ComplaintsforSquare One Insurance Services

• Initial Complaint

  09/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Aug 17, 2022, I contacted Square One to go over my policy in advance of my renewal. On Aug 20, I followed up and spoke with agent Diego R****** regarding the jewellery portions of my policy. I had previously held coverage in the amount of $65000 and listed 3 pieces that exceeded the basic coverage value of $6000 per piece. I advised Mr. R****** that I had obtained revised appraisals for these 3 pieces and needed to review the value of my jewellery coverage. Mr. R****** and I discussed the new valuations and the amount of my existing coverage total for all jewellery combined. Mr. R****** tabulated the values and advised me that my total jewellery coverage was too high and had been so for the last few years. I was displeased with this as my premiums had, therefore, been higher for this period of time for no reason. I advised him that I needed the appraisals on file to be updated and that I would email the new documents, per his instructions, to facilitate this. He advised I would receive an email response once this was completed. I sent the email as directed. On Sept 1, I received my policy documents from Square One and I noted some issues with the valuations. I also noted that I had not received an email response regarding the updated appraisals. On Sept 2, I spoke with Eran A**** at Square One. During this call, two issues were confirmed: 1. The valuations reflected in the updated appraisals I'd sent to Square One on Aug 20 were never updated despite having been received by Square One. 2. The valuation of my jewellery was inaccurately identified by Mr. R****** during our call on Aug 20 as he failed to account for the need to add PST and GST to the values. These issues meant that my premiums would be increasing to account for both of these mistakes by Square One. I expressed my displeasure and requested a call from a supervisor. On Sept 3, 2022, I spoke with Hanson W*** (team lead) and identified another error with number of bathrooms since 2020.

  Customer response

  09/09/2022

  I am seeking a refund for the monthly premiums I overpaid due to Square One adding a bathroom to my policy.

  I am unsure exactly what this amount would be, but it would be approx. $7 per month for 24 months. I am also seeking to be refunded for any over payments to premiums related to my jewelry. This would have been for a period of time similar. 

  

  Business response

  12/09/2022

  Hi, Mr. *******.

  Thank you for taking the time to share your feedback. And, I sincerely apologize for the incorrect information provided to you by our agents. I understand that you spoke with Jas S*****, our director of sales, and your concerns have been resolved. Should you have any further concerns, please feel free to contact Jas (jas.s*****@squareone.ca) or me ****************************** directly. 

  All the best,

  Daniel M*******

  President + CEO

• Initial Complaint

  02/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello, My family have an insurance policy #****** with paid and including the legal protection policy. So, my partner got some issues at work, and we have contacted the Square Insurance to claim it. All payment have been done on time and directly to Square One Insurance only, so we do not have any connection to any service provider under our policy, as we believed in the Insurance company service, however, the Company has different view related just to collect money and provide zero service. Our first claim was # ******* in May 2022, so, the agent should be Dylan T*******, Claim Analyst, from **** Legal Solutions Inc. The Agent has never contacted us in any way. Our claim was second claim is #: ******* in July 2022, as my partner has been attacked at work, the Agent is Elena L****, how requested all documents, and.... that it. she stopped to contact us, she offered to call us, and she never call, we called her, left our voice messages, she never contacted. We sent an email to **** to ask to change to someone else. Our request has been ignored by ****. Our calls to Square One Insurance have been unsuccessful, they offered to change our insurance policy by cut down the legal payments, but, they should refund all payments plus interest and compensation for not providing offered service. Now, we are looking for other insurance company, as we see as the Square One Insurance has collected money, in case of claim event, they could highly likely do cover nothing. We do not need any refund, we have accepted their offer in around February 2021, including their legal service as a part of our insurance policy, we did pay nothing to Agar, so, the Squire One Insurance should resolve any issues with their service provider, at least to change the service provider to some one reliable. Thank you

  

  Business response

  02/08/2022

  Hello, Mr. ********

  I'm sorry to learn that you're disappointed with the service received from Square One's legal protection insurance provider. I asked one of Square One's managers to review your file with the legal protection insurance provider. This will take 2 to 3 business days to complete. As soon as I have an update, I'll share it with you.

