Reviews

The general is the most pathetic insurance company I have ever had to deal with. I work in the automotive industry so I do this daily. My personal car was hit by someone insured by The General on August 17, 2024. The car was declared a total loss. I was forced out of my rental car over a month ago and as of today, January 23, 2025, I still have not been paid for my car. I have been without a car for all these months. Their customer service is HORRIBLE!!!!!

Dear ***** *****: Thank you for contacting The General regarding your claim. It appears that a manager has communicated with you regarding your claim. Should you have any additional concerns, please contact the adjuster or manager at your earliest convenience. Kind regards, Claims Customer Concerns Response Team Claims Business Compliance 6000 American Parkway | Madison, WI 53783 | view map The General Insurance

On November 16, 2024 an uninsured motorist hit my car which I wasn't in yet when I ordered this insurance in March or April 2024. I asked for full coverage yet the agent signed me up for liability the amount that I was paying surely deemed for full coverage. Then they refused to pay for my car. This is a scam insurance company with no follow up. ****** or **** insurance is a much better company if you can't afford ******** or ***** ****. STAY AWAY FROM THE GENERAL they are crooks

Dear *** *******  We received your online review regarding the coverages applied to your 2013 ********* Spark. We determined your policy was purchased online without any Agent assistance, on May 21, 2024, and you chose only the state minimum limits of Liability Bodily Injury-Property Damage coverages. At no time during the policy term did you call to request Comprehensive/Collision coverages be added to the 2013 ********* Spark. As such, we cannot speak to your statement that an Agent error occurred or that you purchased a policy that included Physical Damage (Comprehensive/Collision) coverages. Specifically, during the online quote process, you were presented with a screen that specified the following coverages were “X Not Included” on the 2013 ********* Spark: “Rental Reimbursement, Comprehensive Deductible, Collision Deductible, Double Deductible Option, Custom Equipment, Towing & Labor”. You then placed a checkmark beside the statement “check this box to confirm the information on this page is correct” then clicked the “Confirm” button to affirm these coverage selections. Additionally, the application you signed electronically and the Declarations Page you received further affirmed the 2013 ********* Spark had “No Coverage” for Comprehensive/Collision coverages. Should you need further assistance or information, please contact our Customer Service Department at the number listed below. Sincerely, The Customer Concern Response Team The General® P.O. Box 305195 Nashville, TN 37230-5195 1.800.280.1466

They dropped my insurance and place it on my credit report that I owe them 121.90 and I never made a claim or was late

Dear *** ******, We have received your online review concerning the outstanding balance that was sent to a collection agency for recovery, which subsequently impacted your credit report. On April 15, 2024, we mailed you a Notice of Cancellation advising you that your policy would terminate at 12:01 AM on April 27, 2024, due to non-payment, if your monthly installment payment was not received. Since no payment received by the due date, your policy lapsed for non-payment, contrary to claim in your online review that it was ‘dropped.’ Following the termination of your policy due to non-payment, there was a valid outstanding balance of $167.37, not $121.90, for coverage provided up to the cancellation date of April 27, 2024. On May 19, 2024, we mailed you an invoice from our Collection Department advising that the outstanding balance of $167.37 was due immediately. This invoice stated, that if this balance remained unpaid, “we then have no recourse other than to turn this debt over to a collection agency, which could negatively impact your credit rating.” On January 9, 2025, you spoke to a member of our Customer Service Team, discussed the billing on your account and paid the outstanding balance of $167.37. Following this, we notified our Accounting Team to remove your account from collections. We appreciate your payment, your account with us now has a zero (0) balance. Should you need further assistance please contact our Customer Service Team at the number listed below. Sincerely, The Customer Concern Response Team The General® P.O. Box 305195 Nashville, TN 37230-5195 1.800.280.1466

The General fails to inform their customers very important information. Also I was lead to believe that my rental extension would be taken care of by the General. I called to verify with the General the extension, spoke with one of the Generals employee. She reassured me that she sent over an authorization to ********** car rental, that it's done electronically. While double checking with her making sure I was straight concerning the rental, she suggested that I call ********** on a 3 way call to verify they received the authorization to extend the rental. We Spoke to Nolin at ********** and Antoinette, the General employee asked if Nolin saw the authorization. He saw the authorization and the phone called ended. I was under the impression that the cost of the extended rental would be covered by the General. I would have never called if I knew I was paying out of pocket for the extra days. I was lead to believe everything was fine. And should of been informed that the cost would not be covered. And for that reason I feel as tho the General lacks good customer service along with being deceitful and intentionally uninformative. Being that I DID know my rental max, I would have turned it in if I knew I would be paying out of pocket and intentionally led to believe that I was completely covered from the lack of information not giving to me from Antoinette. She made feel like it would be covered being she sent over an authorization to **********. I feel like the General should fully inform customers better when it comes to certain issues. I'm not an employee so I'm not going to know the ends and outs of all things insurance.

