Saturday, December 14, 2013

On July 17, 2013 I was hit head on by a drunk driver. My 2008 Chevy Silverado was totaled. I was injured and taken via ambulance to the nearest trauma center. I contacted Esurance and filed a claim. First problem, I was bounced around to 3 different claims adjusters. The first adjuster, Sean **, informed me after 4 days, that he doesn't handle total losses. The second adjuster, Mahesh **, never did contact me. It turns out this person wasn't even in the office. I was told she was on vacation. Finally I was assigned to Cindy **, and that brings me to the biggest issue. Once Cindy ** began working on my claim, I was asked for the pay off amount from my credit union.
Shortly after, less than 2 hours, I was given a quote for the value of my truck.... Just a few dollars more than I owed. That seemed really fishy. Nationally recognized vehicle value estimation resources such as Kelly Blue Book and Edmunds .com value my vehicle at considerably more than I was offered. I tried numerous times to contact Cindy ** and ensure my vehicle was valued correctly. My truck was a 4x4 and the value I was quoted is on par for a 2x4. It has been 2 weeks since I tried bringing this to her attention, I have heard NOTHING! Lastly, since none of these claims adjusters handle personal injury and lost wages, I have yet to be able to file claims for those issues. Stay away from Esurance at all costs. Or it will cost you.
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After seeing the commercials for Esurance, I decided to get a quote when my Allstate (yes, their parent company) was up. The quote online was significantly less that what I am currently paying. I thought this was odd so I contacted customer service via phone. After taking all of my information, setting up the policy & payment schedule, I checked my email to print out our new insurance cards. To my surprise, the rate on the email was over $250 more than the agreed to rate with the agent. I contacted Customer Service immediately to find out where the discrepancy was.
I was told that since I wanted to pay monthly rather than all at once, I was being charged a "fee" for this service though the agent stated that the "fee" would be $5 per month. How $5 per month equates to more that $250 is beyond me & clearly beyond customer service as well because they could not explain it. Thank goodness the policy was not set to start for another couple of days because to cancel would cost 10% of the policy premium. The customer service rep attempted to transfer me to the "Cancellation dept." to see if they could do anything about the premium. But because I technically didn't have a policy (remember it doesn't start for 4 days), they wouldn't even speak with me. I have been assured that I have denied the quote/policy & that it will cancel at 12:01 on the policy beginning date but after that bait & switch fiasco, I really don't see that happening.
Did I mention I was crazy enough to set up a renter's policy with them as well? That premium has already been deducted from my checking account. I was told by Esurance that there is no cancellation fee on that one but they cannot cancel it. I have to call Assurance to cancel. They are closed for the evening. We'll see how that goes in the morning.
Do not do business with Esurance. If you cannot trust them to give you an accurate quote, are you going to trust them to insure your belongings? If you do, make sure the quote they give you is the amount you agree to pay per month and not a one time payment, because they will not tell you till it's too late.
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Satisfaction Rating1/5
I was with another company for many years with 3 cars and no claims, tickets, accidents, or at-fault claims ever. I chose to switch to Esurance because they were much lower. Within the first 30 days my daughter had an at-fault accident that cost Esurance $2500 with no injuries, and they canceled the policy. Beware: you pay for what you get.
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Satisfaction Rating1/5
We went to the Esurance website to get a quote for 2 vehicles. They used the same coverage amounts of our current insurance provider policy to generate a quote. The initial quote given was significantly lower than our current premium. I called Esurance to sign up and the representative then proceeded to give me a significantly higher quote than what they originally gave us. None of the information had changed since the 1st quote. This is a classic bait and switch tactic.
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Satisfaction Rating3/5
I decided to go with Esurance after they provided me the lowest quote. After deciding on Esurance, I googled them. The reviews were horrible. I became very concerned. I must say I had no problem with them until I decided to let my policy lapse because of increase of $25 more each month at renewal and the horror stories online. The customer service rep copped a huge attitude after I told him I was going with another company for several different reasons. He was extremely rude and actually told me changing from Esurance made no sense to him. My suggestion to Esurance and their parent company: Educate your customer service reps on the finer points of great customer service.
