Reliance Partners レビュー 12

WARNING TO SMALL CARRIERS

Based on my experience, I strongly advise small carriers to stay away from this company. I have dealt with repeated misinformation, extremely high charges, and very poor service. Despite giving them a second chance after a bad first experience, I was misled again and am now dealing with significant issues that have cost my company thousands in lost revenue.

I will be filing a formal complaint with the insurance department regarding their practices.

In my opinion, this has been one of the most unprofessional and problematic insurance companies I’ve ever encountered. Proceed with extreme caution. This unprofessional company should be investigated and shut down.

These people will call you over and over and over and over despite asking them to remove you from their call list despite telling them you’re not interested in anything they have to offer…..they should be arrested for harassment. 2-4 different people will call you soliciting their services despite you not asking them to call you, text you nor email you…. WOULD ADVISE TO STAY FAR AWAY FROM Reliance Partners they are the true definition of stalkers

Our experience with Reliance Partners over the past three years has deteriorated to a level that we feel obligated to warn other carriers. What began as acceptable service has now become a pattern of negligence, contradictory guidance, and costly mistakes that no professional trucking company should ever encounter.

Years 1–2: Declining But Manageable Service

During our first year, Reliance handled routine tasks—claims, policy updates, driver additions—well enough. The second year showed a noticeable drop in service quality, but staying seemed easier than switching brokers mid-term. That decision turned out to be costly.

Year 3: Complete Operational Failure

This year exposed severe issues within Reliance’s internal processes. Their communication system is a confusing mix of automated emails and vague human responses that contradict each other and often lack essential details. Nearly every interaction required follow-up clarification because their replies were incomplete, unclear, or inconsistent.

We have dozens of emails showing misplaced documents, repeated requests for items already sent, contradictory messages, shifting requirements, and internal miscommunication.

The 2025 Renewal Disaster — and the Mistake That Cost Us Thousands

Our policies renewed separately:

Physical Damage (PD) – June 2025

Commercial Auto (AL) – July 2025

Reliance has always stated that:

A driver must meet the qualifications for all lines of coverage to be added to a policy.

This is their rule.

Yet they added a driver who did NOT meet PD requirements—without notifying us. At renewal, Reliance placed this driver back onto both policies without any indication that he was no longer eligible for full coverage.

A month later—after renewals were completed and the driver was already added—Reliance sent an email stating that the driver did not meet PD qualifications but that they “went ahead and added him to the other lines of coverage anyway.”

This is a direct violation of their own stated policy.

The Financial Consequence

Shortly after, the driver was involved in an accident.

Our PD claim for our own truck was denied because Reliance improperly added the driver without telling us he was ineligible.

The AL claim for the other party’s truck was approved, meaning Reliance ensured the other carrier was protected—but not us.

No responsible insurance broker should ever allow a driver to be partially covered without notifying the insured carrier. This error left us exposed to significant financial loss.

When Confronted, Their Messaging Suddenly Changed

Once Reliance realized the liability created by their mistake, their driver-approval emails suddenly began including a new disclaimer:

“Drivers must meet qualifications for all lines of coverage in order to be added at all.”

This updated language contradicts how they handled our renewal and appears to be retroactive damage control rather than standard practice.

Instead of accepting responsibility for their error—which their own Vice President confirmed was due to the timing of the PD renewal—they attempted to shift the narrative and deflect accountability.

We Have Proof for Every Statement

Our documented email chain clearly shows:

Reliance approving and adding drivers by default once they passed initial checks

Reliance adding an unqualified driver to the PD policy without notification

Reliance admitting, in writing, that the PD policy was already in force, causing the eligibility conflict

Repeated contradictions from their service team

Internal communication breakdowns and lost documents

Shifting requirements and inconsistent instructions

A complete failure to maintain a reliable, professional underwriting workflow

We maintain full documentation and are willing to provide proof of everything stated in this review.

Final Assessment

Reliance Partners’ negligence directly resulted in:

A denied PD claim on our own equipment

Significant financial harm

Mismanagement of our policies

Inconsistent, confusing communication

A refusal to take responsibility for their own documented mistake

For these reasons, we cannot recommend Reliance Partners to any trucking company. When an insurance broker’s internal processes are this disorganized—and their mistakes financially damage the very clients they claim to support—it becomes clear they cannot be relied upon during critical moments.

