I definitely DO NOT recommend Maiden Insurance.
Three days ago, I hit a deer, which severely messed up the front of my car (at least $5K in damages). Imagine my shock when I called Maiden Insurance to file a claim and was told my policy non-renewed just two weeks ago. They said at issue was the fact that I had not provided proof that I had a West Virginia license.
When I bought my car, Kathy told my husband on the phone (during the holidays, while discussing a number of other matters, and most importantly, not in writing) that she needed documentation of my license as I had bought the car before obtaining my West Virginia license. My husband forgot to follow through, and she never explained that failure to turn in this documentation could cause us to lose our insurance. Apparently, the insurance company mailed us two letters - one at the beginning of February and another at the end of March - that this documentation was needed; however, we never received those letters.
At no point during this time did Kathy or her staff call or e-mail us. My husband and I would have immediately jumped into action had we known we were in danger of losing our insurance. Kathy told us after the fact that Erie had sent her numerous e-mails asking for this information, yet she never forwarded any of those e-mails. Kathy also told us that Erie had sent us a letter saying they would not renew (we paid our premiums up front), and e-mailed us a PDF copy of the letter as proof the company had checked all the boxes before dropping us. You mean to tell me you had a PDF copy of this letter the entire time and never thought to forward it via e-mail?! You saw us on the verge of losing our insurance (and you were on the verge of losing a customer) and never thought to drop a quick line to see what was going on?!
I am still dumbfounded by the utter lack of customer service on Maiden's part. My husband and I take full responsibility for not sending my license information in December, but I cannot wrap my mind around the fact that Maiden did NOTHING to follow up for five months. As her defense, Kathy said that she and her staff do not have the bandwidth to check in with folks about their insurance policies. In my mind, this shows that Kathy did not care enough about my business (three auto policies and a home policy) to take less than five minutes to write an e-mail or make a call to see what was going on. If you're reading this because you are considering Maiden Insurance, please know that she probably does not care about your business, either. read more
