Family Insurance Sales LLC - Los Angeles Betty Zelaya: I originally signed up through this office when I first got my car, and things were fine, until I received my renewal notice. My premium increased significantly even though my coverage hadn’t changed. I called the manager to address the issue, and instead of clearly explaining it, she vaguely blamed “coverage changes” and more accidents in the area. When I pressed for more clarity, she told me I needed to come into the office for a proper explanation, something that could’ve easily been handled over the phone.
She also mentioned that my new payment schedule might be a system error, showing four higher payments instead of five, but didn’t follow up or offer any solutions.
That customer service experience alone made me decide to cancel. When I went to the office, the person assisting me had me sign a cancellation form but couldn’t confirm whether I’d receive a refund for the unused portion of the month, even though I had already paid through the end of it. I was told to call the insurance company myself, which felt like poor service all around.
I ended up finding better coverage at a lower rate through another provider. This office really needs to improve its communication, follow-through, and how it handles both customer questions and cancellations.
