Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a life insurance agent and had Errors and ******************* with NAPA for two years. When I requested the cancellation of my E&O policy on 2/1/2025, they made it effective on 2/3/2025, instead of the promised cancellation date of March 1. Anyway, they charged my bank account $32.83 for February, and the payment was posted on 2/2/2025. While chatting with a representative named ****, I requested a refund for the premium because I was charged for coverage that was not provided, and I asked to speak with a supervisor. **** denied the refund saying my coverage ended on 3/1/2025. Then informed me that the supervisors were "very busy and have multiple meetings each day," so they couldn't take my call. He mentioned that Supervisor ****** would call me back in 2-3 days; however, a week went by without any contact. I called again and spoke with a representative named *******. As a means to deny the refund, he lied and said that I had coverage until 3/1/2025 when my certificate clearly says the coverage period ends on 2/3/2025. Once again, he stated that the "supervisors are busy in meetings" and that I would need to wait for a callback. Noticing a pattern, I expressed my willingness to hold for a supervisor. Instead of accommodating my request, he wished me a good day as if he intended to end the call. When I insisted that I was willing to continue holding, he placed me on hold and then hung up.I want to emphasize the seriousness of this situation. Two NAPA **** confirmed that my coverage would remain effective until 3/1/2025. According to their guidelines, I should have had coverage until that date. If I had filed a claim after 2/3/2025, NAPA would not have honored the Errors and Omissions policy, as the certificate states that is the last day of coverage. This could have left me liable for thousands, if not millions, of dollars. Misrepresenting the policy, including specific terms and provisions that are not outlined within it, is both UNETHICAL and FRAUDULENT.

  

  Business Response

  Date: 03/25/2025

  We are writing in response to the complaint submitted ***** ******** regarding the cancellation and refund process for their policy. We appreciate the opportunity to address these concerns and provide a resolution.
  
  After reviewing the situation, we have taken steps to address the agent's concerns.We have issued a refund for the February premium and have adjusted the policy cancellation to be effective as of February 1, 2024. We apologize for any inconvenience or confusion this may have caused and are committed to ensuring a satisfactory resolution for our clients.
  
  We appreciate Reinas patience and understanding as we worked to resolve this matter. If there are any further questions or if additional assistance is needed, please do not hesitate to reach out.

• Initial Complaint

  Date:07/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to cancel my monthly premium with Napa at the end of June 2024 for ***** per month and was told to fill out paperwork and then told to wait a few days. After July 5th , I noticed my account was charged ***** for July and that accounts can only be closed on the first of the month. As we approached the end of July came upon same stories , broken promises , many lies , even told that I had mutiple claims against me even though I never spoke to a potential client , or sold a policy. ALL. LIES..Over a three day period , calling 18 times , countless emails , I realized this was a losing battle, and canceled my bank card that was 2 months old which cost *****. If I did not pursue this option , I would be charged ***** again for August. They gave me no other option , as I clearly was on somebodys black list... So , I am seeking damages in the amount of ***** for their Unprofessional lies and damages of ***** for my bank card. Thank you for reading..

  

  Business Response

  Date: 08/06/2024

  Thank you for allowing me to address this complaint. ******************** contacted NAPA on July 30th to cancel his policy. During this call, a *** informed him that a cancellation form was required and explained that all monthly policies are canceled on the first of the following month after receipt of the form.

  Approximately 10 minutes later,******************** called back, experiencing issues with signing in to submit the form. The *** who took this call verified Mr. ********* account and briefly placed him on hold to retrieve his login credentials. Once provided, ******************* became very upset and yelled at the ***, not allowing them to explain the information. The *** warned that continued inappropriate behavior would lead to ending the call. Ultimately, the call was terminated for this reason.

  Following this, ******************** submitted a portal request with unprofessional language. We reviewed all calls and portal requests, and the first contact from ******************** was the call on 7/30/2024 at 12:20 pm EST, followed by a second call at 12:32 pm EST. No other contact has been recorded, and no cancellation form has been received as of this response.

  We believe we handled this matter in accordance with our policies and procedures. Thank you for your attention to this issue.

