On December 5th I was in a car accident. I reported it to State Farm the next morning. I spent the time to answer all of the person's questions about the accident to file my claim. She told me that the car I had added on 11/20 was still not showing on my insurance on 12/6. When I was finished she said she needed to transfer me to another department to complete the claim, which she did after she gave me the claim number. After I was transfered, that woman asked me for my claim number. I gave her the one I was given, but she told me that no claim existed. So i had to give her the information again. By then I was late for work. She told me to select a body shop and call back with the information, and I told her I would like my rental from Enterprise and she said she would have someone call me. So i got to work and found a body shop and called state farm with the information around 10 am Thursday 12/6. Friday morning I had still heard nothing from State Farm; they were trying to figure out if I had coverage, which I did. They did however get my rental set up because my car was unsafe to drive and I was able to drop my car off at the body shop. Monday morning by 10 am neither I nor the body shop had heard from state farm. So i called my claims team to check on it, and the lady told me that my car didn't have collision coverage. I told her I was holding the receipt in my hand from my agent that said I did. I gave her the policy number which was still not in the system. When it was updated, state farm said they would call and let me know. Monday evening neither I nor the body shop had heard from State farm. The body shop called me with the quote, and told me they could get started just as soon as they had the paper work from State Farm. Tuesday Morning, around 10 am, neither I or the body shop had heard anything. I called the claim team and told them the body shop was ready to start working on my car but couldn't with out the neccesary papers from state farm. So the lady checked my policy number and said that yes it was updated and she would send the papers over within the hour, that she was going to do it "right now". I called the body shop to let them know the papers were on the way, and they said they would call me when they got what they needed. An hour later they called and told me they had gotten the papers and could order parts.
Tuesday evening I was balancing my check book and found that Enterprise had billed me four hundred dollars for my rental. I called Enterprise to ask why I was billed, and they said that State farm entered my rental coverage as $100, when it was supposed to be $900. So the next morning I sat on the phone for 15 minutes waiting to speak with someone. She came on and I explained the situation. She looked and said, "Oh it was jsut a typo." She said she would contact Enterprise and let them know of the correction. After 3 weeks the body shop called and said the car was ready, so I headed to Enterprise to drop of the rental. When I got there, they told me I owed four hundred dollars. When I said that couldn't be right, they told me that the collision rental coverage was not covered under my rental reimbursement with state farm, and that most people's insurance lets them know that their policy will also cover the rental. I told them that NO ONE at state farm, after all of the people I had to talk to, told me that the collision rental was NOT covered and they my policy would cover the rental. There is NO way I would have agreed to the rental collision coverage if I had known it was going to cost me money, that it wasn't covered, and that my own policy that I already pay for would have covered it. I tried to seek reimbursement from State Farm through my claims team and through my agent. My agent's assistant, not my agent, returned my email and said I should talk to the claims team again. I talked to someone on the claims team and he said that State Farm coudn't cover any more than $900 because that was the policy agreement.
So to sum up: State farm made it was more complicated than it needed to be to file my claim and get my car repaired. Then they didn't tell me important information which resulted in a bill I can't pay, and finally NO ONE would take responsibility for it, admit that it was State Farms fault, or attempt to correct the situation in any way. On a final note, without the rental collision coverage that I didn't need, my rental will was well under my contact limit.