ComplaintsforCSAA

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got into accident in city ********* on highway ******************************************************************* the third line , she switch lanes and run into my ***** pilot and hit me on the right side of it, including back door , fender and wheel.I immediately call the police and they arrived in 2 minutes and we pool over and she was very very upset with me and the police. Calling names and she wont let me approached to her to exchange information. The police file a report and we got each others information too. My adjutor and the police report said that Im not at fault, her Adjustor said that she is not at fault. After calling and talking to my Auto Insurance and file the report, my adjuster just wont turn my calls nor my emails , which its been so many times that I called and emailed to them since May 14th 2024 when the accident happened. I need someone to help me to figure it out how my insurance fix my car , since they dont respond to me. I have CAAAA insurance and the other party have the same. .My Claim number: 1005-728993 ******************************

  Business response

  06/27/2024

  Dear BBB,

  The complainant has indicated that they are not liable for the accident and has requested assistance with repairing the damage to their vehicle. We conducted a thorough investigation into the accident and determined that the complainant was not at fault for this loss. We informed the claim adjuster representing the opposing driver that liability is being denied in this case. Regrettably, the complainants insurance policy does not include collision coverage for the vehicle involved in the accident. As a result, we are unable to provide coverage for the necessary repairs to their vehicle. We have advised them to coordinate with the other drivers adjuster to address the repairs needed and have provided the necessary contact information.
  

  Should you have any questions or require any additional information please contact me at the number below. 
  
  Sincerely,

  
  *********************
  Claims Manager
  ************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In May 2024, I contacted AAA regarding a separate issue. After resolving that issue, the agent who assisted me provided unsolicited information about a "discount" that could be applied to my auto insurance. The agent informed me that with the discount, my monthly payment for **** would be $125.59. I repeatedly asked if this discount would affect my future payments or cause increases. The agent assured me it would not, and my payment would revert to $541.59. I asked for confirmation multiple times.However, upon checking my policy payment due for July, my payment has now increased to $645.59 and will remain at this amount until Oct.2024. Previously, I was quoted $541.59 per month from Dec. 2023 to Oct. 2024. Several agents, supervisors, and managers *** reached out to admit they don't know why the initial agent did not disclose the increase. I was misled, resulting in a higher monthly balance. My payment history shows consistent $541.59 payments. If the agent had disclosed the full impact, I would not have accepted the "discount," which is a deceptive tactic to rearrange policy payments. AAA has refused to adjust my payments back to $541.59 despite admitting their agent's mistake. They have told me that "everyone makes mistakes" but refuse to take accountability and investigate why the agent marketed the discount in this manner. They stated that they reviewed the call recording with the initial agent but still refused to take responsibility. Their handling has been rude, improper, and very unprofessional.The manager I last spoke to on **** 21, said there's nothing they can do to revert my payments to $541.59 and that I should pay $400 today and the remaining $541 to adjust it. When I asked what type of discount the agent added to my account, the manager *********************, "I dont know."I am seeking the BBB's assistance to have my billing adjusted back to the original $541.59 per month, as AAA falsely advertised information to me that was extremely deceptive and untruthful

  Business response

  06/25/2024

  Dear BBB,
  
  After a review of the transaction in question, a policy change was made adding $416.00 to the policy term ending on 11/01/2024. When a premium bearing change is made the additional premium will be spread amongst the remaining installments. Due to there being no additional payment in June the installments increased. A Declarations Page and an Installment Schedule was sent to the complainant on 5/28/24. As such, the remaining balance on the policy will be collected over the final 4 installments (July-November).
  
  Please note that we are not able to accommodate the request for a refund, as State regulations forbid the Company from rebating valid policy premium.
  
