Report: #1083731

Complaint Review: Assurant

  • Submitted: Wed, September 11, 2013
  • Updated: Wed, September 11, 2013
  • Reported By: Ledetri — Houston Texas
  • Assurant
    PO Box 979220
    Miami, Florida

Assurant Assurant Specialty Property, American Bankers Insurance Company of Florida, Ranchers and Farmers Mut Horrible customer service, false promises, no feedback, no contact with adjuster Miami Florida

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On 08/08/2013, theft occurred at my apartment. The police were immediately contacted. I contacted the apartment leasing office and filed a claim with Assurant. All of the supporting documents for the theft were uploaded to their online site on 08/09/2013. I attempted to contact the assigned Claim Handler, Renee Rivera, several times and left voice messages to inquire as to whether any additional information was needed. Ms. Rivera never returned any of my calls with the exception of one in which she left a voice message stating that they were experiencing a high volume of claims and that it was taking 15 to 30 days to complete the claim once all documents were submitted. On 09/03/2013 I spoke with Ms. Rivera who assured me that the claim would be finalized at the latest on 09/09/2013. After not hearing from Ms. Rivera on 09/09/2013, I called her only to reach her voicemail. I spoke with a claims representative that informed me that nothing had been done on my claim. The claims representative expressed his apology and sent an email to claims management to contact me within 24 hours. No one ever contacted me. 09/10/2013, I spoke with Ms. Rivera's manager, Robert Shorthouse, who assured me once again that I would be contacted by Ms. Rivera because the poor level of customer service was not acceptable or tolerated. I still have not been contacted regarding my claim. I have called Ms. Rivera and left yet another voice message requesting that she contact me. Instead of calling me back, Ms. Rivera took the cowardly route and sent me an email stating, "I apologize for your frustration. As I explained to you when I received your documents our claims volume is higher than normal at the present time. I am doing everything to get to your claim as soon as possible. I have three claims ahead of yours to work so I will definitely be getting to your file this week. Once I have reviewed your claim I will get in contact with you." I replied and copied Mr. Shorthouse on the email with the following response, "You did not explain much of anything because I've been the one having to constantly call you. You left a voicemail on 08/21/2013 at 7:46PM CST after I had to basically hunted you down by leaving several voice messages and having other agents request that you return my call to find out was any additional information needed. At that time you left a message stating that you were experiencing a higher claim volume and that claims were taking 15-30 days from the date the all required documents were received. You even confirmed in the voice message that you received all of my required documents on 08/09/2013. 30 days from that date was Saturday 09/07/2013 which is why I was assured by you on 09/03/2013 that everything would be completed by Monday 09/09/2013. It has now been 34 days and you are still using that same excuse. A better practice would be to under promise and over deliver. Don't make promises that you cannot keep and then use the same excuse to try to validate it. I pay for coverage and when something tragic such as theft occurs, the last thing I want to be given is the runaround by my insurance provider. If that is the case, I can take my money and my business elsewhere. I will update the information provided with the claim submitted to the Better Business Bureau." Dealing with this claim handler and her management has been a nightmare from hell. The customer service agents are very nice but I cannot say the same about the claims department. I would not refer this company to my worst enemy.


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