Infinity Insurance
Reviews and Complaints

My car was damaged in a pot hole / water a day we had a terrible storm. Paramedics had to rescue I and a few other cars. My car was towed from a local tow truck to a nearby collision center. This was dec 26 2019 today is january 9 and they have not resolved or attempted to pick up or even check the vehicle. It has been sitting in a parking lot. I have called numerous times different people have said maybe tomorrow and just ask for my claim number. Is this how infinity insurance work? I've never missed a payment and I trusted in my insurance company to help me instead, they have not returned phone calls is willing to pay for storage (I hope) over 3k.. How will adjusters know what was damaged or where the water damaged/or went. I have a child who I need to take to speech therapy classes and I had to rent a vehicle. I know this is not your problem but it is to handle my claim in a reasonable time frame. I'm beyond disappointed in my choice of insurance company. I expect a call or email back within the next 24 hours at this point I need to turn to social media.
Infinity insurance [protected]

Claim# [protected]
I have been trying to contact the adjuster since November. I have gone through the website, called the office, and emailed. Her name is Elissa Capeling and her supervisor is Devin Jones. I have left several messages for them and they do not return my calls. The one time I spoke with Ms. Capeling she asked for my vehicle info and then said she would get back with me regarding days of work missed but she never did. I received a check for damages to the vehicle and a check for personal injury but I am needing to reimbursed for the time taken off work and for the emergency visit to the doctors to get an ultrasound because I'm pregnant. These things would not have happened had the client not hit me. I have not cashed the checks I have received because they are not for the full amount. I have emailed the company and the emails are showing received and read and still no response from anyone. Is this insurance company fake or a scam? I need someones help with this asap.
my email is [protected]@aol.com
[protected]

I have full coverage insurance and I pay a ridiculous amount for that coverage considering the very unsatisfactory service provided to me. My vehicle was stolen in October and was recovered a total loss so understandibly an investigation took place I have been very patient and forthcoming with any needed information but it is now almost January, the investigation was completed about a month ago and I was told on one of the very few phone calls that were answered that an estimate was being conducted and would be complete within a day or two it's been almost a month and I have not gotten a single return phone call I got some peperwork in the mail stating an amount they may pay but still no call to answer my questions. All the while I don't have a vehicle and can't even begin to look for a new one until this claim is closed so now I continue to wait. I also was leaving a voicemail just a few days ago and I mentioned contacting the better bussiness buero and my voice message was stopped manually yet I still received no return call.

I am very disappointed in this company they have done nothing but steal my money. First off I had got full coverage on my brand new Dodge Charger 2019 was so excited to get insura͏n͏ce with infinity paid down payment and got my new policy. I sign up for direct deposit first payment went threw fine. Second payment was a hassle because I know what day to pay my insurance and I had the money in my account I had more then enough $300 so when the day came I saw nothing was taken out of my account. I waited two additional days because I know sometimes it will take longer than usual that was not the case. I called my insurance company and talked to an agent he claimed that it had already taken the money and processed. So I took his word for it ok thank you but before that I had explained to him that I'm looking at my account right now and I still have the money. Agent told me not to worry about it. So I waited 5 additional days after that still nothing I had got in the mail that they will be canceling my policy. Gave the insurance a call again I said what is going on you guys can not be playing like this it's not a game I have the money what's the issue your telling me it's paid but I clearly see it's not. Agent stated again well everything looks current to me. My insurance ended up canceled next month and guess what I had to open a new policy and pay another down payment that was not okay for me because infinity told me false accusations and I had to pay $600 more out of my pocket for a new policy for another insurance that's stealing money making people pay over and over for down payments. On top of that I opened a new policy and got a letter in the mail from collections from infinity that I need to pay $200 for something that was not right. I need some one to contact me right away about this because this is unacceptable taking people money agar to did not tell me I needed to pay anything about paying extra money for infinity when I opened a new policy. Please contact me about this matter at your earliest convenience as I am 7 months pregnant and have a full job and I have enough stress and financial problems.

Danielle.[protected]@ldhg.com

They took the wrong amount of money during my payment, told me to wait 1 business day, then said to wait 48 to 72 hours and started ghosting me after I asked to speak with the supervisor of customer service department.

This was through both phone and online services.

Infinity Insurance should have complaints about them filed with federal bureau of consumers. They are intentionally robbing people and feel they can get away with it for being a large corporation.

my girlfriend car has been on going now for almost 3 months. I do understand theres more to be done for safety. but insurance denying to extend the rental car is unacceptable how slow they work! the body shop where they took our car sucks and keep messing up and redoing and ordering new parts which takes days to come. and now the car is in dealership because they cant fix it. 30 days rental is over been paying out of pocket for rental car for over 2 months and on top of that were still paying for monthly payment of the car. all the delays in non our fault and WE ARE THE ONE SUFFERING! for the GARBAGE SERVICE OF BOTH INIFINITY AND BODY SHOP!

