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:31/03/2023

  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.

  Filed an insurance claim with this insurance company for a vandalism bumper/ glass claim and have been paying for over 1 year now on time. Read over my policy which shows it should be covered. I have been going in circles with misinformation and unprofessional agents along with my adjustor who has no clue about the claim. Seems more of a ********** insurance company collecting insurance premiums but not paying out.

  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.

• Initial Complaint

  Date:24/03/2023

  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 am deeply frustrated with the handling of my insurance claim for a hit and run incident involving my brand new car. The claim was filed in December 2022, but I have had difficulty getting in touch with my adjuster, ******** *********, through email and phone. The lack of communication has caused inconvenience for both me and the bodyshop where my car is currently being repaired. Despite informing the insurance company about additional damages found during repairs, there was no response on the coverage of the new estimate, and I had to wait for days for any updates or information about my claim. When I finally managed to get in touch with *** *********, she told me that my new estimate was rejected due to wear and tear on the car. However, as a brand new car with less than 5000km, there should not be any wear and tear. She confirmed that I was correct and that the appraiser should approve the estimate. However, I was extremely surprised and disappointed when *** ********* responded to my email with the following statement: "The answer was no. We do not pay for any additional costs/paint jobs etc. that may be a luxury. You can color match pretty well with a spray can automotive paint at ******** ****." This response is completely unacceptable and shows a lack of empathy and understanding towards your customers. The delay in communication and resolution of my claim has caused me great inconvenience, as I have been without my car for over a month and have had to rely on a rental car that is about to expire. I trust that the company will take the necessary steps to address these issues promptly and professionally, and I expect a satisfactory resolution to my claim. Claim number: *******

  Business Response

  Date: 30/03/2023

  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:24/03/2023

  Type:Service or Repair 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.

  Since October 2022, when I had a car accident, hitting a deer, I am trying to have my car fixed using my insurance from Economical Insurance. They never acted according to our contract, not approving the quotation in 7 days. I am still waiting for my car to be fixed. Every time that I asked for an update they did not answer the question properly. I have been without my car fort over than 4 months. I am paying my insurance, even the collision, since that day. I hadn't been treated with respect when I tried to contact by phone. They always pushed back to *** saying they are not fixing my car, when the delay is always with them not approving the quotation. I want help, please to solve it.

  Business Response

  Date: 30/03/2023

  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:13/03/2023

  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 subscribed to a car insurance and paid all premiums on time for almost 4 years. I was involved in a car crash on November 9th. I contacted my insurer on November 10th by phone, who took procession of the car (towed right after the accident) the next day (despite promising me that they would wait until 3 days later for me to empty the car, resulting in me having to drive across town and loosing a pair of 600$ sun glasses, which where by then nowhere to be found). While I was initially told that a claim manager would be in touch shortly, I eventually had to find his number and call him directly to finally be able to open the claim a week later (November 18th). He informed me that my car was considered a total loss and asked me to send the purchase contract in order to estimate the value (in the context of a replacement value option I had also subscribed to), which I did on the same day (November 18th). Economical insurance or my claim manager, Mr. Ly J. have not contacted me since then, either by mail, phone or email. I have tried to contact Mr J. by phone on multiple occasions, leaving voicemails and sending an email on December 16th, without any answer back. To my knowledge, **** ******, which is financing my car, has not been notified of the total loss and I am still paying the monthly paiements. I have received a renewal notice from economical for my car insurance, despite the car being considered a total loss, forced to continue paying the premiums to make sure I am not putting myself at risk of putting myself into a situation where I would not be considered insured anymore for the accident. As of this week (March 6th), I have not been compensated nor contacted by economical insurance and have learned that the car rental company they referred me to has reached the maximal amount of what Economical allows them to rent to one of their customer.

  Business Response

  Date: 14/03/2023

  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:09/03/2023

  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.

  In 2018 there was a wind storm and our roof leaked. Called insurance and they said they would send someone out - someone came and told us not to file a claim that rain came in through the whirly bird on the roof. We did not make a claim through the insurance. On May 15th I had my roof replaced at my cost direct to contractor. This year, we changed house insurance and came to find out the Economical Insurance put a $62 charge against the visit. They did not tell us that this would be noted as a CLAIM on our insurance. Why is this showing 3 years later as a wind damage claim? I called the insurance company today and asked why this is showing as a claim when there was never any repairs or otherwise provided by Economical and this was in 2018. They stated that this was not a claim - I do have a copy of the HITS report showing the claim. Is there something that can be done?

  Business Response

  Date: 14/03/2023

  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:06/03/2023

  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.

  This is regarding claim number *******. I got into a car accident in which I was driving straight through a green light and was hit by a car turning left coming from the opposite direction. Economical Insurance immediately said that I was at fault without hearing my testimony. They got in touch to ask that I release the car from the auto shop where it was being held. When I tried to get in touch to provide my testimony or to ask questions about the release of the car, they did not get back to me. I have been trying to get in touch with them for almost two months now to discuss my testimony, timelines, get the appraisal done, and so forth, but they are impossible to reach by email and by phone. No inspection/appraisal of the damage has taken place after almost two months, and I'm unable to get through to them. I had a rental car which was originally approved by them, but I returned the car (despite still not having my car back) because I was unable to get details on how long I could keep the car and I was afraid that I'd have to pay for it out of pocket. While all of this is happening, they are continuing to collect regular insurance payments. The people that I was dealing with initially were Neha S.(a customer service representative) and Ayodeji O. (the adjuster).