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted multiple cancellation requests for my E&O insurance agent policy around 2/23/24, for the cancellation to be effective 3/1/24. I never received an email or letter in writing stating receipt of cancellation. I have proof I contacted them prior to 3/1 to have the policy cancelled. They still charged me for March. I disputed the charge with my credit card company. Still no response from merchant. I was charged again for the policy on 4/1. I dispute that charge and contact NAPA again angrily. They finally get back to me and say I can receive a refund if I sign and fill out a request form. I did and sent it back. No response. It is 5/31, so THREE months after the first erroneous charge and I have not received any kind of correspondence or refund since sending the document back.

  

  Business Response

  Date: 06/12/2024

  Thank you for the chance to respond to this complaint. ************ submitted portal requests that were sent to a CSR to assist on 2/21/2024, 3/19/2024 and 4/2/2024. We reached out by email several times on 2/22/2024, 3/5/2024, and  on 3/27/2024.  We called and left a message to advise we needed the cancelation form submitted. An additional portal request was submitted on 4/2 We finally received a cancelation form on 4/2 which was processed as a DNR for 5/1. The agent at this point had already processed a chargeback on the March payment.That charge back was processed on 3/22/24 for the March payment. As well as an additional charge back on 4/27/24. There is no refund available for this agent as she has already disputed these charges with her bank and has since received those funds back. We can confidently say that we handled this particular matter appropriately and consistent with our policies as well as the policies and procedures of the insurance policy. Thank you for your attention to this matter. 

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a ******************* Planner with a Master's Degree in Financial Planning and been in the business close to twenty years with a blemish free FINRA record. With the current high interest rate environment and many clients wanting to purchase fixed annuities, I went through my vendors for an outfit for more E&O coverage my our team and our clients (in case of insurance carrier future issues on their promises). In doing so I was sent to NAPA and on Dec 5th 2023 I called them to inquire about their E&O insurance. I am very detailed and I needed to know the details of the policy as it is NOT provided on their website during the purchase process. I called NAPA and spoke with a rep and my main question was what insurance company rating and up is covered. The person on the phone assured me it was B+ rated insurance carriers and better so I signed up and paid the monthly of $184.84. Shortly after doing so I got the specimen policy and was reading through it find out the coverage was for carriers A- and better which was not what I was told and would not work for what we needed. I Immediately cancelled and sent in cancellation form they required on December 5th 2023. I was told the refund would take up to 30 business days. I called NAPA 3 times in January ****, each call I was told the refund is in process and it hasn't been 30 days yet but it is coming. I called today 1-24-24 and was told by this one more contradictions that I am not *********** a refund because it states on the site it is non-refundable if I pay monthly. I said I am aware of that but I have already had conversation with you that I was told this policy was something it wasn't prior to purchase which ended up being false. Not this gentleman was contradicting his counterparts I spoke with in January that was refund was coming but it hadn't been 30 days yet. AKA, the left hand doesn't know what they right hand is doing there and they are not giving me the refund I was promised. Not acceptable

  

  Business Response

  Date: 01/30/2024

  Thank you for the chance to respond to this complaint. On December 5th, ************************ called in and spoke with *** A about policy coverage and subsequently opted to cancel. The *** informed ************************ there would be no refund for the monthly policy but did not document. On December 8th, the agent called in again and spoke to *** B about the refund timeline, receiving a 30-business-day response. Similarly, on January 8th, *** C reiterated the 30-day refund timeline but did not access the account information until after the call. Finally, on January 24th, the agent, speaking to a ***, was informed again of the non-refundable policy terms, resulting in ************************ mentioning a potential complaint due to the conflicting information provided. After reviewing the calls and events that lead to the complaint, we decided to issue a full refund to ************************. We can confidently say that we handled this particular matter appropriately and consistent with our policies as well as the policies and procedures of the insurance policy and have identified training opportunities. Thank you for your attention to this matter.

  Customer Answer

  Date: 01/31/2024

   
  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.

