Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:29/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a tenant insurance with appollo insurance. I did not have sufficient funds in my account to pay for the policy so appollo canceled the policy as of July 21 I got a letter from appollo on July 25 stating the cancelation and I have until the 22 to pay to reverse the cancellation. I had been calling then with no luck of getting anyone to speak to . When I got the letter on July 25 I tried again finally I got someone I asked them to take the policy amount $***** and reinstate the policy they said no it was canceled so I need to start a new one with a rate of ***** I asked if I could think about it and get back to them. Then I look into my account Saturday July 26 and see Apollo took ***** from my account. I just spoke to them via chat and they said it was a cancelation fee . Which they said I was told about thats a lie . No one told me I would have to pay any cancellation fee . What if I never called and told them to take the ***** and I had just left the policy as is. I feel cheated and robed with no explanation . I agreed to pay ***** and nothing more . I just want my money back

  Business Response

  Date: 29/07/2024

  Thank you for reaching out to us regarding the recent cancellation of your tenant insurance policy. We understand your concerns and apologize for any inconvenience this situation has caused.
  

  As per the terms of the premium financing and insurance contract agreement, your policy was canceled on July 21 due to insufficient funds in your account to cover the premium amount. The letter you received on July 25 provided information on the cancellation. We regret any frustration you experienced in trying to contact us during this period. Upon reviewing your account, we understand that you attempted to reinstate the policy by paying the original amount of $24.08. Unfortunately, due to the cancellation, a new policy with a different rate was required. We apologize if this and the cancellation fee was not clearly communicated to you.

  We value your business and would like to resolve this issue to your satisfaction. If you are still interested in continuing your insurance coverage with us, we would be happy to assist you in setting up a new policy and can consider waiving any cancellation fees to do so. Our customer service team will reach out to further assist you and address any remaining concerns.

  We aim to provide a satisfactory resolution and appreciate your patience.
  

  Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 29/07/2024

   
  Complaint: 22059130
  
  I am rejecting this response because:
  The letter stated I have until the 22 knowing fully well the letter may not get to me in time . Then I called  to pay the ***** and without explaining any ringing to me  Apollo took more from my account . I wanted the policy reinstated they say not possible, by July 25 the policy would be a new one at a new rate ***** up from ***** . When I got the insurance the website said $11 and it still says $11 policy yet my policy went up after 1 year. I started at $17 then up to $***** by the 21 July Apollo canceled my policy saying I cant get it back it will now be ***** thats an increase of 2.09 in less than a week. I feel cheated and robbed . 
  Sincerely,
  
  Naudean ***********

  Business Response

  Date: 30/07/2024

  Thank you for your response. We understand your concerns and apologize for any inconvenience you have experienced.

  We have taken note of your detailed feedback regarding the policy changes and the issues you've encountered. We assure you that a colleague will reach out to you shortly to discuss this matter further and find a suitable resolution.
  Your satisfaction is important to us, and we are committed to addressing your concerns promptly.
  

  Thank you for your patience and understanding.

  Sincerely,

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

  CUO

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

  Customer Answer

  Date: 30/07/2024

   
  Complaint: 22059130
  
  I am rejecting this response because:
  Someone did reach out but I am not satisfied 
  Sincerely,
  
  Naudean ***********

• Initial Complaint

  Date:20/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was illegally signed up for a insurance policy-- without my knowledge or consent.. I never received a phone call or letter or approved this contract being made in my name.They sent me an email, which I did not have access to, with my policy information, even though I never spoke with them or consented to their services. (I already have a policy for the same thing with another company.)They sent me a robocall with their phone number when I tried getting contact information for a lawyer, but the number didn't work.Found their number online and called them, but their system would tell me I'm waiting for an agent-- then it would tell me "invalid selection" and would kick me back out to the main menu.They did not get my consent for their contract with me.

  Business Response

  Date: 22/12/2023

  Please see attached fully response and supporting documentation.

  In summary, APOLLO works closely with landlords across ****** to ensure that the tenants living within their buildings are fully protected from a variety of different risks that are commonplace in multi-unit residential buildings.  An vital part of this protection is to ensure all tenants are fully insured so in the event of fire, water damage, vandalism etc., no one is left without the funds to replace personal contents or find alternative accommodations.

  ******************** stated that she already has insurance and we commend her for taking the right steps to being a responsible tenant.  We can help her resolve the issue but it does require the verification process as stated by her landlord.

  If ******************** requires further assistance with this process, I'm happy to personally get her in contact with an individual that can provide further guidance.

  Sincerely,

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

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

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

• Initial Complaint

  Date:01/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 13 2022 I purchased an insurance policy for my business, general liability insurance, for a total of $891.28 I went through everything with sale rep Tara T***** and everything was setup and ready to go. A few days later on July 18 2022 I receive an email from Ina L** saying that my business operation exposures do not fit the insurance policy and therefore I had to cancel the insurance ASAP. I did this and demanded my money back. I had to fill in a form to request a refund on my credit card. The refund was eventually made, but only for $607.50. According to Ina L** a 25% minimum retained premium applied and all fees are non-refundable. They only have refunded $607.50 to my credit card. I reach out to here as soon as I received this email, she did not pick up, did not reply to my emails. I also reached out to sales rep Tara T****** she never got back to me. I went through an entire application process to get insured, I paid and a few days later they told me I’m not eligible and I had to request a cancellation and refund from my end. To be only refunded 75% of premiums. $607.50 is even less than the 75%. After this it was impossible to get a hold of anyone. I would call an organization a scam. I demand the remaining $283.78 back ASAP.

