Complaint Review: Scott Family Insurance - Mary Scott - Allstate Insurance Company - Tempe Arizona

I bought a Renter's Insurance policy from Mary Scott's Allstate insurance agency in October 2008. At that time she asked if she could quote me an auto policy price. I agreed and we emailed back and forth and came up with acceptable coverages for less than I was paying. I specifically asked if I had Uninsured/Underinsured Motorist, Full Glass coverage and GAP insurance. She emailed me back and specifically stated that all of those were included in my policy she quoted me. She then went on to ask for my banking info and the lienholders on my vehicles so she could start the policy.

In November we switched a Chrysler Sebring for a Saturn Ion. At that time I couldn't get a response from Mary and I needed a new insurance card for the insurance company so I logged on to Allstate.com and took care of it myself. I didn't change anything in the policy at that time. Mary then emailed me asking if I wanted the new card sent to myself or the lienholder.

On May 25, 2009 I awoke to find my 2003 Expedition had been stolen from my driveway. I called the sheriff and reported it then called Allstate. The person taking the claims info informed me that I DID NOT have gap insurance that Mary Scott told me I had. Since it was Memorial Day the Scott Family insurance agency wasn't open so I emailed her. The next day I called and was told Mary was "in a meeting." She has evidently been "in a meeting" every day since then. I still haven't heard from her!!!!

Erin Pinpin was the person I dealt with at the office and I informed her that I had the email string where Mary told me I had Gap coverage. She asked me to send it to her and to "be patient" that they would work it out.

May 26, 2009 my truck was recovered from the desert totalle. June 1, 2009 I was told that they would pay $8543.61. My loan payoff is $13174.81 leaving a Gap of around $4600. $1000 of that is my deductible so I expected that Allstate would do the right thing and pay the $3600 that Gap insurance should have covered.

Eventually Erin Pinpin sent me an email with an attached letter from Mary Scott where she "apologized for the misunderstanding" that Allstate doesn't offer GAP insurance only "New Car Replacement" and my truck didn't qualify at the time I bought my policy. (She couldn't even email me herself!!!)

I filed a complaint with Allstate corporate. When they did their investigation they were told by Mary Scott that she didn't even know my vehicles had liens on them!!! She also claimed that she didn't tell me I had Gap insurance. And finally...Allstate told me I was responsible for reading the declarations page and verifying my coverage. I went back and looked and found that I never rec'd a declarations page...only the cards and the definitions of the different coverages...not what specific coverages I had.

Mary Scott is shady and underhanded. She also quoted me for a 100/300 policy but my actual coverages were 50/100!!! She doesn't give good customer service and is deceptive. She either doesn't know the products she is selling or is hoping they don't ever have a claim and find out she is ripping them off!!! Insurance Agents are licensed professionals and should be held accountable. She hasn't even responded to the BBB complaint!

I feel like Allstate or the Mary Scott Family insurance Agency should back the policy she TOLD me she was selling me. They say you are in good hands with Allstate....NOT! I am going back to Progressive.

Gerri

Queen Creek, Arizona

U.S.A.