A member of the Farmers Insurance Group of Companies
This is not Farmers Direct Insurance Company. This is not their web site however I was
a customer of Farmers Direct owned by Farmers Insurance, for a brief period of time and
soon after changed insurance companies due to many very troublesome problems. This
is our documented history of OUR problems, one after another,
one on top of another. My advice to you is NOT to use Farmers
Direct. Their prices may be good but the service is very poor. If you are
considering insuring yourself with Farmers Direct or Famers Insurance PLEASE
read our story and then the emails at the bottom. Again, I am not affiliated with
Farmers Direct nor am I affiliated with any other insurance company. We are just consumers
who had enough. Enough to buy the domain name farmersdirect.com and air our
experience. (I was amazed that the domain name was available even though now it makes
sense considering how unorganized they are.) Note: I no longer own
www.farmersdirect.com. That's a whole different story. For now this web
site resides here. We wanted to let people know a little more about what we went
through while dealing with Farmers Direct Insurance Company with the hope that someone out
there might benefit by being aware of their internal problems or avoiding them all
together. We have received e-mail from people who have had a brush with Farmers
Direct as well as people just looking for insurance. I feel there are plenty more
where that came from. I am currently interested in any experiences you may have had
with Farmers Direct Insurance Company (A member of the Farmers Insurance Group of
Companies) so if you are currently dealing with Farmers Insurance, Farmers Direct or
are thinking of doing so I would like to hear from you.
|This is OUR account of
Farmers Direct Insurance Companies customer service department. This may not be your
story nor might it be typical of Farmers Direct, I only have my experience to go by and
the occasional email from people who have contacted me with their problems. Some
comments within this page are MY opinion although the events are genuine. As we
encountered these problems with Farmers Direct we began to make a log of every problem we
had. Apparently so did Farmers Direct although we later learned that Farmers Direct
deleted the all problems within their log files of events pertaining to my account with
- Beginning of February 1998 -
Phone call to Farmer's Direct to get general information. Talked to a knowledgeable
person who gave me rates for 3 cars to insure.
- 2/16/98 - Called again and spoke to
someone else. When confirming rates I got different rates on the identical coverage
on the same 3 cars. I asked further questions trying to understand why the rates
were different but he couldn't give me an answer. I asked him to please ask someone
else (supervisor, etc) to see if he could figure out why the rates were different but he
refused. I became frustrated so I hung up on him so I could call back and deal with
someone else (since he refused to talk to someone else or pass me on to someone else).
- 2/17/98 - I called back again and
spoke to someone else that I had never spoken to before. I got the same rates quoted
as the first phone call so I decided to go with Farmer's Direct at this point. I
wanted to switch insurance companies immediately because the rates with Farmer's Direct
were cheaper than my current insurance. I was told I could have an automatic
deduction taken out of my checking account. I gave my account # and told them that
the date should be effective as of today (today was 2/17/98). I
asked them to fax me identification cards so I had proof of insurance.
- 2/17/98- The first cards that were
faxed to me had my first name spelled wrong and the effective date was 3/17/98
instead of 2/17/98. I stated on the phone
that I needed insurance immediately which is why I had an automatic deduction taken from
my checking account. This was the root of our problems. The person who made
the mistake with the date exposed a serious flaw in their system.
- I received via fax new cards with the corrected first name and corrected effective date
but now my middle initial was wrong (it wasn't wrong before!). I called AGAIN
to ask for new cards AGAIN but never did receive them. (Note: what was faxed
was something that someone typed up by hand and as we later found out, did not reflect
what was in their computer system.)
- Soon after received insurance forms to sign via mail.
- 2/24/98 - Sent a letter with the
signed insurance forms stating the above 2 occurrences. I asked to please be sure
the effective dates are 2/17/98. I also stated in the letter that I
need the new ID cards to list both spouse names instead of just one.
- 3/9/98 - Received insurance packets
for 2 of the 3 vehicles. The effective dates were 3/17/98
and only one spouse was on the cards! Called FD to see if their computer date was
correct even though the paper date was incorrect. Unfortunately the date that had in
their computer was incorrect being 3/17/98. 3
weeks have now passed and according to FD our vehicles are not insured yet. We
cancelled our previous insurance 2/17/98 and now FD does not have us
effective until 3/17/98. According to all
this our vehicles have not been insured for the past month even though the $$$ has already been taken out of our
checking account. According to PA laws, any lapse in car insurance is enough to
revoke your license for a period of time. We both would be subject to license
revocation. All because of a typo that they could not correct. At this point
we were beginning to realize there was something wrong with this so called insurance
- 3/9/98 (evening) - Called to
explain the situation. Spouses name was not listed and most importantly - the
effective date was still incorrect. Was told that new ID cards would be
faxed to us first thing in the morning of 3/10/98. Also new
insurance packets with the corrected date would be sent in the mail.
- 3/10/98 - ID cards were faxed late
in the afternoon with the effective date corrected and spouse name added. Spouse
name not spelled correct. IF the person who had typed it would have
read the damn thing they would have realized that the name they typed wasn't even a
name! Didn't bother calling about the name typo. At least I had the correct
effective date listed on the ID cards with was THE most important thing.
- During the month of March my Credit Union
asked for proof of insurance on Pickup truck because previous insurance company notified
the lean holder (credit union) that the the policy had been terminated. I forwarded
the request to Farmers Direct so they could send proof of insurance to my credit
union. Farmers Direct sent the policy of our Ford Taurus to our Credit Union.
