Glacier Insurance Company: most-reported complaints
Automated analysis of 303 public Trustpilot reviews published 2021-02-04 to 2026-09-12. TrustScore 4.7 from 1,325 total reviews — see the Trustpilot page. Quick answer: is Glacier Insurance Company legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unreachable, accounting for 24% of the 88 identified complaints. Issues with support being unhelpful and account or app problems follow, representing 19% and 17% of complaints respectively. Billing errors were cited in 12% of the complaints. While support-related issues remained flat, account and app problems showed a rising trend during the analyzed period.
How to reach Glacier Insurance Company
These are the contact details Glacier Insurance Company publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone (800) 291-3972, address 1767 Sentry Parkway West, Blue Bell, 19422, US.
The company claimed its Trustpilot profile on 2020-09-10, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-17. Trustpilot ranks it 18 of 66 in Insurance Company. We last checked this profile on 2026-09-24 and found 5 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.7 → 4.7 across 10 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (74%, 7.6d) · 2026-08-24 (74%, 7.6d) · 2026-08-27 (70%, 7.6d) · 2026-09-03 (67%, 6.8d) · 2026-09-12 (63%, 6.8d) · 2026-09-15 (60%, 6.8d) · 2026-09-18 (74%, 7.1d) · 2026-09-21 (74%, 7.1d) · 2026-09-24 (74%, 7.1d).
Severity: 16% of this company’s 88 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 8.3 days between the experience and publishing their negative review (80 reviews record both dates).
Measured reply time: across 83 negative reviews that received a public reply, the median wait was 4.6 days — the company profile reports an average of 7 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 83 company replies to negative reviews analysed, 31% engaged with the specific problem and 64% were generic templates.
78% of its 199 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unreachable makes up 24% of this company’s complaints vs a 19% median across 135 ranked companies in its sector.
Review velocity: 297 of this company’s 1,325 Trustpilot reviews (22%) were written in the last 12 months.
What are the most common complaints about Glacier Insurance Company?
Support unreachable
21 reports · 24% of complaintssteady“The agents don't return calls in a timely fashion”
The company replied on 2021-11-10: “Thank you for the taking the time to leave us a review. I apologize about your experience. You can make a payment online by visiting https://capitolinsurance.com/is/PolicyholderPortal/index.cfm or…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“all emails don't direct you to account and hard to access bill”
The company replied on 2026-09-17: “Joseph, we are sorry to hear we are not meeting your expectations. I have taken your comments back to my team so we can improve the customer experience. We appreciate the time you took to leave this…”
Our classifier read this reply as a template response.
“I still havent even beeen able to make an account on app and the website wont do a damned thing”
Support unhelpful
17 reports · 19% of complaintssteady“HORRIBLE , not helpful”
The company replied on 2021-11-11: “Hi Jonetta, would you mind sending us a message at [email protected] with additional information about your experience? I would like to discuss what Glacier can improve so that you are…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“they refused to take responsibility for the repairs”
“they have inconsistently withdrawn my monthly payments in different amounts”
Account/app problems
15 reports · 17% of complaintsrising since 2025-07“have no access to my policy number”
The company replied on 2026-03-23: “Hello, we are sorry to hear that you are having issues locating your policy number, please call (800) 394-2423 and we would be happy to assist you. Thank you!”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Been getting error messages for 3 months trying to pay my bill and to register online.”
The company replied on 2024-08-09: “Hi Melissa, we are sorry to hear you are experiencing difficulties when trying to pay your bill online. If you could please reach out to us by emailing [email protected] or by calling…”
Our classifier read this reply as a template response.
“I still havent even beeen able to make an account on app and the website wont do a damned thing”
Billing errors
11 reports · 12% of complaintssteady“As well as sending half of my money back because they charge a cancelation fee. A cancelation fee for what? I wasn't even insured for a day.”
The company replied on 2025-06-13: “Kendra, we are sorry to hear that we did not meet your expectations. Please reach out to us by calling (800) 394-2423”
Our classifier read this reply as a template response.
“yesterday y'all took a payment out of an account that wasn't even mine!!!”
The company replied on 2024-07-09: “Hi Lettice, thank you for taking the time to leave us a review. We apologize for the inconvenience you experienced regarding your payment. Please call us at (800) 291-3972 so we can make it right.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“they have inconsistently withdrawn my monthly payments in different amounts”
Other
10 reports · 11% of complaintsfalling“It's a scam an I don't recommend this agency.”
The company replied on 2023-01-24: “Hi Adrian, we're sorry to hear you feel this way. Please reach out to us at [email protected] with more details regarding your experience so we can help make this right.”
Our classifier read this reply as a template response.
“no settlement payment done or reach to the loaner !.”
The company replied on 2021-05-04: “Hi Jason, thanks for taking the time to leave us a review. I apologize that you are experiencing this. If you would like to provide me with your contact information at [email protected], I…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“if you are oneday late you are immediately sent a insurance lap letter”
The company replied on 2026-04-08: “Hi Lamar, thank you for taking the time to leave us a review. If you need to change your payment due date, please call us at (800) 394-2423 to discuss your options. We value you as a customer and…”
Our classifier read this reply as a template response.
Overcharging
6 reports · 7% of complaintssteady“The cost of your insurance is very high.”
1 reader marked this review helpful on Trustpilot.
“Overcharged me for BS coverage”
The company replied on 2021-11-11: “Hi Karen, thanks for taking the time to leave us a review! Can you provide us with some detail on this? We want to know how we can improve your experience. At Glacier, we value our customer's…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“The rates have increased for me and my husband, customer care has been lacking”
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Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-12.