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:03/25/2025

  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 filed a claim against my accountant with Hiscox in December 2024. Immediately the adjuster reached out to get details, proof, documents and screen shots of my claims.After a few months- my adjuster sent an email saying he longer was employed with the claim department and provided two emails who I should contact. I contacted them and have received no response. I called hiscox claims department and spoke to someone who said she would make sure my adjuster contacts me- it has not happened. Its frustrating because I have no idea where my claim stands as no one has given me any detail or even a call.

  

  Business Response

  Date: 03/31/2025

  Enclosed is the Company's response to Complaint No. ********. Should you have any questions, please contact us at ************************************

• Initial Complaint

  Date:02/28/2025

  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 filed a claim for a damaged external hard drive. There are a total of 3 issues:- Data Loss is covered, while the exclusions are not listed in their website or ads, they pulled out many exclusions, things like "wear and tear" or "excessive heat", are not covered at all.- I had my repairing service provided the observation why this hard drive failed, it turns out there can be multiple things and it is hard to decided (can be dropped, shakes, heat, or aged). After providing this information to Hiscox, they immediately interpreted / speculated this as a "wear and tear" case, ignoring my drive is fairly new.- The adjustor never respond email or phone call on time, it takes him 1 week to respond to an email, and that is usually after an escalation to his manager or other colleagues. It feels like they are trying to dodge the communication.

  

  Business Response

  Date: 03/07/2025

  Enclosed is the Company's response to Complaint File No. ******** regarding Complainant ****** **. Should you have any questions, please contact us at ********************************************************************************************************* 

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23004250
  
  I am rejecting this response because:

  1. The professional service CANNOT find the real reason why the drive fail. In fact it is not completely possible. Just like medical claims, if I have diarrhea, the root cause can be very hard to identify. If the root cause is unknown, will medical insurance company deny the claim? Probably NOT. Additionally, it is your speculation that the root cause is "wear and tear", the professional service did NOT conclude that. Finally, Your exclusions make it very hard for us customers while I am paying $81 per month premium and receiving such restricted services (needless to say your exclusion is hard to find in the super long document). See attachment 1. (*** was my assistant helping on the data recovery matter)

  2. The claim process was such a pain. The phone call never connects, and *****, the adjuster would never response to email. If you check the dates, I only receive 1 email for 10 days and the follow up 4 emails was all ignored. I had to escalate multiple times to just get a response and send the diagnose document.

  
  Sincerely,
  
  ****** **

  

  Business Response

  Date: 03/21/2025

  Enclosed is the Company's response to the follow-up complaint. Should you have any questions, please contact ************************************

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23004250
  
  I am rejecting this response because:

  1) You did not respond the the first evidence;

  2) You fail to communicate in a timely manner and you treat this as ok.

  I will see you on court.

  
  Sincerely,
  
  ****** **

  

  Business Response

  Date: 03/28/2025

  Enclosed is the Company's response to Complaint No. ********. Should you have any questions, please contact us at ************************************

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23004250
  
  I am rejecting this response because:

  Salvage Data cannot determine the root cause of the failure, so the root cause is undetermined. Again, if someone shows medical symptoms but the doctor cannot determine the root cause of the symptoms (as simple as a cold). Will medical insurance company reject the claim? 

  Your adjustor did not meet the Service Level Agreement if you look at the response date. Jan 23 till Feb 7th is not "within 5 days".
  

  Please stop your speculative arguments.

  Over the years I paid over almost $3000 of insurance to Hiscox and when your customer is in need you are playing this game. Shame on you.

  Unfortunately it seems we cannot resolve this via BBB. I will see you on court.

  
  Yuqing

• Initial Complaint

  Date:02/28/2025

  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 have encountered a very disappointing experience with this company. Their customer service representatives have consistently failed to address my inquiries. Additionally, they often return my payments made by check, despite the checks being valid. They insist on retaining a credit card on file, which is inconvenient for me as I prefer using checks for certain transactions. Due to these issues, I decided to let my policy expire in order to secure a new policy with a different provider. Hiscox currently owes me a refund, and it has been over 30 days since they acknowledged this debt in writing, yet they have not processed the payment. I am seeking assistance in obtaining the refund that is rightfully mine.

  

  Business Response

  Date: 03/07/2025

  Enclosed is the Company's response to Complaint File No. ******** regarding Complainant ****** *******. Should you have any questions, please contact the Company at ********************************************************************************************************* 

• Initial Complaint

  Date:02/24/2025

  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.

