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:21/09/2023

  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.

  Hello, i have been trying to reach Inova for the last month to modify our car insurance policy that would save us money. Tried again for the last 3 days, Sept. ***** and unable to get someone to answer the phone . 4 hours on hold on Sept.19th and 20th. Pressed the key to have someone call back within 24 hours and no call back. We are beyond 24 hours. We are losing money. Have called from home tel. # and cell #. Please call me back at: ************. Car Policy #M15 *****. Today I called at 8:30 from *********** and am still on hold.

• Initial Complaint

  Date:28/06/2023

  Type:Delivery 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.

  Good afternoon, In February of this year, I purchased an auto insurance policy with full comprehensive and collision. I paid for the policy in full for the year upon signing the agreement. I received a binder letter and the policy statement showing that I had purchased full collision and comprehensive. Contractually, I have full written documentation proving all of this including my transaction records, binder letters, correspondence, etc.. In May I had a minor traffic collision and found out afterwards from the insurance adjuster, that my policy doesn't have collision and comprehensive according to their records. I have further correspondence recently from the broker who sold the policy to me, stating that this was all his fault and his mistake, etc. However, contractually I have purchased a policy with comprehensive and collision but INova Insurance Brokers are now reneging on what I have purchased. I have spoken to four different people at this company now and have been refused any help to rectify this situation. Canadian contract law states that acceptance of an offer is binding. Thank you for your consideration. I am best reached at ************. Sincerely, ******* ****

• Initial Complaint

  Date:05/06/2023

  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.

  Customers need to wait on hold for a very long time to get through to insurance agents here (1 hour or more). I have been trying to cancel my insurance policy and still cannot reach anyone. I also sent a request online and booked an appointment.

  Business Response

  Date: 13/06/2023

  Request from insured completed June 6th 2023, with confirmation email sent same day. No further outstanding requests. 

  Customer Answer

  Date: 16/06/2023

  
  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:25/05/2023

  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.

  1 star 09/05/2023 I have been with inova for my Auto insurance for a few years now. Last October I called them to get a house insurance through them and to change the address on my auto insurance.I always pay full year in advance and I had asked them several times to tell me if there is any changes on my annual premium for the auto insurance since I am changing the address. They assured me that there is no changes. I even received an email saying that there is no changes to the annual premium. 6 months later I receive a letter in the mail saying how I owe them $42. I called them and asked what is this about since I always pay in advance for the entire year. They informed me that this is because of the address change. I went back and fort with them for over a week, they were insisting how I received an email regarding this on a specific date, but the only email I received that specific date was that there is no changes. At the end they ended up having a manager email me saying how she reviewed everything and that I did receive the email that there would be no change but that apparently this email was incorrect. She said how apparently they “mailed” documents to me regarding the additional charges on October 8th. I never received anything from them until 6 months later. They have my contact information and could’ve emailed or phoned me regarding any changes as well. They’re very contradictory regarding the entire situation. It seems like they would say whatever it takes to pull themselves out of it. I have always paid everything on time and do not appreciate being treated this way, especially after I asked multiple times on multiple occasions and they even sent a written email saying that there is no changes to my annual premium. How is their negligence my mistake ?

  Business Response

  Date: 02/06/2023

  After updating insureds address Oct 6th 2022 an incorrect email was issued stating that there was no premium change. Pembridge insurance issued physical documents by mail to insured Oct 8th 2022 stating there was a balance due to the address change. Insured brought forward concern April 20th 2023 and full review of policy was done. Insured was advised of error in email stating no change in premium and that documents from carrier are correct and unable to change ratings.

  Customer Answer

  Date: 05/06/2023

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

  Obviously the business put 0 effort and 0 care in resolving the issue, which is exactly the same amount as when I personally spoke to them before bringing the matter to BBB. I’m glad that whoever reads this complaint and the businesses response will get the chance to see how careless they are of their clients and how much sense their response doesn’t make. 
  
  Sincerely,
  
  ******* *

• Initial Complaint

  Date:25/05/2023

  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 am a ****** member so planned to choose Inova auto and home insurance while there are so many choices. I firstly contacted Inova by chat online, the staff told me to make a call where there is no waiting time, but actually no one answered by phone. I had to made an appointment and waited for one week! Finally someone called me but gave me a much expensive quote than the one I got online, he claimed he can not see the latest/cheaper quote I got online. I requested to get a new quote and review it again. But the staff never responded to my email or text. I made a call again, one staff asked me to wait on phone for 1 hour! And another staff teased me by pretended asking for my phone number that he actually can see it because he repeated the number and then made me waiting for another tens of minutes and then hung up my phone!! The sales staffs can be such rude, is ****** their capital to be this arrogant?! The staffs were breaking Inova's reputation, breaking Costco's reputation, and breaking Canadian's polite image!

