GEICO review: Claim service

On September 30, 2023, at approximately 11:39 a.m. we were stopped at a red traffic light when a car plowed into the back of our 2016 Dodge Ram truck. The driver of the vehicle had Geico Insurance. We exchanged information. After the police arrived and issued the case number, we went on our way.

I reported the accident to Geico and let them know the circumstances around the event. A couple of days later, we were told that the other driver had taken full responsibility for the accident. Our insurance would not involve a claim and the damage from the accident would be handled on the other driver’s insurance.

An adjustor was assigned who sent email instructions to take pictures of the vehicle and deliver the pictures to Geico via email, or alternatively, to use a mobile phone app to submit the pictures.

We requested an adjustor be assigned to come out and inspect the vehicle at our home. An adjustor contacted us and stated that she was in Alaska. We were told our home was more than two hours away and therefore she could not inspect the vehicle. Our only option was to get pictures of the damage and upload them to Geico.

We were able to complete the pictures of the damage upload successfully. One business day after the upload was completed the adjustor sent an email that the estimate was complete, and a check had been mailed to our home address.

We immediately called the adjustor and asked why a check had been issued ($3525.40). We did not have a body shop located to do the repairs, nor did we know how much the repairs would cost. The option of needing a rental vehicle during the repair period was also not discussed. We informed the adjustor that we would not accept the repair estimate and that Geico was not authorized to issue any type of payment without speaking to us first.

We took the truck to the closest body shop, located in Tillamook, Oregon, and got an estimate of the damages of $4907.70 and were told it would be at least 12 weeks before anything could be done. The repair shop stated that they would not do business with Geico.

We went to a second body shop. That shop also stated that they wouldn't deal with Geico insurance. The second estimate was for $6179.95.

We called Geico after getting the second estimate and requested to speak to a supervisor. We were informed Geico was unable to supply the name of a body shop, that would work with Geico on a claim, anywhere, near or far, from our location.

Our complaint is that Geico has failed to do anything that would satisfactorily complete this claim. Customer service in this matter has been utterly horrible.