Forgive me for venting
 

I probably should have waited a day or two before posting my experience, but I just called my "insurance agent" at The Villages Insurance Partners. The phone rang for some time, then auto hold came on. I expected that. I listened to 17 minutes of really irritating music, loud, strange, not your usual background music. Finally after 17 minutes what I thought was a receptionist came one, but no, just a human voice telling me how important they consider my call (yet strangely, nothing about staying on the line or how much longer the wait may be, but adding they are there for me 24/7. Again, strange message ?

I have been with them for years. Never heard from my agent since ! Never an annual call just to say "hello" and ask if I needed to reassess any policies, limits, etc. Have never encountered that with any other broker/agent/company, but thought, welcome to the new world of eliminate as much personal contact as possible. After another 7 minutes a receptionist answered. She asked why I called, said I would like to set up a person to person meeting with my agent, and explained since I've never had contact with him since, I was hoping she could look that up and give me his name. She didn't bother to cover her irritation that I did not have the information, but with a DEEP audible sigh, she said, well do you HAVE your policy number ? I told her I had my policy in hand, gave her the number, agent number (there was no name, only the agent number), address, etc. etc. She asked me to spell my name again. I did, slowly and distinctly. I do not have any speech or hearing impairments, and am used to giving such information slowly and clearly over the phone. Regardless of how many times I repeated it, she continues to confirm back adding a "P" to my name. I was very patient and just repeated, never said anything about how many times I had repeated it. She continued to tell me they have no record of me ( over 10 years their customer now. She continued to check and came back to ask my lot number. I gave it immediately. She checked on that and came back and said she'd found it. So I asked her to make the appointment, she VERY POINTEDLY ask me what I wanted to discuss with my agent ! I kept very calm and light but said, "well, actually there are several things I'm considering and it might get a bit too complicated to give an accurate synopsis on the phone, actually, that's why I called to get a sit down appointment."

This seemed to infuriate her, but I kept calm and friendly. She finally gave me an appointment, but was clearly "putout", perhaps over worked and there was a string of people on the phone "hold" system ? Then the real problem started. She asked for my phone number so they could call me if the agent had to change the appointment, etc. Understandable. But, I had to explain that I had just canceled my land line and was in the process of buying a new cell phone AND changing providers, so explained I was on my adult son's cell phone, but he would not be able to help her if she called him as he could not call me and relay the message. She went absolutely ballistic on me, as the teens say. HOW DO YOU EXPECT US TO GET A HOLD OF YOU if we need to, she actually she LOUDLY said into the phone. I said, well unfortunately for a day or two, you'll have to use email. Until I get the new phone activated, I am keeping my laptop on with my email up round the clock (reminded me of the career years...but I digress, LOL !) Another loud deep sigh, purposely not muted, and she said, is ____. gmail. com still your correct email address. I replied that no, I have never had a gmail address, and gave her my correct yahoo address I've probably had for 40 years ! Instead of saying just on civil word of, okay, thank you, "we must have entered it wrong", she very curtly said, "WELL that's what YOU gave us when you first became a customer." I assure you I have NEVER written down my email address on any form and added @gmail.com. But she became really angry then, asked ME if she should change it in their records. I said, "personally I would like to have it correct in the records, but I can't tell you how, or that you must change it." She said if I didn't tell HER what to do, she "was going to hang up" ! ! ! I said, I would like to have the email corrected in the records, NOTHING else, and she, HUNG UP ! I was left stunned. I am a very calm person, undemanding, and always understanding that people who work on the phone day after day do get so short tempered, but not having a phone for a few days, together with not being able to find my correct email, nor address, policy number, etc. just sent her into total explosion and a string of "you" messages, something I learned long ago should be avoided in conversations with clients; NO "YOU" didn't give us the correct information, YOU didn't spell your name correctly, YOU can't give us a phone number, YOU, YOU, YOU.
So now that I've vented on our Villages site, do I feel any better ? Not sure. Right now I am asking for RECOMMENDATIONS for an insurance agency that has offered you some civility, friendly communication, and where you don't feel punished for even being a customer. I'm not the entitled, demanding, type, but I really don't want any more of the attitude there. Who would others recommend ?

I would have gone right to that office and had a face to face “come to Jesus” discussion with her. And I’d bring a box of tissues since she would be in tears by the end of that conversation

Yikes! Sorry, though its could be an individual's bad day, but its unwarranted for sure.

