Cooperators Auto Insurance Reviews

Hello. This is a quick summary of my experience: they are liars, incompetent, they dodge responsibility aka "pass the buck," overcharge, are undertrained, and they mislead. Here are the details: I boycott Cooperators, and tell everyone I know not to use this company. I shudder every time I see the name. They do not need any more customers until they can fix their fundamental issues. I signed up using a preferred rate through college as an alumnus. All of a sudden, my policy got changed without my authorization about a year later, so I called to inquire. I was told they no longer support the school alumni... then I was told Cooperators never supported that particular college alumni. I asked how is that possible when I had signed up my policy because of that? I was then threatened to be "charged back" the difference over the length of time I was "saving" money under the "wrong" policy!! It was constant phone tag, misinformation, and promises of calls back which never happened in my attempt to resolve this. In the meantime, I was looking for another company to switch to, and someone supportive and understanding was able to keep me with Cooperators, in spite of being overcharged. It was not worth any more of my personal time to be calling and calling to get someone to resolve my original issue. AND on top of that, I inquired what the 13D glass endorsement entails. The lady nonchalantly tells me it covers all the glass on my car, which is 100% incorrect (see part 2 below). These people need to be trained better. I am willing to bet there are many, possibly hundreds or thousands of their customers under incorrect coverage. So part 2. Around March/April 2016, I inquired on what "13D limited glass coverage" entails, as it appeared on my policy. I was informed it included glass but no windshield coverage. I specifically asked if rocks through glass, other than through windshield, were included. I was told yes. I asked if I had this coverage on my plan, I was told yes. This made sense to me, as from my VIN, it should show I have a moonroof, and that coverage would be beneficial to me from the start. A friend of mine had a rock through her glass during springtime and claimed through insurance. I wanted to ensure I had the same coverage in case it happened to me. Sure enough, months later, it did. Now I call to make a claim, and I'm informed I do not have this coverage. They mentioned that it's "rare" that people opt for glass coverage... I find that hard to believe that a moonroof on a car is "rare." I was informed that comprehensive claims for glass are covered if it was in the act of theft, weather, or vandalism. If I had have known this prior, and that my roof glass would NOT be covered because of a rock, I could have lied and said it was vandalism/a falling tree branch/some kid/etc. I chose to be HONEST and I got screwed over, due to their incompetence setting up my policy and wrongly answering my questions. I had them pull my recorded call history to verify what was said in the previous calls. Of course, they claimed that they had done no wrong and now I'm on the hook for repairs ($1500 for the new part, plus labor). I asked to hear my own calls. They tell me I need a lawyer for that!! Absolutely absurd. A supervisor tells me I was supposed to pay a certain amount more every month to have this glass coverage, so I offered to pay the difference over the months I've had the plan, plus the deductible to fix the glass. I thought it was a fair deal considering how I was treated up to this point. Nope, they refused. Wouldn't budge at all. I cancelled with them as soon as I could. I paid these people for over a year, had this terrible experience. They need to be set straight or put out of business. An absolute disgrace.

I was with this company for about 2 years. I was misled, lied to, overcharged, and threatened. Here we go:
I signed up using the Kanetix website, and got a good quote based on being a NAIT alumni.
About a year into the coverage, they decided to change my plan without my authorization. All of a sudden I get an email saying "here is your revised policy." I called to ask why this happened, they tell me I do not qualify for the previous rate, as I am not staff of NAIT school. I explained that I am a former student, not staff. They tell me they never had a plan for former students... I play an extensive game of phone tag to get this resolved, to no avail.
In the meantime Kanetix still quoted rates based on being a NAIT alumni, and listed Cooperators/Coseco (It has been corrected since). It was not worth my time to keep chasing them to correct their mistake, so I stayed with them. Also, in the process I was threatened to be charged back "what I should have been paying" for the erroneous coverage... Yeah, quality customer service right there.
This spring, I called to revise my policy and to ensure I had coverage for glass, as a friend had a problem with glass damage on her vehicle which her company would not cover, so I wanted to ensure I had coverage.
My policy listed "17d," which I inquired as to what that entails with Cooperators/Coseco via a phone call. The gentleman I spoke with explained that glass is covered through a comprehensive claim, except for the windshield. All was well for the time.
Recently, a rock went through my sunroof and I called to make my first claim. Replacement cost $1500+. I was told I do not have coverage!!
I provided many examples from online where I should be covered for this type of damage. Sited many resources including some from THEIR OWN WEBSITE. The lady I spoke with had the audacity to say "it's very rare anyone gets coverage for glass" Like I'm the only one out there with a glass moonroof??? They also told me that "coverage differs from each provider" umm for a specific feature on my coverage that all companies offer? That doesn't sound right.
Now I was led me on a wild goose chase to various other representatives up the chain. I spoke with someone who told me they would "review the recorded calls" of my conversation a few months ago regarding glass coverage. They come back and tell me a different situation than what I discussed with the guy. I asked to hear this recorded call, and was informed I needed a lawyer to do that!! Of course they can just cover their rear end like that.
So I made a proposal. Based on my poor experience with this company, either I pay the deductible of $250 to fix my roof plus the cost of the "correct" coverage difference over the past few months for glass (would have been about $45 give or take), AND I renew for another year,. Or, I flush them and go with someone else. They wouldn't play ball, so I canceled right then and there, and will tell everyone I know not to pick this insurance company. They even wanted to charge a cancellation fee!! No way that was happening.
Lessons learned:
- ALWAYS have a paper trail and RECORD your phone calls yourself when dealing with ANY insurance provider.
- ALWAYS get a second, third, or fourth opinion, and don't take one representatives word on what your coverage entails.
- Apparently, "17D Limited Glass" means something different depending on which provider you choose. Google various providers, and their definition of 17D, and you'll see what I mean.
- NEVER go with Cooperators/Coseco.