Old Heritage Auto Insurance

Absolutely horrendous service. I emailed Sherry seven times over a 3 week period of time to get me a quote for home insurance on our vacation home in the White Mountains and she kept saying «quote is coming soon». She was NEVER able to deliver and I was forced to renew with my existing insurance company for a 12% increase over the prior year.
I’ve experienced other situations with Old Heritage when they were terrible in terms of customer service.
I DO NOT RECOMMEND GETTING YOUR INSURANCE THROUGH THIS AGENCY

Great service all the time. Have had claims with house and cars and done with great service!

Actually the worst company I have ever dealt with! I went in and paid for my house insurance with a check (the amount according to THEIR policy write up) never got a bill so I emailed late on a friday asking what was up (seeing as it ought to need a second payment at least a month later) no reply! I waited until the following Friday when I called and was told they «never got» my email could I resend it? I did. Again no reply the next Friday (so now we are two weeks out from original date) I called again. I was put on hold and told someone would get back to me Monday — they did. Telling me that the insurance company would not accept my house for the value written because the replacement value was more than that so I’d have to okay a change to the check amount. I waited two and a half weeks to hear that they didn’t create a correct policy. BAD COSTUMER SERVICE!

NO STARS!!!
I switched to insurance with Old Heritage due to the low rate that I was promised. They did deliver for the first year, but upon renewal my rate skyrocketed then continued to be increased each month with NO claims, NO accidents and NO infractions. I called every time that the rate increased and was assured that it would be fixed the following billing cycle. When the next bill came it was even higher! After 6 months of this (yes I know why did I wait so long…) I finally switched insurance carriers. When I called to cancel the renters insurance we also carried with them I was condescendingly told that it was MY fault that the rates were increasing monthly and that it wasn’t there problem. I wasn’t even transferred to our agent he couldn’t be bothered to speak to me. Well the joke’s on them because we canceled directly through Safety and I canceled direct pay so we are totally done! Save yourself the head ache and go with ANYONE ELSE.

Maybe I live in Bizarro World but I’ve never had anything but great customer service from the folks at Old Heritage. Whenever I call them for anything (which is often, as I’ve had an auto policy with them for 4 years and a renter’s policy for the last year), they are always extremely helpful and promptly return my calls. I can’t remember ever waiting more than an hour or two for a callback.
When I’ve shopped around for better rates at all of the usual insurance suspects (Geico, Liberty Mutual, MetLife, even Amica), Old Heritage still comes out as cheaper by a good margin. (Or rather, the insurance that Old Heritage sells — Safety Insurance — comes out being significantly cheaper.)
I have to think that the abundance of negative reviews exemplifies the adage that the only people who write reviews on the internet are people with bad experiences. Or at least it seems that one is more likely to flock to the internets to write a negative review than to write a positive one. So consider this my attempt to strike a more fair balance.

1) Half of the employees don’t come in until noon
2) When you call and ask for simple information, i.e. — how much did my policy cost last year? why was this adjustment made?, etc., they take at least 2 days to call you back
3) When you ask specific questions about your policy (am i covered for x, y, z?), they don’t bother to check. They say «yes, I’m sure you paid for that.»
5) Staff at Old Heritage can’t add/​calculate changes in premiums. There was a change made to my auto insurance policy. It took a week for the employee to figure out the math. And a year later, they are still providing me with wrong information.
6) I sent an email with 2 questions. I received a swift reply & none of them were answered.
Do yourself a favor and go somewhere else.

Due to poor value and even worse customer service, I’m giving Old Heritage one lonely little star.
This upcoming rant is about the difficulties of obtaining reasonable automobile insurance in the state of Massachusetts as exemplified by Old Heritage Insurance Agency.
First some personal information for you, I drive a 1996 Toyota Tercel (not a prime piece of real estate I’m afraid). I’m a good driver with a single speeding ticket on my record (back in 2006). I’ve moved around a lot and have lots of experience with different automobile insurance agencies. So I think I’m a reliable source of information.
Now on to Old Heritage, which I will call OH! for short, because they desereve a surprised acronym to represent them, because no experience I’ve had with them has been anything short of surprising, but not in a good way. Here are my list of surprises:
~ $ 600 per year to insure a crappy car with 260,000 miles on it.
~ You could also think of that as $ 600 a year to insure a good driver…
~ No return phone calls on 3 out of 4 specific inquiries. Why did they bother to write my phone number down? Who knows, maybe they didn’t?
~ When I got married and changed my name, no new insurance cards were provided (even though they were requested) and whenever I call them, they always ask me if I’m actually Minda _​_​_​_​_​ (insert wrong name here).
~ Upon the Massachusetts legislature finally realizing the error of their ways and de-​regulating auto insurance in MA, Progressive comes to town and I switch, immediately. But after I cancel my policy through OH!, I am charged five days later for a policy that I no longer have. When I bring this matter to their attention, the uberbitchy woman at the other end of the phone line tells me that it is not in their hands to refund my money, for that I have to go directly to the insurance carrier (who is Commerce Insurance) and sort it out with them. I reply that this is unacceptable, and she says, «Tell Commerce» and hangs up on me.
So I am once again left wondering what is the point of local insurance agents and once again pat myself on the back for switching to Progressive. Thier agents are FRIENDLY. They give you PROMPT service, and they are charging me HALF the rate that I have been paying. Do it now! Switch automobile insurances! But don’t let OH! represent your policy for you. Do just what they say and go straight to the insurance carrier.
Cut out the rude, unresponsive middle man.

A tree fell on my car while it was parked outside my house. It took a full week for Old Heritage to have an adjuster come to look at the car. He didn’t tell me when he was coming as Danielle promised he would.
Then Danielle wanted me to come to the office to sign some paper work as the car was totaled. The car was my only form of transportation and it took me about a week to get a friend to drive me there.
When I got there they couldn’t find my paperwork! I looked though files for them at the office (which I’m sure is illegal) and I never found my file. I left a hour later without signing the paper work.
Later next week when I FINALLY got a hold of Danielle she said it was locked in an office and that she couldn’t mail it to me. I told her that someone has to drive it over to me or mail it and she mailing it was illegal.
Needless to say I got the papers to sign later that same week and mailed it back.
DO NOT UNDER ANY CIRCUMSTANCES USE OLD HERITAGE INSURANCE. I can’t express how bad and rude the people are there. The price may be cheap but you really do get what you pay for.