Plymouth Rock Assurance Corporation

Super unprofessional and incapable of meeting the lowest customer service expectations while handling claims. I was unfairly charged for my rental due to not obtaining a thorough explanation of my coverage and benefits. I dropped this insurance expeditiously. I made an uneducated decision when choosing them but hopefully you won't! Cheaper is not always better, but any other insurance company HAS to be better!

Someone insured from this company hit my car march 2023 almost one year this company don’t care nothing . I open claim I call to know about ( all the time say we call you back and never do !

Back in April my wifes Audi was hit in the parking lot at Walmart in North Attleboro. Unfortunately we were in the store when it happened and the person took off. I contacted our insurance company, Plymouth Rock, and our body shop, Reil auto body in North Attleboro. I stopped by Riel so they could do an appraisal, which was roughly $3,500, for a front bumper, front fender and all the extra labor, etc etc. Mark at Reil told me they could do the repairs starting in 2 weeks, May 19th to be exact. The day I contacted Plymouth Rock they opened a new claim and scheduled an appraiser to come to the house. The appraiser estimate the repairs should only take about 4 days but the body shop was estimating 1.5 weeks. I’ve been through this before and wasn't surprised about the difference. I dropped the car off on May 19th and expected it would probably be done May 28-29.. When I hadn’t heard anything late afternoon on the 29th I called. I was told that they needed the car another week but got no explanation why. I was surprised because this would put the car at the body shop for almost 3 weeks, far more than the 4 day estimate that the insurance company gave and the 1.5 weeks the body shop gave. So I called Plymouth Rock for some assistance with get this resolved. The cost of the rental car was adding up and I expected my insurance rep would be looking/watching over the progress of the repairs. When I heard back from my insurance rep I was told “it is not their responsibility to look after the body shop or the progress. I need to call them myself.” When I went online to Plymouth Rock I noticed that they closed my case and had already paid the body shop over a week prior. So clearly they were done with my claim and had washed their hands of it. However I was still without my car, still paying for the rental and no idea when I was getting the car back. I have never had an insurance company pay for a repair that hadn’t been completed yet or closing out a case before having the final repairs approved. So I called both my rep and their supervisor for an explanation. I called a total of 6 times, and each time I got their VM and requested a callback. It’s been 5 days and I’m still waiting. But a funny thing happened just after calling and leaving those VM, the body shop suddenly had completed the car. This was the day after they told me they needed another week. Well this is a real head scratcher.. So I went down and got the car about 3 hours after the call. When I got home I noticed a bunch of greasy finger prints on the headliner, radio dials, shifter handle and passenger TAN leather seat. There was also a black ‘movers blanket’ covering the entire back seat. I assumed it belonged to my wife but she told me no. Now as part of the repair quote/cost it included an interior and exterior detailing. This clearly had not been done. The interior was a mess, and aside from the new bumper and fender, the exterior looked like it was left outside in the rain. I was extremely disappointed as I had recommended Riel auto body shop to my wife because they had done such a great job for me a year ago after being rear-ended by someone texting and driving. So at this point I’ve called and left 6 messages for Plymouth Rock claims department, a message for Reil auto body and my local agent at Berry Insurance in Franklin. No one has responded with an explanation as to why the repairs were expected to go an extra week, but then changed, and they car returned a mess with car grease and dirt that I have to clean because they didn’t. I also called Plymouth Rock customer service this morning and they told me they spoke to the claims department and my service rep would be calling me back today. Shocker, no call back AGAIN. The company sucks, stay away..

I am writing to express my dissatisfaction with the customer service I've received regarding a parking lot accident that damaged my vehicle. I was hit while my car was parked, and my efforts to get the damage assessed and repaired have been significantly challenging. I've found the representatives handling my case in the Massachusetts or New Hampshire area to be unhelpful and lacking in professionalism. Their uncooperative attitude and lack of responsiveness have made this process extremely difficult. I hope you will address these concerns and improve the level of service provided to customers.

Thanks a lot for giving me false information! Your agent said my loan was paid in full, but I checked on it and there is still $1000 owed. Glad I didn’t take your word for it or my credit would be going down. So glad your company goes the extra mile for your customers…..goodbye. Oh and thanks for the refunding my deductible like your agent said. I mean we got our car totaled by some old lady, lost $3000 so might as well take another $500 from us, right!? Told me we had $3000 in damages, then gets to the shop and it’s now $9000 and totaled. Agent got what he needed then left me hanging with a $1000 bill that I was told was paid in full. Thanks Alex, you’re the best. Crooks.

