Tucker Franklin Insurance Group

Reviews

• LE

  Lizzie E

  Aug 30, 2025
  1.0
  They do not answer the phone, and it is apparent that customer service is not a priority for them. I have been with this company for over ten years. Everything was satisfactory until 2024, when I built a patio in my backyard that does not even contact my house. I received a notice in the mail indicating that my mortgage payment would increase by $600 per month due to a shortage in my escrow account. Upon further investigation, I discovered that the insurance agency had unilaterally increased my coverage from $380,000 to over $600,000. While some increase in coverage over time may be necessary to account for rising costs, this increase was excessive. In July 2024, I expressed my disagreement and explained that the value of my home is approximately $400,000, perhaps slightly more. Cole initially questioned the replacement cost but ultimately agreed to adjust the coverage amount accordingly. Recently, I needed a copy of my policy, having misplaced the original. I called multiple times over three days at different times—11:00 AM and 9:00 AM—with no response or callback. Ultimately, I contacted the insurance company directly; they informed me that they typically do not handle policy copies but assisted me since the agency was unresponsive. During this process, I noticed my home was still insured for over $600,000. I called again on Thursday but received no answer, so I left voicemails for each agent. I finally received a callback from Mandy. I explained the situation around 11:00 AM; she said she would look into it and get back to me, though it might not be that day. I emphasized the urgency, as this issue should have been resolved over a year ago. I had my home appraised last week, and the valuation came in at $408,000, yet my coverage remains over $600,000. Four of my relatives, who built similar patios, did not experience any insurance issues. Unfortunately, Mandy did not follow up as promised and appeared indifferent to my concerns. It seems unethical to overinsure a property merely to generate additional revenue, and I suspect this may be part of their practice. Based on the dismissive attitude I encountered both a year ago and this week, it’s clear that they do not prioritize their customers. Had it been their own home, and they were being overcharged, I believe their perspective might differ. I will be filing a formal complaint with the State Corporation Commission
• JW

  Joanna Lumm Wright

  Apr 24, 2023
  5.0
  I've used Tucker Franklin since 2009, when I moved to VA and needed a new agent. In the years since 2009, I have bought/sold vehicles, added household vehicles, and bought a house, and through all of this, the agents at TF have always been friendly and helpful -- providing comparison quotes to help me decide if I want to purchase a specific vehicle, running annual price comparisons to see whether I can save money somewhere by switching insurance providers, etc. They are in Richmond, and I'm in Williamsburg (about an hour away), but that has never been an issue for me personally because I prefer to transact insurance business via email, and they have always been very responsive to emails. I'd highly recommend their services to anyone seeking a good agent, both in the Richmond area and beyond!
• RC

  ruth corell

  Apr 21, 2023
  5.0
  cole tucker met with me and patiently explained all our insurance options and gave good advice.
• ON

  Otis Nelson

  Apr 21, 2023
  5.0
  Have appreciated the professionalism, courtesy and expedient way my needs have been met so far in the relationship.