Not worth the trouble - An awful customer service experience
Written: Jun 25 '04 (Updated Mar 08 '05)
|
Product Rating:
|
|
| Customer Service: |
 |
|
| Web Site Experience: |
 |
|
| Web Site Load Time: |
|
|
| Response to Claims: |
|
|
| Price Confidence: |
|
|
|
Pros: Low premiums
Cons: Just not worth the trouble
The Bottom Line: Weigh the options and don't go for Travelers unless the lower premium is worth the hassle of dealing with the customer service.
|
|
|
| daydrmgirl's Full Review: Travelers - Auto |
Why I buy my auto insurance from Travelers...
I am under 25. I'm single. I bought my car last year. I only got my license 1.5 years ago. So even though I'm a girl who drives a Corolla and has good grades, my premiums are still rocket high.
I had Kemper/Unitrin auto insurance last year and this year I'm hoping to get a much cheaper rate. The discounted rate they offered me wasn't that great, so I started shopping for a new insurance policy. Alas, I landed at Travelers.com and got a really decent quote. I called their representative, finalized the details, and when I asked them to send the documents to my summer address, he said, sure, no problem.
That's exactly where the problem started.
Well, not quite yet...
A week after I called the representative, some documents came (policy details, insurance card, etc., nothing for me to sign) in the mail. The package was actually forwarded from my school address. Hmmph, I though. Weird. Oh well, at least I received it. Hmm, don't I have to sign something? Hmm...
A month later...
Another package from Travelers came in the mail. This time, my address was handwritten and placed over my old one. I opened it and...
"URGENT!"
"SECOND REQUEST" What second request? I didn't receive a first request to begin with.
"We did not receive the necessary documentation..." What documentation?!?
"... Because of this.... resulted in a premium increase of: $278." What?!
I flipped through the pages. Oh so here comes some pages for me to sign and stuff to send back. But what second notice? I specifically asked them to send any documents to my summer address but I didn't receive anything else from Travelers in this month. They obvious know my summer address since they successfully sent this URGENT SECOND REQUEST to my current address. Oh and what is this good student certificate or grade report that I have to submit so I don't get charged an extra 278 bucks? The representative I talked to when I bought the insurance in May did NOT tell me anything about it? Now that I'm not at school and you tell to get an authorizing signature from a school official?! Geez!
The Hotline
Just as I was frowning, I saw in big bold letters at the bottom of each page:
"Questions? Call our Direct Hotline at 1-800-842-5075."
Oh, so I guess I'll just call them to sort this mess out. Although it's Friday night at 11:30pm, I figured since they didn't say "call during regular business hour" and that it's a "HOTline", that means it's a 24/7 service.
I was so so wrong.
I waited on the phone for "a representative" that will help me. A lady named Amy picked up. I briefly told her why I'm confused (I never got a first request!) and before I can even phrase my question, she cut me off by saying she cannot answer my question and I'll have to call back during business hour. I was dumbfounded. I asked timidly, "can I ask you a question then?" Amy told me that this was only an "after-hour answering service," and I'll have to call back or leave my info and they will call me back the next business day. I said I just have a simple question. She said she can't help me. Oh great, fine. I asked what business hours are... Monday to Friday, 8am-5pm. (I, unfortunately, like most people, have to work Monday to Friday, 8am to 5pm.) I was tired of her tone so I resigned and ask if I can call Saturday morning. Amy, obviously tired of me too, said I can try. Fine. I hanged up and found the stuff they sent me before to see if I missed anything.
After ten minutes of futile searching, I called the 1-800 number again. Another lady picked up. She was very sympathetic of my situation but she couldn't help either. At least this time she actually *offered* to take down my information (unlike Amy who just sounded like I was getting on her nerves) and made a note to tell the agent to call me after business hours.
I don't get it! I just don't get it!! They have a fleet of people answering phones for their "after-hour answering service," but not one person who can answer a few of my question. What's the logic?
Conclusion
I don't think I'm an unreasonable person. Nowadays, everybody wants things fast, quick, 24/7. So I thought, well, since they didn't say that the "Hotline" is not available beyond regular business hours, I can expect someone there to answer my questions, as they advertised ("Questions? Call our Direct Hotline at..."). Also since I asked that my documents be sent to my summer address and they obviously did not for the first request. Then, the agent I talked to a month ago while I was still on campus said NOTHING about sending a proof to them.
