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Geico Drags Its Feet On Claim -- Tows My Car, Loses My Car, Appraisers On Vacation
By -

CENTRAL NJ, NEW JERSEY -- My car was totaled by a falling tree on our street 3:30 am on 5/12. Car completely crushed from front to back, driver to passenger sides. Police report indicates "vehicle completely crushed." I called Geico first thing that morning to file a claim. It has now been over a week (5/19 afternoon) and Geico has done nothing, except lose records of where my car is and assign to appraisal to two appraisers who are on vacation.

Every time I call to check on progress I'm given a different story and assurances that this was just a fluke and my claim will be resolved promptly. After spending most of the day today on the phone with various people I just called to tell them I would be posting their handling of my claim on the web. Let's see if that helps.

A few details: 5/12/08 Geico agent told me it might take as long as 3-5 business days for an adjuster to appraise my car, and said they wouldn't schedule for the adjuster to look at car until I had the tree removed. After I had tree removed, I called back and explained that this was my only car so I needed to expedite process so I could begin looking for replacement vehicle. I was told that the process would go much faster if I had car towed to auction service in area (IAA) where inspectors were there at least every other day to inspect cars. Scheduled for car to be towed to the recommended IAA location.

5/13 Car towed to IAA. Called to confirm. Called Geico to confirm that they knew car had been towed and was waiting at IAA for inspection. Told adjuster would be scheduled to look at car soon. Called again and told 'it looks like car is total loss' and appraiser would call me with information on how much for car.

5/14 Called again, car hadn't been assigned to appraiser yet. Called again, still waiting for appraiser to be assigned. 5/15 Called again, got name of appraiser assigned to car, confirmed location of car, was told she was waiting to schedule when to see car. Told appraiser three keys for car and info about condition of car and extras (new tires, etc) placed in car for her review. 5/16 Called again. Appraiser can't see car until Sat at latest.

5/17 Call appraiser. She tells me she has 'bad news' car is not where her report told her it would be. She'll have her supervisor figure out where car is and reschedule appraisal ASAP. Call Geico, discover their records indicate car is still in my driveway waiting for appraisal to be scheduled! After many holds records are sorted out and apologies about errors and delays. "We now have everything straightened out."

5/19 Call appraiser, get voicemail saying she is on vacation this week! Call Geico. Apologies. They call back and confirm appraiser is really on vacation. Job assigned to new dispatcher. Call Geico and learn new appraiser assigned by dispatcher is on vacation today! Call supervisor. Tells me new appraiser is on vacation, nothing can be done today, but he'll look at your car later this week. Call again to complain. Told new appraiser will try to look at car tomorrow or maybe Wed. Call again, told Appraiser will be asked to make this a priority.

5/20 Call new appraiser. He's back from vacation. Hasn't heard anything from dispatcher about appraising my car today, but promised to look at car first thing tomorrow (5/21) and get back to me. Car was in excellent condition. I need to know how much I will get for car before I can even begin to decide what to do next. We have only one car. I didn't opt for rental car insurance.

Now friends who have made claims with Geico tell me they always give you a low estimate and you have to 'go through the process to get fair value.' If it has taken this long and they haven't even given me an estimate I don't know what I'm going to do if I then have to go back and negotiate for fair value of car. I really hope that posting this information can help encourage Geico to give fair service and stop delaying.

5/21 Called appraiser. He was looking at my car when I called. While appraisal was not as much as I had hoped (not enough to buy equivalent make and mileage car in my immediate area before taxes) it was within the range of what the published NADA value. Appraiser noted that front and back bumpers seemed to be cracked. I explained that car had no significant bumper damage--certainly no cracks.

Damage to bumper must be from the forklift they used to open trunk at salvage area. He reduced deduction for prior damage. Was able to view appraisal online by end of day. Title mailed to Geico by overnight mail. I included pre-addressed return envelope to expedite receipt of check. 5/28 received check for totaled car. It was about $1000 less than what I could purchase closest make and model to car I lost in my area, but that's about as good as it gets.

Resolution Update 05/30/2008:

totaled car was appraised and check sent. I do feel that posting this review helped to expedite the claim process and encourage others to be persistent in making sure their claims are processed efficiently.

