STEVE VANHORNE INSURANCE AGNC

When I walked into the office, there were two clerks working in their cubes. One of them said something, but I couldn't hear her from behind the tall plexiglass enclosure. I said as much, and she walked out from behind the wall to help me. I told her I was there to pay my $500 deductible and she didn't seem to understand what I wanted. At this point, I was already irritated by the cold, unprofessional welcome of my "good neighbor", and asked to see Steve Van Horne. She walked to the back of the office and returned in the company of another woman who turned out to be the Office Manger I had spoken to on the phone.

Again, I explained that I wanted to pay my deductible and have State Farm deal with the other insurance company for me. The OM told me that they didn't accept deductible payment at this location, and I would have to go to the claims office down the street to pay it. I then asked to see Steve Van Horne again because I was done getting the run around now from my own insurance agent's staff. She said he was at lunch and didn't know when he would return. I asked her if we could take this discussion to an office, because at this point we were still standing in the entry area where I had received my "over-the-wall welcome" earlier. She said "I don't have an appointment with you" and therefore we couldn't go to her office. I asked her to have Steve Van Horne call me on my cell phone when he returned and that she was to consider my two auto insurance policies canceled when they came up for renewal in January.

I proceeded to the claims office where I was told that they would not need my $500 deductible up front, and that I would pay it to the repair shop once the job was done. After that, State Farm would bill the other insurance company for the repair costs and my deductible. Now, I haven't been in an accident in over 20 years, so the process is somewhat foreign to me. After this miserable experience with Steve Van Horne's State Farm Insurance Agency, I learned the following things:

1. His office staff is unprofessional and rude
2. His Office Manager is ignorant of the proper procedure for deductible payment
3. Customers at this agency require an appointment with the Office Manager in order to discuss issues in an office setting
4. Steve Van Horne doesn't call his clients when they request him to through his Office Manager
5. This agency is not "like a good neighbor"

I pay a premium to have a real live agent, with a real office that I should be able to walk into at any time and receive a warm welcome, professional behavior, and courteous quality service. Such is not the case with this agent.