ComplaintsforEsurance, Inc.

• Initial Complaint

  08/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in a road rage accident the beginning of June 2021. I spoke with ************************* through email. Who told me during our first conversation that he was going on va3for a week and would touch bases with me. After a week and a half it took me reaching out to him for a response. The 2nd time i spoke with him he stated he was investing the other driver insurance. I have not heard back from him in over a month and i called and asked for his supervisor info ********************************* whom i left a voicemail a week ago and have not had a return call. No one ever came out to look at the damage to my vehicle and no one has been sent to see the other drivers damage. This is extremely unprofessional for someone who has paid their **** on time since i been a customer. I'm driving around with damage to my new car which i only had a week before being hit. This is unacceptable.

  Business response

  08/20/2021

  Our company's response is attached. 

  Customer response

  08/21/2021

   
  Complaint: 15705837
  
  I am rejecting this response because: This the biggest lie i have ever heard. I have proof of the conversations between me and my claim adjuster ************************* where he specifically states that if they could not find the other party responsible that we would THEN use my deductible to cover damage. I was NEVER contacted after that point on whether or not they even investigated the other driver. So this is completely false. Whether or not ******************* wants to accept that he received my voicemail. I also have the recorded conversation with the customer service agent who said that she would also forward my concern to ******************* directly after not getting a call back after 3 weeks. It was not until i filed my complaint that i finally received a response from this company. I was hit on purpose by a driver with road rage so why would i want to pay my own money to have my car fixed without making the other party responsible.  They either never investigated the situation or they failed to follow up with the other drivers info. 
  
  Sincerely,
  
  *****************************

  Business response

  09/02/2021

  Our company's response is attached.

  Customer response

  09/03/2021

   
  Complaint: 15705837
  
  I am rejecting this response because: I have already been in contact with *********************** and he is following thru with my claim. We gave already set up a time to get my car inspected. So whomever this person is i have not spoke to her. Me and ******************** are finally in contact after several months of no contact from the company. It took for me to make a complaint to finally get my claim moving forward. Thank you.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi my name is *************************, I got into a car accident on 7/27 . Ever since then i have heard nothing back from my car insurance company (Esurance) . I have called everyday since then to get in contact with my claim adjuster but have yet to receive a call or email regarding my accident or the status on my car. I did contact the repair shop comes to find out my car was totaled and yet i still havent heard back from Esurance. I did cancel my policy based on what i was told, but i received an email stating my insurance was reinstated without my consent. Once again i contacted Esurance and requested to speak with a supervisor. Ever since then i am unable to call Esurance without the phone going straight to voicemail. Knowing that i paid this business almost $400 a month for over i year this was my first car accident and the worst thing Ive ever had to experience. FROM DAY one they were about to send my car to the wrong towing yard in ***** and i have a ******* license

  Business response

  08/30/2021

  August 17, 2021
  
  
  
  
  Complainant Name:                 *************************
  Insured Name:                        *************************
  Claim Number:                        FXP-0643683
  Policy Number:                        PAFL008424338
  Date of Loss:                           07/27/2021
  Insurance Company:                Esurance Property & Casualty Insurance Company
  NAIC Number:                         25712
  
  
  Dear Ms. ******* G:
  
  Please be advised that Esurance Insurance Services **** (Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the complaint submitted by ************************* regarding the above referenced claim.
  
  On the date of the accident, Ms. **** had an active policy with Esurance Property & Casualty. Ms. **** reported that she was in back to back traffic and rear ended the vehicle in front of her. Liability is not in question.
  
  On 7/29/2021 We confirm and setup a tow from the Tow facility to the shop. We did confirm the correct address for the shop and verified dispatch had it updated correctly.
  
  On 7/31/2021, we received an estimate from American Auto Collision Center in the amount of $5670.65. The vehicle repairs exceeded the state of Florida threshold hold of 90%, so the vehicle was deemed a regulatory total loss. Reinspection was completed and Total loss finalized on August 6th as the actual cash value of the vehicle was confirmed as $4644.00.
  
