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Terrible Experience with State Farm Auto Insurance
By -

I recently got in an accident where I got rear ended and pushed into the car in front of me. My car got the worst of it with rear and front end damage. I call my State Farm agent immediately and he tells me that I can file with him or them, but since the other driver is at fault, you should file with the other company. I do this and the other company files my claims and ask that I take it to a shop to have an estimate and take photos to send to them. I go to BMW since my car was recently bought.

BMW tells me that I should call my own agent to claim since the other insurance carrier wasn't too big. So I do this and this was the biggest mistake. One, my agent wanted to me to go to an "authorized" body shop. I had dropped my car off already and taken a $20 cab home. I told him I wanted it done at the dealership I bought it at with new parts and I'm not moving it. He agrees to send out a claims adjuster. Kept saying bodyshops are like McDonalds, all the same. Or its like a PPO, you need to go to a preferred shop. Moving on, he agrees to file the claim and send out an adjuster.

I told my agent and adjuster that I want brand new parts on my car. They estimate my car with used parts and say it is company policy and there's no law in Illinois that says it needs new parts so they go by policy. The difference is 1K dollars for the new parts and they tell me they are sorry, but I need to pay the difference out of pocket. I ask them if I am their customer and if they care about me or are they worried about making driver at fault insurers happy by sending them a bill for 1K less.

They keep harping that its policy. I speak to one representative that says she will call and ask the difference and see if they can get it approved. Then I don't hear back so I call another and this one says this is the difference and I need to pay for it out of pocket. Their estimate is done, it has used parts, and they will not make any changes to it. They also have the audacity to tell me that my car is used, so it needs used parts. That it needs refurbished 08 parts and if they have it they will use it b/c they don't make new parts for my car. I ask them if they didn't have't a refurbished part, what would they get to put on my car... classic response: a new part. This blew my mind.

So to conclude, instead of making me happy and going after the insurer that is at fault and collecting on everything, they'd rather not deal with it, close it out, and tell me I owe 1K out of pocket if I want new parts. This is my choice they say. This is ridiculous I say. Good luck to anyone using these losers, I will tell everyone possible that State Farm is terrible.

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Terrible Customer Service!
StarEmpty StarEmpty StarEmpty StarEmpty Star-
Rating: 1/51

ORANGE PARK, FLORIDA -- I was looking for a cheaper rate on auto insurance because my car wasn't running and Geico and Progressive wanted to charge over $60 a month. I'm not working, so I needed to find a way to save money. I used an online quote to compare rates and discovered that State Farm had the cheapest rate. My mom and dad have home owner's insurance through State Farm and told me that the auto insurance was pretty good. I decided to hold off contacting the nearest office because I did not like being required to use an agent in order to do business or make a payment. I'm self-sufficient and technology savvy. It seems like State Farm is better for those who are technologically challenged.

Anyway, I received a phone call from another office and the agent asked me to call him back so he could give me an accurate quote. I opted to call another office nearer to my residence so I could go to the office if need be. I was assigned to one of the Multiple Line Representatives and got an accurate quote. I was told my monthly payment would be $33 and I opted to cancel my insurance with Progressive and sign up with State Farm since their rate was half of what I was paying. I made my payment and everything was fine.

Fast forward to two weeks later, I received a notice in the mail that my rate was being adjusted upwards because I lived with my parents. However, I have had insurance before and have NEVER put them on it because they have their own insurance and I have mine. They also never drove my car and the title was in my name and ownership. I called my representative and she asked me to scan my parents' insurance card and she would submit it to corporate to have my rate re-adjusted. She said it would probably take about a week and she would call to update me.

That, however, NEVER happened as I had to email her twice and call her twice to receive an answer. After more than 2 weeks, I was told nothing could be done and State Farm requires that every household member (whether they drive your car or not) must be on the policy. I never drove my car after I started the policy, either, so it was a waste.

Also, I decided to have my car towed to a repair shop to have an inspection and check if the car could be fixed before I decided to sell it. Most insurance companies have a preferred towing company so I decided to email my representative after hours and asked her to call me the next day. She decided to email me instead. Normally, this wouldn't bother me but she got in the habit of not following directions.

My car could not be fixed and I ended up selling it. My representative had told me previously that, in order to keep my driver's license in this state, I would have to keep my insurance current or my license would be suspended. Having never been through this before, I believed her when I shouldn't. When I turned in my tag to the DMV, the clerk told me I only needed to have insurance when my tag was issued because it appeared I was driving without insurance, illegally.

I called to cancel my insurance and asked to speak to my representative. Again, she was not available so I spoke to another representative. Every other insurance company I've used has tried to work with you to see if there is anything they can do to get you to stay. The rep, however, did not and was very abrupt. As soon as my policy was cancelled, I emailed corporate and the local office to complain. I am not a demanding person but they did not seem appreciative of my business and treated me like I was a number instead of a valued client. I will NOT be returning to State Farm when I get a new car and I don't recommend their services.

