ComplaintsforMitch Insurance Brokers

• Initial Complaint

  17/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello, In the beginning of November I contacted Mitch Insurance in regards to an insurance inquiry for my vehicle. After 7 days of getting all documents together, all parties agreed on a monthly premium of $650 and some change for a 6-month term. Contracts were signed, pinks slips were received, and I contact the insurance broker to confirm my payment schedule and she emailed me the payment plan. To my surprise, they were able to get my payments to come out on preferred date, BUT, my premium was not $650, it had been increased to $1397.97. Imagine the shock feeling I felt when the premium was increased to more than $700 without even informing me of the change and giving no explanation as to why they increased my already agreed insurance premium higher than the cost of my rent. So, of course I informed them I do not agree with the price, they do not have authorization to take this amount out of my account and ordered cancellation immediately. Broker Meghan S. was able to process cancellation on the insurance policy ordering it for the January 14th, 2023, and documents were sent and signed to finalize cancellation. This early morning of January 17th I woke up to another surprise that this company took the amount of $1397.97 out of my account after the cancellation of policy for a month of insurance I am not insured for. They had absolutely no authorization, and this has now taken 60% of my paycheck I received on January 13th, and preventing my ability to make a payment towards my car, and my new insurance company, effecting my ownership of my vehicle. I can not explain the amount of stress I feel this morning knowing that $1400 has just been ****** out of my account and I have bills to pay. This is not okay and companies need to stop getting away with this, and a faster solution problem needs to be enforced. Sincerely, ******* *******

  Business response

  18/01/2023

  Our client, ******* ***************, contacted our brokerage office on Tuesday, January 17th and spoke with one of our Account Managers to advise that funds had been collected from her account despite her cancellation effective January 13th by her insurance company.  At that time, ******* did request to speak with a manager.  Her complaint was then escalated to me, Theresa W. (Service Manager) for review and action.  I reviewed the file and contacted ******* by telephone to discuss her complaint.  I advised her that we, her broker, did request the cancellation of her ***** Insurance policy on Friday, January 13th.  The cancellation was processed on the same date, January 13th.  I explained to her that the first payment for her policy was scheduled to be withdrawn by ***** Insurance on January 15th, 2023.  I also advised her that when a policy is cancelled within 1-2 business days notice in advance of the payment date, the insurance company is not able to stop the scheduled withdrawal.  I advised her that the payment would clear and later any overpayment would be refunded by the Insurance Company.  I further advised her that if she was not satisfied with this, it was within her right to escalate her consumer complaint to the Ombuds office of ***** Insurance, as the funds transacted were done so by the insurance company and not by us as the broker.  I provided her with the contact information to pursue her consumer complaint through the Ombuds office at ***** Insurance.  

   

  Many thanks,

  Theresa W.

  Customer response

  18/01/2023

  
  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

  12/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business has automatically renewed me for a policy I did not agree to, that’s 3 times the amount of what o should be paying. I’ve called numerous times to cancel, over 10 times over months while they were ******* ** *** like this. I finally called over 10 times in a week leaving messages saying I’m cancelling my policy, and put a stop payment on the company. When they didn’t receive the payment they finally called and said they would cancel my account. There trying to still *** me $460 now. There saying I owe this, and not even explaining why this would be? How could there possibly be a hidden $460 cancellation fee on a overcharged policy I was automatically renewed for with out my ok. When I called the woman said that at most cancellation fees were 10-15$, this company keeps lying and trying to make fake charges and this is after I paid more then triple what I should have been for insurance for 8 months. ***** ***** **** ******. They already owe me $40 because they charged me a $40 nsf charge even though I’m the contract it says the first time it happens there will be no charge. They still haven’t given this money back over a year later, and have the audacity to now ask for more money, instead of being happy with the money they already ****** ** *** charging triple the amount they should have for 8 months.

  Business response

  23/01/2023

  The client, **** ****, contacted our office on May 24, 2022 to discuss his renewal with ****** Insurance.  The renewal was issued by ****** Insurance March 12, 2022 and a copy was received in our office.  A client copy was sent to the insured on March, 24, 2022 via electronic document delivery.  On May 24th, 2022, **** spoke with a broker from our Service Team regarding an NSF that occurred as a result of the revised payment schedule that accompanied his renewal.  ****** Insurance, along with other insurance companies, automatically renew unless a request to cancel is received in writing from the named insured.  When a policy is initiated, a signature is required on the application for insurance to initiate the contractual agreement between the named insured and the insurance company.  A signed cancellation is required in order to terminate the contract for insurance.  During his phone call on May 24th, **** was advised that he had the option to cancel the insurance policy and was advised of the approximate penalty to do so (as determined by ****** Insurance). **** advised that he would consider this option and get back to us with his decision.  He was also advised of an alternate option to suspend road coverage on his vehicle which would reduce the premium for the year.   On May 27, 2022, **** called our office regarding a reimbursement for an NSF fee incurred which we offered to cover in good faith.  The refund of $40 was sent to him on the same date, May 27, 2022.

