The General Insurance Review: Customer Insights and Reputation Analysis

• Overall Rating: 6.2/10
• Detailed Analysis of Customer Reviews
• Positive Reviews
• Negative Reviews
• Comparison of Review Sources
• How This Report Helps Customers
• Recommendations for The General Insurance
• Best Alternative Companies

The General Insurance, founded in 1963 and headquartered in Nashville, Tennessee, is an insurance agency specializing in auto insurance for high-risk drivers, including those requiring SR-22 filings. Owned by Sentry Insurance (following its acquisition from American Family Insurance in January 2025), The General operates in 47 states and Washington, D.C., offering coverage through its subsidiaries, such as Permanent General Assurance Corporation. The company is known for its accessibility to drivers with poor credit, DUIs, or multiple violations, providing options like roadside assistance, rental reimbursement, and custom equipment coverage. However, it does not offer bundling for home or other insurance types, limiting its scope to auto policies.

Company Website: www.thegeneral.com

Overall Rating: 6.2/10

Based on aggregated data from multiple review platforms, including WalletHub, Trustpilot, BBB, ConsumerAffairs, and NerdWallet, The General earns a moderate rating of 6.2 out of 10. This score reflects its strengths in affordability for high-risk drivers but is tempered by significant customer service and claims handling concerns.

Detailed Analysis of Customer Reviews

Positive Reviews

• Affordability for High-Risk Drivers: Customers frequently commend The General for offering competitive rates to drivers with poor credit, DUIs, or accident histories. WalletHub notes that The General ranks in the second most expensive quartile but is cost-effective for its high-risk demographic.

• Ease of Obtaining Quotes: The user-friendly website and mobile app allow customers to get quotes quickly, often in under two minutes. Reviewers on ConsumerAffairs praise the straightforward online purchase process and low initial payments.

• Flexible Payment Options: The General offers split payments, credit card, and electronic check options, which customers find convenient. Some reviews highlight the ability to avoid surprise fees when payments are managed electronically.

• Coverage for SR-22 Needs: Drivers requiring SR-22 filings appreciate The General’s willingness to provide this service in most states, a feature not universally offered by competitors.

• Discounts: While limited, discounts like good student, defensive driving, and military (Louisiana only) are valued by eligible customers. The “Double Deductible” discount, which lowers premiums for the first 45 days, is unique but less impactful long-term.

Negative Reviews

• Poor Customer Service: A recurring theme across Trustpilot, BBB, and ConsumerAffairs is subpar customer service, with complaints about unresponsive agents, rude interactions, and difficulty reaching live support. One Trustpilot reviewer described being “deceived” after a claim denial following a spouse’s death, highlighting a lack of empathy.

• High Complaint Index: The NAIC’s complaint index (5.59–8.14) indicates significantly more complaints than expected for The General’s size, primarily related to claims delays, denials, and billing issues. NerdWallet notes that The General has “far more complaints than other auto insurance companies of similar size.”

• Slow or Denied Claims: Customers report frustration with claims handling, including delays, lack of communication, and unexpected denials. A ConsumerAffairs reviewer cited a $244 payment for six days of coverage due to a “short rate cancellation fee,” calling the process “horrible.”

• Cancellation Fees and Policies: Several reviews mention high cancellation fees (up to 10% of unearned premiums) and confusion over policy terms, such as coverage not transferring across state lines. A Trustpilot user claimed The General’s policy only covered the state of purchase, calling it a “scam.”

• Limited Coverage Options: The General’s focus on auto insurance excludes bundling opportunities, and add-ons like gap insurance or rental reimbursement require comprehensive/collision coverage, limiting flexibility.

Comparison of Review Sources

Analysis: WalletHub and Bankrate provide balanced perspectives, emphasizing affordability but acknowledging complaint issues. Trustpilot and ConsumerAffairs reflect raw customer sentiment, with more negative reviews highlighting service failures. BBB’s A+ rating contrasts with its low customer score, suggesting The General responds to complaints but doesn’t always resolve them satisfactorily. NerdWallet and ValuePenguin are critical, focusing on systemic issues like claims handling and high costs for non-high-risk drivers.

How This Report Helps Customers

This comprehensive analysis equips you, the customer, with a clear picture of The General’s strengths and weaknesses, helping you decide if it aligns with your insurance needs. If you’re a high-risk driver needing an SR-22 or struggling to find coverage due to a spotty driving record, The General’s affordability and accessibility make it a viable option. However, be cautious of potential pitfalls like high cancellation fees, slow claims processing, and limited coverage options.

Customer Recommendations:

• Shop Around: Obtain quotes from multiple insurers, including The General, to compare rates. Use platforms like Compare.com or Confused.com to streamline the process.

• Read Policy Terms Carefully: Ensure you understand cancellation policies, state-specific coverage limits, and add-on requirements to avoid surprises.

• Prioritize Claims Support: If reliable claims handling is critical, consider companies with lower NAIC complaint indexes or higher J.D. Power claims satisfaction scores.

• Leverage Discounts: Ask about available discounts (e.g., good student, multi-car) to maximize savings, but confirm eligibility in your state.

• Test Customer Service: Contact The General’s support (1-844-328-0306) before purchasing to gauge responsiveness and clarity.

Recommendations for The General Insurance

To improve its reputation and customer satisfaction, The General should focus on addressing its high complaint volume and service shortcomings. Specific recommendations include:

• Enhance Customer Service Training: Invest in training to improve agent responsiveness, empathy, and communication, particularly for claims and billing inquiries.

• Streamline Claims Process: Reduce delays and denials by improving transparency and communication during claims handling. Publish clear claims response timelines on the website.

• Reduce Cancellation Fees: Reassess high cancellation fees (e.g., 10% of unearned premiums) to align with industry standards and enhance customer trust.

• Expand Coverage Options: Consider offering home or renters insurance to enable bundling, increasing competitiveness against larger insurers.

• Improve Website Transparency: Update the website to provide detailed information on discounts, coverage limits, and state-specific policies to reduce confusion.

• Address Complaint Index: Proactively resolve NAIC-reported complaints to lower the index, signaling improved service reliability.

• Avoid Misleading Practices: Ensure policy terms, like state-specific coverage, are clearly communicated upfront to prevent perceptions of deceit.

Best Alternative Companies

For customers seeking alternatives to The General, consider these insurers known for better customer service, lower complaint indexes, or broader coverage options:

• State Farm: The largest U.S. auto insurer, rated 3.8/5 by WalletHub, offers competitive pricing, generous discounts, and a strong claims process (J.D. Power score: 891/1000). Ideal for drivers with clean records or bundling needs.

• Geico: Known for low rates and excellent digital tools, Geico is a top choice for standard and high-risk drivers. It has a lower NAIC complaint index and strong J.D. Power scores.

• Progressive: Offers robust coverage for high-risk drivers, including SR-22 filings, with a better claims satisfaction rating than The General. Its usage-based Snapshot program can lower rates for safe drivers.

• Allstate (National General): National General, owned by Allstate, provides high-risk coverage with more discounts than The General. Despite a high NAIC complaint index (6.86), it offers unique perks like SmartValet.