I will start this by saying I had successfully purchased business insurance from this company without issue, and had auto insurance with them for about a year before rates went up without explanation. I ended up switching to Progressive.A year later I was approached by one of Old Heritage's representatives (one I had not dealt with previously named James) via email who wanted to regain my business and asked if I wanted an Auto quote. I send my info, I get a formal quote that is over 35% cheaper than my current policy $802/yr), and strangely its from the same carrier. I say it looks great, and that I want to add rental coverage but other than that everything looks great and I'm thrilled. Then a week goes by with no communication. I send a few emails, no response. I call the office, I'm told he's unavailable and to expect a call back. No call comes. Eventually he responds via email, asks who my current carrier is (we have already established this) and he then responds telling me I'm better off going direct and ends the conversation entirely thanking me for (nothing??) I'm upset, I reach back out via email, phone asking why all of a sudden the change nd demand explanation. Then he responds with a price (not a detailed quote) that's more than I am currently paying and almost double his original quote, $1488. I ask why the drastic change, and suggest maybe this is edging on the unprofessional. He denies this, offers no explanation, and still refuses to respond to my calls and voice mails seeking clarification on WHY this has changed.I finally reach out to the Office and asked to speak with someone else in charge, and they tell me after reviewing our email correspondence that in no uncertain terms it was unprofessional of James to treat me this way and that they will get me another quote. I then get another formal quote that is even more expensive, almost $1800. At this point I'm so fed up, I have wasted so much time dozens of emails, calls, time I could have spent shopping elsewhere. Never got a clear explanation, just a muted apology.I still have a business policy but after this debacle I cannot recommend this place to anyone, which is a shame. read more

Maybe I live in Bizarro World but I've never had anything but great customer service from the folks at Old Heritage. Whenever I call them for anything (which is often, as I've had an auto policy with them for 4 years and a renter's policy for the last year), they are always extremely helpful and promptly return my calls. I can't remember ever waiting more than an hour or two for a callback. When I've shopped around for better rates at all of the usual insurance suspects (Geico, Liberty Mutual, MetLife, even Amica), Old Heritage still comes out as cheaper by a good margin. (Or rather, the insurance that Old Heritage sells -- Safety Insurance -- comes out being significantly cheaper.) I have to think that the abundance of negative reviews exemplifies the adage that the only people who write reviews on the internet are people with bad experiences. Or at least it seems that one is more likely to flock to the internets to write a negative review than to write a positive one. So consider this my attempt to strike a more fair balance. read more

A tree fell on my car while it was parked outside my house. It took a full week for Old Heritage to have an adjuster come to look at the car. He didn't tell me when he was coming as Danielle promised he would. Then Danielle wanted me to come to the office to sign some paper work as the car was totaled. The car was my only form of transportation and it took me about a week to get a friend to drive me there. When I got there they couldn't find my paperwork! I looked though files for them at the office (which I'm sure is illegal) and I never found my file. I left a hour later without signing the paper work. Later next week when I FINALLY got a hold of Danielle she said it was locked in an office and that she couldn't mail it to me. I told her that someone has to drive it over to me or mail it and she mailing it was illegal. Needless to say I got the papers to sign later that same week and mailed it back. DO NOT UNDER ANY CIRCUMSTANCES USE OLD HERITAGE INSURANCE. I can't express how bad and rude the people are there. The price may be cheap but you really do get what you pay for. read more

DON'T use Old Heritage! Terrible service. They don't answer emails. When you call, their people don't know anything. They were sent a cancellation form when we switched insurance and they claim it never arrived, so we haven't gotten back the prorated premium remaining on the old policy. I sent the cancellation form again. Waited two weeks. Had to call and ask. The person who answered said they'd look into it. Guess what? Another two weeks have gone by and I'll have to call them again. Probably have to file a BBB complaint to get them to do anything. read more