Dear ***** *****: Thank you for contacting The General regarding your claim. It appears that the Manager has spoken with you regarding your claim. Should you have any additional concerns, please contact the adjuster or manager at your earliest convenience. Kind regards, Claims Customer Concerns Response Team Claims Business Compliance

The application process was easy to fill out. Got my answer quickly and had a fairly good rate compared to everybody else and considering the circumstances of having to change insurances I would recommend them to anyone as of this point.

Dear ***** ********, We have received your BBB Customer Review and want to thank you for taking the time out to share your experience with us. The General strives to provide excellent service to all our customers and is pleased to hear we have met your expectations. If you should need further assistance with your policy please feel free to reach out to our Customer Service Department at the number provided below. Sincerely, The Customer Concern Response Team The General® P.O. Box 305195 Nashville, TN 37230-5195 800.280.1466

Horrible Service!!! My accident occurred on 11/27/24 an here 1 month later I have yet to receive any communication from the company. I have called multiple times; almost daily for the last week and only get sent to voicemail. This is the 3rd time that the name of my adjuster has changed but it doesnt matter because none of them has returned my numerous calls including the supervisor. No one has been to see my car. I am a single mom that needs to be able to get to work and also transport my kids. This is a horrible way to treat people.

Dear ****** ******: Thank you for contacting The General regarding your claim. It appears that you spoke to the adjuster today regarding the next steps for your Property Damage claim. We sincerely apologize for any frustration you felt because of the handling and regret not providing you with an excellent customer service experience. Should you need anything additional, please do not hesitate to contact your adjuster or their manager. For your convenience, their contact information is listed below: Adjuster: Geovanni C******, 800-280-1466 ***** Manager: Diego P****, ************  Sincerely, Claims Customer Concerns Response Team Claims Business Compliance 6000 American Parkway | Madison, WI 53783 | view map The General Insurance, an AmFam Group Company

Extremely easy to use app. And very reasonable rates. The customer service is also extremely helpful with any questions you have.

Dear ***** *******, We have received your BBB Customer Review and want to thank you for taking the time out to share your experience with us. The General strives to provide excellent service to all our customers and is pleased to hear we have met your expectations. If you should need further assistance with your policy please feel free to reach out to our Customer Service Department at the number provided below. Sincerely, The Customer Concern Response Team The General® P.O. Box 305195 Nashville, TN 37230-5195 800.280.1466

The general offers unresolved billing issues without disclosing information to the client I have been billed incorrectly three times in 3 weeks I have emailed and called customer service with no result I would not recommend using the general Insurance.

Dear ******** **********, After reviewing your policy, it appears you spoke with a Customer Service Representative on December 17, 2024, at 11:24 AM CT and your issue was resolved. If you have any additional questions or concerns, please feel free to reach out to our Customer Service Department at the number provided below. Thank you, The Customer Concern Response Team The General® P.O. Box 305195 Nashville, TN 37230-5195 800.280.1466

The only reason the get 1 star is because Zero is not optional. Terrible Customer Service. Accident occurred 12/04/24. Today is 12/12/24, still haven't been able to speak to agent Nicole. When I call her extension it goes to voicemail repeatedly and say out of the office until a Monday Date in November and it Literally December right now. This service is terrible. They seem to want to exhaust the customer into submission so they will give up on the claim. This is literally the worst service ever experienced, and the car is nowhere near being repaired.

Dear ****** ******* ***  Thank you for your feedback regarding your claim with The General. The adjuster has attempted to contact you to discuss your claim. Should you wish to discuss your concerns, or have any questions you need assistance with, please contact us at your earliest convenience. Kind regards, Claims Customer Concerns Response Team Claims Business Compliance 6000 American Parkway | Madison, WI 53783 | view map The General Insurance, an AmFam Group Company

I have been getting the run around since my accident. I’m waiting on a letter of guarantee request to be sent to my car company. This insurance has dragged there feet and cost me even more money than anticipated. I’ve been hung up on multiple times. Transferred to voicemail boxes requesting codes, and Megan one of the total claims reps is absolutely unprofessional. I would love for the company to go through each recorded call to find the discrepancies. One person would be able to help the next person wouldn’t even want to be bothered. When I asked Megan to speak with another representative she told me she didn’t have to listen to me insult her. Which I wasn’t doing. I specifically had said another representative was being more helpful than she was. My call her began at 10:19 am on 11/27/24. After that phone call I feel confident in my decision that I will be going with a different insurance company

Dear ******* ********: Thank you for your feedback regarding your experience with The General. It appears that a manager has spoken with you regarding your claim. Should you have any additional concerns, please contact the adjuster or manager at your earliest convenience. For ease of reference, the adjuster and their manager’s contact information are listed below: Adjuster: Codey D***, 800-280-1466 x****, ********************  Manager: Dan R******, 800-280-1466 x****, ***********************  Kind regards, Claims Customer Concerns Response Team Claims Business Compliance 6000 American Parkway | Madison, WI 53783 | view map The General Insurance, an AmFam Group Company