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JMaj7
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Buyer Beware - Intact Insurance Manager called me an "idiot" via email quote:

Disclaimer:
The following is an opinion I have arrived at, due to my experience with Intact Insurance and it entails the best recollection I have of the sequence of events. This response was unprovoked and it is indicative of a deplorable culture that may or may not exist. Based on my personal experience, it is my opinion that this company's claims department has little or no regard for it's claimants.

Intact Insurance handles claims in a terrible way it seems. A member of their MANAGEMENT team called me an idiot and expressed a desire to "get rid of me". This is proof of a flawed culture in their Claims Department. Do not settle for what they offer you if you feel entitled to more because they will try to low ball and get rid of you. At least they have competition.

Last edited by JMaj7 on 11-12-2013 at 03:28 AM

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Old Post 11-12-2013 02:51 AM
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spikerS
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quote:

Awesome.

Yeah, insurance companies are a big PITA. I would be taking this up the chain, that email is pretty damning.

I personally would like to ask Janette Gibeau @ Intact insurance (1.800.387.0060 ext 34262) and see why she thinks it is cool to be calling clients idiots and why customer service entails "getting rid of them"

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Old Post 11-12-2013 02:57 AM
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eglove
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quote:

Send the copy of the email to higher ups.

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Old Post 11-12-2013 02:59 AM
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JMaj7
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quote:

Here

Attachment: intactedited.jpg

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Old Post 11-12-2013 02:59 AM
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Sorath
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quote:

looks like you weren't supposed to read that email haha

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So I ordered the most disgusting tasting 12" sub, and at the end, said "Actually, I changed my mind. I'm going to head to the Subway down the road. They serve the breakfast sandwich all day long. Tell your boss, he can have this sandwich. Thanks anyways".



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Old Post 11-12-2013 03:01 AM
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eglove
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quote:

Lol...well that's pretty ironic @spikers


I think that was internal and they forgot to cut it out

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Old Post 11-12-2013 03:01 AM
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btimbit
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quote:

Wow. Looks like it was meant to be internal. Extremely professional.

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Old Post 11-12-2013 03:02 AM
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CompletelyNumb
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quote:

I don't get it. She sent that email to you? Or to someone else and it was forwarded to you? Seems out of context.

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Old Post 11-12-2013 03:03 AM
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FraserB
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quote:

Back story on the claim?

Either way, extremely unprofessional and it looks like you'll probably get every penny you demand.

Originally posted by CompletelyNumb
I don't get it. She sent that email to you? Or to someone else and it was forwarded to you? Seems out of context.



I'd say OP isn't taking their initial offer and the agent replied all by accident.

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Last edited by FraserB on 11-12-2013 at 03:12 AM

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Old Post 11-12-2013 03:05 AM
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btimbit
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quote:

Originally posted by CompletelyNumb
I don't get it. She sent that email to you? Or to someone else and it was forwarded to you? Seems out of context.



My guess is it was meant for someone else but got sent to OP accidentally.

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Old Post 11-12-2013 03:05 AM
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JMaj7
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quote:

spikers - can you please remove her last name - i edited her name off for a reason even though i am not sure what that reason is lol

I did send it to middle and upper management and they have stopped responding to me after one short email. I had some concerns with how they were handling my claim and felt that this and their lack of follow up showed that they were not concerned.

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Old Post 11-12-2013 03:05 AM
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btimbit
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quote:

Originally posted by JMaj7
spikers - can you please remove her last name - i edited her name off for a reason even though i am not sure what that reason is lol



I say keep full details up until it gets resolved to your satisfaction. No reason to protect her if she's being a cunt

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Old Post 11-12-2013 03:06 AM
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JMaj7
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quote:

Here's the back story as written to them:

I will summarize what I am sending this to you and why.

- was rear ended by your insured in January
- resulted in damaged property and injury
- appraisal came in with used bumper
-was not satisfied with old bumper due to concerns brought up by body shop
- reasoning provided was that "insurance companies do not provide new bumpers"
-contested statement with proof that my insurance paid for my new Mercedes Benz bumper in Winter last year.
- got in touch with management to try and approve amend to appraisal.
- manager said she understood my rationale and would try her best with appraisal department to approve new bumper.
- followed up weekly and eventually biweekly and received no reply until a new adjuster notified me recently that managers supposed efforts were not approved.
- requested cash settlement
- contested deduction of GST
- arranged for pick up on Friday, received no reply no callback when requesting instructions on said Friday
- On Monday, requested instructions for pick up again and cc'ed manager as an FYI
- manager replied calling me an "idiot" and instructing adjuster to "get rid of me"
- contacted another manager to sort out the "manual"
- posted screenshot of email on facebook and took it off due to overwhelming amount of comments
- wrote letter to Vice President of Claims - Mike Van Elsberg on the 24th
- he replied apologising and agreeing to cover the difference in cost of the new bumper.
- replied to Mr. Elsberg to adjust amount as the estimate I sent was for just parts and did not include labour. The difference is actually approximately $2000 parts and labour considered (appraisal amount - cost of used bumper+cost of new bumper)
-emailed Mr. Elsberg three times to no reply
- Emailed Mr. Elsberg to provide instructions for pick up of the amended difference.
- Emailed you to see things through

you is the guy in upper management

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Old Post 11-12-2013 03:12 AM
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FraserB
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quote:

This actually makes me a bit nervous for my aftermarket stuff, considering you're only looking to get a stock part fixed.

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Old Post 11-12-2013 03:14 AM
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roll_over
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quote:

I have had bad experiences with them too this isn't surprising. They lowballed me and would not even return my call basically called me an idiot and said that I knew nothing. They told me to get the opinion of three mechanics because I was wrong. After getting the opinion of three different mechanics they still told me I was wrong but finally paid for what I was asking for.

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Old Post 11-12-2013 03:15 AM
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A790
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quote:

No Photo.

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Old Post 11-12-2013 03:19 AM
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Sugarphreak
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quote:

Frustrated or not, they shouldn't be sending e-mails like that internally

Personally I think it shows they have a bad culture at Intact with respect to their clients.

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Old Post 11-12-2013 03:26 AM
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kvg
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quote:

Another job lost, brought to you by the reply all button.

click for larger version
» Click image for larger version

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Old Post 11-12-2013 03:30 AM
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ga16i
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quote:

Originally posted by JMaj7

I did send it to middle and upper management and they have stopped responding to me after one short email.



A communications disruption can mean only one thing... prepare to govern yourself accordingly.

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Old Post 11-12-2013 03:43 AM
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ercchry
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quote:

I'd say contact intact's ombudsman. I had to with wawa once and it really made them start paying attention

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