Infinity Auto Insurance Review & Complaints: Auto, Home & Life Insurance (2024)

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For drivers with a few strikes against their record, Infinity is one of the top choices for auto insurance. With more than 50 years of experience, Infinity has risen to a place among the biggest insurance companies in the nation, providing coverage to people who have had trouble finding insurance elsewhere, as well as those looking for a budget car insurance premium option.

What is the Infinity Insurance Company?

Founded in 1955 as Dixie Insurance Company in Anniston, Alabama, the company eventually known as the Infinity Group expanded quickly in the insurance industry in the South. The Infinity Insurance company was purchased by American Premier Underwriters’ sister company Pennsylvania Company in 1991, and a few years later that company merged with American Financial Corporation to form American Financial Group (AFG). In 2002, Infinity became independent again when AFG sold off all stock to the new Infinity Property & Casualty Corporation.

Today Infinity auto insurance has built a reputation as the go-to company for drivers with tickets or accidents, and is the second-largest non-standard insurer in the nation, according to the company website. They not only write non-standard policies – but they also write standard auto, home, life, specialty auto, and more.

As of November 2014, infinity was ranked as the 21st largest auto insurance company in the United States. Insure.com ranks them near Amica and National General in terms of overall market share.

The current iteration of Infinity Property & Casualty Corporation has been in business since 2002 and is made up of several companies, including:

• Infinity Group companies
• Atlanta Casualty Companies
• Leader Insurance
• Windsor Auto
• Great American Personal Lines

Additionally, Infinity partners with a list of non-affiliated companies to provide their customers with the products they don’t underwrite.

Infinity auto insurance policies are written by a network of agents across the nation, with quoting and policy purchases available online and via a toll-free number. The company’s headquarters is located in Birmingham, Alabama, and there are claims service centers scattered across the nation to serve customers locally.

Infinity has built a reputation as a top insurer among Hispanic populations, particularly in California, and has continued to work towards increasing its presence in that market.

What are Infinity auto insurance policy products?

Infinity is primarily an auto insurance company, although they write a wide range of other products personal lines category. They’re best known for being an auto insurance company that will not turn people away because of tickets or accidents, but they also try and appeal to customers looking for standard policies.

Unlike similar companies that specialize in higher-risk policies, Infinity can serve as a one-stop-shop for personal lines insurance, covering all of the basic insurance coverage as well as plenty of specialty products.

It should be noted that many of their other product lines are not actually underwritten by Infinity. This is common practice for big auto insurance companies looking to expand their product lineup but means that customers must be prepared to deal with multiple insurance companies and separate claims departments.

How can I get an Infinity auto insurance policy?

Most consumers that have heard of Infinity automatically jump to car insurance. That is true of many large insurance companies, but some (like Infinity) are more strongly anchored by their auto products than others.

As previously mentioned, Infinity is one of the top non-standard auto insurance companies in the nation. That means that they cater to people who have trouble getting affordable insurance for a variety of reasons: tickets, accidents, DUI, or other numerous violations.

Infinity’s website oddly offers next to nothing in terms of details about their insurance coverage and discounts. Coverage choices are instead offered when you begin a quote, which means you will have to commit to the quoting process or make a phone call to get details about the various options they offer. That’s something that immediately jumps out when reading the website and something that does not live up to the expectations of a customer base that has grown used to having detailed information readily available online.

The website states that the company offers a variety of insurance packages to meet every driver’s needs, from basic liability-only to full coverage, however, there is no list of available optional coverage. It’s also devoid of any of the common trends in auto insurance these days – no sign of accident forgiveness, usage-based insurance, or disappearing deductibles. This may be in part due to the non-standard market since these options are generally only offered to those with the best driving records.

Infinity’s auto program includes what, on the surface, appears to be a great program – a free roadside assistance plan. A closer look raises some questions regarding the value of the service, however.

DriverClub is Infinity’s free roadside assistance program. Members can sign up and will have access to a network of roadside assistance providers who will help in any non-collision roadside emergency. All of the providers charge for their services, and members of the program pay for them. That means that this free program is really just help finding a provider – it’s not payments for any services at all. That’s contrary to most auto insurance roadside assistance programs, which actually pay for services to a certain limit.

Since there’s no actual list of coverage options, it is difficult to tell whether Infinity offers roadside assistance coverage as an option – but it seems likely that they do, which makes this service less of a free roadside assistance plan and more convenient access to the roadside assistance coverage you will have if you decide to add it to your policy.

That said, it could come in handy in a situation where a driver becomes stranded, especially away from home, and doesn’t know who to call for assistance. But the distinction between “free roadside assistance” and this club, which is free assistance with obtaining roadside assistance, is not a small one.

Does Infinity sell home insurance products?

