Arbella Mutual Insurance Company

Update: I was messaged and asked to email them «with the details of your experience so that we may follow up with you directly» It’s been a week, and crickets.

the worse insurance ever you guys are so unprofessional. they crash my car parked and i had full covert and that lady keep telling me they couldn’t do anything about it to find a video or something that can proved that it was hit and run but i even send her a police report… these are so freaking incompetent… that lady keep telling me that i had a car collision of 1000 and that my car damaged total was 881 and fews they later I find out that my car light on the left on the was also broken a little bit in the bottom which that would probably put the collision highest then 1000… so they could fix it but she keeps telling me that I was the one who need to get more information and get a video or something so i can proved it but they wasn’t even trying to help me… I went to every singles houses that had a cameras in block and not one would let me see who hit my car!!! but i can warranty you that everyone of my family, friends or anyone I know that Is enrolled with arbella like aneudy giraldo my cousin will cancel they insurance very soon watch!!! you guys are wort serviced ever!!!

These people are the most unprofessional, incompetent mob of imbeciles you could ever be unlucky enough to deal with. I have had a claim against them for over a week, and they’re not answering my insurance agent’s calls or accepting liability. They keep you on hold for hours, they’re closed during normal business hours on weekdays for some reason, my calls were routed to another insurance company’s call center! WTF?! It doesn’t not surprise me at all that other reviewers think so little of this company.

I wish I could give 0 stars. Absolutely the WORST company I have ever had to deal with. I was assigned to KIM SHEPHERD special investigative unit who after I called to ask why I was given $ 100 dollars to pay for a $ 450 dollar mirror and why the majority of the damage to my vehicle was considered «prior unrelated damage». KIM SHEPHERD is by far the rudest most unprofessional person I have ever encountered in my entire life and after 2 months of waiting on what was happening with my claim she actually screamed at me for calling to check in on what was going on saying that I was «frustrating her» and the matter is «out of her hands». So after waiting 2 months I find out that I am being called a liar and that they will be denying my claim. So even though I pay for full premium insurance I still have to pay out of pocket for damage to my vehicle. STAY AWAY FROM THIS INSURANCE COMPANY!!! I am cancelling my homeowners and both of my cars.
UPDATE:
My claim was sorted out after about 3 – 4 months of headaches. I did try to contact the company directly at
as Megan g stated in the comments below (obviously to try to make it look like they care about their customers) as well as the main numbers and my agent to try to avoid the disaster of a situation it was dealing with Kim Shepherd and trust me no one followed up with me directly or even tried to settle on a mutually agreeable situation. it actually took me pleading with Kim shepherd for her to allow me to speak with her manager and was able to resolve something. I will say that the manager I spoke with was a great guy and very reasonable and was willing to work out an agreement with me and also did not believe I was lieing about damage to my truck. So after 3 – 4 months I was able to speak to someone reasonable. Thanks for the response, Megan. that would have been of zero help at the time. but was great for appearances I guess.

I’ve never had insurance with Arbella but after an incident I’m never going to do any business with them and I’d recommend anyone to not insure with them. My car, when parked in a parking lot was hit by a driver who’s insured with Arbella. The driver admitted fault, and Arbella assigned «Claims Specialist» Pamela G for this case. She’s the WORST person I’ve ever dealt with in my entire life! First of all, she was very rude to me on the phone, being very impatient. On my very first call with her, she already began to warn me that she’s not going to repeat what she says as if I’ve been troubeling her. Hated her tone… Oh my god. Second of all, she complained that my insurance company Geico told her different things when she called them. The truth is, my insurance company has been very consistent with what’s it’s been stating because I’ve called severall times to verify. Actually she is the one who kept giving me WRONG information — intentionally or unintentianally. Thirdly, I’ve requested several times for another claims specialist explaining her rudeness and misinformation given to me but my request was ignored. Yes, my car was finally fixed by Arbella but it was a complete nightmare. I highly recommend everyone to stay away from Arbella. I cannot believe someone like Pamela G could be hired to work with customers.

Horrible company; I’ve had multiple bad experiences with them and finally left. Even when trying to leave they were incapable of reading a fax and filing the document properly so I had to call back multiple times.

