ComplaintsforEsurance, Inc.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Good morning,I had a deer collision 6/28/24. I reported the accident immediately and have promptly provided any and all requested information and documentation. I have made several attempts by email and phone to contact my claims adjuster with no response.The last person I spoke to regarding my vehicle was the appraiser on July 8th and that was just them coming to take pictures of the damage.I have been patient because I also work in insurance and I know that workloads can be heavy but I am a single mom in a small town. This is my only vehicle. School is starting soon and this is becoming more than an inconvenience. I always like to assume positive intent but thats becoming increasingly difficult. I just need my vehicle fixed.Thank you for your help!

  Business response

  08/05/2024

  Please see the attached response. Thank you!

  Customer response

  08/05/2024

  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

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with National General Insurance. I did not sign up for a policy with National General. My previous insurer, Esurance, ended their coverage in ********** and, without my consent or notification, transferred my policy to National General. To my shock, the premium was drastically increased.I only discovered this change when I saw the charge on my bank statement. When I contacted National General to request a refund and cancel the policy, I was instructed to send a cancellation request via mail to their PO box. This seems like an unnecessary obstacle designed to prevent customers from easily cancelling their policies.This entire experience has been extremely frustrating and feels deceptive. I believe I should have been notified of any changes to my policy and given the option to accept or decline. I am seeking a full refund and immediate cancellation of the unauthorized policy.

  Business response

  07/24/2024

  Please review the attached response email sent to the insured.

  Please let us know if we can be of further assistance.

   

  ******************

  Esurance Compliance Consultant
  CCC-Cust Resolution Sppt-Sr ********************************* Insurance Services, Inc. 
  On behalf of Esurance Property and Casualty Insurance Company

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been submitting my PIP letter every month to get my premium lowered. I called repeatedly and submitted the document via email as per the instructions. They have consistently told me at each renewal that there wa some sort of issue and it could not be updated. This time they charged me the higher premium amount for all 6 months and now they're saying I submitted the documents on July 1st which is completely inaccurate. My letter is dated for ***** and I have been attempting to have it added since *****. This caused a massive double charge as I pay for private insurance out of pocket that would cover me in the event of an accident but Esurance also charged me on my policy for 6 months. I have asked multiple times for a refund and they state it's not retroactive. This practice is predatory as they do not reach out by mail, email or phone to let you know if there was any issue with your documents or updating your account. They wait for you to be billed and charged again. Once that happens you're unable to be refunded according to their representatives.

  Business response

  07/24/2024

  Attached is the letter sent to the named insured.

  Thank you,

  ********************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I got into a wreck on the 24th of last month. There was a guy driving on the wrong side of the road and hit me head on totalling my car and sent me to the hospital. The driver had no license and no **********************. The ********************** I had included a rental for 45 days. Which they allowed me to keep for 7. I signed over my title to them as requested, still no check, and they are refusing to contact me, multiple messages left, and emails sent. I've been walking to work 5 miles there, 5 miles back. I need this resolved, I have two kids I'm taking care of on my own, and I have to get to work.

  Business response

  07/23/2024

  Please see the attached. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Insurance company (Esurance / National General) provided grossly inaccurate estimates of vehicle damages after hail storm. In order to have anything looked at we are being required now to pay out of pocket for estimates from a body shop for them to even considering reevaluating their estimate. The insurance company is attempting to lowball damages to our vehicles in order to avoid accurately paying for damages. Before we could even discuss the issue at hand a check for one vehicle was mailed to us.

  Business response

  07/11/2024

  Please see the attached. Thank you.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/21/23 I was rear-ended by a person who caused significant damage to my car resulting in 2 months of repair work. During that period I had to rent a car. The person who rear-ended me was covered by Esurance. A year later, on 2/26/24, I received an email from ***********************, MD Consultant II on behalf of Esurance Insurance Compay, instructing me to sign and return an attached release and they would issue payment for $2,098.78 (my out-of-pocket car rental fees). He asked if I wanted to be paid electronically or a check through regular mail. I signed the document and sent it back to him on the same day. I told him I would like to receive the reimbursement electronically and provided him with my checking account information. I have not heard from him since despite several attempts to call and email him. I've also left several messages for ***************************, (whose number was given to me by my claims associate) via phone and email without any response from her as well. I called ******* again today and she finally answered. She said she saw activity/notes on my account from *********************** but could not help me and said I need to speak to him. How can I do that if he never answers nor returns calls or emails? It's been over 4 months since I signed and sent back the release, and 1-1/2 years since I was rear-ended.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In APRIL, I canceled MY homeowner's policy. It was an unpleasant experience because they refused to issue the check in my name or even include my name. Even though I am on the policy and am the one who purchased it. The check has been reissued at least five times. My ex-husband does not have an address, so I'm paying a penalty to my mortgage lender of over $100 a month in shortage payments because the check will not be issued to include my name. If he had a permanent address, he would receive and sign the check over to me. I need a resolution. What world do we live in when a company will not give the check to the woman? This is now costing me money, and we are both upset. My ex-husband is tired of my asking about this check. WE need for this to be over.HPOHO11142850 $963.45

  Business response

  06/28/2024

  Good afternoon,

  Please see the attached response to complainant Summer ********. Let us know if we can be of further assistance.

