Dreadful. Absolutely DREADFUL customer service. And after all, what else does an insurance company have to do but handle customer service needs? Eastern Insurance Group's purchase of DL Landau, with whom we did business for decades, was a death knell for good customer service. Interminable hold times, bad information, no reply to email messages. How many calls do I have to make, how long do I have to wait to get an appointment to sign documents to change our auto insurance policy? Well I can answer that question. At least one week and at least a dozen phone calls. We will be making every possible effort to change insurance agents...assuming of course we can find a company that hasn't been purchased by Eastern. read more

I just wanted to say eastern was the first company I asked for a quote for simple business coverage and it took 10 days for me to realize Kimberly Koloski and eastern insurance simply didn't care about helping me. It took a matter of hours to get a quote and gain insurance with a different broker. I do not recommend using her or this company read more

Quickly learning that emails that were supposed to be emailed, phone calls that were supposed to be returned, just never seem to happen. Quotes that were supposed to be sent by the quoting team and forwarded to me, just didn't seem to happen. Me staying with Eastern Insurance Group much longer - just doesn't seem like it's gonna happen. read more

Great company. Insurance isn't something everyone is fond of purchasing but this place takes the time to make sure you have the best coverage and pricing is great! Highly recommend!! read more

I contacted this agency almost 3 weeks ago for a quote on car insurance. So far after several emails and calls over the last two weeks I still haven't been able to find anyone competent enough to provide the quote. How they are in business is beyond comprehension. read more

I was referred to Eastern through my employer. Pretty much all the reviews are spot on in terms of customer experience. Eastern is an agency - not an insurer. That said, they act on behalf of much larger insurance companies who will not speak to me (or you) directly. You have to go through a licensed agent. So if you are okay with lack of attention to detail, sometimes snooty answers, etc then this is your place. read more

HIT THE BACK BUTTON, NOW! QUICK JUST CLICK IT!! I hate to give a bad review, I usually just talk to the people there and solve my issue without getting into online complaining but this place deserves it. They don't care about your business. They are rude and condescending on the phone. They will insult you directly. I know the issue, it's complacency. Everyone there has worked there for 20 years and feels secure in their positions, so screw you. If you're going to pay more for an agent go anywhere else but here, please, for the love of god, anywhere else. read more

Kim is the diamond amongst the coal in this Insurance Company. If you want to be ridiculed, aggravated and argued with than definitely call this agency. In the event you happen to be lucky enough to get Kim R. , than you will be well taken care of. Agency 1 Star....Kim R. 10 stars if they offered it on Yelp. read more

I'd give a 1 Star, but I'll try to temper my real strong opinion. I'm sick of insurance brokers and insurance companies and their alliance auto partners. Though I have been with Eastern for a number of years I am sick of their lack of quality customer service. This idea of "Insur brokers" is such a useless middle step, as I have always been transferred to Arbella Insurance for most home & auto insurance issues and claims. So why use Eastern. They have been a pain in my ass. Time to use my power of "choice" and look at someone new . . .though all the insurance companies "sort of" lock you in for a year you need to plan to move, which is what I am doing :-) read more

I have called 3 different times and was on hold for 14 minutes before I gave up (waste of cell phone minutes!) They never answer their phone. I can't wait to stop my coverage with this company! They are horrible! read more

Eastern Insurance is an insurance broker / agent. You might then expect that they would help you get great insurance and then buffer you from having to deal with any complex dealings with those companies they select. You'd be so disappointed. I just went thru a disfunctional dialog with three different staff members as my auto insurance came up for renewal. Three things resulted: - it emerged that I had beeen over-charged by $254.00 the prior year - they sent me lots of complex impossible-to-decipher paperwork via email - in the meantime the insurance company cancelled my insurance because I had not paid my bill (which I had not received: a pretty good reason for not paying it) This company does not deserve your business. read more

Follow up to my previous entry: I just switched to another agent. I would have been willing to stick with Arbella, in spite of how I feel they low-ball on reimbursement, but the new agent does not carry Arbella. Arbella does have decent overall customer service, and it did give me more money after I stated a case. This one star review is really about Eastern. read more

All bad business. No one has any idea which way is up. There is no organization at this firm you are just a number to them. They will take your money and then you are on your own. Stay away! read more

My wife had her first car accident of her life, she has been driving for over 37 years. She was not at fault , so we went through her insurance, because she has such good coverage, Arbella was not good to deal with but we received a lot of help from the people at Eastern Insurance agency . They were always available and helpful . read more

This group bought out my previous insurance agency and I am not impressed. I have been attempting to re-instate my lapsed insurance policy for over three weeks. After being told multiple times that their NH agents were "too busy" to take my call and that "someone would reach out to me", I finally called today and explained that this was unacceptable. After getting some attitude from Krysta in customer service, I was transferred to "upper management", which in reality was just another customer service rep that I spoke to two weeks prior. She was very pleasant both times I spoke with her, but all she could do was take my information AGAIN and speak to her supervisor. I ended up finally receiving another call from her stating that they would not write my quotes and to look elsewhere. Luckily I have already reached out to another insurance agency but this place is total garbage. read more

I had been with this company for years, just renewing my policy and paying my bill. When I was hit with a huge surcharge after a fender bender, and called to ask a question, I was taken aback by the CSR's attitude. I found her to be quite flip and sarcastic, to the point I decided to shop around (and get a better deal, btw.) I have since had to speak with them 2 more times, and again encountered attitude. I am not looking for a friend, but also do not like being spoken to like I am an idiot...or pain in the backside. I am quite pleased with my decision to move on, and to be appreciated as a customer. read more

Worst customer service. I only had to deal with them on a limited basis and they were completely incompetent. I

Terrible. Stay away. I bought a 3 family property and wanted to get an insurance policy on it and the guy, in a rude and condescending way, said "none of his customers would want to write an insurance policy for a rental property. They'd want to write an auto policy or primary residence policy as well. Do you know what I mean?". Wtf? I have received quotes from 4 different agencies more than willing to insure a 3 family rental property. I was taken aback by Eastern Insurance. Avoid these people. read more

Eastern Insurance agency is awesome! They have so many companies. I just called them cause my auto policy went up dramatically. A rep did a complete review of my policy, suggested ways to save more money. I only had auto with them so I started apartment insurance, saved on that and even bigger money on my auto. I see some of the reviews and I wholeheartedly have to disagree. Yes, sometimes I have to wait my turn to be helped but I have never been given any attitude. If you call up and be a jerk about it, maybe its your presentation! They are human, treat them nice and they will be nice to you! read more

I don't usually write bad reviews, but this business does. I had to add another driver to my policy, when I asked how much would be the quote, they did not say much. However in the next billing cycle I had a huge bill of more than 600$ that I have to per month. When I called customer service, the agent was kind of sarcastic and rude stating that naturally the rates would go up if you add another driver and told me to stop complaining. I just cut the call and sent the other driver's driving record, in the meantime I shopped for another insurance and agent. Another agent gave me better deal with the same provider. In the meantime these guys gave me another call and said they wouldn't accept the drivers record that you sent and want a written official drivers record from the other state. I was like that's enough bullshit from these guys and called up the other agent and signed for their policy. Certainly Eastern insurance guys don't care about customers. I wouldn't recommend this place even to my enemies. read more