State Farm Insurance

unknown

A billing and customer service nightmare. In August 2013, I obtained two policies through this State Farm office, one for rental dwelling insurance, and the other for umbrella insurance. I paid both policies in full for one year. I expected future communications with the company to be a year later at renewal time. In mid-September, I received a bill via mail for an additional premium on the rental dwelling policy. The bill, without explanation, showed an October 25, 2013 termination date. After repeated calls and emails, agent Ms. Jai Barber Dowell informed me that one policy was to be cancelled. She also later informed me that she had underpriced the umbrella policy; I could continue coverage, but the premium would more than double. Despite written requests, I never received policy documents on either policy. Ms. Dowell has a lovely and reassuring voice, and one may be led to believe that there is more concern for the customer than is truly there. Ms. Dowell several times did not follow through on what she said she would do. I sent or received over 100 emails related to these two insurance policies, even though the term of coverage for both policies was about two and a half months. I also had numerous telephone calls related to the policies. All in all, I spent about 30 hours dealing with the issues that ensued. One issue was that State Farm failed to timely provide my mortgage company with appropriate documentation to show proof of coverage. As a result my mortgage company placed ?forced insurance? on the dwelling, and charged me over a $1,000 for it. There appeared to be little or no communication between State Farm corporate and the local State Farm office. The left hand did not know what the right hand was doing. Ms. Dowell often blamed the corporate office for the confusing mess of termination notices with varying dates, refund checks, and bills with no itemization. The last straw was receiving yet another bill this week (week of January 27, 2014) for a balance due on the umbrella policy. I already paid more than half of the amount the agent originally quoted in writing for a 12 month policy, but received less than three months of coverage. I obtained insurance through another provider, and the difference in service was remarkable. The insurance agent promptly sent the policy documents to review, there was no bait-and-switch, and communications were straightforward and upfront.

The lady there has a great support staff. I can call and ask questions. They take care of claims and they are very responsive. She cares a lot about her clients. She delivers the value. I pay them monthly. I will not work with anybody else.

I like their local office but the policies of the overall State Farm didn't care for us because we had a couple of cracked windows and because of that, they were going to increase our rate and that's why I wasn't their anymore. The people in the local office are really great in getting back and everything.