  We did not receive any additional correspondence from **** until October 5, 2022.  **** left a voicemail advising that he tried to cancel multiple times and had arranged new insurance.  He advised at that time that a stop payment was placed on ****** Insurance for the payments.   One of our service teammates rep**** to **** via text message asking to confirm the date the policy should be cancelled as well as to confirm the date that new insurance was obtained so that the required cancellation form could be sent to him to sign and process.  There is no reply on file to that attempt to clarify this information.

  On November 14, 2022 our office received a notice of cancellation for non-payment from ****** Insurance which was also mailed to **** by Registered Letter.  ****** Insurance outlined in this notice that the policy would be cancelled effective December 12, 2022 unless payment was received.  The letter also confirmed that the premium owing to ****** Insurance for time on risk was $421.58.  This represented the period of time that insurance coverage had been provided for which premium was still owing. A member of our service team did call **** on November 16, 2022 to discuss the non-payment cancellation and **** advised that he was busy and had to end the call.  Our service team member then followed up with an email on the same date.  On December 5, 2022 a follow up reminder was sent via email to ****.  Payment was not received to reinstate the policy, nor was the time on risk payment received by ******.  The policy was cancelled for non-payment of premium on December 12, 2022 at 12:01 am.

  On January 10, 2023, our office sent a notice to **** from ****** Insurance to advise that there was a balance owing to ****** Insurance for Time on Risk (the period for which insurance was provided without payment collected). **** rep**** to that email correspondence advising that he did not wish to be contacted regarding this premium owing.

  Any additional consumer complaint that is related to the cancellation of ****'s policy or regarding premium for time on risk can be escalated to the Ombudsman Office of ****** Insurance.  As the broker, Mitch Insurance has not transacted any premium from ****'s bank account, nor have any rates or premium been decided by the brokerage.

  If **** wishes to escalate this matter to The Ombudsman of ****** Insurance, he can do so via the information below.

  You may reach the Ombudsman’s Office at:
  ****** Insurance Company
  Ombudsman’s Office
  *** ********** ******* ***** ***** ******** ******* *** ***
  *********@******.net
  1-************

   

  Many thanks, 

  Theresa Wicks

   

   

   

   

  Customer response

  23/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: there is no response from the business? They have broken there contract, **** ****** me of thousands of dollars, renewed me to a contract I didn’t agree to or sign off on, did not contact me about it at all, would not contact me back in anytime of way for over 8 months on a contract I said I wanted to cancel and not be part of at all, because the cost makes no sense, and they still just did it and kept going? Then they said they were going to give me money owed because the contract was broken on their part, but they haven’t given me that money either? This is insane, and when I cancelled with a 0 balance, they just sent me a surprise letter saying give us $461 now? This is insane? 
  
  Sincerely,
  
  **** *****

  Customer response

  24/01/2023

  I just received the response from Mitch insurance after I answered the other email. The response is through bbb, and must have came in right after. They did not contact me in anyway when my contract was up, and automatically renewed it with out my permission, they did not send $40 they were suppose to and said they were, I have bank statements proving it, and they were suppose to send me $80 because they did it twice? My bank statement will clearly show this was never received? This is insane? I did not agree to a contract 3 times what I should be paying, called to cancel they said they would call back and never did, I left numerous messages and they never called back? Their letter of **** **** *** dates don’t really matter to me, they even **** about the cancellation policy? They are not sending letters to me address, I have received no letters of any confirmation from the and gave them confirmation of nothing? They say I owe $461 for cancelling? I was never made aware of this arrangement? And they say it’s for time blah blah blah? You can just make stuff up and charge people $461 for nothing? With out telling them any of this information? No, Mitch ****, ***** from me, and would not contact me back to help in any way. They are as responsible as ****** as well, please contact ****** as well, it seems Mitch is trying to pass the buck off to them, and find out what there opinion on the situation is, and we’ll move forward.

  Business response

  24/01/2023

  Following the reply from ****, a review was done with the accountant and confirmed that the refund for $40 as agreed upon in May of 2022 was requested, however was not issued.  While Mitch Insurance was not responsible for the NSF fee incurred, as an act of good faith this has been issued via e-transfer today.  We committed to sending that to ****, and have now satisfied that commitment.   Our sincere apologies for that processing error.

  With respect to the balance of your complaint, the next course of action would be for you to escalate your complaint to the Ombudsman for review and determination.  ****** Insurance issued the renewal as previously mentioned in March of 2022.  Any dispute regarding the premium, payment or funds collected from your account can be further escalated to ****** Insurance Ombudsman as previously advised.  Your BBB escalation and complaint regarding our services as the broker has been investigated by our Management.  The escalation beyond our brokerage with reference to your outstanding complaints about Cancellation, renewal and premium owing after the cancellation is for the office of the Ombudsman to review further.  I would further like to clarify that Mitch Insurance does not transact or collect any funds from the bank account.  The contract for insurance, including the monthly payment plan agreement, is held with ****** Insurance.  The Ombudsman will be able to assist you further with this issue.

  The contact information to pursue that further is below once again for your reference.

