Great, until you get into an accident - GEICO Direct
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I got into an accident two weeks ago as a result of being hit by a driver who had lost control of his vehicle. Since I have no rental insurance on my policy, I was without transportation due to the fact that the accident caused major damage to my truck. I attempted to get the insurance information of the other driver (which I could not get at the time of the accident since the other driver was taken away by an ambulance), but for days afterward the police had yet to get his information in their records. I called Geico for advice - I had not been in this situation before and was looking for information.
Unfortunately, no one I spoke with was willing to help me. I was told that the information of the other driver is not something Geico needs to know (I live in a no-fault state) and that they would not help me find it for my own records. Three days later (still with no transportation) I found out the other drivers name on my own and got his information in the local phone book.
Being unsure if it was considered appropriate for me to call him myself to find out his insurance information, I called Geico to seek advice. Again I was told that the other driver’s information was of no use to Geico. I could not get a straight answer for the simplest of questions.
I got the advice I needed from another insurance agency (Allstate, if you’re curious). They were very helpful on any questions I had. It bothers me that I’m not a client of theirs and they were more helpful in one phone call than in three days of trying to deal with Geico.
I called the other driver and was amazed to find out that his insurance company was also Geico. When I called Geico again and gave the other driver’s policy number I finally was allowed a rental car. When I asked why I wasn’t given the rental when it was first requested the customer service rep told me that I should have given Geico the other driver’s information right away. That is exactly what I was attempting to do, though no one at Geico was willing to help.
My fiancé is currently in the military. His regular address is in Maine. I live in New Hampshire and have been put on the policy since I will be keeping his car with me until he comes back. All contact about the policy should be handled by me until that time. When I was first put on the policy my fiancé called and explained the situation and gave my address and phone number. Yet still every time I have had to call Geico (and that is numerous times in the past week) I have to explain the situation to each representative and give all my information over again.
I wrote an email (since speaking to customer service on the phone was going nowhere) and asked why this whole situation has been so difficult. Today I received a phone call by a representative in response to my letter telling me that she had found out that the other driver was also covered by Geico and she was ready to set up my rental car. Not only was I bothered by this because, again, their records are obviously not well kept, but because, had I not taken matters into my own hands and called the other driver myself, I would have been without transportation for two weeks.
I find this all extremely unacceptable and will be switching to another company as soon as my policy expires. Paying a bit less per year is not worth the trouble of dealing with such an unorganized and unhelpful company.
UPDATE! After many months of frustration of still trying to get Geico to acknowledge MY existance instead of just my husband’s, and having no luck at it, as well as dealing with the frustration of customer ’service’, I took the advice of those who commented on this review (thank you!) and switched to USAA. See my review “What every company should strive to be” for more on that. I recommend anyone having trouble with Geico to switch immediately. Believe me, its not worth the hassle.
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