Customer ReviewsforThe General Insurance

Easy and simple sign up process. The price for the coverage is inexpensive.

Dear ****** *******, We have received your BBB Customer Review and want to thank you for taking the time out to share your experience with us. The General strives to provide excellent service to all our customers and is pleased to hear we have met your expectations. If you should need further assistance with your policy please feel free to reach out to our Customer Service Department at the number provided below. Sincerely, The Customer Concern Response Team The General® P.O. Box 305195 Nashville, TN 37230-5195 800.280.1466

I pay my policy off every year in February. I received a text stating I owe money on my policy. Oh no I don't. That's been paid off. Then when you look at the breakdown of why I owe $28.44 it's mainly a bunch of ** admin fees. THIS SHOULD BE ILLEGAL.

Dear *** ******, Thank you for reaching out regarding your policy. After a thorough review of your billing, we have decided to make a one-time exception and waive the remaining policy fees as a courtesy to you. Please note that moving forward, policy fees will not be waived as they are part of the signed contract and apply to all customers. We value your business and hope that this one-time exception addresses your concerns. Sincerely, The Customer Concern Response Team The General® P.O. Box 305195 Nashville, TN 37230-5195 800.280.1466

Extremely helpful in setting up new account. Best prices for my insurance needs

Dear ******* ********, We have received your BBB Customer Review and want to thank you for taking the time out to share your experience with us. The General strives to provide excellent service to all our customers and is pleased to hear we have met your expectations. If you should need further assistance with your policy, please feel free to reach out to our Customer Service Department at the number provided below. Sincerely, The Customer Concern Response Team The General® P.O. Box 305195 Nashville, TN 37230-5195 800.280.1466

We had our mailbox and property destroyed by a driver who was insured by the General. This happened on 8/32/24. We obtained the police report, sent pictures, and invoices for all the damage. We paid to have everything repaired and have yet to receive payment from the General. Bria, our adjuster, won’t return my phones calls or emails. We had to come out of pocket a lot of money from the damage done to our property. It seems to be a stall tactic to hang on to the money and not pay out the claim. I would not recommend the General after my experience. I have yet to see our claim paid. I hope no one else has to be on the receiving end of the General. In this economy it is extremely frustrating for someone to do damage to your property and then have an insurance company drag their feet on paying.

Dear ****** *******: Thank you for contacting The General regarding this claim. It appears that an adjuster has spoken with Thomas C***** and emailed you regarding the claim. Should you have any additional concerns, please contact the adjuster or manager at your earliest convenience. For ease of reference, the adjuster and their manager’s contact information are listed below: Adjuster: Bria H***, 800-280-1466 *****, ********************* Manager: Jana C****, 800-280-1466 ****** ********************* Kind regards, Claims Customer Concerns Response Team

Make sure you read the fine print! In my state policies are only 6 months and you need to pay a double payment every 6 months (they call it a "renewal fee") Also, their customer service is horrendous. I had insurance with *********** for 23 years and never once paid a renewal fee. I'd give them zero stars if I could.

Dear Ms. ********, We received your online review regarding the upcoming renewal down payment needed to bind coverage for another 6-month term, should you wish to continue your policy with our company for another term. A member of our Customer Service team will contact you by telephone to further discuss the billing on your account. Should you need further assistance prior to receiving our follow-up call, please contact our Customer Service Department at the number listed below. Sincerely, The Customer Concern Response Team The General® P.O. Box 305195 Nashville, TN 37230-5195 1.800.280.1466

It was very easy to get both of our vehicles insured.

Dear ********* *****, We have received your BBB Customer Review and want to thank you for taking the time out to share your experience with us. The General strives to provide excellent service to all our customers and is pleased to hear we have met your expectations. If you should need further assistance with your policy please feel free to reach out to our Customer Service Department at the number provided below. Sincerely, The Customer Concern Response Team The General® P.O. Box 305195 Nashville, TN 37230-5195 800.280.1466

Have always been happy with the general car insurance over the years

Dear ****** *****, We have received your BBB Customer Review and want to thank you for taking the time out to share your experience with us. The General strives to provide excellent service to all our customers and is pleased to hear we have met your expectations. If you should need further assistance with your policy please feel free to reach out to our Customer Service Department at the number provided below. Sincerely, The Customer Concern Response Team The General® P.O. Box 305195 Nashville, TN 37230-5195 800.280.1466

My policy expired in August. I renewed the policy and made the required payment. a week later, I received a bill for 468.00 . I called to find out why the huge increase. they told me that it was due to a speeding ticket the prior year in May (i didnt' start my policy with them until august). so I adjusted the coverage on my policy for 3 vehicles to get the payment back down to close to what it was and was given a new quote for that amount. The policy amount never changed or the bill never changed. so i called them 3 times and was told that "it was sent to underwriting for approval". called again today and was told they had no new quote, it is what it is and there's nothing they can do about it. pay it or the policy cancels. Terrible customer service. They kept telling me the driver report was figured in 2 days after I got the quote. which was not true. I knew about the increase , which is why I called them to lower my coverage to get a cheaper rate. Ridiculous. I do not recommend this company. the rate goes up, and up and up, little by little until it is unaffordable.

