Hurong Lou: Allstate Insurance

Reviews

• RC

  Rugi Chima

  Aug 14, 2025
  1.0
  Review Title: Policy Canceled Over Roadside Use – Poor Customer Service and Zero Accountability I am writing this review to express my deep disappointment and frustration with how Allstate handled the cancellation of my automobile insurance policy — not due to missed payments, unpaid premiums, or any car accidents, but because I exceeded my roadside assistance limit. Over the course of my policy, I used roadside assistance 15 times instead of the allowed 11. At no point was this limit clearly explained to me, and even when I contacted customer service, no one could fully explain what the roadside assistance policy actually covered. When I reached out to my assigned agent for clarification, he had the audacity to say it was my job as a customer to read the policy. While I do agree that customers have a responsibility to understand their coverage, I also know I did read through the services Allstate claims to offer — that’s exactly why I remained a loyal customer for over 10 years. However, it is not my job to interpret vague or incomplete policy language, especially when the specifics are not clearly outlined. It is the agent’s responsibility to help educate and guide their clients — that’s why we rely on experts in the first place. If I had been properly informed or warned that I was approaching the limit, I could have adjusted accordingly. The situation was made worse by a lack of transparency and accountability. I was never made aware that a cancellation letter had been sent. My agent claimed he couldn't legally discuss it, but made no attempt to direct me to someone who could. Oddly enough, when I later called customer service, they had no problem explaining what had happened. This lack of internal communication and unwillingness to help speaks volumes about the decline in Allstate’s customer care standards. As a result of this oversight, my policy was canceled, which led to a lapse in coverage appearing on my insurance history. I was unable to drive legally, missed work, and incurred bank fees due to lost income. All of this could have been avoided with basic communication and proper support. Allstate, along with the agent representing them, failed to understand the severity of the situation I was placed in. As an African American woman, I was left vulnerable to potentially dangerous outcomes. I could have been pulled over by a racist police officer who, upon discovering I had no active insurance, might have assumed I stole the vehicle, had my car towed, harassed me, or — in the worst-case scenario — harmed or even killed me. The risk to my safety was real and should not be taken lightly, especially when the cancellation of my policy was due to poor communication and lack of transparency, not any wrongdoing on my part. After over a decade with Allstate, I expected better. This experience has left me questioning the company's values and its commitment to long-term customers. I sincerely hope Allstate reevaluates how it trains its agents and handles communication with policyholders.
• AP

  Annamarie Pinna

  May 20, 2022
  5.0
  Hurong is excited he knows what he is doing and gets back to you within 1-2 hours Love them
• JB

  John Begley

  Feb 26, 2022
  5.0
  Great service, always returns your call promptly.

Frequently Asked Questions About Hurong Lou: Allstate Insurance