1 /5 Sarah Thorne: My father-in-law passed away at home and we received a $17,000 bill for the biological waste clean-up. As he had passed away we were unsure of what his coverage was. We received a brief email that we would not be covered for a penny with no explanation. Within 15 minutes of receiving the phone call I phoned the office to be told this email was sent and the woman had already left for the day and would be on holiday for a number of days. I spoke to my husband standing next to me that I was trying to remain calm and the person on the phone began scolding me about being nasty to her and saying I didnt need to get nasty with her, until that point I had been nothing less than pleasant especially considering the circumstances of our claim and then being told without reason not a penny would be covered. I emailed the agent to let her know it was inconsiderate to send an email that we would be 100% responsible for a bill of that size, with no explanation, and then to leave for an extended period of time. Even knowing that we had just lost both of my husbands parents in the last 6 months her excuse was that she was leaving to spend time with her family, also less than considerate. Going in to cancel the car insurance on my father-in-laws vehicle and other women in the office were swearing between themselves and one was even being condescending and nasty on the phone with a client and telling the person over the phone the issue was their own fault instead of having any ounce of customer service or being helpful and letting the client know what they could have done to correct the issue. While we were in the office the staff we directly interacted with were pleasant to our faces even when they had already been so awful to us. Very Dr Jekyll & Ms Hyde. I will take my business elsewhere and would reccomend everyone else do the same.