  Sincerely
  
  CSAA Insurance Group Policyholder ********************

  Customer response

  06/25/2024

   
  Complaint: 21882202
  
  I am rejecting this response because: CSAA/AAA is still refusing to accept accountability for their worker's multiple lies about the discount that was offered. Their workers have admitted several times that they have listened to the audio recording of the phone call I had with the initial representative. I was outright told, "Everyone makes mistakes," as a defense for why their employee provided me with unsolicited information about a discount. As the records I've previously attached show, I was making my payments of $541.59 without issue. I was informed that for ***** $125.59 would be my balance. I am a human with real-life responsibilities and bills; what sane person would accept a lower bill one month only to pay the difference in four increments resulting in a higher monthly balance going forward? This simply is not doable for me and not what was explained.

  
  Frankly, I am disgusted by CSAA's dismissive attitude in taking zero accountability for their worker's deceit. I was not aware of the effects this so-called "discount" would have. Once more, this was not a "discount" but, as CSAA has admitted, a policy change that was not truthfully explained. I believe these tactics need further investigation as they violate my consumer rights. CSAA has stated that after a review of the transaction, a policy change was made, adding $416.00 to the policy term ending on 11/01/2024. This again deflects from the fact that their employee told me I would be receiving a discount. I was told my balance for the month would be $125.59 and that my payment would revert to $541.59. I have explained multiple times that what they are insinuating does not make sense. My records clearly show that I was making my auto insurance payments. What they fail to explain is why this unsolicited information was provided and marketed as a "discount" when it was not.

  
  This situation would have never occurred if their employee had not told me there was a discount I was eligible for. I did not deliberately fall behind on my payments; I was deceived into thinking I was caught up because of this supposed "discount". If it weren't for their employee, I would not be in this situation now. They have offered no solution or any remorse for this entire mishap that could have been prevented if their staff were better trained and informed on the information they provide and sell to customers.

  
  Finally, the declarations page and the installment schedule being referenced do not justify what I was told multiple times. I asked several times if my payments would increase, and I was told no. Upon noticing my balance due, I reached out to the company about the sudden increase. The documents do not specify a reason for the increase. If I was told and reassured that I was being discounted for ***** I had no indication that something was wrong. All it states is that my balance will change going forward. I followed up with AAA to inquire about the discount I received and why I am now being forced to pay a higher amount per month.

  
  It is unacceptable that this company can boldly state that state regulations forbid them from rebating valid policy premiums but choose to dismiss the fact that my consumer rights were violated. They have recordings that will prove I was unaware of how this would affect me in the long run. It is appalling that they would insinuate I knew what was being offered was a trick. Their terminology of a discount is used to deceive consumers. Their employee made an error, and now I am expected to deal with the consequences. This is unethical and outright wrong. I ask that this company show some remorse for this situation, as anyone could fall into this predicament. I understand that to them, my premium amount is the same, so they want to sweep this under the rug and disregard what really occurred. However, that does not mean I have an additional $416 to pay to get my monthly payment back to what it was. They should understand that everyone makes mistakes is not acceptable in this case, as I am left with the consequences of their own employee's mistakes and lies.

  
  BBB, I am still requesting a billing adjustment or some other alternative solution.  Again, I am not requesting a "refund", but rather a billing adjustment, and am not quite sure why they are using such language as refund  and no additional payment  which further deflects from the fact of me being told I would be discounted and saving on the month of June. 
  As a customer of this company for two straight years, I am disgusted by the lack of remorse and effort to resolve this severe level of deceit. I would like it noted on all reports that I was told I was being discounted for the month of ***** and it turned out this company took what I would have normally paid, which is the "$416" difference, and applied that to my remaining months. It should be noted that I was deceived and lied to about there being no increases to my monthly bill, and it should also be noted that CSAA is refusing to take accountability due to state regulations that they have not disclosed. 
  
  
  Sincerely,
  
  ****************************************

  Business response

  06/26/2024

  Dear BBB,
  

  We appreciate the opportunity to address the issues raised. However, our position remains unchanged and we now consider the matter closed. 
  

