Complaints

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have found it literally impossible to get my claim paid. GO Insurance only communicates primarily thru email and text. There has been only one phone call to take the statement of what happened. I filed a claim on Nov. 22, 2023. Since early Dec, I have gotten the run around regarding getting payment for this claim. I have quickly complied with all documentation they requested to be told every time that they are waiting for approval from this team or that team. It literally takes weeks for the adjuster to get answers from this "team". I have been waiting over 3 weeks for my payment to be approved and sent to me. I have asked for a supervisor, emailed him and the claims manager finally replied after a week, on Jan 25. 2024. He said my claim has been escalated for payment. He said Go has undergone payment restructuring to ensure prompt/more efficient claim payments. So what? So they stopped paying claims to do that? I doubt it. Now he will not reply to my emails. I have emailed them the TX stance of 30 days after our agreement on a settlement to accept or reject it then 5 days to issue payment. Those guidelines have long expired. After reading countless testimonies from clients, I am convinced this company is a scam and will make every effort not to pay my claim even though I have paid my premium faithfully. I have found I cannot easily get to anyone past the original adjuster, and she is not able to make any decisions that will get us closer to payment. During this game of wait and wait, I am without a vehicle. This is not fair. I am at a loss regarding how to get this company to honor the policy and pay the claim. This has caused me great stress and anxiety. I desperately need help to find a resolution, so I can move on from this horrific experience. GO Insurance should not be allowed to get away with this. I accepted the settlement amt $8302.56 and still nothing. I don't think anyone in their right mind would think this is acceptable.want to be able to resume my life as it was before the accident. Now it's consumed with contacting them almost daily and waiting weeks for no answers or resolutions. They need to honor the policy they sold me. This accident was on Nov 22, 2023, it's now Jan 31, 2024. I have been more than patient, it's time for this claim to be settled.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had an auto accident and the car got totaled and towed to a scrap yard. The insurance place contacted my brother in law ****** about paying for stuff. Since the car was officially in my name, not theirs they needed a picture ID from me and a paper notarized so they could go ahead and pay for everything.We did just as they asked, but the insurance said we did it wrong. Which we didn't. They said I needed to sign the notary paper at the top and on the witness spot. Of couse we tried doing that as well.We went to 3 different notaries and they said they couldnt do that. I cant be a witness to my own notary. We told the insurance abour this and wouldnt accept it. They just say its been done before.I have attached some pictures of what we are dealing with. One is an example of how they want it signed. They sent it to us like this. This is their picture.

  Business response

  01/29/2024

  Hello, 

  The power of attorney document is required to be completed in order to more forward in the claims process. On 1/10/24, the adjuster provided the customer with an example form on how it needs to be filled in. On 01/17/24, 01/19/24, and 1/26/24 the adjuster followed up with the customer for the completed form. At this time the form is still pending to be complete and notarized with a witness. 

  The adjuster will continue to follow ** in order to move the claim forward once the form is completed accurately. 

   

  Thank you, 

  Go Claims 

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 10/8 my renewal policy was cancelled due to non payment. On 10/18 I called and confirmed the policy was cancelled since I had contacted a different insurance company for coverage. On 10/20 my renewal payment was processed even though my policy was cancelled and confirmed cancellation on 10/18 with a live representative. I have tried for 3 days to contact customer service. Their phone number is down and makes me use the app to contact someone. I am given and auto-generated message that states: "We are experiencing higher than normal wait times due to a current system outage. We expect to have this resolved within 1-2 business days. We will hold your place in the queue and be with you as soon as possible. You can also check out our *********** for general questions." It has been past the 1-2 business days and I need my money back! This was an unauthorized charge on my account, after confirming my renewal will not be reinstated. Unacceptable business practices and hard to reach. Looking at multiple complaints on here, it seems like I will need to go through my bank to get reimbursed. DO NOT USE THEM FOR YOUR AUTO INSURANCE NEEDS.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have put in an insurance claim and it is very bothersome that I do not get emailed back , text back and they do not pick up phone. I put in claim on May 15th and they just approved to pick up my truck last wed. They are not wanting to cover rental more then ****** and that is not fare when it took them a month in a half to even pick up truck. I need a car to get to wk and have children. Now they are telling me they are sending me ***** for damages. Honestly, you think I would have paid ***** for ***** ck I need help getting my truck fixed and rental paid for. I dont understand how this insurance works when they never even sent an inspector. It should not take almost 2 months to start working on my truck.

