London Agency

I left Allstate years ago due to their incredible long wait times on the phone. Went with them again after meeting an agent directly at my place of work who guaranteed me personal service. He had unfortunately since left the company. He gave me contact info for Jad at the Fanshawe location and told me he'd be able to help me. The 1st time I contacted Jad and told him I needed to change a vehicle on my policy his exact words were "so why are you calling me?" After explaining to him why he reluctantly helped me. I have changed vehicles again so I reached out to him again. Big mistake. He was incredibly rude and flat out told me he was too busy to help me and he only helps people who's policy he creates anyways. Told me I need to call in to the general number and wait on hold. He is the reason I am now waiting on hold to cancel my account. I'll pay more somewhere else to get actual customer service. Allstate Fanshawe....he should be fired, he is costing you customers!!

Response: Hello Jamie, thank you very much for bringing this concern to our attention. To help better serve you, please e-mail northfanshaweagency@allstate.cawith your full name, policy or claim number and contact information. We will get an Allstate representative to reach out to you.

I had an accident about 2 months ago (someone rear ended us) but nothing has been done, even though I called and left messages. The adjuster never picked up his phone or returned any messages. If he replies then it’s about 2 weeks later, always giving you some hope but then nothing gets done until another 2 weeks later when he feeds you some hope again. Called Allstate office on Fanshawe road, waited about an hour every day until my lunch break ran out and I wouldn’t get to talk to anyone. Once I pressed 1 ( if you want a quote) just to talk to someone, they picked up right away but they can’t do anything because they just handle quote only. Usually when you write a bad review they give you an email address to write to. I tried that a few weeks ago and I am still waiting for a response. If you want good service try some place else!! If you want bad service then come to Allstate!

Response: Hello. Thank you very much for bringing this concern to our attention. To help better serve you, please email northfanshaweagency@allstate.ca your full name, policy or claim number and contact information. We will get an Allstate representative to reach out to you.

I’ve been with Allstate for over 10 years and they used to provide excellent service but in the past 2 years it has been horrendous trying to deal with this company. Getting ahold of someone to start a new policy, you are put through in the matter of minutes but for existing customers, you sit on hold for literally hours and still don’t get ahold of anyone. I have been trying for days to speak to someone and have now waited on the phone for 2 hours on three separate occasions and still have not spoke to someone about my policy. Additionally, in the past few years I have done things to make my policy decrease in price (Drivewise, other discounts) and they only ever increase the price. I feel like they do not care for their customers at all and are extremely rude. I would not recommend this insurance company to anyone!

Response: Hi Rachel. We understand how frustrating it is to experience a long time on hold. Our teams are working hard to bring wait times down. Please email northfanshaweagency@allstate.ca your full name, policy number and contact information so that we can get you in touch with an Allstate representative.

Was on hold for 45 minutes . Once was on the call he was not able to help me out so he sent a follow up email so that I could sent more information and I got no response after 3 emails sent . over 2 weeks. I just called and they put me on hold and could not understand the person on the phone before I was put on hold ! Horrible service.

Response: Hi Dino. We are sorry to hear that you were unable to get a hold of anyone on our team. If you email londonwestmount@allstate.ca your full name, details of your concern, policy number and contact information, we will get an Allstate representative to reach out to you.

Allstate customer service is much to be desired. I was on hold for almost an hour and when I spoke to a rep and they were unable to assist me. They told me my issue was resolved however I received a follow up email advising me they needed more info. The email provided me with a number to call and I waited for 1/2 hour with no answer. The only number that was answered was for a sales rep who was unable to help. I literally have to go to the office for an answer. Sure glad I was not in a car accident. If I could give their customer service no stars I would.

Response: Hi Kirk. We’re sorry to hear that you have not been able to connect with one of our agents. Please email londonwestmount@allstate.ca your full name, details of your concern, policy number and contact information, so an Allstate representative can reach out to you.

Most useless branch ever! Visited their branch on 2 occasions, both instances NO AGENTS in the office to speak to! They say there's "no agents in on Mondays" What??? They open at 9am, only the receptionist is there. Manager strolls in after 10:30 am. Who is running this office??? Seriously Allstate! Big office area and it's empty. No agents in sight and a manager that shows up almost 2 hours after opening. I drove in almost an hour away to speak to someone face to face and only the receptionist was there. (She was great and as helpful as she could be) but it's unacceptable for a customer to take time out of their day to drive to their office only to be handed a phone to speak to someone who knows where. Took over an hour on the phone to resolve an issue that could have been handled in 15 minutes. Allstate, PLEASE RECONSIDER WHO YOU HAVE RUNNING THIS OFFICE. Your paying customers deserve better service. The reviews before me show that I'm not the only one who has faced poor service from this office.

Response: Hello. Thank you very much for bringing this concern to our attention. To help better serve you, please email londonwestmount@allstate.ca your full name, policy or claim number and contact information. We will get an Allstate representative to reach out to you.