Virtual Assist Reviews

VirtualAssist is absolutely garbage. I waited in my car for over an hour to connect to an adjuster. VirtualAssist says that it takes 30 seconds to connect to an adjuster but that’s a big lie. I had full internet access and a lot of battery life. VirtualAssist was probably made by a couple of people in a garage and they quickly made Allstate believe that it works in order to get a quick couple million dollar contract. As soon as they got the contract they dropped any innovations done to VirtualAssist . This “virtual assist” was probably the worst investment that Allstate has made in ever and will forever be their worst investment. On my behalf I want to apologize to people who have wasted their time using VirtualAssist. WE WANT AN ADJUSTER THROUGH EMAIL, PHONE, or IN-PERSON. I don’t pay 400$/month to Allstate in order to get a terrible service.

Allstate used to be way better than this. They have stooped to an all new low forcing VirtualAssist on its customers. I waited over 2 hours and never got connected to a representative... They don’t give you an option to schedule or do an in person inspection which saves them TONS of money, yet the savings isn’t passed on to the customer in any way. Only the inconvenience of customers having to wait hours and hours for NOTHING!!!! Whoever dreamed this one up should be fired from Allstate. It used to be a really good company but after this experience I will be switching to someone else. I’ve been with Allstate for at least 7 years.

VirtualAssist is a nice idea for small supplements if there were representatives who could actually answer the phone. No way an entire claim should be handled through VirtualAssist though. Horrible service. I sometimes wait a week to actually get someone on the phone & then many times during this past year of using it I finally get a person on the phone. Only to have the call dropped and that person not call me back. I wouldn’t be upset that the call dropped but I am yet to have a representative call me back after a phone call was dropped. Horrible service.

I read a lot of the reviews about VirtualAssist and was very worried. However when I used it at 8:30 am eastern time on a Monday morning, I had an Allstate rep pickup in less than a minute. He walked me through the process and I was done in just a few minutes. Would like to be able to schedule an appointment, but this worked really well.

Spent 30 minutes waiting to get connected then was told that the images were blurry the day after. The insurance company called me again and told me to repeat the process again and got the same results. I told them if I could instead send images of the damage through email and they insisted on the use of virtual assist despite the problems it caused by slowing down the process of resolving my claim. Waste of my time. Ended up emailing the pictures and received quick service thereafter. VirtualAssist is completely unnecessary.

These virtual assist apps are a complete and utter waste of time. Insurance companies no longer do their job or their part. As a shop owner, this has changed the industry forever. You get someone who is hanging out at home and tells you how you are fixing the car. That’s not how this should work. Customers pay a premium for coverage only to be screwed when it comes time to make a claim. Very disappointed with the way this industry has gone since covid.

Although VirtualAssist itself doesn’t work well but when I tried opening up VirtualAssist it gave me option to go to web virtual assistant which works great!!! Very easy to use and connects you right away with an assistant. Easy use and was done within 5mins!

In less than 45 minutes my assistant put money to cover my repair. Unbelievably easy to use, fast and courteous help, extremely knowledgeable staff and I couldn’t be happier it it weren’t for the fact that my car was vandalized. However, Allstate made this as pleasant as possible.

App makes it clear to be near your car. You wait and wait and wait to be connected to then be told to get a call back. You continue waiting as you have to be near your car. Over an hour later got a call back but wasn’t able to be near the car so get to restart the entire process over again...currently waiting for another call back. Apparently they think people have a LOT of free time.

If you can ever get someone to connect on the other end it’s usually choppy and the other person has to shut their camera off to get it to work at all. Long wait times…I mean hours. Then you have the option for someone to call you back so you don’t have to wait. They never call back. Pretty sad when email even snail mail is a better option.

Terms and conditions appear to allow VirtualAssist much more personal data than I’m comfortable with. And they aren’t even clear about what “among other things” means. A shop rep shouldn’t have to use an app on a personal device that harvests their data in order to get an approved estimate. Just look at the photos and estimate I email, dummies. The same reps that are doing VA can easily review an email and call with questions.

Long wait times are ridiculous. This is their idea of speeding up the claims process? So I can wait on my personal phone for 4 hours and
There’s literally no point. Appraisers on the other end don’t use the information given and return garbage appraisals.
Honestly this is just a way for Allstate to short change it’s customers and claimants.

What a waste of time

At first VirtualAssist was great with prompt professional helpful service. Lately calls are unanswered and you might get a call back hours later if you’re lucky. The adjusters working for Allstate have become much more difficult to work with. I used to think VirtualAssist was great but it has become a tool for insurance companies to facilitate their greedy schemes.