Yes, I am mad at Travelers right now. I don't know what kind of customer service this is, and I seriously regret buying my insurance with them. Sure, they are cheaper, but if they can't even handle some documents and their customer service during NON-emergencies is so lousy... how can I trust them during an emergency?
The follow-up
I will be sending this review and its link through the Travelers.com's "Questions or Complaints" form. I'll wait to see what their replies are (or if they reply AT ALL) and I'll update this review once I hear from them.
UPDATE: 6/28/2004
I was home tonight. No calls. No e-mails. Nothing. Somedays (like today) at work, I don't even have enough time to go to the bathroom... and they expect me to call them?
UPDATE: 7/3/2004
A representative, Ms. Hall, sent me a reply e-mail on 7/1/04.
===============================================
July 1, 2004
Re: Auto Policy xxxxxx
Dear Ms. xxx:
This is in response to your recent communication regarding the abovereferenced automobile policy. Thank you for this opportunity to address your concerns.
First, let me apologize for any inconvenience you experienced while attempting to reach an insurance counselor. Our hours of operation are 8:00 am to 11:00 pm EST, Monday through Friday; and 8:45 am to 5:00 pm EST, Saturday. During these hours, your phone call will be answered by a member of our customer service staff who will be able to access your policy and answer any questions you may have.
In response to the issue regarding your Good Student Discount, I regret that our sales consultant neglected to advise you that we require documentation in support of this credit. At your earliest convenience, please forward to us a copy of your current grade report showing that
you have maintained a "B" or better average, or that you are in the top 20% of your class. We will then restore this discount to your policy. This document may be faxed to us at 518 761-3412, or mailed to us at Travelers, PO Box 6005, Glens Falls, NY 12801.
Ms. xxx, our records do indicate that we mailed a Quote Acceptance Package to you on May 20, 2004. I am sorry that you did not receive this information, but, as we did not receive this as returned mail, I am unable to determine
what became of it. The package that you recently received appears to be the "second request" that was mailed to you on June 23, 2004. In addition, please note that we show xxx ooo st, notown xx 12345 as your current address on our policy records. All future communications will be mailed to this address, unless you notify us otherwise.
Again, please accept my apologies for your recent unsatisfying experience. We at Travelers are very concerned with providing our customers with excellent service. We appreciate and value your comments and suggestions. If I can be of further assistance to you, please feel free to contact me at (800) 842-5075, extension 4807.
Sincerely,
xxx Hall
Technical Specialist, Travelers
========================================================
Yes, she sounded pretty nice and sincere, but she didn't really solve any of my problem and she was basically saying, sorry for your inconvenience, but it ain't our fault that you didn't receive the package b/c see, we have your address right here (so I guess telling the agent to send the package to my summer address does not count as "notified otherwise".) Oh, and of course it wasn't returen, it's probably hidden somewhere in my school's post office!!
OK. I'll stop being sarcastic.
But seriously, Travelers spent plenty of $$ on an "after hour answering service," and the people answering the phone couldn't even get their operating hours right (I talked to two of them and both of them told me 8am to 5pm is their normal business hour, and that's when I should call back.)
I'll be e-mailing back about how to solve my good student report situation. My earliest convenience would be september. My last auto insurance company accepted a pdf file of my unofficialy transcript which I e-mailed to them, so I'll see if Travelers is ok with that.
UPDATE: 7/13/2004
No calls from them so I just decided to print out a copy of my transcript from our online portfolio and send that to them. I'll see what they'll say about that.
UPDATE: 1/15/2005
In the end, I decided not to deal with the customer service anymore and just sent in whatever information I have on hand (transcript printout). I received a confirmation after another month or so saying that the proper deductions have been made. So yep, I'm still with travelers, but I'm pretty fed up with its customer service. Whether I'll be with them again next year? Probably not.
UPDATE: 3/8/2005
More trouble. They sent me a letter asking me to submit a transcript AGAIN or they are taking the discount off AGAIN. Customer service rep is at least very nice this time, but nothing he can do. Can't they at least supply a stamped envelope? I'm definitely NOT going with Travelers next year. No way! It's not worth all this trouble.
Recommended:
No
|
|
|
|
Epinions.com ID:
daydrmgirl
|
|
Location: New York, NY
Reviews written: 36
Trusted by: 2 members
|
|
|
- Add to My Yahoo!: 
- Add to Google Homepage: 
© 1999-2009 Shopping.com, Inc.