July 19, 2019

Infinity Auto Insurance Review

Infinity Auto Insurance Review


Infinity Auto Insurance Review

Infinity Auto Insurance Review

Infinity Insurance specializes in nonstandard insurance, meaning it caters to “high-risk” drivers who might have trouble finding coverage elsewhere due to a poor driving record, an expensive claim history, or another risk indicator. Infinity also makes an effort to be accessible to Hispanic customers, offering all its online resources and customer support in Spanish as well as English.

Although Infinity is extra accessible to these groups of people, we don’t recommend it unless customers truly can’t get coverage elsewhere. The company has a poor track record for both customer service and claims handling, according to customer review sites like Clearsurance and TrustPilot, and it has a high number of complaints filed against it with the National Association of Insurance Commissioners. That means it performs worse than industry average at the one thing an insurance company must do well: paying claims to policyholders.

Check out our reviews of the best car insurance companies and the best cheap car insurance companies if you’re looking to explore further options. We also do a head-to-head comparison between Infinity and a few industry-leading insurance companies below. If you think Infinity might be your best bet for nonstandard insurance, read on to learn more about what this company has to offer.

To read about the best U.S. auto insurance companies in Spanish, click here.

The Claim

As a niche insurer, Infinity promotes its ability to meet customers where they are. Its site claims that Infinity offers “specialized automobile insurance [and] innovative products and services that are designed to meet the diverse and evolving insurance needs of consumers.” From this statement, we’d expect Infinity to be uniquely equipped to handle the needs of its two main customer groups: high-risk drivers and Spanish-speaking drivers.

Is it true?

Not really. Infinity “meets diverse and evolving needs” in a basic way for both customer bases, offering Spanish-language resources for Hispanic customers and accessible auto insurance for high-risk drivers. However, Infinity does not go above and beyond to offer a better insurance product for either group.

First, Infinity’s coverage is not particularly unique or specialized. The company offers basic “full coverage” auto insurance, including liability, uninsured motorist, and medical coverage, with optional collision and comprehensive. You can buy these coverages from Infinity in three basic tiers with increasing protection and price. Beyond that, options to customize your auto insurance with Infinity seem limited. Nothing in its information suggests policies tailored to higher-risk drivers or other groups — unlike, say, Progressive, which offers accident forgiveness programs, or Geico, which offers nonstandard insurance along with its full range of auto insurance coverage options.

In addition, Infinity has a dicey track record when it comes to processing claims and paying settlements to drivers. Since this is the bread and butter of any insurance company (we buy insurance strictly to be able to file claims in times of need), the high volume of Infinity’s customer complaints is a red flag. It’s especially concerning for a company that specializes in insuring high-risk (and likely more accident-prone) drivers.

Finally, Infinity has limited availability nationwide, focusing its services in “targeted urban areas within selected states that [it believes] offer the greatest opportunity for premium growth and profitability.” So while its claim to fame focuses on accessibility, the company is actually not available in many states or ZIP codes. This is an inherent limitation for customers who don’t live in specific areas where Infinity operates.

Product Overview

Best for

“High-risk” drivers who can’t find coverage through other private insurers or state-sponsored programs

Not for

Drivers considered medium- or low-risk who have broader insurance options

Features

Provides auto insurance for high-risk drivers

If you have been behind the wheel in an accident, have filed one too many claims in the past, or drive a vehicle with a poor safety rating, it may be hard to find affordable auto insurance — or any auto insurance at all. That’s where “nonstandard insurers” like Infinity come into play. Infinity has cornered the market insuring high-risk drivers; it’s actually the “second-largest writer” for these kinds of policies, according to the company’s website.

However, Infinity might not be the cheapest bet for riskier drivers. According to insurance analysis site ValuePenguin, Infinity’s rates can be up to twice as high as other nonstandard insurers like Western General, Mercury, and Nationwide. We recommend comparing quotes from as many of these nonstandard insurers as you can to make sure you’re finding not only the most accessible coverage, but the most affordable as well.

Roadside assistance membership included

All Infinity auto insurance policies come with a free membership to the company’s roadside assistance program, Infinity DriverClub. This means policyholders have access to 24/7 roadside assistance without having to pay dues to a separate association, like AAA, which can cost between $50 and $200 per year. Just keep in mind: Only membership to Infinity’s roadside assistance comes free. Customers still have to pay for all services used (no complimentary jump starts or battery testing).

Online resources available in Spanish

All of Infinity’s online resources are available in both Spanish and English, which is a nice nod to the United States’ ever-growing Hispanic population. Infinity is one of the only insurers we’ve seen with this accommodation (though others do staff bilingual agents and customer service reps to make insurance shopping easier for people who speak limited English). Still, Infinity is not one of our top recommendations for auto insurance and shouldn’t be chosen for this fact alone. In-depth Spanish-language reviews of the nation’s top auto insurers can be found here.

