Complaints

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:20/01/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 filing this complaint regarding the poor service and lack of accountability from ******, my insurance broker. I recently ordered a copy of my Autoplus report and discovered an error showing a gap in my auto insurance history from *********, which is incorrect. Since only the insurance company can correct this, I contacted ****** and provided all the necessary information, including a screenshot of the report, asking them to reach out to ******** on my behalf.Despite my clear request and the urgency of the matter, ****** has failed to take any action or provide me with proof that theyve initiated the process. Furthermore, I have received no updates or communication about the status of my issue, leaving me to handle the stress and uncertainty of an unresolved error in my insurance history.This lack of professionalism and disregard for customer concerns is unacceptable. Their inaction could have significant consequences for my insurance record, and I am deeply frustrated with their failure to fulfill a basic responsibility as my broker.I am requesting that ****** immediately contact ******** to resolve the error in my insurance history and provide me with proof of their communication. Additionally, I expect a formal apology and assurance that similar issues will be handled with greater care in the future.

• Initial Complaint

  Date:30/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased insurance through Inova and they brokered me insurance through one company with the promise of coverage of accident forgiveness if anything were to happen. Unfortunately, there was an accident which is the first on my record and it was entire ordeal and horrible experience getting any information. I was told insurance would still have the no at fault coverage being honored for following year of insurance. Since then, the company they brokered me to wont do insurance anymore and so they claim they shopped and could only place me with one provider and that provider is supposedly honouring my no at fault record and yet my insurance is now more than when I had two vehicles. Its almost double the single vehicle policy previously. They will not help resolve anything for this matter.

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 name is *** ****** and i am a client with INOVA insurance brokers since 2019 In 2021 i moved out to a new place were i called INOVA to make changes to my policy including changing my Address , during which i asked the agent on the phone to remove my ex wife name from my policy as we no longer live together since October 2021 Fast forward to june 2024 i was going through an insurance claim were i found out that my ex wifes name still on my policy , to make things worse , my insurance company refuse to pay me settlement and close the claim until i get my wife consent whom she no longer live here with me and we lost contact I Called inova first time in june to address the problem , after waiting 1.5 hours in line and he put me another ************************************************************************************************ 2021 and he can confirm that i did asked for her name to be removed i also told them that i live alone now , therefore the issue is fixed and it will take few days for my ex wifes name to be removed 2 weeks later no change ! I called again and explained the situation to another agent and he said that the first guy went through the wrong procedure and he himself will fix it for good this time 3 weeks later i called again and i spoke with a female agent this time , she expressed her regret that this is happening ; she said the issue will be fixed the week after it only needs a manager approve she also gave me an extension number to call so i dont have to wait in line every time i call 4 weeks later nothing happened , my ex wife name still there and my claim still on hold i called again this morning and the lady took my information and told me a manager would call and hear my complaint but no one reached out 3 months later and over 10 calls, INOVA coudln't fix this , out of 10 calls i attempt for that extention number they answer 1 and the rest straight to voicemail. I want my ex wife removed from my policy pleaseeeeeeee

• Initial Complaint

  Date:06/06/2024

  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.

  On May 9th I got quote for car and home insurance. I was told it would be valid for 30 days. On June 3rd I contacted them to accept the offer but was told the price went up by $588. They told me they would contact actual insurance company for correct quote. On June 6th they came back with even higher price! I want them to honor their initial offer (they sent me email with the price).

  Business Response

  Date: 18/06/2024

  We have reached out multiple times to the customer to discuss and resolve their concern and provide options, however, we have not received any response.

  Business Response

  Date: 18/06/2024

  Hello, we received the second notice and have replied to the original complaint notice today. Please note, we did reach out to the customer multiple times beginning on June 12th but have heard no response. 

  Customer Answer

  Date: 18/06/2024

  They contacted me by email and gave explanations on why rate was increased TWICE. It sounds fishy to me but I will accept their answer and will never deal with this company in the future - i don't buy their explanations.

  Thanks!

• Initial Complaint

  Date:20/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 noticed at the time of renewal that my rates increased by approximately 50%. Of course, that is unacceptable. But you cannot talk to anyone about the rate increase without being placed on hold for 1-2 hours. I recently sold one of our cars and have to contact Inova to cancel the coverage. I had to try 3 times before speaking to someone, only to find out I have to be trnsferred to a different department and my hold will be "more than an hour and 10 minutes". This is unacceptable! It has been going on for at least 2 years and had not improved. My only option it to go on line and do their job for them, and pay them for the non-service. I'm done with this and want to change insurance brokers and company.

• Initial Complaint

  Date:06/04/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 March 15, 2024, I contacted Inova Insurance to discuss adding tenant insurance for a newly acquired condo unit, clearly stating my wish to retain existing coverage for my primary residence, with the only changes being the addition of the new property and inclusion of my wife's name on the policy. Despite assurances that a quote would be provided promptly, subsequent follow-up on my part revealed no communication had been made regarding my request.On March 21, 2024, after receiving no update or communication from Inova Insurance, I discovered that my homeowners insurance policy had been unauthorizedly altered. This change improperly transferred coverage from my primary residence to the new condo, resulting in an unjustified premium increase. Furthermore, my request to add my wife's name to the policy was ignored.This situation not only represents a significant breach of trust, showcasing a disregard for client instructions and consent but also exposed me to considerable risk by leaving my primary residence without coverage. The lack of transparency and professionalism in handling this matter is alarming and unacceptable.Desired Resolution:1. Immediate reversal of the unauthorized policy changes to restore coverage for my primary residence under the original terms.2. A full refund of the increased premium I was erroneously charged.3. Disclosure of the involved agent's details for accountability, and access to the March 15 call recording for potential legal review.I had trusted Inova Insurance with my business and personal safety, only to be met with negligence.

