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In Reply to: Poor claims handling at Safeco posted by Mark on August 05, 2004 at 06:00:50:
: Let me warn you that I may have a biased point of view of Safeco Insurance as I am filing a claim against them.
: One evening, as I was waiting to exit a parking lot the young teenage girl in front of me backed into my car. This was a low velocity crunch, no one was injured, and my car was disfigured but drive-able. The girl's father acknowledged that the girl was at fault and gave me their insurance info.
: So I contacted the girl's insurance company and opened a claim. The claims adjuster got in touch with me on a Monday following the Friday accident. I then scheduled a visit to a company rep for an estimate on damages. After the rep took pictures and estimated the damage, he mentioned that there was no "pay code" as the claims adjuster had not finished her work.
: During the call from the adjuster, I gave her the contact information for the girl's father (I also mentioned that the girl can be contacted by cell phone). I also gave the adjuster contact info for a witness.
: It is now a couple of weeks later. After calling Safeco's customer service (now daily), I've been repeatedly told that the claims adjuster is unable to contact the other driver and waiting for a call back. In the time that I've tried to contact the claims adjuster, I have never gotten through to her and the adjuster has returned my call only twice (the 2nd time after I escalated the issue to her manager). So I can understand why the girl hasn't been able to get in touch with the claims adjuster.
: I'll try to add an update when it occurs, but the best that I can assume is that the claims adjuster is overworked and unable to pro-actively get in touch with this teenage girl (from my experience with trying getting in touch with my own teenage daughter, you have to be pro-active--you can't just wait for a call-back).
: Bottomline: Customer service is poor (from my point of view).
hopefully your experience with safeco was out of the ordinary.i had home and auto with them for years....a few car claims and one house fire and they were great.My independent agent convinced me to switch to travelers last year because of lower rates and i did so a bit reluctantly as the service had been so good with safeco trhough the years.dont get me wrong, i do dont shill for any insurance companies but i do appreciate people who seem to do their job...now if we want to bitch a little about health insurance, ill lead the choir.