  Business Response

  Date: 14/03/2023

  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:24/02/2023

  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 am a senior citizen, who purchased in 1997 a new ********* ****** truck. On July 13, 2022, my truck was damaged in an accident. **** in two letters confirmed that I was not at fault and advised me to arrange to have my vehicle repaired. I had insurance with **** (basic coverage) and with ****** ********* ********* Inc. (extended coverage). **** told me to make repair arrangements through ****** ********* with the cost of the repair to be subrogated to ****. ****** ********* did not act upon the request to have my vehicle repaired. To keep the policies in good standing, I have continued to pay the **** and ****** ********* premiums following the date of the accident. ****** ********* asked me to provide evidence supporting the value of my vehicle with the recommendation that I submit information on four comparable vehicles. I provided values for six comparable vehicles which ranged from USD$24,990 to USD$33,750. ****** ********* refused to accept the vehicles provided as comparables. On January 11, 2023, ****** ********* provided a letter stating that based on its estimate of the value of my vehicle of CAD$9,648.80 and its CAD$8,712.30 estimated cost of repairing my vehicle, it is a total loss. ****** ********* indicated that the matter must be resolved via arbitration and that I would have to bear one-half of the CAD$840 cost. I would also be responsible for any storage fees or rental expenses as of the January 11, 2023 date of the letter until such time as the dispute resolution process was finalized. Given the replacement cost of CAD$30,000-40,000 exceeds the estimated repair cost of CAD$8,712.30, I would like to have the vehicle repaired. I would also like to be reimbursed for the amount of the insurance premiums I have paid on my vehicle since the date of the accident. I should not be responsible for any costs proposed by ****** ********* given my attempts to resolve this matter.

  As outlined in the Complaint, Economical Insurance is not repairing my vehicle or settling my insurance claim and has indicated its intent to charge me for storage for my damaged vehicle. I have a secure facility where I live and would prefer the vehicle be stored there as long as it would not prejudice my claim. Please convey that request if you can?

  Business Response

  Date: 14/03/2023

  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 contacted
  for further information.

• Initial Complaint

  Date:24/02/2023

  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.

  Early September I filed a claim with economical as someone had struck my vehicle. They denied my legal right to choose who repaired my vehicle. The repair was very poorly conducted. The shop yelled at me when I wanted to have the issues rectified. The insurance agreed to have it sent to an alternate location. The alternate location is unable to repair the vehicle to it's original condition and are attempting to leave it at that. My adjuster has attempted to escalate, her team and the ombud of economical have l*** ** *** failed to meet dates and broke promises made. I have records of all of it. I believe my car should be repaired to the state it was in prior to being struck. Please contact me regarding this, I have about a hundred emails, literally, describing all the backing out of promises that's occurred. Best, ****

  Business Response

  Date: 08/03/2023

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

• Initial Complaint

  Date:23/01/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 insurance will not get back to me about my claim they have had my vehicle getting fixed for over 6 months with no answers I can never get ahold of anyone and they will not return phone calls this company is definitely understaffed and do not care about customer service I have had to file in small claims court against them for the distress they have caused me over the last 6 months I highly recommend staying far away from this insurance company.

  Business Response

  Date: 24/01/2023

  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: 24/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The company economical insurance has NOT contacted me directly or indirectly. ****** ********** ****. **********
  Sincerely,
  
  ****** ****

  Business Response

  Date: 27/01/2023

  Customer will be contacted today by the Claims Department to further discuss concerns

  Customer Answer

  Date: 03/02/2023

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

  I have not been contacted by economical insurance for over 6 months with no communication I have lost work because my vehicle is sitting waiting for approval waiting for adjuster to communicate with the repair shop but there on vacation and parental leave!!! every time I try to contact them I get a different story the emotional distress this company has caused my family is unacceptable *** * **** ** ****** ***** ****** ******* ****.  

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

• Initial Complaint

  Date:08/01/2023

  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 was insured with Economical insurance and cancelled my policy in writing back in August 2022 however the company continues to withdraw payments, totaling over 500, the last withdrawal was yesterday January 4 2023 even though I received a paper the same day from the broker company proving that the policy is canceled. I would like to be reimbursed all the money withdrawn plus interest charges and NSF fees and inconveniences.

  Business Response

  Date: 09/01/2023

  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: 09/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  the company continues to withdraw funds from my account without any authorization, the last occasion being $104.52 on January 4, 2023.

  Furthermore, nothing has been received in terms of any reimbursement from previous months of unauthorized withdrawals. I am paying for two insurances on my car from two different companies against my will *** **** ** ********* ******l!!!
  Sincerely,
  
  ***** *****

  Business Response

  Date: 31/01/2023

  Customer has been contacted and the matter has been resolved.