Allstate Claims Department review: Failure to receive final payment

To Whom It May Concern:
Reference: Allstate Claims: [protected]

According to Allstate Records, the above referenced claim has been documented as being closed as of July 28, 2021. See below:
07/28/2021 DENISE S LEE
4239 H ST SE, WASHINGTON, DC 20019 Dwelling Tran# [protected]
Quick Card Pay
Visa Ending in 1330 Exp 04/22 $3, 828.43

However, this is to file a formal complaint for failure to receive final payment regarding the above referenced claim and to note my disagreement with any action that has been taken to close this claim. This claim was initiated on July 16, 2021, since this date, I have had over 40 telephone conversations and more than 85 email communications with several Claims Adjusters and a Claims Supervisor, receiving assurances by each that final payment on this claim would be made. The latest assurances to this effect was made during a phone call on November 15, 2021, with Claims Supervisor, Kylena Lee, who informed me that she would advise the current assigned Claims Adjuster, Carley Torbert, to initiate payment on that very day. After waiting more than a week with no response by Ms. Torbert nor receiving payment as approved and authorized by both Ms. Torbert and Ms. Kylena Lee, it has, unfortunately, become necessary for me to initiate this complaint with the expectation of a prompt and satisfactory resolution. I have been with Allstate for approximately 30 years. It has caused me much consternation for what I can only assume is a lack of expertise in the Allstate Claims Department as evidence by the prolonged length of time it has taken to satisfactorily resolve this claim, the many conversations I've had with various Claims Adjusters and the numerous requests to resubmit previously requested information, photos and invoices during the 4 month period since the initial filing of this claim. I have chronicled below, pertinent email communications with Allstate Claims representatives, with whom I have been in contact regarding this matter.

Tue, Jul 20, 2021 7:38 pm
Allstate Insurance ([protected]@service01. email-allstate.com)

Good Afternoon,
I received your emails with the estimate you received from Michael & Son Restoration and photos of your damaged ceiling. I will review the information and follow up with you on Wednesday, July 21st. Please respond directly to this email or give me a call at [protected] ext. 1210478 if you have any questions. Thank you for being with Allstate.

Tiffany Keith
Allstate Insurance Company
Phone: [protected]
Fax: [protected]
[protected]@claims. allstate.com

Mon, Jul 26, 2021 12:07 pm
Allstate Insurance ([protected]@service01. email-allstate.com)

Hello Mrs. Lee,
Thanks! I will speak to you tomorrow. Have a great day!

MESHA SCOTT
Allstate Insurance Company
Phone: [protected] x1211203
Fax: [protected]
[protected]@claims. allstate.com

Hello Denise.,
I 've received your invoice. Have great weekend! Thanks

MESHA SCOTT
Allstate Insurance Company
Phone: [protected] x1211203
Fax: [protected]
[protected]@claims. allstate.com

Tue, Jul 27, 2021 1:10 pm
Good Afternoon Mrs. Denise Lee,
This email is to inform you that I have received your email regarding the authorization for your vendor Michael and Son. We are working on your settlement and I will follow up with you on Thursday 07/29/2021.

Thank you and have a great day!

MESHA SCOTT
Allstate Insurance Company
Phone: [protected] x1211203
Fax: [protected]
[protected]@claims. allstate.com

Wed, Aug 25, 2021 12:58 pm

Good morning Mrs. Lee,

This email is to acknowledge receipt of your email with the Mold Remediation Estimate. I will review the estimates for all damages and reconcile, in regards to the previous payment. We have a scheduled follow-up call for Monday, August 30, 2021 between 5-7pm. CST. Please let me know if this time will not work for you. I look forward to working with you regarding your claim.

Thank you,

MESHA SCOTT
Allstate Insurance Company
Phone: [protected] x1211203
Fax: [protected]
[protected]@claims. allstate.com

From: Denise Lee
To: [protected]@claims. allstate.com
Sent: Tue, Aug 31, 2021 4:03 pm
Subject: Allstate Claim:[protected]- Invoices and Estimates from Michael and Son

Good Afternoon Ms. Scott,
Attached are the 3 estimates/invoices prepared by Michael and Son. I have advised Jackson and Sons to submit costs for each of the line items in their work proposal and will submit that to you upon receipt.
Kind Regards,
Denise Lee

Tue, Aug 31, 2021 4:36 pm

Good afternoon Denise Lee,
This email is to acknowledge receipt of your email. I will review the claim and follow-up with you on September 1, 2021.

Thank you,

MESHA SCOTT
Allstate Insurance Company
Phone: [protected] x1211203
Fax: [protected]
[protected]@claims. allstate.com

Thu, Sep 2, 2021 7:48 pm

Good evening Mrs. Lee,

This email is to acknowledge receipt of your email. I will review the estimates and follow-up with you on 9/6/21.
Thank you and have a safe weekend.

Sincerely,

MESHA SCOTT
Allstate Insurance Company
Phone: [protected] x1211203
Fax: [protected]
[protected]@claims. allstate.com

From: [protected]@verizon.net
Sent: Thursday, Sep 02, 2021 1:13 PM
To: [protected]@claims. allstate.com
Subject: [External] Allstate Claim:[protected] - Invoices/Estimates

Good Afternoon Ms. Scott,
Please find attached the estimates/invoices from Michael and Son and the revised estimate from Jackson and Sons with regard to the subject claim.

