ComplaintsforVelox Insurance,Inc

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/1/** -Found full coverage auto insurance online at Progressive Insurance for ($720/6mos). 2/1/** -Contacted Velox Insurance online to see their rates. Velox agent, *******, called my partner, *********************, and he gave her expiring State Farm policy number (D70-6412-B01-11A) and the quote from Progressive and wanted the same coverage. ******* took the information and said she found a better rate through Progressive at $708/6 mos. My partner does not speak good English and ******* only spoke English. The rate that ******* gave my partner was only $12/mo less than the quote that he was given from Progressive, so he thought it was the same coverage, only a bit cheaper, and he bought the policy -Progressive policy # *********. 2/12/** -I had a one vehicle accident and caused extensive damage to my car. My mother-in-law (MIL) called Progressive to file a claim (Claim# **-8061766) and was told I had liability only and ****************. The Progressive claim agent, ***********************, contacted Velox and spoke to *******, but she said there was nothing she could do and that my partner bought liability only. 2/13/** 11:42am -MIL called Velox ************ and was told ******* would call back - never called back.2/14/** 3:39pm - MIL called Velox and left a message for ******* to call back - never called back,2/15/** 2:17pm - MIL called Velox and asked to speak with a manager - was transferred to ******** Was on hold with ******* for a total of 1 hour and **min. She told my MIL she was a manager and there was nothing she could do. Asked for her manager during the call and was told she would transfer to her manager, ****************** went straight to voicemail ************ -at 3:43pm left a message -never called back.2/16/** 5:14pm - MIL called Velox to see where to file formal complaint with the company. Was told by manager, *************************, that ******* is not a manager & a formal complaint could not be done - no address given.FYI - MIL is helping on my behalf.

  Business response

  03/05/2024

  On January 29, 2024, ********************* called in requesting a rate for state minimum liability coverage, but he did not purchase a policy at that time.  On January 31, 2024, he called back and requested the same coverage.  Our agent repeated the requested coverages to him before issuing the policy and ************** confirmed them in English.  He made the down payment and agreed to have monthly payments withdrawn from his bank.  We have no record of a previous policy with ************* nor do we have any information related to a lienholder.  
  
  On February 13, 2024, *******************,claiming to be **************** mother-in-law, contacted Velox asking why we sold insurance to someone who did not speak English.  ************** claimed ************* didnt understand the coverages he signed for.  However, he confirmed the policy coverages with our agent in English prior to purchasing the policy.  ************** said ************** had been in an accident, and she wanted his insurance policy updated to full coverage and backdated to the initial policy inception date, but our agents are not authorized to do that.  Our agent advised ************** that ************** would need to contact us directly to have the coverages updated and that the updates could not be backdated.  Shortly thereafter, we received this complaint.  

  Customer response

  03/07/2024

   
  Complaint: 21353500
  
  I am rejecting this response because:

  Velox is incapable of responding to my complaint in a professional manner and is unwilling to acknowledge their wrongdoing to me as a client.
  
  ******************* (my mother-in-law) is corresponding with BBB and Velox on my behalf, as I do not speak English. She never 'claimed' to be ************************* mother-in-law.
  Velox's employee, *******, advised ******************* that she was a manager, when in fact she was only an agent, misleading **************.
  ********************* does NOT speak English.  He 'tries' to speak English, as he is living in the *** and wants to learn English, but he DOES NOT speak English.  It should have been evident to your agent, *******, that she should have acquired a translator before finalizing the policy.  *********, he told ******* that he wanted 'Premium' insurance - in his mind 'premium' meaning the best coverage (full coverage), but in *******'s mind probably 'premium' as in 'policy'.
  

  Velox is guilty of issuing a policy in BAD FAITH.
  
  I am the owner of the automobile in question - VIN# *****************.  I am the person involved in the accident.  ************************* name is not on this vehicle - Velox should have never written a policy without my consent.
  
