Horrible service and lack of advising its clients of fees.
I recently moved and added additional coverage to my auto insurance. I had been with English Insurance Group for approximately 6 months. When my bill arrived it was considerably higher. When I reached out to discover why the bill was higher, I was told that this was based on my new zip code. When I had called to add new coverage and update my address this was information that was not conveyed. So when I questioned it, Kristie merely stated "I'm sorry it was such a surprise. I typically mention the premium changes, but it sounds like Loretta did not mention this line item. She probably reasoned you weren't going to change your home location based on the rate increase, but it still would have been helpful for her to mention this to you"
Another month goes by and my next bill is even higher with no explanation. I again called and Kristie informed me that my record had been pulled and what was on the report caused my insurance to go up. I informed her that I had no accidents on my record, held a CDL and made only a claim the previous year of windshield replacement. She sent me the report which listed my ex wife. When I again, let Kristie know that the report was wrong and that it was somehow listing my ex wife. Her response We don't have any way to change the accident and claims history on your policy. Divorces can be tricky when it comes to your auto insurance. Since the divorce was finalized last year and she doesn't have access to your car any longer, this shouldn't be an issue moving forward" My ex wife and I had been legally separated for many years and had fraudulently signed an insurance agreement. Yet instead of offering insurance knowledge on how to report this erroneous info she offered no expertise or assistance.
I had to go to the agency my ex wife was on and they in turn actually sent me a letter that will resolve the issue. Something my current agency could have listed options to correcting this information.
She then sent me this message after she said she would be of no further help. "If you are currently married to Heather, she really needs to be listed on your policy. If you're together but not legally married, she can have her own auto insurance policy. Otherwise, all drivers in the household need to be on your policy..
She did not ask if my wife was a driver in a polite manner or if I would like to add her to the policy.
I asked her to please call my wife as we actually wanted to increase our portfolio of life and home insurance.
Neither myself or my wife received a call or any response back.
I will certainly be looking for a new broker who has better bedside and customer service manners as well as one who takes the opportunity to answer concerns or questions. A sales person who would actually like a portfolio of home, auto and life insurance for a family.
I would never recommend this group to anyone.
Mark Arrington read more
