Unitrin Auto Insurance and all its subsidiaries in my opinion have the WORST customer service of ANY insurance company. There have been NUMEROUS reports already regarding this and I am not surprised. However, I have not read to why this might be the case.
In recent years, it has been the business model of the customer service department to complete each phone call on AVG within 2 minutes and 30-45 seconds. Part of the customer service rep and the department goals and bonuses are based on this criteria.
Policyholders also face difficulty when trying to cancel a policy. Anytime a policy is canceled within a 6 month term, the policyholder is charged a fee. Usually it is 10% of the unearned premium for the term. For example, cancel a policy 1 day into a 6 month term and the policyholder will be penalized the unearned (unused) premium minus 1 day for 6 months! If this isn't paid, the policyholder will be sent to COLLECTIONS. That is usually the case because if you call to complain, you will be sent to the billing department for "research." Keep in mind it is the service reps job to get you OFF the phone as quickly as possible.
As a consumer, definitely would NOT RECOMMEND this company nor any of its subsidiaries. If you are a current policyholder make sure you give plenty of cancellation notice in WRITING before your 6 month policy term is due!
0 comments