  Contact was made with the complainant on August 7th whereas it was confirmed that the vehicle had been deemed a Total Loss. The payoff amount was obtained from the Lienholder ****************** in the amount of $6107.37 on August 12th.The Total loss settlement in the amount of $3861.18 has been issued to the Lien Holder directly.
  
  A follow up call was completed with Ms. **** to advise payment had been issued.
  
  Thank you for allowing Esurance the opportunity to respond to this inquiry.
  
  Sincerely,
  
  
  ***************************
  Claims Manager
  Esurance Insurance Services, ****
  On behalf of Esurance Property and Casualty Insurance Company

• Initial Complaint

  08/09/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My vehicle was damaged 2 weeks ago, and Esurance has not communicated to me the resolution to this. The adjuster that was assigned to my claim has a mail box that is always full, and he has only communicated one transmission to me asking for report numbers. I gave him report numbers but have heard nothing back.This is affecting my livelihood, and have tried to be patient. The customer service got me through to another adjuster, and this adjuster flat out lied to me saying she would get in touch with the car repair facility. I called the repair facility, and they said they were never contacted.I called Esurance's parent company, All State, and they tried the same routine as the Esurance people, but to no avail. The rep said she left a message with the supervising adjuster, but apparently that seems to have no validity neither.So far, the only thing I know is that 1 person said "total loss", and car repair place is uncertain. I have paid Esurance all my premiums due on time. every

  Business response

  08/20/2021

  Our company's response is attached. 

  Customer response

  08/24/2021

  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

  08/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started my insurance policy with Esurance in May of this year. At that time, I compiled my coverages online and selected the Rental Car Coverage option. However, when I submitted my policy, Esurance decided to willfully and wantonly delete this coverage from my policy. Fast forward to August 3 when I had a claim. It was then that I found out about the company's deceit. I re-added the coverage that they deleted in a panic. However, Esurance is now trying to s**** me over and leave me without a vehicle for God only knows how long while my vehicle is repaired. This is unacceptable since they are the ones who deliberately removed the coverage. I called the so called "claims adjuster" to see if she could help me only to have her tell me too bad, we don't care you can't get a rental. Use money that you don't have to fulfill OUR responsibility and we won't even reimburse you because that will cut into our undeserved paychecks. This is the most deceitful, unprofessional company ever!

  Business response

  08/23/2021

  August 20, 2021
  
  
  Better Business Bureau, ****
  ***************************************************** 94607
  Via Electronic Response:  bbb.org
  
  
  BBB Case Number:                   15733740
  Complainant Name:                  *************************
  Insured Name:                         *************************
  Policy Number:                         PAFL009069459
  Claim Number:                         FXP-0645454
  Date of Loss:                            08/03/2021
  Insurance Company:                 Esurance Property and Casualty Insurance Company
  
  
  Dear BBB:
  
  Please be advised that Esurance Insurance Services, **** (Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the complaint submitted by ************************* regarding the above referenced claim.
  
  Please refer to the following timeline of claim FXP-0645454:
  
  On 08/03/2021 this claim was reported to Esurance by our named insured, *************************. Our insured chatted online with a representative regarding rental coverage. The representative advised our insured that the rental coverage recently added to the policy would not apply for this loss as she added rental coverage after the loss occurred. Our insured then responded so youre going to leave me stranded? Great company. The representative attempted to explain further,however our insured requested Esurance corporate office contact information, as she advised she wished to ensure the representative was terminated. Our insured continued to argue with the representative and advised she would file a formal complaint.
  
  The claim was assigned to the rapid response team who contacted our insured the same date. Our insured inquired if we assist her with securing a rideshare, our insured was then transferred to policy services.
  
  On 08/04/2021 the claim was assigned to the ******* ************** Our insured made contact via online chat requesting the contact information for the assigned claim handler and their supervisor. A second online chat was initiated by our insured, where she advised she could not immediately reach her claim handler and would therefore continue to call every hour until the claim handler answered the phone.
  
