Esurance

Their investigation was laughable and their information gathering was only through a man they have in their back pocket. We appealed. They made no attempt to gather any more information and then denied our claim again. They said it was a slow seeping leak that caused the damage which was absolutely not true. We are changing insurance companies and hope to have a better experience with the next one. It won't be hard.

The other was a collision with a stolen U-Haul that ran my husband off the road and did damage to the body, undercarriage and mechanical/ suspension. They refused to look at the estimate from a shop and actually said "I am not paying for any more repairs" from Larry ** after they paid for an alignment, strut and headlight.

We struggled with the car until the right wheel, the damaged one from the u-haul, stopped turning at 65 mph and my daughter rolled it into a ditch full of water. They underpaid the car and I have been making payments on the Challenger that the whole front end could fall out from under it when it is not in the shop in pieces waiting for them to contact their direct repair facility. Emails are coming back with statements "you have the wrong email" on threads where I have been discussing the issues. I feel that they are knowingly holding up claims and jeopardizing the lives of their insured and others on the roads with them. If I could afford another company I would go there

Before we had gotten the truck back, we realized our apartment was not in the safest neighborhood, so we worked with a realtor to get a house which we then bought. Exactly one week after we got the truck back, it was stolen again from that same apartment complex just as we were about to move. We filed another police report. The truck was found a couple days later at a casino with the thief inside the casino gambling. We looked over the entire truck with the police officer. The radio Bluetooth system and cameras had been taken out. The armrest was broken. The windshield was broken because we had bought a steering wheel lock since the first time it was stolen. The truck had been sanded down on almost every panel. We found a spray paint gun in the truck, so we realized that the thief planned to repaint the truck.

We sent the truck to a Ford dealer this time hoping that would expedite the repair process since it took so long the first time. Ford estimated the truck at $16,000 worth of damages $9000 of which was due to labor. Our adjuster requested a second appraisal to be made which estimated $500. We contested this and had a third person sent over who estimated around $6000 worth of damages. This made more sense, and was closer to the same estimation made by Ford. I asked our adjuster if he could find out if we went ahead with repairing the damages with the last estimation, would a paint job still be covered after since Ford apparently does not do paint jobs. Our adjuster said he would send the question and information to upper management so they can give a determination. He felt at that point, our vehicle should just be totaled out because of the amount of damages.

After what feels like forever, they’ve determined that most of the damages were pre-existing, and or due to wear and tear. A huge part of what needed to be repaired mechanical wise was the head gasket. This didn’t make sense to us because if it was due to wear and tear and there was a head gasket issue wouldn’t it have been brought to our attention during the first time the truck was being repaired after the first theft? They did a visual inspection the first time and a thorough mechanical inspection.

Let’s go over the inconvenience aspect of this all. I was pregnant last year and delivered our daughter in October 2022 in the midst of all this chaos. As with any newborn, I have had countless doctors appointments. My son is in recreational sports and activities. My husband is military and is required to have his own vehicle so he can report to base on time when told. Since having our daughter, I have not been able to go back to work because my job was further and my husband’s job required him to need a vehicle at all times.

Our loan for the vehicle is around $300 a month, and we spend almost $300 on our insurance every month. This is almost $600 every month for a vehicle we do not have. We have had to spend money on Uber’s for appointments and to take my son to his soccer practice/games on time. We do not have money to get another vehicle since we spend so much on this vehicle every month. My husband was told that his unit deployment is in March of 2023, and since we found out, we have tried to work with our insurance to expedite this process, and our insurance has become very difficult to get a hold of. I already let them know I did not agree with the final determination of how to proceed with our truck and for somebody to contact me back to go over next steps.

I spoke to my adjuster a couple of days ago and he said a supervisor, or somebody would be in touch with me and I have not been contacted since then. ←-communication issues such as this runaround has been recurring throughout this process until I call and complain which takes a lot of time and energy. Whenever I think about this situation we are in, it overwhelms me and makes me want to cry because there are so many things that I want to do to try to get this matter resolved and fixed. I feel like I am getting absolutely no help from the insurance side.

I am completely discouraged by this matter and upset. I feel that we have made all of our payments for this vehicle on time and have proven to be in good faith yet our insurance just leaves us without a proper resolution and tries to cut this situation off in such a cold manner. I cannot believe we have been treated this way. So I am given no choice but to try to contact them via this platform and I really hope they can contact me back quickly to come up with an appropriate resolution. Even though I am disappointed, I still will stand my ground on this matter because I feel we have been wronged.

-Kristy

It has now been 67 days since my car was totaled, and I still haven’t gotten a fair settlement offer from the total loss department. After more than two months of waiting, I was offered $5000 for a car that was in perfect condition, and would cost $15,000 to replace. Mr. ** assured me that he wasn’t trying to get me bottom value for my car, and then offered $7400. Why offer the original $5000 if you know the car was worth more?

I am asking for a $9000 settlement for this vehicle. After rejecting their offer of $7400, Mr. ** asked me to research car listings in my area for cars of the same year, make, and model. After sending him close to 30 links for local vendors, each with costs ranging from $9000-$15,000, I still have heard no response from him or anyone in his department. Communication has been absolutely atrocious. I call and email between 10-20 times every day, and receive no response, or a response indicating that he is “working on my case” and will “call me right back”. The calls never come.

Why am I being asked to do research on public domain sights to justify a cost for a vehicle that is clearly within the price range I am asking for? All the while I am fighting this battle, I am without reliable transportation for myself or my family, and the company has declined to offer me travel expenses during this period. I submit that Esurance and its appraisal company CCC has intentionally delayed the process beyond a reasonable timeframe in an attempt to wear down my patience so I will accept a deal I know to be undervalued. The data is there.

I have been an Esurance customer for over ten years and have paid upwards of $10,000 in monthly premiums, never filing a claim. Now, that I am in a situation beyond my control and need the security of a reliable insurance agency, I am being ignored, underbid, and in no way being made a priority. If there is any doubt of the validity of this story, hop on any forum where reviews of Esurance are being posted. You will find page after page of frustrated, disenfranchised, and desperate people trying to rebuild their lives, and their stories of the negligence and lack of care from this company.