Business ProfileforMary C Urbano: Allstate Insurance

**** is rude and disrespectful. She does not work for you but against you. She told me(the customer) to go elsewhere and that she will not further be my agent. I also have an email eluding to the fact that she called me a lier!

My staff and I worked relentlessly to help review an issue for this client for over a week. As an exclusive agent, not employee of the insurance company, we had limited resources available to us in chatting with the billing area that oversees the issue at hand - they could not help us help the client's issue and refused to escalate the issue for us. We felt extremely bad for the client and helpless to get other answers.. Client advised us that she received other information from another company source & via emails I asked for the specifics so we could contact this person. In the past when clients spoke to other sources in the company, we could view those documented conversations - we could not find one. We asked the client for information on the call so we could contact that person for help. The client interpreted the Email in a negative context that she was being called a "liar" - this was NEVER said nor was intended. Later when speaking on the phone, client was insistent that she was called a "liar" - we could NOT get passed this & although we put a lot of hours in on this to resolve the issue & felt bad for the client - did suggest getting another agent as we could not get past the trust issue, Later a supervisor from the company Billing (an area we cannot contact as exclusive agents & were not even aware of) did call ******* said he spoke to the client and wanted our documentation that we had from agency billing support. When we sent him what we were told - he advised us that we were given the wrong information by 2 billing agency support people and he would take care of the re-training and the issue at hand with the client.