  On 08/05/2021 a claim investigation was opened and assigned to the Special Investigative Unit to investigate the dispute regarding rental coverage applying for this loss. The claim handler contacted our insured via email and phone and secured her statement. Our insured stated she had purchased rental coverage on the date she purchased her policy. The claim handler confirmed our insured did purchase her policy online, however she did not select rental coverage. The original policy declarations pages do not show rental coverages were applied to this policy.Our insured was adamant she purchased rental coverage on the date of purchase. The claim handler advised our insured unfortunately rental coverage was not purchased at time of inception per our records. Our insured then threatened to have the claim handler terminated for not honoring the rental coverage she felt she had purchased with her policy.
  
  On 08/06/2021 our Special Investigator contacted our insured, our insured continued to state she should have rental coverage listed on her policy. The Special Investigator was able to locate internet comments our insured authored on social media, where she stated Esurance removed the rental coverage after she purchased it. A supervisor made an outgoing call to our insured in order to attempt to further explain that rental was not coverage was not purchased on the policy at the time of inception. Our insured demanded Esurance backdate the rental coverage to the date of purchase as she felt that Esurance removed the rental coverage in error. The Supervisor attempted to again explain we were unable to backdate the rental coverage as it was not ever purchased prior to the date of loss.
  
  Later on, 08/06/2021 a ROR was sent to the insured regarding the rental coverage issue. Our insured emailed the claim handler advising they have two options, to either honor the rental coverage for her or waive her deductible as she felt Esurance was lying. Our insured then threatened to take action against Esurance.
  
  On 08/17/2021 the claim handler wrote a partial coverage denial letter regarding the rental coverage based on the fast that the rental coverage had been added the time of loss. It should be noted our insured had admitted to adding the rental coverage after the time of loss. The denial letter was approved and was sent, the *** investigator had concluded their investigation.
  
  
  On 08/20/2021 a representative from the body shop called advising our insured demanded we waive her deductible; we advised the body shop representative we are unable to waive deductible as our insured was found At-Fault this loss. Our insureds vehicle rear ended the vehicle in front of her.
  
  Our insured later called in demanding we assist her financially as she could not afford to pay her deductible, she was advised unfortunately, we could not waive her deductible. Our insured then became irate and started to yell and use expletives towards the claim handler. Our insured then accused him of discriminating against her because she was a white person, she then threatened to take him to court and *** him.
  
  Our insured later called back and advised she was upset as she did not have the monetary funds to satisfy her deductible which caused the body shop to hold her vehicle hostage. It was explained again to our insured she would need to meet her deductible our insured then threatened to take legal action again and *** Esurance.
  
  Esurance strives to provide excellent service and apologizes this was not the case for our insured.
  
  Thank you for allowing Esurance the opportunity to respond to this inquiry.
  
  
  Sincerely,
  
  
  *******************************
  Claims Service Leader
  Esurance Insurance Services, ****
  On behalf of Esurance Property and Casualty Insurance Company

• Initial Complaint

  08/05/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Esurance - Filed a claim after a hit and run - was assigned to ************** - she never returns my calls or emails, only once after I left a message to her supervisor, but again she is ghosting me. I want prompt response and to be dealt with failry and respectfully.

  Business response

  08/06/2021

  Our company's response is attached. 

  Customer response

  08/07/2021

   
  Complaint: 15733348
  
  I am rejecting this response because:

  
  

  First of all, the vehicle that struck me was insured, the policy that the adjustor was able to find originally was expired, BUT that insurance was able to give us the policy and insurance name of the NEW insurance, although I had to find this out myself.  Secondly, there are no messages that you or anyone from Esurance have left on my phone, email or any other means of contact.  I can verify that my information if correct on my account, so it is clear you have not tried to reach out. I will also email you at the email you provided to give you more information about how your company has failed to provide any reasonable services you promise.  

