I purchased a home in September, and selected CoVerica to handle my home owner's insurance. I've had nothing but problems since the very beginning. Unfortunately I was in a huge rush to find insurance within one day, so I didn't have as much time as I would have liked to shop around. My agent is Rebecca Frigole. Long story short, Rebecca is the most incompetent insurance agent I've had to deal with. I wish I could give negative stars. If you want the long version, keep reading.
First, I emailed Rebecca to establish contact and request a quote. She emailed me back within 30 minutes with some standard questions. I emailed her back less than 10 minutes later with answers. She knew I was under a time crunch, but I didn't hear anything that day. The next morning at 11 am I emailed to follow up, and included my lender who referred me to Rebecca. He contacted her directly, and then I got a text message from her (I requested no phone calls during the business day due to a huge project I was working on with meetings most of the day) saying that their email system blocked my email and she had to get it "white listed." Which was interesting, because she got my first email and responded back. If what she said was true, she wouldn't have gotten my initial email, so I think she just dropped the ball and made up an excuse. It would have been better if she just apologized for the delay.
We got the policy ready and everything should have been fine. I closed on the house a few days earlier than planned, so she had to cancel the first policy and issue a new one, but this was still done before closing. Then 2 months after I closed, I started getting cancellation notices on my policy. She never called, texted or emailed anything, so I was caught off guard. But then she emailed me saying, "Originally, we wrote two other policies but since the closing date change we had to cancel and rewrite. That is why you are receiving so many cancellation notices." To add to that, apparently there was a balance due of $32.31. I couldn't see why there was a balance due because the insurance was paid with escrow so the amount should have been correct at closing. She never told me she had to reissue the policy AGAIN and that there was a price difference.
And she tells me she doesn't have my phone number on file. Funny, considering she texted me at the beginning because of her email issue, so I don't know why she wouldn't have it on file. (Later I saw that she entered a totally different phone number on my policy... not even close to my actual number so I have no idea where she got that from.)
Anyway, I paid the balance to keep the policy. And then she said "The other thing is that Pacific Specialty thinks you have a woodstove." and I had to sign more forms stating that I don't have a wood stove. I have no idea why they would think that in the first place. This didn't come up at all during the first round of creating the policy. So she had to send me several other documents to sign to reinstate the policy. The first time I signed them, she didn't submit them right away, and the dates had to match, so I had to sign them again. Which I did. The signing of the documents took three days. I just don't have time for that kind of nonsense. This was all in late November.
And then, in January, I got a refund check for the same exact $32.31 that they cancelled my policy over. I am not 100% sure, but what I think happened is that Rebecca messed up the 3rd policy, probably by telling them I had a wood stove, and then when I submitted the paperwork saying I don't have a wood stove, they took it off my policy and issued a refund. I could be wrong about that, but I can't think of anything else that makes sense.
And the last straw came at the end of January. I got a letter from my mortgage company saying they don't have proof of my coverage and that if I don't provide it soon, they will purchase it for me. She was supposed to have sent the binder to them. So, because of ALL these reasons, I chose to cancel my policy with her and switch to another agent. Call me crazy, but when it comes to insurance, I expect my agent or broker to have at least basic attention to detail. I can only imagine how awful it would have been if I had an actual claim. read more