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Cancellation Because of Lack of Information?
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FLORIDA -- I took out an insurance policy with GEICO, they offered the best price for the coverage I wanted. Five (5) days later, I received a letter for their 'area representative', asking for a copy of the title on the truck I had purchased the day I took the policy out. WITHIN 10 DAYS OF THE DATE OF THE LETTER, dated the day I took out the policy. I had not received registration/title and I contacted the dealer I purchased the truck from. He laughed and told me I would be lucky if I received the title in 30 days, much less 10 days ("unheard of").

I sent copy of application for title which is almost the same. GEICO informed me they were canceling policy due to lack of documentation. I called GEICO headquarters and told them what was going on. They connected me with the 'department head', he was a head alright. He informed me I had not sent the required document, to which I told him I could not do within the time restraints he gave (guy sounded like he was from India). All he would say is "you did not send the documentation requested." When I tried to explain he said "you did not send the requested document." I hung up, now I am paying twice the price for same coverage, but I have insurance. NEVER AGAIN GECKO! BTW this happened in Florida.

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Lies, Lies, Bad Customer Service and No Care For Livelihoods
By -

As if getting in a horrible accident isn't bad enough, Geico and its customer service representatives seem to go out of their way to make sure your experience is a bad one. On December 20th of 2006 I slipped on a patch of black ice and rolled my truck in a farm field. I crawled out of my wreck in the pitch black and freezing cold and search for my cell phone which has landed somewhere in the field. As soon as I found it I immediately called Geico and started my claim. During this first phone call I was disconnected and had to call back and start everything over. I'm fairly forgiving and can understand when things like this happen, I only bring it up to demonstrate that they have been a nightmare since day one.

A week later I am sitting at home out of work since my remodeling business depends on a vehicle to transport my tools, and Geico has not even sent and adjuster out to look yet. I called to ask why and they told me I needed to contact the adjuster directly and that they have no control over when the adjuster is sent out. Huh? When the adjuster finally called me back more than two days after my first call to him he lets me know he will be looking at it that afternoon and calling me in the morning.

The next afternoon and no call, I checked geico.com for the status of my claim and the adjuster had been switched!?! When I called the service center they told me I needed to call the new adjuster to see why- not them, since they have no control. Why can't an insurance company keep track of things like this? The new adjuster told me the other guy had gone on vacation for the New Years' holiday and that he would be going to see my truck soon. So I wait, still out of work, through New Years for a figure and confirmation of a total loss.

A week later the adjuster confirms everything and lowballs me for my truck and flat refuses to count my loss in tools, but what am I going to do? Say it's unacceptable and take even longer for my wife and kids to be able to buy groceries and pay our utilities? Not to mention we've already had the worst Christmas ever. So the next week I call Geico several days in a row and finally confirm that they have the figures from the adjuster and ask about getting a check overnighted to me. They let me know that there was still a form I needed to sign releasing the truck to them. I asked them to overnight that and let them know I would overnight it back because I needed the money ASAP.

I get the forms the next day and overnight it back that same day certified. When I hadn't heard from them the following Monday, I called and they said they hadn't gotten it, even though I had confirmation and a signature assuring me they did, and that it might be somewhere in the mail room and call back Tuesday. I call and still they deny having it at all. Later that day and many offices, supervisors and departments later, they finally found it, though only after I gave them the confirmation number and name of the person whom signed for the papers for the nth time, and promise me they will overnight me a check.

Next day no check. I call, they claim they missed the Fed-ex deadline and it will be sent that day. Next day no check. I call, they say, it was accidentally put in the regular mail and that they were pulling it out then and overnighting it. Next day (today 1/12/07) no check, and I am at my wits end. I call, THE CHECK HAD NOT EVEN BEEN ISSUED YET! Again they promised me today it would be overnighted and get to me tomorrow. When I ask for a tracking number, no one can provide me with one, and I'm given even more of a runaround.