  However, for the record, since NAPA records their calls, they did not reference all my calls in their response (specifically BEFORE I bought the product).  The issue, and main area of the complaint, as stated on the cancellation form, is PRIOR to purchase their rep explained on a call to be incorrect details about the policy I was purchasing from them.  After purchase and when I was given the actual policy to review what I had purchased I called back to cancel because the insurance policy did not have the specifications they said it did.   That is why the complaint and them trying to impose their stated non-refundable clause.  No non-refundable clause should ***** a company telling you X was part of their product only to buy it and the product be not what they said it was.  I sell a lot of insurances in the financial planning world and the laws are such that after purchase the policyholder her a free look period to review the policy.  AKA, I ask you please tell them to implement training (as they mentioned they would) for 1) their reps to know the details of the policy they are selling 2) at the very least, put a link to the specimen of the policy all people can view BEFORE they buy the policy on their website or they need remove the non-sense non-refundable clause and allow a 30 day free look period.  

  Thanks again for your help on this.  

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

• Initial Complaint

  Date:09/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Aug. 22, 2023 I purchased an E&O policy that was to begin on Sept. 1,2023. The cost was $144.92. Today, Sept. 15, 2023 I reached out to NAPA to cancel my policy and receive a refund but I was told by "******" that I could not receive any sort of refund, not even prorated. When I asked to speak with his supervisor, he told me I could not. I asked him why and he tried to change the subject more or less. Eventually he said that he would have his supervisor call me next week. This company has provided me nothing for the money I spent with them. They simply just want to keep my money because they have it now.

  

  Business Response

  Date: 09/28/2023

  Thank you for the chance to respond to this complaint. We took a deeper look at this complaint and reached out to our carrier about offering a refund for this policy. Once the policy has started our carrier looks at the start dates as earned premium for the months payment has posted. We pled our case, and a refund was issued back to the customer on 9/18/2023. We can confidently say that we handled this particular matter appropriately and consistent with our policies as well as the policies and procedures of the insurance policy. Thank you for your attention to this matter.

  Customer Answer

  Date: 09/28/2023

   
  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

  Date:09/12/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested and received confirmation of my cancellation of E&O insurance prior to renewal, but they charged me anyway. I requested a refund immediately but now they are saying it is going to take over 30 days to process. If I had to speculate this absurd timeframe I would guess that they are trying to inflate revenue numbers for Q3 to lie to their stakeholders.

  

  Business Response

  Date: 09/14/2023

  Thank you for the chance to respond to this complaint. On 9/1/2023 @ 11:007 pm we received back our Cancellation form to cancel this policy. The policy was cancelled and processed for our accounting team to refund the amount of $138 on 9/5/2023 @ 10:12 pm.The refund was processed on 9/14/2023 and should be completed/returned to their account within 5-7 Business days. We can confidently say that we handled this particular matter appropriately and consistent with our policies as well as the policies and procedures of the insurance policy. Thank you for your attention to this matter.

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an account with ********************** benefits. They carry my E&O insurance for my business. I pay$45 a month for coverage. They payment is supposed to be drafted on the first of the month. And its not. Its usually a week later. And by then all my bills come out and there is nothing left to draft. They have threatened to cancel my contract many times. This has been going on since January. I have reached out to the company through email many times. And this has not been resolved

  

  Business Response

  Date: 06/26/2023

  Thank you for the chance to respond to this complaint. On 1/12/2023, ******************** had purchased a policy with an effective term of 1/1/2023 to 1/1/2024 with an initial down payment of $146.87.Mr. ********* next two premium due dates of 2/1/2023 and 3/1/2023 were successfully drafted on these dates for the amount of $46.83/each. The 4/1/2023 premium due date did not process successfully and put the insured into a failed payment status. On 4/11/2023, we emailed out our E&O Insurance Policy Payment Issue to the insured to notify them of the payment problem. On 4/16/2023,we sent out our 2nd notification of the payment issue. On 4/21/2023 this payment issues was assigned to a member of our billing team. The 5/1/2023 premium due date was not processed as the 4/1/2023 premium payment had not been satisfied yet. On 5/2/2023, we sent a registered email to ******************** notifying them that payment needed to be fulfilled by 5/10/2023 or the policy would be cancelled. ******************** responded they understood. We then received a contact form on 5/10/2023 that ******************** had updated their payment information and both the 4/1/2023 and 5/1/2023 payments should process successfully. One of our **************** Representatives responded back on 5/15/2023 that their payments for both 4/1/2023 and 5/1/2023 were processed successfully for the amount of $93.66. The next payment was set to run on 6/5/2023 for the premium amount of $46.83. We got a kick back of insufficient funds for the payment we had on file. This would trigger our failed payment process of email triggers starting with the first one being sent on 6/9/2023, the 2nd one went out on 6/14/2023 and was assigned to a billing representative on 6/19/2023. As of today, 6/26/2023, no further contact from the insured has been made. We can confidently say that we handled this particular matter appropriately and consistent with our policies as well as the policies and procedures of the insurance policy. Thank you for your attention to this matter.

