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:07/10/2024

  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 was told by one customer service agent that the other(s) had made a "mistake". Before I rented a vehicle to visit my 98 year old mother, I called to make sure I could rent a car and not pay mileage (as my policy charges me when I travel in my car), I currently pay $1.88/day and .28 per mile. The customer service agent told me to cancel the "trip tracker" on the app when I told her I had purchased the extra insurance on the rental vehicle. i asked her to guide me through that process since I had never done it. She did. Since I had parked my car in a public lot, I intended to continue paying the daily rate for my existing car while it was parked in the public lot. To my surprise, I was still being charged mileage while driving the rental, so I called customer service at my first stop. She informed me that I could dispute the charge and that the funds would be immediately credited to the account from which it came. I did that and sure enough, the funds were credited to my account. At the end of the day I checked the app once again and found that the "trip tracker" was still tracking my mileage. Now, when I called customer service, I spoke with an "*******" who informed me that I had received "bad" advice from the previous customer service agents and that I would be charged for every mile that I drove the rental vehicle despite the fact that their policy said it would not cover my car for out of state driving and that I said that I was counting on those funds to pay some of my trip expense.

  

  Business Response

  Date: 07/24/2024

  Insured Name: *******************
  Policy Number: 114129-1
  BBB Case ID: ********
  

  Just Insure, Inc. ("Just") acknowledges receipt of the consumer complaint submitted by ******************* regarding the premium billing for a personal auto policy. Just's records indicate that the insured purchased a policy effective May 18, 2024, for a 2007 Chevrolet Cobalt. The policy included bodily injury and property damage liability, as well as comprehensive and collision coverage.

  On June 24, 2024, the policyholder notified Just's policy services team that he was driving a rental vehicle obtained from ****. At this time, he was notified that he would be responsible for the miles driven in the rental vehicle and should provide both a copy of the rental agreement with the starting odometer and the ending odometer reading for the term of his rental period. Unfortunately, the insured has refused to provide the rental agreement.
  

  In the complaint, the insured indicates that he was never told he would be responsible for the premium due for the miles driven in the rental vehicle. However, as indicated to him, **** was insuring the risk for the vehicle he was driving and he was required to pay for the miles driven given that his term premium includes a per-mile rate. Additionally, the insured has requested a billing adjustment in the amount of $240.00. The policyholder currently has a premium credit, including security deposit, on his account, and we are awaiting receipt of the final rental agreement reflecting miles driven. In accordance with the policy terms and conditions, Just will apply per-day mileage charges if the agreement or an odometer photo are not provided before the next due date. Any funds available will be applied to cover premium due. At this time, we are unable to agree to refund any portion of the available balance until the account has been properly updated by the customer.

  Thank you for allowing Just to respond to the complainant's concerns. 

  Sincerely,

  The Just Insure Team

   

• Initial Complaint

  Date:05/07/2024

  Type:Sales and Advertising 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 a policy with the Just Insure auto insurance company. That policy was cancelled due to financial ********************** I made a payment arrangement with the company to prevent the account from being sent to collections for automatic payments every 2 weeks on Fridays. Today 5/4/24 they attempted to process the payment which was declined due to funds availability. The payment was supposed to be processed the day prior. The company told me they are sending my account to collections even though they did not charge my account on the date that was verbally authorized. They offered no apology or explanation as to why they charged my account on the wrong day & the representative was very rude.

  

  Business Response

  Date: 06/14/2024

  BBB Case Number: 21667048
  Policy Number: 101542-1
  Named Insured: *************************
  
  Just Insure acknowledges receipt on June 4, 2024, of the complaint submitted by *************************. In this complaint, the customer states that she was in a payment arrangement with the company, and they attempted to withdraw her payment on the incorrect date.
  Company records indicate that the insureds policy was cancelled for non-payment of premium effective March 10, 2024, with an outstanding balance in the amount of $410.10. As indicated in the customers complaint, ******************** agreed to a payment arrangement with the insured to collect the outstanding balance and an initial payment in the amount of $25 was collected on April 17th. A subsequent payment per the arrangement was attempted; however, it was returned by the customers financial institution for insufficient funds. The customer states that ******************** attempted to withdraw funds the day after the arranged date. While there was a delay in processing the payment, the funds authorized on the 3rd should have still been available the day after on the 4th but were not. The customer indicated that the money had all been spent at that time. Unfortunately, this represented a broken agreement, and the policy account was referred to collections.
  
