# Virtual Assist — user reviews > 89 indexed App Store user reviews of Virtual Assist by Allstate Insurance Company, rated 2.10/5 from 279 ratings. - Source: https://appshunter.io/ios/app/virtual-assist/id1165464136/reviews - App overview in markdown: https://appshunter.io/ios/app/virtual-assist/id1165464136.md - Rating breakdown: 5★ 56 · 4★ 13 · 3★ 13 · 2★ 13 · 1★ 184 ## What do users think of Virtual Assist? Overall sentiment: negative **Pros** - 🚀 Quick connection to representatives when available - ⏱️ Fast claim processing for successful interactions - 📱 Convenient remote inspection without in-person visits - 👍 User-friendly interface when functioning properly - 🎥 Video call capability for damage assessment - 💰 Quick estimate and claim approval process **Cons** - ⏳ Extremely long wait times (hours) to connect - 📞 Representatives frequently don't call back - 🔌 Poor connection quality and frequent disconnections - 🎥 Low video quality making damage assessment difficult - 🚫 App frequently crashes or freezes - 💸 Significantly lower claim payouts than expected - 🛠️ Inadequate for shop/business use environments - 🎯 Adjusters lack automotive expertise - 🔐 Forced use with no alternative options - ⚠️ Unreliable queue management system - 🌐 Doesn't work on 5G or certain networks - 📱 Crashes on iOS devices - 🎪 Perceived as deliberate stalling tactic by Allstate - 🏪 Pressure to use Allstate's preferred repair shops **Commonly reported bugs** - App crashes immediately on iOS - White screen when selecting service type - App freezes during profile setup - Video call disconnects without reconnection option - 5G network compatibility issues - App spins indefinitely without loading - Unable to enter verification codes - Choppy or non-functional video/audio - Black screen during video calls - App wipes saved information when closing - Cannot progress past initial screens **Most requested features** - Appointment scheduling capability - Email or phone-based claim submission alternative - In-person adjuster inspection option - Better app branding to identify it as Allstate service - Offline functionality or image upload without video call - Callback scheduling with guaranteed timeframe - Support for multiple network types including 5G - iOS compatibility improvements - Data privacy controls for personal device usage ## Newest reviews (16 of 89) ### 2/5 — Bad icon and app name *2024-11-16, version 3.6.16* I had to drill down to find what this was, anyone can have a virtual assistant, the icon or name of the app should denote Allstate ### 1/5 — Terrible service. Slow, clunky. Made me wait. I’m certain they do this on purpose *2024-09-06, version 3.6.15* Awful experience with Allstate ### 1/5 — Garbage app *2024-08-28, version 3.6.14* Trying to get an estimate on my vehicle and either it has to go to a shop or usethis app. Install the app enter name and email then nothing! Waste of time. ### 1/5 — Does not work *2024-08-26, version 3.6.14* It does not let me get past the first screen. I called and they said there was no problem with app. If that is the case why am I seeing just terrible reviews with an overall of 2 stars. Their only alternative is a in person visit that takes over a week. ### 2/5 — Instand connect, great. How they handled it, terrible *2024-06-16* I will say the app/service wroked very well. My issue, just as disappointing and relevant, is how he handled my Claim after we spoke. To all who use this: THEY WANT YOU TO USE "Their preferred shops". I suggest, no matter what, tell them no. Do not let them put any shop down, just tentatively. They will run with it from there regardless of your requests. I did agree to allow him to put one if their shops down, but still had other things to consider. I was told that was fine, that it wasnt an official choice. Within a half-hour, and very very inconveniently, I was getting messages that that shop was selected and a tow was on the way to pick it up. What I had specified was not even in their Universe. I doubt the adjuster was Allstate, but he still represents Allstate. Use the app but understand- They dont have your best interest at heart. If you have been hit by an Allstate driver, max out your claim, make it hurt and stick to your choices, because they will walk right over you just to get things the way they want them. Very very unpleasant experience. **Developer response:** We apologize for the experience. Please email us at CommunityCare@allstate.com, so we can look into this further. ### 1/5 — C *2024-05-29, version 3.6.12* It doesn’t work. ### 1/5 — Virtual visit for Allstate claim were there member hit my Truck *2024-04-19, version 3.6.12* I can not get pass the Profile page to even do the virtual visit with the Allstate adjuster and I have received text messages from CoPart Yard 82 for the last 3 days after I spoke to a live rep telling them no one