Pacific Specialty Insurance Company, the flagship of the McGraw Group of Affiliated Companies, is recognized as an industry leader in motorcycle and personal watercraft coverage. Pacific Specialty also offers automotive, homeowners, dwelling fire, boat, motor home, mobile home and commercial products, and has become the "one spot" independent brokers and agents can source all their clients' coverage needs.
For the third consecutive year (2011-2013), Pacific Specialty was listed as a Ward's 50 Top Performer. Each year, the Ward Group analyzes the financial performance of over 3,000 property-casualty insurance companies in the United States and identifies the Top 50 companies that have passed all of their safety and consistency performance tests for the preceding 5-year period. We are honored to be included in this select group of insurance companies.
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HOW THIS COMPANY SCREWS PEOPLE OVER WITH EXPLANATIONS: For the love of Pete, DO NO USE THIS COMPANY! READ THEIR REVIEWS. The reviews on their website are hand picked from likely every person that they have been able to schmooze into writing a good review. Either that, they wrote the reviews themselves, or they paid people to give good reviews.
Malia ** - Lying claims rep. Alexandra ** - Manager of the lying claims rep that does not call back when she says she will. Not even within a few days of when she said she will, as I STILL haven't heard back from her. Brian **- Gets a bad attitude and a tone in his voice if you ask him questions that he doesn't have the answers to. Gabrielle - Receptionist - Very nice and TRIED to help, but she is too low level to do anything. Stephen **- Guy who did the estimate on my repairs. This guy is an absolute piece of work. He missed some things on my quote so I sent him pictures of the damage. Then he had the nerve to call me a liar. Darren ** - Guy has an inferiority complex and doesn't know simple answers to common questions.
This company will try to cheat you at every single angle they possibly can. I got an original claim stating that my repair cost would be $2800 and that my bike was not totaled. After DAYS of trying to convince them that the quote was missing three damaged pieces, the manager (third level of support), Justin **, finally agreed to add the items. I gave them VERY CLEAR PICTURES of the damage on the day of the accident. Not until I did this would they even accept that there was damage. Instead they basically just kept calling me a liar without actually using that word. They even told me that without those pictures they wouldn't have added the damage. Justin said I should have the check, with the cost of the added pieces, by the end of the week.
Here we are Tuesday of the following week and I get a call from Darren stating that now they are claiming that my bike is totaled and he didn't even add the three pieces that Justin said they would. How is this possible? Because this company doesn't have a clue what they are doing? Then Darren also states that if I want to keep the bike that it will ALSO have a salvage title. PLUS he said that I would only receive $2700, instead of the original $2800. I literally cannot even handle this company anymore. I LOVE MY MOTORCYCLE, but because this company is SOOOOOOO HORRIBLE, they forced me to give up on my bike or lose even more money than they are already trying to screw me out of. Now it's been 7 weeks and I still do not have a check, a bike, and they have still not refunded me for the insurance costs during that time period. HORRIBLE CUSTOMER SERVICE ON EVERY SINGLE LEVEL AT THIS COMPANY!!!
Bad experience from the beginning. First they sent notice to me asking for remitting a completed application form, while I had already sent the signed form weeks ago. It turned out to be their mistake. When the appraiser comes, he said everything looked good, but a month later they sent me a notice to trim back all the trees and send back photos as evidence. I hired tree service and trimmed all the trees, sent photos back to the company. No confirmation, no follow up, they've been quiet until last week they sent me a non-renewal notice. The reason given on the notice was non-compliance of the company's request to provide pictures showing Trees have been trimmed away. WTF? Homeowners beware and stay away from this company. They just don't care and do a pretty poor job communicating with their customers.
I had Pacific Specialty Insurance for my home thru Allstate Insurance. I paid for the whole year from 6/17-6/18. I called in Nov 2017 to cancel my policy because I found State Farm Insurance did not subcontract their homeowner's insurance. I'm supposed to get refund of $1063, that's the difference since I cancelled. Pacific Specialty Insurance claims they refunded my Bank card on Dec 11. I have been diligently checking my bank account daily to check if refund was deposited. I've been calling Pacific Specialty on status of my refund that hasn't showed up in my bank from Dec 11 to present (Dec 21). I called again and they said they gave me a confirmation number, again I called my bank, went inside the bank and there is no refund pending from Dec 11.
