Avoid Kemper At All Costs
CHARLOTTE, NORTH CAROLINA -- After my husband had a teeny tiny no big deal uncontested fender bender with a friend he plays sports with, we reported the incident to our insurer Kemper. Big Mistake. I called our agent who referred me to an 800 Kemper claims number. The lady who took the info was nice, professional, competent - great. She said an adjuster would call the next day. The next day the adjuster did call - UNFORTUNATELY. This woman was HORRIBLE - terrible customer service beyond belief. And I PAY THEM for this????
This "person" was so incredibly stupid that she 1. could not answer ANY of my questions, and 2. made a lot of stuff up about what had happened supposedly "quoting" my husband. She was very wrong and we tried so diligently to get through to her. She just sucked 100%. I called our agent back who said I needed to file a formal complaint. I called Kemper in PA back and talked to some great, totally competent, very patient people in Customer Relations. They advised me STRONGLY to allow them to make a formal complaint about this idiot in NC. I told them I just wanted answers.
They said PLEASE you MUST make a complaint, this woman is very wrong, and you MUST get a new adjuster. OK. The next day a even more horrible man called us - the stupid woman's supervisor. He basically stated that what we told him could not possibly be true because 1. that is not how they do business, and 2. he had never heard any of his "guys" say anything like that (I guess he listens to every single solitary word his "guys" say all day long... right.) He was a blazing JERK.
Amazingly disgusting - both of them. I called my agent back again. I called Kemper Customer Relations back again and again they were GREAT! But they unfortunately have not control or influence over the HORRIBLE-OUT-OF-CONTROL-JERKS-IN-CLAIMS-IN-NC (this is NOT hyperbole - but rather the understatement of the century.) A while later we got a call from the supervisor of the HORRIBLE claims-woman's HORRIBLE supervisor-man. While this 3rd person was AT LEAST intelligent (which neither of the 1st 2 claims people were) he still was not nice enough. He still defended them. He still did not fix ANYTHING. He still did not apologize for their disgusting lack of both brains or business manners.
BASICALLY he did nothing except say he hoped that I would reconsider and not cancel my Kemper policy in favor of a GOOD COMPANY'S policy... Again: Right. So, I called Kemper back to find out who the boss of this 3rd claims person was - and there IS NOBODY! LOL The poor kind folks in Kemper's Customer Relations have to take all the crap from customers like me who have been HORRIBLY MISTREATED by the claims folks who do not have even 2 brain cells to rub together, yet they have no recourse except to route the complaint BACK TO THE HORRIBLE SHOP THAT CREATED THE PROBLEM IN THE FIRST PLACE! It is like attempting to deal with horrible freaks in another dimension! BOTTOM LINE: Our agent is working on estimates from OTHER INSURANCE COMPANIES - companies who are GOOD unlike Kemper. I HATE KEMPER.
BEWARE! Their Customer Relations could not be BETTER. Their Claims could not be WORSE. And to think, I've actually been paying them so much money to insure and represent me. I am filing complaints with the local BBB and the NC Department of Insurance - already talked to them and they said that they indeed are the agency that can control these horrible out of control agents. STILL BEWARE - the claims folks can do and say anything they want to with impunity - do they mean any harm? no, I don't believe so - they are just way too stupid to know any better. I informed the #3 claims man (the head claims guy on earth for Kemper - beyond whom there is no boss... HOW does he have NO BOSS???) that we need satisfaction and he did not care - further that we expect an apology from each of his IDIOT claims adjusters, that they are then fired (OF COURSE!), and that Kemper refund all of the money we've ever paid them and then continue to insure us for free forever. And actually that will not be enough. Those jerks should be fired. I'm working on it. In the meantime DO NOT USE KEMPER!
You've been warned.