I was in a car accident that was not my fault about 4 months ago. I had a witness and got the person at faults insurance. I heard nothing back from my insurance for months. They only wanted to pay 800 for the damages and apparently had a shop picked out for me. I did not want to take it there and had told my adjuster that. He acted like he had no clue what was going on every single time I called. Very unprofessional. When I took my car to a well known body shop in my area they told me that they would contact my insurance and get everything handled. Turns out my adjuster would hang up on them and refuse to talk to them so they proceeded to call infinitys corporate office to file a complaint. Now I have to pay a 1000 dollar deductible when it was not my fault. They never contacted my witness or the person at faults insurance. Not to mention how much I pay this company a month! Horrible insurance beware!

On 9/26/19, I was rear ended on the freeway by one of your insured. He admitted fault at the scene and it was a clear case of liability on his part. He gave me his insurance information and when I arrived at work I contacted Infinity, gave my statement and was given a claim number - [protected]. They assigned me an adjuster, Darren Englebrecht, told me to contact one of their body shops, Excel Body and Paint, and make an appointment to bring my car in to get it examined. I did so and the body shop returned an estimate to me and to the adjuster. Then all activity stopped. I have called Darren Englebrecht no less than 7 times and no return phone call. I have also contacted Mr. Englebrecht's supervisor, Steve D'Ambrosio, no less than 3 times, and no return phone call. I am moving forward with legal action if this is not resolved and QUICKLY. I have access to the BEST legal team, as I work for a law firm, so someone better get a hold of me quickly.

So I was hit by one of their insured last Friday I've been trying to get a hold of the adjuster on Mike Lane and unable to I cannot get them to give me the adjusters name extension or talk to supervisor all they do is tell you 24 to 48 hours will after the 48 hours you still get nothing no one‘s called no one should contact me if you want transfer me to my jester day do nothing but run you around in circles and hang up on you when you asked to speak to her supervisor

I have had insurance with them for years my policy number is [protected], On Thursday 05/16 I was hit by another policy holder with policy number [protected]-001 he submitted a claim number [protected] I called the very same day to report the accident and was told I needed to do nothing since he already submitted the claim and an adjuster would call me. Since then I called daily to both Bernice Guzman and Jenita Vidal and today to Marco Gonzalez I have left several voicemails and their voicemails for jenita and marco are full unable to leave any more messages. when you call claims department it is over 20 minutes of hold time just to be told the adjuster will call you they are investigating. How are they investigating if they have not asked for pictures of my car or even my version of the accident? No one has contacted me no one has asked for pictures of my car which is sitting in a lot since it was towed. No one can help me, I call claims department and all they tell me is someone will call you. Since then I have had no car to go to work, they don't care no one calls or gives information and their supervisors voicemails you cant even leave a message as it is full . I will be contacting the BBB to submit formal grievance and may retain an attorney

I Eliud Flores was involved an in accident that resulted an in accident, of one on the day of 2-14-19 I called it in on the day of . I was told to wait for a check in the mail, it never arrived so I called it in and it got canceled, I was told it would take 5-7 days to cancel and the same to issue a new check . So I waited nothing so I called and they said they would issue another check I'm still waiting . I've called several times and I'm given the same answer and or they can't find my claim number which I provide every time . If not I suspect or feel like they will tell me I never, submitted a claim . I have asked to speak to someone in charge they give their numbers and the voice mail is always full . My truck is still not fixed and I continue to pay my insurance on time, with infinity not caring about my situation, that's how I feel my number is+[protected] I need closure

I want to make a complaint about Infinity Insurace Company employee Ed Hildago. I'm very dissatisfied with your employee's behavior. I'm trying to solve a problem regarding the Claim number [protected] and he's not willing to help me at all. Each time I want to talk to him, he's very disrespectful, he refuses to send me the paperwork from the accident or to answer to any of my questions, he yells and he hung up the phone while I'm still talking. I asked to talk to his supervisor and he laughed at me and said..."good luck".
He's not supposed to talk or treat his clients this way . I'm very disappointed by his attitude and language.

This manager was the most abnobxious person in customer care. We have been paying customers of infinity for over 5 years now. Two months ago we moved and I called to report that, when CHRISTIAN the customer service person at that time, asured me the changes were made and that the policy had decrease substantially due to that fact. And then today my husband calls and speaks to MILY the most clueless representative ever, stated our policy was going to be cancelled beause we were reportedly having dual garaging addresses and that was forbidden, when little did they know that they had been carrying over the mistake from two months ago. Then supervisor ALEX, tells us that because of what MILY had assumed, the cancelation was inevitable. So i took over the phone and told him about the previous change we had made and all he had to say was " well at this point, we could only change ur epolicy to the current address and its going to increase by $200" . These people are so incompetent. It was not my fault the entire team doesnt bother to look at notes to make sure everything is in order before making assumptions. They were so quick to assume my husband was lying to them. I want the CEO of infinity to look into this agrevasion. A loyal customer should NEVER pay for the company's representatives mistakes.
DO NOT RECOMEMD THIS INSURANCE COMPANY TO ANYONE.

