• Report: #1159847

Complaint Review: Esurance

  • Submitted: Sun, July 06, 2014
  • Updated: Sun, July 06, 2014

  • Reported By: Attorney Doug — San Diego California
Nationwide USA

Esurance Auto Insurance- Allstate Insurance Criminal Claim Handling Practices Phoenix Nationwide

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Esurance has violated California's Insurance Code and California's Code of Regulations in both claims that I have submitted. They have stepped up their harassment by employing an attorney, Mary Childs, of Yoka & Smith, to pepper me with endless questions that have nothing to do with the actual claim or even resolution of the claim that I can no longer communicate with Esurance, which is a separate violation of the CCRs. I had to go to the extraordinary step of sending her a Bible in the hopes that she can find some peace through Jesus Christ. In fifteen years of practicing law, I have only run across one other attorney that was as equally as unstable, fractured and nonsensical as Mary Childs of Yoka & Smith.
However, Esurance's criminal actions do not stop with this claim because subsequent to the first claim filed another, collectible vehicle (1994 Porsche 968) was side-swiped by a hit & run driver. Esurance conducted an appraisal of the damage and determined that it was NOT a total loss and sent me a check for the repairs. However, Esurance reported the vehicle as a Total Loss vehicle, thereby branding my title as "salvage"!
First, Claim PHX-0088521, initially handled by Lynn Nguyen, out of Esurance's Phoenix Claims Office, who stated that I did not have "permissive use" coverage on the subject vehicle. Short back story, my friend borrowed my vehicle with my permission and was struck by another car. The other party contacted their insurance company, who, in turn, contacted Esurance, who, in turn, contacted me for a statement. It is imperative to note that I did not file a claim for damages with Esurance, even though I was fully covered, because it has been my experience, after "dealing" with insurance companies for nearly 15 years as an attorney, that it is less expensive, both financially and emotionally, to fix any damage to a vehicle yourself than to go through an insurance company. After Ms. Nguyen stated that I did not have permissive coverage, I stated that her analysis was incorrect and that I would like to speak to her supervisor. In addition, I conveyed to her that I was an attorney.
Magically, I had permissive use coverage. I spoke with her supervisor, Nicholas Fowler, and could not have been more offended. I repeatedly informed Mr. Fowler that I did not appreciate being talked to in such an offensive manner and, yet, he continued to be abusive. I was simply asking that my claim be handled by another claim office. It was at this time that I informed Mr. Fowler that I would be reporting their claim settlement practices to California's Department of Insurance. I feel it is important for our government agencies to be aware of criminal acts committed by Insurance companies.
It has been my experience that bad claim handling is systemic to the office involved. All most all national insurance companies have satellite offices that individually train their employees. Poor training leads to poor employees. Management sets goals for their employees and paying claims are not a goal of insurance companies.
The Phoenix claims office of Esurance is poorly trained, poorly managed and engaging in unfair, illegal settlement claim practices by initially denying a merited claim until an attorney is retained. After being transfer to Tom Del Corso, who was equally as rude as Nick Fowler, my claim was transferred to Kristen Echeverria. Then the harassment started with endless and worthless questions coming from Mary Childs of Yoka & Smith. These were not questions, but interrogatories that attorneys drafted and propounded on an opposing party (which I am most certainly not!), not questions that an agent, like an insurance agent, asks of their principal (me). It came to a point where I finally had to, literally, beg, Mary Childs to stop communicating with me because the harassment was too overbearing. Then came Claim EXP-0172072.
Claim EXP-0172072 - My 1994 Porsche 968 was side-swiped while parked on the street. Appraiser Kevin Jordan came out and could not have been more professional. Great guy and truly an asset for Esurance or any insurance company. The claim was passed to the "Total Loss" division for evaluation.
It was evaluated by Alex Koziol and determined NOT to be a Total Loss, as stated by Mr. Koziol to me on July 1, 2014. However, I CarFax report indicates that on June 20, 2014 the car was reported by Esurance as a total loss. The problem is exacerbated by the fact that: (1) I had the car sold on July 5, 2014 but the prospective buyer backed out of the deal when he ran the CarFax and; (2) as a total loss vehicle I will not be able to re-register the vehicle, which, the registration is due in two weeks. In sum, I have a vehicle I cannot drive, I cannot register and can only pay Esurance money to cover. Two claims and both claims resulting in multiple violations of California's Insurance Code and Code of Regulations governing insurance. I have personally witnessed some horrendous insurance company practices in nearly fifteen years of practicing law, but Esurance rates as one of the worst of all times. I will state that Esurance still cannot beat Crusader Insurance for the title of the worst insurance company of all times!
The owner of Crusader Insurance, Cary Cheldin, once sued California's Insurance Commissioner for publicly releasing the audit of Crusader Insurance's claim settlement practices! Crusader did not want the public to know that Crusader used the pawn shop value to determine the value of used items. The only time the public with encounter Crusader Insurance is when: (1) a tow company does damage to your car or; (2) you apartment catches fire. In those instances, you had better retain an attorney or familiarize yourself with Small Claims Court. Esurance and Crusader are the cut from the same cloth, in that, if you have a legitimate claim that should be paid, all you have is the right to go to Court because everything that they do will end up in litigation.
Do not walk, RUN as fast as you can from Esurance!! Do not let the low price, company jingle and endless advertising seduce you into buying insurance from Esurance because when it comes time to filing a claim, you will pay pay pay the difference in savings and more.

Most importantly, complain to your respective State's Department of Insurance about the claim settlement practices even if you do not know the specific laws that have been violated. If you have a bad claim experience with Esurance, let the Department of Insurance know about it and, over time, Esurance will be out of business.

This report was posted on Ripoff Report on 07/06/2014 07:56 AM and is a permanent record located here: http://www.ripoffreport.com/r/Esurance/nationwide/Esurance-Auto-Insurance-Allstate-Insurance-Criminal-Claim-Handling-Practices-Phoenix-Nat-1159847. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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