  
  

   
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/23/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I changed insurance in March ******************************************************************************** on my monthly payment. I had an accident last month and the agent that handled my case explained that I pay the deductible out of pocket I explained Ive had insurance all my life and I pay after the deductible is paid by the insurance agency company I pay the difference and the agent never explained that I have a 2018 ******* and Ive not had two accidents in my life talking to my mother parking I tapped a car and called the police in myself I didnt get my car fixed I took my finger and removed the white paint My second pulled in a driveway and messed up my car filed a claim and I cant afford to get my car fixed Also Esurance sent me an email explain because I tapped that car in the Opposite side of the car that I wouldnt receive the depreciation check for my car I feel this insurance is taking advantage of whats going on in the world

  Business response

  08/05/2021

  July 30, 2021
  
  
  Better Business Bureau, ****
  ***************************************************** 94607
  Via Electronic Response:  bbb.org
  
  
  BBB Case Number: 15689902
  Complainant Name: ***************************
  Insured Name: ***************************
  Policy Number: PAGA009064507
  Claim Number: ATL0203190
  Insurance Company:  Esurance Property and Casualty Insurance Company

   

  Dear BBB:
  
  Please be advised that Esurance Insurance Services, **** (Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the complaint submitted by *************************** regarding the above referenced claim.
  
  The insured has expressed concern on having to pay her deductible toward the repairs on her 2018 Chrysler 300 Touring.
  
  The customer is responsible for their chosen deductible for any covered loss under Part IV COVERAGE FOR PHYSICAL DAMAGE TO AN AUTO.  The deductible responsibility is outlined in the section titled Limit of Liability. 
  
  4. Any payment for damaged property will be reduced by the applicable deductible shown on
  your Declarations page and by the salvage value if you or the owner retain the
  salvaged property.
  
   The insured also advised that she felt she was entitled to a payment for diminishment of value. 
  
  In this loss the insureds vehicle sustained relatively minor cosmetic damage.  The damage required the replacement of her front bumper cover and a repair on her repair bumper cover. The payment after her $1000.00 deductible was $597.39.
  
  The customer was informed that Esurance would not be able to consider payment on Diminishment of value as she had a previous documented loss to the same vehicle on 06/13/2019.   Carfax does document the prior loss.  Esurance position is that any basic consideration for diminished value that would have been offered for the current loss minor cosmetic damage is directly impacted by the fact the value was already reduced by the prior accident.   As a concession Esurance will offer our insured a $200.00 settlement on diminished value for the current loss related damage.
  
  A follow up contact was made today with our insured.  She was not available to speak to me.  I have requested she contact me to discuss the compromise diminished value settlement offer at her soonest opportunity. 
  
  Thank you for allowing Esurance the opportunity to respond to this inquiry.
  
  
  Sincerely,
  
  
  *****************************
  Claims Manager
  Esurance Insurance Services, ****
  On behalf of Esurance Property and Casualty Insurance Company

  
  

  Customer response

  08/06/2021

   
  Complaint: 15689902
  
  I am rejecting this response because:When I entered into this agreement the agent made it very clear that the higher Deductible
  Would assist with me saving on monthly payments it was never explained that I would have to pay **** out of pocket. I feel this was a sales trick I would have never picked an higher Deductible during covid. I never filed a claim on the opposite side where the car was hit

  i tapped a car in the parking lot I rubbed the ******************* off the car with my hand 

  the other car was giving a check 

  my car is not fixed to this day. Im asking for the full depreciation of my car and the remaining amount for my deductible

  the agent thats assigned to this complaint called me last week 3 times back to back that I had to answer and ask why are you calling like this Im sick, he apologies and laughed at the same time 

  No professionalism or respect for their clients 

  I feel this company is price gouging during Covid

  
  Sincerely
  
  ***************************

  Business response

  08/23/2021

  August 23, 2021
  
  
  Better Business Bureau, ****
  ***************************************************** 94607
  Via Electronic Response:  bbb.org
  
  
  BBB Case Number:                   156899002
  Complainant Name:                   ***************************
  Insured Name:                           ***************************
  Policy Number:                          PAGA009064507
  Claim Number:                          ATL0203190
  Insurance Company:                 Esurance Property and Casualty Insurance Company
  
  
  Dear BBB:
  
  Please be advised that Esurance Insurance Services, **** (Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the additional complaint submitted by *************************** regarding the above referenced claim.
  
