JK
Jennifer Kenne
Sep 14, 2026
I had an extremely disappointing experience with the Smoak Agency. I first contacted the office on Friday, September 11, 2026, at 4:44 p.m. and left a message requesting help with my insurance. When I finally received a return call from receptionist Judy Reynolds at 8:24 a.m. on Monday, September 14, I explained that I needed to cancel both my auto and homeowner’s policies. I was told an agent would need to call me back.
By 12:34 p.m., no agent had contacted me (either Yvette or Jeffrey), so I sent a detailed written cancellation request to Judy and requested a read receipt. The receipt confirmed that she read it at 12:45 p.m. My email clearly and specifically requested cancellation effective September 15, 2026, at 11:59 p.m., and asked for a phone call, written confirmation, and refund information. I was not permitted to email either agent directly; Judy stated that all communication had to go through her.
Instead of receiving the requested call or confirmation, I later received a generic cancellation email with attachments and discovered that both policies had been canceled a full 24 hours too early—effective September 15 at 12:01 a.m. rather than remaining in effect through 11:59 p.m. that day. This was not a minor clerical issue; it created a potentially serious insurance-coverage problem.
When I called around 3:15 p.m. to have the error corrected, the agent seemed unconcerned and insisted that I had told Judy my new policy began on September 15. That is simply untrue. I never discussed a new policy with Judy; I only told her I needed to speak with an agent about canceling my existing policies.
Because the agency did not promptly correct its own error, I had to contact Allstate corporate at 4:42 p.m. and spend 28 minutes on the phone having the correction expedited. Only afterward, at 5:09 p.m.—more than two hours after I notified the agency of its mistake—did I receive an email stating that a request had been submitted to operations to cancel the policies effective September 16. Even then, I received no actual confirmation that the correction had been completed, nor the refund information I had originally requested.
The lack of responsiveness, poor communication, mishandling of a clearly written cancellation date, and failure to take ownership of a significant error were unacceptable. I strongly recommend that anyone seeking attentive, competent insurance service consider another agency.
