La Capitale Auto Insurance Reviews

I had a vandalism claim in my file since 2016. Capital just opened the file and they couldn't cover it after 10 days they close the claim. This claim was counted as a claim from all other insurance and couldn't get other quotes. The other 3 claims weren't my fault 3 hit and run during the last 5 years. Even if it's not your fault you still be excluded from getting insurance. I don't recommend Le Capital.

I had 2 cars insured with La Capital, but recently sold one of them to lease a new one. When I was looking for insurance for the new car, I found a MUCH better rate (~2/3 of the price), with another company, to insure both of my cars. When I cancelled my insurance with La Capitale, however, I was charged a fee of $15 for one car, which was near the end of its contract, and $115 for the other, which was ~6 months from the end of its contract (that's almost 1/4 of the annual premium). The one that I was charged more for had been insured with La Capitale for 8 years, but apparently every time the insurance was renewed, it was for a new 2-year policy (fine print?). The idea of being charged a cancellation fee after insuring my 2 cars for 8 and 14 years respectively strikes me as a ridiculous cash grab. La Capital now has $130 more of my money than I would have liked... but I will NEVER insure anything else with them. That $130 has cost them what could have amounted to thousands/tens of thousands of dollars in car/home insurance premiums in the future. That's not just bad customer service... it's bad business.

I would advise anyone looking for insurance to avoid La Capitale at all costs. The primary reason is they conduct business in an extremely dishonest way, and, when you seek answers for this dishonesty, the result is letters from their lawyers and internal collections. The center of my disagreement with them revolves around their ability to put certain vital documents that validate a contract in the mail (and grew to their ability to mail what they said they have mailed in their records). I had La Capitale insurance, and decided to change for a provider that had a better rate and coverage. They learned of my cancellation, and tried to charge me a cancellation fee that was nowhere to be found in any portion of my contract with them (contract being the documents we received from La Capitale outlining the complete policy). I was told a variety of reasons why the fee was indisputable, (ranging from “this is just how it is in Quebec” to the their final reason – “it’s what we normally do with everyone, and could not have possibly made a mistake”).

I asked for a couple things after the first two highly frustrating phone calls. The first was that a paper invoice be sent at the conclusion of this matter, if that is in fact what they find in their internal investigation. The second is that my case be elevated to a supervisor to review the previous calls to show the obvious discrepancy with their customer service practices, and the wide variety of conflicting information that I was given over multiple calls. The supervisor did no such review, and claimed to not be able to find records of the phone calls. On my conversations with him, he simply acted the part of the other agents I had dealt with, essentially reenacting the previous calls. I reminded him that the individual under his supervision told me was the purpose of the elevation was not to review my case, but to review the customer service records to look for the discrepancies in information that was provided to me that were in conflict with one another. He did no such thing, and was completely unwilling to make any effort.

After more than a month of zero communication (no invoice, no result of the La Capitale internal review into my case), I received a letter from the attorney’s of La Capitale (or the legal group hired to ensure that all closed accounts are at zero balance). Upon my call to the collections department at La Capitale, I was told exactly when my phone calls were (information previously “unavailable” to the supervisor that was supposed to conduct the case review). I was also told the account was considered closed, and that documents were sent asking for payment. Again, documents were supposingly sent, but I had never received them. There is obviously a pattern emerging here about La Capitale falsely claiming to send vital mail communications and information.

Moving on, when I questioned them about the availability of the information, I was told that the individual I talked to was not a supervisor, but only an insurance agent that was not in the same department, that may not have access to the information on the computer screen. Apparently, rather than being transferred to a supervisor to look into the matter, I was transferred to someone completely in another department. Sort of. Then the said “supervisor” suddenly became part of the department, but not the immediate supervisor of the agent I was speaking with. When I questioned her “facts,” she said again that he was in a different department. Obviously, this did nothing to quell my frustration.

This is really the tip of the iceberg about my dealings with this company. Speculatively, I was run around in circle after circle of irrelevant information without my true concern and purpose ever being of true importance. They were trying to confuse me, hoping I wouldn’t be able to keep everything straight. When this failed, they had their lawyers send a bill to bully me into payment, while giving no effort to look into the complaint in an adequate manner (adequate being conducting business with honesty and integrity).

I would have been much happier if the phone calls I conducted provided the same information, and every individual did what they told me they would do. Unfortunately, my experience with La Capitale leaves me of the opinion that the pillars of their business and customer service are lie, confuse, manipulate and, ultimately, steal from customers who choose to cancel their service.