  While we sympathize with the customers frustration, ******************** made efforts to resolve this matter equitably and the customer did not honor her obligations under the payment arrangement.
  
  Sincerely,
  The Just Insure Team
  
  

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21667048
  
  I am rejecting this response because: the company did not withhold their end of the agreement by adhering to the scheduled pay dates. They attempted to withdraw the funds on a date that was not authorized. The company also did not give me any time or opportunity to resolve the issue & instantly sent my account to collections without any opportunity for a resolution. I do not agree with this response/resolution. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/05/2024

  Thank you for providing us with the opportunity to follow-up on the complaint from *************************.

  While we sympathize with the complainant's concerns regarding this matter, we did offer her a payment arrangement for a past due balance on her account. Given that the funds were not available on the date the payment was processed, the company was left with no other option than to revoke that payment arrangement. While it is true that the payment attempt was made the day after the scheduled date, funds that would've been available the day before should've still been in the customer's account the next day. Because the funds were not available, the account was forwarded for collections.  Just Insure attempts to resolve matters amicably in the best interest of both parties. 

  Sincerely,

  The Just Insure Team

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21667048
  
  I am rejecting this response because: the company did not give me an opportunity to submit a replacement payment. I move a certain amount of funds with each paycheck into my bills account but have other accounts that I could have submitted the payment from that same day if given the opportunity. There was no resolution offered although they have admitted that they took the payment out the day after it was scheduled which was not the agreed upon payment arrangement date therefore they broke the agreement. They immediately sent my account to collections once the payment was declined. The payment was not pulled from my bank account on the agreed upon date & there was no resolution offered before they sent my account to collections. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/08/2024

  BBB Case Number: 21667048

  Policy Number: 101542-1

  Named Insured: *************************

  Just Insure, Inc. acknowledges the complainant's rejection of our response to her complaint. In her rejection, the complainant again emphasizes that the scheduled collection of past due funds under her payment arrangement was processed a day later than agreed and that she was provided with no opportunity to replace a rejected payment. Just Insure attempted to amicably resolve a past due balance on the complainant's account through a payment arrangement with the customer prior to sending this account to collections, although there was no obligation to do so. The outstanding balance due was over $400 and the arrangement allowed for balance payments in the amount of $25. When the payment attempt was rejected by the customer's financial institution, irrespective of the one-day delay in processing times, the arrangement was void and the account was referrable for collection activity. 

  Regards,

  The Just Insure Team

• Initial Complaint

  Date:04/15/2024

  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 had an accident last December 2023 and I filed a claim with just insure. They approved an estimate and was about to send me a check. However few months after they still hold on to the checks and decided not to send me the checks and after 6 months I still didnt get any money I promised. And i tried to call them for months and they never reply me. Also when i finally reach them they said they changed their mind because they think the damage exist before the accident which is a lie, which means they just try to hold on to the money they promised to pay me and matter the wait and progress as long and hard as possible without paying me the claim.

  

  Business Response

  Date: 06/14/2024

  BBB Case Number: 21560581
  Claim Number: DMA-0264441
  Named Insured: *****************************
  
  Thank you for allowing Just Insure to respond to the consumer complaint from ************** regarding concerns he has in the handling of his auto insurance claim.
  Just Insure, through our third-party administrator of claims, received the claim on December 28, 2023, from the insured who stated he had driven off the road and struck a **** damaging the front end of his vehicle. There were no passengers in the vehicle and no witnesses to the accident. After several contact attempts, a formal statement was received from the claimant and an initial estimate of damages was completed.
  
