Goosehead Insurance Agency - Westlake, Tx

★★★★☆

This complaint is for Goosehead insurance as a whole: Recently switched all of our insurance policies to Goosehead due to low rates when buying our first home. Not two months into being at our new home we were notified that our policy would be cancelled if we didn't verify the age of our roof. We verified this via three different mediums (email, online chat, and phone with an agent we had to wait 30 minutes to even speak to to verify they received the info). They sent out a bill for doing this (some adjustment to premium because they assumed the roof was super old - it wasn't) and CANCELLED our policy over $61 "Past Due" which never should have been charged seeing as we provided the requested info 3 times. I'm not about to trust an insurer who would allow that amount of liability fall on their client over their own mistake. I'm currently 45 minutes into being on hold to attempt to cancel all of my policies with them. You can only cancel via phone call but don't tell "Lilly" their "Virtual Assistant" that you're cancelling policies - she'll just throw you in an infinite loop of asking if you want to be transferred somewhere else and then never transfer you. To top it off, our "Agent" was merely a sales person and can't be reached directly in order to help with anything. I don't trust Goosehead to keep my policy active, let alone actually go to bat for us if we should ever need to make a claim. *Updating because this just happened - the service agent I finally got through to just hung up on me after I waited 50 minutes to get through. You can't make this up. Thanks Ariana....

★★★★☆

Nicole was absolutely fantastic to work with. She was extremely professional, detail-oriented, and took the time to walk us through our old coverage line by line. She made sure our new home and auto policies had equal or better coverage, and on top of that, she saved us a considerable amount of money. We weren’t even sure switching was necessary at first, but Nicole explained everything clearly and made the entire process incredibly easy. I’m so glad we trusted her with our insurance. The experience was smooth, straightforward, and professional from start to finish.

★★★★☆

Carson was unequivocally the highlight of our insurance shopping experience. He's knowledgeable, clear and concise and did an outstanding job explaining everything he was doing with a very personal and friendly approach. He made us feel very taken care of, and was able to get our policies squared away same day! Even saving us a significant amount of money in the process. I cannot recommend him highly enough!