Unitrin Direct Auto Insurance

Unitrin Direct Auto Insurance

I was in a car accident and called Unitrin to file a claim. I got the claim

filed and was given my claims adjuster's name and number. During the time

my car was in repair I had called my adjuster with questions. She never

once called me back. It got to the point where I was calling every day and

she still never called me back. I finally get the claims check and it has

the wrong collision info on it. I called and spoke to someone other than my

claims adjuster as we have determined that she is incapable of answering the

phone and returning phone calls. The claims adjuster said that EIN matched

the company on the check. That it was not possible that they could have

mis-typed the info. So, I got that straightened out.

Now here is where the problem comes in.

I called to ask for my diminished value check. If you don't know this when

you get into a car accident you are legally entitled to a check for the

diminished value of your car. Insurance companies will not tell you about

it you have to ask for it. GA is one of 3 states that has a law stating

that if the policyowner is at fault for the accident they are still entitled

to the diminished value check...see state farm vs mabry.

So, I called unitrin and spoke to a claims supervisor about my check and he

was all like I have to do some research and see if you qualify. Now I had

already done all the research prior to my calling him so I know I qualify.

My car was new it was a 2007, had low mileage and had structural damage,

which added up to $9000. You don't qualify any better than that. So, I

tried to explain that to him and he said he would have to call me back. 6

days later I had not heard from him. I called and left him a message two

days in a row and he still did not call me back. I finally called and asked

for a supervisor. I got a different one this time. He checked my policy

and said I had exclusions including a diminished value exclusion.

Now here is where the BIG problem is. I have checked my policy it does not

say anything at all about exclusions. I have copies of the 2 pages I signed

and there is nothing about an exclusion anywhere. I went online and checked

the policy online. They have section called documents. It lists all the

documents and whether or not the have mailed them out to you. There were

like 12 of them. Guess how many they had mailed to me 3 of them. Clearly

marked with a yes we have mailed it to the policy owner. The exclusions

page was NOT one of the one's they mailed to me.

I do not encourage anyone to go with this company. I went with them because

I was going to save $60 a month but they don't have customer service. They

have customer dis-service. They also have a class action lawsuit filed

against them in 1999 for guess what not paying diminished value claims.

I am filing a complaint with the BBB, The insurance commissioner and talking

to a lawyer based on breach of contract.

So, do your research on the company before you switch to one that is

advertising a lower rate. Clearly, it is not worth it for me.