  Regards,

  Daniel M*******

  President + CEO

• Initial Complaint

  28/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have home insurance with these people. At first they said no paper policy. Only on line/ I then insisted and got my paper policy. After reviewing it, I felt I did not have enough coverage and wanted to increase it. They said it was fine as is I was covered. I had a major theft. At that point they said I had only 10% of my property covered? I have waited now for 4 months for a bad adjuster to sort the 10% They wait 3-4 months to file a police report then wait a month then say they need a copy of my ID. They should have applied for the police report months ago and would have known about the ID Requirement. They ask for proof of ownership, yet do not check. Very unprofessional people. One should not require a lawyer to get an insurance claim resolved

  

  Business response

  28/07/2022

  Hi, *****.
  
  I’m sorry that you suffered a loss, and that you’re disappointed with the claims process. As you know, your home insurance policy allows you to pick and choose what property to insure, so you only pay for the protection you need. There are very clear definitions of each property class. Moreover, there are certain types of property that simply cannot be covered under a standard home insurance policy. These facts, combined with the challenges that have been faced in securing the police report, make it difficult for us to properly review your claim and determine coverage. We really need to follow established claims process based on the nature and size of your claim. I have discussed your file with our claims management team, so they are working with the handling adjuster to move things forward. We appreciate your patience, but must ask for further patience until the police report is received.
  
  Sincerely,
  
  Daniel M*******
  President + CEO

  Customer response

  01/08/2022

  
  Complaint: ********
  
  I am rejecting this response because: I inquired about additional coverage and they said I was adequately covered. Not true.
    All they are doing is procrastinating. A police report they said takes one month. It has been over 4 months. And to procrastinate even more they have now sent my file to another adjuster who is now starting from square one and asking for my authorization to get the same Police report. Just another delay tactic. 

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

  

  Business response

  02/08/2022

  Hi, *****.

  We have not received the police report despite several attempts. Here are some of the details:

  - April 22, 2022: Initial request submitted to the Mission ****.
  

  - April 22, 2022: A second request submitted to Mission ****, Disclosure Branch.

  - June 13, 2022: Response from the Mission **** Access to Information Office advising a copy of your government-issued identification was required.

  - June 17, 2022: Adjuster requested from you a copy of your identification.

  - June 24, 2022: You submitted a copy of your identification.

  - June 27, 2022: Third request submitted to Mission ****, Disclosure Branch.

  - July 5, 2022: Fourth request submitted to Mission ****, Disclosure Branch.

  - July 27, 2022: Called Mission ****, Disclosure Branch, and inquired about request status. Advised would take another 1 to 2 weeks.

  *****, as you know, we have reassigned your claim to another adjuster as you were dissatisfied with the previous one. I ask for your patience while this adjuster reviews your file and does his best to quickly move things forward.

  Regards,

  Daniel M*******

  President + CEO

  Customer response

  02/08/2022

  
  Complaint: ********
  
  I am rejecting this response because: They constantly are delaying the claim. First initially they made the first request to the **** months after the claim. And being professionals, they should have known about the Identification requirement. Another delay when they asked me for it. And requesting my *** ** had no real bearing on the case. Now sending the claim to an outside adjuster still slows the claim again, because they now have to resubmit the file request to the **** . I am waiting for them to mail me the authorization papers, another delay. 
  
  Sincerely,
  
  ***** ***********

  

  Business response

  03/08/2022

  Hi, again.

  You indicated dissatisfaction with your previous adjuster, so we reassigned the claim. Until the new adjuster has an opportunity to review your file and speak with you, there's nothing more we can do at this time. If you continue to be dissatisfied, then you do have the right to speak with a lawyer to discuss your options.

  Daniel M*******

  President + CEO

  Customer response

  09/08/2022

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

  They have done nothing to resolve my concerns. The same old delay excuses. And now they cancelled my insurance. After researching the company, I see they commonly cancel insurance when claims are made. They lamely cite ' Underwriting' Very vague since they have zero idea of the security measures I have in place. Saying they are going to do something or attempting to do something is not enough. 
  
  Sincerely,
  
  ***** ***********

  

  Business response

  09/08/2022

  Hi, *****.

  Despite our best efforts, we are unable to meet your expectations. We our concerned that should you have another loss, we will face the same challenges. As such, the underwriter has elected to cancel your policy for underwriting reasons by providing notice as required under the Insurance Act. The decision to cancel your policy does not affect your existing claim. The new adjuster assigned to your claim will do his best to bring bring this claim to a speedy resolution.