  Business Response

  Date: 05/06/2023

  We deeply regret the experience that you received. This is not reflective of the level of excellence that we strive for and hope that we have the opportunity to serve you better in the future. We are glad we were able to connect and discuss what had happened with the quote you had received online compared to what was discussed with us over the phone. As we have shared in our previous communications, do not hesitate to reach out if you would like to review your quotes further with one of our senior team members. 

  Thank you - The Inova Team

  Customer Answer

  Date: 07/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I choose not to continue this because I do not wish to further waste my time on this issue.
  
  I will close this complaint now although it made me big troubles, delayed my progress and made me missed the chance to fix the cracks on my windshield, etc., I won't waste more time with them.
  
  Thank you very much BBB!
  
  Sincerely,
  
  ***** **

• Initial Complaint

  Date:10/05/2023

  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 need to reach my insurance broker to ask a question. It's regarding insurance and a hit and run I experienced to my car. When I call their number, there is always a "high volume of calls" (even 9am), no one ever picks up the phone and sometimes the number doesn't even accept calls (I call and it rings once and drops the call). In the recording while I wait for someone to take my call, they offer a call back service. They say to dial any number to receive a call back, they will call back within one business day. They do not call back. I tried over a week ago.

  Business Response

  Date: 25/05/2023

  Good afternoon,

  A broker from the Inova Broker team, *******, and she answered all the customers questions. 

  Thank you,

  ***** ****** 

  Customer Answer

  Date: 27/05/2023

  
  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:19/04/2023

  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.

  Called Inova Insurance Brokers in Feb 2021 to get insurance for a new home and update mailing address as my residence at the time would soon be sold. Inova assured me it was done. Called again in June 2021 to update the home insurance from tenant to owner at new address. I again confirmed my address and that nothing should be mailed to ***** **** **. In July 2021, I called Inova again and ended insurance coverage on the home at ***** **** **, as it was sold. On Feb 9, 2022, I called Inova and after waiting in queue for almost 2 hours, hung up and filled in their online customer service form. Noted that I did not receive my pink slips for auto coverage, as I should have for the renewal on Jan 22, 2022. Did not receive any response (except auto reply). Sent follow up on Feb 28, 2022 for pink slips to be mailed. On March 1, Inova attached a pdf of the slip and no further response. I replied immediately, asking if the original would be mailed and never received a response. Oct 1, 2022 Pembridge canceled my car insurance without any notice and entered a system note "canceled for non-payment" (making me uninsurable and/or increasing my rate by approximately $1500) without ever informing me there was any issue. The credit card they had on file had expired. Had I known there was any issue, would have rectified it immediately. Received no phone call, no email, no mail notifying or warning me that coverage would be canceled. When I called Inova, it turned out Pembridge had supposedly been mailing the 277 South Park Rd address to check on issue even though this address should've been changed in their system a year and a half prior and there were many subsequent calls to indicate this. Seems no one checked the records on the account before flagging me for non payment. They refuse to remove the 'canceled for non-payment' on the account when they never gave any notice or opportunity to resolve the situation. All of my bills are paid on time and my credit rating is excellent.

  Business Response

  Date: 28/04/2023

  Team Leader reached out to discuss concern April 20 2023. Team Leader brought case forward to insurance carrier for accommodation however was declined by insurance carrier. Provided information for Ombudsman office to voice concerns regarding concern. Team Leader provided contact information for any further concerns or assistance with our office.

• Initial Complaint

  Date:31/03/2023

  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.

  I am an executive member of ******, since 1995, in 2021 I insured my car with Inova, as ****** offers an insurance service with exclusive benefits for members of ******. I called Inova last week to renewal thereof my insurance and make a payment because my credit card has changed. I was dumbfounded by the conversation with agent, his name ***, who informed me that my insurance had increased by 35%!! Based on what??? I have not had any accidents or claims that could be grounds for an increase, it's just a fraud. Same car, same driver, same conditions, and NO request for changes from me. But before this happen, "accidentally" disappear all information from my file on the website myinova.ca, left only policy number. I am an executive member of ******, since 1995, in 2021 I insured my car with Inova, as ****** offers an insurance service with exclusive benefits for members of ******. I called Inova last week to renew my insurance and make a payment because my credit card has changed. I was dumbfounded by the conversation with agent, his name ***, who informed me that my insurance had increased by 35%!! Based on what??? I have not had any accidents or claims that could be grounds for an increase, it's just a fraud. Same car, same driver, same conditions, and NO request for changes from me. But before this happen, "accidentally" disappear all information from my file on the website myinova.ca, left only policy number. My premium insurance was $505, Inova increased it without reason to $680, when I called them to make change payment method, find it and was SO anger, as result, used bad language (sorry), agent in moment reduce it to $584. Always pointed that it not Inova increase price, but ******, and Inova can not do nothing to reduce. Talk with manager ***** *******, but she confirm that Inova will do nothing. I'm NOT agree with this changes. Search on market for insurance...., how was surpruce for me, when I find another broker who offer for me same insurance for $564, and it from.... ******! How come Inova can not renewal thereof my existing insurance and increase it to $584, if other broker can create NEW one for lower price from same company??? I deeply disappointed particularly Inova work under ****** name, and ****** ad "exclusive" rate for ****** member. I am frustrated and disappointed with such a rude service from Inova, a fraud and a scam, a service called ******. This service puts a heavy stain on ******'s reputation, for years of hard work.

