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JIM “PAPPY” MOORE: Insurance Imbroglio

By Jim “Pappy” Moore

Imbroglio: 1. A difficult or intricate situation; an entanglement. 2. A confused or complicated disagreement.  3. A confused heap; a tangle.

I have had car insurance for sixty years, except for the time I was overseas in the U.S. Military. I have never had my car insurance lapse. It has always been current. I prefer paying an entire policy premium up front. I do not want to pay the premiums monthly. That costs more and it risks having a snafu where a policy can get canceled if they do not timely receive a payment. 

I am easy to write car insurance for. I don’t get tickets. I don’t have accidents. I don’t make claims. I pay upfront. For decades buying my auto insurance was easy, but all that changed in the past few years. I had a policy through an organization for senior citizens until I discovered the insurer they used was charging substantially more than most insurers. That sent me looking for a replacement insurer.

I ended up getting a new insurer of high visibility at a more reasonable rate. They really wanted to bundle my insurances and pushed that angle. I declined. Then every six months they kept bumping my rates. That went on for two years until they’d doubled their charges in just two years, with absolutely no claims, no tickets, no accidents on my part. I told them if they didn’t quote me a reasonable rate, I would replace them at the end of the policy. They dragged their feet. They didn’t get back to me. Talking to a real person was practically impossible. Gone was the salesman who had originally sold me the policy and who had done a good job of communication.

Frustrated, I went online and began looking. I ended up getting a variety of quotes, almost all of which fell in line with the insurer I was set on leaving. Then a major insurer offered me 20% less than the other major insurer was quoting me, so I took that. I paid. I booked it for the coming policy period. I told the original insurer I was replacing them.

Time passed. Then the insurer I had fired sent me a bill for a new policy period. I had not opted to keep their coverage. I had told them I had left them. I had a conversation with someone they had handling calls – someone with broken English in some foreign country.  The new bill was 13% higher than the actual quote the company had given me. 

I wrote them back, told them all of the above, and told them to assure me they were canceling the invoice sent to me. After much back and forth, they asked me to prove to them I had gotten new coverage on the rollover date, as I had represented. I did so, giving them copies of the new insurer’s proof of insurance. Even then I had to spent untold amounts of time in emails, texts, and voice communications. I can sum it up with the old saying we used in the military.  It was a cluster*something*.  All this because a major insurer cannot simply use AGENTS who efficiently sell insurance policies as they did for at least 50 years! All this in the name of making things more efficient by cutting out live persons, using foreign workers who can’t speak English, and relying on emails written by programs, not people. 

I have had discussions with friends who experience similar problems with insurance providers, satellite providers, cable providers, electricity providers, and internet providers. It seems they force you to run a gauntlet of emails, message centers and poorly speaking foreign agents to get anything changed. 

I finally told them not to communicate with me any way other than by email, to stop texting me, to stop calling me, and to get it right or I would be contacting the Texas Insurance Board. 

Copyright 2024, Jim “Pappy” Moore. All rights reserved.


1 Comment

  1. Dale on January 28, 2024 at 3:19 pm

    I am going to e-mail you my insurance carrier, a company I had never heard of, whose rates were more reasonable I thought. Also, I am going to relate a “customer service” story you might like, note the quotes!

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