Infinity writes a range of home insurance products, including:

• Standard Homeowner’s Insurance package policies covering the home itself, personal property, and liability
• Condo Insurance to cover the specific needs of condo owners, including coverage for fixtures and other portions of the condo that fall under the owner’s domain
• Renter’s Insurance, which covers the personal property of tenants who don’t need any structure coverage
• Mobile Home Insurance, designed for the specific needs of mobile homes as they differ from other home types

While the site states that the homeowner’s and renters insurance policies are not underwritten by Infinity, but through non-affiliated companies, information as to which insurance companies actually do write the policies is not provided. That’s pretty unusual for a company offering policies through someone else. It is not directly mentioned that condo or mobile home insurance are underwritten elsewhere, but it does seem odd that the company would write that type of home insurance and not the others.

Can I get a term life insurance policy from Infinity?

Similar to the home and renter’s products, Infinity does not actually write life insurance, but instead helps customers obtain coverage through non-affiliated companies vetted by Infinity.

According to the website, Infinity only offers term life insurance, with terms ranging from 10 to 30 years. There is no mention of any sort of permanent life insurance options.

Can I get insurance on specialty vehicles?

Infinity offers policies, most of which are written through non-affiliated companies, for a wide range of specialty vehicles. Among them are:

• Motorcycles
• ATVs
• RVs
• Classic Car

Classic car insurance is the one policy type that is actually underwritten by an Infinity Company, Classic Collectors, a subsidiary that has its own website offering policy and coverage information.

Infinity insurance company does appear to offer their DriverClub roadside assistance on their specialty vehicle policies as well.

Best Infiniti Car Insurance Rates by Model: Finding the Right Coverage

In this comprehensive comparison, we’ll assess the insurance rates for a wide array of Infiniti models, from the EX to the QX80. Whether you’re interested in a luxurious sedan, a sleek coupe, or a spacious SUV, understanding insurance costs is crucial. Let’s delve into the details and uncover which Infiniti model offers the best insurance rates for your needs.

Can I get commercial auto coverage?

Infinity’s logo shows business insurance as an option, but the only commercial policies listed on the website is commercial auto, and commercial general liability. Like their personal auto, Infinity tends to cater to a more difficult market, offering coverage for:

• Drivers with foreign licenses
• Automatic coverage for new hires
• Drivers with problems in their driving history, such as tickets or accidents

Read more: Best Car Insurance for Foreign Drivers

The commercial auto program serves small to medium-sized businesses with a variety of vehicles types, from passenger to flatbed trucks. They cover businesses including farming operations, delivery companies, sales, and more.

Commercial general liability covers your company if an employee files a lawsuit or claim against you. Coverage can include:

• Legal Fee Coverage
• Advertising/Personal Injury Coverage
• Property/Bodily Injury Liability Coverage

What other products does Infinity offer?

Infinity insurance company also writes personal umbrella insurance and offers flood insurance through the National Flood Insurance Program, rounding out their personal lines product offerings.

What are the prices and premiums?

Attempts to get a quote based on our usual test sample were quickly stopped by the quoting system, which did not actually list one of the vehicles we usually use for our test rates. Previous sample attempts have also been met with difficulties due to Infinity’s highest available limits being less than our standard test sample selections.

Numbers we have obtained in the past do indicate that Infinity offers insurance rates that are below average – but again, those numbers were obtained at a lower than usual coverage level, which means it’s not an apples-to-apples comparison.

Given that Infinity is a non-standard insurer, low rates for drivers with clean records as in our test sample wouldn’t be a surprise. They also aren’t what the higher-risk drivers to whom the company caters should expect. Infinity does write standard auto insurance, in spite of the company’s reputation, but those drivers are likely to find better rates, better coverage, and more perks elsewhere.

High-risk drivers can expect to pay higher rates, especially from standard insurance companies. Those who have sought out a non-standard insurer are likely to find the rates a bit more competitive when compared to big standard insurers.

As far as how competitive Infinity is compared to other non-standard auto insurance companies, the fact that they are one of the best-known companies in that market certainly seems to speak for itself. This is the market where they are most likely to offer competitive rates.

The website offers very little in terms of information on discounts that can help bring rates down. Since Infinity writes standard homeowners insurance through non-affiliated companies, it’s unlikely that they offer any bundling discount, although multi-vehicle might be available, and they likely offer some of the other most common auto insurance discounts.

Infinity Auto Insurance Claims Process

Ease of Filing a Claim (Online, Over the Phone, Mobile Apps)

Infinity Auto Insurance provides multiple channels for policyholders to file a claim. You can submit a claim online through their website or mobile app, making it convenient for tech-savvy users. Additionally, you have the option to file a claim over the phone for a more personalized experience.

Average Claim Processing Time

The average claim processing time with Infinity Auto Insurance can vary depending on the complexity of the claim and the specific circumstances. While they do not provide specific timeframes on their website, policyholders can inquire about the expected processing time when filing a claim.

