ComplaintsforHUB International Canada West ULC

• Initial Complaint

  15/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I own two houses. Both have home insurance on them using Hub International as the broker.House number 1: Insurance due April 15th. I go into Hub and pay my policy in full April 15th. One month later I receive a registered letter from my insurance company stating non-payment. I receive a phone call from my ***************** who also received the letter. We have now have problems because my mortgage company is told we no longer have home insurance. This is a requirement. I go into the ********** to question this and am told "don't worry about it, you have insurance." Turns out Hub did not send my payment in a timely manner and it looks like I in fact had not paid. I had to contact ***** directly with my receipt proving I paid on time.House number 2: Home insurance due June 14th. I go into the office June 11th to sign the renewal and give banking information, (this home is on a payment plan) requesting payment comes out of the same account as last year and provide this account. July 12th I go into the office they STILL have not sent off my documents. Today is July 15th we are now a whole month again past due and my paperwork has yet to be sent to the insurance company. I contact the insurance company again, on my own, (Beacon, different company) only they inform me I must deal through a brokerage. Two homes two times not following through with their jobs. How is this anyway to do business?Next year come renewal time am I going to have higher rates due to these two instances of 'non payment' committed by the brokerage? How can I rectify this? How am I to know if I have current home insurance?Very very unhappy with the lack of education and follow through on Hub Internationals management.

  Business response

  18/07/2024

  Hello,
  
  I have spoken with the client this morning. I apologized for the level of service she received as it is not to our standard. We went through both of her files. I did confirm with her the cancellation for non payment was agent error and it will not affect her premiums or coverage in the future. This cancellation will not show up on a credit report as well.
  
  For the second home The client wanted to make sure her payments are set up as she doesnt want to be cancelled again.  I advised her that I will take care of her payment plan and make sure its put through today and call her with a confirmation. I also gave her my cell phone number so if she has any questions or concerns in the future she can call me directly.
  
  I will leave open activities in both of her files to make sure these payments go through without delay next year.
  
  The client was great to speak with, she said great things about our team, but was worried about their lack of experience.
  
  Thank you,

  *******************************

  Regional Manager, Kootenay Shuswap Region

• Initial Complaint

  15/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I leased a vehicle from **************** in Richmond, **, on Dec. 8, 2023. The last part of the process involved getting the insurance. It was a complicated process and very misleading, as it appears that was I was sold was EXTRA insurance, ON TOP of the normal **** insurance, but this was poorly articulated to me. I have leased many vehicles over the years and this was never part of the process. I have tried to cancel the package but have been unsuccessful. During my discussions with agents at HUB, I was advised that I would be charged 75% for the policy, and only receive 25% of the paid amount ($2,140), equalling $535. Normally something like this would be pro-rated to account for the elapsed time used. That would be approximately 2 months, on a 60 month term, for about 3.3%, not 75%. Also, this appears to be for "Replacement" insurance, but why would that be pushed on customers for a leased vehicle? My sense is that this was a strong armed tactic and completely unnecessary. Lastly, during the process I had advised the sales agent that I just come from 3 surgeries for cancer and just wanted to the process to be straightforward and simple so I could go home. Clearly this was not the case. Everyone at ********* was very pleasant and honest, but this last part of the process was out of line.So, I'm now stuck and don't know what to do. Thank you for looking into this for me.

  Business response

  15/02/2024

  Hello ****,

  We have received your complaint and want to let you know that we have begun to investigate the circumstances and will reply back in the next few business days. 

  Thank you for your patience.

  Bridie

  Associate **** ********** ******* and Standards

  Business response

  29/02/2024

  Hello **************,

  Thank you for your patience.  I have confirmation from the Insurance Company that the policy has been cancelled back to the inception date with no penalty applied.  At the date of cancellation 3 monthly payments had been withdrawn for the replacement cost policy totaling $2,140.00.  This amount was refunded to your credit card on February 17th and an email from the Insurance Company was sent to you on that date confirming the refund.  

  We trust that this satisfies your request however please feel free to contact me if you have any further questions or concerns. 

  Kind regards,

  Bridie

  ************

  *****************************************

  Customer response

  29/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I sent 3 emails to one of the representatives and I requested a quote for my car insurance twice through your website and nobody contacted me back. I had difficulties getting a hold of anybody re commercial policy as well.

  Business response

  06/06/2023

  Hello ********,

  We want to acknowledge receipt of your complaint and assure you that we are investigating and will reply shortly. 

  Thank you,

  Bridie

• Initial Complaint

  05/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To whom this may concern, I am deeply upset for the fact that the this keeps happen to me. I have just yet again recently gone into pay my bill in full with you guys. And yet again I am told I didn't pay in full and this is getting to be annoying. I'm disappointed in your way of business. I have a receipt and records to prove I have. This stresses me out every year and I am ready to take my business else where as well as letting my family and friends know and have them come with me. This is dum considering I pay my bills on time and have never been late yet I get a letter saying I have to pay my bill or they are canceling my insurance. And I get interest fees I need to pay this is a joke. I want an answer as to what in the world is going on. I well give you copys if needed but it should be on file I have paid in full.

  Business response

  13/10/2022

  The client has been contacted by phone on October 11th and by email on October 12th, unfortunately we have not received a response.
  
  The client has paid the premium to us, the broker, and policy was direct bill.  We have ordered the broker check payable to ******** but there is a delay in the payment getting to ********.   We believe the client has received the Payment notice from ******** as the payment made to us has not yet reached the company and unfortunately, these are sent automatically even though the payment is made to the broker and we are sending payment to the company.

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