  Daniel M*******
  President + CEO

   

  Customer response

  10/08/2022

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

  The insurance company has no idea of the security at my home. Perhaps they can tell me what shortcomings the security measures I have in place and how to improve them to meet your expectations ?

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

  

  Business response

  11/08/2022

  Hello, Mr. ***********.

  Your home's security, or what additional measure you might take, would not affect the underwriter's decision to cancel your policy. As mentioned previously, the underwriter's concern focuses on the ability to meet your needs should you experience another loss.

  Daniel M*******
  President + CEO

  Customer response

  12/08/2022

  
  Complaint: ********
  
  I am rejecting this response because: The insurance companies behavior is unacceptable. The complaint I have against them is because of their behavior. That has not changed. After researching Square One apparently cancelling a policy is common with the bigger claims. They are apparently not happy with my level of security, but have no idea what security I have in place nor what improvements can be made, The bottom line is they do not like claims and will fight to pay any out. No matter what they say or do now or in the future, their behavior was very bad and still is .
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  08/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a claim in 2019 due to Win damage. My deductible was 1000, the cost of the repair as per the quote that was send to me was around 1000. Square one had givin me an option to either pay from my pocket or proceed with the claim. Since this is below deductible I had decided to close the claim and hire a contractor that will complete the job. On the day of the incident square one insurance had sent a contractor ***** ***** ************ to temporarily attached the sidings to avoid further damages, and to provide the qoute to complete the job which is amounting 1000 as mention. As for my end I have hired a contractor at more affordable price and I did not proceed with the one recommended by Square one. Fast for ward 2022, I am receiving and email that I have overdue bill from ***** ***** ************. The bill was exactly the same amount they had sent me as quote. They did not even checked on their end if they had completed the work yet they are chasing me to pay for it. I had informed *** ******* & supervisor ****** **** about the situation, however I am not getting no where to settle this matter. As part of the claiming process, their has to be a full disclosure as what are my financial responsibilities based on the service that was provided in my place. Nothing was mention, my claim was updated that the job got completed. I am currently communicating with the adjustor Rob, and offered to lower the bill to $500 which is super unreal as on the 1st place why would I pay the 1000 quote when ***** ***** ************ did not complete the job. What I am seeking for, is for this company to take ownership of their mistake, and clear off the amount that they are chasing from me after 3 years. I am a full time mom with a full time job, for me to spend time chasing this to get cleared out is super painful.I would loved to have to utilize my time for my son and not on something that happened 3 years ago.

  

  Business response

  09/06/2022

  Hi, ********.

  Thank you for bringing this matter to my attention. I'm sorry that we didn't do a better job establishing and explaining to you the total cost of the claim before you decided on whether to proceed or withdraw. I discussed your file with our claims team, and they will arrange for payment of the outstanding invoice on an ex gratia basis. Since more than two years have passed since the original claim was closed, the limitation period on the claim has passed. So, we're paying the invoice in another fashion. While the way in which we pay the claim won't affect, it's important that I let you know the payment is on an ex gratia basis. If you haven't already heard from our claims team, you will in the coming days.

  Sincerely,

  Daniel M*******
  President + CEO

• Initial Complaint

  31/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ****** *** ** ******** ***** ******* took out renters insurance through SquareOne from approximately March 17, 2021 until recently, when we left Vancouver and moved to Australia. On November 19th we flew to Melbourne, Australia on a 1:10pm flight from Vancouver airport. As we were packing our car outside of our residence earlier that morning in preparation to leave for the airport, we believe a bag was taken by a passer-by, as when we arrived at the airport that bag was missing from the trunk. Once we arrived in Australia we filed a police report and made a claim with SquareOne, as we had not left our residence yet and were still officially tenants, as we'd paid rent up until November 30th, 2021, and hadn't moved out yet. SquareOne is claiming that, because we were 'on our way' to moving elsewhere, that they will not cover our claim. However, we hadn't left yet and weren't yet on our way. We still spent hours in and out of our suite, organsing and packing, plus we were considered tenants by law, as we were still paying rent. Not only will they not cover the loss of our items out the front of our residence, which fits within their policy, they were horrible to deal with. The process went on for months, we tried countless times to contact them and speak with someone, to which we were told that someone would call us back and then they never would. Over the phone my partner was told that we needed to maintain paying our insurance to make the claim and we were then paying for our insurance for several extra months. We found out later that this was not true. I would like SquareOne to honour their policy, and reimburse us for our lost items. We founds the process of dealing with them very unprofessional and if it doesn't cover property being stolen from in and out front of our rental, then I do not know what the point is at all and would recommend others staying away.

