Arbella Insurance

I am disgusted with Arbella. I just received a letter stating they would not renew my auto insurance, even though I have not filed any claims for years! Their basis was a few very old claims from years ago, of which two were small claims, and I was not at fault. Get your auto insurance elsewhere!

Mark Landell is the most heartless person with whom I have spoken on the phone regarding my homeowners insurance claim. They will do anything not to pay you. Very unprofessional. Instead of being compassionate, he was yelling at me on the phone to make me nervous just to make me get confused about my dates. I've just had two heart attacks, and I couldn't continue to talk to him because he was going to cause me another one. Stay away from Arbella!

Can't seem to get a call back in a timely manner from Ms. Delores Hale.
Almost 4 hours ago I was told that she'd call me "right back". Hmm.
This was AFTER leaving a vm for her.
Arbella's customer rammed my car while I was stopped at a red light, thereby disrupting my life. They continue to do so by failing to deal with me promptly. Folks, run for the hills! There is a reason for all these negative reviews.

I have only ever used Arbella Insurance for home and auto. For over 20 years, I never made a claim, just kept paying and paying. One time I'm late by one week in paying, and they refuse to reinstate my policy.
What kind of robot is so cold to just push a loyal customer aside like that?
If you go with Arbella, you contribute to corporate greed and a monopoly group. This sickens me because to them, you're just a number. It's sad to see a nice company turn malicious and robotic. I have plenty of money and would have paid any late fee to make it right, but they refused to even speak with me or work with me. This was my first and only insurance company. When I bought my home, I went right to Arbella. I was born in Quincy, where they have their office. What a disgrace.

Stay Away from Arbella Auto Insurance – Worst Experience Ever

Whatever you do, please stay far away from Arbella Auto Insurance. They are, hands down, the worst insurance company I've ever dealt with. Here's my experience:

Someone hit my vehicle while it was parked. I called Arbella to file a claim, and they immediately denied it. They then told me to resubmit the claim, which I did. After resubmitting, they suddenly demanded $1,634 from me, even though I had full coverage (including collision) and had paid my policy in full for the last three years. There was absolutely no reason for me to owe anything additional.

Despite my confusion, I paid the amount. Then Arbella claimed that my car had been involved in multiple accidents, which is completely false. I have photo proof showing my vehicle had no prior damage just a month and a half before the incident. I even went to two independent auto body shops with separate appraisers, both of whom confirmed the damage occurred at one time — not multiple incidents.

Instead of simply paying the $2,800 needed for the repairs, Arbella went out of their way to hire an accident reconstructionist — a tactic that both shops warned me about. Once a reconstructionist is hired, it's almost automatic that they deny the claim. The reconstructionist never even physically inspected my vehicle. Their sole purpose is to protect Arbella's financial interests, not the insured customers.

Arbella does everything possible to avoid paying out claims, no matter how legitimate or small they are. I had been a loyal customer with Arbella for over seven years, paying my premiums without issue. But after this accident — which again, was completely out of my control — they sent me a cancellation notice just a month later, labeling me a "liability."

If you plan on staying with Arbella, be warned: the second you have any type of incident, even something as simple as a parked car being hit during a snowstorm, they will find any excuse not to pay and to drop you.

One of the worst insurance providers out there. Save yourself the frustration, money, and betrayal — look elsewhere.

My car was hit by a man they insure. He hit my parked car. It's on Ring video and everything. They tell me they have to look into it. The man hit my parked car! Now it's been almost 3 weeks, and I've heard absolutely no update. Like, what is going on?

Just had to say thank you, Arbella-Rachel, for my car and getting me the refund. Thank you so much and so quickly. You were worth the wait for the call back. Thank you, Rachel, you were a huge help to me. I can't say thank you enough and for taking the time. Ask for Raquel, and thank you to the other agents I spoke to—peace of mind. Be safe.

Worst insurance company if you need to use a workers' comp claim! I was injured on a job site. They refuse to pay for my surgery and told me to find a cheaper surgeon and that they will recommend someone they use. For example, if a surgery costs $20,000, they will only pay 20% at $4,000, so my doctor refuses to do the surgery at that low cost. Would you use their recommended Dr. Jekyll and Mr. Hyde?

My experience with Arbella Insurance has been profoundly disappointing. From their failure to update my address and notify me of policy changes to the lack of transparency in billing and poor customer service, Arbella has demonstrated a disregard for their customers. This has caused significant financial and emotional distress. I strongly urge anyone considering Arbella to reconsider and seek out an insurer that values communication, transparency, and professionalism.

1. Insurance Cancellation Without Proper Notification
On September 21, 2024, my insurance policy with Arbella was abruptly canceled without any proper notification. When I logged into my Arbella account, I discovered the cancellation but had not received prior notice via email, messages, or physical mail. Upon contacting my agent, Polly, I was informed the cancellation was due to a speeding ticket and an expired vehicle inspection. Unfortunately, the notification was sent to an outdated address, even though I had updated my address with Arbella via email on November 30, 2022. This critical update was never reflected in their system, leaving me unaware of the impending cancellation.

