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Hello Internet, my name is Stephen

On April 11th, 2012, I was rear-ended in a car accident near my home. Fortunately, the other driver was insured by Infinity Auto Insurance of Birmingham, Alabama. And because the other driver was 100% at fault, I expected a quick and clean resolution to my claim, and to get my car fixed promptly.
However, Infinity Insurance has been dragging their feet for over a month and a half. Today is June 2nd.

I called many times during April and May, and left multiple voice messages, but didn’t get a single call back from the agent assigned to my case, a Sandra Juarez, for over a month. I had to call another random agent at Infinity to get her supervisor’s, Joanna Mac, her name and number. I called her and left a voice message. When she called me back a few days later, she was very rude, she wasn’t able to help me at all. The only information she could give me was that there was a “coverage question” which was preventing the claim from being processed.

Some time after that, over a month after the original accident, Sandra finally called me back. She did the same: she was not able to give me any assistance or any information, other than that it was a “coverage question”. When I called back later that day, I was extremely surprised when Sandra actually picked up the phone. And this time I was able to get a little bit of information.

Apparently, a “coverage question” means that the insurance company wasn’t even sure if the person who hit me was insured with them or not. And she couldn’t give me an estimate on when they would finish collecting information.

This was over two weeks ago. And just last week, I called again for an update. And I found out that my claim had been transferred to yet another agent, and nobody informed me.

It’s been over a month and a half. My patience has run out. I just want my car fixed. And Infinity has refused to do anything.

I believe it is intentional.

I cannot comprehend any information that they could need that they cannot already have had.
If there is information that they absolutely need to finish this claim, I cannot comprehend what would be taking this long to get.

Through my experience, I found Infinity Auto Insurance to be unprofessional, unreliable, irresponsible, incompetent, and rude.

This is my advice:
If you have Infinity Auto Insurance, change immediately. I’m not exaggerating when I say ANY other major insurance company would be better.
If you do have Infinity and successfully had a claim resolved, congratulations! You’re one of the lucky ones. But do you really think your next claim is going to go as smoothly?
If you’re currently involved in a claim with Infinity, maybe they’re taking as long as they have with me, my heart goes out to you. I suggest you make a video of your own, and write a complaint to the Better Business Bureau.

This kind of treatment of customers, whether their own clients or not, is completely unacceptable for any major company.

Thank you very much.

UPDATE: Eventually I caved in and asked my own insurance to handle the payment. As is procedure, they retained the deductible and paid me the rest. I used that money to buy a new car, and just had to wait for the claim to be settled before I could reclaim my deductible.

About a month after that, Infinity finally called and said they were ready to pay out, but by then it was too late to go through those means. A few months after that, my insurance company was able to return my deductible after working through the claim with Infinity and settling the subrogation.

My opinion of Infinity stands, that they provide the absolute worst service of any company anywhere that I’ve ever seen.

Further update: Wow, it’s kind of scary seeing how many other people are going through similar situations. My heart goes out to you all. But unfortunately, I can’t offer much advice beyond letting your own insurance handle it, or sticking it out. There’s not much you can do to deal with a company like Infinity. Best wishes to all those taking Infinity to court, hit ’em hard.

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