Customer Review - Unitrin

Poor customer service

When evaluating Unitrin's insurance coverage, it's difficult to look beyond the poor communication and questionable customer service.

Unfortunately, I had to file a no-fault, total-loss claim with Unitrin Direct. Although they never disputed the validity of the claim and paid it eventually, weeks stretched into months as I tried to close the matter, and my assigned rep kept changing as each one either quit or was dismissed!

It was always difficult to get someone on the phone who was able to help with the claim. At one point, they spontaneously lowered the value of my claim with no explanation. Also, of course, my premium ballooned even though I wasn't at fault in the accident.

The final injury came when I called to update my personal information before relocating cross-country. The rep misreported my street address, thus misdirecting my final billing statement. I had always paid my six-month premiums in advance and in full, but somehow I wound up with an $80 surcharge around the time that I was arranging to get a new policy elsewhere.

With the billing statements going to the wrong place, this charge went to collection. Being unsuccessful in my attempts to resolve the issue on the phone, I paid the collection agency as soon as I learned of the charge. I then called Unitrin in the hope that they would at least cooperate with me about removing the collection from my credit report. Although I expected this to be a simple matter, I was shocked at how dismissive and callous Unitrin reps were in these conversations! They accepted no responsibility for the incorrect address, and provided no help in mitigating the problems it caused (not the least of which being the damage to my credit rating over a measly $80).

From that point forward, the Unitrin reps treated me like I was scum who got what he deserved. Evidently, Unitrin representatives see no irony in pairing "insurance" with "indifference". I couldn't imagine dealing with this company further, and switched to USAA at the first opportunity (a night and day difference!).