  Esurance records indicate this policy was purchased on 04/21/2021 to be effective from 04/30/2021-10/31/2021.
  
  Our insured completed and signed the personal automobile application along with the Terms and Conditions on the date of purchase and she selected a $1,000 Collision deductible for her Chrysler-300 Touring vehicle.
  
  On 06/10/2021 our insured was involved in a loss.
  
  On 06/25/2021 and 06/27/2021 our insured amended her policy and changed her Collision deductible for her Chrysler-300 Touring from $1,000 to $500. As stated in the prior response our insured is responsible for the deductible she selected on the date of purchase.
  
  On 07/30/2021 and 08/05/2021, Esurance attempted to contact our insured to further explain the diminishment of value for her vehicle. On 08/05/2021 our insured replied and advised she was ill and would follow up with the following week. To date we have not received any further communication from our insured.Esurance considers this matter closed.
  
  Thank you for allowing Esurance the opportunity to respond to this inquiry.
  
  
  Sincerely,
  
  
  *****************************
  Claims Manager
  Esurance Insurance Services, ****
  On behalf of Esurance Property and Casualty Insurance Company

  Customer response

  08/24/2021

  The agent explained choose the higher premium for your payments to be lower never stating that if there is an accident the payment of **** I would be responsible for, if that information was given I would have chosen the lower amount 

  I switched my premium because I cant afford a **** that I have to payout of pocket not subtracted from the work 

  if that information had been given in the beginning I would have choice 509 not 1009
  A supervisor emailed then called me three times back to back 

  when I answered he laughed when I asked why are you calling me back to back 

  Im sick with a stomach virus please call me at a later time 

  I received another email asking me to accept a settlement 

  if your practices are legit why do I need to settle 

  my car needs to be fixed and I cant afford to fix it with the 538 check that was sent 

  again the last accident with a different insurance company I tapped a car parking the third party got her car fixed I didnt and did not file a claim I didnt receive anything g for my car but Esurance is stating they wont pay because the last insurance did 

  not true 

  I want my car fixed and apologize for bad customer service especially with a supervisor harassing me calling back to back thats a violation of FTC and FDCPA up to a **** a violation 

  Im filing a complaint with FTC now 

  I have prof of the back to back calls, texts and emails 

  someone needs to return my call 

   

  Complaint: 15689902
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/23/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  06/08/21, Esurance Ins issued a auto policy PANC *********, with an "adverse underwriting decision", stating they are not able to give me the best auto rates due to consumer reporting agency ****** Nexis". ***** Nexis reports shows nothing about any adverse remarks on my credit report, and says Esurance is the one that comes up with the auto rates from what they send to them. Spoke with Esurance, and they stated, "we come up with our rates from the information they receive from ***** Nexis and could not come up with any type of explanation of why I had received a adverse underwriting decision". I would like to find out the reason for the adverse underwriting decision from Esurance and to make sure this is not a standard policy with Esurance in NC. I have discontinued my policy with Esurance due to the supposedly adverse remarks Esurance says I have from ***** Nexis and cannot get a straight answer. Thank you for time. ****

  Business response

  08/10/2021

  Dear BBB:
  
  Please be advised that Esurance Insurance Services, **** (Esurance), on behalf of Esurance Insurance Company, is in receipt of the complaint submitted by *********************** regarding the above referenced personal automobile policy.
  
  Esurance records indicate this policy was purchased on 05/07/2021, to be effective from 05/07/2021-11/07/2021.
  
  On 05/08/2021 an email was sent to our insured advising we needed to verify his ************** residency. The email advised:
  
  Our records indicate that you currently have a driver's license that was not issued by the ***********************. In order to confirm your eligibility for a ************** auto insurance policy, we'll need to verify that you're a ************** resident by 05/27/2021.
  
  If we are unable to verify your ************** residency, your policy may be set to cancel or non-renew.
  
  On 05/31/2021 a Cancellation Notice generated advising the policy would cancel on 08/08/2021, as residency documents were not received by 05/27/2021 as requested.
  