  Sincerely, 
  CSAA Insurance Group Policyholder Relations Department

  Customer response

  06/26/2024

  Complaint: 21882202

  
  I am rejecting this response because CSAA should be reported and avoided by consumers. They have handled this situation extremely poorly and, as seen in their response, lack adequate levels of professionalism and knowledge to address how their employee was able to deceive their customer with lies. I was told by their employee on 6/26/24 at 10:04 AM that canceling this policy will not result in any charge. Therefore, I have cancelled my policy effective immediately, 6/26/24. I advise that everyone seeks insurance coverage elsewhere with a reputable company that isn't out to deceive you.

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

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a bill to renew my auto insurance, that rate was $242.00 higher than last year so I called to determine the reason. I was advised that is was due to my mileage even though they didnt know my mileage or ever ask for it except when the policy was initially purchased.I was then advised that the rates I have been paying since 2020 were also based on this lack of information. Every year they send me multiple notices about upcoming money due both on email and regular mail(a total of 5 in just the past 2 weeks). I have never received any request to update my current mileage.My mileage is very low due to being disabled as I am no longer able to work. Currently at ****** for a 2013 vehicle.When I requested the amount I have been overpaying for the past 5 years, I could not get an answer, despite a half hour phone call.Obviously I will not be renewing with this company but I need to know how much Ive been overcharged for the past 5 years, and to receive a refund for that amount.The ******* Im listing was my premium before this current bill of ******* Thank you

  Business response

  06/21/2024

  Dear BBB:
  

  We are in receipt of your offices inquiry. We have reviewed the complaint to your department which was submitted on June 18, 2024. I have provided the information you requested below. 
  

  A renewal offer was issued for the 7/1/24-7/1/25 policy term, with a premium of $1491. The increase for the policy term was related to a statewide rate revision. On June 18th, the complainant called our ************** to update Annual Mileage. This change led to a credit of $6 for the current term. The renewal premium for the upcoming ***** term is now $1378. A Declarations Page is sent out at each renewal. The Estimated Annual Mileage is listed on page 2. In addition to the yearly Declarations Page an Annual Mileage Estimate Notice is also issued. Specific instructions on how to update the mileage is outlined in the notice. Lastly, two notices were issued in 2020, calling to attention potential changes in driving habits. Once payment is made to renew a policy an insured is accepting the terms included on the Declarations Page. Our records do not reflect an inquiry prior to June 18th related to mileage. As such, we are unable to accommodate the request.
  
  Sincerely,
  
  CSAA Insurance Group Policyholder Relations Department

  Customer response

  06/21/2024

   
  Complaint: 21868351
  
  I am rejecting this response because:

  i did not contact the office on 6-18 to report my mileage, I was never aware I was supposed to do this. I called to pay my bill then inquired about why the price had been raised so much.

  I was then advised by your employee that the increase was based on my mileage, and that my mileage had not been updated since 2019. I did not receive any Annual Mileage Estimate Notice, but do see online that one can login to receive one if one knows they need to do that.

  I receive multiple notices about paying my bill, online and by mail, 5 in the past month, none asking for my mileage.

  Perhaps it would be advisable to review my phone call of 26 minutes with your employee. If the information she provided me is correct a refund for the years I paid based on mileages I did not drive would be expected.

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

  Business response

  06/26/2024

  Dear BBB,

  We appreciate the opportunity to address the issues raised. However, our position remains unchanged and we now consider the matter closed. 

  Sincerely, 

  CSAA Insurance Group Policyholder Relations Department

  Customer response

  06/26/2024

   
  Complaint: 21868351
  
  I am rejecting this response because:

  This is a disappointing response. Your company failed to advise me that I had to update my mileage yet every year and incorrectly overcharged me based on inaccurate data. Now you have decided to keep that money and consider the case to be closed. Perhaps thats just business as usual for your company. 