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Mis-Quotes You To Reel You In!
By -

DO NOT GET A QUOTE FROM A SF AGENT!! After being with progressive for 4 years, and recently getting married, we wanted a joint policy that would save us some $. At the time my hubs was with State Farm, his agent ** told him to call her for a joint quote. So I did, and spoke to a ** (who was very pleasant to deal with) she quoted me approx. 198.00 p/month for both of us including renter's insc and rental reimb. (which progressive didn't give me at the time of a claim, so I was upset and looking to find someone cheaper... oops).

So of course I told ** to sign us up. Called progressive and cancelled. ** called and said all was done, she faxed the temp cards etc... all was good. Till she went over the breakdown with me over the phone and the total monthly payment was going to be 216.00!!!! Floored I asked what she was talking about... she confirmed it was the monthly payment. I said no ** you told me 198.00 (ish) a month, well yes but then you have to add the renter's insc and taxes!

I was absolutely steaming mad that I just left my insc. of 4 years for this MIS QUOTE! I told her, those items should have been included in any quote they give a customer... NOT AFTER the paperwork is all done. Well I left it, 2 weeks later we get a bill for 238.73!!! WOW. Now my husband says that HE is pissed (which is rare) to call ** and talk to her b/c she was the one he deals with etc. When I called she answered explained he wanted me to talk to her about the situation, which I went through with her. Towards the end she cut me off saying... ** was certified and able to handle any matter that we need dealt with so I will transfer you... REALLY!

You are the manager of your branch and you won't deal with your own customer? SO I spoke to heather, she said she would call underwriting and get back to me. When she did she said, they messed up and would fix bill and re send it... so you will pay 276.00 for the first bill!!!!!! What! Again she says 276. Two hundred and seventy six dollars I said? "yes, that's just for the 1st bill though". ** how the hell did we get to 276 when you quoted me 198.00 then it jumped to 216.00 now this? "Because we fixed the bill and it came to 276 for the 1st bill and the 216 for the rest".

Mind you all ** is on the phone also when this convo is going on. I said your not making any sense, ** perks up and says OK lets explain this again because I don't think you are grasping it. And we just told this to your husband as well and he isn't getting it either. I could have reached through the phone at this point!! When she got off the high horse ** clearly stated that the 1st bill was 200 DOLLARS and 76 CENTS!!! 76 CENTS... not TWO HUNDRED AND SEVENTY SIX, like ** was saying.

When I hung up I called hubs, and before saying anything he told me about the same experience I had, that he was talked to like an idiot because he questioned the 276 figure. Right there I called progressive got a quote and it ended up being AND STAYING 50 dollars cheaper... I should have never left!! They might have screwed up a rental for me, but I have NEVER been spoken to like this from them.

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Loyal Customer Taken Advantage Of
By -

NORFOLK, NEBRASKA -- A little over a year ago on Dec, 24 2007. I was involved in an accident in a car dealers car lot. I had just gotten done with some last minute Christmas shopping, and when I left the store I decided to drive through the car dealers lot to see if there was anything of interest. I pulled down one lane of vehicles, and stopped, I looked at the price tag on one particular vehicle, than decided to back up, and leave the lot in the direction I came in. I looked in both side mirrors, and my rear-view mirror, and started backing up slowly.

Then all of a sudden I felt like I was running over something. I looked in all my mirrors again, and turned around to look behind me, but did not see anything. I than decided to get out of my pickup to see what was wrong, and to my amazement there was a small vehicle crashed in to the side of my pickup right behind the cab. I got out to see if he was OK, and to ask him what the heck happened, and he said he was making a u-turn in the lot, and he said he saw me, and was waiting for me to stop. We called the police, and they investigated it.

They said on the report that the other vehicle drove in to me, and it was reported to state farm in that manner, and when they interviewed me I told them the same thing, an I expected that it would probably be at least a 50-50 deal on the damages, as it was not on a public roadway, and it should have been a no fault accident. But instead they said it was my fault because I was backing up. I argued with them, that the damage was not to the rear of my vehicle, but to the side, and it was so obvious that he drove in to me, and probably was not paying any attention. They would not reason with me at all.

I have been a loyal customer for over 25 years, have my home mortgage through them plus other policies. I think that the other driver just had liability on his vehicle so they made it my fault so he would not get stuck with all of the cost to repair his vehicle, we both had State Farm Insurance, the other driver was a young driver, and probably was a higher risk, and good ole me, had never had any major claims so why not lay it all on me.

