Tom Gingrich - State Farm Insurance Agent
2713 Us Highway 70 E, New Bern, NC 28560
Fax: (252) 636-1597
Specialties: Insurance Law, Compensation, Employee Benefits, Construction, Mutual Funds, Avocations, Churches, Contractors, Estates / Trusts / Probate, Payment Plans
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Great customer service. I have both my personal and business insurance with Tom Gingrich and he has been helpful not only with my insurance needs but also offered helpful advice for my new business. He quickly returns emails/phone calls and seems to truly care about his customers.
Went in for Motorcycle insurance and driving record not the greatest at the moment. Let agent know about situation and her attitude totally changed. She was not able to pull up any negative marks about my driving history. She was still able to quote me an insurance and since they only do 6 months of coverage I had to pay almost half of the premium up front. To be fair she did warn me that the information had to go to their headquarters location for review and approval and that the price of the premiums may change because they have more access to driving histories compared to her office. A week later she contacts me that their main office did find my negative history and that the premiums were going to change and that I would be receiving a letter from the main office showing the changes and that if I wanted to cancel the policy it would be fine. As soon as I had an opportunity, I stopped by the office to cancel and sign a cancellation form. After I signed receptionist/admin person told me that if a premium refund is due they will mail it from their main office they do not do refunds at the local office and that it will be 10 days before they mail it out. Well 20 days have passed and the only thing I have received from main office is a letter of confirmation of cancellation and privacy notice. I called the office and spoke with the receptionist/admin person and she attempted to help me and explained that I would not be receiving a refund on the premium because the policy was changed by the main office and they applied the higher priced premium to the one I was quoted and that what I had paid was actually not enough so they wrote off the rest of the amount. I was not understanding all she was explaining since I did not have all the documents in front of me. Called back and asked if she could just explain things to me. We covered the dates that she had and they were wrong she put me on hold and after a few moments the agent that initially assisted got on the phone and basically reiterated what the other person had just told me, but with a little bit of an attitude and I asked her to further explain and work out the numbers with me she said she could not. She stated that she had told me that there was the possibility that the premium would change if the negative marks of my driving history were found which I do agree, but I didn't think it would be applied right away since there would be changes to the policy. From what I saw on the paperwork the higher premium and policy would not take effect till July. She said no, that the higher premium was applied right away and that in July it the premium would be that same except with less coverage. Asked her why charged for the whole month when I only had the coverage for 16 days. Not able to explain (since she couldn't work out the numbers) and seemed like she was in a rush to get me off the phone. I said fine and that I will make sure NEVER TO DO BUSINESS WITH THEM or State Farm ever again. She did say sorry (in a ending the conversation type of way for those of you who work in customer service). I called back and asked for a manager and was forwarded back to this lady. I asked for her boss and she stated that he was in with a customer and she took my contact information. (I still want this explained of how you get charged a whole month of coverage for 16 days of actual insurance) Well the office is closed and no one has returned my call not even to maybe schedule a date to discuss the matter. Tom if you get to read this train your people in the ways of customer service especially if they are in a management position and also that when they pickup the phone to assist with insurance policy issues that they are totally ready to aid that person with insurance policy issues or any other products that you offer. If this is the type of customer service practices you have, I'd hate to have to call for assistance filing a claim.