ComplaintsforJust Insure, Inc.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  04/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The app doesn't provide enough information for the customer using it. Currently my account Balance is at $0.00 I just paid the bill but for some reason it still says I owe $107 because of a failed transaction But it does not explain why That is still on there even after I've paid the balance it's just very confusing it makes no sense and I shouldn't have to call customer service to figure it out And I also saw this app is still a Beta app, Which means that it is literally being tested on the customers whom are paying real money, not test money. something seems wrong about that. Any app that can link to peoples debit and credit cards should be already fully tested for errors. And it's also strange that you do not need to provide the cvv code on the back of the card to pay for payments. I have never seen any app or website that does not ask for the that.....I'm just not comfortable with it at all and I'm worried about canceling my policy cause they might make me pay more money just to do that.

  

  Business response

  06/16/2022

  Business Response /* (1000, 5, 2022/05/13) */ Dear ***************, Thank you for reaching out to Just Auto Insurance, Inc. We would first like to apologize for the inconvenience as we do see that you paid your bill but due to a glitch in our system, it did not accurately reflect that within your view. We have since corrected this and would like to thank you for bringing this to our attention. Regarding your comments on the Beta app, we would like to reassure that our app and our product is not Beta. We are an authorized insurer in the State of Arizona and our app has been being used for over 2 years now. We are still a young company so from time to time we do introduce Beta Features within the app that our customers can choose to turn on or off at any time. Perhaps the word Beta as part of our Beta Features within the app has given you the impression of a Beta app but again, we reassure you that is not the case. Regarding the use of the cvv code, your assessment is accurate that we do not ask for that. That is because we wanted to streamline the payment process and it's not a requirement, so we do not ask for it. That could change in the future but not asking for the cvv code does not make us an untrustworthy company. We assure you that as an authorized insurer, we are trusted by not only our customers but by the State of Arizona. In response to your worry on cancelling your policy, all customers may cancel their policy at any time. There is no cancellation charge for cancelling your policy. Although we would hate to see you go. Please do understand that if you do cancel your policy, you must provide us with a final odometer photo to ensure that you are appropriately charged for the mileage used on your vehicle. If we do not receive a final odometer from you after cancelling your policy, we will have to charge your account 50 miles per day from your last odometer photo. The longer you wait to submit a final odometer after cancellation, the more miles could be incurred on your vehicle and charged to you. Therefore we suggest submitting your final odometer photo as soon as you cancel or if you decide to cancel your policy. For any further questions or concerns, please reach out to us via our in-app chat, email us at ********************* or call us at ***************** / (*************. Best Regards, The Just Insure Team

*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. ↩