06/04/2026
I've been a GEICO customer since the 1990's - back when they offered insurance services to Government employees (thus the name, Government Employees Insurance COmpany). They are not the least expensive, but their customer service was exceptional - until now.
I had a repair done in 1996 at an authorized repair shop, which GEICO previously recognized was defective in both materials and workmanship. Very simply, if not precisely applied, the clear coat (manufactured by DuPont) eventually failed, and would 'sheet off' in the wind. This product was applied by a (now known notoriously) substandard shop to the hood and trunk of my 1995 Miata.
In or about 2016, the clear coat on the trunk sheeted off. Upon contact, GEICO immediately sent out an adjuster who explained the above to me, and then scheduled a repaint/refinish without issue. He also informed me that the hood was likely to do the same - and if it did, to call again and GEICO would make the appropriate arrangements to repaint and refinish without issue. Gold star customer service - for which I was happy.
In April 2026, the clear coat on the hood sheeted off, and so I called GEICO expecting the same level of assistance. I couldn't have been more wrong.
Representative #1 seemed very helpful - referred me to an authorized repair shop (same shop that did the 2016 repaint). Upon arrival, the shop informed me that they needed a claim number and adjuster's approval. The shop and I got on the phone with Representative #2, who couldn't find any records of the prior call, nor could he find any records of the 1996 claim. Since I had copies of the 1996 claim, I offered to send it to him, which I did later that evening. A week went by, and no return call.
I called again. Representative #3 indicated they had no records of the 1996 claim and so could not help me. During my explanation of the history, Representative #3 became confused and advised me that GEICO does not cover hail damage. This representative asked me to send a copy of the 1996 claim to her supervisor, which I did immediately. A week went by, and no return call.
I called again. Representative #4 told me to go to the shop that originally did the repair. After explaining the shop is no longer in business, the representative indicated she could not find a claim number, and would need to speak to her supervisor, and would call back. This time the supervisor did call back, left a VM message indicating I could check the status of my claim online or on the app. Sure enough, there is nothing there about my request.
I called again - this time simply requesting an appointment with an adjuster. This was successful. The adjuster looked at the car, acknowledged the failure of the clear coat - but oddly, said he could not authorize the repair without his supervisor.
Later that evening, the call comes in - the adjuster advises his supervisor denied the claim, indicating they do not cover paint, and that I need to take up the issue with the original repair shop (note, that shop is not in this business anymore). Recognizing my disappointment, the adjuster asked his supervisor call me.
Supervisor calls me next day at 0730 (who does that?). After exchanging VM messages, we connect. The conversation went sideways very quickly. First he said GEICO only covers aftermarket parts of used (and not OEM parts, materials, or workmanship). Then he says GEICO doesn't have a repair guarantee program. Then that the current program didn't come into existence until 2003. Then that the 2016 repair was a mistake by GEICO and I should consider it a win. Then that no one expects a paint job to last 30 years (3 to 5 years maximum). Then that sometimes paint repairs turn out worse than before the repair - and that nothing can be done about it. When asked about next steps if I disagree with his decision, he says our phone call is the final answer and that he would be the one to come to court if I went there.
30+ years as a customer and promoter of what I thought was superior customer service. Pictures of the car are below. If there was ANY evidence that the paint wasn't properly cared for and maintained, I would take that criticism. But given the only failed paint is the repaired area, it's clearly what GEICO said in 2016. Pictures below.
I called customer service today as suggested... and we are back to the original confusion about what to do because of a lack of records from 30 years ago. Fortunately I have them, but so far it doesn't matter.
Apparently GEICO is counting on you not to keep a car for 30 years after a repair. And if you do, it's impossible to get someone to help honor the guarantee if the material or workmanship is to blame.