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Satisfaction Rating1/5
Esurance sucks. If they offer you a settlement, understand that they are including all things in the settlement. They will subtract out of the money you think they are sending you anything that they've paid to your health insurance company for bills that resulted from an event that they were supposedly covering. You think you're agreeing to them sending you a check in the amount of $xx.xx, but you'll only see a small fraction of that amount. State laws should require that all this be clearly explained. The consumer expects that the settlement amount means that he/she will receive a check for that amount. If there are things that are excluded, that should be clearly explained. If the insurance company is transferring to you and claims that haven't yet been fully settled, that should be clearly explained (and that is just what they are doing if you are signing a release).
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Satisfaction Rating1/5
I have had many horrible experiences with multiple car insurance companies, but Esurance has been the worst. I called the company and got connected to an agent. They set up my quote pretty quickly. I had stated that I was going to need an SR-22, thinking that it would automatically include the charge for the filing fee to my policy, but no. Not only did the agent not include the SR-22, he did not even file it causing me to get my license suspended. I was very upset because how was I supposed to get anywhere and on top of it. It wasn't my fault. I did what I had to but the agent didn't do his job. He had no problem charging me my first month's payment though.
I called the company and told them about my problem. The lady was very nice but I did not get anything out of it, no discount, nothing, for their mistake which I think is horrible customer service. After all that got squared away and my SR-22 was sent, I went online to see how much my next month's payment was going to be and I was shocked. It was a whole $30 more when I'm already paying a lot of money a month. I called in to find out that was the filing fee. I got upset all over again. This company and the agent just seem very undertrained and disorganized. If I did that at my job, I would be fired right away.
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Satisfaction Rating1/5
They tried to charge me $45.99 for taking my daughter and her car off my policy a week early. Yet, they were only going to reduce my premiums by $10 a month without her or her car on the policy. I am now insured with Liberty Mutual for half what Esurance was charging me.
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Satisfaction Rating1/5
I recently signed up for Esurance after reviewing their website and talking to their "agent." Since I switched from AAA, it has been nothing but hassle. I’ve been an insured driver for over 20 years. My rate has gone up three times since I switched. They constantly call with new and unreal requests, calling over and over if they don’t get an answer. This has been a horrible experience - there must be a lot of risk for this company because I have never had so much hassle with my car insurance. I thought going through this Internet company would make things easier. I will be driving up to my local insurance agent at the end of this month to switch back. Biggest mistake ever.
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Satisfaction Rating1/5
I've been an Esurance policy holder for six years now. During that time, I've not had any claims, relocated from an urban to a rural address, drove less than 2,000 miles per year, and my car has depreciated in value. Each year, my policy premium has increased, even with all the changes that would have had a positive impact on my premium. When I called to cancel, they offered no questions or solutions to keep me as a customer. They’re totally apathetic, which is the same treatment I received when I wrote the company to share my experience. No response, whatsoever. Do yourself a favor and don't buy their bait and switch tactic. I’m not sure if this has anything to do with Allstate, their new parent company; but in any case, there are better insurance options out there.
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Satisfaction Rating3/5
So I gave them a 3 because they are nice, friendly, and hassle-free when I made a claim. They're almost the perfect insurance I could have, but then they raised my insurance. At first, I paid around $89, then they raised it because I got a new car to $137. Then my last straw was when they raised it to $237 a month. To have insurance? That's a car payment! You got to be kidding me. That's why I left. I got in 1 accident after 10 years of driving. I was only a fender bender, and I took the ticket to court and never had nor received points on my license. Ticket was dismissed. No points on my record! Crazy.
