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.
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.
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!
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.
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!!!
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.
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...
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!
DALLAS, TEXAS -- My car was parked in the driveway of my sister-in-law's home when the driver of a white Ford Focus lost control of his vehicle, jumped the curb and hit my car. He never stopped. I got his license plate number which I gave to the police. I was able to describe to the police the car and the driver. My sister-in-law also witnessed this accident.
My insurance company, Progressive, tracked down the license plate to a woman in Andrews, Texas as the owner, who told the police she didn't know who was driving the car. However, she was recorded by Progressive stating that her son had the car that day. The son works for a law firm as an intern and he immediately lawyered up. Also, his employer states that he was at work, which we have not been able to disprove.
Someone was driving that car and regardless of who was behind the wheel, the owner should be held liable for damage done to my car. However, Geico after taking pictures of the "hit and run" vehicle tells me that I have to PROVE to them who was driving the car. This is wrong. The driver was a young Hispanic male. It wasn't her son as I saw his picture in a mugshot lineup and told the officer that the driver was not in the lineup. However, the son and most likely the mother knows who was driving that car on that day.
The damage to my car was to the passenger side rear bumper. Upon checking the cost to repair my car, I was told that the bumper alone costs $3000 to replace and that does not include labor. I have been extremely stressed over having to do all the police work including the insurance people's job. I don't have the money to pay for repairs to my car and my insurance does not cover this.
I am a fairly recent GEICO customer, and besides really lousy customer service (they overcharged me having to do with fees for paying the 1st month by credit card--so I could get my insurance card right away--afterwards, it was REALLY difficult to get payment method changed to automatic debit, and on top of it, they kept charging me the extra fee to "process" my credit card payments. I made like 5 or 6 calls to bring this to their attention & get it fixed, all within the 1st several months of buying my policy. I learned then that they contract out their customer service to independent brokers, a lot of whom don't know what they're doing or what GEICO procedures are.
Just recently I registered online so I don't have to wait for policy docs to be sent via mail, and to my great surprise, learned that I'm NOT receiving any of the discounts GEICO advertises; e. g. car equipped with alarm, use of seat belts, having no accident history for 5 years. I emailed them on their site & brought their attention to the fact that I wasn't getting the advertised discounts; the reply was a VERY snotty one to the effect that the discounts are offered by some other subsidiary of GEICO.
I think it's bogus ** and quite possibly illegal to advertise discounts to get your business, NOT disclose that you're not getting them after the initial interview asks questions that intimates you are (why, otherwise, ask me if the car has an alarm, etc., & then not grant me the discount?) How am I supposed to know that a different subsidiary offers the advertised discounts? Why is that not false advertising, or bait-&-switch?
All in all, I'm overpaying to be underinsured. I didn't even know it was possible in my state to carry so little insurance & still be legal--but I'm paying through the nose for it. Most people agree that $100K in auto is the minimum one should carry. To all of you dissatisfied with GEICO (and you are legion, if this site is any indication), the place to complain about GEICO's nastier practices is your state insurance commissioner's office. You can bet I am!
I have just penned the following email to GEICO. Since 12/31/08 I have been making a simple request: send me documents showing when my father was included on my policy, and how much his coverage was. They have again and again sent me (and my dad's new carrier) forms that make no mention of my dad, what dates he was on my policy, or what the coverages were. A gigabyte of email and several hours on the phone have delivered the wrong documents again and again. Here is the email I'm sending them today:
GEICO: I have been in touch with you since December 1, 2007, regarding getting documents I need. This has not been done correctly. I have communicated with you via email on the following dates: Dec 31, Jan 2 (four times), Jan 4 (twice), Feb 25, Mar 18. I have also made numerous phone calls, the latest a few days ago. Nothing has been done correctly.
This is the request I have made many times: "Hi Geico. I recently requested a document showing when my father, Hans **, was insured on my policy, and what the coverages were. I need to send this to his new insurance carrier, so he can have evidence that he has been continually insured, without a break. The document sent to me only showed the current policy, which does not list my dad, who has recently been removed. I need a document showing what dates my father, Hans **, was insured on my policy, and what the coverages were. Thank you."
A document saying WHEN my dad was on my policy, and what the coverages were, has to go to [Dad's new insurance company, including rep's name and fax #]. Is there any way this can be done correctly, or should I just give up and switch from GEICO to another insurance company? That's it. Brilliant. I'm switching.