Shepard Insurance Agency

I have been with this Agency (Mercury) for a long time. I took a few year break and came back. What an absolute mistake. The overall customer service experience has been horrible. Initialy, I tried to write it off as nothing, but over time you realize you can do better elsehwere. You can't get anyone on the phone. It takes forever to return an email. If you do get someone on the phone, you feel entirely like you're bothering them or wasting their time. I've never had a more combative or condesceding tone in speaking with anyone that I have at this agency recently. Shop for insurance elsehwhere
Jan 13th, 2024

Called my agent of record, Scott Shepard, two times to inquire about a discrepancy on my policy. He never returned my calls. I then received a call from Brice. I do not know if he is an office assistant, or a fellow agent. Nevertheless, Brice proceeded to request some additional document in order for the insurance company to consider my discount. Having absolutely no confidence in what Brice was telling me, I decided to call the insurance company Home Office directly. The billing department listened to my grievance. She proceeded to put me on a short hold. She called the underwriter. The underwriter said that I need not have to send any documents and they will honor my discount. The underwriter said they will step in and notify the agent. I then got an email from Brice, acknowledging receipt of the underwriters approval and said hell make the change. This event left a sour taste in my mouth. First of all, my agent of record, who is suppose to service my account, NEVER returned my 2 phone calls. That is a huge red flag. What am I paying him for? Consequently, I decided to cancel my Homeowners policy, my two cars policy, and my EQ policy. I remain with the insurance company because this event was solely caused by my agent. The insurance company was appalled that this happen. Due to my agents indifference, I took my business to another agency, who was more than happy to receive my business and service my accounts. If I have to get involved, to handle my insurance business, then why have an agent. I am now happy!
Nov 15th, 2019

Fantastic service and helpful staff!
Oct 21st, 2017

Great customer service. Responsible agents. Brice is amazing.
Sep 29th, 2017