  ****** Insurance Company
  Ombudsman’s Office
  *** ********** ******* ***** ***** ******** ******* *** ***
  *********@******.net
  1-************

  Many thanks, 

  Theresa W.

   

  Customer response

  30/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: this company was negligent, and definitely knew I wanted to cancel my policy. They’re ***** and trying to ********* get me charged with a penalty for an oncoming my contract. They **** multiple times, even to bbb in a email that I can easily prove is a ***. They refunded the money because it was owed, not out of good faith, and it’s $80. These people are ***** and ******** and they are the ones who contacted me and handled this file, not ******, that is why these people work with ******. They’re trying to say it’s ****** s fault that they were negligent, ****, *****, and more. It is not. I repeatedly told them I wanted to cancel, over 20 times, and even more messages, left messages that said I’m putting a block payment on the account and I’m cancelling, at least 3 phone messages, and then did this. They called and said my policy was cancelled and the information was in the mail, but it turns out after all this they’re still saying they didn’t know they wanted the policy cancelled? ******* ********* ********* ***** **** ***** ****** *** **** *** ** ** ******* **** ** ****** **** *** ***** ***** ******** ******* ** * ********* *** ********* *** ********** ** *** ****** They knew I wanted to cancel, they knew I was being overcharged, they knew I wanted anyone to call me back to work on this, and try to get something better, and for over 9 months did nothing. They are the ones I went through to get the contract, not ******. I never agreed to any renewal, and when I was ****** from on my last policy, definitely said I did not want to renew. There was nothing owing when I cancelled and now they want $461. No. I can’t cancel? This is wrong 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  29/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ********* * ****** **** ********* ****** ******* **** ******** I joined Mitch Insurance in May of 2022. At the time, I was missing a document that shows the total number of years insured, which without it, increased the rates. On August 10th, I obtained the missing document and called Mitch Insurance to have my policy adjusted accordingly. That day, the agent said she sent it to CAA for the policy adjustment. I was told the adjustment should be completed the same day or the next and would be notified. On August 15th, I sent an email requesting an update with no response, then another on August 18th and received a response on August 19th stating she would follow-up that day and let me know. This is my last communication with the agent. I sent emails on August 30th, no response, September 10th, no response, September 13, no response, September 26th, no response. I've also left voicemails with no responses either. In early September, I contacted a different agent, who was able to text the other agent internally and only received a "no status" and I was told these requests can take up to 15 days. When I state that it's been over 3 times this length, I cannot get an answer and that it's with the other agent. I AM UNABLE to deal directly with CAA since I'm through Mitch Insurance as a broker and need to deal with them, but Mitch Insurance has shut me out completely and will not communicate with me. The agent in question does not seem concerned as I stated in my emails that I will need to send a complaint (no response). I would like the BBB to help me communicate with Mitch Insurance to avoid having to take any legal actions. It appears I'm in a position where CAA won't deal with me because I'm with Mitch insurance and Mitch Insurance won't deal with me because they already received their commission. I'm hoping that with this complaint I can expose the business practices of Mitch insurance and at no cost to me disassociate myself with them and deal directly with CAA.

  Business response

  06/10/2022

  In response to the below complaint, I connected immediately with the complainant in writing and asked them to provide the correspondence history so that I could address their complaint and ensure that the required changes to their policy were processed immediately.  I also confirmed that there would be a review of the file to ensure that steps could be taken to address the lack of response to their attempts to reach our office.  The complainant, our insureds, were cooperative and helpful in providing additional feedback and documentation.  As a result, I was able to connect a broker from our team to complete the changes required back to the original date of contact, August 10, 2022.

  Our broker did communicate the completion of the changes to their policy and subsequent premium refund via telephone call yesterday October 5, 2022 to Mr. ********.  Mr. ******** was pleased with the prompt reply and attention to his escalation.  

  Further, I have scheduled a phone call with Mr. ********, during which I will formally review the interactions and provide a plan to ensure that this does not happen again.  The phone call for that review is scheduled for Friday, October 7th at 12pm.

  I trust that the above satisfies the requirement for follow up.  We are committed to resolution with the complainant and have addressed the communication issues that led to this point.

• Initial Complaint

  16/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We got a quote for car insurance for our son, we were quoted $350.00 per month, they were given all the information required to quote. When the payment letter came it said $510.77. I contacted them immediately where they said they made a mistake. I was also told in writing that when my son got his G license and the ticket came off his record the price would go back down to the $350.00. After he got his G license and the ticket came off they said oh sorry we dont change things mid policy even though they gave that to me in writing. Now they want to charge me a large penalty for cancelling the policy as they provided me with false promises in writing.

  Business response

  17/06/2022

  Business Response /* (1000, 5, 2022/05/20) */ Contact Name and Title: Scott L. Contact Phone: 905-443-0290 Contact Email: ******@*************.com I have tried to reach the customer to discuss and resolve by both email and telephone without any success. Consumer Response /* (3000, 7, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have 1 voice mail and no email from Logan. I tried to call back and only git his voicemail Business Response /* (4000, 9, 2022/06/03) */ This has been resolved with the client.

*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. ↩