December 2019 by Melissa Gauer
On July 3, 2019, I was involved in an auto accident. I reported it immediately to the State Farm claim department, a toll-free #, to begin the claim process. The same day, I again called to begin the repair process. It was then I spoke to a rep that gave me horribly incorrect information. I was told, since I did not choose a State Farm affiliated body shop (which in fact, I did, but the rep did not know that), I would have to wait until July 23 (20 days later, is she for real??) for an inspection just to have my damage APPROVED for repair. I didn't understand it, but I just went with it, as she was the professional in the insurance business, not me. After stewing over this for 6 days, I decided to call my State Farm agent, Mary Trynzolyn, to confirm this was indeed the way State Farm did business nowadays. The agent's secretary, Karen Barth, answered the phone. As I was trying to voice my concerns about this new lengthy process, she repeatedly cut me off, clearly conveying the attitude that she just didn't have time for my frivolous call. I was given the impression I must have interrupted her coffee break. She explained that the claim rep must have believed my auto damage was from hail!! I replied "I'm not sure how, I never uttered the word hail. Why would I utter the word hail when describing an auto accident?" After my attempt to also voice my concern as to why my chosen body shop was no longer affiliated with State Farm (when in fact it was September of 2017, just years prior), she then snapped back "she's wrong, it is!" The agent's secretary never once offered to follow up with the claim department to correct these errors or to seek out why they had given incorrect information. She just told ME to get back on the phone with the claim department and basically tell THEM how to do THEIR job. Again, I'M not an insurance pro, THEY are. Don't we pay insurance premiums to get professional help/coverage/advice? Also, the secretary stated numerous times, that I was "THE CLAIMS DEPARTMENT CUSTOMER NOW"! I was flabbergasted!! When I chose this agent a few years back, I was so happy, not only to give my money back to a hometown community business, but to give my money to a fellow woman, a business owner!! Now, I guess that was ignorant of me. The secretary made it very clear she could care less about helping me when I was down and out. Is an auto accident a pleasant experience for anyone? I'm sorry if I sound so old-school, I just miss the old days of true customer service. Once the secretary stopped jabbering, I told her ever so politely "please don't forget, you and your boss wouldn't have an income if it wasn't for people like me, YOUR CUSTOMERS! Well, guess what? I'm no longer going to interrupt your coffee break because I am no longer YOUR customer. I'm now a customer of a different State Farm agent. Thank you very much.
