6

AwesomeIn less than 45 minutes my assistant put money to cover my repair. Unbelievably easy to use, fast and courteous help, extremely knowledgeable staff and I couldn’t be happier it it weren’t for the fact that my car was vandalized. However, Allstate made this as pleasant as possible..BaughmadVersion: 3.2.4

Works fineI was able to connect pretty quickly, the representative did a quick and easy job of reviewing the car..Symbiotic relationshipVersion: 3.6.2

Wow, my claim was paid so fast!Thats the quickest I’ve ever had a claim taken care of..VP9chicaVersion: 3.2.4

EasyEasy and fast to connect to an estimator. Reception good..Christen56Version: 3.5.3

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Virtual Assist Negative Reviews

Instand connect, great. How they handled it, terribleI will say the app/service wroked very well. My issue, just as disappointing and relevant, is how he handled my Claim after we spoke. To all who use this: THEY WANT YOU TO USE "Their preferred shops". I suggest, no matter what, tell them no. Do not let them put any shop down, just tentatively. They will run with it from there regardless of your requests. I did agree to allow him to put one if their shops down, but still had other things to consider. I was told that was fine, that it wasnt an official choice. Within a half-hour, and very very inconveniently, I was getting messages that that shop was selected and a tow was on the way to pick it up. What I had specified was not even in their Universe. I doubt the adjuster was Allstate, but he still represents Allstate. Use the app but understand- They dont have your best interest at heart. If you have been hit by an Allstate driver, max out your claim, make it hurt and stick to your choices, because they will walk right over you just to get things the way they want them. Very very unpleasant experience.Geezus KhristheVersion: 3.6.12

Waste of TimeTwo star for app interface and ease of use but what’s the point of wasting time when you’re put on hold to get matched with representative. App asks you to be near your car so that you can show damages on a video call. I was waiting for 5 mins to get connected with representative first and then waited forever for their call back. Why do you recommend people to use these apps when you don’t have support for it. I wasted 30 mins waiting for their call inside my car..ShaanLuckyVersion: 3.2.4

Garbage. Don’t waste your timeThis app is absolutely garbage. I waited in my car for over an hour to connect to an adjuster. The app says that it takes 30 seconds to connect to an adjuster but that’s a big lie. I had full internet access and a lot of battery life. This app was probably made by a couple of people in a garage and they quickly made Allstate believe that it works in order to get a quick couple million dollar contract. As soon as they got the contract they dropped any innovations done to the app. This “virtual assist” was probably the worst investment that Allstate has made in ever and will forever be their worst investment. On my behalf I want to apologize to people who have wasted their time using this app. WE WANT AN ADJUSTER THROUGH EMAIL, PHONE, or IN-PERSON. I don’t pay 400$/month to Allstate in order to get a terrible service..Tadeh1337Version: 3.2.4

Waste of timeI work at a motorcycle repair facility and this is the very first time i have ever been asked to use a video call. I did what i always do and i submitted my supplement with very detailed photos. Theres shouldn't be any questions asked. But they are refusing to accept them. Allstate is a trash insurance company. I have always had problems with their claims. Geico is #1 no doubt. Super easy. They stick to the original format for submitting claims and it works. Im not going to waste my time waiting to video chat when i have to run a business and deal with customers. Its okay. Ill just be charging storage $25 per day till Allstate realizes this virtual assistant app is useless..YivxrhvfgVersion: 3.5.3

Disgraceful excuse of an app!Allstate used to be way better than this. They have stooped to an all new low forcing this app on its customers. I waited over 2 hours and never got connected to a representative... They don’t give you an option to schedule or do an in person inspection which saves them TONS of money, yet the savings isn’t passed on to the customer in any way. Only the inconvenience of customers having to wait hours and hours for NOTHING!!!! Whoever dreamed this one up should be fired from Allstate. It used to be a really good company but after this experience I will be switching to someone else. I’ve been with Allstate for at least 7 years..RellyawsomeniknameVersion: 3.2.4

On hold for a week & no call back. Horrible service.This app is a nice idea for small supplements if there were representatives who could actually answer the phone. No way an entire claim should be handled through this app though. Horrible service. I sometimes wait a week to actually get someone on the phone & then many times during this past year of using it I finally get a person on the phone. Only to have the call dropped and that person not call me back. I wouldn’t be upset that the call dropped but I am yet to have a representative call me back after a phone call was dropped. Horrible service..BacrupoVersion: 3.2.4