  On 06/01/2021 our insured called Esurance to inquire about the Cancellation Notice and advised he would submit the requested residency documents. Our insured emailed the requested residency documents and called to request the details of his previous policy from **************. The insured advised he received a letter from ******** advising his drivers license and/or vehicle registration would be suspended. The Esurance representative advised our insured to advise ******** he now resided in **************. A letter of Experience was emailed to our insured.
  
  On 06/08/2021 upon review of the received residency documents, the policy was reinstated and would no longer cancel on 08/08/2021. An email was sent to our insured advising we have received the residency documentation you sent and want to confirm that the documents are sufficient. No further action is needed at this time. Your policy status is active.
  
  On 06/09/2021 our insured called Esurance to inquire about his payments as he was concerned his policy was cancelled and then restarted which he felt was hurting his credit.The Esurance representative advised his premium had not increased and his policy had not cancelled since we received the residency documents. A letter of Experience was emailed to our insured.
  
  On 06/10/2021 our insured spoke with a Supervisor who confirmed the policy did not cancel on 05/31/2021 due to the residency verification, a cancellation generated advising the policy would cancel in the future on 08/08/2021,therefore there was no lapse in coverage. Once residency was confirmed the cancellation notice was removed and the policy reinstated to continue coverage past 08/08/2021 thru the policy term. Our insured also advised he was upset about the Adverse Underwriting Decision Notice (located in the Original Policy documents).The supervisor confirmed the premium had not increased and payments had changed due to the June payment invoiced being spread over the remaining monthly payments. The supervisor further advised our insured may still manually make a payment of $188.43 and we can update the following months invoices if desired.
  
  On 06/23/2021 our insured called Esurance to inquire about the Adverse Underwriting Decision Notice as he had received conflicting information from them. A policy review was also submitted on this date.
  
  On 06/29/2021 an email was sent to our insured which advised the following:
  
  We have reviewed your policy and found that your current premium is correct at $893.00.
  
  The Adverse Underwriting Decision Notice was issued based on the credit-based insurance score we received from *****Nexis Consumer Services. *****Nexis is the leading provider of consumer report information for insurance companies.
  
  Most insurance companies, including Esurance, use credit-based insurance scores to help determine insurance rates. If you have a high credit-based insurance score, you can generally expect to pay less for auto insurance than someone with a low credit score.
  
  These are some of the factors that *****Nexis considers when determining your credit score:
  Types of credit in use
  Payment and/or collections history
  Balances and credit limits on your accounts
  Number of accounts and length of time they've been open
  Inquiry activity
  
  *****Nexis scores do not consider age, marital status, ***, national origin, religion,color, race, occupation, address, or income.
  
  You have the right to dispute inaccurate information in your credit file. However,because Esurance is only allowed to obtain your consumer report and not allowed to change it, you should contact *****Nexis if you have questions about the information we obtained from your consumer file. In fact, we encourage you to review your credit report at least once a year to make sure it is accurate and to prevent identity theft.
  
  To contact *****Nexis:
  *****Nexis Consumer Services
  P.O.Box 105108
  *******************************
  Telephone:**************
  www.consumerdisclosure.com
  
  If you do get in touch with *****Nexis, please note that they are not responsible for our underwriting decision and will be unable to provide you with specific reasons for your policy adjustment.
  
  We hope this answers any questions you may have had, and we apologize for any inconvenience this may have caused. If you have any further questions, please call our customer service center at 1-800-ESURANCE ***************). If you would prefer that we contact you please reply to this email with a date, time,and a contact number and we will get back to you. We're here to help you 24 hours a day, 7 days a week.
  
  On 06/30/2021 our insured replied to the email from the day prior advising he wanted to know about the Adverse Underwriting reasons.
  
  On 06/30/2021 Esurance replied to our insured advising:
  
  Insurance companies use a variety of score models. Some companies use generic insurance scores that have been developed by ***** Nexis or other third parties. A growing number of insurance carriers use custom scores that have been developed to meet that company's specific underwriting criteria.
  