So it cost me 500.00 Deductible to get my pickup fixed, and the other driver did not have to pay a dime I threatened to sue over the deal, and the adjuster said, well do what you have to do, but the courts would not favor me because I was backing up. I was just totally frustrated over the whole deal, and just let it go, but every time I think about it or discuss it, it just reminds me again that there is no such thing as customer loyalty any more, and you have to look out for your self or you are going to get the short end of the stick.

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Who Do I Contact to Resolve a Complaint About an Agent?
By -

GARLAND, TEXAS -- My wife was involved with a wreck a few months ago and has run out of energy to fight anymore, but I haven't. My wife was backed into while she was in a parking lot and the people involved have been spinning lies ever since. Unfortunately my wife got pretty much zero info about the other party which has given them an opportunity to lie their rear ends off. The person driving the Hummer was not the owner but because my wife did not get the driver's license of the person at the scene they have magically reassigned who was driving. The owner now says that my wife rear ended her.

My wife returned to the accident site shortly after the accident and talked with the manager of the restaurant who saw the whole thing. In fact he said the girl that hit my wife had just quit her job with his restaurant and stormed out backing into my wife. My wife provided his information. We received mail a couple of weeks later that indicated that the other girl was not at fault. We inquired and found out that the witness was not even contacted. He was called at the restaurant and a friend of the girl who backed into my wife intercepted the call and informed the investigator that the manager hadn't seen anything but that she had and it was all my wife's fault.

We contacted our agent who has apparently been sitting on his hands the whole time and he said he'd look into it. Both my wife and the other party are both covered by State Farm. He got back to us and said the investigator was rude to him and ended up hanging up on him. Now this is a fellow employee with State Farm that he called and she hung up on him. My wife called her and my wife was told the case was closed. My wife appealed to the woman that her witness hadn't even been contacted and the representative replied that the case was closed.

My wife replied that she was going to file a complaint and the representative told her in an impolite way to do whatever she felt she had to. We managed to get the case reopened and all sides provided taped statements including the restaurant manager but the investigator still found for the other party, saying that she discovered the manager was a personal friend of my wife and his testimony was apparently not seen as valid.

The assertion that they are personal friends is completely false, my wife only met the man after the accident when she went looking for witnesses but apparently the girl who ran into my wife still has friends at the restaurant who are lying for her. We were told by the investigator that she was told (apparently by these lying twenty something year olds) that the manager was her personal friend.

The investigator is at least incompetent if not worse. How do we go about getting justice, particularly how can we make a complaint against this agent/investigator that has been repeatedly been given the facts but refuses to correctly dispense justice? We live in Texas, the Dallas area.

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Lied to and Cheated
By -

VIRGINIA -- On 9/21/2007 my wife was in an accident in our 2003 Jeep Grand Cherokee. A homeless man had jumped in the street and she swerved to avoid hitting him, resulting in 2 blown out tires, 2 damaged rims, and some body damage. A few days later we were contacted by the dealership doing the repairs, and were told that out tires were on national backorder and could take several weeks to come in. This was on September 25, 2007, and I promptly called the State Farm claims office to advise them of this. A lady named Rose, on team 53, told me that they were already aware of the issue, and not to worry because our rental car was covered until the tires came in.

That was the last we heard on that topic, until the evening of October 15, when the insurance company called to tell us that our rental car limit had been reached, and even though the expected delivery date of our tires wasn't for another few weeks, we had to turn in the rental car on the 15 (this, by the way, was after the rental car company had closed). We took back the rental car the next day, and since then have had to rent another at a personal cost to us.

State Farm now claims that they had advised us that the rental car limit was a max of $900 regardless of the length of time it takes to repair the car. They even had the nerve to tell us that we should have chosen a cheaper rental car and then we would have had it for longer. The rental car that THEY GAVE US was a Jeep Compass for $46/day, that being the closest match to the vehicle that we had.

Another option was never offered, and a rental limit was never discussed, and we were only informed of the limit on the day that the limit was reached. Prior to that, the only statement they had made about it was on September 25, stating that we would have a rental car until our vehicle was fixed.

Now we're left scrambling to find alternative repair options, while paying unexpectedly for a rental car out of our own pocket. They refuse to own up to their mistaken statement, and are "sorry" that now the extra cost is coming out of our pocket, when they could have easily informed us about a limit in time to get a cheaper rental car and look into using a set of tires that weren't on backorder. I have spent hours on the phone with various people who are good at saying "sorry" for the mistake, without actually owning up to the mistake or offering to cover the rental car as they originally promised to do.

Overall, it has been the worst customer service experience I have ever had, and it is disappointing to pay premiums for 10 years only to have a problem like this. Unless they change their stance, I will never do business with State Farm again. Buyers beware.

