Westland Insurance

Absolutely deplorable customer service. The individual who was managing my file previously was excellent, but apparently she left the company. My file was reassigned to an individual named John who failed to reach out to me, return my calls, or provide his contact information.

Whenever you call the office, no one answers or returns voicemails.responds. I had an incident and was dealing with the insurance company but could not go through with the claim because the broker was nowhere to be found and could not tell me information about how the claim would impact my rates.

I had to call a different branch to ask them to call this branch and have someone reach out. The East Village branch then ignored them. I cannot stress enough, do not use this branch as your broker or at least request a different broker if they assign you someone named John.

Edit: After getting in touch with our broker, Donna, things got sorted as it related to why I was contacting them. While this location is working hard to address issues, there are systemic ones that the greater Westland organization is causing for them.

Original:
Have not had a great experience with this brokerage. They acquired Rigby Insurance a few years ago, and our broker moved with them. After getting into an accident and attempting to contact that broker, both through phone and Westland insurance email address, there was no reply, response, or any indication that none would come. It took digging into LinkedIn to find out our broker was no longer with Westland. Westland hadn't informed us that Gina was no longer there, or who we may want to talk to for any concerns or issues with our policy. Attempting to contact Westland is like throwing a message in a bottle into the ocean, without a cap. It's been a black hole attempting to reach anyone there, either by phone or web form. Their voice message says they are currently experiencing higher than normal call volumes.but if you're regularly experiencing these call volumes, the way math and averages works would indicate that you have a new "normal" for call volumes. Not once when I've called have I been able to speak with a person, so clearly it's not a problem with the volume of calls, but staffing the phones.
While this may just be a byproduct of having my business bought as part of the Rigby Insurance acquisition, it has left me not wanting to continue to deal with Westland going forward. Your mileage may vary if you deal with them to begin with though.

I needed to make a last minute change to my insurance and Jhana at Westland was so helpful. She responded quickly, worked efficiently, and got me a revised agreement the same day. I’m grateful for this group and will continue to go to Westland for all of my insurance needs! Highly recommend!

Jhana was very helpful. Answered all my questions & always got back to me in a timely matter! I truly appreciate the customer service she provided.

We have Dan Newark as our broker and he has always been efficient and accommodating when handling our requests and concerns. He is great customer service skills and is always willing to help.

Clayburn branch - Great customer service! Tessa answered all my questions and got back right to me right away and walked me thru different options! I will return to this location for sure

Marlene at this location was very helpful in finding some alternatives for my home insurance. She kept me informed throughout the process. In the end I was able to save some money and retain my deductibles

Sharron Parks went above and beyond for my husband and I and exceeded our expectations with amazing customer service, prompt response and helped walk me through every step of the way. She troubleshooted and did more than required to help with our file. Highly recommend her services. She was friendly, patient and helpful and it was a pleasure talking with her. Thank you Sharron!

Hats off to Jenelle! She is a consummate professional. Not only is she pleasant to deal with but highly knowledgeable. I highly recommend dealing with her if you can.

Sharron was able to assist me with an urgent request and she went out of her way to help with my matter. She was exceptionally polite, respectful and professional and her support allowed me to resolve the issue immediately. From what was to have take a few days to correct, Sharron completed in a matter hours! Thank you so much Sharron and Westland Insurance!

Lisa Doran from the Calgary office helped me and she was amazing! So efficient and super responsive. Got my auto insurance set up in no time!

Westland insurance is a fine company. I deal with an agent Sharron Parks, who is a great help all the time. Shes very professional, quick to get back to you and very friendly. The exact person you need to talk to when youre dealing with the stress associated with needing insurance. 10 of 10 would recommend.

Very responsive and answered all my questions professional, even my silly ones. Five stars for Lisa Doran!:)

Amazing service. Jordan was very responsive and got us set up quickly with great rates. Highly recommend!

I had to modify my auto insurance. My representative, Sharron Parks, was professional and very responsive to my request.

Thanks Sharron.

Really impressed with customer service. Wanted to mention Henry Yu specifically for really taking his time to answer all my questions and making sure I was educated and informed especially when making decisions regarding my policy.

I needed a new policy for my daughter and we were lucky enough to have Henry assist us. He is very knowledgeable, helpful and efficient! Insurance can be confusing so I appreciated his patience. Thanks Henry!

