Understanding U-Haul Repwest Insurance Complaints

Renting a moving truck, storage unit, or other equipment from U-Haul often involves obtaining protection plans and insurance from Repwest Insurance Company. As U-Haul’s dedicated insurer, Repwest handles claims and complaints for U-Haul rentals.

But how reliable is Repwest when it comes to paying claims and satisfying U-Haul customers? Below we’ll examine Repwest’s complaint record, common issues reported, and how to file a complaint if needed.

Overview of Repwest Insurance and U-Haul

• Repwest Insurance Company serves as the direct insurer for U-Haul’s rental equipment and protection plans.

• U-Haul customers can purchase various insurance options from Repwest to cover potential damage, accidents, injuries, and more.

• As U-Haul’s insurer, Repwest handles insurance claims, payments, and complaints directly from U-Haul customers.

• Repwest Insurance operates as a subsidiary of U-Haul’s parent company, Amerco.

Repwest Complaint Statistics

According to the Better Business Bureau, Repwest Insurance Company currently holds a 1 out of 5 star customer review rating. The BBB lists 347 total complaints against Repwest in the last 3 years, with 128 complaints closed in the past year.

The most common issues reported in Repwest complaints are:

• Problems with product/service (59%)

• Advertising and sales issues (9%)

• Guarantee and warranty issues (8%)

• Billing and collection disputes (7%)

• Delivery issues (4%)

While Repwest responds to most BBB complaints, in many cases the customer remains dissatisfied with the resolution even after Repwest’s response.

Analysis of Common Repwest Insurance Complaints

Digging deeper into the types of complaints against Repwest reveals insights about the most prevalent issues U-Haul customers encounter:

Problems With Claims Payment

Many complaints allege delayed, unfair, or denied insurance claim payments by Repwest. Customers describe long delays to receive claim payments, estimates far below actual repair costs, and denied claims due to various exclusion technicalities.

Poor Customer Service

Multiple complaints cite inability to reach Repwest claim adjusters by phone or email, unreturned calls/messages, and lack of communication during the claims process. Complaints emphasize repeatedly needing to call Repwest for claim status updates due to no proactive outreach.

Misleading Sales and Coverage

Some complaints allege bait-and-switch tactics, deceptive sales practices, and misrepresentation of insurance coverage by U-Haul and Repwest staff. Customers claim promised coverage was denied after-the-fact and protection plans did not cover damages as advertised at time of purchase.

Uneven Claim Investigations

Complaints contend claim investigations unfairly favor U-Haul rather than providing objective assessments. Customers describe U-Haul employees clearly admitting fault, only to have Repwest later deny claims citing U-Haul is not liable.

Steps for Filing a Complaint Against Repwest

If you need to file a complaint against Repwest Insurance as a U-Haul customer, follow these steps:

• Gather documentation – Have all paperwork, photos, communications, and other evidence related to your dispute ready. The more details you can provide, the better.

• Contact Repwest – Call Repwest and formally submit your complaint. Get any claim or reference numbers associated with your case. Escalate to a supervisor if needed.

• File with the BBB – Submit your complaint via the BBB’s website bbb.org. The BBB can help mediate unresolved disputes.

• Submit regulatory complaints – Depending on the state, complaints against insurers can be filed with the State Attorney General’s office and/or State Department of Insurance.

• Consult an attorney – For serious disputes involving large losses or harm, consulting an insurance attorney may help apply pressure for a resolution.

Best Practices for Avoiding Issues with Repwest

While problems certainly can occur when filing U-Haul insurance claims with Repwest, you can take proactive steps to avoid headaches:

• Carefully read all insurance coverage documents, limitations, and exclusions before purchasing. Do not rely solely on verbal explanations from U-Haul employees.

• Take time-stamped photos/video of rental equipment at pickup to document any prior damage. Review equipment at pickup and return.

• Pay with credit cards when possible – cards provide additional protections and support for disputing billing issues.

• Save all rental agreements, protection plan information, and claim documentation. Also keep emails, notes from calls, receipts, and any incident photos.

• Escalate immediately if your claim handler becomes unresponsive or you feel unfairly treated. Politely insist on speaking with supervisors.

Is Repwest Reliable for U-Haul Insurance Claims?

While Repwest Insurance certainly pays many claims as expected for U-Haul customers, their below-average BBB rating and plethora of customer disputes regarding claims handling, customer service, and coverage issues warrant some caution. Being an informed consumer, taking preventative steps, documenting exchanges, and persistently following up can help minimize problems. For valuable protection on a rental, Repwest insurance can provide peace of mind, but understand potential pitfalls if repairs or compensation become necessary.