  Business Response

  Date: 11/04/2023

  Full policy review done for insured. Confirmed all eligible discounts are applied to policy. Quoted with all carriers offered by brokerage current still is best rates. No reduction of coverage possible to save premium. Directed insured to Insurance Bureau of Canada and Member of Parliament as insurance rates are provincially regulated. 

  Customer Answer

  Date: 13/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: I'm not agree to increase my insurance rate without any reason. This is NOT a new insurance, only continuation existing policy. I'm NOT agree for this action, thetre isn't reason for increase payment, as I have same condition, NO collisions, NO claims, same car, same driver, just renewal policy.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:31/03/2023

  Type:Billing 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.

  Date of interaction: March 29, 2023 Name of Agent: ******** **** Nature of dispute: unlawful increase of payment Context: On September 2022, Inova Insurance notified me that they are not able to continue servicing me because they don't insure a rental property without a linked primary residence, therefore based on that I had to seek insurance elsewhere, but I kept my auto insurance policy with Inova. I made another call to inquire about the future of my auto insurance in the same month, I took an extra step by making a call to remind Inova that I cancelled my home insurance and therefore based on my understanding that I'll be losing a bundling discount before committing to another term, their agent said there is no increase, based on that I went ahead and pre-paid the entire year from Sept 2022 to Sept 2023 for auto policy. On March 29, 2023, I had a call with Inova insurance, the agent name ******** ****. I informed the agent that the circumstances has changed and I can come back to Inova, the agent did not make enough effort to understand the requirement and refused to provide service, based on that refusal, I made a comment on my auto policy and asked if there will be increase upon renewal based on the fact I had no bundle, the agent immediately increased my premiums even though Inova agent promised no increase if I renew the policy back on Sept 2022, furthermore, the agent sent an email falsely claiming the increase is based on "Customer Request" Please note, my profile is highly desirable by insurance companies, I have zero claims and long uninterrupted history for about 20 years in Canada. The interaction resulted in taking my business completely off Inova to a different provider, but Inova still charged me for the increased premium.

  Business Response

  Date: 11/04/2023

  Refund has been issued to insured based on cancellation of auto policy. Error made when cancelling property policy Aug 2022 discount on auto should have been removed at this time, upon discovering error broker did not backdate correction only made going forward. Due to underwriting guildelines unable to offer property insuring through our brokerage. 

  Customer Answer

  Date: 18/04/2023

  
  Complaint: 19875744
  
  I am rejecting this response because: I cannot reasonably justify why Inova is not able to provide service, while many others can, I was able to move all my insurance needs to cooperators, knowing that I have ZERO claims (home and cars), ZERO road or moving tickets and I've been insured in Canada for 19 years.

  My other concern is that Inova did not own the mistake they've made, but instead their agent decided to have me pay for Inova's incompetencies by removing a discount that I very clearly communicated about before I commit to a renewal.

  I think we established here that the mistake was in fact made by Inova, and I'm requesting Innova to refund any deductions or cost that they may have charged for early cancelation or any other reason.
  
  Sincerely,
  ***** *******

• Initial Complaint

  Date:16/02/2023

  Type:Billing 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.

  The company's actions did not align with my expectations and left me feeling unsupported. I had auto insurance with this company, and my family was in the process of getting another car, so I called to get a quote from inova to see what it would be to add this new car and bundle it with our current policy. Before this, my husband only drove his business vehicle which has commercial auto insurance, so he did not need any personal insurance. He sold his business and is under another business' commercial auto insurance and is using a company car. Inova said I need to add to add him to my policy because he doesn't have auto insurance of his own (even know he does due to his name being on the commercial policy) They did not ask any other questions, waiting for a a quote, i was sent an email, and the Inova rep immediately told me they would raise the policy from $171.25 a month to $437, for just adding a driver alone, not even adding the additional vehicle. This was added automatically and was told to bad so sad. We lined up another insurance company and had a much better experience with ******* with First Foundation. I asked to cancel my policy due to this and they said I could only if I signed a cancellation form and showed them proof that we got insurance from another company. Three days later after they already confirmed my policy was cancelled, they then asked for $130 for a cancellation fee, and I only have 15 days to pay. Im asking for the cancellation fee to be removed

  Business Response

  Date: 28/02/2023

  Reviewed concern with insurance carrier, and received approval to reinstate and cancel policy with no fees. Processed Feb 27th 2023. Broker reaching out to advise insured of correction. 

  Customer Answer

  Date: 01/03/2023

  
  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,
  
  ******* *********