Terrible agency giving me the same run around bs for days. Adjuster screaming at me over the phone and calling me a Jackass.

I was rear-ended on March , 2026 by a driver insured by Agency Insurance (AIC). Their insured had an active policy. I did everything right. But getting them to even open a claim was a nightmare. I tried three separate times to report the accident. The first two attempts? Nothing no response, no claim number. On the third attempt, they finally acknowledged me and issued a case number. That should have been the start of resolution. Instead, it was the start of more delays. Weeks went by. They kept saying they "couldn't reach their driver." Then came the verbal denial - a claims representative literally told me: "We can't get hold of the driver. We can't do nothing for you. Go to your own insurance." Just like that. No formal letter. No investigation. Just a phone call telling me to go away, hoping I would give up. I didn't. I know the law. Insurance companies are required to notify victims of a coverage denial within a certain time frame. They failed to do that. So I sent a formal email demanding a written decision. Only then did they bother to respond. And what did they finally send me? A denial letter dated May 5, 2026 over a month after my accident. Their reason? Their insured "failed to cooperate," so they denied coverage to everyone, including me, the innocent third party. Let me translate: they refuse to pay for the damage to my vehicle because their own customer wouldn't talk to them. That is not my problem. That is their underwriting problem. But they use this as a get-out-of-jail-free card. This is not insurance. This is a scam disguised as a claims department. But it gets worse - I am not alone. Person 1: "I have been waiting for over a month for them to let me know if they are going to fix my dump truck or total it. This is my livelihood. Do not recommend." Person 2: "Worst car insurance in the USA. If you get into an accident, it may take months or even a year, if ever, to receive a response." Person 3: "I sometimes wonder if this is actually an insurance company or just a front. I get a phone call returned maybe if I call 5-6 times. Claim open since March no help. Second bad experience in three years. Not renewing." Person 4: Had to pay out of pocket for a tow because AIC's roadside took hours. Their own agent said no reimbursement. They literally left a customer alone in the cold. Person 5: A tow driver left them stranded in 95-degree heat - without their wallet, keys, or phone because AIC failed to communicate. The driver drove off with their car and belongings inside. AIC's advice? "Take an Uber" with no wallet or money. And the list goes on and on. What I conclude: Agency Insurance appears to systematically deny legitimate third-party claims by claiming "non-cooperation" from their own insureds - a tactic that is suspiciously easy to invoke and impossible for the victim to disprove. They delay filing claims, give verbal denials hoping you'll go away, ignore legal notification deadlines, and only issue a formal denial when you force their hand with a written demand. This company should be investigated by the Maryland Insurance Administration and the Better Business Bureau for potential bad faith claims practices. They are located in Elkridge, MD and appear to operate across multiple states, leaving a trail of angry, unpaid customers. Do not let this company insure you. Do not expect them to pay if their driver hits you. They will find an excuse. My next steps: · Filed with my own insurance (at my own deductible cost) · Filing a complaint with the Maryland Insurance Administration · Warning everyone I know to avoid Agency Insurance like the plague If you have been similarly denied after their driver caused damage, please file a complaint with your state's insurance commissioner. Numbers matter. read more

My car was hit by one of AIC's clients while parked in the street overnight. The client sideswiped it so thoroughly as to prevent the doors from opening (driver's side) and as such it is not drivable. After two weeks of zero responses from AIC, they did finally arrange me a rental car so my one star is for that. Otherwise, it has been sitting in front of my house and now the body shop for over 20 days and we are still waiting for AIC to approve work. They never call you back. They are a horrific insurance carrier. I cannot imagine what their exit strategy is but I can't imagine a big carrier acquiring them no matter what their book of business is if all their clients and customers are treated as horribly as I am. read more

Communication and customer service is nearly non-existent with AIC. I was hit by their client and it's been 3 weeks since and my claim is still "under investigation" because they are unable to reach the client and driver (2 different people). It is a horrendous feeling to think you might just not be covered. My emails go unanswered for days and when they do respond it almost seems like you are a bother for asking. This has been a nightmare. read more

Agency Insurance Comapny - Auto Insurance Near Me - Hanover, Maryland

Absolutely horrible claims customer service!!! Rude and unprofessional. Highly recommend don't use.