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

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got hit and run may 10th. called claim services for aaa between 12-2 in the afternoon same day. I followed claim agents instructions to a T as heard on recorded line. Turned my car in and got into rental. I thought all was fine until my case was handed over to another agent who blatantly didn't care for my position. She began to blame me for turning my car in early and not using authorized shop, even though i did exactly what the other agent told me to do. So not only did in have to constantly call insurance myself to relay info to the shop but she also ended up cancelling my car rental without calling me because the shop didn't send her the right documents. under further investigation the shop was doing everything asked of them but aaa was not responding in a timely manner and the claims agent was not being thorough with instructions. my big issue is that it took almost 2-3 weeks for the claims agent to buckle down and start calling the shop and getting what she needed to move forward with repairs. in that time i was still in rental so my days in rental were dwindling. it has now been 42 days in a rental and i am now coming out pocket for rental costs due to the negligence of the claims agent. i have come out of pocket approx 750$ over the course of 2 1/2 weeks to just be able to get to work and back. Now the shop has fixed my car but say they are wating for payment from aaa, so i called aaa and asked how long before they receive it so i can get my car and i was told that i am going to be receiving the check personally but will take 7-15 business days which i have never heard of till now, like why not just pay them directly. So Im on another week of a rental which insurance isn't covering and even though the accident isn't my fault they are threatening that i am to pay the deductible of 1000$. all in all this has been an absolutely disaster of an experience and i would never recommend aaa car insurance to anyone because the days of good customer service are gone.

  Business response

  06/20/2024

  Dear BBB,

  We are in receipt of your offices inquiry. We have reviewed the complainants inquiry to your department, which was submitted on June 17, 2024. I have provided the information you requested below. 
  The complainant opened a claim with us, and was advised at that time of their policy limits for rental reimbursement. The complainant was additionally advised that rental is not approved until repairs on the vehicle begin. Despite this, the complainant picked up their rental vehicle three weeks before repairs began at the shop, and as a result exhausted their rental reimbursement benefits prematurely.
  If you have any questions or require additional information, please contact me at the number below. 
  
  Sincerely,
  
  
  *******************, Claims Supervisor
  ************

  Customer response

  06/22/2024

   
  Complaint: 21859904
  
  I am rejecting this response because: I did exactly what the intake claim agent told me to do she directed me on the phone to find a shop that day and take it there and get into a rental. As heard on the recorded line may 10th between 12-2pm. This is the same ******************* who I left over 10 voicemails for and hasnt had the decency to return not one call even though *** called and requested a call from him. Not only was I instructed to get the rental that day. When repairs started my claim agent was impossible to get ahold of and never responded back to the shop the car was can even call the shop to confirm how difficult it was for them to get any response from the insurance company. TLC collision and auto repair ************ ask for ****** the body mechanic or the receptionist ******* who reached out numerous times to get replies.. in their lack of responses that led to almost a full 5 days of my job not being worked on because they needed approved pictures and appraisal of damage. To put the icing on the cake the car was done 8 days ago and I just got my car back 2 days ago because they decided to send me the check regular mail not over night knowing my need for a vehicle or depositing it in my account or sending it directly to the shop. They sent it to me via snail mail which I was told rudely would be there in 7-15 business days.. how ridiculous of a process is that when they knew the urgency in which I needed my car. They didnt want to extend my rental even though none of which that transpired was my fault. No ones from CSSA / AAA has called me on there own volition till this date. *** had to call numerous times to just get a hold of a rude claims agent who wouldnt let me speak to the supervisor ******************* who is funny enough replying to this BBB action. If you dont believe me called the collision center and ask them how difficult it has been to work with them and how bad they have treated me and the shop during this process, in all my years of driving and having insurance I have never been through such a horrendous process and treated so poorly. Again I did exactly as I was instructed by the claims agent who took my case originally 
  
  Sincerely,
  
  ***************************

  Business response

  06/27/2024

  Dear BBB,

  The complainant opened a claim with us, and was advised at that time of their policy limits for rental reimbursement. The complainant was advised to take the vehicle to a shop for an estimate, and schedule repairs. The complainant was additionally advised that rental is not approved until repairs on the vehicle begin. Despite this, the complainant dropped their vehicle off at the shop and picked up the rental vehicle three weeks before repairs began at the shop, and as a result exhausted their rental reimbursement benefits prematurely. Once the shop sent us their estimate, it was approved, and payment issued the next day.The shop began repairs directly after the estimate was approved.
  If you have any questions or require additional information, please contact me at the number below. We now consider the matter closed. 
  