  Business response

  07/17/2023

  Hello, 

  We are in receipt of your complaint ID ******** dated 07/15/2023. Please accept this as Go Car Insurance response. 

  ****************** reported a claim with a date of loss of 05/15/2023, the claims specialist was assigned the same day and made contact with the customer to go over the next steps on her claim. The initial recorded statement was completed on 05/16/2023 with the customer. The claims specialist requested the police report to be returned.On 05/19/2023 and 05/23/2023, the claims specialist advised the claim was still under coverage review. On 06/05/2023, the claims specialist advised the coverage review was completed and we were pending the estimate to be returned from comsearch. The initial estimate from the body shop was for $1040.41 and the customer had a $1000 deductible, payment of $40.41 was submitted to the customer. The claims specialist advised on 06/26/2023 we have not received any supplements at that time and submitted the payment for the original estimate. On 06/28/2023, the customer sent in receipts for her rental reimbursement. On 07/06/2023, the claims specialist asked the customer for an itemized receipt on rental and also stated we did not receive the supplements from the body shop. On 07/13/2023, the supplement was sent over and the claims specialist sent it for review. 

  We will continue to work the file until complete. 

   

  Customer response

  07/19/2023

   
  Complaint: 20277630
  
  I am rejecting this response because:

  Attached are all text messages and emails with Adjuster. My adjuster has communicated with me maybe twice since this process has started. I have sent numerous emails; text messages and left voicemails and she never answered or returned my calls. The first time i had talked to her after she put in my claim, i told her i had picked a mechanic and they were looking into taillights, she said you are not able to start anything until you get approved. My truck sat in my driveway almost a month and a half. The next time i heard from her was the 26th of June, after sending emails after emails, text after text and the multiple messages, no responses.  The 26th of ******************* finally sent me an email stating my claimed had been approved for *****, i called her right away, as that was a slap in the face to me. I asked her to explain to me how she figured that was the cost of the damages on my truck. She explained to me that mechanic shop needed to send supplements if it had more damage. I then asked her, ok so when is someone going to go pick up my truck. She knew very well my truck was not at mechanic shop or drivable as we had talk about this at the biggening. She is also the one that told me to wait to do anything. Why would i have put in a claim for ***** seriously. My damages where clearly more than ********, which is my deductible. How did ******* or insurance want my mechanic to submit supplements if i was told to wait until approval to do anything with my truck.  After truck was at mechanic's they submitted everything and they also mentioned to me that an adjuster had been to my house to see truck, that was a shock to me as I was never told someone was going to go look at my truck or went to go see it, again no communication from my adjuster. I even sent text an email's asking about my truck getting picked up and never received responses. Apparently, ******* was also out some time and i was to email or text ******, whom i would receive a response back from. Those are also attached.  

  My truck was not in an accident, there is no reason at all i should not have my truck by now. The taillights where stolen and sunroom has damage as well, that's it. That should not take 3 months to fix, we are not waiting parts either. This whole time we have been waiting on you the insurance company and or the adjuster to do her job. Obviously, my claim was not being worked as there was zero communication with me. That is not fare to me that I'm being stuck with almost 3 months of rental fees because you guys had turn over, management change or employee shortage. I have talked to my Broker and apparently there where some big changes with Go Insurance and that again is not my fault. Someone dropped the ball on my case and i just want go insurance to make this right. I want my truck back and i want my rental fees taken care of.    
  
