Rediculous Insurance Customer Sevice Rant

[asphaltgambler]

So I have ALL of my insurance through a local broker. The car/SUV and truck is through one major company, all the motorcycles with another large company and so on and so on.

My broker / team used to be great to deal with. I have used these same people for at least 22 years. A few years back the owner decided to sell. Some of the people stayed, some retired. It is a small office of less than 8 persons.

Since that time the 'agents' have become incredibly lazy. They open @9am. Phyiscally lock the office front door between 12-1pm and phones on V/M only. They close @3:30 to 4pm. Many times I have requested a quote on new or additional insurance only to have no response at all or half-hearted inaccurate quote.

My wife was seeking term insurance quote last month and she had to almost beg them to act upon it. Just two weeks ago I purchased another vehicle and requested a quote and did not receive a call back. That was the last straw.

This week I directly contacted the large company starts with an "E" with a short note saying how unhappy I was with my local rep and could I do business direct and possibly save some dough?

Customer service guy immediately forwards my email to the agent W/O first responding to me OR asking if that is OK!!!!!!! Agent then emails me saying WTF?

NOW - I look like $hit and placed in a difficult situation. Good Grief! I then reply email to E insurance customer service rep to say how egregious and unprofessional that action was.

[JJ 911SC]

Yeah, 3 words; They Don't Care

[motion]

Originally Posted by asphaltgambler

NOW - I look like $hit and placed in a difficult situation. Good Grief! I then reply email to E insurance customer service rep to say how egregious and unprofessional that action was.

Why? Sounds like you have a legitimate complaint with your broker. This is the type of criticism they need to get their act together.

[motion]

My Liberty Mutual guy is beyond professional. Lightning fast response via email and always on top of things.

[asphaltgambler]

I do have many issues with these people who I AM GIVING MONEY TO AND THEY COULD CARE LESS!!

We have politely complained in the past.....................their actions are clear.

[rfuerst911sc]

How is this a hard decision ? Go to another agent/company YOU are the paying customer.

[KaptKaos]

Originally Posted by asphaltgambler

Customer service guy immediately forwards my email to the agent W/O first responding to me OR asking if that is OK!!!!!!! Agent then emails me saying WTF?

Ask your agent where your quote is. You're the customer. Don't forget that.

Vote with your feet.

[asphaltgambler]

The problem is my wife has racked-up a few moving violations and I'm afraid of going to another company and then be dropped

[porsche newbie]

There is absolutely no reason to keep giving money to these people if they do not take the time to work with you. There are all kinds of insurance companies out there that will be more than happy to be of service to you. It is a PITA to think that after 22 years that you have go through that but truth be told, it is a very competitive business and someone, somewhere will do a better job than what you are getting now. If not, there is always the phone book and plenty more numbers to call. They are supposed to be taking care of you, not the other way around.

[Eric 951]

Jump to another company. I got fed up with my lackluster long-term Nationwide agent years back. he started pulling the same lazy routine--not retuning calls, etc. I called the carrier direct. Told them about the crappy service I was receiving from the local agent. The agent called me the next day--" I heard you had some questions regarding your polciy, and rates? How can I help" Too late, I already switched. New agent/company has been top-notch.

[asphaltgambler]

Anyone here have experience with some of the web-direct companies??

[ckelly78z]

I don't have a problem with my insurance agency ( a good local well known brand) but it is the others that owe me that I have a real problem with.

As some of you know, back on August 10 of this year, while driving my 83 Porsche 944, I was t-boned at 60 mph by another car who ran a stop sign while talking on the phone at 60 mph. I sustain a crushed pelvis, broken ribs, broken foot, a lacerated liver, and later I developed blood clots from inactivity.

The tool that was driving had just gotten his license back from previous transgressions, and had state minimum coverage through Gieco on himself, and his girlfriend had state minimum coverage through the General on her car that he was driving that morning.

The General has contacted me once to gather info, but no one can get ahold of anyone at Gieco, not us, not thier client, not the sherrifs deputy, not our insurance company or my injury lawyer. After nearly 5 months, I still have not gotten paid for my totalled car, or even had someone give me an offer to settle on it. I have racked up over $100,000 in medical bills, but state minimum coverage only allows for $12,500 per incident.

This is just all really aggrevating and I can't wait for the car settlement (not accepting the first offer no matter what), and then at some time in the future after the judge has ruled which of their insuarance companies will be paying for my pain and suffering, I hope to have a decent settlement that will still be something after giving 1/3 to the lawyers, and probably another 1/3 to the goverment for taxes.

[ckelly78z]

My advice to all that read my previous post........GET GOOD INSURANCE (not state minimum from the internet) FROM A LOCAL COMPANY AND GET UNINSURED MOTORIST INS AS WELL.

[Tobra]

Originally Posted by JJ 911SC

Yeah, 3 words; They Don't Care

three other words
Get different insurance

[Rikao4]

believe Superman had issues with them..
they wanted to give him lunch $ for his crunched P...

Rika

[asphaltgambler]

Interesting thing though is last night I have a letter from Costco (we are long time members there as well) about their insurance. It is underwritten by Ameriprise Auto and Home Insurance. Anyone here deal with this outfit??

[Evans, Marv]

I have had my auto insurance through Costco (Ameriprise) for years. Other than decent rates, I can't comment on much else, because I've never made a claim or asked for much. Their customer service over the phone has always been timely. That's about all I an say about it.

[herr_oberst]

You're in a position of negotiation and you have the upper hand. Use it to your advantage,

[john70t]

Originally Posted by ckelly78z

The General has contacted me once to gather info, but no one can get ahold of anyone at Gieco, not us, not thier client, not the sherrifs deputy, not our insurance company or my injury lawyer. After nearly 5 months, I still have not gotten paid for my totalled car, or even had someone give me an offer to settle on it. I have racked up over $100,000 in medical bills, but state minimum coverage only allows for $12,500 per incident.

That is ridiculous. Sorry to hear that happened.

Not a lawyer.........but "your side" needs to act.
-You need to get his personal info(work, salary, all insurance policies, etc) through a discovery process ASAP.
He may be liable for expenses over the state mins.

-In the meantime, his insurance needs to pay up everything else now.
If you can file a legal claim, they continue to ignore it and don't show up to court, and you get a default judgement against the insurance company, then perhaps the minimum's may not apply...

-I do not know the specific laws, but you probably need to get affidavits of their non-response from everyone. Now. Dates, times, and witness signatures. Everything in writing so there are no memory questions later on.
There may be "Statue of Limitations" in effect.
A "Discovery Clause" might nullify that in certain circumstances.

[LWJ]

You most likely can change agents. It is called a "broker of record." You sign a letter to the carrier telling them that you wish to change to Agent X. Most all carriers do this. Same cost to you. If you like the carrier research who is local that also represents them.

PM me if you have a question. This is how I make my living - Not licensed in VA!

Larry