Dear *** *******, We received your online review regarding your revised renewed policy term payments and billing. On July 19, 2024, we emailed you a renewal offer to extend coverage for an additional 12-month term from August 20, 2024, to August 20, 2025. The renewal offer increase was due in part to a speeding violation that occurred on May 13, 2023, for a rated driver listed on your policy, as we do not make premium adjustments mid-term to in-forced policies for motor vehicle violations. Your premium also increased due to a state-wide rate increase for policies renewing on or after March 20, 2024. On August 20, 2024, at 12:01 AM, with no renewal payment received your policy expired. On August 23, 2024, you requested that the Comprehensive and Collision deductibles coverages on two of your vehicles be raised to lower your renewal downpayment and future installments. We provided an estimated revised renewal offer quote downpayment of $340.88 with 11 remaining installments of $327.02. You accepted this offer, submitted the renewal downpayment, and your policy was renewed with a lapse in coverage. On September 4, 2024, we issued you an invoice for $483.92 due September 24, 2024. This invoice was higher than the revised renewal offer quote because a quote is an estimate of how much your car insurance may cost and is not the binding contract. Should you need further assistance, please contact our Customer Service Team at the number listed below. Sincerely, The Customer Concern Response Team The General® P.O. Box 305195 Nashville, TN 37230-5195 1.800.280.1466

be aware of the fine print. I have been a customer of the general insurance company for a few years now. I added a new vehicle with upgraded insurance options after purchasing it. I started shopping around for cheaper insurance and found one with the options I needed. I decided to cancel my current policy with the general. I found out that I would have to pay $290. Cancellation fee due to a 10% fee they tack on for early cancellation. I was not aware of this before I added this vehicle to my policy.

Dear *** *******, We received your online review regarding the billing on your account. As explained when you called to cancel, there was an outstanding balance of $290.31 owed to The General after your policy terminated. This balance represents the amount of premium you still owe for the days of insurance we provided you up to the cancellation date of October 3, 2024, and you were not assessed any fees, or penalties, for early termination. To further clarify the billing, there was a total balance due of $2,384.20 on the account when you called to cancel. We credited you $2,075.00 in premium for unused days of coverage and a pro-rated portion of the Policy Fee in the amount of $18.89. This leaves a total balance of $290.31 for only the days of coverage provided up to October 3, 2024: $2,384.20 - $2,075.00 - $18.89 = $290.31. This balance represents a valid debt for the days of coverage we provided you and cannot be waived or removed until the balance is paid in-full. Should you need further assistance, please contact our Customer Service Department at the number listed below. Sincerely, The Customer Concern Response Team The General® P.O. Box 305195 Nashville, TN 37230-5195 1.800.280.1466

I have never experienced worse customer service in my life. Every time I call The General, I get the runaround. Each representative gives me a different answer, and when I finally get transferred to someone in a higher position, I’m told that all the previous information I received was wrong. Things were fine with The General until January 2024, when I bought a new car and added it to my policy. At the dealership, I was told my estimated monthly payment would be $275 for both vehicles. Was that what I was charged? Absolutely not. My monthly payment shot up to $530 for the two cars. When I called to address this, I was told that the previous conversation was not recorded, so they couldn’t honor the $275 quote. I decided I wanted to cancel my policy, and my first step was to inquire about the deadline for canceling without penalty. In my first conversation with a representative, I was told I had until early May 2024 to cancel. When I called back a week before that deadline, I was told my cancellation was successful and that I wouldn’t owe anything further. Imagine my surprise when I logged into the self-service app a couple of weeks later and saw that my policy was still active. I called The General again, and this time they assured me that the balance would be removed and apologized for the inconvenience. Fast forward to October 1, 2024, and I received a letter stating that I owe The General $391.08. But was I contacted directly? No. Instead, they sent the balance to collections. This is absolutely unacceptable. I would appreciate an apology from The General for their incredibly incompetent customer service and demand that this balance be erased and removed from my credit report. This entire experience has been ridiculous, and I cannot in good faith recommend The General to anyone.

Dear ***** ** ***************: We received your online review regarding the billing on your policy and regret that you have not had a pleasant experience. A member of our Customer Service Management Team will be reaching out to you within 1-2 business days to discuss your concerns. The General strives to provide excellent customer service and apologize for any confusion or frustration you experienced with the handling of your policy. Should you need further assistance, please contact our Customer Service Department at (800) 280-1466. Sincerely, The Customer Concern Response Team The General® P.O. Box 305195 Nashville, TN 37230-5195 800.280.1466