Reliance Partners / Southlake (Commercial Trucking Insurance)
Extremely Disappointed – Zero Support After Major Accident
We pay over $10,300 per month for our commercial trucking insurance through Reliance
Partners/Southlake, and when we truly needed help, we received none.
One of our drivers was involved in a serious accident. Instead of assisting us, Reliance
Partners/Southlake cancelled our paid insurance policy immediately, even though we were fully paid for
the month.
To make matters worse, we had to do all the legwork ourselves to recover the load, manage the
situation, and prevent a massive cargo claim. We personally saved the insurance company over
$150,000 — yet they did not offer a thank you, acknowledgment, or support of any kind.
Throughout the claim process, their communication was slow, unhelpful, and dismissive. For a
company charging huge monthly premiums, the level of service is unacceptable. Their behavior reflects
poor customer service and questionable business practices.
If you’re a trucking company depending on your insurer to stand by you when something goes wrong, I
would strongly reconsider using this company.

I've been working with Reliance Partners for eight months now, and unfortunately, their customer service has been consistently disappointing. It often takes more than 10 days to process even the simplest requests.

This complain is in related to lack of follow up and on-time responsiveness of the Sales department in Texas area Lead by Claudia Casas and Byanca Camacho from Reliance Partners Insurance.
Here is the situation:

by recommendation of 2 Laredo Carriers friends of us the information of Claudia Casas was given to us in order to get a quote on Insurance Renewal for our trucking Companies that had to renew Insurance on October 19th, so we had to get the quotes prior to that date in order to make informed decisions.
So we made initial contact with her since June 26th and we receive the information required by them in order to get a quote everything was normal at that time.

We keep in contact and we started providing initial information since September 10th as they were becoming available and the remaining missing one worked on, until it got fully completed finally on September 25th.

It was clearly informed that our deadlines is October 19th, 2024 and that we wanted their proposal no later than the first week of October so we let the first week end without any questions, expecting that the second week (7-10) should have it without fail, but nothing happened.

Started on Monday Oct 7, making calls, Voice Mails, Whatsapp, emails, etc. to both Claudia and Byanca 2-3 times a day for the following 3 days (October 7-9) without any response, like if we wouldn't have anything pending to get solved.

Again called Claudia on Thursday October 8th @ 11,32 am CST, without success. So on my frustration called the main office and tried to get ahold of them but they were not available, so I asked for a Manager or someone that can help me with my requests, explain the situation and that I was missing the 2 quotations so I get ahold of Eduardo Mercado, explain me that he was not in charge of quotes but that he was Going to bring this to the attention of Brandon Richards direct Boss of Claudia and Byanca and with this he was expecting that I was going to receive a call back or any information from them and finally like Magic!!!!! got a Msg by WhatsApp from Claudia (October 8th @ 12:23 pm CST.
where she tells me that is checking with Byanca to see how they were doing whit my pending quotations, like if they were not already delayed, nothing else.

Just responded with a whatsap msg @ 3:07 pm CST that they were already very delayed as we agreed that I need them for the first week of October and nothing happened.

At 4:46 pm CST send a msg asking for any news and again nothing happened until 8:32 pm CST that received another whatsap msg from Claudia letting me know that they were not going to present any quotes and thanking me for the opportunity, nothing else.

On October 9th 10:09 am trough Whatssap, I responded her asking that if she thinks that doing a simple msg like that, without any apollogies for the delays and without any further explanation why they were not going to quote at the last minute as she did, was a professional manner to communicate the situation and you know what until today nothing has happened!!!!!!!!!!

Reliance Partners Team have several questions to you:

1.-Do you think this is the way a possible new customer should be treated?????

2.-This is how you think you are going to gain new bussiness???

3.-Carelessness, lack of follow, on time responsiveness and commitment with the deadlines accorded are your guidelines?????

Because that is what I received from your People in Sales TX area, and I don't think I deserve that treatment specially after worked on giving them all the information required in order to get a quote on a timely manner as expected.

I understand that you are not obligated to provide me a quote if you decide that, for any reasons you may like, but the least that I would expect is to be informed right Away and not like you did,so I can find another of the several options available in the Trucking Insurance Market.

You don't have any idea how many calls and emails have received and rejected, lately from Insurance Companies asking me and begging for and opportunity to quote our business and and you make me waste my time and efforts, expecting a quotation from you?????

Do you think this is correct???????????????
You need to understand that I am the Customer and I shouldn't be looking for you, should be the other way around !!!!!

So thanks for Nothing!!! and wasting my time and make me reject other options that could become more productive and treat me with the respect and attention that we deserve.

If you wanted any evidence of this review, you have my information and can get ahold of me for any clarification and hope that this time now, I get at least a proper response first of all with a professional treatment that we deserve, a full explanation of the reasons why not to quote us and what are you going to do , so there are no more customers experience this awful service!!!

Trucking companies BEWARE these people will lure you in at a low rate and then every year increase your rate. You are basically locked in with them to your insurance carrier. Horrible customer service you have to provide your own drivers MVR’s. Just do not go with these people plenty of other insurance brokers that are not liars. Also when your renewal comes they will shop your company and block other agents from getting quotes for you so therefore you are forced to stick with them. Please be very careful of these people they can ruin your business. Very dishonest.