When I called to enquire about a policy with eSurance I was very specific about my needs. I had recently moved to a state that requires specific documents from the insurance company in order to regsiter the vehicle. I asked the sales person about getting this form immediately and was assured that would not be a problem.
After I finished paying for the policy I called customer service as instructed to get the form I needed emailed to me. Customer service told me that they could not send me the form and it would take 3-5 business days to get it in the mail. I explained to them that this was not going to work so I need to cancel my 20-minute old policy so I can go with a company that can send me the form I need immediately.
I was told that in order to cancel my policy I would have to pay a fee of 6% of the yearly premium. I stated there was no way I was going to pay this when I was lied to about the form I need and I asked to speak with a supervisor. I got a supervisor on the phone who stated they would email me the form and then overnight the original to me so I would have it the next day.
I received an email from them with the form, I filled out my portion and sent it back. I then got an email saying it had been mailed to me regular postal mail. I replied stating what I was told was going to happen and this was not it. They emailed me the form but then ignored me about it being sent overnight. So I was lied to by the sales person AND customer service in the span of an hour after paying for my policy. They did not send the form overnight and I am still waiting for it to come in the mail.
When I looked at the form they sent me they had changed the information I filled out on it and it is no longer accurate. They changed my transmission type, they changed the vehicle weight and passenger limit. So now I can't even use the form I have because it's wrong. They also listed the wrong company as my former insurer. I have emailed them twice about this and have not gotten a response.
I was told Massachusetts has a law stating I have 3 days to cancel anything if I am disatisfied and yet the company will not work with me. This is the worst experience I have ever had with an insurance compnany in my life and would not reccomed them to anyone. I don't even want to do business with them but it appears I am trapped in a policy I don't want with a terrible company.
FloridaNative
Palm Beach Gardens,#2Consumer Comment
Fri, July 04, 2014
They can't change your form - it's fraud. First check to make sure that the VIN is correct on the form. They may have input a different number and come up with an entirely different vehicle. If the VIN is correct and they changed the other information per your complaint, I would contact the insurance commissioner. Good luck in getting your policy cancelled so you can get with a decent company.