  Velox says they have no record of a previous policy with **************, but if they would have looked at the owner of the vehicle in question, they would have seen that I already had a policy on my ** Tiguan with Progressive.  The ** has FULL COVERAGE!!  If Velox performed business in a professional manner, they would have seen that I already had full coverage with Progressive on a vehicle that does not have a lien - and would have questioned why ***** was requesting liability-only on a more expensive vehicle that did have a lien.

  Velox did tell ******************* that they could have the coverages updated, but were unable to backdate the policy.
  
  I have since dropped the policy Velox sold us and updated my coverage to full coverage with another agent in *******.  The first thing the new agent asked when purchasing the new policy was if the vehicle had a lien on it.  The new agent also added the new policy to my existing Progressive policy (#*********), combining the two vehicles (new policy attached). - Another thing Velox never evened considered or never offered to us.
  
  In Velox's response to the BBB, they stated their agent advised ************** that ************** would need to contact us directly to have the coverages updated and that the updates could not be backdated.  Shortly thereafter, they received this complaint.  When, in fact, ******************* contacted Velox multiple times without receiving call backs, whilst being placed on hold for 1 hour 24 minutes, and after speaking with a manager, *************************, and being told that there was no way to file a formal complaint with their company or speak to anyone in a higher position than her. - After all this, we filed a complaint with the BBB.
  
  We do have screen shots of the multiple times we called Velox for help with this situation, another testament to the unprofessionalism of Velox. (call screenshots attached) (some calls were not saved on phone, due to calls being less than 1 minute)
  
  Per the Velox website, their corporate headquarters is in *******, ******* -  they have no information on their website with a 'contact us' option - the corporate phone number is the same phone number ******************* called several times for assistance without any support - ************.  Another reason Velox does not and will not treat their clients with respect and in a professional corporate manner.  
  
  I believe Velox only offers 'cheap' insurance to their clients without any diligence on their part to sell proper, adequate coverage and also take advantage of their clients that don't speak/understand English (ie. Bad Faith Insurance).
  
  The policy in question, Progressive # *********, was written in bad faith.  Because of this, I am now paying the price of having my vehicle repaired, out of my own pocket, when Velox should acknowledge their mistake and remedy this situation as soon as possible.  If Velox is unable to backdate the policy, they should pay for the repair of my vehicle.
  

   

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

  Business response

  03/15/2024

  We received the rebuttal submitted and below is our response.
  According to our agent, ************** requested liability coverage.  Before asking ************* to sign the application, she confirmed he wanted liability coverage only.  If ************** did not understand what our agent was asking, then he should have said so.  Our agent had no way of determining whether he did or did not understand her especially given he responded to her question. 
  
  Regarding Ms.****** claim she is the owner of the vehicle, ************** came into the branch and requested the policy for himself and his wife, ***********************.  ************** did not have a copy of the registration on him, so he signed a pending registration form (please see attached).  It is my understanding the vehicle can be registered to the main insured or his/her spouse.
  
  Regarding Ms. ****** claim that if our agent had looked up the vehicle, we would have seen it had a previous policy.  If there is a previous policy with full coverage on the vehicle, it was not handled by Velox.  Velox agents have no way of looking up a previous policy unless the policy was procured through our office, which it was not.
  
  In sum, ************** came into the Velox branch, requested liability coverage on a ********** Jetta, and listed both himself and his wife, *************************, be on the policy.  If ************** did not understand what our agent was saying then he should have said so or he should have brought someone else with him that does speak and understand English.  We found no wrongdoing on behalf of our agent. 