  As indicated in a written letter to ************** in response to his formal complaint with the ****************** of Insurance, adjustments were made to his vehicle appraisal as a result of pre-existing damage that was noted prior to the inception of his policy with Just Insure. Payment was issued to him on April 12th less the applicable policy deductible. An additional copy of the official estimate of record was included with this letter to the customer.  Delivery confirmation of the payment was noted on April 15, 2024. 
  
  Just Insure strives to provide exceptional service to all of our customers and we are disappointed to hear that this customer was not satisfied with the handling of his claim.
  
  Sincerely,
  The Just Insure Team 

• Initial Complaint

  Date:03/08/2024

  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.

  This company has absolutely gone downhill recently, they charged me a $10 odometer photo fee after then submitting the photo with updated mileage they only offered me partial credit ($2) for the fee assessed, completely frustrating specially when I explained to representatives my situation completely embarrassed about it a day before, and to my honest surprise I got no assistance at all from any of the representatives I spoke to in regards to what I was calling/chatting about - Nonetheless I decided to open a new policy, then I get charged for a odometer photo, which they now have and somehow they think its fair to charge a person who clearly communicated their situation vulnerably to agents and a company who could careless. Completely unacceptable and unprofessional for a company to act like a person is just a number, when I have been a Just Insure customer since 2021. This is not an ********************** claim its a customer service issue, and to just leave me hanging like that has made so upset. Just insure is about have their biggest demoter with a good social media presence, make this right.

  

  Business Response

  Date: 06/14/2024

  BBB Case Number: 21374286
  Policy Number: 106069
  Named Insured: ***************************

  
  Just Insure acknowledges receipt of the consumer complaint submitted by *************************** regarding the above referenced auto insurance policy. In this complaint, the insured states that 
  Based upon a review of our records, the policy was purchased effective February 23, 2024. The initial required odometer photo, which is due on day 3 of the policy, was not received timely and a per-day mileage charge in the amount of $10 was applied to the insureds account in accordance with the terms and conditions of the policy. Upon receipt and approval of the photo from the customer on March 27th, a pro rata credit in the amount of $2 for one days billing was applied to the insureds account per our normal practice. On March 2, 2024, the insured spoke with a representative who authorized an additional $8 credit to his account as a one-time customer courtesy. 

  Thank you for allowing Just Insure the opportunity to address this complaint. We strive to provide exceptional service to all of our customers and we trust that this matter has been satisfactorily resolved.

  Sincerely,
  The Just Insure Team 
  

  
  

  Customer Answer

  Date: 06/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, we both already resolved this issue as stated. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/24/2024

  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.

  In July of last year I was insured by Just Insure, Inc.I got into an accident and they took possession of my vehicle since it was totalled.I tried canceling my policy but the app wouldn't let me. This company is supposed to only charge you if you drive (per mile)So because I didn't have a car I didn't think they would charge me.It took 6 months for them to resolve my claim, and in that time I tried telling them to cancel my policy because in the app it said I had a balance of -300, it wouldn't let me cancel in the app, I then contacted customer service and they said they would fix it after my claim settled and after my claim settled I contacted them and they basically said I'm screwed and I have to pay them.

  

  Business Response

  Date: 06/14/2024

  BBB Case Number: 21190178
  Policy Number: 082288-1
  Named Insured: *********************
  