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Satisfaction Rating1/5
My husband got into a small accident. When we filed a claim, they told me that my husband had been excluded as a driver on our policy for a year and sent me a copy of some document I have never seen, claiming I signed it. My name was printed on it. They said it was an internet signature, but I have never seen this before and certainly never signed it! I had no reason to insure my husband's truck without him as a driver. I never drive his car! What a scam! Saved a few bucks, just to be completely without insurance when we need them. What a scam! I can't believe they do business like this.
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Satisfaction Rating1/5
I have been a member of Esurance for 6 and half years. I only switched to them for their lower rates with the same coverage from my previous insurance provider. Their customer service reps are really nice. However, Esurance decided to increase my rates even though I had no accidents or any citations. I have a clean record for 19 years. I called them up, and the rep had to transfer me to a licensed rep who can check my records further. Seriously? How much further do you need for clean record? The rep could not find anything wrong with my records and could not explain how the rates increased. It went from $2,400 to over $4,500 for the renewal of new term and nearly zeroed out my bank account since I have auto-pay set up with my bank.
The rep suggested that I cancel the policy. That is not a very good advice coming from a rep who works for them. I have searched many other insurance providers, and they charge a few dollars more for the same coverage. I have several drivers covered and never had any issues with Esurance until they started spiking up the rates for reasons they can't explain. Everyone covered on the policy has a clean record. I am already getting ready to switch as soon as the term expires in a few days.
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Satisfaction Rating1/5
This company is a total joke. They are very misleading as they make it seem as though it’s a great rate and then here comes the Underwriting department asking questions about coverage for those who used to live in my place. Then after sending them the utility bill, they tell me I need to be established at an address for 6 months before they can accept my paperwork. At this point, they have increased my premium. I’m extremely upset with them at this point. Don’t ever get coverage with this company, unless accompanied by a bottle of Tylenol extra strength!
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Satisfaction Rating1/5
I had coverage through Esurance for a few years, but I end up not renewing my policy due to their inflexibility (thank goodness). I normally paid my policy in full at the time of renewal, but after getting laid off two days prior to renewing my policy (recurring payments were set up), I needed to change my payment schedule. I called and spoke to a rep, who then told me that my payment schedule could not be changed within 7 days of renewing and that I would be charged the full amount within two days. I explained my situation, but I was told that there was nothing that could be done and I had to deal with it (really?). I asked to speak to a supervisor, who then reiterated the same thing (they were dead set on forcing me to pay the full amount even though I told them that I couldn't due to my new financial situation). I told them that I would not be renewing due to their lack of flexibility in changing my payments.
Luckily, I kept the majority of my money in savings and moved money to checking as I needed it. Otherwise, I would have had my account debited for the full amount as they did attempt to charge me after I told them I was taking my service elsewhere. Buyer beware - purchase at your own risk!
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Satisfaction Rating1/5
This company is a complete train wreck, pardon the pun - terrible to just really bad customer service. They lie and then when you actually need them (you get into an accident that was not your fault), they drop you from their service and do not answer any of your questions. They are the worst insurance company ever.
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Satisfaction Rating1/5
I have had Esurance for several years. I had no problems with them. Their rates were reasonable and even when my husband received a speeding ticket (0-5 miles over), the rate only went up $10/month. That was until they teamed with Allstate last fall. When our policy renewed this year, our rates went way up. At first we didn't notice it since we have automatic bill pay. But we finally did. It went up over $60/month. When I called to find out why, they said they did a statewide policy review. It was based on the number of claims other drivers in my state have, even if they are not insured with Esurance.
So that meant that any driver in my state who gets insurance with them all have a rate hike even if they have no accidents or tickets. It is not based on just my driving record! Total **. I told them that's not fair and at my age, I should not be paying rates that I was paying when I was in my 20's. They told me that they understood if I want to find a new carrier, but they would charge me $50 for early cancellation. So they sock it to me with the rates then again because I want away from them. Stay away from this company!
