Complaints

This profile includes complaints for Definity Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Definity Insurance

  111 Westmount Rd S PO Box 2000 Waterloo, ON N2J 4S4

• 

  Definity Insurance

  590 Riverbend Dr Kitchener, ON N2K 3S2

• 

  Definity Insurance

  1500 - 5255 Yonge St. North York, ON M2N 6P4

• 

  Definity Insurance

  750-120 King St W Hamilton, ON L8P 4V2

• 

  Definity Insurance

  1900 1055 West Georgia St. PO Box 1112 Vancouver, BC V6E 3P3

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:15/12/2023

  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 got rear ended and filed a claim on July21 2023.My car was unsafe to drive so I followed up on my claim Aug14 to see if I could get a rental/update on my claim. I spoke with ***** *** and she got me my rental Aug 16 and was toldit was good for30 days.She let me know where my car can be brought for an estimate to find out next step.I drove my car to the repair place and there was no appointment set up so I had to go home. Tow truck got my car to take to repair shop Sept 1 and the repair place called me September2 to tell me it had been written off. (still no communication from definity) In between all this I had phoned/emailed them multiple times did not get any response.I got transferred to 2different new brokers who did not have any idea what was going on.There was no communication to return the rental car either.I brought the car back Sept 20th after finally getting a hold of someone. Sept 22 ***** ****** took over my claim and phoned me to tell me my car was written off(20 days later !). I let her know that I had just done some repairs totaling over $3000 sent her the receipts while on the phone with her she let me know only $1500 of this would qualify, out of that $394 was added to my offer( she said due to duration of wear)These repair were done in May 17and April 17, so 3 months of wear.I asked if these went back to the date of the accident as we were now in October and that is a long time of extra wear being taken off. I was trying to understand how they would deduct so much she kept telling me the computer does it all and never answered my question. She went back and forth on whether or not the one repair was entered. at this point I am tired of fighting so I signed the offer after being told they could do a $500 customer service add on because my claim was more than $10k. Nov 23 I signed the paperwork.I have followed up with 2 phone calls and multiple emails with no contact.Today Dec11 I am still waiting.

  Business Response

  Date: 18/12/2023

  Thank you for the inquiry, the customer has been contacted and a leader has been notified to address this matter directly with the customer.

• Initial Complaint

  Date:18/10/2023

  Type:Customer Service 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.

  My vehicle was insured with ****** Insurance and I reported an accident to them in April. There is only one autobody shop in my town and they were not able to complete the repairs until August. The shop required that I pay the repairs upfront and submit the receipts to ****** Insurance for reimbursement. I did this and have yet to be reimbursed. The rep said at one point that they would only reimburse me for part of the repairs due to the high cost of the labour and the use of factory parts rather than after market parts. When I questioned as to where that had been stated in my policy, he said he needed approval from his supervisor to reimburse for more and he thought it wouldn't be a problem, especially since there had only been one shop in my town. Since then I have repeatedly called and emailed the rep with no response. Currently I have not been reimbursed for the repairs which were supposed to have been covered by my insurance.

  Business Response

  Date: 20/10/2023

  Thank you for the inquiry, the customer has been contacted and a leader has been notified to address this matter directly with the customer

• Initial Complaint

  Date:19/09/2023

  Type:Customer Service 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.

  In December 2021 I was involved in a collision that was not my fault, I submitted the claim promptly to my broker who opened a claim. I was advised from the adjuster that I should use their recommended mechanic to repair as they can assist better for issues down the road. With covid / personal health issues, my car barely was driven. At current it is under 23,000 KM. Upon increasing my driving I noticed a clunking sound from my front drivers tire which was the area that was hit. In July I reached out to the adjusted they advised I needed to go to their mechanic to have it fixed. Upon doing that I was advised I needed an inspection to validate it was from the accident. I took my car to both the manufacturer as well as *** ***** mechanic for review and the consensus was the damage was from the accident and was not properly repaired. Since July 2023 I have been trying to reach my adjuster to get the claim reopened so it can be repaired and upon countless efforts my adjuster has not called me back. I have been with this insurance company for over 15 years with no at fault claims. I have been provided lower rates but maintained my loyalty. If this is not resolved and my car not repaired I will be pulling my insurance and my family has agreed to yank their policies at renewal as well which would result in approximately 20-30k loss revenue for them. I urge resolution to prevent this from escalating.

  Business Response

  Date: 21/09/2023

  Thank you for the inquiry, the customer has been contacted and a leader has been notified to address this matter directly with the customer.

• Initial Complaint

  Date:15/09/2023

  Type:Customer Service 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 gotten into a car accident with a rental vehicle in Nov 2022. In Jan 2023 I received an invoice for damage from the rental company, but with my insurance (****** insurance underwritten by definity) I was told that I would only have to pay my deductible. I call my insurance, they gather information, get in touch with the rental company. The rental company has been asking for 7 months now for an offer and there has been little to no contact with my adjuster at definity. The Rental company is now reaching out to me for damages when I was covered and told by my insurance that I would only need ot pay the deductible.