  Sincerely,
  
  *******************, Claims Supervisor
  ************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our car insurance premium went up with $1,100. We do not have any claims or points and i contacted my agent several times to ask why but no response.

  Business response

  06/26/2024

  June 26, 2024
  
  Better Business Bureau, ****
  
  Re:         BBB File Number: 21852705  
  
  Dear Better Business Bureau, ****:

  We are in receipt of your offices inquiry. We have reviewed the complainants concerns to your department.

  Below you will find our response concerning this matter.

  We are the auto insurance service provider for the complainant. The complainants automobile policy is up for renewal effective July 1, 2024. We reviewed to ensure this offer is in order.  We are providing the complainant with our best offer. Insurance premiums are determined by many factors. These rating factors are reviewed annually to ensure we are charging the appropriate premium for the risk.

  Contributing factors to the increase: We had rate filing changes to our policy prices approved with the Department of Insurance prior to implementation. Our Actuarial Team found a continual increase in claim frequency (claims reported to our ******************* the rising costs of vehicle repairs (body shop industry labor and parts) and medical costs. We are aware that the complainant did not make any recent claims; with any rate change, individual policy premium changes depend on specific risk profile characteristics.

  We do apologize that the complainants agent did not respond to your calls.

  We are aware as a consumer, you have options when it comes to your insurance needs. We hope that you find us competitive and continue to allow us to be your auto insurance service provider.

  Should you or the complainant have any questions or require any additional information, please contact me at the number below. 
  
  Sincerely,
  
  
  *****************************
  Senior Policyholder Relations Consultant
  Service - Policyholder Relations
  Phone: ************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Not renewal home insurance in NON wild fire area.We received a letter on April 20 2024 informed us that AAA insurance company will not renew our home policy due to below reason(s)"Substantial increase in Hazard. The dwelling or premises shows signs of deferred maintenance, including but not limited to : roofs that have exceeded their useful life, which is an unacceptable hazard and liability exposure."Our Action:We send a letter to requested for a more complete explanation of this action for non renewal our policy either on 5/16 or 5/17 and also informed AAA that we have replaced the roof with permit . On 6/10 we called and asked for an update on the policy, the agent told us that even the roof is new and with permit but once the company send out the non renewal letter it doesn't reverse its decision. For what they do is very UNFAIR to us for the following reasons: 1) AAA has been our home insurance company for over 20 years and we never had any issue with the company and never file any claim 2) we didn't get any warning from AAA about the roof's issue and giving us a chance to correct the problem before AAA sent out the non renewal letter. 3) when we talked to the agent he didn't not mention any other hazard issue needed to be correct beside the roof.

  Business response

  06/17/2024

  Dear BBB,

  Contact with the complainant has been made and the concerns were resolved. 

