Bit of a mixed bag over the years. We were doing business with an agency in Needham. Kaplansky took over the accounts and we've stayed with them so far although as of late I am having thoughts of moving my business. I've been doing business with this office for over 30 years. When we were purchasing a house from the builder, he kept moving the closing date around, Each time we needed an updated insurance binder. That may be a simple thing to do perhaps, but the people in the Needham office took care of it with no issues. They made sure we had what we needed. Excellent job. The worst issue I had was when the wrong driver was assigned points in an accident. Also, according to the paperwork the same driver was driving both cars in the accident. The Needham office was unable to fix the problem. I could go into the gory details as to why but its irrelevant. Two different people in the Needham office were unable to resolve the issue over 3 years. They would stop looking at it unless I prompted them with a phone call. I somehow got in touch with Nilda in the Cambridge office and she was able to figure out why this was going on and knew exactly how to fix it. Can't say enough good things about Nilda. Unfortunately she is part time. She actually remembered the original agency I started with(my cousins). Overall, the Needham office has been lackluster in solving problems. Another time I called up to get changes done to my insurance and the person(yet a third person) that was helping me seemed excellent, until a long weekend happened and she simply dropped my matter. I had to call up to get her started on it again and I had to remind her what it was she was working on. She had forgotten our discussions entirely until I prompted her. The other negative is that most insurance companies and agents will proactively ask you questions to try and get you the discounts appropriate for you. eg. Good GPA driver, driver lives more than 100 miles from home...etc. Every year I have to call up and play twenty questions with someone in the Needham office to get them to apply the proper credits/discounts. I feel like I don't have an agent as I am doing all the work. My wife and I were outright thinking of leaving Kaplansky. It occurred to me today that perhaps I should just contact a different office and have someone there do the work. I might try this before I leave. I'm uncertain. read more

I have been a customer for over 20 years, since they were Lexx insurance. I recently had a terrible experience with the Concord office. It's taken them over a month to move offices. In the meantime I've been trying to get in touch with someone to go over my policies and make some changes. No one will call me back. Not Taylor, not Sean the office manager...I even tried to get an appointment at the Cambridge office and no one called me back. It's pretty obvious they don't want my business. I'm in the process of changing agencies. I don't recommend them at all. So almost immediately after posting this review I got a call. The next day I had an appointment in the office and we went over everything and they ended up saving me a few hundred dollars. Great. Fast forward to this morning . I need a home owner policy for another property. After several attempts at calling I finally got someone. They took my information and said someone would call me back in 20 minutes. It's been several hours now and still waiting. I'm unable to get anyone on the phone despite repeated attempts. It's like they don't want/need my business. I'm sure I'll get a call after I post this. Really sad it has to come to this. Oh and I also stopped by their Concord "office" since it's on my way home. Lights out and locked up tight at 4 pm. read more

I have been a customer for 20 yrs now and have noticed that the cost is going up consistently every year for the same type of coverage & poor customer service. This year the cost for my auto policy is up 30%. I am a safe driver with no tickets and low miles. Further more I have the umbrella that covers house & cars. This happened in the last 2 years too and I had to call the agents constantly to have the cost checked and corrected. It took a long time & lots of follow up to get it reimbursed. This year I accidentally found out after several calls that the last agent left, not that she was very responsive. It is time to look for a different company. read more

What happened to this place?! I've been a customer since it was Lex and have never experienced such bad customer service until now. Where to begin I was given attitude when I called I believe the Milford office (but I heard a child in the background which left me confused) since I couldn't get anyone on the phone in Concord. I asked for a review on my policies since it went up almost 20%, After a quick "well you have the best rate" I asked to speak to Eileen or Margaret since I have always had positive interactions with them, which then I was informed they had both left the agency! Imagine my shock when I heard that Concord had completely new employees and no one I just worked with last year are working there. This place is not only pushing out their customers but apparently all their decent employees! I will be shopping my insurance elsewhere! read more

I cannot speak more highly of Dennis Lex and the service of his agency. I first found him years back when I was working as a real estate agent and notice a condo building that had a very reasonable rate on their master insurance. I called him up and he redid the insurance on my own building (and then my sister's condo building) saving us about $1000 a year (on a $2k policy). Since then he has helped me with insurance for a number of situations (renovation, new construction) and has been incredibly thorough and helpful. After each detailed conversation he emails a written summary of what we reviewed and the next steps. I have never met Dennis is person, but consider him as a trusted advisor and would recommend without reservation. read more

Have had this agency as long as I can remember. They are consistently helpful and provide outstanding customer service. Highly recommend to all. read more

Fabulous company - wonderful staff in Concord office. Personable, professional and knowledgeable. Highly recommend! (Thanks Margie!)

I highly recommend using Kaplansky as an insurance agent. Excellent customer service. Eileen Lex has been very helpful with many different requests and is quick to get back to me and answer all of my questions. When I was in an accident they were very helpful, too. read more

Linda Merriam at Kaplansky is wonderful! I feel like I am contacting a friend when I call about service. She is knowledgeable and kind. She remembers me, even when a year passes between our contact. I highly recommend! read more

Debbie Lee is excellent. She has partnered with us to find the best coverage, has offered helpful advice and is prompt and thorough. I highly recommend her for your commercial business insurance needs. read more

My real estate agent recommended this company, which she uses their service personally. At the beginning I am not very enthusiastic about insured my newly purchased home with a agent, thinking of no value add. However the process proves I am wrong. Dennis quickly put together two options for us for our home, explained why he thinks those are better value, he took tremendous efforts explaining each line item on the insurance contents, and discussing with me on every discount we can have. When we asked him to quote the car insurance, he presented four combination, each with pro and cons, and top level summary. He also does not mind telling us what he thinks the better option (not worry about being hold accountable for his recommendation). He also put his explaination in written details.........helped us understand what the dwelling replacement cost vs. what mortgage company is looking for. He is very knowledgeable and saved us much efforts shopping around (I did shop around but he is the best). He told me he does not expect surprise when the final quotes come in and we trust him. If you want to find a agent who is efficient, professional, knowledgeable, give this company a try. read more