Don’t you love paying for a service only to do the majority of the leg work yourself? If so, you’ll love Plymouth Rock! This claim has been the worst experience I’ve ever had with an insurance company IN MY LIFE. Poor Communication, endless phone calls sitting on hold. Having to pull information out of reps, ask them to follow up, only to call again when days pass with no update. Eventually aupervisors handled the majority of my claim, and they were not much better. 50+ days before this situation was sorted out. No update for 7 days… only to receive an email saying my rental ends tomorrow 7/3. I’ll be sure to never recommend Plymouth Rock to anybody I meet. I wouldn’t recommend this excuse for an organization to my worst enemy.

Absolutely terrible experience. I’ve been waiting months for a fair settlement after a car accident that was 100% their client’s fault. The communication has been rude, dismissive, and unhelpful. They delay responses, deflect responsibility, and clearly rely on technical loopholes to avoid doing the right thing. I’ve paid out-of-pocket, lost time and energy, and been treated like a problem, not a person. This company does not care about its claimants and should be held accountable for the way they treat people. Avoid them if you can!!!!

Absolute criminals. After I canceled my policy (and saving thousands $), they owed me a refund and refused to send !! They sent me through a 3rd party and then THEY refused to send it. I have referred it to the Mass A.G.s office (but expect nothin). Don’t go with Plymouth Rock and Don’t use an insurance agent. We can go direct now. I’m saving $120 / mo!!

Typical insurance company out to screw you. I was in an accident where I was not at fault and the other party had Plymouth Rock insurance. Because they are at fault, Plymouth Rock sent me a letter in the mail saying you get a rental car. I called them multiple times and got no answer. I texted dozens of times and got no answer. Today I finally got through to someone and they say they don’t even have a record of sending out that letter. They were super condescending and won’t give me a rental car until the car is already at the shop and the shop has appraised it and then they will bring the rental car to the shop. I explained that my insurance company already appraised it. I explained that we can’t expect a mechanic to drop everything the second you walk in the door and arrange the rental car for that same moment. That’s not how it works. The shop needs time to do the appraisal. THEY CONFIRMED THIS. But the representative just kept talking over me and repeating that she can’t give me the rental car. total disrespect to the mechanic’s time and to my time. So fortunately, my mechanic is awesome. He is going to say whatever needs to be said to get the ball rolling and to help us get around these stupid insurance loopholes. I’m glad he is treating me like an actual human being, because Plymouth Rock is not. He will work with me to make sure they have the information they need to get me the rental ASAP, even if we have to wiggle things around to do so. In other words, he fully recognized that this was stupid and disrespectful behavior on behalf of Plymouth Rock. So he and I are going to work out the schedule ourselves and tell Plymouth Rock what they want to hear and do what we want anyways. Plymouth Rock: it’s not your job to police us like we are children. If we tell you we are going to bring the car to the shop on X day and X time, your only job is to provide the rental car at that time. Your job is NOT to act like I’m trying to trick you into getting a rental car for funsies. WHY WOULD I TRY TO GET THE RENTAL CAR WHILE I STILL HAVE MY CAR???? WHAT IS THE PURPOSE OF THAT ???? OBVIOUSLY IF I NEED A RENTAL CAR ITS BECAUSE I DROPPED MY CAR OFF AT THE SHOP FOR THE REPAIR. WHAT THE HELL WOULD I NEED TWO CARS FOR ?? But nope, they want the shop to tell you they have the car, don’t want to pay for the week or so between appraisal and when the work starts, and then give you the rental once the work starts. In other words, they want mechanics to reinvent the way they have ALWAYS DONE business. They will find ANY excuse to not pay for what they owe you, huh? Do yourself a favor: find yourself a mechanic who says screw manipulative greedy insurance loopholes that prevent them from giving you what you’re owed, and we’ll do it our way.

Scam!! Had car insurance with them, set up automatic payments and Plymouth Rock slacked and decided to never charge me monthly but rather charge me months later to gain advantage of overdraft fees.