Independent Auto Insurance Reviews

CAA Insurance Auto Insurance Reviews

(9 reviews)
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Category: Call Center
(1.9 out of 5 stars)
Customer Service:
Value for Money:
Claim Experience:

Waiting for check...

(1.0 out of 5 stars)
by Linda P Feb 19, 2019
...One month so far, was told they were purolating it as soon as my paperwork came back, I even went to an office so I could expedite the process! I am so frustrated...they sent a check on the 30th of Jan...never received it. It wasn't Purolator. They won't take my old car, which I haven't driven since Dec 30, off my policy till I get my check!!! I don't have 200.00 to pay on the 25?? Also when you call and choose "talk about your existing policy", they make you sit on hold...but if you want a quote, they give you the callback option!! Nice... if they have your money already, sit on hold for 40mins!!!...
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Claim Experience

(3.0 out of 5 stars)
by CAA Claims Experience Nov 02, 2018
...I had a bad claim experience very lengthy. It is very difficult to reach adjusters, especially around lunchtime. I waited for 40 minutes one day and another day after 45 minutes on hold I had to hang up as nobody answered. However, you can get insurance staff in the evening quite quickly to enroll in the insurance. Also, I feel we were not really looked after. The first adjuster never returned phone calls or emails but we were put onto another adjuster who was very good. I think it's a bit like NO FRILLS insurance. I don't think I would renew but it was $100 a month cheaper than the insurance I was with before. Also, with me, I was getting a lot of different information. Adjusters tell you one thing, body shops tell you something else and nobody seems to be on the same page. This can cause a lot of stress...
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Terrible service

(1.0 out of 5 stars)
by Tarah W Jan 02, 2018
...Waited 2 hours for the driver to call. When he did call all I heard was swearing in the background and I kept saying "hello, hello" with no answer so I hung up. Apparently, it was the driver and he left. Spent over an hour calling dispatch to find out the driver had taken off and I had to start all over again. Got a text saying the driver will be here shortly. Went on the website to track his progress only to find out there is no service requested. Spent another hour on the phone to get through another dispatcher only to be told to find my way home and they will tow my vehicle home and after the tow, they will try to boost my car. I am very disappointed with CAA and would not recommend them to anyone. Especially those with kids. I am now told that they will arrive sometime around 3:38 in the morning and I have to go to work in a few hours from then. Terrible, terrible service. If you can find another service provider, do it...
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Cheaper but really bad service

(2.0 out of 5 stars)
by JusticeSeeker125 Apr 28, 2017
...I had a really bad experience with this insurer. After 25 years as a platinum CAA member for their roadside assistance, I opted to get their insurance coverage. It was inexpensive compared to others but I had to go through so much stress every time I needed to make a change. On two separate occasions due to their failure to do their job on a timely basis customer service almost got my policies cancelled. This was due to changing bank accounts after a divorce and then after a family member I lived with and had a joint account with could no longer manage their own financial affairs. They never changed the information so kept trying to draft a non-existent bank account. The first time this happened I let it go and gave them another chance. Sure enough, in another two years I needed to open another new bank account and remove someone from my policy and gave them all the information immediately yet once again they failed to change it over and I received a second registered letter informing me of cancellation. Then ironically, they switched sides and claimed I wasn`t allowed to cancel my policy without the other party`s signature....they were represented by a public guardian so I had to go to the Ministry and get them to fax a letter. Even then CAA continued to draft my account and took weeks to pay me back. I have a disability and am on a fixed income. Too many sleepless nights because of these people, not worth it. I don`t recommend them to anyone because you do get what you pay for. Now I pay roughly 40$ a month more but the new company is a lot more professional and I always get a call back the same day within a couple of hours when I call my local office. Now you tell me, is all this aggravation worth saving $40 a month? My health and well-being is worth way more than that!! I am not satisfied that they would competently handle a claim either because they don`t seem to care how long they delay handling matters, it`s a chronic and long term problem for their customer service department and I doubt it changed since last year when I finally cancelled all my policies with them and went elsewhere. Bottom line, caveat emptor!
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CAA CONNECT totally unreliable

