ComplaintsforZipsure

• Initial Complaint

  25/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Moving into an apt building in Aug 2020 - they recommended ZipSure for apt insurance & I signed up for $15.66 month auto online pmt. Three years later I submitted an insurance claim to pay apt building for water damage accident, and discovered their name changed. As i tried to sign in, I had to reset password as ZipSure became ******** *******. To my shock ******** listed my deductible as $2000. Who'd ever buy that apt plan? How can I see deductible back in 2020 when my awareness was current as I signed up? I am wondering how they can raise deductible without ever contacting me. Advice, with thanks! ***** *****

• Initial Complaint

  28/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I wasnt aware that my monthly payment did not go through and received a cancelation warning email. I immediately went online to pay it and their site is not working. I've called them about 12 times now and no answer. According to them I have half an hour to pay this off now or they will cancel my policy. Hard to pay anything when nobody is responding. I've left four emails, two voicemails and still no response.

  Business response

  08/03/2022

  Good morning *******,

   We have received your complaint with the BBB and would like to address your concerns.

   Zipsure is a 100% month to month, online digital company and we rely on emails for communication. This is to keep customers premiums lower. All customer payments are due on the 1st of each month. Customers with returned payments due to NSF or bank information errors have until the last business day to replace their payment and fees.

   On February 28th, 2022, the financial institution we use for our business banking was down due to technical issues as well as the link we provide for you to make a payment through our portal.

  We were emailing with you as much as possible as we were very busy and worked late to make sure we took care of our customers the same day. We accepted your payment manually and had your policy reinstated on this day. 

  We hope this addresses your concerns. Your policy remains active and your payment that was due on February 1st was accepted by email money transfer on February 28, 2022.

  Please let me know if you have any questions.

  Thank you

  
  

  ZipSure Admin Team

• Initial Complaint

  21/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My son was a client of Zipsure Insurance for his apartment / tenant insurance for 1 year. He cancelled the policy and requested refunds of his last 2 months fees (as they had taken the pre payment for the month after he moved out before he cancelled). The cancellation request was made August 30 2021, requesting refunds for September and October 2021. Zipsure indicated he would receive both within 4-6 weeks. On October 25, 2021 we learned the cheque had been sent to the apartment he no longer occupied and we were told another cheque would be written and received in 4-6 weeks at our home address. On December 21, 2021 we contacted Zipsure again and were told another cheque would be written and sent immediately to our home address. It is now January 21, 2022, and still no sign of any of these cheques! I tried messaging them again via email yesterday. There is no other way to contact Zipsure than through their support email, which is obviously not working, I called their 1-800 and left a message for someone to call me back, no reply. Very poor service, the amount of the refund is not significant, but it is the principal of the poor service that is disgusting.

  Business response

  07/02/2022

  Hello,

   We have received a letter from BBB today regarding a refund for ***** *******. This complaint was made by his mother who has not had a policy with us. We have sent 2 refunds to an address ***** provided when he canceled his policy. These refunds were returned due to an incorrect address. I have personally resent both refunds to the correct address that ******* **** has sent to the accounting department and the support team on Wednesday February 2nd, 2022. 

  Please let us know if you require any other information about this dispute.

  Thank you

  *******

  Accounts Receive Administrator 
  

  ZipSure Admin Team

  Customer response

  07/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16659284, and find that this resolution is satisfactory to me. 

  We have received the refunds as of last week, but I would like it noted that the person who sent the response on behalf of Zipsure (*******) was incorrect in her details.  I had given the correct address to Zipsure for the refund cheques (as shown in the email chain I forwarded when I initiated the complaint) on October 26, 2021, again on December 21, 2021 and again on January 21, 2022.  ***** was not asked to provide a forwarding address when he cancelled the policy on August 30, 2021, which should have alleviated this whole process.  I know this because it was me who cancelled his policy, ***** has had no contact with Zipsure throughout this entire process.  Please forward this response to Zipsure as they should put an operatingprocedure in place as to not cause other clients to have to endure this type of incompetence.

  Thank you to BBB for looking into this as I am quite sure we would still be waiting for refunds if not for you stepping in.  Sincerely, ******* **** (on behalf of ***** *******)

*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. ↩