Most clients credit Fraser and his team for fast replies, finding better rates, and handling complex situations when competitors won't. A handful report cancellation friction, missed callbacks, or feeling dropped at renewal time, suggesting service consistency varies.
Strong reputation built on Ian McCleary's expertise and staff responsiveness. Two isolated complaints mention rudeness during policy changes, but 82% five-star reviews emphasize the team's knowledge, friendliness, and quick follow-up.
Excalibur's best brokers (Stacy, Kim, Josh, Lane) earn consistent praise for attentive service, competitive quotes, and quick turnaround on motorcycle and auto policies. The same company draws sharp criticism for inconsistent staff performance, poor follow-up after sale, billing confusion, and difficulty reaching agents by email. Some customers report dramatic savings after switching brokers, suggesting pricing opacity or error. Quality depends heavily on which broker you land. Experienced staff like Stacy handle complex cases well and go beyond basics. Newer or less reliable agents leave customers tangled in payment issues and unanswered questions. Post-sale communication is a persistent pain point.
Katelynn H. and a few named staff earn strong praise for patience and knowledge, but the company struggles with responsiveness overall. Long email and voicemail delays, agent changes leaving files in limbo, and unprocessed address or billing updates frustrate repeat customers despite earlier good service.
Last updated 2026-07-24