I waited half an hour and a man showed up on VirtualAssist for 5 seconds and disappeared. I had to re-connect again and had to be placed in order again. I waited over an hour where my vehicle was towed and never received a call. I then selected for them to call me and waited another 15 minutes and then headed home. Almost 3 hours later, I never received a call.

I lost my entire house, car, and motorcycle in a fire and was instructed to use this to “inspect” the damage of my completely torched car and motorcycle. After 3 solid days of trying to get a hold of a rep through VirtualAssist I uninstalled and just sent pictures into my adjustor. Just all around a terribly designed queue management system.

Wait times are pathetic. Huge waste of time half the time the representative calls you after your work day is over because you could not get someone on the line at time of request. Very poor

Wasted over two hours trying to connect and still never got through to anyone. It’s a shame that Allstate has switched to using this as a platform because it’s embarrassing. If I could have given it zero stars I would have.

Unfortunately, the insurance companies run things. You have no choice but to use this appy on your own personal phone, create an account and then practically beg them to approve what is necessary to repair a customers vehicle. This is not nice. 1 star is too many.

Alllstate seems to be getting worse and worse. No other DRP makes us jump through this many hoops for anything. To top it off most these adjuster don’t know anything. I shouldn’t spend this much time processing a total loss.

Allstate wants me to wait a week for an inspection or use VirtualAssist. I go through and answer all the apps questions and then it just closes and wipes it all out. I’ve done this five times, including removing and reinstalling VirtualAssist and restarting the phone.

DO NOT USE THIS! Adjuster that “help me” on a vandalism job that had scratch all around damage he dare to tell me that “he” can’t pay more than one hour per panel for some thing that “I was only sand it with the DA” but he was going to leave the full paint time (so nice of you) we agree in many things and when he send back the supplement it was way short, he also dare to tell me how much they will pay (46) and not go for what we charge (50 per hour, I am not DRP) I also charge them a fee to use MY time to help them while using VirtualAssist and they just ignore it.
I wander if this guys goes to Walmart and pay whatever the wants for his needs, just because that’s what they think is fair.

****This service does not deserve not even one star, but that’s the least option available****

VirtualAssist doesn’t even function. Unsurprising given Allstate’s track record of being the absolute worst and scummiest company in existence. After Allstate made me wait 2 weeks to inspect a supplement, lied to my customer 3 times about inspection dates, THEY messed it up they couldn’t correct THEIR error without another supplement but they recommended I use VirtualAssist. Total waste of time, Allstate never fails to disappoint; even when I expect misery.

I have tried numerous times and even deleted and reinstalled VirtualAssist and this does not work. As a shop we have to us the auto supplements email and it takes almost a week to get an answer and it should be just as fast as VirtualAssist because we send photos. I think they take so long to force shops to try and use VirtualAssist which rarely works and by trying multiple times waists shop time.

Please add the ability to store multiple profiles!!! Some of us work for a lot of different companies.

Had to laugh... does not even work. Right in front of the Allstate representative. To bad they want the shops to do all the work for substandard wages. They can’t write a photo claim but yet want to review estimates, tell the shop what they are going to pay...,all from pictures. Amazing how ridiculous this is. All to save themselves money at the expenses of the insured and claimants. Time to send Allstate packing?

This a great app. Great idea. It cuts down on time for everyone including the shop, customer & insurance company. Move into the future. Get on board.

VirtualAssist has always worked great for me, but it kills my battery life. I use it in a WiFi area, but I have to charge my phone soon after.

Thanks Allstate for making the estimate and supplement process so easy! All I need is the claim number and I have an adjuster on the line in minutes! Basically an adjuster on demand!!!

Video connects but no audio on either end of call - I can’t hear Allstate tech and tech can’t hear me. Have tried using app with and without WiFi - same result. Have tried being creative and writing a message, then holding in front of camera but it’s become laughable. App does NOT work.

We at the Body shop use VirtualAssist all the time with Allstate supplements!! I use it a lot and it works great every time!!

I like VirtualAssist but it kills my battery and my phone gets very hot when using it. Please fix this. Thanks

Instead of paying an appraisal company to come out and look at cars, now the work falls on my shoulders. What a joke. Insurance companies are getting more and more stingy by the day.

Imagine the insurance saying “ you never asked for that labor earlier and so we can’t add it. Or we do t pay for that” once they have u videoed you know it will be used against us.

Says update required...I have 5 appointments. It literally worked this morning, and now I’m behind because my App Store says I’m up to date but VirtualAssist when entering in days I need an update.

I got trapped at the “select service type” step. There is no drop-down menu or type-in window popping up.