Friday 26th of January 2018 05:24:53 PM
Esurance promises you a "seamless online and MOBILE experience to help take the hassle out of insurance" which is false! I've had a policy with them since 2015. I trusted Esurance to insure my first home as a first home-buyer. I filed my first claim in 2016 for hail damage. I had a contractor/friend tell me he seen hail damage to my gutters, which made him think I should have someone come out from my insurance company to access. I called; an adjuster came out and found nothing! (Mind you, they came to my correct address-Primary Residence.) In the meantime, I requested for my email address and mailing address to be updated. Esurance showed my previous address as my mailing address, although I never had any policies with them through my previous home. They never updated it.Fast forwarding to now, June 16, 2017, Bellevue NE experienced a EF2 tornado and I had significant damage to my home. I called Saturday, June 17, 2017 to file a claim. I was told I had to "itemize" every piece of chicken, package of ribs, etc. that I threw out of my freezer (located in my garage) because we were out of power for 2.5 days and other folks in my area 4 days. I still haven't received payment for my food. My parents have USAA. They immediately deposited the money for food during their initial conversation. The insurance lady, Stacey, was very sweet and empathetic to the natural disaster we experienced. On Monday, June 19, I asked Stacey to review my policy with me because I have 4-5 holes in my roof and over 120+ damaged shingles. She explained in January 2017, my policy was changed, REMOVING, the RCV (extended roof coverage).My initial thoughts were, "Who removed this?" Later, it was found that Esurance did because of the age of my roof. It was 10 yrs old. To notify me of this policy change, Esurance emailed me on the INCORRECT email address, then sent hard copies of this information to the INCORRECT address. The mail was returned back to them: INVALID ADDRESS! In the notes, it also says, "DID NOT CALL THE CUSTOMER" even after they received and NOTED my account of the returned mail with the important policy change to the incorrect address.The employee Justin (policy worker) ** advised me Esurance is a online web based company and I am responsible for updating them with my address. Although, my address NEVER changed!?? I never had them cover my rental. That insurance was through USAA. I asked Justin, "Do you guys not have an audit team? Someone who reviews to see why documents were returned, why does her policy show a different address to be insured but her mailing address doesn't change? Or better yet, CALL HER???" I took this information as, "Sorry that you're the paying customer, and that you have holes in your roof, paid your premium in advance-through 2018, but it's still not our fault!" As the paying customer, who assumed that I had the initial coverage that I signed up for in 2015. I am now, getting ready to pay thousands of dollars, due to a mishap, gap, and awesome customer service by Esurance.Justin made a point to tell me, "We are an online based company; we do not have to call you! We communicate through email!" So, if you're a Esurance customer, CHANGES will be made, as they see fit to your policy. They will NOT call you because they "assume" your email address is correct and valid. Even if they receive RETURN mail, they assume you will log in and see the policy changes because you should (assume) pay attention to everything, even when it NEVER reaches you. It will be your fault when a tornado comes and rips shingles, manipulate shingles, lifts nails and puts holes in your roof. YOU will come out thousands of dollars on the behalf of your insurance company not upholding their part of the bargain.I've since spoken with Esurance 4-5 times, and every time I speak to them, they say, "I will update your email address." I'm sure it's not. I'm sure the incorrect address is still showing and when another issue happens, it will be my fault again. I would highly suggest you pay a higher premium at a different insurance company to ensure you get proper coverage, good customer service, rest assurance and peace of mind. Do not use Esurance, AllState, or any other insurance company with lower premiums. As a new homeowner, you will be screwed and all responsibility will be lifted off of them and put on you.