Brightway Insurance, The Nick Ward Agency

There is a TLDR version at the end, otherwise the synopsis: Purchased our house in the summer of 2022 and was recommended Brightway from our realtor. They helped us find a policy with Security First without water coverage with the understanding that we would need to re-pipe the house from polybutylene plumbing to PVC. Post re-piping, we submitted a request to Brightway with proof of the repairs so that they could follow up with Security First on our behalf. In the time between August and November we worked with at least 3-4 different agents who all seemed to not remember what our plan/situation was (implying that notes were never taken between conversations) including Nick Ward himself (the agency owner). We were denied the additional coverage multiple times by Security First, including

After 3 plus years of being with Nick at Brightway, we will no longer be using Nick or his agency. Very poor service. We were told in early 2023 he’d be in touch, if needed, to re-shop, our policy, after our current company merged with another one. It was a clear action for Nick, documented via email. Without any notice, our policy increased by $3,100 a year. I tried to contact Brightway as soon as I became aware of the issue to find a solution. It was impossible to reach Nick by phone and I had to leave messages with their help desk. There was no effort on Nick’s part to assist. In the end, all I got was an email giving me another high policy option (and I know it was high as I’d already gotten multiple quotes from other agencies). Very disappointing customer service after years of being

It seems like they are fully automated and there are no longer any agents working here. If there are, they are unavailable to speak to if you're needing any assistance.

Sorry but this review comes 2 1/2 yrs of service. It seems you changed my insurance successfully in Jan of this year. However in July I received a note from my bank saying I wasn’t insured. Contacted you. Turns out the policy was cancelled 5/13/23 and no one bothered to contact me the company you referred me to or nick ward. Nothing. Called to obtain another policy and it’s been a week and no call back after 3 phone calls. Looks like my previous insurance kept the remaining of my 1600 dollars as well. Integrity is doing the right thing. Even when no one is watching. I have not found that with Brightway insurance (broker) Still waiting for that call back

Outstanding customer service by Hannah Thoni at The Nick Ward Agency. I lost my Home Owners Insurance due to Gulfstream's demise, and Hannah walked me through the steps necessary to secure affordable home owners insurance. And she did it in a week's time.