Aubrey Harrington

Review of AIC Insurance Agency

This company has the worst customer service I have...

This company has the worst customer service I have ever experienced. After their insured hit and totaled my car, it took Agency Insurance four business days to get in touch with me regarding my claim after I had called them at least ten times. Each time I was told they were "waiting to assign my case to an agent." Meanwhile, I was left with my totaled car and no one to help resolve the claim from an accident that was not my fault. I finally spoke with an agent who said he had been distracted by other things which is why he hadn't returned my calls, but that the company was accepting full liability, and that someone had already appraised the damage to my car without ever contacting me or letting me know they were doing so (my question is how did they know the car would be at my house when they dropped by without checking with me first). The agent gave me an estimate and told me the car was not totaled and I could drop it in the shop. After spelling out my last name and correcting the agent twice for referring to me by the incorrect last name, he made a reservation for a rental car which could not be found because it was filed under a completely different last name. When the rental agency finally spoke with him they were able to locate my reservation, at which time the Agency Insurance agent called me to let me know that he had read the claim wrong and my car had been totaled the entire time. By this time I had already dropped my car at a repair shop, and the owner of the repair shop contacted me to let me know that from just their initial inspection of the car (without pulling anything apart), the estimate was off by $4000. My claim was then transferred to a different agent named Christine to handle the total loss, and she has been nothing but rude. When I asked about the remaining $200 of my auto loan that would not be covered by the total loss, she told me that "if I was upside down on my car loan, it isn't her problem." A week has gone by now during which time she was supposed to have mailed me documents to sign regarding the total loss, and nothing has arrived in the mail. I live one state away, and have successfully mailed cards to family members across the United States in less time than it has taken to receive these documents. When I called to ask when they were sent, her curt reply was "you'll get them. Just give it time." Well, time is something I don't have considering my rental contract is up today and I am still car less as it has been two weeks since the accident and still nothing is even close to being resolved. This company is rude, inefficient, and completely indifferent to the sufferings of others caused by their insured, and they have offered no help in resolving this claim.