I have spoken to at least six supervisors in three states and four cities and no one can explain why I had been told what I was told and no one seems to communicate with anyone in any other state, city, office, or even department, and they make things up as they go along. I have been put on hold more than 30 times, have been hung up on more than 10 times, lied to, jerked around by everyone I have spoken to, they have my truck, and I still have nothing.

Through this all, this is the same company that advertises nationally that they have top quality customer service, and they get you money fast. Well, my bank account and clients disagree. And the worst part of this whole thing is how my children are suffering as a result of their negligence, lack of intelligence, and lack of communication. Do they offer apologies? Do they offer anything but more frustration? I haven't seen anything to make me hopeful. Avoid Geico insurance company! RUN don't walk away from them!

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The Other Jerk Parked His Car In My Drive Way, He Said It Was His Fault, But Geico Said It Was I That Was At Fault
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GILROY, CALIFORNIA -- Geico made the call - that was my fault, that I did not see the jerk parked in my drive way. Heck I have been backing up from my garage for 36 years and this the first time some jerk needed to block my driveway to save a few steps from walking. He said it was his fault, I recorded him on smart phone, yet Geico left me on front of the bus. I told the ** and hang up and cancel the jerks the next day.

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GEICO Served My Family Very Well
By -

I have used GEICO auto insurance for many years. Fortunately, I had never needed to file a claim until recently when my 30 year old son was involved in a moderately bad collision with a tree after sliding backwards on a newly stone chipped road. His 2006 Toyota Tacoma sustained damages in excess of $7000. By the grace of God neither he, nor his two passengers were seriously injured.

We contacted GEICO claims at approximately midnight on a Saturday night. The initial claims adjuster listened to all the details, was helpful in explaining the process and reassuring that we would be taken care of. It sounded real good but quite honestly, I was dubious. After all, this was a claim and previous dealings with other insurance companies had been painful at times.

The first thing Monday morning we were contacted by the assigned field adjuster. He arranged to have the truck picked up from an impound lot immediately and towed to the auto body shop of my choice. He authorized a rental vehicle immediately and my son was back on the road on Monday afternoon. He re-explained the process, estimated the damages the following day and authorized repairs. When hidden damages were discovered he re-authorized further repairs. When the repairs and body shop took longer than initially estimated, the adjuster continuously re-authorized extended use of the rental vehicle.

The entire claims process worked as well or better than I had been assured that it would. Frankly, this was a really pleasant surprise as there were no negative outcomes. Following the repairs, I was contacted by an independent company hired by GEICO to evaluate our claims experience. Obviously, I evaluated our GEICO claims experience as a 10 on a scale of 1 to 10 as it really was outstanding.

I do not frequently post on this site and the one time I did a review, it was extremely negative. I feel out of fairness, I should do the same when I receive service and treatment way beyond my expectations. For any and all of the skeptics reading this post, I assure you I am not affiliated with GEICO other than being a customer. This is absolutely the best insurance claim experience I have ever had.

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Geico - Surcharging For 5 Year - Dishonest - Goes Back On Their Word
By -

BETHESDA, MARYLAND -- I am DONE with Geico. They are a multi-billion dollar company that promises automobile drivers the best cost on insurance... i.e. 15 minutes can save you 15%. However, they told me that my upcoming re-in-statement period I should see a noticeable reduction in my premium due to being an accident and violation free customer for the last 3 years. My premium actually ended up being the same. I have been with them for 6 years. The last accident I had was on Sept 2005, and yet they say they are not penalizing me for the accident and do not surcharge for activity beyond 3 years. What a CROCK!!!!

When I went on an online site that farms out the best quote I didn't put any activity in since I don't have any violations or accidents over the last 3 years. They had the nerve to send me a quote for $340 less than my premium that is coming up.

Simple solution: Realize they are crooks and shop your insurance. I went to insurance.com and immediately got an email from a representative with another company saving me $200 instantly over a 6 month premium. Geico wanted to state I did receive a reduction but there was a rate increase in my area.

What a bunch of bull!!! Yet they are now trying to encourage me to stay with them and that I will see a drastic reduction on my next term when the accident in 2005 falls off... YET they don't surcharge for accidents and violations beyond 3 years. RIGHT????

