State Farm Insurance Complaint - 20+ years of loyalty earned this?
MCMINNVILLE, OREGON -- This posting is in regards to an accident my daughter was involved in on April 16, 2010. She had stopped behind a car waiting to turn, and her vehicle was rearended (and totaled) by another car who's driver wasn't paying attention.
Our agent was very helpful in getting a claim started for medical coverage.
The issue is that the other driver was also insured by State Farm. I found out very quickly that this apparently changes the rules. The rental car coverage that I have been paying for all this time doesn't come into effect unless the claim is made on my policy; which of course it wasn't since the other driver was at fault. Therefore there is no rental car available to use to find a replacement vehicle, unless you pay for it out of your pocket, once the other claim makes an offer for your totaled vehicle over the phone. Not once you receive any money, which takes another few days in the mail; or you can pay for the rental yourself and drive the hour or so to go get it, and while you're test driving vehicles.
I owned the vehicle my daughter was driving for 9 1/2 years, took very good care of it and the engine had a lot of miles on it, but would have easily gone another 100,000+ miles. Please tell me where you can actually purchase an equally reliable running vehicle for $1400?
My daughter is a full time student & her school is paid per term, but she has to pay additional for any missed days to make them up in order to graduate. That's $80/day that's not covered by the insurance, unless she misses 14 days. She had a neck injury that kept her out of school for a few days, but not long enough to get reimbursed for it. She has to pay extra for those days to graduate.
In addition to all of this, even though we're State Farm customers the State Farm people from the 'other claim' were absolutely horrible to my daughter on the phone. The accident was on a Friday, and the following Tuesday she received 8 calls from them wanting information or telling her what she had to do. She was so stressed out by all of this that I talked with them and made sure they understood they weren't to call her about anything else. There were several different people that called, and the information was very contradicting. Like one person telling us to take the car in for an estimate on the damages, then someone else telling us not to take it to a shop and that it didn't matter if we took it in for an estimate on the damages that their estimator had to look at it, then a different person told us that we were supposed to leave it at the shop where the estimate was done...huh? I had already moved it by then.
Then once the estimator looked at it and told me that it was totaled, the people in the claims office told me it wasn't totaled, then another person told me it was, and then yet another person told me that it wasn't really decided that it was totaled. It took 3 days to get a straight answer. My dilema at this point was... do I start looking for a replacement vehicle or am I fixing this one?
Once they decided the car really was totaled, the claim was transferred to the total loss department. It took a few days for them to make an offer, which I refused because I had already gotten estimated values from a couple of web sites my agent had suggested, as well as multiple private party ads for the same year/condition vehicle that were much higher. They took a full week to make another offer, just a bit higher than the first one. By that time I was so disgusted with the whole experience that I decided it wasn't worth it and accepted the (lousy) offer, and moved on to researching new insurance companies.
I have been with State Farm for over 20 years. I have had auto, renters and home owners insurance through them. I kind of expected them to go to bat for me in dealing with the other claim. I actually expected them to protect me and my daughter during this experience. Oh yeah, they were sympathetic & all. My agent did get them to extend the rental car coverage for another 3 days. I still had to pay for a rental car out of my pocket, and then had to borrow a vehicle for the rest of the time till the vehicle could be replaced.
What a nightmare. I am very disappointed. All of the State Farm commercials say "State Farm is there...". They imply that they (State Farm) will help you. Not in this case.
I am definitely moving to another insurance company. I really don't want anything else to do with State Farm. What's going to happen if there's another accident? I feel like I'm just throwing my money away, like they won't be there for me when I need them.