  ***** Nexis is considered a ************************* under the Federal Fair Credit Reporting Act and its state analogues, but ***** Nexis is not a credit bureau or insurance company. ***** Nexis does not make credit decisions or identify insurance underwriting guidelines. ***** Nexis's role is to supply information to the insurance carriers, which the carriers can review in order to assist them in making an underwriting decision.
  
  ***** Nexis is a reseller of credit information. ***** Nexis provides a system for the carrier's home office or insurance agent to access credit bureaus in order to receive an individual's credit report. Once the report is obtained by ***** Nexis, a score may be systematically calculated and returned to the insurance company to assess the risk and assist in making an underwriting decision.
  
  The data returned to the insurance company or agent can include the full credit report, a subset of the credit report, an insurance score, reason codes, a customized message based on the credit data and the carrier's underwriting guidelines, or a combination of these information products.
  
  After we receive the data from *****Nexis it is entered into proprietary actuarial models used in determining our customer's premium. Given the complexity and proprietary nature of these models we are unable to provide the specific indicators in the ***** Nexis data which triggered the notice.
  
  On 07/08/2021 our insured requested to cancel his policy.
  
  On 07/08/2021 the policy cancelled per our insureds request. Our insured called later the same day to inquire about his final payment invoice.
  
  On 07/13/2021 the final payment was received.
  
  On 07/16/2021 a final email was sent to our insured advising: After we receive the data from *****Nexis it is entered into proprietary actuarial models used in determining our customer's premium. Given the complexity and proprietary nature of these models we are unable to provide the specific indicators in the ***** Nexis data which triggered the notice.
  
  Esurance strives to provide excellent service and apologizes this was not the case for our insured.
  
  Thank you for allowing Esurance the opportunity to respond to this inquiry.
  

  Customer response

  08/17/2021

   
  Complaint: 15687566
  
  I am rejecting this response because:  I am not concern about how much my insurance was. The only thing I would like to know is why I was given an "ADVERSE UNDERWRITING DECISION NOTICE" stating "We did not give you our lowest rate due, in part, to information from the consumer reporting agency identified, know as ***** Nexis." I have received my credit report from ***** Nexis and I see no where on it, were i was delinquent on any any accounts past or present.  Esurance response stated "the Underwriting Decision Notice was issued based on the credit-base insurance score they received from ***** Nexis".  Esurance also stated: "most insurance companies, including Esurance, use credit-based insurance scores to help determine insurance rates. If you have a high credit-based insurance score, you can generally expect to pay less for auto insurance than someone with a low credit score." My credit score runs in the mid 770's and now currently in the 800s!  So, once again, I would like to know why Esurance gave me a ADVERSE UNDERWRITING DECISION NOTICE based on ***** Nexis report scores!! I would even like to know what the scores were. Esurance should be able to give explanations and scores why policy holders receive Adverse notice, vice saying they received their scores based on ***** Nexis.

  
  Sincerely,
  
  ***********************

  Business response

  09/14/2021

  September 13, 2021
  

  Better Business Bureau, ****
  *************, Suite 625
  *****************
  Via Electronic Response: bbb.org
  

  Re:

  BBB Case Number: 15687566
  Complainant Name: ***********************
  Insured Name: ***********************
  Policy Number: PANC9083158

  Dear BBB:
  

  Please be advised that Esurance Insurance Services, **** (Esurance), on behalf of Esurance Insurance
  Company, is in receipt of the additional complaint submitted by *********************** regarding the above
  referenced personal automobile policy.
  

  The Adverse Underwriting Decision form is a standard form included in all policies countrywide. It is
  standard practice as we are required to inform the customer that we obtained and used 3rd party data as
  part of our rating practice.
  

  The items listed on the form are systematically triggered by finds on the reports such as Credit, MVR and
  CLUE. The items listed are not necessarily a negative impact as we are required to list primary impacts
  used from report data.
  

  For this customer, the insurance score was the primary influence on rate so on the form we listed outprimary influences of the customers insurance score (credit-based).

  We understand the form itself can be construed in a negative connotation, but this is a standard form
  provided to all policy holders regardless of premium/rate received.
  

