My roommate some how backed into my brand new car even though she was parked next to me. Her insurance is Esurance. The lady at Esurance whom we are dealing with has been so rude, it takes her 2 days to return our calls and this last time she hung up on my husband when he had some questions about the estimate given!. It was a simple fender bender and yet it has been 2 weeks and the car finally went to the shop yesterday! Esurance is slow and rude.
Enrique of Yakima, WA March 17, 2009
On November 7th 2008, my car was struck by a deer ( a no fault accident) my car was then towed to Courtesy Imports (a MITSUBISHI Dealership) there, it was stored for several days and I was told repeadedly that the car was totalled so the first dealership did NOT write an estimate for the damage becaused they assessed the car to be a TOTAL LOSS and should be totalled. Esurance, KNOWING this took the car to CO-Part. Where we all know totalled vehicles are stowed. About a week later I was called an told that the car could be fixed by a local body shop. The shop said they could fix the car for about 8 thousand dollars. I was surprised to hear they could even fix the car for under 15K and was VERY skeptic from the beginning.
I had a short talk with Bernard, Body Shop manager, asking if he could fix this TYPE of car or if he has even WORKED on a car like mine, and assured me he could and all cars are the same... I advised him my car is a HIGH performance car and needs special attention. He assured me the car would get fixed right. 4 months passed since the accident, my car NEVER reached industry standards and to my satisfactory AT ALL, Auto Body cut too many corners to try and make money on this car. This same body shop destroyed the INTERIOR of the car. I was told the car could still get fixed by a different body shop if I paid my deductable, which I did with out question immediately.
The second body shop, of my choice, who specialized in HIGH performance cars REFUSED to work on the car because they KNEW it should have been totalled in the first place JUST on the pictures shown to them from the accident and the look of all the damage on the car. 4 months passed by, I paid my 700.74 car payments on time with out question and my 1000 deductable. I asked repeadedly if I could get a rental car just temporarily so I could work-which I think due to the circumstances, is a reasonable request on my part seeing how it took so long. Being denied so many times, I told my boss I could not work until I was able to get a vehicle.
Due to the amount of time without a vehicle to get to work, my boss fired me leaving me with no job and no wages for the whole 4 months I was out of work totalling to over 2800 not including lost wages. I believe it to be a reasonable request to be compinsated my lost car payments last 4 months due to the fact the car should have been totalled in the first place. I believe the claim adjusters and reps did not do their jobs to the fullest as far as customer service because corners were cut that should not have been cut.
What im trying to say is that I took it to Mitsubishi because I knew, being a high performance caar dealership, they would fix it correctly from the beginning. But they claimed it to be a total loss. The reps, without getting a complete estimate, took it to Co-Part, trying to save Esurance a bucktook it to copart and then had an Under-cutter body shop where they in turn, thought they could fix it for a small amount of money which they ended up doing more damage to the vehicle. Im sure you can understand my frustration and financial situtation.
lost job, lots over 2800 dollors in payments and lost wages for 4 months.
John N. Brancato Jr. of Tonawanda, NY March 10, 2009
First insurance policy had the wrong effective dates due to customer service rep error. Even though policy was cancled after only 1 hour, Esurance still charged me 15.00, which they promised to return but never did. Second policy was effective for 2 months. Esurance had asked for proof of residence, that was emailed to me by them. I had printed the document then deleted it, but never faxed it back to them. I had called them to get another copy emailed to me, which they did. I promptly filled out the paperwork as required, had it notarized and faxed it back.
On Friday 3/6/2009 I received a call, while at work. The customer service rep had told me that that was the wrong piece of paper that I faxed to them. I had told her that that was the document that Esurance had emailed to me, not once but twice. She had told me that she had emailed me the correct document on that day, and I had to return it by 3/8/2009 by midnight, or the policy would cancel.
Since I did not get out of work to 6:00pm on that Friday I could not make it to the bank to have the paperwork notarized. I called in to ask for more time, since Esurance had emailed me the wrong document two times, but was told no. Esurance had then canceled my policy on 3/9/2009 at midnight. I would have to say this was very unprofessional since they made the error twice with me. On Monday 3/9/2009 I had faxed the paperwork to Esurance first thing in the morning. They had told me the paperwork was unacceptable, and my policy had been canceled. I had spent over 2 hours on the phone with 5 different representatives. The last phone call that was made I had been told to re fax the document and the policy would be reinstated.
I was then transfered to the sales department where I was told the policy would have to be repurchased, not reinstated, with another 340.00 deposit. This was unacceptable to me. Finally when I told them that I would not repurchase a new policy, they offered me a 40.00 refund from my 325.00 deposit in February. Esurance has now lost a good paying customer due to the fact they are very unprofessional and very disorganized within.
Rhonda of Chalmette, LA March 6, 2009
they don't pay claims, its been 6 months and still have not paid for my stolen car. every time i call its a recording and when i speak to someone i am brushed off by saying they are still investigating. my biggest mistake was not researching the company before going with the cheaper quote. a word to the wise is you get what you pay for.
i am still sitting without a car.
Angela of Wisconsin Rapids, WI January 23, 2009
My first commment has been posted, not sure if this can be added to it but I would like the following known: Esurance sent me a letter post marked 1/21/09 from their South Dakota office and that letter states that my policy has been cancelled as of 1/19/09 and reads on to say that Unearned premium will be returned to you in accordance with Wisconsin law and the terms of the policy. There is no refund check with this letter. I called Esurance to advise that the promised check is not with this letter and asked them to pull the recorded calls from 1/19/09 to verify that they did indeed promise me that they would process a check and mail it within 24 hours. No one is taking any responsiblity for thier actions and now I am still out the initial payment that they took for my policy.