  Business Response

  Date: 18/09/2023

  Thank you for the inquiry, the customer has been contacted and a leader has been notified to address this matter directly with the customer.

• Initial Complaint

  Date:21/07/2023

  Type:Customer Service 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.

  Last year I had an accident and economical insurance sent me to the trusted car body shop to fix my car. After 6-7 months I had issue with my trunk door where the accident happened and it did not open or close with remote control and the bottom inside the ca properly. It was on and off and also I did not have time to go the body shop. Last month I went to body shop regarding this issue because it supposed to be life warranty. They took picture and sent it to the insurance. The insurance did not accept it and they said it is not related to fixing. If it is not related, why it is like this. I have not had any accident or damage to my car . I have this car for 7 years and this is the only accident that I ever had. I went to another body shop where also works with economical insurance and did show them the invoice from the body shop who repaired my car. The second body shop mentioned to me that according to this invoice the put brand new tailgate for your car and it is related to their fixing. I called again many times and sent several email to the person in charge(*** * *******). Every time she told me that waiting for the appraisal team for update. I found this person supervisor ( **** ***) in order to make the complaint , but the supervisor told me that the person in charge of your claim in working in it. I called them after and sent email since last 2 weeks , but they are responsible . So, I need them to fix my car Claim number: *******

  Business Response

  Date: 21/07/2023

  Thank you for the inquiry, the customer has been contacted and a leader has been notified to address this matter directly with the customer.

  Customer Answer

  Date: 21/07/2023

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

  it is more than 2 weeks that calling and sending email and received  the same answer after 2 weeks.I have ******** the last response from the claim team.
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 25/07/2023

  I am sorry to hear about your experience however our complaint handling protocol requires that the appropriate steps are followed. Your complaint has been forwarded to a Leader within the claims department who has spoken with you regarding your concerns. If you remain unsatisfied with the decision by the business unit, and after receiving a position letter from them, please do not hesitate to contact our office who will then investigate as an Office of the Ombudsperson complaint.

  Customer Answer

  Date: 02/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and needs to wait until they evaluate my car on August 15 th.
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 21/08/2023

  The insured's concerns continue to be investigated and reviewed by the Claims Leadership team at this time who will continue working with the insured

  Customer Answer

  Date: 08/09/2023

  I am rejecting this response because:

  The supervisor of the claim( **** ***) supposed to send me the formal letter regarding my claim which was not accepted by the company , also my car is not fixed yet.

  they asked me to submit a new claim, but that one is still pending, and I am waiting for them.

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

  Business Response

  Date: 13/09/2023

  This matter is under review by the claims department, per the complaint protocol established by the insurer

  Customer Answer

  Date: 13/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  My car is not fixed yet, and nobody is responsible.
  Sincerely,
  
  **** *********

  Business Response

  Date: 15/09/2023

  Claims leader has made efforts to contact the customer. We encourage the customer to reach out to the claims department directly with any further concerns

  Customer Answer

  Date: 27/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
    I am still waiting to fix my car, and have not received any update .
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:05/07/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 made a claim with my insurance company as my car was hit. They first agreed to pay out . After approximately a week they changed their mind and said both rental and car would no longer be paid as they were launching an investigation. The investigation was ongoing for months and months.. I was barely able to contact anyone, left multiple messages, emails. They then did and claimed the way the wheels were turned made it seem like I had lied (I didn’t and how the wheels were was proof of nothing) they then wanted to do a more in-depth investigation . I contacted a lawyer - they within 24 hours emailed me saying “never mind, we will pay out for both rental and car” The garage had been trying to get in contact nearly every day . No one answers or emails back. Definity changed representatives on me three times in the mean time . Each barely answering. Recently a rep claimed she had paid out for both rental fee and for car damages. The garage insist they have not even been in contact no matter how much they’ve tried. ** * *** ********* **** ** **. Now again I’m trying to get in contact to find out who they sent this magical money to (via email as they will not call me) I’m baffled !

  Business Response

  Date: 07/07/2023

  The Office of the Ombudsperson has been advised that the leader has been in contact; as there remains a disagreement over the position, our office will be completing a formal review. The customer has been notified accordingly.

  Customer Answer

  Date: 07/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,  no one has been in contact with me as stated in your response .  Could you please provide proof of such correspondence?
   Thank you, 

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

  Business Response

  Date: 17/07/2023

  The customer has been notified on July 7, 2023 by email and today, July 17, 2023 to confirm if they would like for the Ombuds office to formally review their complaint. 