I am now shopping independently as agents are not always needed with limited choices of insurers, as the options continue to dwindle.

I wonder if they ever do customer surveys, or exit emails, etc, I doubt it, and most likely they are understaffed for large events, just staffed for normal sales of new/existing customers. . large events would be policy cancellations and storm claims. . together.

When one of my bosses mentioned that corps manage by exception. . my lightbulb went on. . too many exceptions and stress goes up non linearly. . and systems/humans break. .

You are right. That was indeed unprofessional. BUT.............imagine the claims. Imagine how many calls are very similar to yours with of course your appropriate expectations. I have lost track of the dollar amount two major hurricanes in two weeks have caused Florida.

AND what is worse...ALL of our bills are gonna go up. I understand why, but it doesn't make it easier to accept. But I do know that insurance is NOT pie in the sky.....You know, like folks think of the Federal Government??? Somebody has got to pay and somebody who understands insurance has to answer the phone. I bet getting a private appointment with your rep was a major problem these days.

Mary and I have AAA. They have always been friendly over the phone and in person. We lost our roof and kitchen floor during Irma,
they handled the claim very efficiently. The claim was handled out of an office in Atlanta. The check was made out to me "Not the Roofer." No assignment of benefits, etc.

The world is changing and I have to say it's not for the better in many areas. I have finally decided to tell myself 'at least they have a job' when I run into this kind of performance. For a short time post-covid I let crumby performing workers get under my skin, now I just let it roll off and do what I can to impact their happy future.

I think unloading on this dipshot in person would be the most enjoyable response but a report to their management would probably net the best result. Rough life lessons help mold better people (as long as big brother doesn't step in and rescue every entitled person).

OH. I didn't read the part where she hung up. Still.......just what you wrote is a very long post. I can imagine how carefully you explained to her whose ears are probably frazzled.

I still feel very sorry for you....................and for her.

I understand, I think many would do the same. I'm not that "brave", if you want to call it brave, better word would be confrontational, but sure understand the urge ! I just want to break my customer relations with them, find a new broker/agent. Their whole way of working has always been a bit unfriendly to me since the beginning, but my agent was pleasant, just not much on follow up customer relations.

Thank you for recommendation. I know you can run into these kind of ego inflated people at any business, I try to just laugh (inside) and move on. But I'd really like to find a new company and agent. I will look into AAA. Never had a claim in my entire life, but really comforting to know AAA was so responsive. Totally agree about NO ASSIGNMENT !

Yes (the world is changing), and personal human contact (which most in the villages seem to want) is a dying thing as most stuff is handled via computer, text, etc. and with very little human interaction anymore. I find the human contact I do have is very different than yesterdays.

I agree. I have had them since I left The Villages insurance due to their high rates. I have filed two claims and been dealt with professionally and quickly. I am just hoping they continue to insure me and at a reasonable rate. Oh, I did not file a claim for my roof. I paid for my own.

Villages Insurance doesn't handle claims. They are a sales agent for multiple insurers and overall they are incompetent.

When we purchased in TV, someone (don't remember if it was friend, realtor, or Citizen's First closing agent) recommended The Villages Insurance after I found State Farm and Allstate to be outrageous. They found me a reasonably priced policy with a AAA rated company that I'd never heard of, and I had no issues until renewal. The price went up, not a huge amount, but enough to shop around. I had received a mail ad from an Allstate agent named TJ in Lake Mary claiming they could offer a better price. I called, and she was very attentive, found me a much better deal from another AAA rated company I'd never heard of (this Allstate agent also acts as a broker for other insurance companies). I received consistent text updates from her during the enrolling process, and she gave me her personal cell # to reach out if I had any issues or concerns. Well, the issue was that The Villages Insurance never cancelled the previous policy in spite of acknowledging that they had received a cancelation request from my new broker, and they charged me for another year of the canceled policy. I texted TJ and she took care of the entire headache and got me a refund, and kept me apprised of the progress via text updates.

tl;dr Consider this a ***** review of TJ and her agency. Since every situation is unique, YMMV.

I'm an impatient person. I would've hung up before it got to 10 minutes, and then taken my golf cart down to their offices here in Spanish Springs. It's just a 5 minute drive.