   

  Please Note, this policy was also noted that we responded to the customer via email with the following on
  07/16/2021:
  

  Hi *****,
  

  Thank you for contacting Esurance.

  
  After we receive the data from LexisNexis it is entered into proprietary actuarial models used in
  determining our customer's premium.

  Given the complexity and proprietary nature of these models we are
  unable to provide the specific indicators in the **************** which triggered the notice.
  

  Please let us know if we can assist you with your insurance needs in the future. We've appreciated having
  you as a policyholder!

  
  Sincerely,
  

  The Esurance Customer Service Team
  E-mail: [email protected]
  P.O. ************************************************************ www.esurance.com T ************ F ************
  Telephone: 1-800-ESURANCE ***************)

  
  Thank you for allowing Esurance the opportunity to respond to this inquiry.
  

  Sincerely,
  ***************************
  Compliance Analyst
  Esurance Insurance Services, ****
  On behalf of Esurance Insurance Company

• Initial Complaint

  07/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We are in the process of selling our house & the buyers wanted an insurance adjuster to review the roof. Prior to contacting insurance we had a roofing contractor come out and review for damages, they found damages and submitted it to our current insurance provider who stated that the last reputable hail storm occurred 6/11/2018, prior to our policy with ********* would need to contact our previous provider, Esurance. Esurance sent an inspector out, who told us in person we had damages, but upon review from Esurance adjuster they are stating there is no hail damage to our roof (inspector also found hail damage to our shed that has yet to be mentioned by Esurance adjuster.) We submitted a Benchmark report showing ****" hail at the property on 6/11/2018, Esurance states "you do not have hail damage you have granule loss." Our contractor submitted photos showing impact damages to our shingles along with hail dents to ************** on the *********** still claim we do not have hail damage

  Business response

  07/28/2021

  July 28, 2021
  
  Better Business Bureau
  Attention:  *******************************
  *************, Suite 625
  *****************
  Via Electronic Response:  goldengate.app.bbb.org
  
  
  RE:        ID Number:                           15675759
              Complainant:                           *********************
              Named Insured:                      *********************
                                                          *********************
              Claim Number:                       HOM-0048774
              Date of Loss:                          06/11/2018
              Policy Number:                       HPNE011118529
              Policy Inception Date:             01/01/2020
              Company:                              Esurance Insurance Company
  
   Dear ********************:
  
  Esurance Insurance Services, **** (Esurance), on behalf of Esurance Insurance Company, is in receipt of the consumer correspondence submitted by ********************* regarding the above referenced automobile policy.
  
  On July 12, 2021, Esurance received notification of this loss from the insured.
  
  On July 17, 2021,Esurance inspected the damages to ***************** residence and again on July 23,2021, with a contractor for ***************** present for both inspections. The results of both inspections showed damage attributed to normal wear and tear or deterioration of the shingles which is not covered under ***************** policy. The second inspection confirmed light hail damage to the roof vents and some of the downspouts on the property. An estimate was written for the repairs to these materials that was below the deductible on the policy for ***************** so no payment could be issued. This finding was discussed with ***************** and sent to her in writing along with a copy of the estimate on July 26, 2021.
  
  Thank you for allowing Esurance the opportunity to address your inquiry
  
  
  Sincerely,
  
  *************************
  Claim Service Leader
  Esurance Insurance Services, ****
  On behalf of Esurance Insurance Company
  

  Customer response

  07/29/2021

   
  Complaint: 15675759
  
  I am rejecting this response because: I have had 3 BBB A+ Accredited roofing contractors come out and tell me that I have hail damage to my roof that any other insurance company would have covered, however, the 3rd party company (who is not accredited and has a BBB F rating) that was sent out to inspect on Esurance's behalf and submit photos for Esurance's review did not reflect the damages. After an escalation allowed a reinspection with contractor present, Esurance has admitted there is hail damage to roof vents, gutters and downspouts that did not meet our deductible, but that same hail that damaged gutters somehow did not damage the roof in any way.
  
  Sincerely,
  
  *********************

*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. ↩