• Initial Complaint

  Date:10/27/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently I found on my credit card statement that I have been charged for the E&O insurance since December 2020, though I canceled my policy over the phone in December 2020, since I wasn't doing the business. Also, my license got restricted/expired in November 2020. NAPA never canceled my policy. I spoke with NAPA agent about this on October 10th 2022, I was informed that they do not cancel the policy over the phone request and will have to fill a cancellation form. This information was never given to me in December 2020when I called to cancel my policy. Neither any cancellation form was sent to me to fill. But this time I was told that nothing will be refunded whatever has been charged. And I will have to fill a cancellation form if I have to cancel the policy. (Which NAPA emailed it to me for the first time) This was totally not done! When the license is about to expire, ********************** is always been legally and formally informed by the state. They have access to all these information and NAPA can not keep charging any customers for years knowing that his/her license is expired. It is just like giving protection/insurance to a customer on his life, knowing that he/she is dead. State informs the agencies like NAPA and others whenever their agents license gets expired or about to expire. Even NAPA informs their agents when the license is about to expire or is expired, that means NAPA is very well aware of the agents license status and still charging E&O. I requested the agent to speak to some supervisor to look into this case on 10/10/2022, I was told that some one will call me back in 3-5 business days but no one reached out to me. I emailed them requesting for the cancellation of E&O and refund my money, but no one even responded to the email. I am out of business and job from almost two years now, and my mother is fighting with cancer. I really can not bear this monetary loss because of NAPAs fraud. I request BBB to help me with the refund from Dec 2020 to October 2022.

  

  Business Response

  Date: 11/03/2022

  Thank you for the chance to respond to this complaint. On 10/10/22, *************************** called in regarding charges on her card. During the account verification process, it was discovered *************************** has yet to contact our office to update her email address. After verifying the account,******* advised the customer service representative that her license was cancelled in 2020. She was under the assumption that the State would notify us and her policy would automatically cancel. The customer service representative explained we could not cancel her policy without her consent and advised we would require her to submit a cancellation form. The customer service representative verified that the license expired in 2020 and suggested she would escalate the request. The customer service representative also emailed the cancellation form to the customer for her signature. The cancellation form was received on 10/27/22 and processed on 11/2/22 in error without a refund. Since we have cancelled the current policy back to the inception date of 1/1/22 with a full refund. Unfortunately, we cannot issue a refund for the last previous policy period and have no record of ************************************* contacting our office before 10/10/22. We are genuinely sorry for the inconvenience and hope to offer you better services in the future.

  Customer Answer

  Date: 11/11/2022

   
  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

  Date:10/19/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On DATE: 09/16/2022 Under the advice of Advocate health I applied for and posted the initial payment for E&O coverage from NAPA Since I had been completing the onboarding process for several months at this point and I was advised that this coverage was mandatory for certifications with the insurance companies I needed to contract with. When I realized that Advocate health was failing to onboard me successfully, I decided to rescind my application on 10/3/2022 but first called Napa to cancel my policy. When I reached out to NAPA to ask about the status of my cancellation they advised me that I would get an email response. This never came. I reached out again on 10/18/2022 was advised that they billed me 10/3/2020 and did not receive my my cancellation request until 10/04/2022 so my money was no longer refundable. LESS THAN 3 WEEKS

  

  Business Response

  Date: 11/03/2022

  Thank you for the chance to respond to this complaint. On 10/18/22, **************** called to check on the status of his refund. He advised that he contacted our office on 10/4/22 requesting to cancel his policy since he was no longer working for Advocate Health. Since the request was received after the 1st of October, the cancellation was processed effective 11/1/22. After further review, we have made an exception and submitted a request for a full refund to the insured. We are genuinely sorry for the inconvenience and hope to offer you better services in the future.