was picking up my vehicle even if it was considered total I want my monies for my Truck it wasn't my fault. They said they updated the info and got another text today asking about the keys. Allstate has the highest Insurance rates for auto and homeowners and you better read the last page of your policies in the little writting it's a shocker on what you have and don't have I had a homeowner policy with them and my escrow amount went up $2,000 in one year with no explanation which would make my house payment go up $400.00 more a month and I read the last page and it stated I may consider lowering my dwelling amount cause it was over estimated. Isn't that there job. Dropped them went with another Insurance got more dwelling coverage and other items that should have been included with over $3,000 cut in my escrow and $285.00 cheaper payment. If the app can't even work right that shows how cheap they try to play with other peoples money and injuries ### 1/5 — Alstate insurance *2024-04-03, version 3.6.12* Poor service lack of concern lack of respect and communication not trust v ### 2/5 — Instand connect, great. How they handled it, terrible *2024-02-27* I will say the app/service wroked very well. My issue, just as disappointing and relevant, is how he handled my Claim after we spoke. To all who use this: THEY WANT YOU TO USE "Their preferred shops". I suggest, no matter what, tell them no. Do not let them put any shop down, just tentatively. They will run with it from there regardless of your requests. I did agree to allow him to put one if their shops down, but still had other things to consider. I was told that was fine, that it wasnt an official choice. Within a half-hour, and very very inconveniently, I was getting messages that that shop was selected and a tow was on the way to pick it up. What I had specified was not even in their Universe. I doubt the adjuster was Allstate, but he still represents Allstate. Use the app but understand- They dont have your best interest at heart. If you have been hit by an Allstate driver, max out your claim, make it hurt and stick to your choices, because they will walk right over you just to get things the way they want them. Very very unpleasant experience ### 1/5 — So far not liking it *2024-02-09* Signal doesn’t reach to certain vehicles we have on the lot. They want us to push a truck that doesn’t have power steering into an area that has signal and show them what is failing, when we submitted very detailed photos and notes of what is going on. This is a business, service advisors and technicians are occupied but now we also have to stop what we are doing and do partial of the inspectors job and show them what’s wrong. We’d prefer if inspectors actually came into the shop and got all the information. ### 4/5 — Amazing! Almost *2024-02-06* I immediately got a adjuster on the video call which I was honestly surprised by since the reviews suggested otherwise. The video quality that appeared on the screen was pretty bad, it would not focus sometimes making picture acquisitions difficult at times but we made it work. Besides that it was very convenient to have this app forsure made the claim process very simple and worked with my schedule! I personally did not have time to drop my truck off for an initial estimate but I did have time to make a quick 15 minute call get a initial estimate and I was assured if there are other expenses that could not be captured by us but the dealership found then they would cover those as well. Amazing ! **Developer response:** Thank you for the valuable feedback on our mobile app! ### 1/5 — Legal Price Gouging *2023-11-16, version 3.6.11* Terrible every time I am forced to use it. Full of people who don’t know how to work on cars that are in charge of determining pricing on vehicle repairs. ### 1/5 — Piece of Crap *2023-08-30, version 3.6.8* This is how you know when an insurance company is worth paying, when you file a claim and nothing works. Allstate, in good hands… sure ### 3/5 — Dialing for dollars *2023-07-31* It works fine if you have a good internet connection and a full battery charge. Now when it comes to the policies of what they consider an estimate another story. The idea is good and technically works well. I was a virtual adjuster for Allstate for 3 years until I retired in 2020. Lol I still think the in person physical inspection is still the best MOI means method of inspection. **Developer response:** Thank you for your review. ### 1/5 — Garbage *2023-07-11, version 3.6.5* This is a piece of ahit and allstate will not help you find an adjuster with it. Its just a way to pay less in person adjusters and make it harder for you to complete your claim so they dont have to pay what they owe you. ### 2/5 — Can’t connect *2023-05-09, version 3.6.5* I’ve been trying for over an hour and a half to log onto the