Hang Chen: Allstate Insurance

"Mr Chen is usually polite and responsive whenever we would like to make a change to, or renew our policy. But he turned to a complete different face when we decided to finally exit, due to family change. We recently moved from US to Canada and our agent in Canada was attempting to request a proof of insurance history (with no claim) from Mr. Chen. He seemed not able to understand the call from our new agent. Plus he seemed not interested to pick up our call. It was 4PM when I pinged him, and it was 5ish as I requested for a call. Our CA agent requested before that. It’s just sad that he turns to a cold face right away the moment client is going away. More erratically, later that night I got text from Mr Chen that we should “learn the manner in Western culture and try not bothering people outside of working hours”. Thank god but your working hours is til 6PM and how can we not know not to bother people outside of business hours after spending 9 years in that country?! Both my wife and I feel offended by the text. Plus our agent in CA stayed til her last minute hoping to get connected with him and get our issue resolved. Both agents are for Allstate so no difference on the company side. If he feels so good and believes we should learn the so called “culture shock” from him, simply because he stays longer in this country as an immigrant and is naturalized, then he himself needs to learn from people born and raised on this land, for professionalism."

"Hang is very quick to respond to any changes I need to make. He is mostly at office to receive phone calls. If not, he will have an assistant to take messages and reply email quickly. I recently did my mortgage refinance. He finished my request in ten minutes."

"I was in a car accident yesterday and in order for me to go through the proper channels and procedures I reached out to my agency which is, unfortunately, this Allstate office in Wallingford. The agent was extremely rude and disrespectful and even started yelling when I was trying communicate with him about my situation. I had questions about my claim and also wanted to put my insurance on hold, not cancel my policy just simply put it on a hold so that I am not paying insurance for a vehicle that is in a shop and will not be driven for some time. He said that he was not able to do that and when trying to get transferred to another employee who could help me with my questions he said there was no one else that could help me in the office. He was extremely rude and so so unprofessional, literally screaming at me through the phone. I was shocked. I called the Allstate office in Waterbury on Wolcott road and they were so helpful although they were not my agency and did everything they could to assist me. I will be transferring to their office ASAP. If I could rate 0 stars, I would."

"Called for a quote and was put on hold and forwarded back and forth. Not sure if everyone was busy but my customer service was terrible. I showed up in person and left because the agent at the office was terribly rude. I ended up getting insurance from another Allstate office because the customer service was terrible and I was pushed away. Save yourself time and go see the other office in Wallingford the people there were great and efficient."

"If I could rate this agent zero stars then I would. Very unprofessional with handling customers. The agent did not help me what’s so ever when I needed help with my claim and started to yell at me on the phone. He hung up on my face after yelling and told me to call the 1-800 number because he isn’t willing to help me. I was trying to put my vehicle from withdrawn from use because the vehicle was not drivable after someone else hit me. Run away from this office because any other agent and I mean any other agent would be more help. I work for insurance and he did not follow protocol and was a nightmare... STAY AWAY!!!!!!!!!!"