Janet Ortiz: Allstate Insurance

Reseñas

• CM

  Christy Muniz

  Aug 14, 2026
  1.0
  I am writing to document a concerning customer service experience I had today while speaking with a member of your agency regarding my insurance policy. I have been a customer with the company for approximately six years, and throughout that time I have continued to maintain my policies and work with the agency when I have questions or need assistance. Because of that longstanding relationship, today's interaction was especially upsetting and unexpected. During the call, I was asking several questions because I was trying to understand and clarify information regarding my policy. I explained that I preferred to work with the local agency rather than the national customer service line because, in my previous experiences, I have had difficulty getting consistent answers through the national line. As the conversation continued, I felt that the interaction became increasingly tense. The agent ultimately told me that she no longer wanted to deal with me by phone and instructed me to contact the national customer service line moving forward. I was surprised by the response and attempted to de-escalate the conversation. I explained that I was not trying to be rude or argumentative and apologized if I had unintentionally upset her. I reiterated that I was simply asking questions because I was trying to understand the information being provided to me. During that exchange, the agent stated that she was "matching my energy." That comment was particularly concerning to me because I was actively trying to explain that any perceived tone was not intended as disrespect. I then disclosed to her that I am neurodivergent and explained more specifically that I am autistic and have ADHD. Her response was that she also has ADHD and understands that tone and communication can be misconstrued. However, she again instructed me to use the national customer service line moving forward. I respect that difficult customer interactions can occur and that communication can sometimes be interpreted differently by each person involved. At the same time, I do not believe that a customer asking repeated questions or requesting clarification should result in being told that an agent does not want to deal with them by phone, particularly after the customer has attempted to clarify their intentions and de-escalate the conversation. I also found the statement about "matching my energy" inappropriate in a professional customer service interaction. Once I disclosed that differences in my communication may be related to neurodivergence, I would have hoped that disclosure would lead to greater understanding rather than effectively ending my ability to communicate with my local agency by phone. I am not asking for preferential treatment. I am asking to be able to ask reasonable questions about insurance products and policies that I am paying for and to receive clarification without feeling as though I am being treated as difficult for doing so. I also want to communicate the impact this interaction had on me. After six years as a customer, I ended the phone call in tears. I did not call looking for a confrontation; I called because I needed clarification about my insurance. I made multiple attempts during the conversation to explain myself, apologize for any misunderstanding, and make it clear that I was not intending to be rude. Despite those efforts, I left the interaction feeling dismissed and unwelcome as a customer. I would appreciate the opportunity to speak with the owner or agency manager regarding what occurred and to clarify how I am expected to receive assistance from the local agency moving forward. I would also appreciate confirmation as to whether it is the agency's position that I am no longer permitted to contact the local office by phone and must instead communicate exclusively through the national customer service line. After six years with the company, I hope this experience can be addressed appropriately and that we can establish a professional and respectful way for me to continue receiving assistance with my policies.
• VZ

  Vita Z

  May 13, 2026
  5.0
  Great customer service - the prices are fair and the claims department handled our claim really fast.
• EP

  ere p

  Sep 25, 2020
  1.0
  Did not choose to be placed with this agent. Very disappointed on how they chose to handle my policy. Note that they will not honor your requests and choose to make decisions without your consent.
• MC

  Miguel Cepeda

  Dec 12, 2019
  5.0
  I had a great and informative experience finding insurance here. Janet was very helpful, attentive, and accurate with the information i needed and helped out with a great rate. I would highly recommend this agency simply because i know now, I am in good hands!