Hugh Masterson – State Farm Insurance Agent

I could not be more disappointed in how my first insurance claim has been handled. About a month ago, the center stone of my engagement ring fell out, and after searching for it extensively, we decided to file a claim. The claims office proceeded to send my home AND cell phone number to third party jewelers who we made it clear in our first conversation with the claims office that we were uninterested in using as it would void the warranty on the rest of the ring through another company. Although we were told we were under no obligation to use these jewelers, they continued to solicit us. Because the process was taking «longer than expected,» we were instructed to have the ring repaired, and once the third party jewelers produced a quote on the missing stone, we could take a cash settlement. Meanwhile, State Farm sent us a notice in the mail suggesting that we had been negligent on returning phone calls to the claims department, with whom we were in contact on an almost daily basis even though they insisted that they were still waiting to hear back about the quote. We were also instructed to send to claims the quote from the jeweler who we did use, which had to be done twice as it was «filed incorrectly.» Finally, after 4 weeks of waiting, we received a quote that was $ 2500 less than what the repairs had cost. Moreover, the quote that we were given actually valued the diamond at a LOWER price than it was insured and appraised for. Feeling frustrated, we called Hugh’s office and were told that he was unavailable but would return our call later in the day. He did not personally return our call, and instead asked his secretary to communicate his advice to us, which was to ask the jeweler who had repaired the ring if they would give us money back after seeing the other quote. Not only was this message communicated in an impersonal and unprofessional manner, but I find this suggestion to be a little insulting as it is near impossible that any of our money will be refunded. As all of our family’s insurance policies are currently held at State Farm, I am hesitant to continue using their services. If this is the process that ensues on a jewelry claim, how are larger, more significant policies like home and life insurance handled in emergency situations?