So far not liking itSignal doesn’t reach to certain vehicles we have on the lot. They want us to push a truck that doesn’t have power steering into an area that has signal and show them what is failing, when we submitted very detailed photos and notes of what is going on. This is a business, service advisors and technicians are occupied but now we also have to stop what we are doing and do partial of the inspectors job and show them what’s wrong. We’d prefer if inspectors actually came into the shop and got all the information..Shop2616Version: 3.6.12

Waste of timeSpent 30 minutes waiting to get connected then was told that the images were blurry the day after. The insurance company called me again and told me to repeat the process again and got the same results. I told them if I could instead send images of the damage through email and they insisted on the use of virtual assist despite the problems it caused by slowing down the process of resolving my claim. Waste of my time. Ended up emailing the pictures and received quick service thereafter. This app is completely unnecessary..Awsome and cool and greatVersion: 3.2.4

Can’t connectI’ve been trying for over an hour and a half to log onto the system and it doesn’t connect.BrinatxVersion: 3.6.5

Ruining the auto repair industryThese virtual assist apps are a complete and utter waste of time. Insurance companies no longer do their job or their part. As a shop owner, this has changed the industry forever. You get someone who is hanging out at home and tells you how you are fixing the car. That’s not how this should work. Customers pay a premium for coverage only to be screwed when it comes time to make a claim. Very disappointed with the way this industry has gone since covid..InsuranceisthedevilVersion: 3.4.4

Not the tech we needIf you can ever get someone to connect on the other end it’s usually choppy and the other person has to shut their camera off to get it to work at all. Long wait times…I mean hours. Then you have the option for someone to call you back so you don’t have to wait. They never call back. Pretty sad when email even snail mail is a better option..Jldog7Version: 3.2.4

Not efficientApp makes it clear to be near your car. You wait and wait and wait to be connected to then be told to get a call back. You continue waiting as you have to be near your car. Over an hour later got a call back but wasn’t able to be near the car so get to restart the entire process over again...currently waiting for another call back. Apparently they think people have a LOT of free time..DhuufbhfVersion: 3.2.4

Complete GarbageI have strong wifi and more than capable tech skills so I know the issue is the app + their lack of workforce that is causing issues. Tried 4 times to connect, first time get a guy with a beard who looked like he was in his kitchen. No sound, just video and he hung up on me. 2nd, 3rd and 4th attempts resulted in a black screen, no video, no sound, nothing. Ridiculous and frustrating..WyoBiophileVersion: 3.5.5

Horrible serviceLong wait times are ridiculous. This is their idea of speeding up the claims process? So I can wait on my personal phone for 4 hours and There’s literally no point. Appraisers on the other end don’t use the information given and return garbage appraisals. Honestly this is just a way for Allstate to short change it’s customers and claimants. What a waste of time.J4strngrVersion: 3.2.4

Horrible AppI will be changing my insurance company based on my experience with this App. The App itself never let me in. If I want to use “my” shop instead of an “in network” shop, they would have to use this App as well. STUPID and does not work. I hope to never have a claim but when some jerk tried to steal your truck you have no choice. Horrible way to do business..Unicorn lover got anyVersion: 3.5.5

Has become a jokeAt first the app was great with prompt professional helpful service. Lately calls are unanswered and you might get a call back hours later if you’re lucky. The adjusters working for Allstate have become much more difficult to work with. I used to think the app was great but it has become a tool for insurance companies to facilitate their greedy schemes..BKwingnutVersion: 3.2.4

HAS ANYONE READ THE TERMS AND CONDITIONS??Terms and conditions appear to allow the app much more personal data than I’m comfortable with. And they aren’t even clear about what “among other things” means. A shop rep shouldn’t have to use an app on a personal device that harvests their data in order to get an approved estimate. Just look at the photos and estimate I email, dummies. The same reps that are doing VA can easily review an email and call with questions..PreferstoremainanonymouskthxVersion: 3.2.4

Worthless appI lost my entire house, car, and motorcycle in a fire and was instructed to use this to “inspect” the damage of my completely torched car and motorcycle. After 3 solid days of trying to get a hold of a rep through the app I uninstalled and just sent pictures into my adjustor. Just all around a terribly designed queue management system..Idean201Version: 3.2.4

Terrible App!I waited half an hour and a man showed up on the app for 5 seconds and disappeared. I had to re-connect again and had to be placed in order again. I waited over an hour where my vehicle was towed and never received a call. I then selected for them to call me and waited another 15 minutes and then headed home. Almost 3 hours later, I never received a call..Very disappoiting experience!Version: 3.2.4

