I, too, have extremely disappointed with the service received from Hartford after a car accident. The claims handler was rude and treated my phone call as a complete inconvenience. A week later my car was still in the tow yard and no one had looked at it. I called again and talked with a woman named Josie Medina who was outstanding. She listened and truly cared. She helped me set up a rental car and gave me the number of the claim handler's supervisor. But the supervisor did nothing more than apologize and made promises that she didn't follow through on until I started calling every day.
Finally my car was picked up and taken to Denver which is 5 hours away. A week later an adjuster called and said the car could be fixed, not totaled as the computer had designated. He agreed to have the car brought back to my hometown to be fixed. His boss called later and said they didn't want to bring the car back but would have it fixed in Denver. I reminded him that according to my policy it is my choice. He unhappily agreed to have the car hauled back. An hour later he called again and offered to buy me out. Thankfully I got the offer in writing via fax.
Two weeks later the person who was to cut the check called, only the price he quoted was two thousand less than the offer. He all but called me a liar when I told him the real offer, until I told him I would be happy to fax him the quote that had been faxed to me in writing.
It took over a month and numerous phone calls to poorly trained, uncaring "customer service" people before the claim was settled.
As a 54 year old Human Resources professional, I deal with stressful issues all day long but have to say that by the time my claim was settled, I was pretty damned fed up!
But it didn't end there. When I purchased a new vehicle, I was told that the wrecked car was still on the policy, and that I was to have called to have it removed. The claims handler does not do that. As per my call, the premium for the wrecked car would be backdated and deleted.
But lo and behold, I get the endorsement and the wrecked car is still on the policy and I am being billed for coverage. I call again and am assured it will be taken care of, and that I will be refunded the two months premium I'd already paid on the wrecked car. Then another bill, the car is still on it. No mention of a refund. All three premium amounts have been different, the one over the phone, the first endorsement bill, and then the next. And each one higher than the previous.
Enough I say, cancel the policy and go with a certified agent here in town.
I got a letter in the mail today from Hartford. Yes, they are charging me a 10% cancellation fee. Well worth every penny to be done with such an incompetent organization.
Bottom line, stay away from insurance companies that only offer 800 number service. With any claim, write down who you talk to and when, and get whatever you can in writing.
As for AARP, as long as they endorse a company that writes policies without the resources to back them up, I will not belong to that organization. Thankfully I was young and savvy enough to jump through all the hoops and FINALLY get my money. Thankfully this did not happen to my mother. I can only imagine how hard it would have been for her.
Wake up AARP, do a complete audit of what is really going on with the company that you are endorsing.