Business ProfileforBrightway Insurance

If I could give less than a 1 star, I would!The Brightway insurance branch in *************, ** has the worst customer service I have ever seen. I almost lost my drivers license due to their lack of knowledge and lack of timely action to assist with customer issues. I would never recommend this company and especially the St *********************** to anyone!

Hello. Thank you for notifying us of this customer review. We are very familiar with this customer and sorry she felt that she did not get the service she expected. This insured purchased a golf cart and failed to notify us right away. Once she did, it was because she received a notice from the *** requiring her to show proof of insurance by a specific date to avoid her license being suspended. She contacted our office, and we provided her a quote to add the vehicle to her current Progressive auto policy and let her know that we could process that change immediately and notify the ***. She chose not to proceed with that change because she felt the cost was too high. She asked about a specific company that one of her neighbors used with a different agency. It was a company that we didnt currently have access to, so we started the process to get fully appointed with that company. We were at their mercy at that point and werent sure how long that process would take. We continued to follow up with that company weekly because it seemed to be taking longer than expected, but we were continuously in contact with the customer (we have documented calls and/or emails with the customer approximately 4 times a week for almost 3 weeks). The customer continued to get more antagonistic during the process, even though we told her again and again that are hands were tied until we were given access to the new company.We also continued to remind her that we could still get the golf cart added to her current auto policy right away and then switch it over to the new company once we had access to them. She still refused to proceed with that option taking the risk of not meeting her deadline set by the ***. We even went so far as to try to transfer her account to a different Brightway office who already had access to the specific company she requested, but that agency was unwilling to take her as a customer. So between our repeated attempts to have her allow us, at least temporarily, to add the vehicle to her existing auto insurance policy, along with our suggestion for her to try to contact the agent who her neighbor worked with (since she knew that they already had access to the company she was requesting), we didnt have any other options than to wait for that new carrier to provide us access to their products/policies.Our office feels confident that we did everything we could to satisfy the customer. And even though we had discussed it with her, we believe that she still may not have fully understood that the process to gain access to a new company can be lengthy and is completely out of our hands.We are still happy to work with the customer and proceed with any request she has, but at this point, the only request she has made is for us to switch her golf cart coverage to the new company. If she has any other specific request that is within our authority, wed be happy to work with her to address it. Thank you.

Thank you **** for notifying me of their completely skewed view of how the transactions occurred.I contacted Brightway prior to receiving any document from the **** Brightway first explained I could only insure a golf cart under my car policy, (which is not true, later I found out it was due to this Brightway agency not having a contract with any other insurance companies that could insure a golf cart). The only quote they provided was through the insurance company my car was insured with, progressive, which quoted me more than double what golf cart insurance should cost. At this time, the agent also questioned me many times to verify I really wanted my golf cart insured, as he did not understand why a golf cart needed to be insured, or how a golf cart had a VIN number or license plate. After explaining the law to this Brightway agent, I expressed I would like other quotes, as most people in my town have a golf cart and I know what a lot of them pay for their golf cart insurance and the companies they use.During the extended amount of time it took them to "see what they could do", due to lack of knowledge around golf carts being insured, is when I receive the document from the *** stating my license would revoked if I did not show proof of insurance.It seems they left out the part where they told me "I would need to figure it out on my own" after going back and forth with them for over a month.I tried to be transferred to another Brightway agency (there is a Brightway agency here in town that is very familiar with golf carts), but was told by both brightway agency's they "did not want to buy out my contract". Which I felt was horrible customer service that they couldn't come to some agreement, since my current Brightway location could not supply me with any other quote.All of this has been over the last 4 months, I believe they reached out to me 2/3 times in that time frame after I demanded a call back on those specific days, but all other conversations are due to me contacting them asking for some sort of update.After being denied to switch Brightway locations, I was told by my current Brightway location it would take about a month to gain access to a new company so they could get me a quote. I waited three months and after not receiving any updates during this time, I called (last week) for an update. The company (***** to be exact), told me they "assumed I went elsewhere because they hadn't heard from me". After being shocked by that comment, I continued to ask to see where they were in the process of gaining access to a new company (because after all of this- I was still waiting on them to provide another quote), they told me they were denied access to the new company. So in the end- I would just like for the public to know how horrible their customer service is. They never gave me any other quotes, nor did I see them put forth much effort (if any), to assist me in my request or even keep me informed of what was going on. I pay a lot of money and expect to have better service. I will be taking my service elsewhere.

Thank you **** for notifying me of their completely skewed view of how the transactions occurred.I contacted Brightway prior to receiving any document from the **** Brightway first explained I could only insure a golf cart under my car policy, (which is not true, later I found out it was due to this Brightway agency not having a contract with any other insurance companies that could insure a golf cart). The only quote they provided was through the insurance company my car was insured with, progressive, which quoted me more than double what golf cart insurance should cost. At this time, the agent also questioned me many times to verify I really wanted my golf cart insured, as he did not understand why a golf cart needed to be insured, or how a golf cart had a VIN number or license plate. After explaining the law to this Brightway agent, I expressed I would like other quotes, as most people in my town have a golf cart and I know what a lot of them pay for their golf cart insurance and the companies they use.During the extended amount of time it took them to "see what they could do", due to lack of knowledge around golf carts being insured, is when I receive the document from the *** stating my license would revoked if I did not show proof of insurance.It seems they left out the part where they told me "I would need to figure it out on my own" after going back and forth with them for over a month.I tried to be transferred to another Brightway agency (there is a Brightway agency here in town that is very familiar with golf carts), but was told by both brightway agency's they "did not want to buy out my contract". Which I felt was horrible customer service that they couldn't come to some agreement, since my current Brightway location could not supply me with any other quote.All of this has been over the last 4 months, I believe they reached out to me 2/3 times in that time frame after I demanded a call back on those specific days, but all other conversations are due to me contacting them asking for some sort of update.After being denied to switch Brightway locations, I was told by my current Brightway location it would take about a month to gain access to a new company so they could get me a quote. I waited three months and after not receiving any updates during this time, I called (last week) for an update. The company (***** to be exact), told me they "assumed I went elsewhere because they hadn't heard from me". After being shocked by that comment, I continued to ask to see where they were in the process of gaining access to a new company (because after all of this- I was still waiting on them to provide another quote), they told me they were denied access to the new company. So in the end- I would just like for the public to know how horrible their customer service is. They never gave me any other quotes, nor did I see them put forth much effort (if any), to assist me in my request or even keep me informed of what was going on. I pay a lot of money and expect to have better service. I will be taking my service elsewhere.

Good morning. Our records document a very different situation than the one being described but seeing that it wasnt our local office that had these alleged conversations with the insured, all we can do is apologize for the confusion and for her situation. Also, on 3/11, we did finally receive access to the company the insured was asking about, but in our last conversation with her, she was very clear that she was going to move her business to a different agency and she used no uncertain terms to make that assertion. So, it is true that we hadnt been keeping her updated on the process of being able to place business with the company in question because she was finding *33333233353036333830* with a different agency. It was only after her call on 3/9 (2 months after she told us she was moving her policy somewhere else) that we realized she was still a customer of ours.While we never want our customers to have a bad experience with our office and hate to lose good customers, we do understand that Ms. * will probably be more comfortable working with a different agency that she feels that she will receive the service that is expected.We will also reach out to the companys service team and make sure that training is offered if any of the statements were made that the insured suggested below so that any further miscommunication can be avoided.Thank you for the feedback.