2. Significant Financial Impact Due to Lapse in Coverage
The lack of timely notice resulted in a coverage lapse, which had severe financial consequences. When I sought alternative insurance, the quotes I received ranged from $450 to $788 per month—more than double my previous rate of $215 per month with Arbella. Additionally, the down payments required were unreasonably high, between $666 and $788. This unnecessary financial strain could have been avoided if Arbella had communicated effectively, allowing me to secure more affordable coverage.

3. Inadequate Communication and Address Update Failures
Arbella's failure to update my mailing address, despite receiving this information nearly two years prior, is unacceptable. Sending critical correspondence to an outdated address showed a lack of due diligence and disregard for ensuring accurate communication. This negligence was the root cause of the entire situation and highlights a significant gap in their customer service processes.

4. Billing and Reinstatement Issues
After filing a complaint with the Massachusetts Division of Insurance, Arbella reinstated my policy for the period between September 21, 2024, and October 29, 2024. However, I was never provided clear details about the associated costs. When I received a bill on November 7, 2024, it totaled $8,668 for six months of coverage—an exorbitant amount given that the reinstatement was for less than two months. A subsequent bill increased this amount to $9,234, citing a "Premium reversed for mid-term cancellation" and including additional fees for cancellation and reinstatement.

Despite being told by Arbella and my agent to cancel the policy before November 1, 2024, I was still charged an early cancellation fee. After contesting this, I received a final bill on November 20, 2025, for $889—a figure that remains unjustified and incorrect given the circumstances.

5. Unacceptable Customer Service
Throughout this ordeal, Arbella’s customer service has been unresponsive and unhelpful. My requests for documentation were often ignored or met with incorrect information. Phone calls and emails frequently went unanswered, and I was given conflicting or false statements regarding my policy, billing, and coverage status.

Probably the worst experience I've ever had with any insurance company. My adjuster, Erica, is likely one of the poorest adjusters I've ever dealt with. Incredibly unprofessional, they claimed that the damage to my car, which was caused by someone else who drove into me, was not caused by the accident, and now they're not covering it. I had a rental that was overdue by a week and a half. The shop submitted a supplement, and I didn't hear back. Then, I received a call out of the blue from the adjuster telling me I had to return my rental car because it had been too long, even though no one reached out to inform me. They claimed they tried to call. My attorney's assistant never sent me an email, nor did they email my attorney. Now I'm stuck without a car and I have to work.

Buyers be aware, do not use this insurance company. Even when it's not your fault, they still don't want to provide good customer service.

I would have preffered to give these c***suckers no effin stars for these pieces of crap. They rejected my home insurance and have yet to return my payment. They said I have a wood stove when I acually have a pellet stove. I would have liked some negotiation on things like removing mildew on some vinyl siding and overhanging trees. The worst was that i had trash in my yard. How dare they! There were some pots laying around because I garden. They make it sound like acual garbage.. They also increased car coverage and took that out of my bank when I had already switched to another company. Next step: the Better Business Bureau.

I gave a score of two only for customer service; at times they are helpful and nice. Besides that, the company is awful. I cancelled my home and auto insurance a month before renewal. They sent me a bill for the remaining portion of the insurance even though I had paid in full for the year. If anything, they should owe me money for the month when I'm no longer covered by them. Not only do they keep the money for that month, but they also want more money. If you are 50 or older, check out AARP auto and home insurance. I was surprised by how much I saved with the exact same coverage. I saved over $1000 on both policies combined, which is what I am paying for one policy from Arbella. They are just terrible.

I wish I could give no stars. One of their clients hit me and totaled my car. Christine in the total claims department said she refused to work on my case anymore after I called for a rental. She was rude from the minute she answered the phone.

My car was involved in an accident, and the appraiser decided that it was a total loss. Matt Lima, the appraiser, called to say they would not cover anything on the vehicle and wanted us to return the rental, even though we haven't bought a new car yet. The rental was only paid for 7 days, even though we have rental coverage for 30 days.

Matt Lima was the most unprofessional person I have ever talked to. He yelled at my mother and hung up on me after we asked why they were not going to pay for the car. All he said was, 'We will not pay for the car. Return the rental today,' and then he hung up on me, treating me disrespectfully, as though I was not paying for the service. I called him many times to discuss the situation and understand why he was coming to that conclusion, but he would answer the call and immediately hang up, not even letting it go to voicemail.

I will be contacting my lawyers to assert my rights, but I just want to let everybody know that this company will not help you or provide support. Matt Lima, I hope you are reprimanded and learn to have some manners and how to speak with respect.

Worst car insurance you could possibly have! Their customer service is awful, and the representatives are just rude and unhelpful. With a policy fully paid, they refuse to even cover any damages, even if you have full coverage. When filing a claim, they take weeks to investigate and give you zero updates on the process, just extremely poor service. This makes you feel like they don’t care about providing you with good service. My car was in a snow accident, and they didn’t bother to take into account that the accident was weather-related. They still said they needed to investigate more, 12 days after filing the claim! What were they looking for, the cure for cancer? I would not recommend this auto insurance to anyone, even if their monthly plan was $1. You’re basically donating money to their company because when it comes down to needing coverage, they are of no use at all!