Kind Regards,
Denise Lee

From: Allstate Insurance
To: [protected]@VERIZON.net
Sent: Wed, Sep 15, 2021 7:27 pm
Subject: Allstate Claim:[protected]

Claims Hello,

I have been the adjuster assigned to help you resolve your claim. Once we do make contact, I will ask you to please inform me of your loss and damages in detail so that I may determine coverage per your policy. Once a coverage determine has been assessed, I will inform you of your deductible and attempt to write an initial estimate based off the information that you provide. If you are working with a contractor, please attach any estimates you have received in response to this email. I will need to speak with you prior to any estimates being addressed. Also, if you would like me to call at a specific date/time, please input that information in the email response as well. My phone number is: [protected] extension 1213272. This is my direct line. My office hours are: Monday Friday 8 AM until 6 PM CST. Please contact me directly with any questions or concerns pertaining to your claim.

I look forward to speaking with you. Thank you for choosing Allstate for your insurance needs.

Carley Torbert
Allstate Insurance Company
Phone: [protected] x1213272
Fax: [protected]
[protected]@claims. allstate.com

From: [protected]@verizon.net
Sent: Wednesday, Sep 22, 2021 7:07 PM
To: [protected]@claims. allstate.com
Subject: Re: [External] Re: Allstate Claim:[protected]

Good Evening Ms. Torbert,
It was a pleasure speaking with you last week, and I am anxiously hoping to receive your final resolution on this claim.

Kind Regards,
Denise Lee

On Friday, September 17, 2021, 02:22:46 PM EDT, Allstate Insurance wrote:

Wed, Oct 6, 2021 5:41 pm

Hello,

I'm glad I have been able to discuss the claim with you.

Thank you for choosing Allstate.

Carley Torbert
Allstate Insurance Company
Phone: [protected] x1213272
Fax: [protected]
[protected]@claims. allstate.com

Thank you Denise, I will review the documents and follow up with you.

Carley Torbert
Allstate Insurance Company
Phone: [protected] x1213272
Fax: [protected]
[protected]@claims. allstate.com

From: [protected]@verizon.net
Sent: Wednesday, Oct 06, 2021 1:23 PM
To: [protected]@claims. allstate.com
Subject: [External] Allstate Claims: [protected]

Ms. Torbert,
As requested, please find attached the pictures of the completed work and invoice pertaining to the above claim.
Tue, Nov 2, 2021 6:43 pm

From: [protected]@verizon.net
Sent: Tuesday, Nov 02, 2021 1:40 PM
To: [protected]@claims. allstate.com
Subject: [External] Allstate Claims: [protected]

Good Afternoon Ms. Torbert,
This email to obtain the status regarding the above claim. As you may recall, you contacted me on October 26, 2021, advising me that you and your Supervisor had reviewed and approved the final settlement of this claim. At that time, you indicated that while not a determinate regarding the approved settlement, you also contacted the contractor, Jacksons and Sons, to clarify the square footage of the kitchen area. Mr. Jackson informed me that he provided that information.
I appreciate receiving your written response to this request.

Kind Regards,
Denise Lee

From: Allstate Insurance
To: [protected]@verizon.net
Sent: Fri, Nov 12, 2021 5:23 pm
Subject: [External] Fwd: Allstate Claims: 0633525878Good Afternoon,

I have received you email. I will review the file with Carley.
I will look into your file further. Please allow me 24 hours.

Kylena Lee
Allstate Insurance Company
Phone: [protected] x1213081
Fax: [protected]
[protected]@claims. allstate.com

Fri, Nov 12, 2021 6:14 pm
From: [protected]@verizon.net
Sent: Friday, Nov 12, 2021 9:35 AM
To: [protected]@claims. allstate.com
Subject: [External] Fwd: Allstate Claims: [protected]

Attn: Claims Supervisor. Kaylena
Hello Kaylena,
This email is to advise you that that, despite your intervention to finalize the settlement of the above claim, it remains unresolved. In my last conversation with the Claims Adjuster, Carley Torbert on October 26, 2021, she informed me that final payment on this claim had been approved. However, to date, no payment has been received.
Once again, I am reaching out to you for assistance with finalizing this claim. I appreciate receiving your written reply to this email to ensure that this message has been properly directed to your attention.

Kind Regards,
Denise Lee

From: Allstate Insurance
To: [protected]@verizon.net
Sent: Sat, Nov 13, 2021 5:09 pm
Subject: Fwd: [External] Fwd: Allstate Claims: [protected]

Claims hello,

I can call you Monday at 11am, CT. Will that be good?

Kylena Lee
Allstate Insurance Company
Phone: [protected] x1213081
Fax: [protected]
[protected]@claims. allstate.com

From: [protected]@verizon.net
Sent: Sunday, Nov 14, 2021 5:28 AM
To: [protected]@claims. allstate.com
Subject: Re: [External] Fwd: Allstate Claims: [protected]

Hello Ms. Lee, (Kylena Lee)
Monday at 11 am CT will be fine. However, I am concerned and weary of the need for further conversations. As you know this claim was filed 4 months ago and during this time, I've had numerous conversations, which seemed much like providing initial intake information each time. Although advised final payment will be made on several occasions, this has not been done. After 30 years with Allstate, I am deeply concerned and troubled by these recent actions, which I do not believe best represent this company. I hope your call on Monday will convince me otherwise.

Kind Regards,
Denise Lee