Plymouth Rock Assurance Corporation — Local services in Boston

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...

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...

This review is my own and I am not speaking on anyone else's behalf.

This is in regards to auto accident claims. In December 2021, I was involved in a "fender bender" where a very tall SUV (a Suburban) impacted the left side of my vehicle, damaging the door panel and the sideview mirror.

I immediately made a claim. I filed all of the necessary information, to include uploading the other driver's license and insurance via the online portal (not the mobile one, the actual website).

A week later a claims adjustor by the name of Kristian Overt was assigned to the claim. This adjustor was inconsistent with his responses-it took him nearly 3 weeks to reach out to me. And he always called during work hours-when I work, it is difficult for me to answer calls and I explicitly stated this in my initial statement regarding the claim. However, no changed were made.

6 weeks later, he claimed that they could not find the other driver. I stated that I submitted all of the necessary information via the online portal. Somehow, Plymouth Rock (PR henceforth) claimed no such information was received (fortunately I took a screenshot of the information submission confirmation). Even with this, PR claimed they could find no such documents.

Upon making the necessary complaints, Kristian Overt reached out requesting the other driver's information. I submitted his insurance and license information to include the photos I had applied in the initial claim. A week later Overt claimed the database could not find this driver.

Now, here's the despicable part. Once Overt told me this, I filed a dispute claiming the insurance database is as far-reaching and ubiquitous as the FBI database-any known driver can be found. No response even after days of follow up. I received a text message approximately a week prior to this review from Overt asking if I wanted to "continue with the claim." I said "yes." As of today, PR CLOSED the claim without my consent.

The damage this has done is horrible. Not only did PR filed in the national insurance database that the accident was my fault (without conducting an appropriate investigation) but now it has raised my insurance rates with other companies.

My advise is to boycott PR and its employees and conduct business with other companies. I am visiting a branch Monday to speak my mind and obtain justice in...