I was hit, head on, last week July 30th). The other person started to turn in front of me. She was ticketed and the police report said it was her fault. She even admitted to the police that she was turning in front of me. Then why is Esurance treating me like I am trying to defraud them. They won't pay the rental car. They don't return half of my calls. They told me it was my responsibility to contact the other insurance company. After asking her what was the point of having insurance if you aren't going to do your job, she called the other company. They tried talking me into paying for the car, then going after the other insurance company for reimbursement. I have already been switched to another representative, who also doesn't return calls. I tried to call a supervisor, but when I dialed 0 on their phone tree, it said the operator wasn't available. After multiple calls, it seems like someone mistakenly answered the phone. I asked for a supervisor, and she wouldn't connect me with one. I tried being nice at first and got nowhere. After being extremely nasty with them, they are starting to do their job. As soon as this accident is taken care of, I am switching companies.
This was all in week 1, we are now in week 3. I have still been getting the run around from them. I went for an evaluation for physical therapy. The receptionist told me it takes 2-3 days to get approval from the insurance company. After 8 days(August 18th), my wife left a very nasty message for them. Guess what, the next morning it was approved. That morning my claims adjuster called me and tried to give me the run around. After a few minutes of me calling her out on all the lies I was told, she tried to calm me down. That wasn't going to work. I told her "the company I paid to take care of me, was worthless" As she tried to interrupt me, I got louder. Finally I told her I was sick and tired of dealing with her, told her if she needed any more information, she could get it from my lawyer who would be getting in touch with her. Today (August 20th) I got an email stating the check for my deductible was on its way, and they are taking care of what they need to. As for the car, I took it to a repair facility that was certified by them. They told me they would not have to send an adjuster out, because they certified them. Well I got the repair quote on August 5th, but everything was held up. They decided to send an adjuster out anyway. My car is an '09 with almost 40,000 miles on it. The adjuster made the shop use aftermarket parts. We went to pick the car up today, it looked bad. The bumper didn't line up with the fender. There was a big gap between the new headlight assembly and the bumper and the hood didn't line up. The supervisor of the shop said aftermarket parts don't fit as well as the original. He also said for new models (1 calendar year) they use original parts. The adjuster changed it to aftermarket parts because of the mileage. We left the car to be repaired again. He is going to take it back into the shop on Monday and see what he can do. Of we are still not happy, he said he will enter another claim. To try to save $144.54 (the difference between the 1st estimate and the 2nd), the car looks bad, I will be in a rental for at least 3 more days (if they can adjust it to my satisfaction), if not longer and they will be spending more money. The worst part of the accident, wasn't the car getting damaged, it wasn't me getting injured and not being able to do much of anything, it was dealing with my own insurance company. I'm sure the stress isn't helping my injuries. They are nice to you as long as you don't need them. Why do I have to give them at least 1 star. DO NOT USE THEM. IF YOU STILL USE THEM AFTER THIS WARNING, I HOPE YOU NEVER HAVE AN ACCIDENT WITH THEM.
