I was in an accident September 9, 2012 with a car insured by American Heartland. The other driver was at fault and ticketed for improper lane usage. I filed paperwork September 18th with American Heartland and sent in report of Accident & claim, a witness statement, two estimates from local body shops and a police report. After playing phone tag with Juliette, I was informed that my claim was stalled since I failed to submit photos along with the claim. There is nothing in the paperwork showing I had to, but since the company is located 300 miles away from my house emailing them would take less time. So I emailed 9 pictures September 27 to the email address provided for estimates. That email was returned the next day with a failure notice. I tried again and that email was also returned.
A couple of weeks later, on October 12 I was informed that my pictures still had not arrived so I sent them again to the same address and by all appearances, the email was finally sent. When I called again to check the status, I was told my Darlene that my photos still had not been found. I emailed them directly to Darlene and received confirmation that she received the pictures. A week later, I attempted to contact Juliette who said that Darlene had not sent her the pictures. A week after that (Today) I called again to check the status. Today was the first time Juliette actually picked up her phone. She informed me that the claims technicians were still reviewing my claim and that she had spoken to my father yesterday. My dad is out of the country and has been for the past 4 days. He hasn't spoken with anyone. I called back and asked to speak with a supervisor. As usual, I was sent directly to voicemail to some guy. I left a message with him and haven't heard back yet. I'm not dealing with someone who lies to me, so I called my insurance company (American Family) and my car is being repaired on Monday. It took 5 minutes for American Family to deal with this. I'm looking forward to hearing back from American Heartland. I guess it's the insurance you get when no place else will. Horrible experience, horrible employees, and I can't wait until this is over. You wouldn't believe how many times I've had to listen to Sade while on hold with them.