Many clients praise named staff like Craig, Liliana, Stephen, and Debbie for responsiveness and finding savings, sometimes $400-800 per renewal. Others report waiting a week for replies, never hearing from their broker at renewal, and discovering they paid far above market rates. The gap seems to depend heavily on which agent handles your account.
The service quality is inconsistent. Positive reviews emphasize efficiency and genuine effort to cut costs. Negative reviews centre on neglect: brokers who don't follow up, dismiss concerns about high premiums, and cite understaffing. One client found a $400/month savings only after shopping the market themselves.
Five-star reviewers report quick policy setup and substantial premium savings, with strong support for business clients. One-star complaints centre on unresponsive staff (Lisa and Dave named), lack of follow-up help, and dismissive treatment.
Most reviewers report unresponsive customer service, claim denials they see as unfair, and rate increases they find punitive. A small number praise their individual broker or adjuster for quick problem-solving; one long-term customer with two claims resolved within hours credits staff member Siamara and adjuster Shelley for professionalism, while another credits Gillian Dronyk's careful handling of a car accident claim. Problems center on inaccessible claims teams, repeated requests for the same information, and rejection of claims on older vehicles citing corrosion without visible damage. The telematics app penalizes drivers heavily for not recording every trip. One customer saw premiums jump from $136 to $575 monthly after buying an EV. Website states they hold Great Place to Work and 5-Star Claims certifications; the review evidence does not align.
Most reviewers report frustrating delays setting up accounts, accessing benefits, and getting claims paid. Staff communication is inconsistent, the website is slow and confusing, and claims are frequently held up or denied without clear explanation, leaving customers feeling the company prioritizes cost-cutting over service.
Last updated 2026-07-24
