5 /5 Shantelle Hwass: EDIT: Nate deserves 5 stars and now i can see why. Within minutes of posting my bad experience he called me back, got the situation handled, explained the process and how to go about things and apologized personally for my experience. I can see why this agent has insanely high reviews. He was not my insurance agent but because I had an issue with his office, he made it his personal problem and fixed it. Incredible. Kind. Empathetic. Informative. Thats what you need in an insurance agent. Im currently with another company for car insurance but solely based on Nates quick response and the way he handled things, I may have to consider switching to him when my policy is up. Thank you Nate.
Never actually dealt with Mr. Nate myself and im sure hes lovely (judging by the reviews). This review is in hopes that he will see it and maybe have a different lady answering his calls especially just to answer questions and be a little more customer friendly on the phone (this is monday may 19th at around 12pm). Dont remember what her name was but I called today because my grandmother has car insurance with Nate as her agent. And unfortunately, she died very suddenly a couple weeks ago and I was calling to ask what they needed or what I should do as they are sending payment notices. Whoever the girl was on the phone is rude, unsympathetic, and genuinely sounds like the last place she wants to be is working at this office. The only sentence that I gave her was "i think my grandma had a policy with you guys" proceeded to give her the name and she immediately resorted to tell me theres nothing I can do, she cant transfer the insurance into anyones name or anything and I had to then cut her off mid sentence and state "well she died a couple weeks ago. Im not trying to transfer anything I was just letting you guys know and didnt know if you needed anything to cancel it". She then stated "ok? Well are you the executor? Is there a will?" I told her no I just wasnt sure what to do and she said "ok? Then ignore the notices and it will just cancel. But you cant make any changes because youre name isnt on it". At that point I said "ok" and hung up. Mr. Nate, I genuinely hope you have someone who can he a little more friendly on the phone because that was the worst conversation Ive ever had to have especially involving my deceased grandmothers things. I understand not being able to help but theres a way to communicate that with people WITHOUT the snark, rudeness and general air of hostility that was recieved from your front desk. AWFUL.
