ComplaintsforBrokerLink Inc

• Initial Complaint

  10/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have been with ********** insurance through Brokerlink in Midland Ontario. A tree was hit by lightning and fell across our fence and about a quarter acre of our yard and pool. After over 4 months, they paid for the tree removal but the adjuster emailed to say they would get revised prices in spring for the rest of the damage. However, a few weeks later, they cancelled us with no explanation and a few days before Christmas, which forces us to pay more since their delay has made this an “open claim.” I have suggested they keep us until the fence and pool are repaired so it is no longer an open claim - I have emailed this suggestion to the office in midland and to a manager several times with no response. I have been in their office 4 times, and there has never been the same staff there as the previous time.

  Business response

  19/01/2024

  Thank you for bringing this to our attention. After reviewing the issues disclosed by the customer, and confirming with our team, the customer has been contacted and they are satisfied with the result.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a 20 year customer with Brokerlink Insurance Brokers. Recently I bought a new vehicle a 2014 ***** and was given a quote before I bought the vehicle. I was given a quote of $206.00 for my new premium a month. This was bumped up from $ 175.00 a month. I explained to the insurance rep that I was giving my present vehicle to my daughter the 2004 ***** that I would have to have this vehicle stay on my policy till I get a safety check to transfer the vehicle to my daughter. The rep told me that was fine and just notify them when it was done. It took 2 weeks to get in for a safety check and when I called them to notify them the transfer was complete the rep told my premium now was $214.00 a month because it took 2 weeks. At no time was I notified in our conversation that this would effect my original quote. This price is not what I agreed to and the original quote needs to be honored.

  Business response

  23/01/2024

  Thank you for bringing this to our attention. After reviewing the concerns disclosed by the customer, and confirming with our team, the customer has been contacted and they are satisfied with the result. We will continue to be in contact with the customer regarding their insurance policy. 

  Customer response

  23/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have not received any response from Brokerlink.
  
  Sincerely,
  
  **** *******

  Business response

  02/03/2024

  Thank you for bringing this to our attention. After reviewing the issues disclosed by the customer, we have responded directly to the customer and have reached a resolution. 

  Customer response

  02/03/2024

  
  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

  26/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Trying to cancel an insurance policy. There is no contact number that works. Phones just ring out. There is no email address. There is no one to contact them. If you call the claims line they refuse to help and say they only deal with claims not policy changes. ******* ** ********** ********** **********. They became my broker out of no where. No communication or anything. I need this policy cancelled and someone to contact me immediately.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I requested construction insurance for the house we were building. Once the construction done, we had to turn it into a house construction and I had a rental as well. They did not handle my request and created a policy that was Triple my construction insurance. They insured said I had no choice but to take more insurance than I needed. I requested 1M, for the house but they said I needed to stay on a 3M insurance and had to pay. Even thought I have no garage or a lot of personal property but I had to be covered with that. I went from 2,200$ yearly payment to 5,800$. I cancelled my policy and reached out to **********, which gave me an policy of 2,200$. My agent at Brockerlink had sent me a quotes but the mutual company did not enter that on the contract. Now they won't adjust my policy to return the funds that are owing to me. This is also after they cancelled twice my rental policy which I had no insurance on my places. I would like this resolved as they are brushing it off as my fault.

  Business response

  19/09/2023

  Thank you for bringing this to our attention.
  Management has reviewed the customer’s file and contacted the customer directly to discuss their concerns. There were no inaccuracies relating to the customer’s insurance premium and we consider the matter addressed. Should the customer wish to discuss this further, we invite them to contact the manager they corresponded with to escalate their concerns.

• Initial Complaint

  26/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On June 2, 2023 brokerlink advised us we needed a railing in place for back steps by June 30, 2023. We had this installed by June 22, 2023. They responded by stating this was not good enough they wanted the door blocked and stairs replaced so they would have to look at other providers by the 15th of July. On July 6, 2023 they took $217 from our bank despite cancellation with us. On July 14th, 2023 at lunch they advised us they had made mistakes and owed us $974 by over charging us and that we had less than 24 hours to find an insurance company or risk loosing our house. They still have not refunded us the $974.

  Customer response

  25/08/2023

  We did hear from the insurance company. All they said is they are refusing to pay the full amount stated in the email. They will only provide a third of what was promised. They are aware the 24 hour notice was illegal and left us being charged by another insurance company for approximately $400 without a signature because they didn't provide anytime for us to get a new provider properly. They also don't care of the payments we needed to pay for items to the house that were not actually needed as they were cancelling us anyway.
  Altogether because of this ladies error we are out $1,500 (over the $300 they gave) and they don't care. Stated not their fault she made so many errors. They are only willing to provide $300.
  
  Thank-you,

  Business response

  29/08/2023

  We have reviewed the concerns expressed by our customers and have reached out to rectify the situation. Our aim is to work with our customers to provide a positive experience. We can report that the situation has been resolved to the best of our ability and an explanation has been provided to the client along with supporting documentation.

  Customer response

  29/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: they did not give us adequate time to find new insurance or reimburse appropriately for work that they said must be done to the property to remain insured or refund us the promised $900 just stating the original representative was wrong.
  
  Sincerely,
  
  ******* *****

  Business response

  14/09/2023

  From our review of the customer’s file, management provided a clear understanding of the situation to the customer. No errors were found, and the customer received a refund in the correct amount for their insurance policy. Should the customer remain dissatisfied, they have the option of escalating their concerns. If they choose to do, we invite them to contact the manager they corresponded with for this request. 

• Initial Complaint

  31/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Brokerlink is our brokerage and our Insurance is with ****** *********  *** **** **********. In May 2022 ** ******* **** we didn't receive our new insurance card so our insurance was about 2 weeks expired despite being on automatic renewal. When we called we were told it was a clerical error, we did have insurance, they emailed us a temporary proof of insurance and assured us the permanent one would be in the mail. **** ******* ** October 2022 we still didn't receive the card. Come to find out they had accidentally cancelled our insurance policy in May 2022. ** ****** ** *** **** *** *** **** ***** *** **** **** ** ** ******** ***** ** ****** *** ********* *** **** ******** **** ******** We never received any notification by phone, email or mail, despite them having all of our up to date contact information. So for the past 5 month we have been driving around with no insurance. *** *************** *** **** ** ************** *** ********** *** ** ** *** ********* *********** ******** our new insurance needs a letter from ****** stating that the gap in insurance is not our fault. ****** says it must be provided by Brokerlink. Brokerlink is not responding to my emails and when I call I'm told they will call me back and don't or I just stay on hold.

  Customer response

  01/11/2022

  The issue has been resolved. Thank you

*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. ↩