Wawanesa General Insurance Company

Review: Unable to contact customer service claims or any other branch during listed business hours. Phone rings until dial tone despite company website listing hours of service.Desired Settlement: I will not continue to pay for services that do not exist. Furthermore I demand a refund in full for payments received by the company as such represented services are not renderable.

Business

Response:

Dear Mr. [redacted]:I am in receipt of your complaint to the Revdex.com sent to us April 14 regarding yourinability to contact us on April 11, 2015.First let me please offer my sincere apologies for our inability to answer and take your telephone call thefirst time you phoned us. I am in complete agreement that this type of service is unacceptable andneeds to be improved immediately. I have phoned and left several messages hoping to speak with youdirectly to apologize.Over that weekend, starting on Thursday afternoon, April 10, our local carrier, AT&T experienced a cutin a fiber line that provides service for our telephone and processing systems. This turned out to be amajor incident and turned out to take much longer to repair than anyone expected.Once the problem line was identified, we were told that they had no access to the manhole where it waslocated until after [redacted] on Saturday morning, the day you called. Our phone report shows that youcalled us several times between 9:34am and 9:55am and the phone just rang. Normally, our companymessaging would have been in place to route you to Customer Service for assistance.This turned out to be a larger problem than thought and took the weekend to repair. We did our bestwith the resources we had to advise our customers of the outage. A message was placed on our websiteand, if or when the phone line service was restored, a message explaining the current system issues.I see in the complaint information that you have a different address. I will make that address change toyour policy and send you confirmation.As for your desired settlement to refund all monies paid, please contact me to discuss. Refunding allmonies paid requires a cancellation of the policy back to its inception date of July 16, 2014. You haveadvised us that you have a lienholder on your vehicle and proof of insurance has been provided to them.Again Mr. [redacted], I sincerely apologize for not being able to meet and provide expected customerservice. Unfortunately, the circumstances were out of our control that day.Sincerely,[redacted] Customer Service ManagerWawanesa General Insurance Company

The truck tire popped on my wife while she was driving on the freeway recently. She was picking up our son from college a long distance away from home. This happened fairly early in the day (before noon). She contacted the company to help with changing a spare tire. The staff took way too long to arrive (at least an hour and a half), and when it turned out she did not have the tool to fix the spare and they didn't either, they were supposed to send a tow truck to take her and my sons to the nearest tire shop. They waited another couple of hours until a public highway tow truck that had passed by many times was forced to take them off the freeway because it was unsafe to remain there. She called up the company to let them know of their new location. She told them very specifically of their new whereabouts. After another few hours she called them up again, and the company told her they could not locate her. It eventually hit 6pm and still nothing. She had to call them up and tell them that all the local tire shops were closed and that towing them to a tire shop would be pointless by then since the shop wouldn't be able to help out that late.

My family ended up staying in a motel nearby and having to change their tires the next day. I filed a claim asking to be reimbursed for the costs of changing the tire and having to stay in a motel, since the costs were a direct consequence of their inability to help my family out in a timely manner. After weeks of waiting and terrible customer service, I finally asked again today. They replied by telling me that they were not responsible for the costs of the tire change or motel.

The fact that it took that long to get a reply over a measly $130 and still got a no from the company, despite being a loyal customer for many years, is ridiculous. I am immediately changing companies, as I do not want to deal with this type of incompetence. I hope the $130 were worth the long-time customer you just lost.

Honestly, Wawanesa has THE WORST CUSTOMER SERVICE LINE EVER!!! I have tried contacting them for 4 days now and only got a representative ONCE who actually tried transferring me to some other department where I was left on hold indefinitely. I seriously waited for over TWO hours and STILL, no one. WHY???? HOW CAN YOU POSSIBLY BE SOOOOOO BUSY?????? I've left MULTIPLE messages to receive a call back and NEVER RECEIVED a call back EVER. I am currently on hold and it has been 1 hour and 25 minutes as I'm typing this. WHY?????? Please shape up because I am leaving for good and I will tell EVERY ONE of my friends/family who have Wawanesa as their insurance company. This is just UNACCEPTABLE!!!