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Auto Accident with another State Farm insured
By -

MINNESOTA -- I was recently involved in a car accident in a parking lot; the lady that hit me was also a State Farm insured. The car accident occurred on the week of Thanksgiving, so it was very busy in the parking lot at the grocery store. I carefully looked to make sure it was all clear, then I began backing out. I backed out slowly as it was so busy, and as I backed I looked right, left, right and there was a lady backing toward me. I stopped, but only had about 4 seconds before she hit me, not enough time to do anything. She was in the lane across from me, but north one stall. I got out of my car and asked her if she saw me, she replied no.

While my agent has been very polite through the whole thing, the State Farm adjuster spoke to me as though I were stupid. I would have thought this was the other ladies rep, since we have the same insurance, perhaps it was! The adjuster actually told me that I should have been able to do more... I should have stopped sooner, she even said that perhaps I should have looked left, right, left instead of right, left, right. All the points that I started backing first, I backed out slowly whereas she backed out more quickly, and I STOPPED, meant nothing. They found both of us 50/50. I can't help but think that things would have turned out differently if we had different insurance companies.

I spoke with a lawyer who said I should not back down as I was only 10-20 percent at fault, and 2 different police officers told me the same thing. Yet State Farm will not back down. A manager called and apologized for the rude adjuster, but his apology meant very little when he went on to say that the average claim is one every 13 years, so my 10-year history with State Farm and not having a single claim means very little. I have 2 auto policies, homeowners, a separate jewelry policy, a retirement account, and was working on adding a life insurance policy when this happened.

At this point I'm so frustrated I'm not sure what to do. I hate State Farm but really like my agent, who did try to help out through this whole ordeal. If they are going to be such jerks over a small claim how are they going to be when I actually have a larger claim?? The adjuster said I probably don't recall all the details as they occurred, and kept saying that regardless I should have done more to prevent the accident. Then when I discovered there was a video of the incident, I'm thinking I'm going to get an apology since the video shows it as I said, but NO!

They just keep telling me I still could have stopped sooner!!! What is the point in having insurance when their main objective is to pay out as little as possible? They're looking at losing a customer over $250?! It's not the money that's making me SO MAD, it's the principal. I am NOT 50 percent at fault and refuse to accept their finding that I am.

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Taking Money From Another Account
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NASHVILLE, TENNESSEE -- Had State Farm auto insurance. At the time I went on vacation it was time to renew. My mother sent a check in for me with my info they needed. They cashed it and started to charge my mother recurring payments from her account. I called and had them correct this. Told it was corrected. Then in January my mother's account was overdraw by 358.00 dollars. They charged her account again twice! Every bill that went through got drafted!! She doesn't have State Farm!!!

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Disappointed
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DALLAS, TEXAS -- I'm not sure what to say. At this point I got in a car accident, that the accident which was not my fault. The other driver, his insurance is State Farm. That insurance didn't help me in any way. State Farm's lack of customer service is not acceptable. Didn't care if my car was riding or not. Didn't want to get my car repair done. I will not recommend this company to anyone.

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Anything to not pay a claim...
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I understand that things like this happen, but this is about credibility and people knowing that they should be doing the right thing. About a month ago while out during my lunch break my car was 'dinged' by a car that parked next to mine. The ding was so big that while walking past the rear of my car to get to the drivers side I could see the damage. I was of course surprised and I looked at the parked car next to mine and there was a significant amount of the paint from my car (a huge chip of it) along with another minor amount of the paint on his door. The driver of the other car did not leave a note so of course I took pictures and contacted my insurance.

State Farm was able to track down the owner/driver of the vehicle using the plate information that was provided in the photos. Fortunately for me (or so I thought) was that he has State Farm as well. He denies being at the place of business where the damage was done. That lie didn't pay off as I have pictures of the damage as well as pictures of his license plate and the insurance company would have had no way to contact him otherwise.

Second, he was a no show to the appointment that he set up with State Farm to have his vehicle inspected. Gee, maybe enough time to have his door buffed out and my paint removed from his door? Long story short, they sided with someone who definitely lacked credibility and denied the claim stating that there were no witnesses. They also denied making a claim on my comprehensive insurance (to waive the deductible) because they said the damage was done by another car door, just not his car door. How convenient!

To a certain extent I understand their point. If there were no pictures, if the other gentleman had been more credible by not lying about being at the scene and had he shown up for his inspection I would be able to see how State Farm came to this decision. To me, State Farm was fighting to avoid paying out and I am the casualty in their decision. My State Farm agent did his best to have this decision reversed, to no avail. Unfortunately he lost a customer with more than one policy because his parent company wouldn't pay an $800 claim.

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1.2 out of 5, based on 19 ratings and
64 reviews & complaints.
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State Farm Insurance
1 State Farm Plz
Bloomington, IL 61710-0001
309-766-2311 (ph)
309-763-5959 (fax)
www.statefarm.com
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