Got in an accident and got assigned Patricia Pacella as my claim rep. Very nice, awesome service, she dealt directly with the auto body shop so I didn’t have to worry about anything. No issues. Definitely recommend Arbella!

Extremely rude when dealing with third parties associated with vehicle accidents. Very slow responses when claims filed by third parties also.
To be more specific I am pretty sure it is considered rude to sigh and groan over the phone to someone who is calling. As well as respond in a rude way when stating that a larger vehicle to appropriately and safely fit a family is needed. It is NOT their business that I have children and require a larger vehicle let alone make rude comments about it.
All in all I am very glad I am NOT a customer of this insurance company.

I had made a call on behalf of a client to Arbella Claims and spoke to the single most annoying claims person… ever. DAN TARR. I have been in the insurance industry for 21 years and have spoken to hundreds if not thousands of insurance professionals. I have never been treated more rudely in my professional career. This person does not understand what service we provide. Granted, I am not an Arbella client, but one of their customers MAY have made a mistake at a person’s home and they needed to see the damage. Dan didn’t think so. I think the insurance Commissioner may see it differently. I would hope they see a 93-​A in their future. Dan Tarr, «WORST CLAIMS PERSON» title goes to you! Congrats. Arbella should be proud to have you.

Unbelieveble. The worst part about handling insurance is calling someone to handle your claim and they take months to pay for the claim. When you pay in full for the year.
If you are delayed in paying for your insurance they cancel you but, they can take all the time that they need to get an insurance claim paid out.
Arbella, thanks for not working on my claim. I appreciate it. I enjoy leaving 6 – 7 messages weekly to find out why the insurance adjuster has taken weeks at a time to get the numbers back to resolve the claim. Its TOTAL BS!
I would not recommend you to any other clients. Liberty Mutual always resolves claims fast and efficiently. Guess I know where to spend my money next year.

Just filed a claim with them because one of their policyholders hit MY parked car and ran off (hit and run). The other guy is saying that HIS car was parked and I was the one that hit him which is complete bullsh*t. But will update as the claim progesses…

Short-​version: Arbella is a lemon of an insurance company. They weasel out of everything and end up wasting loads of your time and money in the process.
Long-​version: In mid-​February after one of our many blizzards, my wife was driving her sedan home. There was a pile of snow on our street that had hardened over. I guess she miscalculated its height (and hardness) and when she went over it, the car lurched up and she heard a loud grinding sound against the undercarriage. The engine started shaking immediately and within seconds died.
She called me out and I took a look at the car. It was dead. I walked over to the ice and it was rock hard, so I tried to take a shovel to it and immediately emailed my neighbors to be careful of it. I am not mechanically-​inclined, so when I googled what might’ve happened, I saw several comments that it could be as minor as a damaged oil pan that causes the engine to shut down.
Figuring it might be something minor, I called AAA (had to wait a few days since their lines were down) and had the car towed down the street to a service station. I was not expecting the assessment from the mechanic: apparently during the collision, the timing belt slipped and caused the pistons to bend. This would cost several thousand to fix. Unfortunately, this car has an «interference» design which is prone to extensive damage when this happens.
Not wanting it to sit at the service station for too long, I had the car towed back to our home. I reached out to Arbella and described the situation. I’d heard of others getting things like pothole damage covered, so I thought I’d give it a shot. Elizabeth Moran at Arbella said that it sounded like it would be coverable, but they couldn’t look at it at my house. I’d have to have it towed to a shop. So I had it towed back to the same shop.
Well, an Arbella rep went to the shop and took a look at it and claimed that it is not coverable, but «wear-​and-​tear». I don’t understand how this could be considered a random event. My wife ran over an obstruction and the car died immediately. We maintain our car well and it has less than 60K miles on it! Arbella sent another engineer to the service station and their verdict is final. They won’t cover it. This entire process dragged on too long, was such a waste of our time and money, and smells like an insurance company just weaseling out of their responsibilities.
This is only the second auto claim we’ve made with them. The first one back in 2011 was from a hit-​and-​run when my car was parked on the street. There was rear body and tail light damage, but the car was driveable, so they had me drive it to one of their claim centers. The rep took a look at it and said they’d get back to me. A week later I got a letter with his itemized estimate: $ 510. But at the very end, $ 40 was deducted due to «betterments» since there were some scrapes on my bumper. «Sorry! That puts it $ 30 under your deductible!» How convenient. It irked me at the time, but I didn’t contest and had it fixed out-​of-​pocket. Should’ve learned my lesson the first time! Useless company!
Just noticed this other similar review:
Apparently, this nonsense happens too often.

