Infinity Insurance Agency, Inc. Reviews 578

Absolutely abysmal service, no sense of urgency, and almost no sign of responsibility.

Infinitiy claimed fault for a T-bone accident i got into several months ago. I was unable to drive the car after the accident due to structural repairs that needed to be done to the chassey. For several months, i would frequently receive little to no response at all from infinity. I had to constantly nudge them to get off their butts and reslove my case. After dozens of emails and several (unsuccessful) attempts to reach them by phone, it took them almost THREE MONTHS just to send an adjuster out, and even then, they had to send an adjuster out three different times because they kept calling an adjuster from california to go look at my car, which was sitting in an auction lot in central texas. HOW DOES THIS HAPPEN? My insurance company had an adjuster out to look at my vehicle the SAME DAY i took it in for evaluation. Complete incompetence.

After several months of being without a car, im down several thousand dollars due to vehicle rental. Which i expected to be compensated for with a loss of use program of some kind. But no, when i asked the rep i was assigned, Jaime Aguilar, he pretty much acted like he had no idea what i was talking about. He asked for an invoice for my car rental and he said hed see what he could do. After sending him an invoice, and then emailing him about it again, he stopped answering my emails and has not called me back about it. I tried calling his supervisor, Natelie Elison, as well but, of course, she never answers the phone and i cant even leave her a message because her machine is always blocked up. Since my car has been repaired, I have been emailing Jaime from infinity every day in an attempt to get a response at all from him about this.

So thanks Infinity. Thank you for sitting on you butt for MONTHS doing diddly squat while i was without a car and then footing me with the bill for your own mistakes. Real classy.

Horrible company, I got rear ended at a red light by one of the people they insure and they Deny the claim. Didn't stay in contact with me, never returned phone calls, could care less. Please show somewhere else.

How are they in business? Literally the WORST company ever. 1) Husband has an accident on 11/30/19, files claim the same day. 2) Infinity tells him he can only take it to two 'approved' body shops (both 25 miles away) if he wants them to pay for it. It's CLEARLY written in our policy that we can take the car to a mechanic of OUR choice!!! Infinity finally says 'fine, but we'll only pay 80%'. Ok, whatever, let's get it fixed. 3) My husbands truck sat at the auto body shop for 30 DAYS waiting to be paid by infinity. The auto body shop threatened to charge $100/day for storage. 4) So so so SO many unreturned calls from our terrible 'representative', hold times are 20 mins plus each time, etc. Seriously, DO NOT TOUCH THIS COMPANY with a 100' pole.Hope Infinity enjoys my report to the California Dept of Insurance!! Bye Felicia!

I was stopped in heavy traffic and the lady behind me was also stopped. A guy who has Infinity didn't stop and pushed her car into mine. He then fled the scene, but we had his plate number and the cops gave us his name and insurance information.

Infinity is dragging their heels about paying because they can't determine who the driver was. GIVE ME A BREAK! The guy claims he leant his car to someone who he doesn't know their name or where they live and that person brought it back to him damaged saying they had hit a pole. REALLY?!?! They loaned their 20-3-K vehicle to a complete stranger and never asked their name even when they brought it back damaged?

And now I'm stuck without a vehicle and an adjust and her supervisor who won't assist me or answer me. Her voicemail even says "If I dont' return your call email me". Seriously?! Who does that? In my work if I don't return my customers calls I get fired.

Update: the people who responded below are very polite, but useless. All they do is notify the people who won’t respond to me in the first place. So I continue to be ignored with no one returning my calls or emails.

The Worst company EVER ! I got into an accident from a client of this company that had the fault and NEVER cared that I was at 12 weeks pregnant and my car was at total loss. Communication for updates on my claim is poor, they never pick up their phones nor return phone calls. I've left multiple messages since the day of the accident with multiple people and yet have not received a check for my car nor have I received reimbursement for towing and storage. The excuse was " we are still investigating this case" when my insurance company recieved all information needed within 2 days of the car accident. Worst insurance company EVER !

My name is jeffrey lott ive been with infinity insurance for many years but just recently my daughter was in a car accident 11/14/19 going to work after borrowing one of my vehicle's but the other vehicle was at fault i didnt even want to file a claim with infinity because the other insurance company already excepted liability but i had to report the accident for the record but just so happen my daughter wasn't on my policy but my wife is but me and my wife is separated and my daughter stay with her but now infinity tells me i had to add her to my policy which i did shortly after but now they sent me a letter saying my policy will not be renewed as of feb 7 2020 i never missed a payment and this is how they treat a loyal customer but since the accident me and my family has rekindled and gotton back together in the same household as of this policy i dont want to bad mouth infinity because they have did me well over the years but i think it could have been resolved better than this since i was in compliance with what they told me and to get a letter like this while dealing with my daughters injuries is just overwhelming please email me if there is a better resolution policy 109800447099001

It's been 6 months since I got rear ended. It was deemed i was not at fault. I have left RIchard Perry several voicemails throughout the last 6 months and he has not returned my call once. I decided to call his manager 3 months in and guess what, he doesn't answer his phone either.