Very disappointed with this insurance company. My claim was denied simply because their insured driver did not answer their phone. There was a police report and witnesses, but apparently that is not enough. So if someone with this insurance hits you and then refuses to answer calls, the claim can just be denied? That is very unfair and irresponsible. Exchanging insurance information and having a report should be enough to investigate a claim. If you are involved in an accident with someone insured by this company, be careful. It seems the claim depends more on whether their insured answers the phone than on the actual facts of the accident. read more

Run as fast as you can from this ins company. They may be cheap but it's for a reason. My mom had them got in an accident, they don't send an adjuster out just total your car then low ball the amount 6 weeks to settle. Then I had a fender bender and the exact teams thing happened. I then went with State Farm and this company is trying to charge me a cancellation fee. I think they are a scam company if I could give less then 1 star I would read more

This place is a absolute disaster!! Complete joke!! Monique Scott is my adjuster and Phil the supervisor smh both lazy and not wanting to help. They are my insurance company. Yes you read this correctly I pay them for insurance and they are not trying to do right by me at all!! Miss Scott was mad that I had her do her job instead of doing it for her. Then when I asked for a supervisor because all she did was arguing with me and telling me I gotta get all the info for her and I need to do all the back and forth woth the body shop. When I asked for a supervisor she refused to get one for me. I had to call back on my one asking for one.. got phill. Smh if I thought getting ahold of miss Scott wad hard. Wow it was even harder to get ahold of phill and he was absolutely no help. But alt least he was nice and not condescending and rude to talk to. By the way this place is only open Monday to Friday 9 to 5 and god help you if you call before 9am or aftet 5pm you wont get a adjuster or anyone except for the person who will pick up and get you a tow truck and tell you the case worker will get I touch.. no other communication at all. It has been like pulling teeth with this company and they have been lowballing me the hole way. I had to be up there butts for everything if i didn't text them they wouldnt contact me. They don't called they text you. Its hard to get miss scott on the phone and when you text she offen dont get back until you blow her number up. They payed for 2 weeks of car rentle while my car was being looked at. Then stopped paying for ot never told me they stopped never said take the rentle back never saud anything.. then i got charged on my credit card and got 3 over draft fees cuz i did not expect this to happen. When i finally found out and it took 2 weeks more to get a hokd of them they said oh well we stopped cuz we was not sure what you wanted to do now that its totaled. I asked so you dont call and ask or get a hold of me. And all they ssod was umm I thought we did. Im not fighting them because they wanted to low ball how much my car is worth. They wanted to give me half of what it was worth and I had to get a apraser of my own to prove it. I called in the beginning of may. Its now the end of and july I still dont have a car no rental fighting with the bank for the mess up and dont have any info on whats going on with the apraser they have to get to now that I got one and paid 500 dollars for. The worst part is this company is my insurance company and they are doing me dirty. God only knows what they do to who isnt their clients.. DONT GO HERE THIS PLACE IS HORRIBLE!! read more

scam insurance company they don't plan to pay any claims. they claim they can't get in contact with their clients and deny claim.

Been almost 7 weeks and nothing they total my car and I don't have a single call from them, at this point I will lot recommend this insurance company to anyone Brittney Hensley and Justin Bednar are just ignorant and unprofessional people hired by this company read more

THEY ARE THE WORST !!!!! Their driver put me out of work for 18 weeks plus. I am finally accepting their offer unwillingly because I am tired of this. It has been 2 years since the accident and they've been Low-balling me every step of the way. From the compensation for my totaled Camry to Lost wages and claimed I didn't deserve any pain and suffering. The lady handling my claim, Lauren Bruzga, never answers the phone, never responds to emails. Only when I complained to the Maryland Insurance Administration, they then finally respond. This insurance company should be disbanded. Now!!! If anyone else out there isn't getting anywhere with this company, please contact the Maryland Insurance Administration and file a complaint. read more

Run as fast as you can from this company. If i had not called once a day to try and get an answer from my adjuster- I would have never have heard from them. Very unresponsive, in a 3 month period of me trying to speak with my adjuster- i only got a call back once. I asked to speak with a supervisor about the unresponsiveness and the response I got was " we don't do that". Its honestly like a weird nightmare dealing with this company, I'm not even sure its legitimate. read more

Got into an accident where the driver insured by this company brake checked me, causing a collision. They have been unpleasant in a single phone call and have yet to communicate with my insurance company even after getting my car back. Extremely unprofessional and appalling! Would give 0 stars if at all possible read more

A driver of a box truck hit me, insured by this company, in the middle of an intersection. I sustained back injuries, neck, shoulder, hand and leg. Even though their driver was at fault, they quickly denied my claim because I would not give them a statement as per my attorney's advice. the representative from the company was beyond ignorant. read more

Worst experience ever three weeks just to get an adjuster out and then what they offered me for the was totally ridiculous. Dealing with we're dealing with kindergarten kids. read more

I was paying for My moms car insurance and when she passed away they asked for her death certificate to take her off the insurance which I provided they than issued a refund check to my deceased mother. They refuse to give me the refund or refund my credit card on file that they bill every year, but they wont give me back my money that I pay for the whole year. They are purposely causing unnecessary stress that is not needed in my life at this point read more

Everything!! Horrible customer service! They will never call you back or respond to your emails. They delay paying claims as long as possible. Honestly, they should not be in business!! read more