Dump them. I did and found coverage for far less. The agent I spoke with at Villages Insurance told me they have too many policies and too few employees to check for lower prices when policies are renewed. In other words, they are useless. Call the insurance companies directly. While it took some time, it was well worth it. Every agent I spoke with was very courteous.

Homeowner Insurance Recommendations on Nextdoor Neighborhood
 

HH Insurance in St Pete got us a good policy at a fair price. Ours only went up $250 when we renewed.
CONTACT US
ADDRESS
3443 1st Ave NSt. Petersburg, FL 33713
PHONE
(727) 498-5551
(727) 601-0988
E-MAIL
sales@hhinsgroup.com
csr@hhinsgroup.com

--I am so grateful to those of you who recommended Blanchard Insurance! We've used The Villages Insurance since purchasing our home in 2016. Our car insurance was extremely high for my husband's older pick-up truck with insurance only for the other driver. Joe at Blanchard Insurance worked with us and now we'll be saving nearly $1,000 for the wo policies, and perhaps more when we get our homeowner's renewal. I'm SO glad I followed through and called!
--I worked with Joe Gadoury...407-788-8640. . Wonderful service! Blanchard insurance 999Douglas Ave. Altamonte Springs FL 32714 407-788-8640.

Self Inquiry:= via AMICA:
TRUE Insurance: 833-749-1599

This was a year ago, I too had to be called back by the Villages agent or person or whoever they assigned to my property insurance. I waited - no call. I call back to remind them I am waiting. A day or two later, I get a call from someone who has taken over my file from someone who used to handle it. Good. I explain that the premium is too high, please help me lower it. They ask me my priorities. I tell them and about how much I’d like to pay in premiums. The agent said she’d look around. Two days later I get a call, same person, she got my premium down (somewhat) with changes but with the same insurance company. They send it to me both email and post. I agree. It is done.

If you or almost any family member have ever served in the military you may qualify for USAA insurance (USAA.com, 800-531-8722). I have been with them for 50+ years and they have covered our auto, renters when we were overseas and homeowners insurance needs with a phone call or electronic communication. I do get frustrated with their ID verification process at times but every time I have checked with other companies about changing insurers they ask who I am currently with and when I reply USAA they politely end the call stating they can't beat their rates. Full disclosure , I haven't even tried other insurers for over five years.

No walk ins you have to have an appointment.

You should reach out to someone in authority in that office and find out if they record phone calls. If so, tell them the date and time and let them hear it for themselves.

We have used AAA for several years, very pleased.

I have State Farm on Warm Springs Road. Always friendly and very helpful.

They are a terrible agency and I stopped using them years ago. Go find a privately owned agency like Frank Slaughter Insurance or someone else. Even State Farm if you must.

I had an awful experience there as with about anything with "Villages" in the name. I appreciate all of the suggestions and will definitely try them next time.

USAA has been very pleasant to deal with & they have always responded quickly to my questions or reports. I’ve been with them for about ten years, 9.5 in another state. I have always had to call at least once a year - large company, so no assigned agent, different departments: car, homeowners, umbrella, claims, etc but they keep detailed notes re prior calls & were always very pleasant & paid immediately when I totaled my 18 day-old car.

Tried today with State Farm, on Warm Springs Avenue, and the response was that "For a house built in 2019, we can't write you a policy unless you have had a State Farm insurance policy previously anywhere else."

So, no go there. . . and the search continues. . .

You have a lot more patience than I. This person needs to find a new line of work ASAP and I would make it my mission to try to make her departure from her current employer a reality.

After hanging up the phone on me, my next stop would have been their office asking to speak to a manager, the broker, or anyone else in authority.

Like others in the forum have suggested, I recommend trying USAA.

I rarely give recommendations like this, but our insurance agent (Kim Levesque) is incredible. My neighbor was having problems and asked me for my agent. He loves her, too now. I have no connection with Kim (she's not a family, friend, business partner or anything like that) other than she's the best insurance agent I've ever had and I've gone through about 6-7 the last 35 years or so.

Kim covers both personal and commercial for us. She's independent (not tied to any company) and very smart. I've referred her to three other people and they've all told me what a great job she does. I couldn't agree more.

Kim Levesque
We Insure Group
813-489-4733
407-312-6996
877-677-4063 x7400

You will get poor service as long as you will put up with it. When Progressive cancelled our homeowner's insurance our Villages Insurance agent offered two recent startups that only sold in Florida. Instead I called State Farm (Kelly Matz, 4386 Warm Springs Ave, 352-661-3456) and worked with Wylene Parkman. I ended up also cancelling our auto policy and "bundled home and auto" and saved quite a lot over what I had been paying in the process.