  Sincerely, 

  CSAA Insurance Group Policyholder Relations Department 

  Customer response

  06/17/2024

  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

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Since my request on April 17, 2024. *****************************- special investigations unit supervisor for CSAA in *************, ** through himself and his staff have purposely stonewalled and failed to confirm with me the complete full name of, address, and phone number of the Agent for Service for CSAA on purpose. Thereby ***************************** willfully behaved and treated the insured of his company in a matter that was inappropriate. ***************************** and CSAA have way overpassed their 15 day window to respond to me back with their answer and have continued to do so.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against CSAA Insurance regarding their unethical practices, deceptive behavior, and unjust cancellation of my homeowners insurance policy following a necessary claim. After experiencing a severe issue with my sewer, I filed a claim with CSAA Insurance to fix the problem and maintain the safety and integrity of my home. Shortly after making this claim, CSAA Insurance informed me that my policy was being canceled. It was made clear to me by a contractor that the cancellation was directly due to the claim I filed, despite CSAA's attempts to cover up this fact with other excuses. CSAA Insurance repeatedly lied about inspectors coming out to assess the property and provided misleading information about the reasons for the policy cancellation. They cited several reasons for the cancellation, such as my driveway being an issue, which I had already fixed as part of the sewer repair, and stating that my roof was an issue, despite an inspector confirming that the roof was in acceptable condition. It is evident that CSAA Insurance canceled my policy as a direct result of the claim I filed. Their representatives lied to cover up this fact, providing baseless reasons for the cancellation and attempting to mislead me about the true cause. The cancellation of my insurance policy has caused significant stress and financial burden, as I relied on the coverage provided by CSAA Insurance to protect my home and address necessary repairs. I request that CSAA Insurance reinstates my policy and provides the necessary coverage for my home. Additionally, I urge the Better Business Bureau to investigate CSAA Insurance's practices and hold them accountable for their unethical behavior. Thank you for your attention to this matter. I look forward to a resolution that addresses the issues outlined in this complaint.

  Business response

  06/26/2024

  June 26, 2024
  
  Better Business Bureau, ****
  
  Re:         Complainant:                               *******************
                  BBB File Number:                      21839797
  
  Dear Better Business Bureau, ****:

  We are in receipt of your offices inquiry. We have reviewed the complainants concerns to your department.

  Below you will find our response concerning this matter.

  Please note the complainants opened a home policy with us on 05/10/2024. As part of our new business policy review,we have an inspection of the exterior of the home performed. The dwelling or premises must not show signs of deferred maintenance. The property was inspected on 05/15/2024. The inspection report found the roof (showed signs of deferred maintenance, exposed roofing material is worn and lifted) and driveway (located in the backyard near the detached garage) was lifting and cracking. We informed the complainant that we are willing to continue coverage if these areas were repaired and/or replaced by 06/27/2024. This is part of our new business review. The notice to non-renew was initiated by our Underwriting Team based on the condition of your property to our underwriting guidelines, not due to your claim report.

  Unfortunately, we will not be able to reinstate the policy unless the areas have been remedied as noted in our Cancellation Notice dated 05/13/2024.

  Should you have any questions or require any additional information,please contact me at the number below. 
  
  Sincerely,
  
  
  *****************************
  Senior Policyholder Relations Consultant
  Service - Policyholder Relations
  Phone: ************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  There is Discrimination under the **** I requested to get the Tour ********** in print, I do not and cannot download apps or have access to the online Tour ********** mobile. Due to my disability I am limited with this, as I am ousted from getting this. I tried to call and get help to get this Tour Guide printed out and they called with miscommunication from customer service, When I corrected them telling them I wanted a printed Tour Guide which they can do, they ignored me and never called back. I asked for accommodations under the *** as I am a member and have a right to this Tour Guide book as other member have access where with my disability I am limited; This is very bias against people with disabilities.

  Business response

  06/10/2024

  Please forward to ********* NCNU at ************************** for review/response.*****************************************************;