  Sincerely,

  ******************
  Esurance Compliance Consultant
  CCC-Cust Resolution Sppt-Sr ******************************** Insurance Services, Inc. 
  On behalf of Esurance Property and Casualty Insurance Company

   

  Customer response

  06/28/2024

   
  Complaint: 21912268
  
  I am rejecting this response because:

  I receive all of my mail. ****** has mail issues due to lack of address. How will you get me the check? I'm the policy holder also. 
  
  Sincerely,
  
  Summer ********

  Business response

  07/01/2024

  Good morning,

  Please review the companies response to the complainants rejection. 

  Sincerely,

  ******************
  Esurance Compliance Consultant
  CCC-Cust Resolution Sppt-Sr ******************************** Insurance Services, Inc. 
  On behalf of Esurance Property and Casualty Insurance Company
  
  

  Customer response

  07/01/2024

   
  Complaint: 21912268
  
  I am rejecting this response:

  My address has not been rejected, the primary has. What happens to the money if you are refusing to get it to us? That's my only address. I'm waiting for the attorney general to advise on my rights. Without my name included, I can't send to my work address. 

  What is your direct email? 

  
  Sincerely,
  
  Summer ********

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had An auto policy with e-surance. They contacted me an informed me that they would no longer be insuring people in **. I purchased another insurance policy that was starting on April 15 2024. I notified esurance and asked them to cancel my policy on that date. They agreed. Then I had an automatic payment withdrawn by them for **** I went to my bank and disputed the charges and changed my debit card. They refunded me the money. Then they billed me. I called them and they said they would only charge to May 23. Which I agreed too because they said they would send my claim to a committee who would decide if they could go back to April 15. They required documents to prove I was covered by another company for half of April and **** I sent the documents. They said they couldn't do it because my husband's car, a ****** X-terra was not covered. I emailed them and told them it wasn't covered because it had been wrecked in Jan. 2024 while we were insured with them. I think they should drop the charges. I'm afraid they will send me to collections

  Business response

  06/28/2024

  Good morning,

  Please review the attached response. Please let us know if we can be of further assistance.

  Sincerely,

  ******************

  
  Esurance Compliance Consultant
  CCC-Cust Resolution Sppt-Sr ******************************** Insurance Services, Inc. 
  On behalf of Esurance Property and Casualty Insurance Company

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The following is in regard to flooding that occurred in ***********, ** on 6/21/24 and affected my home: I called customer service on Friday 6/21 to see if my policy covered water damage from the pump giving out, they stated it was covered up to a certain amount. I let the representatives know that this was my first home claim, and I didn't know what to do, that we had been up since 2 am trying to get the water out of our basement. They took my details and stated an adjustor would be in contact and would come and look at the damage. on Monday 6/24 **** finally called and started asking me some of the same information I previously provided. she then asked if I had taken pictures of the damage prior to start cleaning, and I told her that we were busier trying to unplug electronics and dry out as much water as we could, but that the new pump was replaced and that the carpet was still wet and squishy. She stated they could not come out, but that we were supposed to take pictures of everything before the cleaning. I told her it was the first claim and that both representatives I spoke to on the phone did not say anything about that as I was under the understanding that someone would come and evaluate the damage. She made it seem like I was stupid for not even thinking about that, as she said, "well you opened a claim, so..." I let her know I'd provide what I had but couldn't turn back time. Our basement smells of moisture and carpet is still wet.

  Business response

  07/02/2024

  Please see the attached response.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of loss was May 20, 2024. The insurer ( esurance ) is denying liability for their insured (***********************). *****************************, the supervisor and his claims adjuster has denied to pay on claim *********. I provided all details and information about the incident and an eyewitness provided a statement as to who was at fault, and they still denied the claim. ***************** was called but did not respond because the incident occurred on a business lot. I was not at fault and I would like for them to pay for the damages that occurred to the vehicle at the time of this incident.

  Business response

  06/26/2024

  Please see attached company response.

  Customer response

  07/01/2024

   
  Complaint: 21893498
  
  I am rejecting this response because:
  Insurance is not following policy regarding this claim. They told me that I need an eyewitness because the incident occurred on a private lot. They asked me to get video footage that I received from one of the businesses, they told me it was not good enough they told me I need an eyewitness, after visiting different businesses on the strip mall lot, there was an actual witness that was on break that day that I actually saw the entire accident. There was no conflict in stories because I told them exactly what happened from the beginning and the eyewitness  came forward and told them exactly what happened as it happened  They still gave a false reason to deny my claim. There was no police report because the police did not show up. It was a private lot however the damage to my vehicle, and the damage to the insured will reflect that he totally smack my car at a high speed, unusual for reversing and bagging up on the lot. I was in my space when he backed into my car. I attempted to call the police, but they would not con while the insured was on the phone with his lawyer he smelled of alcohol, and he was totally at fault without doubt.
  Sincerely,
  
  *********************

  Business response

  07/02/2024

  Please see attached company response to the Additional Request.

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