• Initial Complaint

  Date:06/02/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 seeking cancellation of my insurance policies from Inova past three months. No one helped me to do the cancellation and they have been charging me premiums. Even I informed that I am getting another policy and my insurance is intact with another provider since December 22, 2023. Inova didnt remove the pre-authorization and still taking money from my account. I am out of pocket for two months of premiums. No one helps in their office. Their brokers are not honest and do not disclose information properly.

• Initial Complaint

  Date:15/12/2023

  Type:Order 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 had auto and home insurance policies from Aviva insurance(Inova insurance brokers) through ******* They were asking more then $300 for renewal after it expired in september, 2023. I did not renew the the insurance and bought from other company. I left so many voicemails to my broker to cancel my insurance as I bought from somebody else but no response and no call back. Now ***** sent the bill for both insurance policies and asking me to pay for the bills and if I don't pay then They will send for collection. Please advise what are my ************ Policy #A21514205PLA Home policy #P21514200HAB Thank You,***

  Business Response

  Date: 03/01/2024

  ****** reached out to assist insured with concern. Insured assisted in submitting documents showing insurance set up elsewhere as of renewal date. Broker had policy corrected to cancel renewals as requested and ensure no funds owing. 

  Customer Answer

  Date: 08/01/2024

  Thank you so much for response...I contacted Innova Brokerage and they are are still asking for cancellation fees. As I understood from last response that I don't owe them any money .. Can you please make sure that I don't owe them any money and my policies are cancelled..

  Thank you,

  ***

  Customer Answer

  Date: 09/01/2024

   
  Complaint: 21013056
  
  I am rejecting this response because:

  Thank you so much for response...I contacted Innova Brokerage and they are are still asking for cancellation fees. As I understood from last response that I don't owe them any money .. Can you please make sure that I don't owe them any money and my policies are cancelled..

  Thank you,

  ***

   

• Initial Complaint

  Date:16/11/2023

  Type:Product 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 have been trying since September to speak to a PERSON at Inova insurance brokerage, when you call you wait HOURS on hold. They claim its a "new issue" which it is not. I finally was able to speak with an agent who emailed me a "general idea" what insurance could be, but would not send an official quote! When I requested a quote again on adding another vehicle to my policy, and making a slight change to my daughters driving status to a G driver ******* knowing my renewal date was fast approaching would still not send me an official quote or tell me exactly what my policy covers. ******* FINALLY emails me AFTER I sent in my cancellation of insurance and cc ******* on the cancellation form email. They now want to charge me for a months premium plus a cancellation fee. In the meantime I had reached out to another rep named ***** who was going to have a supervisor call me but they never did, nor did she have a representative call me like I requested MULTIPLE TIMES.

  Business Response

  Date: 30/11/2023

  A team leader reached out to the insured November 20th 2023 to discuss concerns. ********* was able to resolve request with insured to backdate cancellation of policy to inception date of new policy, as well as wave any fees associated with cancellation. 

  Customer Answer

  Date: 30/11/2023

   
  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:29/10/2023

  Type:Order 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.

  August 2nd, 2023, Inova Insurance Brokers ******* home insurance) gave me a quote, ahead of my Oct 30th renewal. The quote was good. We communicated back and forth by phone and email. for several weeks.I provided photos & confirmed requested info. I obtained a new WETT inspection, and paid for ****** membership (required for their rate).October 12th, Inova said the insurer may want a home visit. I agreed. They didn't visit.October 23rd I followed-up, requesting a breakdown of monthly dates/cost, as I still had no policy documents (policy was starting October 30th). Inova wrote back with start date & cost/mo.October 25th, Inova said the insurer was raising the price ($2658/yr to $3245/yr). The agent said he was "working on it." House details didn't change, save for a new hot water tank (old was 11yrs old), and professional well drilling company upgrade to the underground well cap, bringing it above ground in compliance with current code. Both lower the risk of water damage. Inova confirmed neither caused the $ change. They said the original foundation needed a $587 increase, despite being happy when originally quoting, and when confirming the price on Oct 23. I got a "Welcome to Inova!" email 9:32 am October 26th and thought the agent fixed the problem. At 11:09am, he said the higher price was actually "the best offer on the market", so I would have to pay. 1. Last-minute price increases after written confirmation is NOT ok.2. Gaslighting tactics to try and force acceptance of dishonest pricing/underhanded contract changes is NOT ok.3. Outright lies are NOT ok. The higher price is NOT the market best, since they list a lower replacement value. The original quote was attractive in spite of it, because it was affordable.Being given effectively 1 business day to find another insurer, I will now have no insurance. (Policy was starting Monday 30th. Price increase was notified Thursday 26th) I'm certain this was done on purpose, to force a higher price.

  Business Response

  Date: 08/11/2023

  We have reached out to the client in order to resolve their concerns with their policy premiums and have offered a solution. We will continue to follow-up until this matter is fully resolved to the client's satisfaction.