I do the booking in my house, so I know what money comes in and what money goes out. Now Pacific Insurance is telling me that they subcontract their refund and they have no control over it. I'm at my wit's end because now I'm behind on my new homeowner's policy since Pacific Insurance won't refund my money owed to me. I smell something fishy with this company. I am looking into seeking an advice from an attorney on this matter since Pacific Insurance has been giving me a full circle runaround with no results.
This place has cheap ** insurance! I use it for PLPD on a motorcycle so basically they are just taking my money for nothing and I can't ever get ahold of no one. :0( Has to be bogus insurance but I don't care if I get in a accident on my bike... Not expecting to live much less it being "my fault". This place won't even contact me to renew my crap ** insurance policy just to be legal. :0( I could never imagine if I had to use them for a claim!!! If you needed them for a claim you might as well go bankrupt... 100% total piece of ** company!
Motorcycle insurance - Stay away from this company at all cost. Filed a claim at the beginning of the year and It's still pending for damages that were never paid for. Adjuster came and did his thing. Later I found out he never included the water pump or radiator that had scuffs on them. I emailed the claim rep back and asked why. They had no explanation other than that adjuster didn't include them in the report because they were not too bad and could be painted when they painted the frame. I contacted the insurance commissioner after 5 months trying to get an answer from them. "They take weeks to reply to emails and they won't take calls -_-".
After this they agreed to replace water pump but only paint the radiator. Apparently it's my job to find a painter. Since no dealer will paint a part like that I can't find no one. They haven't responded to my email I sent them regarding this. It's been almost 7 months it feels like. Do yourself a favor and find another insurance company. Worst experience and headache of my life. I'm never the type of person to leave a review and this is my first in 31 years. Just trying to warn others to stay away at all cost. Trust me it's not worth the headaches.
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Their client ran into my son's car. It was clearly their client's fault. After 3 months they still haven't responded to my insurance's request for claim settlement. They don't answer phones, they don't return messages, they don't return emails. They are doing everything they can to hide from paying out a claim. It is pretty much fraud. Stay away from this company.
Last year we had a monstrous hail storm come through. Their adjuster came out and forgot to write anything down on two sides of the house. My contractor contacted them with pictures of damage. They refused to accept the damage. I hired a public adjuster that sent hundreds of pictures with a huge report explaining the damage. They refused his findings, now I have to hire an appraiser to force Pacific Specialty to accept responsibility. They certainly didn't mind taking my premium, now no coverage without fighting. ** the claims examiner has been extremely condescending and disrespectful.
I am currently in the process of trying to cancel my insurance policy with Pacific Specialty Insurance for various reasons. They will not accept. First I attempted to cancel over the phone and got put on a loop. Eventually the person on the phone began to help me and said she had successfully cancelled my insurance policy. I still got billed for a month's worth of insurance. After calling them they told me to email them my policy number and some other personal information and they would complete the cancellation, no mention of a refund for my false charge was ever mentioned. Now that my email has been sent, it's been almost two weeks and I have not heard anything back yet. I'm typing this review because it is currently outside of business hours and I cannot contact them. I don't know what actions I can take since if I cancelled my credit card they would probably send the fees to collections and ruin my credit.
I had a residential liability policy with Pacific Specialty. Our former tenant filed a frivolous lawsuit against us. Pacific did NO investigation, would not take our statements, would not take our phone calls and simply sent denial letter after denial letter when we appealed. We paid thousands in premiums over the years only to be ignored and ripped off when we need coverage. I'll be filing a complaint with the state of CA Department of Insurance and also considering a lawsuit. Based on other reviews in this section, looks like there needs to be a class action lawsuit against Pacific Specialty.
