ComplaintsforBolt Insurance Agency

• Initial Complaint

  06/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I saw on the internet great prices for insurance with ****** ********* and called. Bolt Insurance Agency Rep. answered and said they handle insurance for ****** and needed information to get the great prices. After providing the insurance agent my information he stated I would be getting the information soon. A few months past never received any information but noticed my Bank had withdraws from my account from Bolt Insurance. I notified my Bank who immediately stopped any further withdraws, and later stated it was fraud and I was returned all my money taken by Bolt Insurance. I have called ****** and they said to call Bolt which several attempts have been made only to be put on hold and transferred several times. I have contacted Credit Collection Services and made them note the file. On June 7, 2022 I spoke with Carl at Bolt ************ after explaining everything he hang up. Called Bolt back spoke with Dennis who stated he would email Cancellation Request Form and requested copy of my current active policy and I should send to [email protected] the email sent looked very suspicious no names sent from and when I asked Dennis he responded saying it goes to general email he will get the information. I am 88 year old veteran and have never been referred to a collection agency.

  Business response

  06/23/2022

  **** ** ******** **** ** ******** *** ********** ******** ***** **** ********* ****** ** ********* ** *** *** *********** ** ***** ********** ******** ***** ********** ******* **** ********* *** *********** ** ***** ********** ************************** ****** ** *** ********** ******* ** ********** ******
  This letter is in response to the 6/7/22 complaint from the Better Business Bureau requesting assistance in the resolution of case # ********.
  
  We have thoroughly reviewed all correspondences with Mr. ********* and his son regarding the coverage he requested through our agency.  You will find a summary of all interactions below.
  
  On November 8th, our sales department spoke to Mr. ********* and discussed his quotes. At this time, our quote with ****** ********* came back more expensive than his current policies with *** ********.  Mr. Richard advised that he wanted to move forward with the policy, however the sales rep attempted multiple times to persuade him otherwise, stating that she didn’t think it was a good idea and advised him to work with *** ********.  The customer was adamant he wanted to purchase a policy with bolt agency.  At that time bolt issued the ****** policy and read Mr. ********* a verbal bind script on a recorded line which he agreed to as well as collected a down payment from Mr. *********. Instructions on how to cancel his existing ******** policy were also given to Mr. *********.
  
  Over the course of November, Mr. ********* called into our customer service department six times to discuss the payments for his policies.  During each of six phone calls bolt confirmed the account information being used to pay for the policies and Mr. ********* agreed that the information was correct and nothing else was needed.
  
  On November 24th, Mr. ********* reached out to the service center regarding the billing issue again and it was discovered that he did not have the fund to cover the initial down payment.  He then elected to cancel the policies because he said they were too expensive, and he could not afford them.  At this time, bolt advised of ******’s cancellation policy and the required forms to flat cancel both his auto and renters’ insurance were sent via email. Mr. ********* was informed that these forms would be needed to cancel the policies.  Mr. ********* reached out again on the 29th asking why his policies were not cancelled yet. Bolt advised that the cancellation forms have not been received and reiterated the instructions on how to cancel.  Per Mr. *********’s request, they were sent to his son’s email to help assist getting the policies cancelled for him. Following this request, an email response was received with the request to cancel.  The email we received was not from an email we had on file, nor did it contain the cancellation forms needed to complete the cancellation.  A response was sent back to the new email address advising that we required the signed form for cancellation, attached to the email were necessary forms.
  
  The next correspondence we received was on June 7th, when we received the complaint from the Better Business Bureau as well as a call from the client’s son stating that his father never requested these policies and that they were opening up a fraud claim.  During the call with the client’s son, we advised we have tried to assist and that all we needed was the signed cancellation forms and at this point proof of coverage to flat cancel the policy.  The forms were received from the client on 6/14/22.
  
  We have contacted ****** to request the cancellation back to the inception date of 11/22/2022. We have made Mr. *********'s son aware of the correction as well.
  

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My business Insurance was recently due for renewal. I paid the full year in full, and got a proof of insurance form in a very timely manner, so I could provide that to other businesses that I work with. This was all completed before the due date, so there would be no lapse in coverage. About a month later, I received an email stating that my coverage was not complete. I immediately called them & they informed me that they needed me to sign additional paperwork, which no one had previously shared with me. Now, because of their direct negligence, my unsurance has lapsed, causing me much difficulty, and greatly affecting my business income. They said sorry, but they evidently can't do anything to make it right. They need to do SOMETHING to make it right, as this whole problem us purely their fault. Sorry doesn't cut it in business, they are a large company that screwed my small company over. They need to be accountable for their business practices.

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