ComplaintsforA-1 Insurance Direct Inc

• Initial Complaint

  08/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am a Insurance Diret regular customer and I called them to renew my car insurance. I asked for comprehensive and collision coverage as well as bodily injured protection to the other party in case of accident. The seller offered me all of those coverages and gave me a price of ****** and sent me via email the contract which states comprehension and collision coverage. I noticed that he put bodily injured covered for me instead of the third party. I called the Insurance agency National Generall and I was informed that I did not have coverage for collision and comprehensive and if I wanted I I would I have to pay ****** and asked me to contact the seller. I called several times to Insurance Direct and I was just kept on hold and finally on my 5th call a hispanic customer service told me that the manager was going to listen to my call and call me back before 5. Instead I received another call from a customer service stating that what I have is not a contract, that I needed to fill out an application. I have all the documentation signed by insurance direct stating that I have comprehension and collision. This agency offer the coverage that you request to quote you with a low payment to sell you the insurance and then they repot a different coverage to Insurance Company. Now they cancelled my previous policy and to keep coverage I will have to pay extra money. I just want my money back and I will get another insurance agent.

  Business response

  08/21/2024

  I hope this message finds you well. I wanted to inform you that your complaint has been escalated, and we are actively working on finding a resolution. 
  In the meantime, we can request National General to void the recently issued policy and reinstate your prior policy; resulting in a refund for the recently issued policy. This would continue the previous term and provide you with your prior coverage limits of 10/20/10 until September 10th, 2024 giving you time to either find a new policy or renew the 2022097963-00 Policy.
  Please let us know if this is something you would be interested in doing before we proceed in submitting the request to your carrier National General.
  Thank you for your patience and understanding.

  Customer response

  08/28/2024

   
  Complaint: 22153083
  
  I am rejecting this response because:

  I received a call from *********:  Please see below the texts that I received from her marked with an asterik.

  ******send email letting her know her complaint has been escalating we are working on finding a resolution. We can void the policy that was recently done and reinstate the prior policy. Is this something you would be interested in doing? This would continue the prior term and give you until September 10 to find a new policy or renew the old one******
  
  
  ********Hi ********, this is *********. I have escalated the request to upper management with National General and have not heard back. I should have an answer tomorrow and will keep you posted!********
  
  
  *******Hi Good Evening, this is ********* again. I just want to keep you in the loop to let you know I am still waiting on National General's approval to make the changes we discussed. I did reach out to them today but I have not heard back yet on an answer. I am hoping to resolve this on Monday. I will be in touch!*******

   

  On Tuesday I received a call from a gentleman name ******* from *********************  who identified himself as a manager and told me that he would be calling me back next day in the morning which he did.

   

  He told me that in order to have what I asked for I need to pay ****** a month when I told him that what I requested was offered to me for the same coverage for ****** a month and he was supposed to honor what they offered and also what was signed by me and them.  He replied that they can put anything in the form that they have signed  and I signed but the legal document is the one from the provider.  He added "to not waist my time with the ***** and the Federal Trade whatever "since they (means the BBB and the Federal Trade Comission) will go for the legal document from the provider.  

   

  In conclusion,  these people are scaming the customers offering what the customer request under a low price and then when they send the product to the provider they change what they offered and the customer cannot do anything because their paperwork is not a legal document.
  
  Sincerely,
  
  ***************************

  Business response

  09/06/2024

  Please see attached letter sent to the Insured regarding her complaint. 

  Customer response

  09/10/2024

   
  Complaint: 22153083
  
  I am rejecting this response because:

  I already attached the document that they signed and I signed which stated that they sold me a policy that covered comprehension and collision and they also charged me for that coverage.  Then when they sent my policy to the Insurance company they put that they did not give me comprehension and collision.  When I told them that the answer was that the BBB just go for the legal document and they offerred something is not the final product because the legal document is the one from the insurance company.  In conclusion they offer something to get the customer money and after they get their money they send to the insurance company whatever they want since the legal document is not from them and at the end you end up paying more money for a product that was offerred to you with a lower price.  In another words they fall in the category called "Legal thieves"