Extremely unprofessional & lack proper communication skills. My boyfriend's car ended up as a total loss after a deer ran into him. He's explained the issue via email/phone several times yet there has been multiple people from this agency reaching out to him by phone asking the same questions that have already been answered. There has been an overall lack of urgency to execute small tasks/come to an overall solution so we've been getting the run around for almost two weeks now. Save yourself the time & energy. Avoid seeking coverage from this agency. read more

One of the worst experience I've had so far. The insured party of AIC backed into my parked vehicle, causing damage. I reported the incident and was assigned Mr. Sharp as the claims adjuster. I have made multiple attempts to reach Mr. Sharp for updates on my claim, but my calls and messages have gone unanswered. Despite contacting the company's management to request assistance, I have not received a return call or any meaningful updates regarding the status of my claim. The last update I received was that the adjuster was attempting to contact their insured party. To assist in this process, I even provided the insured's direct cell phone number, which I successfully used to contact them myself. Despite my efforts, there has been no progress or communication from AIC. This lack of responsiveness is unacceptable and has caused significant frustration and inconvenience. read more

Awful customer service for a no-fault claim. My vehicle was deemed a total loss over 2 months ago and the adjuster has been horrible to deal with. No return calls, emails and will text periodically in a bullying fashion. Rental was cut off and without a vehicle or a payment for the total loss 2 months later. Can't get any answers or response from this company. The claims handling has been sub par at the best. Bryan claims to have 10 years claims handling but obviously needs coaching. read more

I was unfortunately hit by one of their drivers two months ago and still counting. I pray you never have the unfortunate opportunity to deal with this organization they will give you a major run around and every excuse not to pay out. read more

Way too slow in addressing concerns. Total loss vehicle offered way too little. Agents answering the phone seem not trained to deal with issues. read more

An awful company with awful employees. That is if you can get someone to even call you back.Absolutely the WORST customer service experience I have ever had. Stay away!! The adjuster named Chris Dyer at ext 7750 is absurdly rude and insulting and will call you names and talk over you to avoid answering any questions. His knowledge in claims is severely lacking and his customer service skills are non existent. Unprofessional does not even come close to describing my experience with him. This company has numerous bad reviews and I hope to never deal with them again. I filed a claim on Jan 27th after being struck by one of their drivers when he ran a stop sign. It is now Feb 13th and I am just hearing back today only after I called/emailed/texted with no response for weeks. Finally filed a complaint with the BBB and suddenly he returned my call. To my surprise he was the rudest individual I've ever encountered. Not sure if he doesn't know how to do his job or if he just lacks customer service skills but he's an awful human being. STAY FAR AWAY FROM THIS COMPANY. THEIR REVIEWS ARE AWFUL AND RIGHTFULLY SO! still haven't been able to get my car fixed and am waiting on a check to be mailed since he purposely sent it to the wrong address!! Dear God what an absolute horrible experience. read more

The worst customer service experience I ever had, time for me to get my lawyer involved dealing with them keep giving me the run around transferring me to people that don't answer the phone I believe they're trying to get rid of me but it wont work don't do any type of business with them you been warned read more

This isn't about a claim, fortunately I haven't had that experience lately. This is about wanting a company that weighs both their bottom line and the humanity of those they "serve." I had been without a car for a number of years so didn't have insurance when I finally saved up to buy one. I get just over $800 a month retirement (SS) so saving up and then planning for insurance premiums is a big deal. While at the dealership, I called my agent and gave the routing number from my credit union membership card. Unfortunately, I gave the savings and not the checking. I don't have but $5 in savings because I have to in order to have the checking account. I noticed the NSF before the company contacted me, I called my agent and after several emails, phone calls, and signing multiple no loss statements, as well as sending them copies of my statement showing I had the money in the bank when I gave them the wrong number because, you know, old people who make mistakes are probably criminals. At no point during all of that did they let me know they were going to charge a penalty, you know, because of all the labor involved with electronically making and receiving payments. So they got that payment, everything was fine, then when my next payment comes due ($97) it is with an additional $25 charge, no explanation either when I was jumping through their hoops nor when they charged me the penalty. So I have $123 taken out when I was expecting $97. Mind you, $123 is 15.2% of my monthly income, so what is small change to them is major to me. If they had had the professionalism to let me know while we were doing the hoop jumping, I wouldn't be upset. But they didn't deem me valuable enough as either a customer or a human being to inform me that there would be a penalty, then just charge me. I called my local agent to see about getting it returned and waived, since I know from experience in various jobs through my life you always, if you're professional, inform customers when there is going to be any additional charge. Plus, I would think that keeping someone paying $97 a month happy is more important than a single $25 charge for a simple error. I was wrong. That $25 is more valuable to them, and when my six month policy is up and I can shop around as someone who has insurance, I will find another company that might take into account a person's situation and potential future premiums, as well as basic professionalism, and AIC can keep that valuable $25. If you're a senior, if you're on a fixed income, don't let the low premiums fool you, they will nickel and dime you because that is who they are. Find an ethical company, even if a few dollars more, it will be worth it to work with people who care about their customers. read more