Complaint Review: GEICO

I'm writing with a complaint about the coverage at Government Employees Insurance Company (GEICO) and the frustration it's causing me.

It's about my auto insurance policy. Doing business with GEICO auto insurance is just terrible. I was getting an online quote for my car on GEICO website and I couldn't find $15,000/30,000 Bodily Injury Liability coverage nor $5000 for Property Damage Liability coverage. The minimum listed on the website was BI:30/60, PD:10,000.

So I called up GEICO to purchase a policy of
BIL: 15/30 PDL: 5,000. NO UNINSURED OR UNDERINSURED MOTORIST AND NO UNINSURED MOTORIST PROPERTY DAMAGE.

Well I got these paperwork forms after a week saying put a checkmark on the "I decline UNINSURED.." and sign, date and send it back immediately. I saw they put me for BI: 30/60 and PD: 10,000. I couldn't find a place to correct my coverages so I called GEICO telling them this is not the coverage I purchased. They told me to write down my desired coverage at the bottom (below where I signed and
dated). so I did - I even highlighted for better visibility. And I mailed it immediately using the prepaid postage envelope provided, as I was told.

I waited about a week and a half, to see if my changes took place on the GEICO website. NOTHING HAS CHANGED - THEY ARE CHARGING ME ALMOST TWO-HUNDRED DOLLARS MORE THAN
WHAT THEY SAID THEY WOULD! So I called GEICO, and they said they didn't receive those papers from me yet so
just give them couple more days. That day I reviewed my coverages and told the rep I wanted BI: 15/30 (once again)and I want to increase my PDL to $25,000 over the phone. She said she made those two changes, but she can't change the declining of uninsured motorist and property damage for that by herself over the phone.

A couple days later, I received a mail which seemed like my permanent policy ID card with the wrong coverage. It had: BIL: 30/60 PDL: 25,000 UNI/UND MOT: 30/60 UNI PD: 3,500

So I called them again, telling them I received this "your policy has recently been changed according to your request" which containes NO CHANGES OF WHAT I
ASKED FOR EXCEPT FOR INCREASING MY PDL TO $25,000. The customer service rep took a nice 30 minutes just to give me an answer saying : I contacted the department
that processes those paperwork and they cannot find your paperwork. Would you complete the paperwork and fax it to us again?

So I did. I waited for the forms to come to my email, completed it exactly how I did last time, except that I increased my PDL to $25,000, and this time I was
going to fax AND mail it. On the cover sheet of the fax I even put "please acknowlege receipt of this fax through my email address provided above". Well, nothing came through my email so I called GEICO again. This time the rep said they DID receive the fax and I will be able to view my correct coverage online after 48 hours. I didn't feel it necessary to mail it again since they SAID they got the papers.


I waited 3 days and went online. STILL NO CHANGE!
So I called again, asking why the wrong coverage is still on my policy. They said it's not them who process those papers and asked me to wait a couple more days. She assured me that the changes will take place since they have the papers now. so I trusted GEICO, and made my FULL payment by phone that day for my desired coverage.


2 days later, I went online to see if any changes has been made and guess what?? they say I still have remaining balance of $129.52! I called them again and asked when will that website display that I don't have
any outstanding balance, and she said she can't get a hold of the department which handles the paperworks, but it will surely be changed according to how I want.
Then a few hours later, I got a message on my answering machine from that lady, saying that she contacted that department but they're saying they don't have my
papers and wanted me to do the paperwork AGAIN and fax it to them.


WHAT AM I SUPPOSE TO DO? TRAVEL TO ONE GEICO WEST
SAN DIEGO 92150-0909 AND TAKE A PICTURE OF ME GIVING THAT PAPER TO THEM OR WHAT?? HOW AM I SUPPOSE TO GET THAT PAPER TO YOU GUYS AND MAKE SURE YOU GUYS HAVE IT? WHY DID YOU SAY YOU RECEIVED MY FAX IN THE FIRST PLACE THEN? WHERE DID THOSE PAPERS GO??

So I am faxing those papers one last time AND mailing it also. Oh by the way, I called geico asking what assurance do I have that they'll receive it this time if I fax it again, and she was like "Well the only thing I
can recommend is to fax it to us again" not a single sorry or apology-I don't really care as long as they can get my coverages straight.


I honestly think GEICO is trying to rip me off by providing higher coverage I never asked for and pretending they didn't receive my papers for 30 days for
declining and adjusting those coverages, so that once the initial 30 days pass, they can legally be like "Oh~ we thought you wanted this coverage. well too bad, time is up for us to backdate your desired coverage~"


I am very upset with GEICO and I would stongly discourage my friends, family, my co-workers, or anybody I know to discontinue or never to enroll with GEICO.

michelle
lompoc, California
U.S.A.

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