The General®: most-reported complaints
Automated analysis of 2,202 public Trustpilot reviews published 2025-07-27 to 2026-09-27. TrustScore 4.7 from 143,481 total reviews — see the Trustpilot page. Quick answer: is The General® legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report misleading pricing, with 112 instances accounting for 27% of the 415 complaints identified. Overcharging is the second most common issue, cited in 106 reports (26% of complaints), where customers noted significant increases to initial payments or monthly rates. Other complaints, totaling 67 reports (16%), include account and app problems as well as general service delays, with this category showing a rising trend.
How to reach The General®
These are the contact details The General® publishes on its Trustpilot profile, as of our last check on 2026-09-27 — phone 1-866-519-7422, address 2636 Elm Hill Pike, Suite 100, Nashville, 37214, US.
The company claimed its Trustpilot profile on 2015-04-06, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. Trustpilot ranks it 14 of 66 in Insurance Company. We last checked this profile on 2026-09-27 and found 97 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.7 → 4.7 across 13 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 (93%, 3.8d) · 2026-08-23 (93%, 3.8d) · 2026-08-26 (93%, 3.8d) · 2026-09-01 (94%, 3.2d) · 2026-09-04 (94%, 3.2d) · 2026-09-07 (94%, 3.2d) · 2026-09-10 (93%, 3.2d) · 2026-09-13 (93%, 3.2d) · 2026-09-16 (93%, 3.2d) · 2026-09-20 (94%, 3.2d) · 2026-09-23 (94%, 3.2d) · 2026-09-27 (94%, 3.2d).
Severity: 11% of this company’s 415 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In May 2026, 30% of 102 one-to-three-star reviews were 1★; in September 2026, 29% of 63.
Counted from May 2026 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 1.0 days between the experience and publishing their negative review (697 reviews record both dates).
What their policy promises
cancellation method: mail, phone, or email
“They will notify you of this cancellation by mail, phone, or email.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-16.
Policy-page monitoring
We monitor this company’s published policy page for changes. 1 change detected since we started watching on 2026-09-01:
- 2026-09-08: +8/-8 lines; added: What Happens If Your Car Insurance Lapses? | Car Insurance 101; removed: Read More | Can you get car insurance with a suspended license? (snapshot)
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 455 negative reviews that received a public reply, the median wait was 1.7 days — the company profile reports an average of 3 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 455 company replies to negative reviews analysed, 39% engaged with the specific problem and 57% were generic templates.
78% of its 1333 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: misleading pricing makes up 27% of this company’s complaints vs a 14% median across 87 ranked companies in its sector.
Review velocity: 20,148 of this company’s 143,481 Trustpilot reviews (14%) were written in the last 12 months.
What are the most common complaints about The General®?
Misleading pricing
112 reports · 27% of complaintssteady“It gave one price and then changed to a different price”
The company replied on 2026-08-19: “We appreciate you choosing The General! We’re sorry to hear about your concerns regarding the change in price. We understand how important it is to have clear and accurate information when it comes…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“My price went up from my original quote.”
The company replied on 2026-06-02: “Welcome to The General. We are so sorry for any confusion. The initial quote is an estimate based on information provided and coverage options you have selected. Once your application is submitted,…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Misleading quote, that increases before the end of the process”
The company replied on 2026-09-01: “Welcome to The General! We know how frustrating it is to see your quote change and get another charge shortly after. That can definitely feel overwhelming, especially when insurance is something you…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Overcharging
106 reports · 26% of complaintssteady“They almost doubled the first payment, and increased the monthly by over 30%.”
“Misleading quote, that increases before the end of the process”
The company replied on 2026-09-01: “Welcome to The General! We know how frustrating it is to see your quote change and get another charge shortly after. That can definitely feel overwhelming, especially when insurance is something you…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“this is by far the worst, tripling the price of others.”
The company replied on 2026-09-01: “We understand that everyone wants to get the best rate possible when buying insurance and we want to thank you for considering The General. We always aim to provide the most competitive rates, but…”
Our classifier read this reply as a template response.
Other
67 reports · 16% of complaintsrising since 2026-05“The general my company is still slow walking every aspect of claim. Totally interfered with everything and didn't help with not one thing.”
“Not answering your callas, B. Purposely Delaying the process”
The company replied on 2026-07-10: “We're so sorry to hear you’ve had such a tough time with your claim. It sounds incredibly frustrating, especially after your Jeep was hit and the police report clearly showed it wasn’t your fault.…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“You are a scam.”
The company replied on 2026-06-25: “We're truly sorry to hear you feel that way. We understand that insurance can sometimes be confusing, and we want to make sure you have a clear understanding of everything. We’re here to help and…”
Our classifier read this reply as a template response.
Account/app problems
42 reports · 10% of complaintssteady“I was trying to change to full coverage and it would not let me”
The company replied on 2026-05-26: “That sounds really frustrating, and we definitely want to help you get that sorted out. Please give us a call at 1.800.280.1466. Our customer service agents are ready to help you directly and make…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“I CANT PAY MY BILL!!!! This is ridiculous this website is the worst website for a corporation I have ever seen!!!”
The company replied on 2026-06-15: “We appreciate you taking the time to share your detailed feedback regarding our website's functionality. We are truly sorry to hear about the significant difficulties you experienced trying to make a…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“The app is constantly crashing, signing me out, and full of bugs.”
Billing errors
32 reports · 8% of complaintsrising since 2026-05“It added infractions that were dismissed in court and jacked my price up by over $50”
The company replied on 2026-07-14: “Thank you for reaching out to us about your policy. We attempted to call you, but unfortunately, we were not able to reach you. We are happy to assist you, but it would be necessary to do so through…”
Our classifier read this reply as a template response.
“they erroneously sent me a backdated "Notice of Cancellation for Non-Payment."”
The company replied on 2026-06-02: “Thank you for reaching out to us about your policy. We attempted to call you, but unfortunately, we were not able to reach you. We are happy to assist you, but it would be necessary to do so through…”
Our classifier read this reply as a template response.
“I continued being charged premiums for it”
The company replied on 2026-05-15: “We're truly sorry to hear about the frustrating experience you’ve had with your policy after your truck was totaled. It sounds like a very difficult situation, and I understand how upsetting it must…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Support unhelpful
30 reports · 7% of complaintssteady“I was never even given my insurance policy after paying and it been days after I've requested a refund”
The company replied on 2026-06-08: “We hear your frustration about the cost, and we're sorry you feel it’s expensive. We understand needing fast insurance is key. We’d like to understand more and see how we can help. Please send your…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“very rude to me hung up on me when I was the middle of the conversation”
The company replied on 2026-05-25: “We're so sorry to hear about your terrible experience trying to get a quote with us. That sounds incredibly frustrating, and it’s definitely not the kind of service we want anyone to receive. It’s…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“They've had my claim open for 3 months and Tawney behaved as though she was not aware of any of the details of my case”
The company replied on 2026-08-04: “Dear Claudia Rodriguez: Thank you for your feedback regarding your Claim and experience with The General. We do sincerely apologize for any frustrations you have experienced during the handling of…”
Our classifier read this reply as a template response.
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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 2026-09-27.