katherine's complaint:
January 21, 2013

Insurance Company: Farmers Insurance Group
Coverage Type: Auto/Boat/Motorcycle

• Underwriting - Refusal to Insure
• PolicyHolder Service - Inadequate Service
• PolicyHolder Service - Incompetent Employees
• PolicyHolder Service - Delays/No Response
• PolicyHolder Service - Abusive Service
• PolicyHolder Service - Inadequate Reimbursement
• Claim Handling - Fraud
• Claim Handling - Denial of Claim
• Marketing & Sales - Misleading Advertising
• Marketing & Sales - Misrepresentation
• General - I feel abused by this company

After spending almost $5,000 in cosmtic work to my 2000 Daewoo - I called my agent at Farmers Insurance, Gary E. Randow at 6720 Regents Blvd #220, University Place, Washington 98466 (253) 212-0431. and told him I wanted what ever it took to insure that my car would be covered in case of an accident. I also requested towing and car rental.

Instead all I got was compresensive and towing. No paper after this date states any additional items that I requested but my insurance went up from $80 to $93 a month.

I wa in a roll over on Jan 2 in which time the roof was crushed along with the front window glass and scraping on the side of the car. While still i the car I attempted to call my agent but all I got at 4:08 pm was to push this button and to push that button and I gave up. With the help of some young people we got my passenger door up and I crawled out.

Once out it was a while before I called again. In fact I had the old proof of insurance on me that expired in December and I agai called my insurance agwent to provide he proof that I was indeed insured and still got push this button and push that button and got so frustrated that the officer said I should hang up.

The next time I called the insurance agency was after 6 pm after the towing company had driven 5 miles to put my vehicle in a friends garage. The tow truck driver is a witness that even when pushing excessive amount of buttons - I still could get no where and cold and shivering in an empty house - I had to hang up.

The next day after 4 phone calls I managed to get ahold of the claims department and was informed that I had no collision isurance and they would not be covering the vehicle. I was furious and called 3 times to his office before they would put be through to him. He decided that the only thing I need was compenshive and towing and told me that they did not insure cars that were over 10 years old for collision. I asked him why he did not think I had the right to know that and he stated the thought did not cross his mind. I said I would have gone to another insurance company who would cover me and he said he did not think that was necessary.

Then he said that he had inherited me from a Brad Skramstad from Teniono, Washington and I was never a real customer for him/ I have sence learned that Brad is a front man for Craig so I in truth was Brad's customer in name only for accepting the payment and in truth my insurance agent was Cary all along.

The claims department claims he has no notes that I wanted collision, but when a non insurance person (40 years as a non insured motrist) says they want complete coverage then the agent has a duty to tell me why I can't be completely covered under their agency - this would give me the opportunity to go elsewhere - which they did not wish me to do.

If I had not been in the roll over on Jan. 2nd, 2013 I still would not have known I was not completely covered and every month I would have continued to pay the higher rate thinking that I was completelyt covered - which at least in my mind - is fraud.

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