Salem Five Insurance Services, LLC

445 Main Street, Woburn, MA 01801

"As part of getting the best rate with Salem Five Bank, I needed to purchase my home insurance through Salem Five Insurance. This was back in 2019. I've had so many issues with them: 1) My assigned agent was constantly changing, I've had at least 3-4 different representatives. 2) Very poor communication. Especially the first 2 agents, who would never call back. 3) Many mistakes made on coverage and details of the house that had to be corrected (and were still wrong) 4) This past year, I was not notified by either the insurance company or Salem Five Insurance that inspection revealed a number of things that needed to be addressed. 8 months later I get a letter from the insurance company that they would not renew as a result. I called my agent (who had changed again since the inspection), who agreed there were no notes on the account about having contacted me and they would talk to the insurance company. Now, she claims the previous representative did call me on the phone about the inspection results, which is a complete falsehood on their end. In any case, hopefully this is a blessing in disguise. Bye bye, Salem 5 Insurance."

"They may have the worst customer service I've ever experienced, which from other reviews seems to be the norm. My wife and I tried to get an insurance policy cancelled for a vehicle we sold. The agent we talked to told us they would have it cancelled and we would be all set, but they never did anything. It ended up on our policy for another 3 months, but we didn't notice it until our next bill came back much higher than it should have been. It took us over 3 weeks of reaching out multiple times per week with no responses to finally get it removed. We even tried getting refunded by them as it was their fault, but to this point they won't. If you can avoid using them, that would be my recommendation. Update: We were finally put in touch with a manager, Shannon, who was very helpful. She worked quickly with the insurance provider to get our sold car removed from our policy as well as getting us refunded for the 3+ months. She definitely made up for the very poor experience we had to start."

"These guys have the worst customer service. I actually have been with them for years and I’m not sure what’s changed but I needed to do some car insurance changes and I sent two voicemails two emails and didn’t hear back for seven days from somebody different who said I’ve been assigned to your case I was able to handle everything in my own no thanks to Salem five insurance. Their customer service is the worst."

"I took my Arbella auto insurance through Salem Five and let me tell you, this is the worst insurance you can ever get. I tried to cancel the insurance as I got another one but Salem Five and Arbella refused to do it and asked for Form 2A ( which in turn is not mandatory to cancel the insurance - Proof of new insurance is sufficient). In fact , Joshua ( Salem five representative) was so ridiculous that he told me to ask my new insurance company to send a cancellation form to the old insurance. The other representative who works in salem five insurance just hung up the phone when I told her that I have the new insurance ID and I would like to cancel this insurance. If there is any attorney, can you please respond as this needs to end and you can help me do it."

"I had insurance through Otis Brown Agency which was bought out by Salem Five for over 20 years. Once they were taken over by Salem Five and the senior partners/previous owners left the service level simply went to zero. While I may not have been their biggest customer, between my business, workmen's comp and personal home and auto insurance I spent over $8k with a firm that in the past 2 years added zero value and, to the contrary, caused me nothing but grief and money. Examples on the business side included incorrect workmen's comp insurance that I had to get involved with the underwriter directly to correct. A direct quote from the underwriter was "why isn't your insurance agent correcting this?" Most recently, I received incorrect formal communication from the agency that contradicted the information I was receiving from Safety insurance the underlying policy issuer. When I contacted them to correct the record I received no responses to my emails, when I engaged the Insurance company directly and they engaged with the agency, they still refused to correct their records. This is why I have canceled my personal insurance with them and will cancel my business insurance with them in the new year. Highly recommend to stay away from this agency, at a minimum, their Lexington branch."