  

  Business response

  31/05/2022

  Hi, ***** *** *****.

  I'm sorry to learn about your loss. While your loss is not covered under the policy, after reviewing your file, I instructed the claims team to make an ex gratia settlement. An ex gratia settlement basically means the claim is not covered but we're going to offer a settlement for customer service reasons. The handling adjuster will contact you in the next few days to discuss next steps. 

  Sincerely,

  Daniel M*******

  President + CEO.

   

  Customer response

  30/08/2022

  Hi ******,
  
  Thanks for getting in contact.
  
  Yes, that was resolved. Thank you very much.
  
  Kind Regards,
  ***** ** *****

• Initial Complaint

  26/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have insurance with square one for over two years back in February I suffered a loss at my home and this claim process has been the most difficult thing to deal with due to lack of communication it’s unacceptable. My lost was in February I was given an adjuster to deal with my claim one week later,my adjuster was fired from his company and no one reached out to me to let me know I have a new adjuster or needed to do anything so there I am waiting 3 weeks with no return calls or anything when I finally got ahold of the adjusters company I was told he’s no longer with the company and who my new adjuster is,this was basically a month after my claim started, Since then there has been a great lack of communication he rarely returns my calls most of my emails go unanswered. It’s been over 90 days and my claim still isn’t settled I’ve been getting the run around and I don’t appreciate it this is not what I was paying my coverage for. He mentioned to me that he’s been very busy and other cases are keeping him from fulfilling his obligations with me,if that’s the case do I need a third adjuster who has time for my claim,this is just prolonging and I would like to move on with my life and have my valuables replaced I feel like the insurance company doesn’t take things very serious. No one at square one contact Center seems to have answers for me and It’s difficult for me to get ahold of my adjuster so where do I go from here,

  

  Business response

  26/05/2022

  Hi, Mr. *****.

  I'm sorry that your disappointed with the way in which you claim was handled. According to our records, the claim was reported on February 22 as the ***** of a *********** and two pairs of shoes. Subsequently, the claims was amended to include significant amounts of jewellery and other personal property, such as designer clothing. With a claim of this size, there is the need for proper documentation and investigation to ensure all policy conditions are met. On May 11, the handling adjuster submitted settlement recommendation. On May 17, the settlement recommendations were approved and a cheque was issued. The cheque was mailed on May 20, so the handling adjuster should receive it shortly and he will deliver it to you.

  Again, I'm sorry that your disappointed with the claim, but I believe the claim was settled in a timely manner.

  Sincerely,

  Daniel M*******
  President + CEO

  

  Business response

  26/05/2022

  Hi, Mr. *****.

  I'm sorry that your disappointed with the way in which you claim was handled. According to our records, the claim was reported on February 22 as the ***** of a *********** and two pairs of shoes. Subsequently, the claims was amended to include significant amounts of jewellery and other personal property, such as designer clothing. With a claim of this size, there is the need for proper documentation and investigation to ensure all policy conditions are met. On May 11, the handling adjuster submitted settlement recommendation. On May 17, the settlement recommendations were approved and a cheque was issued. The cheque was mailed on May 20, so the handling adjuster should receive it shortly and he will deliver it to you.

  Again, I'm sorry that your disappointed with the claim, but I believe the claim was settled in a timely manner.

  Sincerely,

  Daniel M*******
  President + CEO

  Customer response

  29/05/2022

  
  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,
  
  *** *****

  Customer response

  29/05/2022

  
  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

  11/05/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My e-bike was ****** on May 3, 2022. Square One insurance, who specifically insured my e-bike, says that it is a motorbike because I don't have to peddle it to start it. And they don't insure motorbikes. However, my e-bike is an e-bike according to the Ministry of Ontario. Furthermore, there were no questions about it having to be peddle started when they agreed to insure it.

  Customer response

  11/05/2022

  I want the insurance company to cover my claim.   They are using a random definition of an e-bike to say that my e-bike is a motor bike. IT is an e-bike under Ontario law. 

  

  Business response

  11/05/2022

  Dear, Ms. ******.
  
