Family Insurance Solutions Inc - Vancouver, British Columbia

Amber Ramsay

I have never dealt with such unorganized and unprofessional insurance reps. I switched to family insurance this year because of their rental car coverage, big mistake. I never thought I would say this but I really wish i had stuck with ICBC for all my insurance. I will be switching back immediately and will not be dealing with Family insurance for anything in the future. Everything was going very smoothly until my representative went on vacation and I was left to deal with a new agent who I see by reading reviews has more than one complaint lodged against him (Mark. S.). From what I gather in speaking to others; unprofessional agents, terrible customer service and conflicting information are what one can expect when it comes time to actually use your insurance. I guess your experience with them just depends on who you're lucky or unlucky enough to be assigned to.

Carmine Gallaccio

Had a great experience with my at fault claim with family. Adjuster was very responsive throughout the whole process and set me up with a rental car for the duration of my repairs. Although the claim process is somewhat slow the cost savings with family seems to be worth it. Not exactly sure why all the bad reviews for this company.

Kay C

I use Family for my optional auto insurance. Recently my vehicle was hit by another driver while parked on the street outside our home. The at-fault driver left a note (thank you!) but this still required me to deal with both ICBC to establish fault, and Family for the claim.

This was my first experience dealing with Family directly, and they were great. One call to take all the details during which they pre-authorized a rental with Enterprise and provided me with a list of recommended local repair shops. When ICBC confirmed that the driver who hit my vehicle was fully at fault all I had to do was forward the email and the deductible was waived by the time my vehicle went in for the repair work.

Family rep Anita has been awesome - informative, helpful, and friendly. Full marks for customer service.

Larry Law

Terrible service and advise at all time. I got hit and run at a park but I got the Van hit and run video with my car dashcam and I found that Van after in the parking lot. I took many photos and videos of that Van and submit a claim online. They opened a file and ask me to find a auto center for an estimate and get it fix. They told me to pay the detectible first because it takes time for them to get the claim. After i got my car back, i keep email them every week for update and insist I can send them the photos and videos for evidence for the claim but they said they dont need it. After a month, they finally ask me the video and photos, and after one month and said it decline to pay the deductible and ask for more evidences like the driver name and driver license number. I told them is hit and run and how could i get those information. I am totally disappointed and they have been ghost me since and never reply to my email. I will not stop complaining until i get my deductible back

B

Been paying for 7 years split with ICBC, only to find out that if I went with ICBC alone I would be saving money. I had the insurance lady change over to 100% ICBC and payed for the year.

Family insurance solutions is STILL taking my money through pre authorized debit even after the cancellation. Now it's a "call them, we cant help you" run around.

Inflatafun vi

Would give you zero if I could.
They suddenly decided to cancell my home insurance. Why?
1. I upgraded my old oil furnace to
Propane ( all most 3 years ago).and they want proof of oil tank disposal. I took it to metal recycling place. So no proof although I sent them proof of new propane furnace install.
Like what the hell I'm gonna do with an oil tank
2. Becouse I have a home based business. I've had a home based business for 7 years!! I've been a registered corporation for the whole time ! I don't even have customers at my location... just staff. But I guess that not ok
ZERO CARE ZERO COMMUNICATIONS
ZERO COMPANY

N Sheldon

If we could give a zero, we would.
Adjuster (Mark S): rude (We invite this company to listen to the recording they say is for "quality assurance"), incompetent, doesn't get back to you, makes excuses for his forgetfulness. It took him over 6 weeks (and a month in a rental car) to replace a tire rim. The rental car was worth more than the junkyard rim he authorized. Now my claim to the City will probably not be reviewed because our adjuster didn't submit the document before May 12th and we sent it to him April 3rd. Now the adjuster won't reply to our questions about the document he was supposed to send to the City. Taking this to the ombudsperson of insurance. Worst experience ever. I will NEVER buy insurance from this company again.

Shaina Kalra

They have so many hidden fees and charges when we cancel the insurance. I have gone back and forth so many times trying to explain them a basic math calculation as I was charged higher than what I was supposed to pay but they don't have any answers. Please avoid as you'll end up paying more eventually with their hidden charges.