Claims adjusters are fine. Had one accident, nuisance claim. Lawyers they assigned didn’t even get our information correct when responding for us. Found combined coverage for auto, home and umbrella at a top rated competitor for $ 1000 less in premium. Cancelled policy. Received invoice for amount due with threat to refer to collection agency if I didn’t pay in 9 days from the date of invoice!!! That, after never having a late payment in the years I was an Insured. Nice kick in the A on the way out Arbella

I have had nothing but issues since enrolling for auto insurance thru Arbella. I work full time and always pay my bills on time. I am so disappointed with Arbella, and my rep, I could scream. (and boy have I!)
If you don’t want money to potentially be stolen from your bank account, then find somewhere else to get your auto insurance coverage.
Horrible. Horrible. company.

This review is about the best customer service that I ever had in my life with an insurance company. It’s all made possible by the claim rep Patricia Pacella she was the best person go above and beyond and understanding my pain, understand everything that I went through going above and beyond to explain to me the procedures. I am happy to have a Arbella Insurance as my insurance company and to have someone like Patricia Pacella as my claim rep that they deserve a five star. Arbella thank you having someone like that on your staff.

I have been a customer of Arbella’s home and auto insurance since 2004. Rates area always top notch and competitive. Even though I never make any claims and have never been in an accident as an Arbella customer, my agent keeps in touch every year and let me know of new discounts and what not

Thieves! My company had a liability policy, workers comp policy, an umbrella policy and a commercial auto policy with Arbella. I had a personnel auto policy with two cars, a motorcycle policy, and a homeowners policy with Arbella. That’s seven policies. In May 2011 my employee crashed our van into another vehicle. We were at fault and Arbella paid out the max on this policy. When it came time to renew the auto policy they wanted more than double the amount that I paid in the years before and they only notified me of this about three weeks before renewal time. When I inquired why so high, they said we were at risk for another accident (are they contagious?) I said that the driver in our accident had his license revoked for a year and would not be driving for us even when his license was reinstated. They said we (all the company drivers) were now at risk and our auto policy was going from $ 9000.00 to $ 25,000.00 and we want our twenty percent deposit now please. By this time I had two weeks to shop my commercial auto policy around to find a fair price. When you buy a policy, the rate of that policy is based on risk, Arbella took the risk, had to pay out, then wanted my company to make up for their loss? In my opinion, the next years policy should not go up at all because they are the ones that took the chance, but lets be realistic, everything goes up. I would have been ok with Arbella wanting something like $ 15,000.00 for the next years policy, but $ 25,000.00 on short notice??? That makes them thieves!

I never really understood the benefit of having car and home insurance with a local company until we went with Arbella. Our agent truly understands our needs because he lives in our town. Arbella is a company of New Englanders, and they get the quirks of this part of the country (rotaries, Nor’easters, etc.) — and I think that that matters. It definitely shows through in every interaction we’ve had with them. My family has had all of our insurance policies (car, home) with Arbella for a couple of years now — they’ve been so helpful whenever we need them.

WTF. I paid my mortgage company, they paid Arbella… Arbella’s inability to figure out what they subsequently did with the money should not be my problem. Cancelling my policy when they have proof my bank paid them and that they just misapplied the funds? Not cool Arbella. Not cool.

I am pretty crushed by their bedside manner.
My agent has been very rude towards me. I am a paying customer, I was in an accident where a LImited Jeep Cherokee from New Jersey crashed into my humble prius (I say limited because in my mind that makes it bigger faster, more of a gas guzzler). The accident is another story. The girl didn’t even say SORRY!!! In fact, I was convinced she was a tourist from a friendly European country– who didn’t speak english by her lack of apology or communicating with me during the information swap. I was wrong on both accounts.
I should have known that everyone involved in this accident would possess a miserable disposition.
So far, my claim associate has been rotten, rude and condescending. Customer service is ½ of her job. Let’s wait until I get my check to divulge her name and write a letter to her superior…