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Satisfaction Rating1/5
I purchased auto insurance through Esurance when the company I work for transferred ownership of a vehicle to me. Unbeknownst to me, they had cancelled their coverage back at corporate before I got covered. This caused a gap in coverage of 6 days. Esurance had quoted $58 per month when I signed up, but jacked me up to $145 per month when they found out. I am 52 and haven't had a ticket or accident in nearly two decades. I just cancelled the policy and they are charging me a $50 service charge for canceling mid-policy period. I feel like they are sticking it to me anyway they can. Be forewarned.
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Satisfaction Rating1/5
When I checked various companies for rates back in October, I went with Esurance because they were the lowest priced. Once I committed to them, they immediately raised my bill by 30% because my wife had a ticket I didn't even know about. Now they are threatening to raise my rates again or cancel the policy because they think my grandson (who doesn't live with me) may drive the vehicle and because there is a business in the building (which I own) where my apartment is located. They refuse to take my word that these are not my businesses and want forms completed that exclude my grandson from the policy that also explain details about the businesses, even though they are not my businesses. They want to charge me more money for just completing the forms! I've had it with them. I'm canceling their policy and going with another company. I would use much stronger language to describe these people, but don't want to risk my comment being deleted.
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Satisfaction Rating1/5
I am not an Esurance policyholder, but I was hit by an Esurance driver in Sept. 2012 (totaled my car and caused injuries to myself and two of my children). My rep does not answer the phone, does not return calls, nor does she reply to my emails! I even tried talking to her supervisor and she was very rude. ** is always out of the office or on vacation. I am trying to see what’s going on with my claim. I’ve sent everything in that she needed and still nothing - no answer, no callback. Help me.
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Satisfaction Rating1/5
I've had a policy with Esurance for the past 6 1/2 years and up until now, there have been no issues. I knew when they became part of Allstate this was bound to change. I've never had an accident or filed a claim of any kind and have kept my vehicle in excellent condition. They have my address on file and have had for a long time. I received notice my policy is going to be cancelled. I called them and spoke to a nice customer service representative who said the issue was with their underwriting department. The document in the e-mail I received said they could not verify my address and giving it to them seems to be of no help so far. I am done with them. From other complaints I've read, this seems to be a common problem lately. Being a good customer who pays on time and hasn't filed a claim seems to be relatively unimportant to them now.
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Satisfaction Rating1/5
I purchased Esurance policy. Long story short, I missed the scheduled payment date. They cancelled my insurance and had me pay a $50 cancellation fee along with some other smaller fees added up to $72 and some change of pure fees. I never had an insurance agency charge so many fees.
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Satisfaction Rating1/5
I got a quote with Esurance online, which was 20 dollars lower than what I was paying before. I called them to buy the policy. The agent reviewed everything before signing up. I purchased the policy. A week later, I received a letter from them that my policy rate was going up. So I called and they told me that it was going up because my previous policy had canceled 10 days before I started with them. So, they raised my policy 31 dollars and I ended paying more than what I was paying with my previous insurance. This same month, I switched to GEICO. Don't buy Esurance. They will rob you.
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Satisfaction Rating1/5
When I saw that Esurance was "backed by Allstate," I thought the company would be viable, trustworthy, and dependable. When I switched over to their insurance services, I thought since I paid in full, and had given more than enough verifying information about myself and the car over the phone, that I would have a stress-free policy for insurance. This has been far from the truth. I have been hung up on by their hold queues after sitting on hold for sometimes 30+ minutes. Not to mention, they have a "call back note" in which no one in the underwriting department will ever get back with you. They had said I needed to verify my current address. They said this could be done via fax, phone, mail, or email. I had emailed and faxed them various documents - no response. I tried calling only to get hung up on.
Because of all this now, in the State of Michigan, I am now forced to pay higher rates on my policy I obtained because they were unreliable and poor at communicating with clients. Prior to Esurance, I had a great rating since I had been with my insurance company for over 6 years. It's really sad that they advertise themselves as "insurance for the modern world" because no modern person would want to sit on hold or receive confirmation about sent documents. I have really lost trust in not only Esurance, but Allstate as well since they back this sort of poor business practice.