(3.0 out of 5 stars)
by Unhappy@CAA Mar 06, 2017
...We switched to CAA insurance for auto and home last year. We have the gizmos in our cars that monitor how we use the cars. These gizmos are totally unreliable, yet our renewal discount will apparently be determined from them. For example, we drove to a place that is 30km from our condo. On the way there, CAA Connect broke into 5 separate trips totalling about 15km. Returning the same way, it recorded 2 trips totalling 30km. So 15km there and 30km back on same route. This is in a semi-urban setting where gps signal should be good. Same thing happens if we do a return trip from our home to Toronto on 401 highway. The gps gizmo loses signal and we end up having multiple short trips that don't match teh total distance. On the webpage, CAA Connect says we have not had unit connected long enough to obtain the full discount. It has been connected for 9 months but has not recorded the full distance travelled. CAA Connect is just a bad joke. If they don't give us the full discount, we wil just have to find someone else to insure through. I sent an email to CAA about this about 10 days ago - They did not answer...
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If you have a good driving record in AB, you should pay around $110/month (women - $105/month and men - $113/month). Do you overpay? Get an Alberta car insurance quote to start saving.

Worse than the car accident

(1.0 out of 5 stars)
by mdc Aug 16, 2016
...I got in a car accident a month ago in which I was not at fault (lady ran a red and t-boned me, car was a write-off). We contacted insurance and 3 days later they called me so I could get a rental. They proceeded to take a week to examine my car before providing me with a settlement. I should note that I had bought this car, brand new, for $25 000 less than 10 months previously. They were prepared to offer me $15 000. I said no and the customer service rep said he would listen to my original tapes when setting up my insurance to see if I had signed up for "New Car Protection". It then took a week of me calling their terrible customer service line and waiting on hold for countless work breaks to inquire about any updates. Finally, I received a call telling me that I had not been offered "New Car Protection" on my original call and they were willing to apply it retroactively for a fee. Also, note how ridiculous it is that I should need to pay more to be properly reimbursed, how many people do they try to pull this trick on thinking they won't argue with the original offer? The following day, a Friday, I was informed I needed to provide the car proof of sale via fax. I paid to use a fax machine to send it then waited until Tuesday when I finally called to ask what was taking so long. They said they did not receive the fax, although I had a confirmation of transmittal. I paid to resend it the next day, and the day after that I received a call saying that their fax machine had malfunctioned and the image was too dark. The next morning, I sent them 2 pictures of my Proof of Sale via email and they accepted that, then waited several days to give me an updated appraisal, $21 000, and that my cheque would be sent out when they received a signed proof of loss form. This was a Wednesday. They did not give me this form until later in the day on Thursday so I could not send it by the 2:00pm deadline for next day delivery. I sent it Thursday afternoon and was told that I also needed to provide images of the ownership. I sent them first thing Friday morning but, apparently, there was an issue with my email, which they did not let me know to fix it until 3:30pm, thus my cheque would not be sent that week. Meanwhile, I settled on a new car and I contacted CAA to transfer my insurance to the new vehicle. The customer service rep forgot to email my proof of insurance to the car dealership so we had to call and wait for them to send it before I could drive my car off the lot. It is now Tuesday and I just received an email that my cheque has not yet been sent because my car has not been released from the salvage lot. I was holding back on releasing it so that CAA might have some incentive to move faster with my claim. I was never informed that they would withhold my payment. I have as of yet been unable to pay off my balance on my previous vehicle and will have to wait 2 more days at the very least. This has been a 5-week ordeal that was literally worse than being in the actual accident. This company takes advantage of people who are already struggling and provides terrible customer service. I just got a letter in the mail inviting me to also use CAA Home Insurance and actually laughed. I’d go with TD...
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