My experience has been similar to the customer from Denver. This initial sign-up process was easy. The price was much lower than my previous carrier. The people are generally pleasant. No billing issues.
Then my car was stolen on my birthday. I received one email and a packet in the postal mail. I mailed them notarized documents, my keys and title. My car was recovered about 10 days later. About 5 days after that it was towed to another lot by Esurance.
Of course I wanted to know about the process. What is going to happen. How long does it take. I also had questions about how to fill out the forms they sent me. They will not tell you unless you ask. I first tried to get answers via email since they indicate that is the preferred method of communication. I have yet to receive a response to any of my emails (about 3). Instead I would receive a single call from my claims agent a few days later. Sometimes I wasn't in and had to call again and wait(I gave up emailing). Twice I had to contact his manager for information. I had to find out on my own where my car was just to get some idea of the condition it was in. My last call was a little more hostile and got a quicker response (but not by email).
I am also troubled by the fact that nothing is documented since I have neither emails or letters indicating anything other than that I filed a claim.
I am sure they are understaffed and doing their best. I am now resigned to the fact that this might take as long as legally allowed (40 days in California).
To sum up - it's cheap; the people are friendly; the claims process requires the customer to take charge; the response times to inquiries aren't that great.
