Geico insurance is the worst insurance company I have ever had to deal with. I had my car garaged for a couple of months and when I went back to reinstate my insurance policy, not only were they rude and unhelpful but they completely screwed me over.
On November 10, I called Geico to get a rate quote so I could reinstate my auto policy. I paid them the whatever they said I owed them so I could get a quote. They gave me a quote but when I went to purchase it, they came up with all this nonsense about how since my bofriend lives in the house with me, that he must be added onto my auto policy. I told them that he had his own insurance and that I would fax everything over to them if they needed it. Then I was told that if I wanted to start my auto policy that night, he would have to be added on and I had to pay a $2000.00 first payment instead of the $311 payment I originally had to make. As you can imagine I said forget it because that was ridiculous and that I'd call back after I faxed over his information.
November 22, I ended up calling Geico back and spoke with a gentleman, I explained to him that since the last time I had called, my boyfriend and I broke up and I moved out of the house and was living on my own. I gave him my new address, and he came back with a quote that was actually two times the price of my first quote. I asked him why and he said that it was because of the area I moved to, it had a higher accident rating because I was close to interstate 78. It didn't make any sense to me that my insurance rate could double in price just because I moved between 5 and 10 miles further. I told him that I would call back later because I had to decide if this is what I wanted to do. I ended up calling back about twenty minutes later and spoke to a girl named Erin. She bagan discussing the quote with me and why the price went up and basically told me that it's better to have the insurance then not, I agreed and told her that I'd like to make the payment and reinstate my policy. I agreed to do an electronic check payment and once she took the payment she told me that as of this moment I now had complete coverage on my Explorer. I asked her about my insurance rate if I move again, just in case my boyfriend and I get back together. She told me that all I would have to do is call in and Geico would adjust my policy accordingly. I thanked her and then she told me that I could have my temporary insurance card faxed to me and that a packet of information about my policy and explaining my coverage would be sent to me. I said thanks again and then she asked if there was anything else she could help me with, I said no and she thanked me for insuring with Geico and we hung up.
December 1, I still hadn't received my temporary insurance card or the packet of policy information so I called Geico from my cell phone out of my voicemail. I spoke with a girl name Erin again and explained the situation. She went through my account and told me that there was only a note of me calling once on November 22 and that there wasn't any notes about a payment being taken. She apologized and said she would take the payment with me over the phone again and that she would have my policy reinstated right away. So like last time, she verified my bank's name and that I was authorizing Geico to deduct $471 and change from my checking account. I agreed and then she told me the payment was accepted. I gave her my fax number for the second time and asked to have the temporary insurance card faxed over. Again I was told that my insurance was reinstated right away and again I had full coverage on my Explorer. I thanked her and she asked if there was anything else she could do, I said no and she said thanks for insuring with Geico have a nice day. We hung up.
December 3, I still hadn't received the temp.insurance card but figured that maybe they forgot to fax it over, but it didn't matter because my car was insured so I could drive. Well later that night around 4:45 pm, I got into a car accident. I called Geico the next morning, December 4, to report the loss and file a claim. As we were going through the claim the agent explained that my policy was coming up cancelled. She transferred me over to customer service and I talked to a girl name Jennifer who completely argued with me the whole time and basically called me a liar. She said that there was no way I could have talked to Erin on December 1 because that is who I spoke with on November 22 and it was impossible to get the same agent twice. She asked me if the payments had gone through to my bank and when I told her that they didn't she said then there is nothing I can do. I asked her more than once, if Geico didn't send the payment through, why wouldn't they have someone call me to let me know that they didn't send the payments through and that I didn't have insurance. She said that it was my responsibility to make sure I had insurance. I told her that I shouldn't have to call and check up to make sure you put my payments through, and that when agreed to take the electronic payments it constitutes and agreement of which they breeched. I told her I wanted to speak with her supervisor, so she transferred me to Jaime Nikesea, as she was transferring me she told me that he had been assisting her with the call the whole time and that he knows what I am doing. I asked her what that meant and then she transferred me to Jaime without an answer. I ended up going through an hour and a half of circles with him because he just kept saying the same thing as Jennifer. For everything I said he had an arrogant remark. Then he asked if I had gotten confirmation numbers on the two check payments and when I said no neither person had given or offered confirmation numbers to me, he kind of laughed and said why wouldn't you ask for them. My reply was that I didn't think it was my responsibility to have to ask, it should have automatically been given to me. Then he went on to tell me that he wasn't going to do anything to help me unless I could give him proof that I had called on November 22 and December 1. I explained to him that he has the proof that I called on November 22 and as for the December 1 call, it was through my voicemail on my cell and that's how it is going to show up on the statement. I asked to speak with his manager and he said well his name is Jose Navarro and he won't be in until later this evening. When I asked for Erin's supervisor's name he refused to give it to me saying, we are a team here and we all use the same supervisors. He asked again if I wanted to reinstate my policy for a third time and I told him I'm not doing anything until I speak with Mr. Navarro, and then he stated that Jose has been made aware of this call and situation and feels the same way I do, so he won't be able to help you either. With that I hung up and called back about tem minutes later. I spoke with a gentleman who told me that Jose was not scheduled to come in that night and that he'd see what he could do for me. He cam back about a minute later and told me that he couldn't get into my account because Jaime was still logged into my account. He explained that once Jaime was out of my account, he would go in and make a note that Jose Navarro will call me tomorrow. Well December5 came and went and Jose never called. I called and left him a message asking hiim to return my call but I never received a call back from him. I have however received calls from the claims department and when I spoke with Shannon Conley today, December 7, she took a recorded statement from me and is sending it to the underwriting department.
Mary
Lebanon, New Jersey
U.S.A.
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