[Pairadocs]

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 ?

[golfing eagles]

Originally Posted by Pairadocs

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

[CoachKandSportsguy]

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. .

[graciegirl]

Originally Posted by Pairadocs

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?

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.

[Investment Painting Contractors]

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.

[LeRoySmith]

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).

[graciegirl]

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.

[Pairadocs]

Originally Posted by golfing eagles

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

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.

[Pairadocs]

Originally Posted by Investment Painting Contractors

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.

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 !

[CarlR33]

Originally Posted by LeRoySmith

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).

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.

[mraines]

Originally Posted by Investment Painting Contractors

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.

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.

[bimmertl]

Originally Posted by graciegirl

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.

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

[Pugchief]

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.

[OrangeBlossomBaby]

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.

[Plinker]

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.