Pembridge Insurance Auto Insurance Reviews

I had a hit-and-run accident on Nov 3, 2022. I called the insurance company and started the process of reporting the accident, halfway through I got disconnected and the agent didn't call me back. I went to the collision center to report the accident. Once back home I called again, and the call was transferred to the agent who started the report but got disconnected in the process. I called again each day for 6 days, each time was offered to send a message to get someone to call me. A week after the accident I called and was able to finally report the accident, I received the name of the adjuster and sent her an email with all the pictures and license plate of the person who caused the accident. After 3-4 days, I left a voice mail, but she never answered. After a week of waiting, I called again and was told that someone from their preferred car shop would call me. After 3 days of waiting I called and was told that they don't call, the driver has to call to book the appointment. The estimate was booked a week and a half after the phone call. They can only fix the car on Jan 27!
I called another shop that can do it sooner, and the lady on the phone was very nice and friendly. I called Pembridge to let them know and was told that as soon as Carstar send the estimate it was going to be forwarded to the other shop, this was on Monday. Today, I called again only to be told that I have to send the pictures to a link for an adjuster to make an estimate to send to the new shoo.
The people on the phone have been friendly and understanding but the time consumed on this matter is unreasonable and the conflicting information received in each call is unbelievable!
I am very frustrated and tired of trying to get things going. You can't delay your payments on renewal but they can take their sweet time to have things settled for you, this is the first time I have needed them and I am not impressed by the service.

My accident happened sep 14,2022. Still no call from an adjuster. It is 3 months to the day.
Hopefully, I get my car fixed.

Do not sign up for this insurance!
I keep calling to Adjuster, but the autoreply message says that she will get back to me by the end of the day. But she never calls back.
25 days past since the accident.
My rental car coverage might expire before she will get back to me!

Has anyone filed a complaint with intention of filing a grievance with the FSCO ombudsman? Seems adjusters are the worst at Pembridge. 2 months since I opened my claim and I still don't have a resolution.

As soon as my policy is up for renewal, I am changing companies.

I have never had such a poor customer service experience with an insurance company in my life. Four months ago, I had a simple parking lot hit and run and I still haven't received so much as a phone call. I have left over a dozen voicemail messages with no response. The only communication from them was a letter saying that they could not reach me by phone. In fact, they have never even called or at least left a message.

If I could give them a rating of 0 I would.

I made a claim in February 2022 for a not-at-fault accident. I called to report it less than 24 hours after it happened. It was a weekday. I was told someone would be in touch in 5 to 9 business days. They blamed COVID. No one called in 5 or 9 business days. In fact, I had to call for a status update after nearly a month had passed. I rented a car and paid out of pocket, fully trusting they would reimburse me.

The first adjuster I got was beyond useless. The vehicle was a total loss so I was transferred to a different adjuster. The second adjuster was better and the settlement payment was made soon after the new adjuster took over. I made the mistake of accepting payment for the vehicle only and taking the adjuster at his word when he said the reimbursement cheque for the rental vehicle would come separately. I was told verbally on three different occasions that the rental vehicles were approved so I really wasn't concerned about being stiffed at the time.

I've lost track of how many times I called and emailed my adjuster and his manager. In the beginning, the adjuster was helpful and I was hopeful that this payment would be made in the near future. I would call about once a week for an update and he'd always tell me that it was being processed. Eventually, he stopped answering my calls and responding to my emails.

I called the general customer service phone number a few times and they'd committed to passing along my message. They couldn't transfer my call to anyone who could actually help. All they could do was make empty promises and waste my time.

I got sick of being ignored so I gave up trying. About a month ago (three+ months after the claim started) I decided to try again... just for a laugh. I managed to get through to a real adjuster this time. She asked for receipts for the rentals and I provided them. She told me the cheque would be released in 5 to 7 business days and I'd receive it soon after. I made her aware of the nonsense I'd already endured and she apologized.

The cheque finally arrived just last week, nearly four months after the accident happened.

This is the worst customer service experience I've ever had.

My advice is to take your business elsewhere.

They are happy to take your money, but no service at all. The claim was a disaster over 4 months and still waiting. Pretty much I am begging them to call me. A 1-star rating is too much for them.

Please stay away from this insurance company!
Unresponsive and unpredictable.
Got involved in a car accident Jan 27/ 2022.
For 6 weeks after reporting the accident couldn’t get anybody on the phone.
Finally managed to talk to somebody and they confirmed 0% at fault and told me to get the car to the shop.
A week later they called and told me that they changed their mind and declared me 50% at fault even though they submitted 0% already to the shop.
I could not believe it, not sure what to do now...
They feel at liberty to make and change their statement as they wish. They do not care about facts.
Please don’t make the same mistake as me, find better people to do business with...

On January 9, 2022, I was in an accident. I reported the accident to Pembridge Claims that evening. Today is February 7, 2022, and I have heard absolutely nothing from them. After numerous calls to the claims department and being on hold for over 30 minutes each time, that is if I wasn't disconnected, I finally called my Broker. They too, could not get an answer as to what was happening with my vehicle. An adjuster has not been to assess the damage.

I'm trying to get my deductible reimbursement since October 30th, 2021.
My claim was closed without any contact and I’ve called to try and escalate the matter several times only to be told a manager will call me back. NO ONE called me back ever! I’m still trying to reach someone... I really don’t understand how this company functions or even exists. Trust me that other insurance companies do not operate like this… I’ve worked for a few in the last decade and Pembridge is by far the worst I’ve seen.