I had a few insurance needs come up at once. Due to my daughter’s recent positive experience, I decided to contact Westland Insurance. Henry Yu was my primary Insurance Advisor. I was impressed with his professionalism, efficiency, but most of all, his knowledge! At times, insurance can be complex and it was very important to me to not only have the right type of coverage, but also the correct dollar amount of coverage. Henry arranged all my insurance needs for a reasonable premium and in a reasonable timeframe. Thanks Henry for the peace of mind! I recommend Westland Insurance and I recommend Henry Yu!

We were looking for home insurance and right off the bat, Henry took time to go through all the ins and outs with me. I was confident he knew what he was talking about and found us the best coverage for our house. Thank you!

Daniel Newark attended to our insurance needs promptly. He conversed with me and sent an email to confirm that the insurance was processed. I would recommend his performance to others.

Quick shout-out! To Melanie Cooley with westland Insurance. For several years, I have dealt with Mel concerning my insurance needs. She's very responsive through email and highly professional with her customer service. She has gone above and beyond to ensure customer satisfaction, which includes offering cheaper rates to meet your needs. I highly recommend Mel as I have to my family members and friends. Thumbs up Mel.

All I can say is Great Job! Was very impressed with Melanie Cooley. Super fast, super friendly, super efficient. Surprised at how quick and easy it was and would totally recommend any and everyone to their business!

I'm going to save $3700.00 a year by dropping this company. They say they're going to find you the best rate and this and that. My rates went up last year for no apparent reason and nobody cared to explain, so I've edited this review to be more accurate. Shop around people, it isnt hard to find better rates.

I must say that after trying quite a few times to talk to someone about the recent attempted theft of my truck and to explain our policy and find out if I had taken the right steps in filing my claim. Daniel Newark answered all of my questions and queries about the process and assured me that I had followed the proper steps. He was polite and professional and did an excellent job explaining the process.

Henry Vu is a great agent. He saved me a ton of money by asking me all the crucial questions. I ended up getting my insurance for a 25% of what I was paying the year before. Great agent I'd recommend him to anyone.

Insurance industry still baffles me to this day. It’s extremely complicated and confusing to say the least. That is no longer the case since I found my new broker, Oscar as of last year. He is courteous, professional and most importantly, explains everything in layman’s term so that you know exactly what you’re getting into. He is efficient, responsive and friendly as well. What more could you ask for? If you’re not happy your current broker or in the midst of switching to a different company, give Oscar a shot. You won’t be disappointed. Okay, that sounded like a paid informercial but it’s not. I really am very happy I finally have a broker who looks out for my best interest.

Have always had good, efficient, and fast responses from these guys. Appreciate what they do for me and my family. Thanks guys.

Recently I needed to chase down a cheque I had sent as payment but which had not yet been processed through my bank. Sharon Parks, the agent got this sorted out within minutes and committed to contacting me when the cheque had been processed, which, she expected would be in the next week or so. Quick, helpful, courteous response. Thanks.

My agent, Janelle Carto was very efficient and assisted in procuring a better glass policy as well as maintaining a professional manner. The transition with the policies was smooth making everything so much easier than anticipated.

My personal experience with Westland Insurance Group has been fantastic. In particular with the help of Ms. Sharron Parks who was very patient with me, answered all my questions and made recommendations that genuinely felt like were intended to have my best interest in mind. Thank you very much again.

Edison was quite helpful in transferring my policy. He was quick to answer all my questions and the transaction was complete in no time.

I worked with Edison Wong and he was absolutely amazing. I thought I wasn't going to be able to get insurance and was going to have to take my vehicle back to the dealer but he did it. I'm sure he doesn't realize what he has done for me during an extremely tough time in our familys life but he made my Christmas. He was fast and clear.

Spoke to an agent named Liza to get quote, she was impatient, very unprofessional and rude! What a waste of time!

Jennifer T went above and beyond to provide my husband and I insurance for our unique needs. Because of my husband's job, we needed commercial insurance and chose to seek out the services of a broker. During the process, the pricing had changed due to an omission on the insurer's part. Although the news was not good for us (quote was higher than initially thought), Jennifer made the call to us and delivered the news in a positive and very caring manner. Now that our need for commercial insurance has ended and we no longer need Jennifer's services, I will more than happily refer her to any friends that are looking for commercial vehicle insurance. Thank you Jennifer for making this unfortunate situation much more pleasant for us.

Communication with existing customers about additional requests is extremely poor. I've had a quick response from Westland insurance in the past, however, this time I am not being able to get information I need and I've got a feeling that our broker, Gurinder Rai is just ignoring my request. My daughter is out of province student and we need a broker to fill out and submit Financial Responsibility Certificate (MV23) to ICBC; we have a deadline of 30 days to apply for Vancouver parking. I've sent this information to Gurinder on Aug 18th in email but had no response from him at all. I left him a voicemail yesterday and still have no response even though his message says he'd respond in three business hours. I tried to call the main line this morning but lady who picked the phone wasn't willing to cooperate or help.

