★★★★☆
★★☆☆☆
I have been a customer of Cravens Warren for over 7 years
and recently contacted them regarding my homeowners insurance renewal after receiving a renewal premium that more than doubled from prior years.
My concern is not the rate increase itself. I understand insurance rates can change. My concern is the customer service I received when trying to understand why the increase occurred and what options were available.
I emailed several questions and was asked to schedule a phone call instead. During that conversation, the representative seemed annoyed by basic questions regarding coverage, pricing, and alternative quote comparisons. There was a noticeable sense of frustration whenever I asked for clarification or requested that certain coverage limits be adjusted to see how they impacted the premium.
As a customer facing a substantial premium increase, I don’t believe it is unreasonable to ask detailed questions or challenge a quote. In fact, helping customers understand their options is one of the primary reasons to work with an insurance agency rather than purchasing coverage online.
What was most disappointing was that the attitude I encountered did not seem isolated. When I later contacted my assigned account manager to provide feedback regarding the experience, I was met with a similarly defensive response rather than an interest in understanding the concern. It felt as though feedback was viewed as a problem rather than an opportunity to improve.
To be fair, the agency was able to provide an alternative policy that significantly reduced my premium, which is the reason for the second star. However, the overall experience left me feeling like my questions were an inconvenience rather than part of a normal insurance review process.
Customers should feel comfortable asking questions, comparing options, and seeking explanations without feeling dismissed, rushed, or discouraged from doing so.
★★★★☆
I was directed to this insurance agency through the Dave Ramsey ELP site. When I called, I spoke with a woman whose name I don't remember, and I found her demeanor quite rude.
According to her, I am not allowed to request an ELP service because they have to keep calling me every time I make a request. She also claimed that they are the only local provider in my zip code and that it’s their territory, which is not true since another local provider had already contacted me.
When it comes to shopping for home and auto insurance, I want at least three providers to compare. The agent seemed annoyed and entitled, expecting me to wait solely for them. I have been using the ELP service for years and have always had positive experiences, but this is the first time I've encountered such poor customer service. This insurance provider is unprofessional and tarnishes the reputation of the Dave Ramsey ELP service.
★★★★☆
I am upset because I had a very strong referral for this company but when dealing with someone other than Ashley, the service just isn't ideal. Don't laugh at people's business and please don't give a time frame for follow up as "shortly" and then take more than 4 hours to respond with "we will have someone email you"