  Customer response

  03/19/2024

   
  Complaint: 21353500
  
  I am rejecting this response because:

  I still believe Velox sold the liability coverage to ********************* without regards to his not understanding what Velox was selling him.
  If Velox is so sure that their agent acted appropriately and was not at fault, then I don't understand how Velox can send a rebuttal with so much misinformation.
  First off, ************** is not my husband, nor did he state that I was his wife.
  Secondly, ************** did not go to the Velox branch - everything was done over the phone.
  Thirdly, ************** did not sign a pending registration form - he did not go to the branch - and Velox said to see attachment, but there is no attachment.
  Lastly, 'In Sum', as Velox stated - ************** requested coverage on a ********** Jetta.  If Velox knows what case we are speaking of, then they should know that this does not concern a ********** Jetta.  A ********** Jetta was never mentioned, this case is concerning a GMC Yukon Denali.  I did state in an earlier correspondence that I am also the owner of a ********** Tiguan that has full coverage insurance with Progressive and Velox should have seen that I had this coverage when they sold Progressive insurance to ************** for the GMC.
  Also, I don't even know who at Velox is corresponding with BBB and myself, as nothing has ever had a name or title of the person at Velox.
  I am at **** end to know how a company (Velox) can run a respectable business with the way this is being treated.  
  I am very disappointed with the manner we were treated over the phone with Velox from the very beginning and with the correspondence from Velox, via BBB, thereafter.  
  I still believe Velox should be responsible for covering the damage to my car, since they knowingly sold improper insurance for my vehicle.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a insurance policy from velox insurance. I didn't have the pink slip to the vehicle. They asked did I still owe on my vehicle; I said yes then asked how much do I owe and I told them $10,000. I purchased gap insurance when I bought the car. I were told that if by chance I totalled the car I won't owe on it. In December I where involved in an incident when I hit a deer It totalled the front driver side of my car. I filed a claim with my insurance and they told me that I would not have coverage because I still owed on the car. Then I expressed, I have coverage with them and I needed for them to total out the car so my gap coverage will cover it. I called my lender and they said I needed to call my insurance company. They told me that since I still owed on the car I need comprehensive insurance. So I told them when I purchased the policy, why did you sell me this policy when I expressed to you the details of the status of my vehicle, and they told me that they do not show any record of me telling them that I where not the title holder of the vehicle and still owed on it. When I gave them that information, so they sold me a policy knowing that I needed the proper coverage because I owed on the car. Now the vehicle are damaged. So now I have a car that are being repossessed and since the car has damage I could be sewed and can face criminal charges.

  Business response

  01/03/2024

  To Whom it may concern:

  ************** purchased a Liability Only policy with Excepsure Insurance on 09/20/2023. All policies are sold based on what the customers request for coverage. We do not offer GAP Insurance. I've attached the signed application for you to review. If you have any questions call me @ ******************

• Initial Complaint

  09/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called and removed a vehicle & replaced it with a new one only to have my policy canceled the next day. I called in & spoke with a supervisor who said the problem was fixed. I got my usual text message saying it's time to renew. I called in to do my review only to be told my policy canceled again after I made my payment. I was never told that I have a balance of $77 that was due & the Supervisor is who I spoke with to handle the issue. Now I am 100 miles from home with no insurance & no help after paying my premium 22 days ago. They aren't offering a refund of any kind or any help at all because the grace ****** has passed & I wasn't notified.

  Business response

  10/03/2022

  Thank you for taking the time to provide your feedback. While it is always disappointing to learn that we have fallen short in meeting our customers expectations, the information and feedback are critical to us in achieving our long-standing commitment to our customers. A review of our records indicates that our customer added the vehicle 2007 Pontiac Grand Prix on 9/11/2022 with the agent ***** which changed the monthly payment rate (including the upcoming renewal on 9/28/2022). On 9/24/22, insured made a payment of $291.38 which was about $77 short of what she regularly have paid of $368.97. However, according to the records, the policy cancelled on 9/14/22 due to non-payment. Carrier mailed out a pending cancellation notice on 9/2/22 in which they advised that the policy would cancel on the 9/14/22 if the payment for $103.98 was not processed. Our agent advised to the insured of the cancellation notice on 9/24/2022 when she visited the office, and we also offered a requote since the renewal amount was going to be $719.44 and she could not afford the renewal or pay the overdue balance at that moment. We apologies for the inconvenience however the agency provided with the service and information prior and after the cancellation. Should the customer want to discuss this issue further we welcome her to call our office.

*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. ↩