My experience with Redrock was great. I told Charlie what I was looking for and a few days later he got back with me with a quote that had great coverage at a price I was very happy with. I was closing on my house and he took care of getting all of the info to my lender. It was a pain-free process, 5 stars!
I could copy and paste Shunte Moore's review because my experience is pretty much what she said. When I started with Red Rock Natalie was there and I felt like I had an agent, but now when I call most times the phone does not even ring, it just disconnects! Hard to reach, and slow or not response is the new normal at Red Rock. I'm looking elsewhere - there has to be more customer friendly insurance agencies out there.
Two or theee years ago, this would have been five stars (honestly would have given it 10 stars if I could have). Unfortunately, at this point in time, I cannot say the same. The new person that has been assigned to me does not return emails in a timely fashion. And due to this reason, over the past year I've had to pay a higher monthly amount in auto insurance because of the math being divided over a shorter number of months (she dragged her feet getting things done). She gave me apology after apology when I would ask "What's going on??". She was always "so sorry about how long it's taken to get back to me.." But unfortunately, that helps me NONE. I reached out in December 2016 to ask that they let me know if the auto premium would go up so that we could get a start on switching me to different insurance if necessary (in an effort to give them more time to work). They said I needed to wait closer to the renewal date (Feb 20). I waited and reached out again on Feb 4. I got a response back on Feb 6 that said that they started a "reshop" and would let me know as soon as it was done. It's now Feb 25. Almost 3 weeks later... I've heard nothing. Which doesn't surprise me, but is still unacceptable. It's my understanding that Natalie (who use to handle my business SUPERBLY) is no longer there. Things seem to have gone to crap since. I may be in the market for another broker all together.
TL;DR: Makes requested policy changes promptly, but with little accuracy. Takes extended amounts of time to respond to general questions and inquiries. They accidentally canceled coverage on one of my cars, so I was driving around for several months with no insurance. Apparently this wasn’t deemed important enough for a manager to contact me. Always verify coverage directly!
Bad: I am struggling to get someone on phone. I need to call couples time until i get someone answer. Good: Once i get someone on a phone they are nice and helpfull. Bad: never return my phone calls and my voices!!! Good: payment was super fast and ease! Really Bad: I ask the same person to email to me my policies and give a little explanations, I never received email!!!!:((((( After I asked multiple time still no email! It was quick to take my payment, but after this i haven't heard from them again!!!
I write this because I am not 100% in line with the response to Shunte Moore. My experience is near identical. I became a RedRock Customer in early 2014, they were great. I gave them a call, provided them with my info, and they came back a day later with the best deals from their contracted carriers. I chose The Hartford. I then had no contact with RR until January of 2016, when i asked if they could "re-shop" my rates. My original agent was gone. Several weeks and additional inquiries later I was told that The Hartford was still the best option for me. Seemed like a long time to have to wait, but everyone gets busy from time to time, no big deal.
Last September, I purchased a new car and contacted RR to have it insured. I also changed coverage on my other cars. The new car was added, the new documents were received, and the automatic insurance payment kept coming out. In mid-November, I receive a notice from my Credit Union stating they had received an insurance cancellation letter on the new car. I contacted The Hartford directly and they confirmed the change had been initiated by RedRock. Apparently, RR had accidentally removed it from my plan completely, the day after it was added... I had been driving around for months without insurance coverage. (Coverage on other vehicles was incorrect as well) I had to backpay 3 months of premiums so that I wouldn't show a gap in coverage. (Robbery, since I would not have been covered had I been in an accident, but that was a Hartford policy that RR had no control over) I called RR and informed them of the situation. They basically respond “Sorry, people make mistakes.” Not being sure they fully comprehended the gravity of the situation, I pressed the issue. I informed them that, unfortunately, I had no ideas to offer so far as a solution to the problem, but considering I could have been financially ruined had I been in an accident with no coverage, a simple “We are sorry” would not suffice. Finally, I was informed that the manager had been notified, was deeply troubled by the situation, and would contact me. (Excellent, surely we will talk and he can apologize for the error and tell me about the failsafes they have implemented to make sure this never happens again) Alas, it has been 7 months and still no contact… I eventually dropped the issue because I don’t have the time (kind of the whole reason I went with RR in the first place.) They really did just make a mistake. We’ve all made them. Things happen.
Then, a few months ago, I get a letter from The Hartford stating they can not renew my homeowners policy because I am classified as a Fire Protection Class 10 (Too far from fire dept). I call RR and ask them to find me something new. No problem. “It’s Tuesday, give us 48 hrs and we will contact you”. I call back Friday, 72 hrs later. RR: “They are working on it. They have a few rates back and have a presentation scheduled with you for next Tuesday to go over the quotes.” I respond that there is no need for a presentation. They can email me the rates as they come in. They tell me they will send them over as they get them. In the mean time I have called pretty much every insurance company known to man and gotten quotes within about 3 1/2 minutes. So, the next Tuesday rolls around and, still nothing from RR. I gave them another week or so and never heard anything back. Now, granted I did have a few weeks before my policy ended, I didn't want to wait until the last minute to choose a new company nor did I want to give more money to a company that couldn't offer me coverage in the future. I settled on a new insurance company and called RR to cancel. They did get the cancellation documents to me quickly…
Red Rock Insurance Group is a US Insurance Agency based in Birmingham, Alabama. Red Rock Insurance Group is located at 201 Office Park Dr Suite 100, Birmingham, AL 35223, USA.
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