Angela of Wisconsin Rapids, WI January 19, 2009
On 1/19/09, I went online to purchase a policy from Esurance. I was quoted 304.55 for a 6 month policy. I put in my credit card information and it accepted my initial payment of approximately 97, then explained I would be billed every 30 days for the next 5 months. After I pressed the Purchase button, then a screen came up stating that I needed to then provide additional information by 1/26/09 or my premium would then go up to 455.65. When calling to cancel the policy, I was informed that I cannot just cancel the policy and void the transaction, that I must wait for them to mail me a check. I called Mastercard customer service and the money was already gone. They advised since I did give them my information, that I am now responsible for those funds.
I now am not able to purchase another policy until I receive the check back for the initial payment, therefore leaving me uninsured for the moment.
Taune of Brooklyn, MI January 19, 2009
I got an initial quote from them for 787.66 for 6 months. Low and behold, days after I purchased the policy, they upped my premium to nearly 1200 for 6 months, and claimed that it was the result of 1 speeding ticket for 5 miles over that occurred 2 years and 9 months ago.
I had correctly filled in all of the information they had requested in the initial quote. I talked with an insurance agent there named Emily, and she refused to do anything about this, even though their systems at checkpoint were apparently down at the time I purchased the policy.
This smacks of bait and switch to me, and I will not be doing business with them in the future. I am cancelling my policy, and based on what I have read in this column, I will be putting a stop payment on any further electronic withdrawls from my account by this company.
Patricia of Tarentum, PA January 12, 2009
I was rear ended by one of their customers. I initially was contacted or contacted them on 12/15/08. I called the same rep within 24hours to notify her that the body shop could indeed take photos and send a quote over to esurance. I called again daily for the remainder of the week without response. I again called the following week where the rep said when we last spoke I was to get back to her with more information. I nicely explained that I called daily with out hearing from her. Her response was Okay, okay. my son was sick and I was out a few days. We finally worked things out and I was given info to contact their enterprise car rental rep for Esurance.
I called this rep several days with no response. I tried calling the phone number (800) to talk to another rep or just try to get some help or guidance. After 30 minutes of pressing #1 to talk to a rep/continuing to hold I hung up. I then called the inital rep that I started (Raquel) and told her my situation. I was to drop of my car this evening and really needed to set up my rental and that I did not hear from Maureen who she instructed me to call to set up the rental car. She informed me that oh, yeah, she was off for a while, put me on hold to look at my claim. She did attempt to help but what I mostly got was aggravation and being told that people will call me back...of course they did not.
I myself called several enterprise locations without luck in obtaining a rental. I did however get on a couple waiting lists. I again called Raquel and told her that I did not hear back from anyone and she seemed so surprised. She then told me she was in the middle of something and would call the first rental location that we started with to get set up for an afternoon rental (I start work at 8am and we were trying to get something earlier for my work schedule). She was going to finish what she was working on, call the rental place and call me back. That was around 4:30 p.m. It is now 6:23 p.m. and I never heard back.
I have since then called the first rental place myself and of course they no longer have any cars available until Wednesday. I called the second location, which I am on the waiting list, and they are saying that I should have a car tomorrow. If they told me that I could have done this myself in the first place, I would have. I have only had two car accidents in my driving years, both of which were not my fault and never experienced such awful customer service. My insurance company did everything for me last time. I have now learned I should of let them this time.
My husband and I are a two car family due to us both working. We are now short a car and have kids that need our car for transportation to and from their bus stop. It is just a shame that we allow this type of customer service in this day and age. I also now have to miss 2 plus hour of work so that I may use my husbands car to get myself to work and then leave early to ensure that he can get to work on time. I would NEVER reccommend Esurance to any one ever.
Scott of Thonrton, CO January 6, 2009
My auto insurance policy was up for renewal so I decided to shop around. I got a quote from Esurance which was roughly 40% less then what I was paying today for the same coverage. I made the decision to switch to Esurance and also increase some coverage over what I presently had. I proceed to fill out all the information they requested to the best of my knowledge and provided my credit card for payment. Before I clicked the pay now? button it told me my 6-month policy premium would be 536.65. After they charged my credit card I was immediately notified that they needed to verify some information with my prior insurance company.
I called Esurance and we did a conference call with my prior insurance company, Travelers. Travelers provide some basic information about my existing policy to Esurance. I was immediately told that I didnt provide the correct bodily injury coverage that I previously had with Travelers to Esurance when I filled out their online application and as a result they were going to immediately raise my premium by over 37%! By mistake, I placed what I wanted my new bodily injury coverage to be not what it currently was with Travelers. With Travelers I had 25,000/50,000 and I wanted to increase it to 100,000/300,000 with Esurance. By mistake I selected 100,000/300,000 when I filled their online application.
Esurance told me this impacts how much they charge for the insurance premium. Why would an insurance company care whether I had more or less coverage with my previous insurance company? How does this have any factor in determining how much to charge somebody for their new insurance? This smells like a bait-and-switch where Esurance lures new customers with unrealistic prices then after you sign-up and give them your money they immediately change the price on you. I realize insurance companies have 60-days to change the price when additional information is discovered.
Typically, if you had speeding tickets or DUIs they uncover, I understand they are entitled to raise or cancel your insurance. But to immediately raise my premium for something that seems trivial seems very fishy. Had I known that they were going to charge me what they wanted at the end I would have never went with Esurance. I immediately cancelled the policy and went back to Travelers and await my refunds from Esurance.
Clair of Schaumburg, IL January 6, 2009
my accident occurred on Nov. And yet~ i still did not get the check from them. It was a very simple accident. the car behind me hit my car. my car was damaged, but they did not let me have the rent car. It is impossible to talk to people in this company. Worst of Worst...
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