Like all companies it comes down to its employees and how they operate. My guess is that your great experience has less to do with the actual company and more to do with specific employees and how they run that specific "branch". My family and I have been with the same insurance company for many years and for the most part it's been great. However, some agents are less than ideal. We've been lucky that those individuals don't last long.
Big reason I even bothered to comment on an insurance company ,was like it has always been with Allstate for 50 years , no hesitation with a claim ,nor any low balling. This last claim was wind damage to my roof , some missing shingles , not a lot ,but some on just about every slope . You don't deal with an agent these days ,you can take care of everything online . I summited a claim , they sent the adjuster , he evaluated the roof , well we can patch this , so they do a color match analysis , didn't happen , couldn't match ,shingles have faded , but only 11 years old , guess what we did the same thing 11 years ago ,wind damage full roof replacement , back then not even attempt to color match ,just replaced the whole roof . Anyway their estimate was 35,500, first check 14K to get started ,contractors was 36,800, we decided on new heat cables , old ones 11 years old ,so that was extra, insurance only estimated , remove ,and replace ,not new ones . They just sent the check for the balance of 36,800 ,not the 35,500 . No questions asked .
Had some tailgate damage , no adjuster , was told pick a shop ,took it to one recommended by one of my sons , told them my insurance ,gave the info . All I did was go pick it up from the shop when done . This place is a high quality ,high volume local repair shop . So all I got say about whoever made the claim four shops wherever he lives denies Allstate , all I have to say about that is Bull **** . 50 years using Allstate , not one word uttered about what insurance I had .