   Thank you.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home in August 2023 and got a home insurance policy through CSAA. we got it all set up for a start date of 8/25/23. we later found out I would be closing on my home earlier than 8/25/23 so I called to have it started on 8/04/23. I got an email on 8/4/23 that my later dated policy was to be closed (which I thought was fine due to having the policy start day 8/4/23). I even had my banker and closing agent verify. I then got an email from them 9/20/23 9/22/23 9/25/23 to accept paperless and other notification acceptances. NO OTHER CONTACT WAS MADE. well then tragedy struck on -5/25/24. Our little town was hit by a tornado and numerous power surges. I then contacted them on 5/26/24 to see what my coverages were and planned to talk about a claim. Come to find out my policy had been cancelled due to non-payment. I waited till 5/28 to call the bank and see what was going on and they assured me it was paid and sent me a copy of the check and said it was deposited on 09/17/23. I called the insurance back and was told they never got a check, after I gave them information off the check they found the check but the policy was still cancelled. I called a couple more times and was just offered a new policy. well today (6/3/24)I called and spoke to a supervisor and was told my options were get a refund check or start a new policy. I just want the coverage that was paid for (for that effective date) the power surges ruined my air conditioner and a couple components inside my house (which I'm not sure are covered). I might mention that today on the phone the supervisor said his supervisor was looking into the options but while they look asked me "do you have any claims you're wanting to file" to which I answered honestly and said yes ***** seconds later was told that nothing they could do. refund or new policy.

  Business response

  06/13/2024

  June 13, 2024
  
  Better Business Bureau, ****
  
  Re:         Complainant:                               ***************************
                  BBB File Number:                      21797132
  
  Dear Better Business Bureau, ****:

  We are in receipt of your offices inquiry. We have reviewed the complainants concerns to your department.

  Below you will find our response concerning this matter.

  When the complainant contacted our ****************** on May 26, 2024, our ****************** informed him that his policy (ending in 8215) was cancelled due to non-payment. When he informed the agent that there was damage due to tornado involving a power outage & surge, the agent asked the complainant to open a homeowners claim. This is our company process. The agent explained to the complainant that an investigation on policy (status) would be completed by our ***************** in addition to the damage due to the power surge.

  We do not show record of a claim being opened.
  

  We can tell you the following:

  The complainant had two policies with us:

  The policy ending in 0263 (mortgage billed) was opened on July 24, 2023, effective August 25, 2023. The premium was $2,364. This policy was cancelled at policyholder request on August 3. When the mortgage payment was received on August 17 for $2,364, we issued a full refund to the homeowner on August 23 (because the policy was cancelled).   
  

  The policy ending in 8215 (mortgage billed) was opened on August 3, 2023, effective August 4, 2023. The premium was $2,364. This policy was cancelled due non-payment, effective September 22, 2023. We sent the proper notices of the cancellation due to non-payment; we also sent a request to remedy an underwriting risk (trim tree branches) uncovered during the inspection of the property for new business in September 2023. As of today, our records show there is a $316 balance for providing coverage from 08/04/2023 to 09/22/2023. We have referred this balance to our collections vendor. If the complainant secured coverage with another carrier, please advise, we can review to have this balance removed.

  
  The complainant requested $2,364. We reviewed the refund and found it has not been cashed. Today, we will be reissuing a new check and sending to the complainants address listed on this complaint.  
  Should you have any questions or require any additional information, please contact me at the number below. 
  
  Sincerely,
  
  
  *****************************
  Policyholder Relations
  Corporate Headquarters
  Phone: ************

  Customer response

  06/13/2024

   
  Complaint: 21797132
  
  I am rejecting this response because: I am not after refund. Im after the service I paid for. 
  
  Sincerely,
  
  ***************************

  Business response

  06/21/2024

  June 21, 2024
  
  Better Business Bureau, ****
  
  Re:         Complainant:                               ***************************
                  BBB File Number:                      21797132
  
  Dear Better Business Bureau, ****:

  We are in receipt of the complainants rejection response.

  The complainant wrote, I am not after a refund, I am after the service I paid for.

  We show on the initial complaint, the complainant noted a disputed amount. We addressed the disputed amount in our response.

  If the complainant wishes to receive coverage for a claim the service the complainant paid for, the complainant can call us at ************ and open a homeowners claim that will either be accepted or denied. If denied, a full explanation will be provided at that time.  

  Should you have any questions or require any additional information, please contact me at the number below. 
  
  Sincerely,
  
  
  *****************************
  Policyholder Relations
  Phone: ************

*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. ↩