  Just Insure acknowledges receipt on June 4, 2024, of the consumer complaint submitted by *********************. In this complaint, ************** states that his vehicle was a total loss and he tried to cancel his policy but couldnt do so. 
  A review of our records indicates the above referenced policy was purchased effective July 21, 2023, and that the insured vehicle was involved in a loss on August 22, 2023. During the claim handling, the insured contacted customer service and indicated that his vehicle was a total loss and inquired about a rental vehicle. When a vehicle is declared a total loss, the policy coverage transfers to any rental vehicle or replacement vehicle that the insured uses. Additionally, a policyholder has the right to retain salvage if they so choose when a vehicle is a total loss. The representative asked the customer multiple times why he was keeping the policy active if he did not have possession of the vehicle. When the insured finally canceled the policy on October 10, 2023, Just Insure followed its normal business practices and requested an odometer photo from the customer. When this matter was escalated to a supervisor, a partial credit in the amount of $97.58 was applied to the insureds account as a customer concession leaving a remaining balance in the amount of $229.49. 
  While we sympathize with the complainants frustration regarding the handling of his account, our records indicate that he was advised on multiple occasions of his options regarding cancellation of his policy and opted not to do so.
  Sincerely,
  The Just Insure Team
  

• Initial Complaint

  Date:12/13/2023

  Type:Product 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.

  Earlier this year, I faced a situation where I needed to terminate my policy on a vehicle that had been non-operational for an extended period. Unfortunately, the vehicle wouldn't start, and I had to put in a considerable amount of effort to manually charge the battery enough to enable the vehicle to turn on. This was necessary in order to capture a picture of the odometer readings.I'm annoyed by fact that despite the vehicle not having moved a mile for several months leading up to the policy's termination, I was charged for 1784 miles. I made multiple attempts to submit a photo of the odometer reading at the end of the policy, but encountered repeated failures and rejections when using their app. I sent a screenshot of the failed submission, which clearly showed the odometer reading. In my view, this should have been sufficient evidence for a manual resolution on their part. Unfortunately, I was about to go out of town and would not have the opportunity to follow up immediately.Subsequently, I received an email from them, which did not appear in my primary inbox. In that email, they indicated their intention to forward the charge for 1784 miles, along with late fees amounting to around $200, to collections.I charged my car's battery, submitted an odometer photo months later through their app (which worked this time), and got confirmation that the car hadn't moved. They still refused my refund request, citing the missing follow-up photo, which felt illogical given the evidence of the EXISTING SCREENSHOT WITH ODOMETER READING.Long story short, they sent this to collections and ruined my credit. I've already got it removed from one of the credit bureaus but need this unfair charge removed from the other 2 (already disputing with evidence) before the end of December, as I have a large purchase that I'm trying to make and need my good credit score restored. If this is not handled in a reasonable time slot, I will most certainly put all the blame on this company.

  

  Business Response

  Date: 06/13/2024

  BBB Case Number: 20985163
  Policy Number: 059649
  Named Insured: ******* *****
  
  Dear ******* *****,
  Thank you for bringing your concerns to our attention. Just Insure has reviewed your account for the above referenced policy in light of the complaint we received on June 4, 2024.
  Based upon your policy records, a balance finalization charge for per-day mileage was applied to your account on February 14, 2023, because it lacked an approved odometer photo. Management has reviewed your account and determined that you experienced technical difficulties when attempting to submit this photo and the screenshot you provided was not accepted as it should have been.
  Just Insure has zeroed out the balance of your account and has reached out to the collection agency to remove your account. If you need additional assistance regarding this matter with any of the credit bureaus, please contact [email protected] for assistance.
  Just Insure strives to provide exceptional service to all of our customers and we are sorry to hear that you had a poor experience. Additional coaching has been provided to our representatives to prevent this occurrence in the future.
  Sincerely,
  Just Insure Team
  
  

• Initial Complaint

  Date:12/08/2023

  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.

  Case Number: GO# CH *********** ******** ***************** Just Insure Claim #: DMA0263804 After claim was submitted, no response was given back to me. Two calls were made to Just Insure along with two emails sent to general email and the assigned rep's ****** Upon calling, they said the claim was declined but could not tell me why and that I needed to speak with the rep but I cannot get the rep to respond to my email or give me a call. Just Insure's client turned left into oncoming traffic when collision occurred.