Customer Feedback on Claim Resolutions and Payouts

Infinity Auto Insurance has received both positive and negative feedback regarding their claim resolutions and payouts. Some policyholders have reported satisfaction with the handling of their claims, while others have expressed frustration with denied claims and delays in the process.

It’s essential to review your policy terms and communicate clearly with the company during the claims process to ensure a smooth experience.

Infinity Auto Insurance’s Digital and Technological Features

Mobile App Features and Functionality

Infinity Auto Insurance offers a mobile app that allows policyholders to manage their accounts and access various features. The app provides options for policy management, making payments, filing claims, and accessing important documents. It enhances convenience by offering on-the-go access to essential insurance-related tasks.

Online Account Management Capabilities

Policyholders can efficiently manage their insurance policies through Infinity’s online account management platform. This web-based portal enables users to view policy details, make payments, request policy changes, and access important policy documents. It streamlines the process of keeping track of your coverage and payments.

Digital Tools and Resources

Infinity Auto Insurance provides digital tools and resources to assist policyholders in making informed decisions. These resources may include educational articles, coverage calculators, and insurance-related information available on their website. These tools can help you better understand your policy and coverage options.

Please note that the availability and functionality of digital features may vary based on your location and policy type. It’s recommended to check with Infinity Auto Insurance directly for specific details regarding their digital offerings.

Is consumer feedback positive?

Although Infinity is not accredited by the Better Business Bureau (BBB), the site gives the company an A rating. This is definitely an improvement as the last time we reviewed Infinity when their rating with the BBB was sitting at a D. Infinity has 454 complaints registered with the BBB, 116 of which were closed in the last 12 months.

As a comparison point, Travelers Insurance, which has just over double the market share that Infinity has for auto insurance, has a total of 330 complaints. That means that in spite of having more than 1 million more policies in force than Infinity, they still have fewer complaints in the same time period.

Beyond the BBB, complaints about Infinity are not difficult to find. Repeated reports of denied claims, extremely long claims processing times, poor customer service, and big rate increases are the repeated refrain in all of these complaints. Similar to many insurance companies that sell through agents, some of the complaints can be chalked up to individual agents who are problematic – but a read-through of the complaints against Infinity definitely prove that’s not the whole story or even the majority of the story.

Pissed Consumer registers 216 complaints about Infinity, many of them on the same topic – claims were denied even in clear-cut cases, customer service people did not return calls or were rude, and rates were increased or policies canceled without explanation. We also came across reports of having to make insurance department complaints in order to get any resolution from the company.

This YouTube video review of infinity, from someone who was involved in an accident with an Infinity policyholder, seems to really sum up the complaints that appear over and over on the various complaint websites. This particular review comes up in the first page of search results, which suggests it has drawn a lot of interest.

Research was able to come up with only a few positive reviews of the company, and none of these indicated that a claim had been processed on the policy. Positive reviews of insurance companies are unusual in general, but in this case, they seem even harder to come by and are greatly outnumbered by the negative ones.

Complaints about insurance companies are not uncommon, and every insurance company has them, but in this case, the number of complaints and the repeated reports of the same behavior from the insurance company is worthy of a lot of concern. It’s clear that there is a big hole in Infinity’s claims handling process and a problem when it comes to communication with both policyholders and those insured by other companies who have been involved in an accident with an Infinity policyholder.

How does Infinity advertise?

Infinity is well known as a major insurer in the Hispanic market, so it’s no surprise that their advertisements appear in both English and Spanish.

Most of their advertising is pretty straightforward. There is a little humor, and the ads are generally lighthearted, but it’s certainly not on the level of companies like Geico or Progressive, whose advertisements are all about the laughs. Infinity frequently features their actual customers in their advertisements and generally sticks to the themes of making sure you have the right coverage and how much money you could save.

On the whole, Infinity’s advertisements are pretty forgettable, without a mascot or spokesperson to stick in the memory, nor a jingle or other memorable catch. Considering the fact that they appeal to a very specific market, aggressive advertising might not be much of a requirement for Infinity; niche markets tend to operate on a lot of word-of-mouth between customers.

Overall, Infinity’s media presence is understated, but that doesn’t seem to have hurt them in terms of customer numbers.

What is the bottom line?

Infinity targets a niche market – higher-risk drivers, as well as the Hispanic market, particularly in California. For those who have been turned down by or faced exceedingly high rates from standard insurance companies, they are likely to be one of the top choices to consider. Unfortunately, the non-standard auto insurance market does not offer nearly as many choices as the standard market, so those in need of this type of coverage have a limited selection. As a result, Infinity is likely to be near the top of the list of options.

As far as the company’s other product offerings, most are not underwritten by Infinity directly, which means there’s no benefit as far as bundling discounts, and you’re facing a whole new unknown when it comes to claims handling and customer service. So while Infinity does appear to offer the one-stop shopping option, you aren’t really dealing with just one company.

Overall, Infinity is a decent contender in the non-standard and high-risk insurance markets, but those with good driving records will probably find a better option elsewhere.