Paulla Suy – State Farm Insurance Agent

Rude, unprofessional, and incompetent. A trifecta of unpleasantness. Dawna, who works there, has made a career out of losing clients.
Rude: My wife called to add coverage to our car insurance. Dawna was curt to her, acting as if my wife was doing her a favor.
Unprofessional: I emailed Dawna with a very basic insurance question — why isn’t my new policy showing up on the web page? No answer. I emailed her again the next day. No answer. I then call State Farm directly, where I’m told that only my agent can answer my question. I email her a third time, telling her I need an answer, and she finally replies. Communicating with her is like pulling teeth.
Incompetent: When we bought our house, we asked Dawna explicitly about coverage of certain items, going so far as to email her direct links of them. When we later had a claim, she verbally said those items weren’t covered, despite having her assurance in writing that they were covered. We actually considered pursuing legal action.
But wait, there’s more!
When we moved and had our new house, I asked Dawna to do a simple thing: Update our mailing address on all of our policies. Surely, this basic task falls within the purview of an agent, right? Oh, how wrong I was. I kept getting mail from State Farm at our old address. I called Dawna, who said that she had updated all of our policies, and that it was taking time to propagate through. Months later, the change was still not done.
What had happened? Dawna had only changed the address on the new house policy. She had not updated our car insurance policy, nor had she updated any of the other policies. I had to call State Farm HQ and update the address on all of our policies myself. It was at this point that I began to wonder what exactly this person is being paid to do.
We switched agents, and the difference has been like night and day. Our new agent is friendly, responsive, and factual.
Avoid this office like the plague!

Very Rude!!!
I’ve used this rep and her secretary for about 3 years for a basic life insurance policy. Every time I call to make changes (moving/​name change), the woman who answers the phone is incredibly abrupt and curt, making it feel like I’m inconveniencing them.
This has happened the last 3 times in a row so I don’t think I’m just catching them at ‘a bad time’ — which I could certainly understand.
I decided since I needed to make changes to my policy and will be moving closer to another agent, I called a new office to switch over. The office I was switching to had to contact Paulla’s office to get that taken care of, which should have been no big deal. This is a professional office with a professional company.
No.
The secretary called me back and said she was shocked and didn’t understand that I was switching offices and commented that they didn’t even get my name correct. Umm… yes they did. I just legally changed my name 2 weeks prior and this was apparently not updated on their end.
I found that snipy comment incredibly unprofessional. It’s not a personal attack to switch to another agent, this isn’t high school. When I told her point blank WHY I wanted a new agent, and cited her unprofessional behavior along with my logistic reasons, she didn’t even bother to apologize, she just said curty: Ok, I’ll get you transferred and hung up.
Before using them, call this agent and get a ‘feel’ for how they speak to you and treat you.
Then, go ahead and call another and see the difference.