Pacific Specialty has wrongfully denied my claim. I have never written an article or a blog before, but there is always a first time for everything. This is my first time dealing with Pacific Specialty over my water damage claim. We had a clog in the master bathroom standing shower upstairs on a Sunday. However the rest of the master bathrooms, downstairs bathrooms, kitchen and toilets were functioning properly within the house. The use of washing machine upstairs caused a sudden and accidental discharge of water due to the stoppage on the residence premises.
I have been a customer for Pacific Specialty Insurance company for over 7 years, with a history of zero claims and have always paid them for an entire year of policy coverage. I am not happy with Pacific Specialty, as they have wrongfully denied and are constantly misconstruing the facts of my claim. The company did not follow proper protocols when handling my claim. A claims adjuster, a person professionally trained to assess the damage to your property, did not visit us. We did not receive a "proof of loss" form to fill out and were denied a copy of the filed claim by the company. Our insurance agent (third party) contacted PSI on our behalf after the accident and we have no clue what paperwork was filled. The claim was denied on the same day it was filed without the plumber's written report which contained important information relating to the overflow.
They are denying my claim on the basis of the provision that "water backed up from a sewer or drain" and from multiple fixtures in the house. The water only overflowed from the standing master bathroom shower and no other fixture in the entire home. The rest of the plumbing system in the house including bathrooms, kitchen and outside the home premises were working perfectly. There was a no backup on and off my home premises.
As an average consumer, what am I do if my insurance company denies my claim? You can file a consumer complaint form with the California Board of Insurance. It's a simple online process, where you create an account and upload all the necessary documents. If your case is valid a case representative will be assigned to your case and will follow up with your insurance company. California Board of Insurance main goal is to protect consumer rights and can hold companies accountable. My case is currently open and I am hoping that they hold PSI accountable.
You can file a complaint with NBC Bay Area consumer complaint and Michael Finney Contact 7 on your side. I have received a response from NBC asking for further correspondence relating to my case. Social media links like Linkedin, Facebook, and other blogging websites can be used to voice your story. A letter of complaint can be filed with the senior management of your insurance company. Public adjusters can help you with your claim, however only show interest if the damage amount is high. I spoke to several public adjusters and insurance agents during my research phase who advised me that our claim was being denied on the wrong basis. An inexpensive legal way to resolve your claim would be filing a complaint against the company in the Small claims court, where lawsuits can be filed by individuals for $10,000 or less, and where no one is allowed to have a lawyer.
I would not recommend Pacific Specialty to any Bay Area consumer after my experience with this Palo Alto based company. Company performance and comparison date from the California Board of Insurance shows that they received 117 complaints in 2015 and 144 in 2014. Their complaint ratio is about 3 times higher than the industry average. Throughout our claim process, PSI has shown bad faith and poor business practices.
It's very important for the consumer to do research on insurance company records prior to trusting their homes and car coverage in their hands. Companies like Pacific Specialty do not care about their consumers and families. For them it's all about reducing the cost of doing business. As homeowners, we rely on our insurance companies to stand by us and provide coverage against sudden accidents. It's unacceptable for insurance companies to deny claims wrongly and stick the consumer with the bill.
Had a felony break in to my house and they denied the claim due to no broken glass. Did appeal and got nothing. Now going to file for lawsuit. This is the worst company I have ever had to deal with and feel bad for anyone that thinks they really have insurance after paying these crooks.
I had a motorcycle policy for approximately 17 months. On the second year of my policy, I was on a payment plan to pay 4 installments that were to be taken out of my bank account. Little did I know was when I received my new debit card, the numbers on the back had changed and they were not able to debit my account. Found this out just before cancellation and paid over the phone which should have paid my policy in full for the year. The customer service talked about auto renewal and I stated that I didn't need that. Nothing else was said. A few weeks later, received a new bill, requesting $17 and change and threatened cancellation for non-payment but no explanation of why. Called customer service and she could not give any explanation. She referred to the auditors.