Don't believe what they tell you. Also google them and find out how many lawsuits they have against them. I tried to also call and speak with a manager about my experience and disgust with them just so they know they are losing a loyal customer due to their dishonesty and yet I can't even get a manager on the phone!!! Good riddance GEICO!!!

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Run Like Hell
By -

This company is the biggest rip off. I've had insurance with them for about 8 years and never have filed a claim. I had an accident and the other driver did not have insurance so I filed with Geico. No one would believe some of the things they did, but as I'm one to keep very good documentation I have proof of all of it. My car was (it was totaled) a 2004 Grand Am in perfect condition. I purchased it from where I work, a very reputable large dealership. It had only 58,000 miles on it at the time of the accident. Right before my accident I just had new tires put on, new brakes and had it serviced.

The estimator didn't go look at my car for 10 days. Geico had moved it several times. OK, now you better be sitting down. They told me my car value would be based on two things. Number one, the condition of my car...fair enough and the area where I live...fair. They sent me a list of what was wrong with my car. Are you ready? Burn holes, seats and floor stained, headliner tore, scratches on the dashboard, fuel leakage, had been repainted, tire tread 60% gone. Now I'm saving the best for last. THEY SAID MY CAR HAD NICKS, SCRATCHES, AND DENTS!!!! Yes, you read right. They were going to count off for a car that was totaled and had scratches and dents.

Oh it gets better... Then they told me they didn't base the value of a car by Kelley Blue Book at all. They used the Greensheet (personal ads paper) and other personal ads. When I disputed that saying replacement value of a car wasn't cars that no one even knew the condition of. They tell me they will send some from dealerships but they couldn't find any vehicles like mine in the Houston area (600 square miles). They sent me vehicle prices from all over Texas and other states. I did a little research and found 14 in the Houston area and sent them to them. Of course they were valued at a higher price. This has gone on for 3 months. They offered me $2,000 below what is supposed to be.

My advice is not to get insurance with Geico and if you have it either cancel it or go by and have it estimated every 3 months. Soon I will have a web-site. I will update this and give it out. It's funny as heck. One last thing, did anyone ever hear of magical tires? Apparently they exist., because mine grew tire tread when I produced a receipt.

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Beware of the GEICO Auto Insurance Trap!
By -

We originally signed up with GEICO for auto insurance six years ago because their policy price was the most reasonable. With each year's renewal, however, the price escalated until we felt it was ridiculous. I called the company that we use for our home owner's insurance and asked for a quote. I was shocked when the agent called me back to tell me that he couldn't give us a quote because our CLUE report score was so bad.

I didn't know what a CLUE report was, but I found out fast. A company called Choice Point keeps a claim history on people that they release to insurance companies. The history may include any call made to an insurance company regarding loss, EVEN IF THE INSURANCE COMPANY DIDN'T HAVE TO PAY A DIME!

I called Geico and asked them to fax me a copy of the claims against us. Geico had reported four accidents against us that weren't our fault and for which they didn't pay any money--my car was hit in the rear twice and was hit while it was parked in a supermarket parking lot (fortunately, there was a witness); my husband's car was hit by someone who didn't have the right-of-way. Geico also reported a one-time emergency road service call against us (we paid for the service in our policy) and a one-time glass breakage against us (a small pit where the windshield was hit by a stone was repaired).

With the exception of the glass breakage and the one-time emergency road service, Geico didn't pay any claims for us, yet GEICO REPORTED WHATEVER IT COULD TO PUT IN OUR CLUE REPORT TO RAISE OUR SCORE SO NO OTHER INSURANCE COMPANY WOULD WANT TO UNDERWRITE A POLICY ON US. When I called Geico to try to discuss the so-called "claims" against us, a snippy woman told me that they did not discuss these "claims," that they were for the use of the insurance company only.

Insurance agents have to pay for CLUE reports, so what most of them do is call to get people's scores. If the score is high, they don't bother getting the report; they don't want to insure you. After I found out what Geico had done, I called our insurance agent back and told him that I'd pay for the CLUE report. I think he was embarrassed, so he got it and called me back later with a quote--almost $500 less than what Geico was charging us.