  Looks like i can't add all attachments. I'll add a couple.  
  *****************************

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was stolen on the evening of 2/7 and I filed a claim with GO Insurance on 2/8. It took a week for anyone to contact me regarding the claim. We are now 45 days since the claim has been filed, and I cannot get an update from the adjuster or their supervisor. 21 days ago the claim was undergoing final approval, but I cannot get a response on when I can expect the settlement to go through. I have made 2 insurance payments and 2 payments to the lien holder on the vehicle in this time. Additionally, I have paid over $2400 out of pocket for a rental car that I am still waiting on reimbursement for. I had to return the rental car because GO Insurance is dragging out this settlement and I could not afford $600 a week to have transportation.

  Business response

  04/12/2023

  On 03/20/2023 the customer reached out for a status update, however, the adjuster on file was unexpectedly out of office and the claims manager information was provided to the customer. The claims manager contacted the customer on 03/23 to advise he was looking over the file to confirm all necessary documentation was provided. The customer reached out on 3/27 for a status update. Customer and agent reached out on 3/30 again for a status update. The claims manager responded 3/30 to obtain the missing agent statement to complete all documentation. Agent provided their written statement on 3/30/23. After final review of all documentation and statements, payment totaling of $46,285.94 to the customer was requested on 04/11/23 and approved on 04/11/23. Customer was sent a link to set up his electronic payment. 
  
  

  Customer response

  04/13/2023

   
  Complaint: 19875194
  
  I am rejecting this response because:
  

  While the information provided is correct, there are many details left out. The adjuster on the claim (*****) was unexpectedly out of office TWICE during this 62 day period. I was told TWICE we were waiting on final payment details and then went weeks with no response or updates on the claim. This company makes a habit out of not providing information, or returning emails. It should not take 40 days to reach a settlement once the company had determined the value of the vehicle and that it was not recoverable. Please see the timeline below of communications:

  My vehicle (Chevrolet ****) was stolen from my residence in ****** on 2/8/2023. The ************************ responded and conducted their investigation and gathered the information they needed from me. 
  
  
  Promptly after, I filed a claim with my insurance company GO Insurance. I received an automated response at 9:04pm stating we would need to set up a zoom call, of which I had to choose via their calendar of availability. I scheduled the first available time of one week later on 2/15. The adjuster (*********************) was unexpectedly out of office, so her supervisor (*************************) was to conduct our initial meeting. Information was provided on their procedures of trying to locate the vehicle, and if it was non recoverable then we would start the process of paying it off. 
  
  
  On 2/20 I sent a check in email to ***** stating I had already spent $800 of the allotted $1500 on the policy. I advised that the vehicle that was stolen is used to tend to my livestock and I was unable to complete these tasks with the rental vehicle.
  
  
  On 3/1 ***** sent a sworn statement for me to sign but was running reports to estimate the value of the vehicle before moving forward.
  
  
  On 3/2 3:00 PM ***** emailed me stating the Value of the vehicle was $42,339. I had the document notarized at my local *** store and it was returned via email at 3:48 PM.
  
  
  On 3/6 (after a few follow up emails from myself requesting an update and ensuring they had all the needed information) ***** stated Everything was good with the sworn statement and that her team is working on one final report and will be pending payment approval from the management team.
  
  
  On 3/9 I requested a copy of the police report so I could provide it to my GAP insurance company, and ***** responded the same day stating they did not have a copy of it. I advised as of this date that I was 1 month into my car rental which I am paying out of pocket and could no longer afford the weekly rate to keep the vehicle. 
  
  
  On 3/10 ***** responded that the claim was under final review, and then she would be highlighting the urgency in consideration to the rental car cost in an attempt to expedite. 
  
  
  On 3/13 I purchased a used vehicle that would allow me to return to tending to my livestock, but had to have the help of my family in order to do so. 
  
  
  On 3/14 I returned the rental car and provided a receipt (attached) for the amount of $2,419.14 I paid out of pocket. Which was over my $1500 allowance provided under my policy. I asked if any additional information was needed to start the reimbursement.
  
  
  On 3/15 ***** stated it had been uploaded to the claim and had notified the team it is for review. She would continue to checkin in on the progress.
  
