1 /5 uknown person: I would give them a zero if that were an option. The customer service there is non-existent. Because the people seem nice and also seem competent on the rare occasion that I actually get to speak to someone, I have to believe the office is so overwhelmed with work that they simply do not return phone calls.
Over the summer, I needed to get car insurance in order to register my car. Over about a two week period, I called the office three times. No return call. I finally went into the office, where I was told there was "no way" I could get a quote that week--it was a Tuesday. I explained that I was a long time client, had called three times with no return call, and was leaving town by the end of the week and needed to register my car before I left. The response? We are really sorry but cant help.
Fast forward to September when my wind policy is set to expire. I needed to submit proof of repairs from Irma and also wanted to discuss with Diamond Insurance increasing my coverage. For weeks, I went through the same exercise: I would call, get put on hold by the receptionist who would then return saying no one was available and my call would be returned. I called again the day before my policy was set to expire. When the receptionist again put me on hold and returned to say someone would call me back, I said no--my policy is expiring tomorrow, and I need to talk to someone today. The agent spared about two minutes for me and answered some basic questions--yes they had and would submit my proof of repairs; yes, the policy would reflect the new metal roof.
My policy was renewed with several of my questions unanswered because we had simply ran out of time. The next week, I sent Diamond Insurance Partners the following message, which I havent edited:
"Thank you for your help last week.
I am eager to follow up with you on the outstanding points on my Citizens policy. I tend to call you without an appointment and generally have been unsuccessful in being able to have discussions with you; a single discussion can obviate the need for so many emails back and forth.
Can we please set a time for tomorrow afternoon or Monday to discuss the open points?"
I never got a response to this request.
I started out as a client of Jon Diamonds almost ten years ago when Jon and a colleague or two sat in a simple office that was no more than an open space with a couple of desks. Much has changed with his business and not for the better. There are very good agents in Key West; Diamond Insurance Partners is not among them.