A couple days later, my wife was contacted and told that because I stated that I did not want the auto renewal so, they added on a surcharge. (Why did they even ask when I made my payment??) My wife was told that we could fill out a form and reinstate the auto renewal to avoid the charge or pay. She opted to have customer service email the form. It was filled out and emailed back within an hour of receiving. We get a call a week later stating that our policy was canceled due to non-payment and that they did not receive the paperwork back in time. We sent it the same night we found out! Let the customer service know I was not happy and that it was their mistake. I didn't pursue it any further. Never had a claim, ticket or accident. If they can't handle basic customer service how are they going to handle something like an accident??
I bought insurance with this company and when my roommate rode my bike and got into an accident they refused to cover it saying that if a person lives at the same address as I do they have to be of 35 years of age or be registered on the policy. Their process to arrive at this decision took 8 weeks and I had to follow up with the agent every week - otherwise there was no communication from their end. I feel like I have been scammed and would not recommend this company for anyone. I am also not happy about SF Moto (an otherwise great dealership) recommending this company to me. It was my first bike and I had no idea that bogus insurance policies like mine exist. Not even sure it is compliant with state laws. Reporting them to the BBB.
I have been with Pacific Specialty for over 6 years. Now that I have a claim they want to give me the run around. My toilet had a small leak around the wax seal which in return soften the floor around it. It also stain the roof in the first floor. All of a sudden they have a clause that a leak has been going for more than a couple weeks it's not covered. Well how are we supposed to know it's leaking until it shows some signs. This can take some time due to the speed and amount of the leak. This is simply ridiculous and just another way for them not to pay. Unfortunately, I have paid a high premium for absolutely no reason at all. Just a waste of money. So if I were you I would stay away from this company at all cost!!!
As all companies do, there is minimum fees/deductibles that are to be paid in the event of a claim. To think that you are the only customer out of thousands that is having a claim is utterly ridiculous. Claims adjusters have many other policies to worry about, as do the other departments. I filed a claim & within a month's time or so it was resolved. Even though only partial coverage was offered (Due to the policy's parameters, I was not covered for a certain loss) & you have to understand they cannot just raise prices on you. They are reported to the department of insurance & they regulate that premium increases are valid.
You pay $900 a year & in 3 years you have 2 claims that in total payout over $10,000. Your monthly premium gets put into a pool of sort & in a event of claim. It is paid out of this pool, paid not just by you but ALL individuals insured by the company. When the state experiences a huge loss the company needs to refill the pool thus increased rates. This is the game of insurance. ALL companies carry minimum earned fees. If you are upset of the outcome it is because you did not understand your own policy. So next time read the policy guidelines, understand the agreement. PSIC actually has very competitive prices to what I have seen.
Worst customer service ever. Would not use! State Farm is 3rd of the price and so customer orientated!
Rain seeping into back door under laminate and causing the subfloor to soften and laminate floor to buckle. They denied my claim because it was rain instead of a leaked pipe that caused it. These people find any reason to deny your claim. We'll be changing. We also had a cooler leak into our ceiling. They fought me on this. Also only give us enough to put a band-aid on it instead of fixing it.
During Super Bowl week heavy rains came to the Phoenix area. Our roof leaked badly causing significant damage to the inside of the house. I called the 24 hour emergency line and they told me to call Service Master or Servpro. We called Servpro and they went to the condo to dry it out. The bill was 4000 dollars. Servpro submitted the bill to my obscurant company and the company has never followed up, with them. That was in February 2015. The company has since denied the whole claim telling me that I could not prove that the heavy rains caused the roof damage. But it certainly caused the damage inside the condo. Drywall, ceilings, laminate flooring all destroyed.
The insurance adjuster did tell me that had it been from snow load they would cover it. My point is that they told me to get Servpro to the house and I did but now they basically walked away. I would have travelled to Phoenix myself had they not told me that they had national accounts with Servpro and Service Master. That are a horrible company.
On Jan 21st 2015 my grandmother who is 90 years old and blind (and who has never been late on her full extended coverage insurance payments) had a party for her 90th birthday. That evening we discovered a leak in coming form the kitchen. Jan 22nd we contacted our insurance company and ** was our assigned claims agent. He was suppose to send us paperwork to sign. On Feb 1st 2015 we contacted him and told him we never got the paper work... He said he would send it right out...again on 2/7/15. 2/14/15 I contacted him again because I never got the paperwork. On 2/16/2015 the paperwork got here - I sent it back with all the necessary documents, He said he was paying the claim and would send a check out to her that day.
