AAA Northern California - Home and Auto Insurance
Insurance - Complaint
SAN JOSE, CALIFORNIA -- We have been AAA customers for 20 plus years for home and auto insurance needs. We had been dealing with an assigned agent, who had been with us for at least five years of this policy time.
He would look after any changes, updates, annual reviews, etc. Then all of a sudden, we would call and we were informed that our agent was not available and would we like to leave a message or go into his voicemail. Messages were left and never returned. This took place over a year and half time period.
Then out of the blue about a year ago, we received a phone call from AAA. It was our new AAA agent, calling to introduce herself and go over our policies, since they had been in limbo for a year and a half. WHAT A SHOCK!
She did the review, and discovered we were under insured, and suggested an umbrella policy should be part of the coverage.
One week ago, we called because, again, there was no policy review and no sign of our AAA agent. We took our policies to another insurance company and had a review done. It turned out there were errors in our policies that would cost us financially had there been an accident. There were also errors that cost us financially over, at least the last year, unknown to us, until the review by another insurance company.
Again, when we tried to get a hold of our insurance agent, and we were told that she was no longer with AAA and we did not have a new assigned agent. We had to make the corrections on our policy with the call center and the corrections that were made, would arrive in the mail to us in a couple of days. Well, the corrections were sent out to us and there were still errors not corrected, that should have been corrected.
So, our questions to AAA are: is this the way they treat all of their clients? If so, ares these new cost cutting measures? If so, then maybe we should be shopping for a new agent that will provide at least the very basic service of a once a year review. After all, AAA claims they value the relationships they build with their clients. Well, we are not feeling the love in this relationship.
James & Terri Le Masters
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