system and it doesn’t connect ## Most critical reviews (10 lowest-rated) ### 1/5 — Business profile not possible *2026-08-10, version 3.6.31* I cannot complete the business profile so I cannot proceed with my customers claim. There is no Service type options to select from, it is a blank page. Not having this information halts the process ### 1/5 — Can’t change information *2026-04-22, version 3.6.31* My shop and contact information is from four shops ago. There is no method to change it. I have to waste time every time giving the adjuster the correct information. ### 1/5 — "Connect you with an adjuster within 39 seconds.." *2026-02-10, version 3.6.29* Here I am 40 minutes later with no adjuster, leaving this review. Seems to track with other experiences notated here. ### 1/5 — Terrible app don’t use it! *2025-09-18, version 3.6.23* Have severe hail damage on my car and they only gave me 500$ when my deductible is 1000$ to pull out 10+ hail dents and a broken windshield. Do not use this app for your inspection! ### 1/5 — Zero stars should be an option *2025-06-25, version 3.6.20* You can wait to have them call you, they won’t. ### 1/5 — Can’t work on 5G *2025-06-05, version 3.6.19* This thing does not work ### 1/5 — ATTENTION SERVICE PERSONNEL *2025-04-11, version 3.6.18* When you call Allstate up to initiate a claim for your customer they try to make you download this app to connect to one of their virtual adjusters who apparently never connect and when they do they instantly end the interaction and nothing gets done and you’re left wasting your time. Save yourself the headache and refuse to do their job for them. Make Allstate send an actual adjuster down. ### 1/5 — Useless waste of time *2024-11-20, version 3.6.16* It feels as if Allstate designed a virtual assistant app as a stalling gimmick so as not to have to deal with claims. ### 1/5 — Worthless app *2024-11-13, version 3.6.16* This app is totally worthless. There’s no way to go back. If Allstate decides not to call you back with the five digit codes there’s nothing you can do about it. I definitely would not recommend Allstate to anyone. ### 1/5 — Not meant for shop supps! *2024-11-01* This is not an efficient way to process supps in a shop environment when you have techs working next to you and the adjuster can’t hear you! I have had to stop my technicians from working to be able to talk to the adjuster. Do you want me to work on cars or talk with you. 90% of the time, they miss what you asked for, write for the wrong part, etc., which causes shops to call in another shop and stop production again! Complete waste of time! ## Most praised reviews (10 highest-rated) ### 5/5 — Great way to do claims *2026-08-04, version 3.6.31* Easy to connect. Nice to speak to someone in person to discuss damages. Highly recommend ### 5/5 — Helpful *2025-03-15, version 3.6.18* This App was so helpful, it saved my car from being totaled ### 5/5 — I like it *2024-05-31, version 3.6.12* I like this app, easy and fast ### 5/5 — Very easy! *2024-04-25, version 3.6.12* I was nervous based on some of the other reviews but I had a great experience - connected with a Rep in less than a minute and the whole proceeds took about 5 mins! Thanks!! ### 5/5 — Works fine *2023-02-07* I was able to connect pretty quickly, the representative did a quick and easy job of reviewing the car. ### 5/5 — Simpler than anticipated! *2022-08-05* After reading these reviews I was procrastinating because I did not to deal with issues using the app. But wow. I called Friday at 4pm. They were busy so I set it up for them to call. They called at 4:30pm so I just went back to the garage and 15 minutes later it was done. They needed some pictures and thats about it. ### 5/5 — Fast, easy and the person I talked to was great. *2022-08-03* It took me about 30 seconds to get through to a live agent, and he talked me through the process of taking pictures of the damage to my car. I got an estimate within about an hour or two, and was able to then get moving on repairs. A really great app, way better than having to set appointments and have someone come to your physical location. ### 5/5 — I like it personally *2021-11-20, version 3.4.3* I like being face to face with an adjuster.ok so sometimes the wait is longer than normal but I’ll just get in the que and keep working eventually someone will pop online we go over the damage then bam!it’s done! ### 5/5 — Surprised *2021-07-12* I read a lot of the reviews about this app 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. ### 5/5 — Awesome *2020-11-28* 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. --- *Data collected daily from the US App Store and indexed by [AppsHunter](https://appshunter.io/). User reviews are verbatim App Store reviews. Ratings, prices and chart positions refresh continuously; this snapshot is from 2026-08-30.*