Since that time he has made several accusations and excuses of why the check has not come. He has cost us over $1000 in service repairmen from our pocket for leak detection, digging up a septic tank that proved not be the culprit and finally an independent inspector to put the bs to rest. That inspection was done and sent in on Feb 18th 2015. It's now March 6th 2015 and he's still bald-faced lying to me everyday telling me the check is in the mail... then I call when it doesn't show up and he gives me another stupid excuse of why it's not in the mail. I am seething my grandmother has been displaced and is deteriorating quickly. One of her cats has died and she is stuck in a hotel confined to her room due to her blindness. SO UNFAIR TO DO TO AN ELDERLY WOMAN WHO HAS ALWAYS PAID HER BILLS ON TIME. DO NOT USE THIS COMPANY.
I paid in advance for a year of motorcycle insurance. When I cancelled my insurance 10 months in because I had to sell my bike, I composed then faxed a letter to them requesting a refund for the difference which is what THEY said I had to do. I should have received +/- $33 back and instead received only $10.84. Not a huge financial deal but right is right and wrong is wrong. When I called for the difference, they said that $100 of the cost of the insurance is "non-refundable" and that costs were incurred to run my DMV check when I proved to them right off that I have a M1 license and have for a number of years now. The lady at PSI made sure she kept talking so I couldn't get a word in so after 5 minutes of listening to her drone on and on I just hung up and decided to blog them to let everyone else know what a shoddy business they are. DO NOT USE THIS COMPANY, THEY WILL BURN YOU FOR MONEY!!!
It will take me a book and half to go into full detail as to why you should stay clear of this company....but I will say that they are a FRAUD company. It has been over 3 years since we had a fire in our house to only (to this day) never once have been paid a single cent from them. After retaining an attorney and subpoena all of their records for our case, SEVERAL illegal situations on their part has proven that this company is nothing but a scam. Take all of these testimonies seriously and AVOID this company! You know it is a good case, when you have several attorneys begging you to take on this case!
My Allstate agent set me up with Pacific Specialty for insurance for a motorcycle I just bought. I trusted my agent to do me right. Got the quote and signed papers without even reading them (not smart). When I finally got paper work from them I was surprised at what little coverage they were offering for such a high price. Checked online with Geico and got a price five times cheaper. I am saving over $300 a year with Geico. Now I have been waiting for over a week for my refund from Pacific Specialty. It only took minutes for them to take my money! Make sure you do your homework and read everything before you sign. Also don't trust a agent just because you have been with them for years.
I PAID FOR A YEAR of motorcycle insurance… Three months later the DMV tells me my registration is suspended for lack of insurance. These creeps tell me that I needed to pay them more because they decided to change my policy without letting me know. THE CHANGE not only increased my rate by $350... It cost me $150 more in late fees and renewal fees at DMV. GEICO IS LOOKING BETTER AND BETTER. THESE PEOPLE SUCK. IMAGINE IF YOU GOT HURT OR FILED A CLAIM.
This company & I have had claims going on for 2 1/2 years with my filing a complaint with the Insurance Commission and the Contractors Board. PSIC hired a licensed contractor to UNDERBID my claims and issued checks per that contractors bid. I could not get anyone to repair the claims for the price I was paid so I phoned, emailed and faxed this same contractor to get in touch with me, advising him that the job was his for the amount that he quoted PSIC. No reply... I then filed a complaint against the contractor with the Contractors License Board, who dismissed at first but I then got in touch with the Chief of the Contractors Board in Sacramento, and he sent out an industrial specialist.
I received more monies after but it took more than one year to get an engineer out to properly access the water damages after PSIC OWN adjuster advised that it was needed. I have it in writing. The suggestion for the engineer was mentioned in May 2012 but it was not until April 23, 2013 before PSIC was forced to send out Rimkus Consulting Group, whose report denied my claims.