Someone from Geico called to remind us to send our payment in for renewal. When I said we weren't using Geico anymore, the woman offered to give us a better rate by removing some of our "accidents." If nothing else, the people at Geico have real gall. I wouldn't be surprised if some other insurance companies have the same dirty practices as Geico. We had an expensive, aggravating lesson.

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Lack of Long Time Customer Loyalty
By -

I have been with Geico about 17 yrs. have had 2 speeding tickets back in the early '90s, have never been in an accident that I caused, never any DUIs. Last November my car wasn't running well so I decided to park it and called Geico, the representative told me that I could put my status as "inactive" as I did not want to cancel but intended to re-activate my coverage later. As I told the representative I did not want to lose my longevity with Geico... She assured me that as long as I re-activated my insurance within 6 mos. that I would not be considered cancelled, merely, in-active.

In April, thankfully, my car was OK mechanically enough to drive it again so I called Geico. This time I was told that my car insurance had been cancelled and a new policy (the same type of policy as before) was going to cost me quite a bit more per year. I really had to press the issue that I had not cancelled, to no avail, and it took some questioning about why the increase with my good driving record and my vehicle being parked in a well lit area with surveillance cameras. How could it go up in just a matter of a few months?

Finally the representative said that it was because I lived in a tornado area. I live in the mid-west... She said that since they had had to pay out for so many damages to others it raised the rates for everyone. I needed my insurance so I reluctantly 'opened' a new policy with Geico over the phone, with a one-time auto-pay from my checking acct. My coverage is paid to October 6th, but they sent me a payment due in August... if I initially, paid the total amount due I would still have to pay a $5.00 installment charge. I decided to not pay until the amount is due in Oct., pay the full 6 mos. amount minus the $5.00 installment charge as it will be the full amount due not an installment.

I fully intend to change my car insurance company from Geico... I don't know what happened to the customer friendly, great company Geico used to be and the once great experience I had (for 17 years). That is obviously gone and I need to accept it and hopefully, find a new company to have better car insurance coverage/experience than the shaft that Geico has given a long time customer of good standing...

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My Wife Fought a Post and the Post Won - GEICO Did a Great Job!
By -

BOULDER, COLORADO -- OK, so this is simply a review of what happened to me today. I know that there have been lots of complaints about this company but FOR ME, they were awesome! So... it was my day off today and my wife decided that she would take Josh to school. I am watching TV and she walks in at 8:37 am. She tells me that she was backing out the car and brushed a concrete post. I looked at the car and realized that she had brushed against it for ohhhhhh 6-8 feet. You could see where she stopped 3 times and more paint would come off. It was funny.

So, I call GEICO at 9:00 and make an appointment and they have an opening at 10:00. We drive down to see the adjuster whose office is IN the auto repair shop. He talks to us, go through the formalities and he takes pictures. He tells us it'll be $2,938 but we only have to pay $500.00. He then asks if we needed a rental car and notices that we didn't sign up for rental reimbursement. He tells me to walk down to an office 2 doors on the left and they'll rent us a car there. We head down (15 feet away) to the office and notice an ENTERPRISE sign there. We wait for a couple of minutes and we are told that the cost of the rental car is $22 a day.

We agree to terms and we go outside. It's a 2010 Pontiac G6 (FlexFuel). Nice car. As we are about to leave, Joseph (the GEICO representative), tells us that he will call us later in the day to let us know how everything's going. We were out of there at 10:35 am and sure enough I receive a call at 11:40 am from Joseph telling me that it looks like he missed a couple of clips and he added the labor charge for pulling the clear bra off the mirror (Lord knows how the heck she hit that). So, for me guys - GEICO did an incredible, fast and efficient job. I couldn't be any happier. Granted - $500 less happy, but being my first ever claim for ANYTHING, I can't say a bad thing happened to me!

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Geico Corporation Auto Insurance Rating:
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1.0 out of 5, based on 4 ratings and
60 reviews & complaints.
Contact Information:
Geico Corporation
One Geico Plaza
Washington, DC 20076-0001
301-986-3000 (ph)
301-986-2068 (fax)
www.geico.com
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