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Satisfaction Rating1/5
I recently purchased Esurance back in mid-August, and they cancelled my policy in October. First of all, every time I tried contacting the underwriters, I was on hold for 30 minutes or longer. When I would call customer care, they would answer within 30 minutes. They kept emailing me, asking me to add on drivers that I don't even know! I'm assuming these are people that used to live in my house. I would email them back for the 3rd time, telling them that I don't know these people. They emailed me again and asked for their proof of insurance? What the heck did I even respond back for? Anyways, they cancelled my policy. Yes, they did.
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Satisfaction Rating1/5
I spent an hour and a half wasting my time, with an albeit very nice representative from Esurance to sign up with them, only to be denied coverage! Apparently, the extremely minor accident I was in last August, by a driver who rear ended me, caused me to be denied because my Geico reimbursed me for lost wages that day. Entirely ridiculous considering even the representative said I have an impeccable driving record. According to the rep, Esurance denies coverage to anyone who has had a "personal injury claim" in the past three years. I wasn't even injured! Why even utilize the phrase "no fault" when it constantly works against you? If Obama can put in place policies that don't deny you coverage for pre-existing conditions, why shouldn't car insurance companies have the same policy for drivers who are not at fault for previous accidents?
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Satisfaction Rating2/5
I was rear ended by an uninsured driver. A few months later, Esurance calls and tells me they are dropping our policy because they cannot verify our garaged address. Even after faxing numerous documents and bank statements, they still said they could not verify and the policy will expire and not renew. Esurance will treat you like crap if you file any claim with this company. They will do anything they can to get rid of you after any accident. They also refuse to insure anyone in the state of Florida with any PIP claim within the last 3 years. This company does not care about their customers at all. Stay away from Esurance. You will regret having this company if you ever need to use your policy.
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Satisfaction Rating1/5
I was with Esurance for 4 years. I had an accident this past July and was dropped from their coverage. Also, the "5-star" shop they recommended to me did horrible work to my car, which forced me to take it back to the dealer to fix the first shop’s mistakes.
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Satisfaction Rating1/5
This company basically stole from me. I’ve been an Esurance customer for a long time now, Since January 2011, I have paid $2,572.57 for the peace of mind that if anything ever happened to my vehicle, Esurance would stand by their side of the deal and make things right. That wasn't the case after my vehicle was rear ended by an uninsured motorist. The Police confirmed the other driver was at fault and even though my insurance was current, I was refused coverage because my wife who is not on the policy was driving. If I take your money every month for a service and never provide agreed upon service, that is theft in the truest form!
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Satisfaction Rating1/5
I called emergency roadside assistance because our truck stalled and they took two and a half hours to get to us. We were waiting in 98-degree weather with three dogs and limited food and water. When we first called, they said it would take 60 minutes. Well, at 85 minutes, we called and they said, “Anytime now. The driver is looking for you.” Half hour goes by, still no show. I called again and this time, the agent said she can't locate my initial request and had no record that we had called in the first place. Now angry, dehydrated and almost dying from heat stroke, I insisted on talking to a supervisor. Finally, after 20 minutes, they said, “Oh yes, the driver will be there shortly.” It took a total of two and a half hours for the tow truck to show up. We were in the middle of a heat wave. What if we were in the middle of a snowstorm? We would have certainly died then. As it is, one of our dogs was suffering badly and I thought she was going to die for sure. Do not use Esurance unless you want to put your life and your family's lives in danger.
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Satisfaction Rating2/5
Insurance adjuster was incompetent. I did not want to take liability for their insured even though I provided evidence. They gave me the runaround for a month and never bothered to inspect my vehicle for damages. They answered vaguely to my emailed questions. I had to take the other part to small claims. Customer service leaves a lot to be desired but I guess what do you expect from an internet-based company?
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