WAEPA

S. A. _{on Google}

Apr 8th, 2024

Worst company ever. They hire temps and put an excessive amount of work without properly training. This company seems to have a high turnover of employees coming and leaving the job due to toxic work environment. I would give 0 stars if I could.

Nicolas Bartell _{on Google}

Apr 7th, 2024

Edited: after I posted the below review WAEPAs Chief Experience Office gave me a call to discuss my issues. She admitted theyve had some rocky areas recently and was able to get the back end issue fixed so I could update my bank account.
The MFA for their portal is still awful and doesnt work right and they seem to be aware of the issues with the portal as she indicated theyre working on it and have switched vendors.
Im increasing to 3 stars to reflect the timely work to address the issues and Im not canceling my policy, but I cant recommend them to new applicants yet.
Original: I had insurance with a different organization and they transferred all of us to WAEPA last year- every single interaction has been a comedy of errors and bungling.
I had to update my address- 3 online service requests through their portal didnt work, so I called them- after like 4 attempts and sitting on hold for an eternity an agent updated my address and told me they were backed up.
Prior to having that issue I had increased my coverage. This somehow caused them to lose my auto payment information and stop deducting payments. They then sent all the notices to my old address. I went in and paid my bill through their portal, twice. It deducted the money and continued to show the balance as due.
A month later one of their customer service people called about my overdue bill.
Their website is a nightmare- getting the 2FA to work is a crapshoot, and Ive been trying to update my bank account for like 2 weeks and it just sits there spinning. Im probably going to cancel my policy with these clowns and go somewhere else.

David Maxwell _{on Google}

Apr 1st, 2024

Not sure how the rest of my experience will be and won't know till someone answers the phone after my 30 minutes on hold. Up to this point I give one star for being ignored.

Nathan Turner _{on Google}

Apr 1st, 2024

Easily the worst customer service I have ever experienced, and it is purely a management issue. They simply arent devoting the resources necessary to provide adequate service to heir policy holders.
Good luck getting them on the phone. Youll sit on hold for at least 15 minutes before you are given the option of leaving a call back number. If you opt to stay on the line, I suspect you'd be a dusty skeleton before they pick up. So, you just have to leave your number and hope they call back at a time that is convenient for you. Actually, based on my experience, you should hope they call back at all.
Of course, you could try emailing them. Youll get a response several days later, but it will just tell you to call.
I really hope the apparent shortage of customer service representatives is an innocent oversight on WAEPA managements part, because the implication of an insurance company purposely making it difficult for policy holders to make contact would be really bad.
You can spare me the We aim to do better response to this review and just answer your damn phone.

Debra Ellis _{on Google}

Mar 31st, 2024

I have called 5 times over 4 days. I have left a call back number 4 times. I have received a call back twice. The first time I called later in the day and was on hold for 46 minutes before leaving a call back number. Yesterday I called early in the morning and left a call back number. I never received a call back. To be fair I have received a call back twice, but one of this call backs was a repeat of the previous call back. I called to report the death of my spouse who has been a member since the late 90s. WAEPA used to have better customer service. When I used to call I was able to speak with a customer service representative within 5-10 minutes. Not anymore.