Poor app and attempt at getting you to do the ins work for freeWait times are pathetic. Huge waste of time half the time the representative calls you after your work day is over because you could not get someone on the line at time of request. Very poor.Danmc1986Version: 3.2.4

Absolute jokeWasted over two hours trying to connect and still never got through to anyone. It’s a shame that Allstate has switched to using this as a platform because it’s embarrassing. If I could have given it zero stars I would have..TagibbonsVersion: 3.2.4

Crappy to have no choice but to use thisUnfortunately, the insurance companies run things. You have no choice but to use this appy on your own personal phone, create an account and then practically beg them to approve what is necessary to repair a customers vehicle. This is not nice. 1 star is too many..Element-LVersion: 3.2.4

“Approximate wait time 30 seconds” Incorrect.I am on the app doing a favor for a family member who is out of town. Expecting a 30 minute call to show the damage and then be done. So far I am on hour 3 of the wait. No message, nothing at all. I assumed these negative reviews were one offs and rare occurrences, but now I will assume that they are the norm. Absolute piece of trash. Deserves every one star it gets. I hope this is improved soon. Pitiful product from such a large company..MacDylan48Version: 3.5.7

No good!Allstate wants me to wait a week for an inspection or use this app. I go through and answer all the apps questions and then it just closes and wipes it all out. I’ve done this five times, including removing and reinstalling the app and restarting the phone..Citnalta218Version: 3.4.2

Forced to use app by AllstateWe are forced to download and use this app by Allstate who refuses to inspect their insured vehicle any other way. They purposely delay the inspections saying it’s faster to use this app. Get stuck for 39 minutes waiting to be disconnected. Bad business practices..C0caC0laVersion: 3.2.4

AwfulLove my All State rep but having to use this app to make a claim will have me shopping other companies. Text me 10 times to use the app and when I try too there’s nobody available. -5 stars..Mpf dadVersion: 3.5.7

GarbageThis is a piece of ahit and allstate will not help you find an adjuster with it. Its just a way to pay less in person adjusters and make it harder for you to complete your claim so they dont have to pay what they owe you..DJdatapimpVersion: 3.6.5

They never call backIt’s clear that this is meant to deter people from actually receiving compensation for their claim. Waste of time. Still waiting for a call back hours later.LhuddlestonVersion: 3.6.4

Waste of timeAlllstate seems to be getting worse and worse. No other DRP makes us jump through this many hoops for anything. To top it off most these adjuster don’t know anything. I shouldn’t spend this much time processing a total loss..RRocha95Version: 3.2.4

UselessThis app doesn’t even work can’t even connect to an agent at all keeps saying they are not available even though they are! Need to get this app fixed.RayborayVersion: 3.5.3

Never pick upWorse app ever, I can never connect to anyone, and they never call me back. This is the worst idea Allstate could ever come up with. They should hire back all their field adjusters..Joe MolaVersion: 3.2.4

Horrible approach to insurance claimsProbably the worst experiences dealing with this app and the wait times. Don’t get me started on the people working as claim representatives . How do they know what is damaged through a choppy quality video ?.JordannnnowVersion: 3.2.4

IPhoneDoes not work on IOS. App crashes immediately. Both app and IOS on most current versions. Updated version 3.6.1 dos not work and crashes on IOS..BigSd8642Version: 3.6.1

Waste of timeI’ve been on hold for 3 hours trying to connect they also hung up on me a couple times and I’m still waiting.Nate1925Version: 3.2.4

App crashesStarted off smooth and then crashes when I try to SAVE. Been unable to get passed a certain step..OfficialciskoVersion: 3.4.2

WorstThat’s really bad..! This app is supposed make your life easier but is not don’t waste your time I have 3 days in row on line still waiting.. no one pick the phone o answer very disappointed.Entune GarbageVersion: 3.2.4

Waist of time do not do the insurance job for themWaist of time that will most definitely cause a short pay on your claim if you use this app let me repeat insurance WILL not pay you the PROPER AMOUNT FOR YOUR LOSS IF YOU ARE USING THIS APP!.Justin20xVersion: 3.2.4

Piece of CrapThis is how you know when an insurance company is worth paying, when you file a claim and nothing works. Allstate, in good hands… sure.WaltwittyVersion: 3.6.8

Doesn’t workCan’t select service type in the initial setup to even use the app. Doesn’t work = Waste of time.Shinde.Version: 3.5.5

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