Possible drawbacks

Reports of claims being mishandled

Infinity has a poor track record when it comes to claims handling. The National Association of Insurance Commissioners (NAIC), which tracks all official complaints filed against insurers, puts complaint numbers against Infinity far above average. The bulk of issues reported were due to claims being delayed, denied, or paid out in smaller amounts than injured drivers believed they were due. Aside from making claims more of a headache than usual, this means customers or other drivers involved in an accident might run the risk of a settlement that doesn’t fully cover their damages.

Poor customer service reviews

Infinity also has a dicey reputation when it comes to customer service. Although customer reviews aren’t the be-all and end-all (we all know that upset customers post reviews more often than happy ones), Infinity has a notably high volume of negative feedback about its service. Reviews on sites like TrustPilot and Clearsurance note long wait times over the phone, trouble connecting with claims adjusters, and difficulty communicating with the company through any of its support channels.

By comparison, big-name companies like Progressive, State Farm, and Allstate earn far fewer customer complaints per capita, according to the NAIC (Infinity has a “complaint ratio” of 2.44, compared to 0.85, 0.97, and 0.88, respectively, and the national median of 1.00). Large companies are typically also vetted by third-party industry agencies like J.D. Power, which survey policyholders and update customer service ratings yearly. We generally recommend choosing a highly rated company that can offer you better peace of mind about your coverage.

Limited coverage information available

Infinity’s website lists the different kinds of insurance it sells (auto, home, life, renters, etc.) but doesn’t go into detail about the actual coverage options available. This makes it difficult to research Infinity’s insurance options prior to contacting a sales agent. When insurance companies make this information readily available, it helps customers feel prepared to speak to an agent and find a policy that fits their needs and budget.

The Competition

*The NAIC counts official complaints filed against insurance companies with state commissioners. The national median complaint ratio is 1.00. Scores lower than that mean fewer complaints filed than average, scores higher mean more.

Infinity vs. Progressive

doesn’t specialize in nonstandard insurance in the same way that Infinity does. However, the company has a shared reputation for being friendlier toward high-risk drivers. This attitude shoes with the company’s discounts; for example, it offers both small and large accident forgiveness (which protects first-time claimants and loyal customers from excessive rate hikes) and a teen driver discount for 18-and-unders, which is near unheard-of for this traditionally high-risk age group. Of course, we can’t guarantee that Progressive will be cheaper than Infinity or any other insurer, but it’s worth getting a quote to find out.

Infinity vs. Esurance

If you’re attracted to the simplicity of Infinity’s online experience and its plain-language insurance information, we recommend taking a look at . This digital-focused insurer strives to make auto insurance more accessible with quick online quotes and informative guides (that are easy to understand even if you’re new to insurance). It also offers a wide range of discounts and a “coverage counselor” tool to help customers find the right coverage for both their vehicle and their budget.

Infinity vs. Auto-Owners

Quick and fair claims handling is one of the most important qualities for an insurer, and it’s not an area in which Infinity excels. For a top-notch claims experience, check out instead. This company earned the third-highest score in J.D. Power’s 2018 auto claims satisfaction study and has earned a strong customer service record by operating exclusively through local agents. The catch? Auto-Owners is only available in 26 states, so it might not be an option where you live. See our Auto-Owners Insurance review for more information.

Infinity Auto Insurance FAQ

What does Infinity Insurance cover?

Infinity insures cars and other vehicles as well as property and life insurance. Specifically, Infinity will cover:

  • Auto insurance
  • Classic car insurance
  • Motorcycle insurance
  • ATV insurance
  • RV insurance
  • Boat insurance
  • Home and condo insurance
  • Renters insurance
  • Flood insurance
  • Life insurance
  • Umbrella liability insurance

Who owns Infinity Insurance?

Infinity Insurance was acquired in 2018 by Kemper Corporation, which owns various auto, home, life, and health insurance companies nationwide. Kemper earns an A+ company rating from the Better Business Bureau and a strong financial score (A+) from insurance rating agency A.M. Best. Kemper’s insurance services are not rated on customer sentiment sites like J.D. Power or Consumer Reports.

Where else can I get nonstandard auto insurance?

There are a number of companies that specialize in insuring high-risk drivers. However, navigating that market can be difficult. Insurance will always be more expensive for drivers with a less-than-perfect record, and it’s hard to know what a “fair” price is on a nonstandard policy. If you’re in that boat (or rather, car), the Insurance Information Institute recommends looking into state-run insurance options or working with an independent insurance agent to find the best value on the coverage you need.

The Bottom Line

Infinity’s below-average performance in the claims and customer service departments means it shouldn’t be your first choice for insurance. For information about vetted, reliable insurers, see our review of the best auto insurance companies.

If you’re considered a “high-risk” driver and have a hard time finding coverage, it might be worth getting a quote from Infinity. However, be sure to compare Infinity’s rates with a few other providers to make sure you’re getting the best coverage possible within your budget. We also recommend the Insurance Information Institute’s article “What if I can’t find auto coverage?” for advice about what to do if you find yourself in this situation.



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