Sadly, your experience isn't the first I have heard of, and not just The Villages Insurance. Their bank also has rude "customer service representatives."

Don’t understand why anybody still does business with the villages insurance. It has been my experience that when you go there they tell you what unknown Insurance company you can get your insurance with., You have no choice. You used to be able to walk in there - talk to any agent if you had questions or needed information. Now I guess the insurance agents that work for the villages have been elevated to queen status. You don’t need a middleman handling your insurance -try going to a company that you can deal with direct you’ll be a lot happier.

Get rid of The Villages Insurance. I had the same issue shopped around and I am saving over $1600 for the year. They were very nasty and had no knowledge how to treat people. I found goose head insurance in WILDWOOD. I am very happy with the customer service, this person at The Villages Insurance should be looking for another job

It was a zoo at the Sumter Landing office the other day as Progressive pulls out of FL. Our agent told us that it has been that way for months. Front desk needs more help. And stress management

I am lucky for having USAA my whole life. Excellent service, more than competitive pricing and coverages. And they inderstand treating the customer right, ALWAYS a thank you for your service and being a USAA customer for xx many years.
I did try Villages Insurance when we purchased here a month ago. They were tough to get an answer out of. And ended up being over $500 more annually.
Tried again yesterday, stopped in their office for golf cart insurance. The receptionist was nice enough. I asked her a simple question if she knew the ballpark price for full coverage, she did not.
I played the waiting game to speak to an agent. 15 minutes later I was in her office. First thing she asked for was my drivers license, which I was hesitant to give just for a quote, ut reluctantly handed over. I quickly asked the same ‘ballpark’ question, before she got to far. She came back with about $200 a year! Woah woah woah. I promptly asked for my license back, no need to go any further. She was actually reluctant to give my license back yet. Don’t you want me to check? Actually, no I don’t want you to check. You must insure a lot of golf carts. I have another quote from another company. And it’s a lot less than $200 a year. I don’t want to waste your time or mine. She still tried to talk me into getting a quote. No thanks, again, don’t want to waste anyone’s time. She kept pressing me. I had to get up and put my hand out, license please.
Never again…
My USAA quote BTW was $90 a year with excellent coverage. I asked about towing coverage, I don’t need it for the first year as that was included with my purchase. But at $10 a year, sure as hell beats the local Bronze package at $60 a year, for the same towing coverage.
It pays to check around.

The people who "sell" the policy and not the same people who "service" the policy. Honestly, give them a chance. Don't bother trying to have a "sit down" in the office, just leave your name and number (after the 27 minutes of holding) and someone will call you back with 24-hours. The two times that I have had to make policy alterations in the past three years have been great experiences. The person calling back is much more skilled then the person I first met with in the office. No, they are not your typical Insurance agency from your past life. They are just set up differently due to the volume they are trying to place, but I think the most skilled people at the company are the ones who "call back".

The world has changed……no more customer service. I waited online with Social Security for four (YES 4 hours) before I got to talk to anyone……unacceptable

Villages insurance positive experience
 

I have used the villages insurance for a few years and have been very pleased. They have always been responsive and found companies with lower rates when I requested Have found the customer service was excellent

why didn't you just go there? Villages Insurance, right?

How to Reply without QUOTING the original post
 

Hi all,
This post from the original person was quite LONG.

There is NO NEED to "quote" the original post when you reply.....It's actually quite annoying for anyone read and re-read the original post.

So.....If you do want to "quote" the original post, do this....
Look for the [quote] symbols and EDIT OUT ONLY the portion you are replying about....There are several good examples of replies in this thread that do that...

Thank you, put your recommendation on our list to check out office/agent in person. Good for you for not going for the "free" roof spoof. We also turned down, already felt like fool's going for the villages building upcharge for the highest quality 30 year shingles, now find everyone who has given us a bid has said, "your work in in remarkable shape for 16 years old, you really have a lot of life left in it yet !"

Definitely believe that's behind it. Also suspect it was the reason she went so ballistic on me when I was very careful to NOT hurt her feelings, but that I needed to talk to agent about some possible changes, additions, riders, etc. I think you hit it, she saw another possible customer leaving their brokerage completely.