This company really deserves negative stars. If you purchase a policy make sure you read the entire thing. I was in an accident on November 16, 2019 of which I was not at fault and filed the claim the same night. I then learned that there was no rental car coverage provided within my “Full Coverage” policy. Their customer service is trash, I have no idea why they’re still even up and running when its abundantly clear the employees aren’t doing anything the majority of the time. They didn’t even start working on my claim until 2 weeks after my accident and when I cancelled my policy and asked for a refund they gave me an extremely hard time about everything, if it wasn’t for my lawyer they probably wouldn’t even be paying for my car, however after constant pushing they’ve finalized my payoff amount. Its now January and I’m still waiting for them to payoff my car loan and give me my portion. Terrible company, terrible people working there, just terrible.

I filed a claim about one month ago, sent out the paper work over 3 weeks ago and I have not heard anything. With being on hold for 30 minutes waiting for a representative to tell me that the claim has not been updated and the adjuster never returning my calls, it has made this whole experience dreadful, no other insurance company would treat their clients like this. It’s almost as if no one works at this company because no one is doing their job. I’ve been suffering from an accident that wasn’t even my fault and this insurance company is not even doing anything about it which makes this aggravating. So I agree with all the one star reviews.

Claim (# 20003616736). The repair shop called me over a week ago and told me that my car was ready. Which is good news, except that they can't release it to me yet because Infinity has not issued the payment. It's been over 2 months since I had the accident, at this rate it'll be 3 months before I get my car back.

I wish I could give negative stars, this company is horrible!! Dealing with Infinity was worse than the actual accident! They never return your calls, I’m pretty sure my adjuster doesn’t exist because I’ve never even spoken to her. My accident happened 2 months ago, they told me they wouldn’t pay for the storage fee when the only reason my car was in storage was because their client hit me! And they take their sweet time so they don’t have to pay. The customer service is horrible, I will not be recommending this company to ANYONE!! This whole experience has been a nightmare. Does anyone do their job in this company???

Much like many of the reviews here, I was involved in an accident with one of their insureds on November 19th. With the exception of the original call to the 800 number to get a claim number I have yet to talk to anyone in person. The adjuster Jave Alvarez has never answered the phone and the voicemail is usually full. It's a month later and nothing has been done. I'm just going to file the claim with my insurance company and let them subrogate.

This insurance company is the WORST. My wife was hit by one of their insured on 10/23/19. It took them almost a month to have a person come out and inspect the vehicle. The adjuster handling the claim; Mr. Chris Ochoa is nowhere to be found. When I did contact him he told me that payment was released on 11/27. Well its 12/19 and i still don't have it.

Yasmine was really nice, kind and helpful. You guys should be proud of having that type of agents who provide an excellent customer service.

On December 3rd.2019 I got an a horrible car accident where I wasn’t fault of ,I made a claim the same day of the accident and I only received 1 phone call from my adjuster Christopher Ford , sense the accident ,the appraiser told me the car was a total loss, Last week but ever sense then I haven’t heard anything, To make matters worse I have car rental insurance and I never got set up with one sense the accident, it’s so ridiculous never been an a situation where a car insurance doesn’t follow up , I’m learning the hard way , going forward I got a new vehicle where I need the total loss letter , so the dealer can pay the Gap insurance, to top it I found out today through Geico that the company put me as fault of the accident, that’s false information clearly the other driver of The vehicle was the one who ram into my car was driving under the influence almost killed me and my vehicle was brand new 2019, whyyyy I have to pay anything it doesn’t make sense , I’m so upset , this insurance is a joke , I’m done never going to GET a broker insurance, all I want for them to do there part pay for my car and to give me the loss letter, ohhh lol the funny thing is they are so quick to send me a letter about paying the remainder of the policy like no I’m not...WORSSSSSSEEE INSURANCE

My car is waiting for my adjuster Nataly Olive for more than 15 days
She doesn't even say nothing to me just never get the phone or text back something really simple Im still paying my insurance tthat money is still going to them directly fom my bank account .Im gonna be needing to take a further action this is disrespectfull.

VERY BAD INSURANCE COMPANY!!!!!!!
I’m so glad that my policy is about to be over and I’m starting to look for a new insurance company and before getting into an other insurance company now I know to see their reviews before start giving my money away. I’m going thru a very bad experience with Infinity insurance. I will be reporting this company to the BBB I just found out that besides paying a deductible of 500 I also need to pay a co-pay I have never heard of this before.

Do not buy this insurance because they cannot afford to pay people and the accident they wanted to pay half of a half when it was their clients fault to begin with they do not pick up the phone or return messages.

worst decions ive ever made ... worst insurance ever customer service is super rude

DO NOT GET THIS INSURANCE
I got this insurance because it is much cheaper than other policies
I've experienced horrible Customer Service.
Don't even bother filing a claim because they will make it impossible
they don't cover ANY claims.
The adjusters and managers are very rude and do not return calls.
one of the adjusters named just showed up at my HOUSE, with out calling.. they said to complete my claim they would need me to bring in phone call history any debt or credit accounts, ebay accounts, cash app , venmo and lots of info that has
NOTHING TO DO WITH MY CAR OR CAR INSURANCE