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

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 5/10/24 I've purchased a Progressive auto policy over the phone with agent *********************** (ext 105) while being at the dealership buying a car. I told him clearly what coverages I had with ***** and what premium they quoted me - I was looking for less premium at the same coverage. He did NOT state what level of coverage he was selling me, only stated the premium at the time of purchase. Yes, I did NOT read any small print of documents what they sent me via Docusign while I was at the dealer. Once I got home same day, I saw coverages that the agent sold me, quoted from Progressive app what it would be with my requested coverages and it went up from $1058 to $1900+ which was almost DOUBLE amount. I immediately switched back to Geico, called Insurance Direct to cancel their policy. My agent **************** was inaccessible on his extension since the moment of him selling me policy, and the phone was answered by another agent (ext 120). I emailed her the Geico binder, we signed a cancellation form and I was assured that I would get a full refund since I had that policy only for couple hours.On 5/15/24 my policy is still active with Progressive. I called Insurance Direct back. My agent (ext 105) was still unavailable, and I was transferred within their agency between 2 other different people. They told me that they will refund me $1058 Progressive premium but their agency fee $36 is non refundable. I called Progressive main line directly on 5/15. Their customer service confirmed that they didn't receive anything from Insurance Direct about my cancellation u until present moment. I forwarded them again my Geico binder and cancellation form from Insurance Direct. They will be refunding me their premium within 10 business days but I am seeking for a FULL refund including $36 fee from insurance Direct - they did NOT disclose coverages over the phone during the sale ,otherwise I would NEVER purchase the policy at the correct premium $1900 with the level of coverage I requested!

  Business response

  05/20/2024

  Upon reviewing the recorded call, Our agency verified that our Sales Agent did indeed provide the coverages that the Insured asked for, in which she signed and agreed to on her policy application. Our Agency did submit her cancellation request to the Insurance Carrier, Progressive the day she signed the cancellation form. The insured has received a full refund from progressive. Although our agency fee's are non-refundable, which she also signed and agreed to on our coverage overview form, we have agreed as a one time courtesy to refund the Insured those fees as long as all online reviews have been removed from the internet and all complaints closed. 

  Customer response

  05/21/2024

   
  Better Business Bureau:
  
  I am still waiting for a refund of $1058 from Progressive but they notified me on 5/15 that it takes them up to 10 days to process refunds on agent's policies when they are open not directly by Progressive. The A1 Insurance Direct's manager ************************* also stated that he initiated an agency refund as stated above, however I did NOT receive ANYTHING as of this moment on 5/21/24 neither from the agency nor from Progressive. If nothing appears on my card by 5/25/24 I will reopen this complaint.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Employees have had me on hold for an hour without helping me multiple times. They pick up after 30 minutes then hang up. I have already had a case brought against me because of this branch receiving money from me and rigging my information with *********** in 2018. Employees all take turns answering and hanging up.

  Business response

  02/27/2024

  Hello, my correspondance is attached.

  Please read at your earliest convenience.

  Thank you!

  Business response

  03/01/2024

  Complaint: #********
  To Whom This May **************** is in response to a complaint received from a prior customer, *************************.
  ************************* was a prior customer with A-1 *********************************************.
  The last policy that this customer purchased with us was on 07/12/2021, which was later
  canceled on 11/30/2021.
  This customer appears to have made a complaint against the wrong agency.
  Please advise.
  Thank you,
  *****************************
  CEO

• Initial Complaint

  05/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I'm a current policy holder with A-1 Insurance Direct for my auto insurance coverage. I've been trying to contact them to cancel my policy because I obtained coverage from another company. I first left a voice mail requesting the cancellation. I received a text message in response and was told to call the office to get it cancelled. I called, waited on hold for several minutes, and was disconnected. I text back to share that information. The rep text in response that I needed to fill out a form and provide proof of coverage to cancel. I asked if I could do that via email. No response. I called again...waited...hung up on. I text to say that I couldn't get through. The rep then asked if there was a time they could call me to settle the matter. I stated, 11:00am. At 11:27am, I called the company. Waited on hold for several moments, a rep answered the phone, I began to explain my situation, and the rep hung up on me in mid-sentence. I called back. Waited several moments and was hung up on again. I will not pay any accrued monies owed from 5/22/22 when I made my first attempt to cancel this policy. Their service is inconsistent, rude, and unacceptable.

  Business response

  06/16/2022

  Business Response /* (1000, 7, 2022/06/13) */ Contact Name and Title: E***abeth P. Contact Phone: 8138497000 Contact Email: ***@ainsurancedirect.com You inquiry has been received. It sounds like the agent may have been having an issue with their phone line that day and we apologize for your inconvenience. Since your new insurance was effective 5/22/22, there will not be an issue cancelling your policy effective that day. I will submit the request to your insurance carrier. Consumer Response /* (2000, 9, 2022/06/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