?!?!?!?! I received a notice from my credit union stating that if I didn't produce
proof of insurance on the vehicle they were going to begin legal action. I had to
apologize to the Credit Union and I explained my situation that I was dealing with a poor
excuse for an insurance company. I sent them a photocopy of my policy on the truck.
- During these few months I would call just
to ask what the effective date was on my three policies with three different vehicles
was. Every time I would get the same answer...3/17/98.
Each time I would explain with frustration that this was WRONG and explain why it was
important that it be corrected due to the insurance laws of Pennsylvania. I would
ask them to bring up my complaint log which I learned was being kept with my account.
They would see right from the beginning that I had been trying to get this problem
of the incorrect effective date fixed without success. Each time the customer
service person would put a request into the computer to have the date corrected.
Each time the person whom I was dealing with would log my complaint into the
computer. I had been assured by every person I was dealing with that this would be
corrected. I would ask, "When do you suspect that I can call back, ask what the
effective date is, and get the right answer? Four days? A week?"
I'd be told some time frame so I'd call back probably double what they said just to give
them a little more time. It never was corrected. I got to the point that once
I got the answer of 3/17/98 I would immediately ask for a supervisor,
someone who had a little more power. Honest to God himself, I went through THREE
supervisors, each assuring me that they would take care of it. Again, no
satisfaction. I believe they were telling me whatever I wanted to hear. I asked,
"Who actually changes the records?" They told me it was the under-writers
part of the company or something like that. I asked for a phone number and a person
I can speak to directly who might be able to fix this problem. Their answer was,
"I am not authorized to give out that information." "Well, can I
speak to someone who can give me that information?" "I'm sorry but we are
not allowed to give out that information." So I was stuck with calling week
after week getting the same answer.
- March 13, 1998 (Friday the 13th)-
Bought a new Honda. Day prior to the purchase I called Farmers Direct, asked
for a supervisor, and explained I was buying a new car but I was having trouble with them
and I didn't want a problem with switching insurance to my new car. I was told, very
re-assuringly that I should call the day the transaction takes place and this particular
supervisor will take personal responsibility of switching vehicles and will send out a new
policy ASAP. Also I was told that I have a one month grace
period when I buy a new vehicle so insurance coverage is immediately on the new vehicle.
I called that day to confirm the transaction. Two almost three weeks go
by and still no policy in the mail. I call Farmers Direct. I ask, "What
vehicle is insured under this policy?" "A Ford Taurus." I flipped. I am within a week of not having
insurance on my NEW CAR!!! I wanted an answer to why my policy had not been switched
to the new car the day I called like this supervisor assured me. Her answer was she
forgot. SHE FORGOT!!!! If I forgot to pay my insurance
bill....well. They finally switched it but IF
I had not called who would have reminded her and how would I have learned of this??
Possibly the State Government telling me my license is revoked because I don't have
insurance on my new car? Or the credit union who hold the lien on my new car?
Maybe the court system when someone rear-ends me telling me I'm liable for damages because
I had no insurance at the time and by the way, give me your license.
the Hell were you waiting for??? Go with another provider!! The main item was I
wanted a copy of my three policies with the effective date of 2/17/98 just to have a hard
copy that would stand up in court showing that there was no lapse in my coverage of any
kind. JUST IN CASE. Once I had that I was out of there. I
got what I wanted right around the time I bought the new car. When I got the new car
I needed a copy of that policy with the correct policy effective date too within that one
month grace period but the ending date offset by the one month that they couldn't seem to
fix. It was like pulling teeth. Finally though I got what I wanted.
I finally picked up a new provider and allowed the two policies to overlap by a few
weeks just in case. (here is the final fax)
Now I thought that you paid ahead on insurance. However, I got a bill
for what I owed on these three policies. Instead of putting up a fight I was just
going to pay it but first I gave them a call. I asked, "Would it be possible to
push the cancellation date back to the day after the new insurance started?"
Well of course they never heard of doing that and didn't know how. Just out of
curiosity I asked, "Can you tell me the effective date of my three cancelled
policies?" My answer was 3/17/98 not
2/17/98 as it should have been. Not much caring at this point because I had my proof
in my files, I said, "You know, I don't want to get into it but if you look at my
complain record you'll see how long I tried to get that corrected because it is
wrong. The person said that they didn't see anything about the effective date in the
complaint log. Questioning a little further I learned that ALL of
the complaints and problems were DELETED out
of my record. GONE. HISTORY. A
MEMORY. MY MEMORY. So this must be how they deal with their mistakes.
Sweep them under the rug and move on to the next victim.. I mean customer. No,
"Sorry for the inconvienience." No, "Here's a little discount for all
the times you had to call to try to get that effective date fixed (not that it
was)." I vowed at that moment that I would put what I went through on the
internet and use whatever resource I could to expose what they call customer
service. I think I even told the sales person on the phone I was going to do just
Well there it is Folks!
Do what you wish with this information. I consider this to be my contribution to
consumers who are struggling to get the most for their dollar. Keep in mind
that I have been getting e-mail after e-mail from people telling me that they have been
having troubles with Farmers Direct too in some capacity or another as well as from people
steering clear. All I can say is pick another company. I don't care who it
is. Tack up a piece of paper with a dozen names and throw a dart. Just don't
get burned as I did. It wasn't worth the money I saved one bit. The stress
along is worth having an agent to speak on your behalf. I am happy to say I am back
with my original agent who has helped me get very good rates with company that need not be
mentioned. Please don't make my mistake.
God only know, what if I had to use this insurance company during a crisis.
I certainly don't feel comfortable with that thought.
For further educational reading regarding
Farmers Insurance follow these links to a very comprehensive sites full of experiences
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