  Business Response

  Date: 03/08/2022

  Hi *******

  We are sorry about your disappointing experience working with Apollo to place your insurance.  We've escalated your complaint to the team leaders to see if there is a more appropriate solution to this issue.  Apollo works with a wide variety of insurance carriers that require us to uphold underwriting and risk selection standards.  Unfortunately what can happen is that there can be mistakes that are made by the user selecting the correct business type.  We are working hard to make sure that our interface contains enough information in order to avoid these types of mistakes.

  Again, please know that we are looking into this and will get back to you with a response.

   

  Sincerely,

  Marco

  Complaints Department

  ************************** 

  Customer Answer

  Date: 20/08/2022

  
  Complaint: ********
  
  I am rejecting this response because: Nothing has been done from Apollo's part. They don't take the complaint serious, they are planning to keep my money, no refund at all, no explanation. They hide behind internal rules and made up policies. No customer service. Simply no solution has been offered. They promised a full refund but only gave a partial refund. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 06/09/2022

  Hi ******,

  We are very sorry for your experience with APOLLO Insurance and we are committed to help resolve this issue in a manner satisfactory to everyone involved.  APOLLO being a brokerage and intermediary underwrites and distributes insurance on behalf of insurance companies and the norm in commercial insurance is that there is a minimum retained premium.  In this case and because of the circumstances of the cancellation, we have waived the minimum and have only charged you for time on risk. In other words, you have only paid for the insurance for the time that you had received.
  

  This has already been processed and it already should appear on your credit card.

  Sincerely,

  Marco A*********

  Chief Underwriting Officer

  www.apollocover.com 

  Customer Answer

  Date: 07/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I paid a total of $892.18. You still owe me $93.17. I was not insured because the insurance was rejected on me. Apart from that, a $93.17 charge for being insured July 13, 2022 to July 18, 2022, a total of 5 days is extremely disproportionate. It would mean that per day the insurance would cost $93.17 / 5 = $18.634 per day, which would mean the yearly cost would be 365 x $18.634 = $6801.41 while the initial bill was $892.18. Based on the price I paid the total for 5 days should be: ($892.18 / 365) x 5 = $12.22. On top of that I requested the sales rep to not start the insurance till August 1 2022 which was completely ignored, see your recordings of the phone conversation. 

  I hereby demand the remaining $93.17 to be refunded to me ASAP. 

   

  Sincerely yours,

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

   

   

  Business Response

  Date: 08/09/2022

  Thank you for your response.

  It is unfortunate to hear that you are unhappy with the response.  We are providing the maximum amount of return premium based on time on risk (we can confirm that the insurance was valid up until cancellation) and there are costs that are owed to the insurance company for binding the risk.  Any changes to the effective date could have been resolved immediately by endorsement if request were made in a timely manner or the original request for insurance was clearly requested on that basis. 
  

  Again, we assure you that we've given you all the funds back that we are contractually allowed to do so. 

  It is our aim to make sure that all of our customers get the insurance that they need through a convenient digital platform.  In case such as this, we are obligated to make sure that if a customer gets the wrong product, we cancel that policy as soon as possible in order to prevent further issues down the road (i.e. denied claims, uninsured exposures etc.).

  If would like discuss further I'm happy to chat on the phone ************.

  Sincerely, 
  

  Marco

  Customer Answer

  Date: 09/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Dear Marco without last name,

   

  Thank your for your response. Unfortunately your response does not change anything and you keep bouncing around the existing issue. 

  You mention: "Again, we assure you that we've given you all the funds back that we are contractually allowed to do so.":

  My response: Not all funds have been returned. I hereby demand the remaining $93.17 to be refunded to me ASAP. 

   

  You mention: "It is our aim to make sure that all of our customers get the insurance that they need through a convenient digital platform.  In case such as this, we are obligated to make sure that if a customer gets the wrong product, we cancel that policy as soon as possible in order to prevent further issues down the road (i.e. denied claims, uninsured exposures etc.)":

  My response: I went through an extensive screening process with Sales Rep Tara T***** and I've explained my business and need for insurance very well. If your sales reps are not trained accordingly to your product standards, this is not my fault but an internal issue at Apollo Insurance. On top of that I've indicated I didn't want the insurance till August 1 2022 as per phone conversation with Tara T*****. You refuse to provide me the recordings. Apart from that your math is wrong. As mentioned in my previous email:  It would mean that per day the insurance would cost $93.17 / 5 = $18.634 per day, which would mean the yearly cost would be 365 x $18.634 = $6801.41 while the initial bill was $892.18. Based on the price I paid the total for 5 days should be: ($892.18 / 365) x 5 = $12.22.

   

  You mention: "If would like discuss further I'm happy to chat on the phone ************."

  My response: I will not reach out to Apollo by phone anymore. The whole reason that I have to do this through the BBB is because I am not helped appropriately by phone, people don't pick up their phone and the matter is being pushed around 5 different associate in your organization. I have to say that this type of customer service is completely unacceptable and unprofessional. It's a terrible gesture to not accept your own mistakes and to haggle a customer over $93.17. All the time spend on this exceeds all costs.  

   

  I hereby demand back the $93.17 ASAP. 

   

   

  Sincerely, 
  
  Marco

  
  
  Sincerely,
  
  ****** *********