Joseph Del Grosso: Allstate Insurance

I moved to Gig Harbor and decided to change my Allstate Agent to one in my new home town. I looked at the agencies and chose Marcy. I have always had agents that I could talk to and that knew me and what my needs were. My old agent was always available, if she was on vacation her office staff would tell me. We had a great relationship. Again, I only switched because my old agent was now hours away from me. I don't expect my agent to always answer the phone when I call but I would like my agent to call me back within a day or two. When I called Marcy I would be told "she is unavailable, she is on the phone with another client." I would ask that she call me when she was available. I would then be asked if another agent could help me and I would decline and request she call when she was available. I would wait a day or two then call back only to be told she was on the phone. Could another agent ... same old line. I guess I was waiting to be the client she was talking to, let someone else wait. The last time I called I got a different response, Marcy was in a sales meeting. This time I asked, "Does she ever talk with the client directly or is it whichever office agent is available or has phone duty?" Finally I got an honest answer, (I paraphrase) "No, she doesn't actually talk with the clients, it is handle by the other agents." This was the last time I called or will call. I guess I am old school. I have always known my agent. I have always been able to talk with my agent and my agent knows me. Because we build a relationship I have always been protected against the unexpected. I am now getting a new agent, I have the direct phone number so if I have a question I can get an answer. My new agent will understand my circumstances and my goals. When an agent (or their staff) misdirects you, such as telling the caller you are on the phone rather than saying "I don't talk to clients directly" you do not get my trust or confidence. I might also add, how do I know when you (in this case your underlings) are giving me the best financial and insurance advice for my needs rather than for your profit margin? If you are looking for corporate agent she might be the one. I was looking for the "good hands" and so she gets 1 star from me.
Sep 5th, 2022

We have had all of our insurance policies with Johnson Financial Services for over four years. Their staff has been professional and efficient while we were shopping for quotes. When we decided to bring all our insurance needs to the Allstate family, Marcy and her staff made this a successful and easy transition. Unfortunately we had to make a claim on the auto, we felt awful and stressed. I swear they took us by the hand and walked us through the claim process. We are happy to have all our insurance needs taken of and thoroughly explained to us.
Apr 10th, 2022

Critical: Professionalism, Quality, Responsiveness, Value
Apr 8th, 2022

Jan 17th, 2022

Critical: Quality
Dec 14th, 2021