Warning do not give these people your money they lie cheat and steal. For two months I have done research on them. There are thousands of complaints where they did not pay the claims, they did not answer phones and they did not do what they said they were going to do. I call the Better Business Bureau and they have thousands of complaints. I contacted the Texas commission of insurance company and they also have Complaints of all kinds of sexual harassment lying cheating and stealing. My trucks that for two months waiting for payment payment was never received my truck ended up going back now I owes a 1000 dollars to the lien holders.I am starting a class action lawsuit I have over 400 people contacting [protected] my name is Patty Smyth

I had insurance with this company, they have very poor customer respect and I would not recommend this insurance to anyone. The company guidelines and customer service needs a major change. Seems as they feel they are doing you a favor and do not communicate directly and effectively. Wait times on the phone are excessively long and the act to help is minimal. I have seen other customers give poor reviews to this company as it seems fit. I regret I didn't change company a lot earlier. Look elsewhere, there are other companies with better service at equal price.

Hello,

I wanted to inform I had the bodily adjuster reschedule me plenty of time very unprofessional. I would always confirm to later have him, not show up to my house. His name is Jessi Díaz phone: 786-457-0039. I also had another adjuster who would be the one to give the estimate for my back bumper never called me and letter mailed out his name is Nasir Pérez phone number 305-714-3250. I am very disappointed on how things are being handle. I was the victim here and need my car to be fix ASAP. If not I will be filling a law suit against the company and the driver who hit me. I am fed up and need new adjuster to reach out to me ASAP. My email is: [protected]@gmail.com I have tried plenty of time to reach the claims department and it has also been unsuccessful

My truck has been on one of the infinity in network shops for over 2 months, my car rental 30 days are way over and I cant afford to pay out of pocket. I called my claim adjuster and she told me there is NOTHING she can do. They state they are waiting for parts, really over 2 months and you cant get parts for a small minor collusion? I can't afford to pay for a rental I need someone to help me get my vehicle fixed and back to me. I pay 1200 a month for this vehicle that I cant even use because its been in the shop and on top of that I have to pay for a rental to get to work. This is ridiculous! I was told this would only take 8 to 10 business days to fix with your guaranteed in network precious shops and here we are 2 months later! I need some to help me solve this ASAP! I pay my monthly INSURANCE payments and I expect the same from them!

V/R
Debie Hernandez

In september a family member of mine got into a car accident with their own car. this family member had their insurance call my insurance to see if they can help. when infinity adjuster called me I told them infinty has nothing to do with this! she then asked me if anyone in the house hold drives my car because usually everyone in the house hold has to be on the insurance. I asked her if it was free... I then told her I dont want anyone on my insurance! & that this was my billing address! I was moving in 2 months so it was pointless to do so... I moved november 1st and I have proof of this move (lease agreement) now four months later they decide to add three ppl that lived at my old billing address to my account without prior contact with me! I called customer service when this happened and they told me that I have to speak with my adjuster. I call my adjuster and she tells me customer service handles that. I went online and switched my address and tried to remove the other three people on my account since no one seems to be able to help me! not even sure if it went through at this point! they also sent me a letter that stated they are dropping me after these 6 months because I never let infinity know if I was using my car for work. the adjuster that called in september and a prior call from an adjuster asked me this question multiple times and I answered them! go through your calls and my requests and fix my account! this is bad business! I should'nt be getting dropped after 6 momths and I am requesting for the extra $275 they took from me because they decide to just add everyone to my accountwithout prior contact with me to be returned to me! idk how an insurance company can just change your whole account without contacting me no longer than a month before they decide to make these changes! please help!

I can never get a hold of my adjuster. Information is never consistent. My vehicle sat on cinder blocks for 4 days before they could send anyone to pick it up, even though it was scheduled to be picked up Monday. It showed up at the shop to be appraised on Tuesday but no one was available to appraise it. Supposedly they only do appraisals on Wednesday's but it wasn't done and no one knows why. I have not been put into a rental car as of yet, and it's been over a week! I have no transportation to and from work, and this is complete [censor]. Now my adjuster finally calls back and he cannot approve me for a rental car even though my coverage covers rental car, but he cannot approve it until I prove that I purchased my vehicle!?!?!? I cannot get a hold of any manager there either. No one returns calls until an internal message is sent. Why is nothing being done?