I just encountered an extensive search for a new car insurer, and so I feel qualified to explain why I did not choose Allstate for my car insurance.
While I like the fact that they have an insurance agent just down the road from me, I ran into problems with the online process to get an insurance policy with them (the computer wouldn't let me push through to get a quote) and I was likewise unimpressed that it took me a decent while to get ahold of a customer service agent over the phone.
I put Allstate on my list specifically because they have an insurance agent office near where I live and I liked their Accident Free discounts (I likewise liked their Accident Forgivenees policy that they advertised in case something negative happened while I might have been a policyholder with them).
However, what lost me their business were the facts that the insurance quote they offered me was higher than the other insurers I researched and that it took me a while to get ahold of someone to speak about a potential insurance policy with them,
Let me speak to that: I spent fifteen minutes on hold to get in touch with a customer service agent. The insurance agent was friendly, sure, but I grew up in the internet age and I like my stuff with some immediacy. Fifteen minutes won't work for me if they also will charge me more than I would like for the insurance policy limits I was looking to set.
Allstate, you could have been my insurer, but it took too long and you would have charged me too much. Maybe next time.