  Customer Answer

  Date: 23/07/2023

  
  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

  Date:15/06/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 april 4 /2023 i made a payment in error of 431.00 to economical insurance needless to say after numerous attempts to get my money back i have yet to receive it ....my bank opened up an investigation on their end .. unfortunately no response from them after numerous faxes and emails ....please help thank you

  Business Response

  Date: 23/06/2023

  Thank you for the inquiry, the customer has been contacted and a leader has been notified to address this matter directly with the customer.

  Customer Answer

  Date: 23/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:no one has contacted me or reached out .....its been long enough time to settle this ....send me a cheque please
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 28/06/2023

  The customer was contacted via email on Friday June 23rd and a reply from the customer was received on Friday June 23rd. Request for further information was sent on Monday June 26th. 

  Customer Answer

  Date: 29/06/2023

  
  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

  Date:28/04/2023

  Type:Customer Service 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.

  Economical Claim Number ******* Following a car accident last week, my car was dropped off by a towing truck at the dealership. I have reported the collision and it was indicated that I’m not at fault. I talked to "Laura F." from Economical who got assigned to my case and since then no one call me back and sent someone from Economical to check the car to allow the shop to start fixing it. From the review I check online with Economical I see the some people have to wait 1.5 month which is unacceptable. I need manager from Economical to contact me and finalize approving fixing the car. Economical asking me to may $2500 deductible which one one ask for this in Ontario, Economical also want me to cover HST tax amount which on insurance company do in Ontario !!!! Thank you ***** ***** ** ***** ********

  Business Response

  Date: 28/04/2023

  Thank you for the inquiry, the customer has been contacted and a leader has been notified to address this matter directly with the customer

• Initial Complaint

  Date:18/04/2023

  Type:Customer Service 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 involved in a hit and run few weeks ago. I contacted Economical Insurance where they assigned and adjuster to handle the claim. The adjuster has never got back to me with all my phone calls and emails. Customer service then assigned another adjuster who also not once took any phone calls and not answered numerous emails and phone messages. After weeks of this and my vehicle not being fixed they assigned a supervisor who said he would get it resolved. Now the supervisor also will not answer numerous messages and emails and my car rental is up leaving us in limbo. He will also not take phone calls from the repair garage to get things moving along. I have filed with their Ombudsmans office but have not received a response. I have paid them insurance for years and years. And now there is a claim and I have not had my car fixed for weeks and they have not sent anyone to the repair shop to approve the work, nor do they call me. At this point I am being told that my only option may be to seek legal councel and sue for breach of contract. **** ** *** ***** ********* ******* * **** **** *** *** ********* ** ******* ***** **** **** ** ***** ******** ***************************************************************************

  Business Response

  Date: 17/05/2023

  Thank you for the inquiry, the customer has been contacted and a leader has been notified to address this matter directly with the customer.
  
  

• Initial Complaint

  Date:17/04/2023

  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 have been with this insurance for almost a year. I have had trouble making the payments at thr beginning of the month due to other bills coming out before the insurance. So to make everyone's like supposedly easier I changed my payment date from the 4th to the 11th (one week later). I was in shock then following month to be charged double the payment due to the change in dates. I was not informed this was going to happen, nor was I prepared for that to happen so of course it bounced and I was charged 45.00. I called to find out why and due to thr change the charge was double. I never heard tell of this and usually if I was having my end date change and they needed another payment that is always at the end of thr payment schedule for 99,% of the companies. Either way I advised them I did not know this payment was going to be doubled nor was I prepared this month to have that extra money laying around. The person on the phone was beyond useless.in providing anything g helpful or to even attempt to provide customer service that was reasonable. They said basically it would just try to.come out again. I explained it will bounce again and that would be another 45 I don't have. Since this is their error I want my 45 back and payments to go back to 102 we will deal with the additional at the end. She provided no support and she rudely said my broker needs to be the one calling. My settlement is for them to remove me from automatic payments I will make the payments to them myself when I receive the bill every month so that it is clearly stated how much and when and why (until my renewal date which I will not be renewing) And the biggest thing is I want the 45.00 back or deducted from what I owe them. This mistake is on them for not informing me of this change so that I could of called before the payment can out and the NSF fee would not of happened.

  Business Response

  Date: 17/04/2023

  Thank you for the inquiry, the customer has been contacted and a leader has been notified to address this matter directly with the customer.

  Customer Answer

  Date: 17/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  My problem was not solved and now told a 25 fee will be added since I stopped payment so that I would not be charged ANOTHER 45.00. No word on my 45.00 that I still expect back and thay is being completely ignored about. I do not plan on dropping it. Absolutely no resolution or customer service at all. Still an unhappy customer with not one bit of this company trying just. Alot of no.  I will now be happy to be able to end my contract early with no penalties and be done with this ccompany. 

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

  Business Response

  Date: 25/04/2023

  The Office of the Ombudsperson has been advised that the leader has been in contact; as there remains a disagreement over the position, we have offered the insured the option of a formal review by our office.