Susan G.

This company is the worse company to do business with. Customer service is horrible. They contacted me 5 days after I brought my car to the auto body for repairs, on a Friday at 5:30 and told me they were sending a second professional adjuster to look at the car and not have them work on it. Really, after 5 days. Of course they started work on it. Didn’t come to the following Tuesday to look at it again. Made me sign an affidavit because they didn’t believe me that my car got hit while parked. Didn’t tell me until Monday 2, weeks after I brought it in to say they denied the claim. Plus, they’ll only pay 7 days of the rental. Now I’m stuck paying for the car because they started work and a rental. Obviously, the communication is awful throughout the company as well as with the clients. This is recent March20-April 7.

Cynthia V.

Extremely Disappointed with Their Service

I am beyond frustrated with the service I received from Norfolk & Dedham. I paid for full coverage and rental coverage, expecting peace of mind in case of an accident. However, when I needed them the most, they completely let me down.

From the start, their communication was inconsistent, and I was left chasing answers. Despite paying for rental coverage, they denied my claim and refused to reimburse me for my rental car. This is unacceptable and feels like a clear breach of what I was promised in my policy.

As a customer, I relied on their word and trusted that they would handle my claim fairly. Instead, I’ve been overwhelmed, stressed, and forced to cover expenses out of pocket that should have been taken care of. This experience has been nothing short of a nightmare.

I strongly urge others to think twice before choosing this company. If you value clear communication and reliable service, look elsewhere.

Erica C.

I was impressed with the customer service I experienced with N&D group. This was the first time I've ever had to file a claim for damage to my car and the process couldn't have been smoother. Sara Henricksen, the adjuster assigned to my claim was super easy to get in touch with and was patient answering all of my questions. Sandra Duff, a claims supervisor, was extremely helpful when I had an issue with the rental car invoice and got it squared away immediately.

GT C.

My daughter was in a car accident last Monday. It's been six days now. Surprisingly, we haven't received any calls from anyone. We are currently trying to reach out to the insurance company, but every time we call, they seem unwilling to speak with us. I'm not sure what kind of insurance company this is, but I feel compelled to warn others not to use their services. My daughter is only 17 years old, and I am considering seeking legal advice. I just want to urge everyone to be cautious. I have also filed a police report, so you can see what has been happening for the past six days. Every time we call the insurance company, they promise to get back to us within 24 hours, but they never do. My daughter is unable to attend school due to the lack of a car. If anyone is willing to offer assistance, it would be greatly appreciated. This situation is causing a lot of mental stress, and the insurance company's refusal to communicate is not helping.

Jacinto D. V.

We had the Norfolk and Dedham Group underwrite our property insurance for our newly acquired vacation home in Galloway, NJ last year based solely on the agent’s recommendation at the time of the closing. We were a bit of apprehensive as we were not familiar with the ND Group. But we needed insurance immediately but considered making a change eventually as soon as everything settled down with our property purchase.

So glad I didn’t switch. We had a major water damage late this summer. Within minutes of my call to the Group, we were assigned a claims officer who promptly and meticulously set things in motion. Everything and anything that had to be done to mitigate the damage and subsequently to assess the extent and repair and replacement cost of the damage within the shortest time possible. I have to add that the claims officer and everyone she assigned assigned to the project were professional, efficient, respectful and very considerate of a personal family situation we were having at that time. They took into account our concerns and availability. A reasonable settlement for the damage was finalized and payment was received with expediency.

So glad I didn’t switch. 5 stars out of 5!

Michael S.

Our 2023 car was totaled in an accident. A real, very helpful person reached out from Norfolk & Dedham. We go fast responses when I had a question; a reasonable process, good advice, and reasonable valuation for the car. We've been N&D auto and home insurance customers for almost all of the past 40 years, and their service has been consistently good; this time was no exception.

Bridget O.

I have always used this insurance since I started driving and always am pleased.

Recently I was in an accident and from start to finish they made me feel at ease. They first made sure I was okay and physically took care of everything for me right down to the rental car. Communication and responsiveness was better than ever.
For an unfortunate situation they really helped! Thanks guys!

1 A.

I finally received a call back after 30 days. The adjuster told me she saw that I had been calling for 30 days, and she said that was "unacceptable." She verbally abused me, insisting she was the only one allowed to talk at that moment, and told me to "shut up and listen" while she explained why it took so long to handle my claim.

Apparently, we're not allowed to call in and expect to speak with an adjuster. Instead, they only call us back when they feel like it. If we miss their call — which only happens once each time — we have to wait for the next round.