  I’m sorry that you suffered a loss and it was not covered by your policy. Manufacturers of electric bikes and scooters often use the terms interchangeably, which is why your policy has a specific definition for what can be covered under the Bicycles, Sporting Equipment and Watercraft coverage. This definition is, “2.31 Power-Assisted Bicycles means bicycles that are regulated by pedalling, with electric motors totaling no more than 500W that assist riders’ efforts when pedalling, to speeds of no greater than 32km/h on level ground.”
  
  You indicated that the ****** property was a ****** ******. Unfortunately, this property does not fall under the definition provided earlier as it is not regulated by pedalling. Moreover, most retailers classify the ****** ****** as an electric scooter. Here are two examples:
  
  *************************************************************** ******************************************
  
  Again, I’m sorry for your loss and regret that it was not covered under your policy.
  
  Sincerely,
  
  Daniel M*******
  President + CEO

  Customer response

  11/05/2022

  
  Complaint: ********
  
  I am rejecting this response because: If my e-bike was not covered, then I never should have been given insurance for it. If only pedal assisted bikes are covered, why was this not discerned by the agent BEFORE I was given coverage??
  
  Sincerely,
  
  ******* ******

  

  Business response

  12/05/2022

  Dear, Ms. ******.

  We reviewed your file one more time, and based on the circumstances, we've decided to cover the loss on an ex gratia basis. While the loss is technically not covered under the policy, the agent could have done more to explain what types of e-bikes are eligible. The handling adjuster has already reached out to you. I hope this resolves the matter.

  Sincerely,

  Daniel M*******
  President + CEO

   

  Customer response

  14/05/2022

  
  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

  02/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a home insurance policy with this company, from April 1, 2021 till March 31, 2022, and my premium was billed to my credit card. This credit card expired on September 30, 2021, and I DIDN'T update the new information (new CCV number) to the company on purpose, since I wanted to terminate my policy. Nevertheless, the company continued to ********* bill my credit card, despite the fact that they didn't have my new CCV number, for the amount of $21.16 per month. I noticed this only recently and I immediately cancelled my policy, effective March 1, 2022. Therefore, I request a refund from the company for the period when they were charging ********* my credit card: from October 21 to February 22, which means 5 x 21.16 = $101.80 plus 20% interest, for the total amount of $121.26. I uploaded a one copy of my cc statement, showing an example of this ******* charge

  

  Business response

  03/03/2022

  Dear, *** *****
  
  When you purchased home insurance policy number *******, you authorized Square One Insurance Services Inc. (Square One) to bill the credit card provided for your monthly premium. This authorization remains in effect until you notify us of your decision to cancel the policy or withdraw consent for the card on file. Please note that we contacted you several times regarding your credit card’s expiry. More specifically, we sent emails on 10-Sep-2021, 16-Sep-2021, and 23-Sep-2021. We also made calls on 27-Sep-2021, 28-Oct-2021, 29-Nov-2021, 30-Dec-2021, and 31-Jan-2022.
  
  *** ****, you had several opportunities to notify us of your desire to cancel the policy. Since you didn’t do so, ** allowed the payments to continue because you authorized Square One to process monthly payments against your card. Please see the attached document, which includes screenshots of specific ** web pages on pre-authorized payments. As you’ll see, ** requires you to contact the merchant directly to cancel or discontinue any pre-authorized payments. ** also can provide merchants with updated credit card information on pre-authorized payments.
  
  According to our records, you did not contact us until 1-Mar-2022. Once you did, we cancelled your policy and ceased any further payments against your credit card. We cannot refund you for earned premiums up to 1-Mar-2022, as your policy would have responded if you suffered a loss. If you can provide proof of other insurance during the period in question, then we can request a refund from the underwriter for the overlap period.
  