Very nice, and very fast! Definately recommend these guys, Mr. Wong was the one who helped me and I had no problems at all!

Lisa Doran was very helpful in setting up my new insurance policy. She quickly answered my phone calls and emails and helped me with all of the questions I had. She was clear and concise when describing my policy and how each aspect of it would affect my coverage. I highly reccomend her to anyone looking for an insurance broker.

Fantastic service! I originally reached out to Westland Insurance last year looking for an auto policy quote but didn’t require the insurance until now. When I tried reaching the associate that helped me last year I was notified he is no longer with the company but that my file would be assigned to a new associate right away. And this is EXACTLY what was done! Within 5 minutes of my contact request I received an email from Edison W.and he took the “quote ball” and ran with it! Bing bam boom - after a short questionnaire being completed and a couple details ironed out I now have a new auto policy! I was going to shop around/look for cheaper quotes BUT customer service is worth everything to me, so I knew that I didn’t need to look any further. Edison made the process of obtaining auto (and tenant insurance!) incredibly easy/stress free! I definitely recommend Westland Insurance as a place to take care of all your insurance needs!

Westland insurance has such horrendous customer service I highly doubt any positive reviewers here have ever had to make a difficult or time sensitive request. I was charged 2 extra months for my insurance after I had been told it was cancelled, which I had been discussing and ensuring would be done properly almost 3 months in advance. Each time I was assured the policy was cancelled and each time I was charged, and the account associated overdrawn. When you confront them with an issue they sidestep the problem instead of taking responsibility or even apologizing. Their associates must be repeatedly compelled and hounded to do their jobs properly or they won't get back to you and are happy to keep withdrawing money from your account. I had to do so much following up and chasing around I'm surprised I wasn't offered a job. After requesting to speak to a manager I was told to leave a voicemail and he would call me back the next day. Two days later and no call. When he finally did call he said he'd follow up with me the next day to ensure everything was done properly. Two days later and I had to call him. To this day no one at Westland has apologized or taken responsibility for this error. I'm so glad to never have to deal with them again. Westland, no use thanking me for "taking the time to write a review" since you clearly think my time is yours to waste.

On July 6th, I called in looking for a quote with a rather particular situation, after many other calls to different brokers, I finally found Alex jack. Alex went above and beyond to cater to my situation, kept in touch with me through the process in a timely manner, and thoroughly explained all of my options to me. He is a customer service guru to say the least. If cloning becomes a thing anytime soon, Alex jack should be at the top of that list.

Edison Wong was very pleasant to work with. I am relocating to Canada from the US and he was able to explain the required documents to get the best possible rates for auto insurance. Everything was easily accomplished electronically, making it very convenient for me. Thank you for your great service!

Great rates. Fast, efficient and very easy to work with!

Highly recommend!
They made the transition switching from Ontario to Alberta insurance so easy!

Edison was extremely helpful and very friendly. As it was my first time getting my own auto insurance he made the whole process as easy as pie!

Called Lisa at about 4: 40. With 20 minutes before she was don't for the day she got me my pink slip for my car. Super friendly and was a great help!

We needed insurance for our new home, and I called around to several brokers to get some quotes. They were all quite high. Lisa Doran at Westland got us a great rate, and she was super fast and highly efficient. She was also very friendly and just great to work with, and responded to all of my questions immediately. I was super happy with the service we received, and will definitely use Westland Insurance again. Thanks Lisa!

Update - Westland reached out and rectified the overcharge and even offered to cover the accumulated interest that had occurred due to the overcharge which was extremely gracious but unnecessary. I appreciate the steps they took to solve my problems and ensure I was looked after.

Original Review:
Westland was extremely friendly and pleasant to deal with off the start, coupled with the best rates they were a no brainer to do business with.

Unfortunately once they got our money the experience completely deteriorated. We noticed we were mistakenly billed twice for our policies (thousands of dollars) and notified Westland immediately to request a refund. It has now been over 2 weeks and we continue to get the run around and have yet to see any sort of refund whatsoever. I have reached out numerous times for an update and have yet to get a straight answer.

Would have recommended them off the start, now I am less than likely.

We called on a Saturday morning to westland insurance and Jenelle Carto was very helpful in giving us a variety of quotes and the advantages of different ones. Jenelle was very helpful and got us insurance quickly on the car we just purchased. Thanks for quick and helpful service!