Wednesday 13th of March 2019 06:07:26 AM
I DO NOT recommend getting renters insurance from the company American Bankers Insurance Company of Florida located in Miami, FL. Like many reviews I read online, I did NOT choose this company. I am a member of AAA and AAA recommended the insurance company since they did not service my city for renters insurance. This will not be a brief review:My apartment was robbed in early October 2012. I called American Bankers Insurance and filed a claim. About two weeks later I received a call from what sounded like a teenage girl hired to make pointless phone calls. She told me that they received my claim, and I said Yes, I know because I filed the claim over the phone and it was have a confirmation number. I asked what my next step was and she told me to fill out a form that I should have received in the mail. I told her that I hadn't received it and she basically argued with me that I should have it by now.I was getting frustrated and she started getting very snippy with me. I flat out asked, "What is the point of this phone call? All you are telling me is to fill out a form that I will receive in the mail that will come with a letter and directions. She said, "Do you want to know your adjuster's name or not?!" Why didn't she offer this information in the first place? Why did they hire a teenager to make calls regarding important insurance claims?We got the claim form in the mail about 2 weeks after the robbery. The directions were pretty clear that anything not in our police report would not be covered. Also, we were expected to have receipts and pictures of all the items. I understand this to a point to limit fraud, but it is impossible to find proof of purchase for a lot of things in your house. We submitted the insurance claim packet in late October. The same snippy teenage girl called me to tell me they had received our packet and the claim would be processed within two weeks. Incidentally, this was an outright lie.Weeks and weeks went by. I called the assigned adjuster Renee ** several times and she never answered her phone. I left two separate voicemail messages with her and she never called me back. I called the 800 number twice to contact her indirectly through a customer service rep. One rep told me he emailed her about my claim and that she would respond within 48 hours. The second rep put me on hold and said that he called her, spoke with her, and that she would call me by the end of the week. The adjuster NEVER called me back. Also, both customer service reps, after looking at my claim info, said "That's weird; you filed your claim a while ago."Soon after the first of the year I received a check and a letter for my claim. Repeat: IT TOOK 2 MONTHS TO RECEIVE AN INITIAL CHECK. The check was for about $1000 less than the value of the stolen items. First off, the company refused to cover software on my stolen computers. The reason listed was, "Can be transferred to a new laptop." Really??? Explain how I am supposed to contact Microsoft and get another copy when the license was for a one-time installation with a now expired access code. Even if I could get another download for free, I would like the adjuster to explain how to run older software on the new computer. I had about $350 worth of software that I will now have to repurchase.Now for the worst part of my claim I paid extra each year on my insurance premium so that my policy has replacement coverage instead of market value. The insurance company went ahead and depreciated most of the items. From what I can tell, there is absolutely no consistency with the depreciation rates. It all looks pretty arbitrary. In addition, I don't know why the form required us to value each item because the adjuster simply made up her own replacement costs based on random prices she apparently found on Walmart's website. Really? Walmart is the industry standard for insurance companies?For one TV the depreciation rate is 20%, for another it is 10%. For a Wii console there was no depreciation but the supposed replacement cost has magically dropped $30. Did the adjuster use a Christmas promotional price? The video games claimed were all given an equal depreciation rate of 50%. Apparently the adjuster has never purchased a used video game. A game made by Nintendo that retails for $50 can sell used for $40-45 years after the release date. That makes for a 10-20% depreciation rate. One laptop has a depreciation rate of 20% and another of 25%. Other electronics we claimed have 0%. Seriously, there was no rhyme or reason to the summary sheet the insurance company sent me.According to the letter, and this is incredibly vague, if I buy EXACT items I can send in the new receipts and receive another check for the depreciated deductions. But as I mentioned, the letter is not clear about this. In addition, the robbery was 3 months ago. Since I didn't expect to have to provide proof of new purchases I didn't buy an exact replica of the laptop I owned. The price of my previous laptop was about $740, and this is about what I spend on a new one. The adjuster was nice enough (sarcasm intended) to give my laptop a replacement value of $400 and then depreciate it a further 20%. Thanks, I'm sure glad I paid extra each year for replacement coverage.Now for the worst part of my insurance claim: repeat this was the WORST part. I made many calls to get ahold of the adjuster's boss. The customer service reps attempted to give me the runaround, but I was persistent and final got ahold of him in February. His name is Oraefo **. He was the most manipulative and frustrating person I have ever spoke to. I explained the remaining issue with my claim that fact that it was absolutely ridiculous I was required to purchase identical items and send in the receipts in order to get another check for the depreciated values. This was an amount of about $1,000.This guy was so welled trained by his company. He was trying really hard to confuse me and make me so angry that I would simply hang up the phone. He kept saying, "Sir, what you're saying doesn't make sense" and "Sir, can you re-explain your issue you're not being clear?" and "Sir, I still don't understand why you are upset." He was like, "Look, all you need to do is repurchase identical items. You send us a receipt and we will send you a check for each item. You have 12 months since you filed the claim to purchase all your items."Two problems with this: (1) I filed the claim in October and it was currently February and (2) it was absolutely ridiculous to have someone filling out a form and sending in a receipt for each and every new item purchased. Also, WHY do I need to purchase identical item??? Answer: this company is using an unethical procedure to frustrate customers into simply giving up by letting Assurant keep money rightly owed to customers making a claim. I argued with Oraefo ** for about an hour. He abruptly stopped and said, "Okay fine, you will receive a check within the next few business days." He stated this in a tone that made it sound like he was appeasing an unreasonable customer complaint.In short, I'm going to call AAA and complain about American Bankers Insurance Company of Florida located in Miami, FL. I want it to go on record with AAA that the customer service was not only nonexistent, but that the processed claim was arbitrarily completed. I WILL NEVER DO BUSINESS WITH THIS COMPANY AGAIN.To summarize, I was robbed in October 2012 and made a claim. Through a lot of hassle and little contact from Assurant I received part of my claim in early January 2013. With much more hassle I finally received the remaining claim in mid-February. Filing an insurance claim should not be one of the worst experiences of someone's life.