Virtual Assist
Virtual Assist allows you to chat and share video with representatives.
Total ratings
3.07
(Rating count:
509)Review summary
These summaries are automatically generated weekly using AI based on recent user reviews.
Google Play Store does not verify user reviews, so some user reviews may be inaccurate,
spammy, or outdated. Pros
- Some users report good experiences with individual representatives.
- Quick and easy functions, once established, reportedly saves time.
- The live video feature provides a way to get immediate feedback from adjusters.
Cons
- Frequent connectivity issues, leading to disconnections during calls.
- Poor audio and video quality, making communication difficult.
- Long wait times and inefficiency in processing claims through the app.
Most mentioned
- Many users express frustration with technical issues and app reliability.
- The requirement to use personal devices for the app is criticized.
- Overall dissatisfaction with Allstate's claims process since using the app.
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User reviews
Recent rating average:
1.50
All time rating average:
3.07
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| Date | Author | Rating | Comment |
|---|---|---|---|
| 2024-10-29 |  | | I don't work for Allstate. Why do I have to download an app to get an adjuster. Is Allstate going to pay my shop to download this app. |
| 2024-09-22 |  | | Requiring service advisors to download an app to their personal phones in order to properly communicate that a vehicle needs to be towed to another shop is stupid. "The transfer case is moving, and it should be stationary. See transmission shop," should be enough to communicate that a car needs to go to a transmission shop; not a body shop. It should only require a simple phone call; not a face-to-face conversation on an app I never wanted to install. I'm not paid to be the customer's adjuster. |
| 2024-02-05 |  | | 1st call: Answered then hung up after 20 seconds. 2nd call: Talked to person for 30 seconds before it hung up again. 3rd call: Spoke to gentleman who, after talking and reading my claim said he had to transfer me to someone else as he didn't have the classification to resolve my issue. 4th call (successful xfer): After 10 mins person said she couldn't help and gave me phone# of field inspector. Even if people on other end are competent, this app is infuriating! |
| 2023-08-18 |  | | The app disconnected 4 times while on a call. The appraiser had to keep calling me from his cell phone and giving me a code to reconnect. The camera wouldn't focus and there was no way to manually change the focus or select a point of focus so the video and photos he captured were blurry despite the fact that I have a Galaxy S22 Ultra with no damage to the camera. The audio didn't function properly so I couldn't hear the appraiser. I had to finish the call with no audio which was disgusting. |
| 2022-02-27 |  | | Great experience with the representative herself, but tried 5 times to make the app work and each time she was unable to speak to me and vice versa. Eventually just took photos by hand and sent them in. Great service, app needs work. |
| 2021-07-21 |  | | Since implementing this app, Allstate has become among the most difficult and least efficient insurance companies for handling claims. There are many problems with the app, chief among them being it typically doesn't work. After submitting the info, it usually says "Wait times are longer than usual. Please try again later". If I call Allstate, a robot argues with me for 20 minutes before connecting me to a person who says "thanks for calling Allstate! Please use the Virtual Assist App. Goodbye" |
| 2021-07-02 |  | | Terrible app. Wait times are unreasonable, sometimes after waiting hours I'll be disconnected without explanation. Don't bother pressing the "call me back" button because they won't. Worst of all, if you do actually get through to someone, they will email you an estimate a few hours later. The estimate you get will not resemble the conversation you had. |
| 2021-06-29 |  | | This app is terrible. The connection and picture quality are horrible. Most of the time there is no response from the insurer regardless of whether you wait on hold or opt for a callback. |
| 2021-06-24 |  | | I have tried using this app the past 2 days to contact an inspection agent. The 1st time I got someone and they said they were having computer issues and the call dropped. Tried a few more times and it kept spinning and asking me to do a call back! Same thing today! This app is trash! And why do I have to virtually speak to someone to inspect the damage on my vehicle instead of them coming to do their own job! I'm beyond frustrated right now. |
| 2021-06-18 |  | | An app of effectiveness and convienness. With uncertainty in mind of not knowing how ,what . I downloaded this app and very surprised the easy functions and time saving this app have . Once I put my claim number , an adjuster from Allstate showed up who is super friendly and very helpful . Just my pixel on hand , the adjuster instructed me to follow his instructions to inspect my car damages . All of the necessary photos and videos in a live stream fashion in less than 15 mintnues. Awesome! |
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