Dear Horace Mann.....

Where to begin.

We have struggled from day 1 with our agent. We purchased a new home and subsequently set up a homeowners insurance policy through Jared Eggett agency for your company. The appropriate documents were mailed to us and we signed and returned them, however when we went to the closing of our home the yearly amount for the homeowners insurance had been increased by nearly $100. This caused our monthly mortgage to be increased erroneously. After going back and forth with our agent for several days they discovered they had made an error and changed the price but we had already closed on the home and paid the higher amount. It took several months for us to receive a refund check for the difference and any time we would call our agent with questions it would take about 5 business days for someone to return our call.

We also set up an auto policy for our two cars. Apparently there were several changes to the policy (unbeknown st to us) because we received about 12 different ID cards in the mail over two months with different policy numbers on them. You can see how this would be confusing. We subsequently replaced one of the cars and called our agent to make the change. Once again it took 5 business days for someone to return our call. That is simply unacceptable.

Once they did call us back they told us they had no way of knowing how much the 2nd new car would cost or what our total change in policy cost would be. I find this to be ludicrous. Why would I agree to sign any forms to buy any product without first knowing how much it would cost me? I asked the agent to do some research on this because we are on a tight budget. She said she would return my call the next day. That never happened. Over a week later, fed up, I called to cancel. Amazingly she called back the next day! Wanting to know why were canceling I told her that I was extremely displeased with their agencies customer service and that it was unacceptable to take 5 business days to return a paying customers call, EVERYTIME. In fact, the last time I called and she promised to call back the next day, she never did. Her response to this was to tell me that she has been out sick for 4 weeks and then sarcastically said "I'll try to never get sick again". That was just plain unprofessional, to say the least! I told her that I was sorry she was sick but I find it hard to believe that NO ONE in their entire office could return our calls. I did not ever call her directly, I called the general phone number for the agent's office and got the answering machine every time. Never in the 5 months that we had Horace Mann insurance did we get a live person on the phone when we called; only an answering machine. I have no gripes with your product, the insurance, but will never ever do business again with your agent: Jared Eggett's office.
We made the change to Geico, who offered rates as competitive as yours. When we called to make the change we were able to speak with a live person within 3 minutes. We were then able to set up a homeowner and auto policy AND receive documentation of the prices for both all within 20 minutes time.
Even if your product is great, if the customer service is lacking it will drive your customers away. I would suggest this be discussed with your agent.
Chelsea Barnett

That was therapeutic to write! for months we have been going through H**l with our insurance agency just trying to set up our stinkin cars and it has been sooo much stress on my shoulders. AND now its OVER!!!!! yeehaw!!
I canceled and sent corporate this lovely complaint letter. I don't much care if they respond just wanted someone to know, ya know?