Pollard Walter

Horrible. Absolutely horrible. It's times like this that I wish I could leave zero review stars. Like the previous reviewer, I too have a record of leaving messages for Nicole, requesting she call me back to answer some questions regarding my Tower Hill homeowner's insurance policy, and didn't receive the courtesy of a call back. In fact, today I found it necessary to drive to the agency to personally speak with Nicole (who I was told was in a meeting) to ask my questions. How ridiculous is it that I had to drive to the agency to get an answer? Instead of speaking with Nicole, the receptionist called another person to get the answer I needed. I am sorry the receptionist was put in that situation. She handled it wonderfully though, and listened while I venting my dismay at the lack of customer service provided by Nicole. I contacted Tower Hill directly to report the continuous lack of customer service of this agency and inquired about switching to a different agency. They advised me I could only switch when the policy renews. Be assured, I'll be switching my agency at renewal time. I can't imagine what it would be like if there was a catastrophic event and Nicole had a huge volume of customers calling with questions about their coverage.
Jul 1st, 2021

I have been a customer with Jefferson-Allsop for many years, pay my policy in full every six months. I called my agent Tracy Cermak to ask about adding coverage to my vehicle. Tracy told me adding the coverage would lower my rate. I asked her to verify that on three separate occasions. She stood by the information so I, trusting the insurance professional, told her to add the coverage and submit the refund. Twenty three days later, I called to discuss another insurance matter that would be coming up after the policy renewal the end of April. Tracy asked me if I had made changes elsewhere and I explained that I only ever deal with here, at which time she tells me she "accidentally canceled" the insurance on my vehicle 23 days earlier. Her response "oops, I just put the information in and read what it says". I asked to speak to a supervisor. Tracy hung up on me at 5pm on a Friday afternoon. I had no insurance on the vehicle. I called the insurance company who was able to see that Tracy BACKDATED the coverage. To add insult to injury, I am required to pay the "refund" back, even though I was without coverage for 23 days, Tracy gave me completely wrong information on the questions regarding coverage, No one called me from the agency for over a week although I did escalate and speak with Michelle Doyle twice - she stated she would call me back and I have still not gotten a call back from her. My policy was supposed to be transferred to Nicole, who was supposed to call and did not and when the supervisor from the insurance company called the agency she was transferred to my agent of record Tracy. By the time Walt Pollard called me this morning to talk about adding coverage to a different vehicle the original issue is still not resolved and Walt who is below Michelle in the management tier spent his time condoning and making excuses for Tracy's inability to properly manage my account, for her lack of customer service skills, for her rudeness, for lack of insurance knowledge and for her irresponsible and potential dangerous actions on my insurance policy. After 11 days only one person from the agency has called me and all they are not interested in resolving any the issues. My advice, look for an insurance professional elsewhere. Look for an agency that values their customers and hires experienced agents or at least hires agents who are competent to verify information and return phone calls.
Mar 4th, 2021