Due to poor value and even worse customer service, I'm giving Old Heritage one lonely little star. This upcoming rant is about the difficulties of obtaining reasonable automobile insurance in the state of Massachusetts as exemplified by Old Heritage Insurance Agency. First some personal information for you, I drive a 1996 Toyota Tercel (not a prime piece of real estate I'm afraid). I'm a good driver with a single speeding ticket on my record (back in 2006). I've moved around a lot and have lots of experience with different automobile insurance agencies. So I think I'm a reliable source of information. Now on to Old Heritage, which I will call OH! for short, because they desereve a surprised acronym to represent them, because no experience I've had with them has been anything short of surprising, but not in a good way. Here are my list of surprises: ~ $600 per year to insure a crappy car with 260,000 miles on it. ~ You could also think of that as $600 a year to insure a good driver... ~ No return phone calls on 3 out of 4 specific inquiries. Why did they bother to write my phone number down? Who knows, maybe they didn't? ~ When I got married and changed my name, no new insurance cards were provided (even though they were requested) and whenever I call them, they always ask me if I'm actually Minda _____ (insert wrong name here). ~ Upon the Massachusetts legislature finally realizing the error of their ways and de-regulating auto insurance in MA, Progressive comes to town and I switch, immediately. But after I cancel my policy through OH!, I am charged five days later for a policy that I no longer have. When I bring this matter to their attention, the uberbitchy woman at the other end of the phone line tells me that it is not in their hands to refund my money, for that I have to go directly to the insurance carrier (who is Commerce Insurance) and sort it out with them. I reply that this is unacceptable, and she says, "Tell Commerce" and hangs up on me. So I am once again left wondering what is the point of local insurance agents and once again pat myself on the back for switching to Progressive. Thier agents are FRIENDLY. They give you PROMPT service, and they are charging me HALF the rate that I have been paying. Do it now! Switch automobile insurances! But don't let OH! represent your policy for you. Do just what they say and go straight to the insurance carrier. Cut out the rude, unresponsive middle man. read more

NO STARS!!! I switched to insurance with Old Heritage due to the low rate that I was promised. They did deliver for the first year, but upon renewal my rate skyrocketed then continued to be increased each month with NO claims, NO accidents and NO infractions. I called every time that the rate increased and was assured that it would be fixed the following billing cycle. When the next bill came it was even higher! After 6 months of this (yes I know why did I wait so long...) I finally switched insurance carriers. When I called to cancel the renters insurance we also carried with them I was condescendingly told that it was MY fault that the rates were increasing monthly and that it wasn't there problem. I wasn't even transferred to our agent he couldn't be bothered to speak to me. Well the joke's on them because we canceled directly through Safety and I canceled direct pay so we are totally done! Save yourself the head ache and go with ANYONE ELSE. read more

Actually the worst company I have ever dealt with! I went in and paid for my house insurance with a check (the amount according to THEIR policy write up) never got a bill so I emailed late on a friday asking what was up (seeing as it ought to need a second payment at least a month later) no reply! I waited until the following Friday when I called and was told they "never got" my email could I resend it? I did. Again no reply the next Friday (so now we are two weeks out from original date) I called again. I was put on hold and told someone would get back to me Monday - they did. Telling me that the insurance company would not accept my house for the value written because the replacement value was more than that so I'd have to okay a change to the check amount. I waited two and a half weeks to hear that they didn't create a correct policy. BAD COSTUMER SERVICE! read more