  

  Business Response

  Date: 06/14/2024

  BBB Case Number: 20972116
  Claim Number: DMA-0263804
  Complainant: *******************
  
  Just Insure acknowledges receipt on June 4, 2024, of the consumer complaint submitted by ******************* regarding the handling of the above referenced auto insurance claim.  In his complaint, ************** states that he has not received responses to his inquiries and the claim has subsequently been denied.
  
  ********************* & Associates ("DMA") is the authorized claim administrator for Just Insure, Inc. This claim was submitted on November 28, 2023, by ************** as the owner of Arizona Pet Doors, LLC and the vehicle involved in the loss. The claimant reported that the insured vehicle made a left turn and collided with the claimant vehicle on November 27, 2023. Upon receipt of the claim, DMA initiated a coverage investigation. After confirmation of the date, time, and location of the loss from both the claimant and the insured vehicle operator, the claim was denied, as no coverage was in force at the time of the loss. This information was provided by phone to the claimant on November 29th. A subsequent formal disclaimer of coverage letter was later mailed to both parties.
  
  Thank you for allowing Just Insure the opportunity to address the concerns outlined in this consumer complaint.
  
  Sincerely,
  The Just Insure Team
  
  

  Customer Answer

  Date: 06/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Due to the lack of response from Just Insure, the court date to pursue action has passed.  I was contacted by a representative with the verbal explanation after this complaint was filed but never received the requested explanation in written form to provide to the courts.  I'm disappointed in the lack of response (over 6 months) and our small business was forced to spend the necessary repairs from your client's actions.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/25/2023

  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.

  I sold my car, 09/11/23. Then tried to cancel the policy since I forgot about it. I provided proof of sale, which they asked for. But then they brought up an odometer photo being required, which was never stated or brought to my attention til after they requested bill of sale. The vehicles in parts for the new owners other vehicle. There is no way for me to get an odometer reading. That didnt matter to them though. They still decided to keep my policy active and on top of that, charge me a 50-mile a day fee for not having an odometer photo. I also have not driven the vehicle since the last photo I sent them so it wouldve been the same. All in all, dont take there lies, its a to good to be true scenario. Stay as far away as you can from these thieves. They dont even care to make it right or resolve this issue.

  

  Business Response

  Date: 06/13/2024

  BBB Case Number: 20644619
  Policy Number: 087137-1
  Named Insured: *****************************
  
  Dear *****************************,
  Thank you for reaching out to Just Insure about your concerns regarding the billing of your auto insurance policy. In your complaint received on June 4, 2024, you indicate that you sold your car on September 11, 2023, and forgot to cancel the policy, which resulted in additional premium due based upon an inability to submit an odometer photo.
  Just Insure has reviewed your concerns and notes that your policy was canceled effective September 19, 2023. At the time of cancellation, because an odometer photo was not provided in accordance with the policy terms and conditions, a per-day mileage charge was applied to your policy balance. This resulted in an amount due as of September 21st of $28.30. However, these charges were reversed and a refund was applied to your account.
  While we sympathize with your frustration regarding this situation, Just Insure applies processes and policy rules uniformly to all customers in the interest of fairness.
  Thank you for providing us with the opportunity to review and address this matter. 
  Sincerely,
  The Just Insure Team
  
  

  Customer Answer

  Date: 06/14/2024

   
  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:09/11/2023

  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.

  We were rear ended by one of Just Insures clients 7/26/23. Since then, we havent been able to get Just Insure to answer any questions regarding coverage for our medical expenses the day of the accident or pursue further treatment. When we call, they say it is their policy that they wont give out supervisor information. We have been transferred through three different agents and still do not have the answers or assistance we need to settle our claim. They are rude, hang up on us, tell us they cant help or dont respond at all. They have made this accident the worst experience we have ever had with insurance before and thats saying a lot. We need simple answers of what is covered for medical so we may inform our insurance if they will not cover it.

