So I call Hagerty in search of a quote for insurance on 8 vehicles. Over the course of 20 minutes I provide details on the vehicles, their location, approx annual mileage, driver details, etc. Apparently at least one of the vehicles has a value that requires me to work with one of their "specialists." So I get transferred, where I sit on hold until the department of "specialists" ends their day (6pm ET), at which time they cleared the phone lines, and my call was dropped. (It took me a while to discover what happened regarding the ending of my call). Anyway, I spend the next 30 minutes attempting to find a human who can help me reconnect. It was during this process that a light was shone on what actually happened.

Do people really work this hard to be a company's customer? Is there such thing as "service" anymore? Good grief, what a ****-show.

Time for a drink.

 

Sadly this is what "customer service" has devolved to.

 

Try creating an excel spreadsheet with all the data they need to complete the quote (most will complete the quote assuming good driving record if you ask, so you don’t need to provide dl# or ss#). Ask for their email , send it to them and ask that they communicate back to you via email if they have questions. It’s still kinda a pain, but much better than sitting on the phone for hours trying to get quotes.

 

there you go....this may be your solution, but I'm not going to work my *** off for the privilege of paying them a lot of money to be their customer. Head-shakers all-around.

 

If the combined value of your cars is over 500K, you can get a special program at Haggerty that gives you better rates and a dedicated person to handle your account.

 

This is funny.

 

I just use my broker for this stuff. I don’t have the patience to deal with it.

 

Yep. Sounds like that’s the direction OP needs to go. I did the same for many years, but eventually costs became too high and I had to go another direction and switch brokers. If you don’t have time for all this, just find a broker you like and pay the bills they send.

 

some of you guys are part of the problem as I see it (just my opinon). I am moving away from the broker system. I have the time. That's not the point. When did things devolve to a point where you had to work/beg/hope to be somebody's customer? Service companies provided a modicum of SERVICE not too long ago. There was a time, not too long ago, when a SERVICE company would do everything possible to save the customer time and effort. No more. Sad state of affairs IYAM.

 

Pepperidge Farms remembers

And who’s begging? I just have better things to do with my time.

I contract with people who know the system and can get results. That’s not a new thing.

Yes, service is worse than it has been - but service has been bad for awhile, even pre-COVID. Probably since at least 2016.

Ever try getting a contractor or subcontractor to do a renovation? I’m standing on the curb with a $100,000 pleading with someone to take my money. Now that situation does feel like begging. It’s been like that for years. At least with insurance, it’s easy to find a broker who can do the leg work.

 

If anything, this experience demonstrates the value of a broker.

 

I agree customer service seems to be a thing of the past.

The sad part is, nowadays, all the information insurers need to quote your cars is largely online & available (from companies like LexisNexis). Hagerty is likely a bit behind the curve with their technology integration.

With that said, there is no excuse for the terrible experience you had and would not blame you a bit for looking elsewhere.

 

Wow, where do I start...?

You definitely need to be working with a local Independent Insurance Agent to assist you with this. I've been one for 30+ years and can tell you that buying insurance, especially as your situation grows in complexity with regard to the accumulation of assets and net worth, is best handled by working with a competent local independent agent. Insurance is a complex and complicated product and the last thing you want to have happen to you is to have a large loss and find out, after the fact, that your coverage wasn't properly written. Like any industry, there are a lot of rockheads in the insurance agency business, but there are a lot of great agents and agencies out there as well. I liken it to having competent CPA and legal counsel relationships. Hagerty is a fantastic classic/antique/collectible automobile insurer, but why in the world do you want to "go it alone" and try to deal direct with them, or any other insurer, for that matter? I can't imagine that there would be a ton of premium savings involved in doing so.

An insurer is not a SERVICE company, they are a provider of coverage in return for your premium. You are merely a number to them. Your local independent agent is your SERVICE company/provider. Obviously I'm biased, but that's my $.02

 

some decent points. But a good agent is one that always feels motivated and ABLE to deal with underwriting. (often the complexities dictate this) They don't grow on trees, you know. And if carriers didn't feel qualified to provide SERVICE, they shouldn't attempt. Once they make the attempt, they should deliver. This goes in person, on the phone, or on a customer-facing website. My $.02.
t

 

I couldn't agree any more with your statement I bolded above...

I like to think that meeting those two above criteria has allowed me to make a decent living and build a nice little agency over these past 3 decades. One that will hopefully transition to my kid over the next decade.

And you're 100% correct - they don't grow on trees. Like any industry, you sometimes have to do a bit of legwork and trial and error to find a good one. Hope it all works out for you!