This is a complaint to express the regret I have with choosing to do business with Old Heritage Auto Insurance and to explicitly warn others against this company. I moved to Massachusetts in April, 2016 with an out-of-state All-State auto insurance policy set to expire in June, 2016. An agent at Old Heritage Auto Insurance by the name of Jay pulled my out-of-state driving record and quoted me on an auto policy. The quote was lower than all competitors so I purchased the new policy and told the agent to cancel my old policy and process a refund. Two weeks later, Jay informed me my annual premium was increasing by an additional $2000+ a year due to my prior driving record. I informed him this was a mistake since my prior driving record was clearly documented in the original quote. Jay informed me this was an error by saying the system "didn't properly code it" and they could not do anything for me. They offered no apology or solution. I was denied a request to speak with the Agency Owner, Erin Gelinas. Over the next two weeks I emailed Erin three times to no avail. It took me two weeks of consistently calling the office to get Erin on the phone. When she finally answered, Erin was dismissive of every complaint I had. Jay told her he never saw my prior driving record when he ran the initial quote. This is a lie. She abruptly ended the phone call and wouldn't pick up again when I called back to finish the conversation. Instead, she sent a disrespectful email, dismissing my needs again, and saying I never told her what I wanted as an outcome. Not sure how I can provide her with instruction when I wasn't given an opportunity to speak. Dissatisfied with the lack of customer service and ownership of the mistake, I contacted All-State Corporate Resolution Team to file a complaint and see if they could help me. I was informed by corporate there was nothing they were able to do to provide me the lower quote. No acceptance of fault was taken on their part. While on the phone with them, I learned Jay never processed a refund for my original out-of-state policy. This meant between the start of my new policy (April 29, 2016) and the expiration of my out-of-state All State policy (June 06, 2016) I was paying for two auto insurances. The corporate resolution team informed me the policy for refunding a past policy is 30 days and they needed written documentation from the Agency in order to process my refund. The corporate resolution team called me a few days later to inform the Agency claimed having no documentation of this refund request. I expressed my outrage to the corporate resolution team. Why isn't this common practice? Why would someone willingly have two active policies? Doesn't my new policy count as proper documentation? Does this Agency report to anyone or are they given free reign to arbitrarily avoid following the rules and guidelines of All-State? The corporate resolution team was also frustrated with Old Heritage's abdication of conducting themselves in professional manner. The corporate resolution team went over Old Heritage Auto Insurance's head and processed the refund on my out-of-state policy backdating it to the date of my new policy. This situation began April 29th and was resolved on June 27th. The entire fault of this gigantic headache sits at the feet of Old Heritage Auto Insurance. It's incompetent staff, shady business ethics and poor customer service lead by Agency Owner Erin Gelinas is appalling. Erin and her team were completely useless throughout this entire situation and I would still be searching for a solution had it not been for the corporate resolution team. I have since left Old Heritage Auto Insurance by canceling my auto policy and a separate renter's insurance policy. All-State's name has been tarnished thanks to Old Heritage and I will never return to All-State or Old Heritage again. I emphatically advise everyone against from doing business with Old Heritage Agency and Erin Gelinas. read more

Absolutely outstanding service. I am kindly surprise how patient and professional everyone was dealing with me. I ended up securing not only auto but also home insurance and could not be happier. Best service I have experienced in quite awhile. Absolutely recommended this agency. read more

awful-awful-awful. They do not answer the phone consistently, or return calls. Cannot answer basic questions about rates, policy, etc... Take your business elsewhere. read more

Without a doubt, this company is completely useless. Eric W definitely lives in Bizarro World. My policy was set to expire on 8/7/15, and I had decided to switch over to my wife's insurance carrier. I cancelled my OH policy in mid July (I was already paid in full). Our new agent contacted them about this cancellation, and everything was supposedly taken care of. However, OH took it upon themselves to start a new policy for me as of 8/7/15 with a completely different provider and with insurance limits that were lower than my previous policy's limits, but for more money. What's worse, is that they didn't even tell me that they did this. We didn't find out until a collection agency starting calling us asking for payment. Run, don't walk, away from this company. read more