  

  Business Response

  Date: 06/14/2024

  BBB Case Number: 20576201
  Claim Number: DMA-0260744
  Complainant: *****************************
  
  Just Insure acknowledges receipt on June 4, 2024, of the consumer complaint submitted by ***************************** regarding the handling of her auto insurance claim. 
  ********************* & Associates (DMA) is the third party claim administrator for Just Insure, Inc. According to their records, DMA first received notice of the loss from the claimants insurance adjuster at Allstate who reported that the insured vehicle rear-ended the claimant vehicle on July 26, 2023. The report indicated that ************** was a passenger in the claimant vehicle. Upon notification of the loss, DMA initiated a coverage investigation.
  
  Based upon a review of the claim file, DMA made consistent efforts to keep in regular contact with the claimant and the claimants handling adjuster at Allstate. A payment was made directly to *****************************, as well as to ******************* Systems, as settlement for injuries sustained as a result of this loss. Additionally, payment was made to Allstate for subrogation of the claimants property damages. The claim file is currently closed.
  
  We appreciate the opportunity to respond to this consumer complaint. 
  
  Sincerely,
  The Just Insure Team
  
  

• Initial Complaint

  Date:03/07/2023

  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 started an insurance policy with the company "Just insure", online on January 4th 2023. About an hour after I had finished signing up for it, I realized that the policy had defaulted to my last vehicle that I no longer owned. (I'm not sure how they even had that information). I immediately chatted with a representative on their website and let him know the issue. ** assured me that the policy was written to insure my newly acquired vehicle and not my old one. I checked again a while later that day and it still said my old vehicle was insured. I then chatted again with a different rep. ** said that it was the old vehicle that I had paid to insure and not my new one. I was then told that I would need to cancel the policy and restart a new one, forfeiting the$30 that I had just paid. Plus I would need to pay another $30 to start the new policy. I let him know that THAT was unacceptable and they needed to fix the original policy to insure my new vehicle as it was not a mistake that I had made but a glitch or fault in their system. ** still insisted that it would need to be me that made the correction. I had to acquire a policy elsewhere and At the end of the 30 day policy, I was contacted from an agent with Just Insure whom said that they needed a picture of the odometer so they could properly charge my account. I let her know the situation and that I had insured my new vehicle elsewhere. I also asked for my original $30 refunded to my account. She said that there was no communication from me to any agent about the mixupa month earlier and that if I didn't send the picture, she would charge my account the default amount of $129 instead of the original $30. I let her know that I did not agree and I would not authorize the charge for $129. because they insured a vehicle I did not even own. She stopped chatting with me abruptly and I assumed something would be done. It's now been another 30 days and they charged my account 3 days ago for $129. This needs to be fixed.

  

  Business Response

  Date: 03/16/2023

  Dear ************************,
  First, Just Insure appreciates your interest in obtaining an insurance policy with us. We strive to provide affordable auto insurance that meets the needs of our customers.
  As a mobile app based insurer, we do understand some customers may, in error, apply multiple times and this appears to have been the case with your account(s).
  Our records show that you created 3 separate accounts, for 2 separate vehicles. Most recently, a policy was purchased on 1/4/2023 and cancelled by you on 1/31/2023. 
  The Just Insure user-based mobile app allows our customers to create an account and input the information for a new policy. On 1/6/2003, our customer service representative spoke with you regarding the multiple accounts created. The representative informed you of the accounts and how to resolve that issue.
  The Just Insure app is designed to give the customer the power to control their policy and their premiums from the creation of the initial account to the final odometer reading.
  However, we recognize there may be errors in creating an account by a new user and we understand the customers frustration. We strive to provide the best customer experience and believe we can find an amicable solution.
  Our Head of Insurance Operations has attempted to reach out to you and we sincerely hope that we can provide you with a solution suitable to both parties.
  For any further questions or concerns, please reach out to us via email at [email protected] or call us at **************.
  Best Regards,
  The Just Insure Team