I was then forced to hire an engineer who disputed the Rimkus Report and PSIC again sent me a few dollars, but not enough to properly repair the damages. PSIC hired a company on 10/17/2012 to do an inventory of the water damaged items, and to this date they have not come up with a figure (today is 08/14/2014) as to what I will be paid for that.
I have called their office to speak with the president of the company, Michael McGraw and was told by Michael **, that "that's NOT going to happen." Fortunately I have not had too many dealings but this company should not be in business, they are corrupt and they have raised my policy premium by almost DOUBLE and yet refuse to be fair on paying a claim properly.
This has been the worst experience of my life since I lost my husband of 38 years three years ago. I caution everyone to please google "Complaints filed against Pacific Specialty Insurance Company" before you decide to insurance ANYTHING with them. The minute you submit a claim, they ignore you and I have begged to please close out my claims and yet they are still working on an inventory list that they have known about since 10/17/2014 and today the claims examiner claimed that she has not received a first class letter with a return address that I mailed off 3 weeks ago and their last 4 emails just "Bounce" back because they expect you to resend it and eventually just hope that you will give up and go away with the all the frustrations they create with their non professional tactics.
I have dealt with at least 5-7 claims examiners and after reading all the complaints, I see I am NOT an isolated case. I wish I had googled them to begin with, but the broker who referred PSIC to me told me they had a good rating.... Of course they have a good rating... It's because they defraud their customers....Most of them just give up....My next step....?
I have had several positive experiences with Pacific Specialty Insurance. They aren't nearly as bad as these reviews show them to be. When the hail storm hit, the claim was paid. It was as simple as that. I have several neighbors who were not happy with their insurance companies, and they had the "name brands" with all the TV commercials.
I was involved in two accidents in one day on my way back to work from lunch. I hit something on the freeway while looking back to make a lane change. It was unavoidable. I don't even know what it was but when i hit it, both of my saddle bags fell off and my muffler cracked and the collector. I called my insurance and placed a claim. I had a master tech at work weld the pipe back up so i could ride the bike home after work. I didn't fall off and there was no injury. Later on the way home i was lane sharing at 10-15 mph and i was going past a little toyota corolla, when a semi truck came over the white lines into my lane and his trailer hit the right side of my fairing and pushed my left side of the fairing into the side view mirror of the car, and it forced me to turn my bars to the left, and i went down on my left side.
Pacific specialty says cause i have no eyewitness to prove my story, that i made it up, and that they don't have to cover me because i made up the story. I've had to pay hospital bills and to get my bike back on the road out of pocket.
In April 2014 I filed a claim of water leakage and an adjuster was called out. He was shown everything from wet carpet, walls and tile coming off. I soon received a letter stating claim under my deductible. It seems they decided to omit/deny the shower pan leak saying it was 2 separate claims. I was furious and have been fighting ever since even involving the state board of insurance. Seems they weren't given all the facts. They finally sent out another adjuster to meet with the contractor. They both agreed that it was a shower pan leakage. You would think that would be it. Nope. Now they want to send out water leak detection company. My next step is attorney because they aren't getting away with this. STAY AWAY FROM THEM.
RUN AWAY FROM THIS COMPANY NOW >>> I live in Colorado but, ended up needing to have this "company" insure me.... What a JOKE! They required a $35 "inspection fee" for each house AND each time there was a change in policy. This person they hired to come out required I get a fireplace inspection when the house had NO FIREPLACE!! It took a month to correct THAT! So finally, they got it right.... THEN, we had a hail storm. :-( I had a claim. And it has taken 4 phone calls leaving messages over 2 weeks to get them to tell me: "Oh, we had some questions".
The "QUALITY DEPT" was holding things up. 2 weeks ago, they told me all was OK. I asked why they could not call me. NO ANSWER. All they had was 2 people answering calls for claims... Still NO ACTION on this claim! IN COMPARISON... I had a claim with USAA for the same storm on the roof for the house next door... I had a check WITHIN A WEEK! RUN AWAY FROM THIS COMPANY NOW.