1) Half of the employees don't come in until noon 2) When you call and ask for simple information, i.e. - how much did my policy cost last year? why was this adjustment made?, etc., they take at least 2 days to call you back 3) When you ask specific questions about your policy (am i covered for x,y,z?), they don't bother to check. They say "yes, I'm sure you paid for that." 5) Staff at Old Heritage can't add/calculate changes in premiums. There was a change made to my auto insurance policy. It took a week for the employee to figure out the math. And a year later, they are still providing me with wrong information. 6) I sent an email with 2 questions. I received a swift reply & none of them were answered. Do yourself a favor and go somewhere else. read more

A single star for Old Heritage Auto Insurance. For one single reason: customer service is everything. I called Old Heritage to find out two things, my balance due and a simple yes or no answer on whether I needed a signature from them when switching insurance companies (I found a much lower rate with Progressive). I was connected to an older gentleman, in the cancellations department. What should have been a simple in and out conversation turned into 10 minutes on the phone with this man essentially berating me for switching insurance companies and for not giving them my new phone number, despite them having it and not returning my previous calls. He refused to talk about the notice of cancellation I received on my now cancelled policy, he would only say, "YOU didn't call, YOU didn't give us your number, YOU...(get the point)". I could understand this kind of behaviour perhaps if I were trying to reinstate my insurance, but in this case I already had new insurance-which he volunteered, "does not provide the same level of customer service as they do". Well thank God for that then. Up until this unusually unpleasant customer service experience, I had a fairly good experience with Old Heritage. Their previous and current receptionists are very helpful and amiable. The phone call ended with me repeatedly asking this man for my current balance, which he refused to give me, him finally saying he would look it up and then, putting me on "hold" (or so he thought) while I over heard him tell someone in the background exactly what he thought of me. Moments later, he hung up on me. I called back and, despite requesting another person, was connected to the same man, who did not answer. I called back one more time, and was finally connected with the owner or manager (a woman) who was more than happy to provide me with my balance and an answer to my original question, argument-free. Obviously I told her about my experience with the older gentlemen in the cancellations department and hopefully it will not happen again. I have never had a harder time simply trying to pay a company the balance I owe them. You think they would make it easier for people to give them money. Especially after touting their customer service as the main reason I should not go to Progessive. If you like good consistent customer service, Old Heritage is NOT the place for you. read more

Great service all the time. Have had claims with house and cars and done with great service!

I love Old Heritage! I have been a member since I was a sophomore in college- close to 10 years now. They call and email me if I am in danger of being cancelled and they have always worked with me and my financials (when things have been tighter- hey, it happens!). They have been life savers and I really love the small company, big customer service that they provide. Thanks! read more

I have had a terrible experience with Old Heritage Insurance on Main Street in Reading.The customer service was terrible. Old Heritage failed to call me back on multiple occasions over a period of 2-3 months. We will suffer financial loss because of communication errors made by Old Heritage. read more

I signed up for auto insurance last week and worked with a man named Mike, he was very polite and knowledgeable, he helped me get my coverages to where they needed to be without charging me an arm and a leg for it, he also saved me a little more money by packaging my home insurance with it. I would definitely recommend this agency to my friends. read more

Hmm? I received a lower rate for homeowner's ins., but although I thought they were moving forward with it as I had authorized, come to find out they never did. This was very frustrating because I was on top of them and was trying to implement with plenty of time before my escrow paid my old insurance. This prompted me to read other reviews and I am glad I did. I did get a lower rate, but my gut is telling me that I should rely on the constant reminders to them of things and my constant follow-ups and their inability to follow-through. In addition, I received 2 different quote amounts. The original was from Bruce who is not reliable and sounded flustered alot and the second was almost $100 higher from Sherry. I am wondering if they are even a legitimate, reputable company? read more

Great Service, overall great insurance agency!! I have been a Old Heritage Client for 3 years and am very happy with the level of customer service I receive. With the help of the staff, I also was able to combine my home and auto insurance with the same company to save money. Old Heritage values their clients much more than a direct writer such as Liberty Mutual!! 5 stars for Old Heritage Insurance !! - Tim read more