Esurance Responsed to Consumer Complaints

We received this response from the company:

My name is Kristin Brewe, and I am the Director of Brand & Public Relations at Esurance. It saddens me to think that anyone buying auto insurance from our company would have a negative experience with us, as we strive to make auto insurance better every single time for every single customer--from quote to claim.

Our customers, by and large, love our company, and approximately 80% would consistently recommend us to their friends and family, the greatest testimonial to excellence any business can receive.

That being said, clearly, for those who wrote in to your Web site, this was not the case. Because we are a customer-oriented company, I would love to hear from the folks featured here about their experiences with us so that we can investigate and learn how to improve.

Though some of the issues involve things like how insurance rates are derived which we cannot change, there may be opportunities to improve how we communicate those kinds of things, so that people don't feel like they've been treated unfairly. Our philosophy is: anytime one of our customers is unhappy, there is at least some part of the process where we could have done better.

Please feel free to post my email address -- kbrewe at esurance.comalong with this reply if you do, as we really do mean it when we say that we strive to deliver an outstanding experience to all of our customers.