  Regards,
  
  Daniel

• Initial Complaint

  16/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Square one Insurance I am having a problem with square one home insurance, we pay our insurance monthly . we had a family emergency come up where someone passed away and we had to fly back to *** ********* from ****** ****** in a hurry to help my family deal with funeral etc. upon arriving back to ****** ****** we found our truck was broken into, my husband lost a laptop, and hearing aids an among other things. I files a claim with Square one, the insurance adjustor treats me like I am a ******** telling me to run out an purchase the hearings aid these cost $9000 I don't have that kind of money laying around, *** ******* at me and tells me I am not understanding what she is telling ,me. ********* ***** **** **** ** ******** ***** **** ***

  Customer response

  16/02/2022

  I have opened a claim with them on January 18. Christine called me today ********* at me telling nothing will be paid out as they don't believe claims . Today is Feb 16

  

  Business response

  17/02/2022

  Hello, ******. I'm sorry to learn that your disappointed with your claim. I reviewed your file in detail. ******, you claim is still under review. There are some aspects of the claim that require further investigation, which is keeping in line with policy provisions and conditions. More specifically, we are awaiting a police report and other independent verification of the loss date. One that information is secured, you will be advised of the coverage decision. In your complaint, you request a full refund. Do you wish to cancel your policy? If so, I can arrange for a member of our sales management team to contact you with options. Sincerely, Daniel M*******, President + CEO.

  Customer response

  17/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******* I have a police report I was away due to a death in the family I gave the police my report when we came home .I would like to have this handled we pay for insurance for things that happen out of our control

  

  Business response

  17/02/2022

  Hi, ******. As the handling adjuster and our claims manager advised you, there is a concern that the loss occurred before the policy took effect. To properly evaluate the claim, we need additional information, including a copy of the report directly from the police. In the meantime, we would appreciate your patience. Regards, Daniel.

  Customer response

  18/02/2022

  I have signed  form giving Square one the right to contact the police officer with the case ID and his name and cell phone number. This has been done twice now.
  
  You can let them know this
  
  ******

  

  Business response

  18/02/2022

  Hi, ******. As was explained to you, we require an original copy of the police report directly from the police. ******, all calls at Square One are recorded. As such, I was able to listen to the calls you had with Christine G**** and Rena N******. At no time during the calls was there any *********. I'm sorry but at this point, there's nothing more we can do until we receive the information requested from the police, et al. So, I must ask for your continued patience for just a little bit longer. Regards, Daniel.

  Customer response

  18/02/2022

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

  Customer response

  18/02/2022

  I have sent in all info with police report number etc and they keep telling me they haven't revived it. They do not want to deal with this. My husband's hearing aids were stolen and this insurance company likes to treat their clients like *********. I have sent in everything. I feel I am getting the run around ******* **** ******* ** *** ****** ***

  

  Business response

  01/03/2022

  Further to the correspondence received from your claims adjuster. Our investigation revealed that the hearing aids were lost some time prior to, on, or about December 2, 2021. They were not stolen in January 2022. As such, your claim is denied in accordance with Statutory Condition 9.3.7 *****, which reads: **** ***** ** ********* ***** ********** ** * ********* *********** ** ******** ** *** *********** ******** ***** ********* ********* ***** *********** *** ***** ** *** ****** *** **** *** ************* Please be advised that any action or proceeding against the Insurer in relation to this loss must be commenced within two years from the date of this loss. As this concludes our involvement in the above noted matter, we have proceeded to close our file.

  Customer response

  01/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******* This company is a **** they ****** at people and deny claims ans **** ****** **

• Initial Complaint

  21/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been with Square 1 for approximately 18 months now and for the 1st time since being there needed an extension on my policy so that my payment would go through and not bounce. I emailed them a week in advance spoke to William and explained the situation, they were nice and said not to worry they will push my payment back a week in order to allow it to go through successfully. to my surprise I received notification that the payment had been attempted to come out of my bank and that no extension had been put on my account. I emailed back and spoke with Jas who apologized and said that payment was not suspended and she had gone ahead and suspended it to the date of my original request. I had made my payment a day early thinking everything is fine now only to come home at lunch today to find out that they cancelled my policy on me!!! I emailed to ask why and was given a short smug reply that I did not email them back as confirmation??? Me making my payment was not considered confirmation?? I have kept ALL emails as proof that the mistake lies on their end.

  

  Business response

  21/12/2021

  Hi, ****. I reviewed your file and I see that you updated your credit card on December 8. Unfortunately, the payment attempt on that card failed. Our system then processed the cancellation for non-payment on December 10. The system should have sent you another failed payment email before cancelling the policy. I apologize that it didn't. One of our manager will contact you to collect payment so the policy can be reinstated. Again, sorry for the system error. Regards, Daniel M*******, President + CEO.

  Customer response

  27/12/2021

  
  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,
  
  **** ******

*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. ↩