  
  On 3/20 (40 days after the claim was filed) I emailed ***** for an update on the claim as well as the reimbursement for the rental car. I immediately received an out of office reply which stated I should contact her supervisor *******. I did such and requested an update and looped him into the entire email thread.
  
  
  On 3/23 ******* responds stating he would provide an update in ******* absence
  
  
  I send multiple emails requesting an update
  
  
  On 3/30 ******* responds to myself and my agent (After my agents attempts contacting him, the company, and the parent company) stating they are wrapping up the claim, he has submitted the rental car overages for approval, and he hopes to have this claim wrapped up by the end of the week.
  
  
  On 4/3 I emailed ******* for a status update. He replied the same day stating he worked on the claim over the weekend, and has again escalated the payment request and hopes to send out payment confirmation within the next 24 hours. 
  
  
  This is the last communication I have received from ******* even after 9 follow up emails from 4/3 - 4/11.

   

  On 4/11 ******* sent a settlement offer which was unsatisfactory as It did not include the full rental car reimbursement that was escalated on 3/30 (see above). I also asked for reimbursement for 2 months of insurance premiums as it took 40 days to reach a settlement on a vehicle that was determined to be unrecoverable. Additionally, I asked for 2 months of car payments on the vehicle again as it was deemed unrecoverable 40 days prior to the settlement. I responded to him via email on 4/13 and have not heard back. 

   

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

• Initial Complaint

  01/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ive been with GoInsurance since 2020 at the start of the pandemic, but on January 4,2023, my vehicle was stolen and I filed a claim the same day. As of today, Ive still havent even heard from an adjuster, no one responds to emails, phone numbers go straight to voicemail or just hangs up on you. Sadly, looks like Ive been scammed. Its very frustrating one, to have someone steal your car then to add insult to injury, finding out your insurance isnt worth the paper its printed on.

  Business response

  01/26/2023

  Hello, 

   

  Thank you for your inquiry regarding *********************** claim. We have contacted ******** and the assigned adjuster, *****************************, will continue to work with the customer in getting her claim resolved. 

   

  If any additional information is needed please let us know. 

   

  Thank you, 

  Go Claims Team 

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I was in a car accident in October 2021. Go Insurances app interface made it easy to report my claim, but I was not contacted for over a month. I ended up with a huge rental fee that I was told would be reimbursed after weeks of trying to get ahold of anyone from the company. To this day I have not been reimbursed. After my car was fixed in January, I was still experiencing issues. After one days use I took it back to my mechanic and we are still waiting for the insurance company to approve additional mechanical problems that were discovered. We are now passed 5 months since my accident and I still dont have my car, my reimbursement for the rental, or have yet to be contacted by anyone in the company for the new discovered issues. My mechanic and broker are also attempting to make contact and have not heard from anyone. I would really appreciate a contact for Go Insurance that can help me resolve these issues. Thank you,*************************

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I have been insured now for 3 years with the company, had an accident on March 16,2022 and I have yet to hear from an adjuster to get my car repaired. I have called, emailed and text and still to date no one has responded. My vehicle has been with the dealership since the accident and they cant even get in touch with no one as well. My monthly premium is deducted on time every month, but I cant get in touch with no one . I dont know what else to do, cant get a rental or my car repaired unless I hear from the adjuster and its been since March 16th since I had the accident.. please help .

• Initial Complaint

  03/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  BBB unable to locate business

  More info

  Filed a claim on 3/6 for accident on 3/5 PM. I have sent multiple texts/emails/go chat and have not been able to speak to a real person, or an adjuster. I filed the claim in the app and an adjuster still has not been assigned at this time, 2 and a half weeks later. My insurance broker has also tried to contact Go insurance and also redpoint mutual their underwriting company and hasn't been able to speak to anyone.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  02/20/2022 My Car was hit on 02/20/22 Filed a claim with go insurance on 02/20/22,Have not heard from an adjuster all they keep saying is they will connect me soon.

*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. ↩