Westfield Insurance — Local services in Westfield Center

This is the WORST insurance company EVER. I had an issue with my roof 2 years ago and the agent told me that I needed to get quotes to make sure i didn't need to file a claim because if I did, my insurance would go up. They have documentation that I called about filing a claim but not about what was said. They can document minimal information without telling everything that was said. That apparently isn't their standard practice so I'm not sure why she told me to do that. She should have filed the claim and sent someone to review the damage. She agreed that there had been a lot of wind that year. The previous year too. They don't record the conversation, which i assumed they did. Never assume. Without a recording I'm basically a liar. I had someone come out and it was repaired or so I thought. The water stopped coming in. They problem was fixed but who knows when the water started leaking behind the wall. Now in 2020, the water starts coming into my house where I visibly see it. Most people don't go on their roof to look for normal wear and tear. It's usually because there is a leak or a tree falls on the house. I was told that the damage to the interior would be covered no matter what was going on with the roof without seeing the damage first. They didn't document that either. How convenient? The contractors they sent took pictures of my house to make it look like I am a negligent home owner. What is in my house has nothing to do with the outside. I have a lot of things but by no means am I a hoarder. I have 4 children and I have been working on donating clothes and toys that I have from when my oldest was born. I get it we have a lot of stuff in the basement. Anyways, I followed the contractors around like a hawk and asked lots of questions. Mainly what they thought about the damage to the roof. They took pictures of the inside damage also. The roofer stated to me that he was going to temporarily fix what he could to make sure the leak would stop as advised by the insurance company and coincided with what was told to me. That didn't happen. They fixed one side where rivets or whatever came undone by themselves. Apparently that is normal wear and tear to work there way out over the years. They put gorilla tape over it. I was told the initial damage on the other side which was major leaking was wind damage from the flashing coming off. But the damage had apparently been getting worse. Of course the contractor said nothing about that to me before he left. He said the gutter was pulling away from the house. They left without a solution to temporarily stop the water coming in. Days later I get an email saying my claim was denied. I called the adjuster they reassigned my case to because they switched to a more senior adjuster who was a supervisor. They needed a superior to deny my case to save themselves money. I asked what happened because I was told there had been wind damage. He stated there was rotted would that didnt just happen and that the damage was from normal wear and tear. How can a contractor tell me one thing and tell the insurance adjuster another? I'll tell you how. They are paid by the insurance company to write in their favor of denying claims. The contractor said nothing about normal wear and tear for the major leak, only that there had been wind damage and he thought I had a claim. I even asked the adjuster why the contractor told me one thing and him another. He said the contractor doesn't work for him so he had no clue why. They are contracted with the insurance company so they are being paid by the insurance company to do a job. I even wrote the adjuster an email asking if they would think about reversing the decision and I was ignored by email and sent a letter in the mail denying the claim. They had the nerve to tell me that I need to do the repairs within a certain amount of time even though they are not paying. I have no extra money to fix this. Look at reviews of happy employees. Bad customer reviews. Employees are probably getting paid bonuses to deny claims. I WOULD NEVER...

I recommend looking elsewhere for home and auto insurance, at least until they live up to how their current business model works. I had a negative experience when trying to cancel my auto policy that was bundled with my home policy.

I requested to cancel my auto policy after the quote for my new vehicle was much higher than quotes from other insurers. Communication with my agent, who was always responsive when adding policies, fell off a cliff when I requested to cancel the auto policy associated with my old vehicle. I found this odd and telling because we had been emailing back and forth in real-time about policy updates, and as soon as I requested to cancel the auto coverage for the old vehicle, not a word back, even after asking for a check-in a couple days later. I have suspicions that had I been adding to the policy, it would have been taken care of immediately.

During this period of silence, I tried to get the new home-only policy over the phone, which was equally unhelpful. The woman said she would get back to me, yet still nothing after a couple of days. Again, they always acted swiftly when adding policies; it was a red flag to have to wait for so long for a simple removal to my policy. They lost my overall business because of this. Not to mention their inaction was causing me to retain insurance on a car that I no longer owned.

The irony is that had they promptly taken care of my auto cancellation request, I probably would have kept the home policy with them. I found better rates and customer service elsewhere during their period of inaction.

It doesn't warrant adding more stars, but the women who finalized the cancellation acted promptly and kindly, which I appreciated.

My feedback for Westfield is that it felt like I was just a number. Even when responses were prompt, they never felt personable, even from the beginning. There was no sense of urgency when I needed to update my policy in a way that didn't benefit Westfield. If you're going to operate like an old school business and lack a modern technology experience, then I recommend focusing on customer satisfaction and personal touch, which are currently lacking. The rates aren't always that great either, so right now, it seems there is nothing setting you apart in the crowded sea...

I was hit by one of their clients over two months ago. Police report clearly states the accident which involved 4 cars was clearly her fault. I drive a 2021 Audi and she hit me starting at one end to the other and then she hit another car. They have made me drive my car with cold air and rain blowing in for 2 months and then finally said ok we completed our investigation and we are going to issue you a check for $5,000 and you have the responsibility to go haggle with a repair shop to try and fix your car for that price. I am not joking I have it in email. I Informed her I would be taking my car to a authorized Audi Collision repair shop and she said no way would they allow me to do that! I also asked why they would not give me a rental car and are making me drive around my car with cold air and rain coming in and they said if I had a problem with it then go have my insurance fix it. We have asked to speak with her supervisor and she refuses to let us do that so we contacted a lawyer today. They have bullied and shamed me from the get go and the whole reason I was even in WV was to visit my dying father who since passed away. I will go on every website and news channel that will listen to get justice for my family and all those others out there who have treated the...