I have been insured for a little over a year, having previously chosen this service as well after a long break without needing coverage. Initially, I felt confident in my decision after purchasing my vehicle and was pleased with what was offered. However, that confidence vanished following an accident on November 7, where I was not at fault; the other driver had serious issues like a DWI and a suspended license. Trusting the service, I filed through my own insurance expecting support. Regrettably, my experience was far from satisfactory. I was assigned an adjuster I never managed to contact, and to this day, I have not heard from the assigned representative. My first attempt to file a claim online was thwarted by a system error. When I sought assistance, I was directed to resubmit the claim, leading to duplicate entries and a chaotic situation. Eventually, I spoke with a helpful representative who clarified the duplication issue and allowed me to take my car to my preferred repair shop. However, my follow-up call revealed a different story with a representative who was condescending and dismissive, prompting me to request a supervisor. A supervisor called me at an inconvenient hour, and after returning the call and leaving a voicemail, I received no follow-up. I later spoke with another individual who kept assuring me my adjuster was busy and would reach out, but that never happened. To complicate matters, the adjuster from the other driver’s insurance also faced difficulties contacting my insurance adjuster. He was redirected to someone who could only read notes, offering no real help. This entire process has been unnecessarily stressful. Despite being not at fault, I received little meaningful support in managing my claim. The only truly helpful person was someone I spoke with recently, who finally listened and assisted me. Given this experience, I plan to switch to a new insurance provider soon, as I cannot remain with a service that fails to value customer support and communication, especially when the customer is blameless. I cannot recommend this service if you need help with a claim; be ready for a frustrating experience.
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