I filed a claim on March 24, 2014 for a burst water heater that flooded my garage and part of my kitchen. It took me two days to get in contact with a real person about my claim. Then they assigned my claim to Karen who is disrespectful and unprofessional. She told me that I cannot claim any property that was not mine. I am married with two kids and she implied that their property was not covered and suggested I take it off the claim. When I confronted her about that she had no response. She then accused me of taking property out of my home and deliberately placing it into the flood area so that she can deny all of my personal property claim. I have never been so offended and disrespected in my life. Who purposely destroys perfectly good items to get the bare minim from a scam artist insurance company
Meanwhile my house has holes in the wall from the water damage and floors are destroyed as well. Tomorrow will be three weeks and I have no answer about my claim or when anything will be paid. I am sure they are trying to find a way to deny my claim. I pay a lot for my insurance each year and do not deserve to be treated this way. My children do not deserve to come home to a house with holes cut through the wall and floors destroyed. This is why we have insurance so that we can protect ourselves from these types of problems but it's clear that Pacific Specialty goal is to take people money and never pay anyone's claim. How is this company still afloat. I will do all I can to let people know what kind of company this is and to stay far away from them. I even called my producer and told her I was disappointed for the suggestion and to make sure she send no one else to this horrible company. Just pay me my money so I can get on with my life.
Worst Experience Ever. I filed a claim on 2/10/14 for a leak in the ceiling that was just noticed ( For a house in HB). Claim adjuster, Patrick, advised me to get a leak detection company at the house to know the cause and duration of the leak. I quickly scheduled for the leak detection company to come to the house. The leak detection company couldn't detect the source of the leak; however, they told me that the duration of the leak was for approximately one month. They also mentioned that there was a SMALL area of mold so it needs a mold specialist to open the wall so that they can know the source of the leak.
I next tried to contact Patrick again but after 2 weeks of multiple back-forth phone messages with Patrick, he finally told me that because of the mold he needs to check with a supervisor. During this 2 week period, I tried multiple times to phone Patrick but was unable to contact him. When he would finally call back it was after business hours (after 5:00 PM) and he would leave a message stating that he tried to contact me. I would quickly call back to only get an answering service that the company was closed. He did this multiple times making me unable to contact him or the company. It seems he merely called me back at the end of the work day because he did not want to deal with me. His messages always stated still working on it. I found this customer service absolutely and utterly unacceptable. A customer should not have to leave 5 messages just to get a phone call after business hours.
After one month (3/10/14), Patrick told me that the claim was denied by the supervisor because there was mold. I understood that they would not cover mold removal but my policy covers damage repair and leak detection so I quickly called the supervisor to ask why that part of the claim was denied. I reached his supervisor (Carl) and explained the situation to him. I told him that I have spent one month dealing with this claim and the leak has still not been detected. Meanwhile, damage was progressing in my house due to the leak and now they are telling me that they will not cover leak detection or damages because there was a SMALL mold. Carl responded by SHOUTING, SCREAMING, INTIMIDATING, PATRONIZING and telling me that they will not cover anything because there was mold and not to call them again. I told him most of the damage happened because I was waiting for the response of the claim that didn't even detect the leak. He SCREAMED AT ME, "WHO TOLD YOU NOT TO REPAIR YOUR HOUSE!" I have never had a customer service experience like this.
I found Supervisor CARL to be unprofessional, rude, and slightly racist (I have an accent). I can't believe it took them over one month to respond to my claim, they were unresponsive to my daily messages, and they were extremely rude!!! I advise anyone thinking of joining this insurance company to run away as fast as possible. I will be taking legal action to cover my claim; they can expect my lawyer to contact them shortly.
Pacific Specialty Insurance Company Information
- Company Name:
- Pacific Specialty Insurance Company
- Company Type:
- Ticker Symbol:
- Year Founded:
- 3601 Haven Avenue
- Menlo Park
- Postal Code:
- United States
- (800) 303-5000
- (714) 998-3158