I have been using Russ Siebert for a number of years along with most members of my family. Their service has always been just ok, nothing spectacular, but nothing to remind me to shop around until recently. Last week I couldn't find my car insurance card and called to ask for a copy to be sent to me. At that time I was informed that our entire insurance policy had lapsed: cars, home, RV, jewelry, umbrella. They informed me they left a message for us the night before, which was after the policies lapsed. I was shocked, it turns out our mortgage company had a computer glitch of some kind and the payment was stuck and never sent. When I asked how did we not know about this before it lapsed? Russ Siebert's employee Lisa informed us: "that they do not monitor billing, 'they did nothing wrong' and it isn't their responsibility." We had to pay $3800 on the spot to reinstate our insurance and then try and figure out what happened, again Russ Siebert in no way provided assistance or even an apology that this was happening. It was some of the worst customer service I have ever received and Lisa informed me she had been there 30 years. After making numerous phone calls on my end it turns out Secura who holds the insurance sent at least one letter a month ago to Russ Siebert's office letting them know the payment hadn't been received and that the insurance would lapse if they didn't receive payment. Again, Russ Siebert is not even acknowledging they could have been aware of this. While I understand the mortgage company is at fault as well, Russ Siebert was in the position to alert their customer. What if my house had burned down or one of my kids had gotten into a car accident? We had no idea we had no insurance coverage until WE called. They left one message the night before - they should have done everything in their power to make sure we got the message. They are completely negligent and I am already working to get family members out from underneath their services as well. read more