  HISCOX ************* made 8 unauthorized charges to my ******** credit card ending in 2174 between Jan. 24, 2025 and Feb. 11, 2025 totaling $2,509.10. None of these charges were authorized; they are:2/11/25 $107.67 1/28/25 $645.98 1/29/25 $322.97 2/2/25 $215.34 2/1/25 $323.09 1/31/25 $583.31 1/29/25 $207.16 1/24/25 $103.58 On Feb. 7th, 2025 I called Hiscox and spoke to "Arleny" advising these unauthorized and bizarre series of apparently random charges were invalid and needed to be reversed. ****** was unable to resolve these issues and advised me should would open a support ticket for a manager to review. She provided me with ticket #UOS1532 and advised I should be contacted within 2 business days.I sent **** Certified Letter #**********************, Signature Required to Hiscox on Feb. 7th, 2025 with a copy via First Class Mail.After 4 business days, I had received no communications from Hiscox, so I called and requested a manager. I was transferred to manager ***** *. She reviewed and agreed they were invalid, appearing to be a system glitch where they tried to renew existing paid-in-full policies months early, and even charging that multiple times. My current polices were valid thru May 23, 2024 and no future policy renews or charges had been proposed or agreed to. These fully paid, in force policies are: Policy P100.283.767.8 - ************************ for ********************** Policy: P100.283.439.8 Professional Liability. ***** advised she would escalate this issue to get it resolved and issues credits. I also advised her that effective Feb. 11, 2025 I had replaced these two polices through another carrier and requested early cancellation and pro-rated refunds.I rec'd cancellation confirmation **************** of $137.84 & $142.66 on Feb. ******* date, I have not rec'd any other communication regarding the 8 unauthorized transactions totaling $2,509.10 nor have I been given a credit.

  

  Business Response

  Date: 03/04/2025

  Enclosed is the Company's response.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22985158
  
  I am rejecting this response because:
  

  Thank you for acknowledging my confusion and frustration regarding the sequence of bizarre, unexpected, unexplained, and unauthorized charges recently made by your company. Your letter admits a series of billing anomalies & malfunctions with your systems, including accidental duplicate and early renewals and alleged failure to timely charge for polices two years old.

  I'm having trouble reconciling your statement "the Company was only able to collect $5,022.08 for both Policies rather than the total $5,979.00 it was owed in premium" since your sequence of random unauthorized "catch up" charges amounted to more than $2500 in total ********, not the difference between these two amounts.

  I am happy to promptly resolve this matter and pay for any amounts owed to your company due to your company's negligent handling of my billing. However, I require and clear and complete audit/review of the billing and charges in order to understand  this. Your response says "A payment schedule, inclusive of refunds and chargebacks, is attached to this response.", however it was not attached. There is only a two page response letter provided.

  It is disappointing that even after a call to your customer service team, a second call escalating to a manager, & certified letters to your offices, your company still has not provided any response via telephone, email or postal service. Yet, you feel entitled to charge my credit card you happened to retain at your own leisure. There is no scenario where this is acceptable, and no doubt is contrary to law, VISA/********** merchant rules and good customer service. A complaint has been filed with the ******************************* and Financial Institutions.

  This matter is still in dispute pending delivery of acceptable, detailed justification of charges. At that time, any amounts owed to you will be immediately paid.

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

  

  Business Response

  Date: 03/17/2025

  Enclosed is the Company's response. Please reach out to *********************************** should you have any questions.

• Initial Complaint

  Date:10/24/2024

  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 am writing to formally submit a complaint regarding Hiscox **********************s handling of my claim, filed against contractor Ali ***** general liability insurance for damages to my property at ***********************************************On March 20, 2023, I contracted *** **** for a $170,000 renovation of my home. Due to his actions and inactions, significant unintentional damage occurred, requiring $101,300 in repairs, which I paid out of pocket after he refused to address the issues. On June 25, 2024, I filed a claim with Hiscox Insurance (#***-033-064) to recover these costs, but after nearly four months, no substantive progress has been made.Senior Claims Examiner *** ******** *************; **************************************** and Examiner **** **** *************; ****************** were assigned to my case. Mr. **** visited the property, took photographs, and examined the damage. Despite providing extensive evidence and the contractor's contact information, I have faced persistent delays, a lack of updates, and no resolution. Hiscox has claimed it cannot contact Mr. ***** and during a call on September 24, 2024 with *** ********* I was told that my claim would be dropped if they remain unable to locate him. This statement is misleading, as it is not my responsibility to track the insured.Under Pennsylvania law (Terletsky v. ************ insurers are required to act with due diligence and process claims fairly and quickly. Hiscoxs inaction and poor communication potentially violate the **************** Practices Act and could constitute bad faith.I respectfully request the ********************************* investigate Hiscox for potential unfair claims practices, including unexplained delays and misrepresentation. I also seek immediate intervention to ensure my claim is processed fairly and without further delay. Should this continue, I am prepared to pursue legal remedies under Pennsylvanias Bad Faith ******* (42 Pa.C.S. 8371).

  

  Business Response

  Date: 10/31/2024

  Please see the attached response from the Company. Thank you. 

• Initial Complaint

  Date:08/30/2024

  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 called Hiscox on August 29, 2024 to try to get my renewal documents from them for my business ***** ************ that has a corporate address in ******* as well as a secondary location in *********, **. My renewal for my policy happened in July, I never received any renewal documents and they took my quarterly payment out of my bank account. I am moving into a new suite at my California address so I called them on August 29th to get my renewal documents so I can submit them to the landlord for my move. When I called on the 29th, I spoke with 5 different ***** they all told me 5 different reasons as to why they could not produce the certificates to show proof of insurance. I also looked at my old insurance documents and noticed on my cyber and professional liability certificates, the suite number for my california address was completely wrong! That means for the past year, the address was wrong and could've potentially caused me to not have coverage if something went wrong. So, on August 29th, nobody could produce the documents for me and couldn't give me an answer as to when I could get proof of coverage for a policy I already paid for. This morning August 30th, I received the renewal documents however, the address is WRONG and my landlord isn't listed as additional insured any longer as they were before. So now I'm at risk for not moving in today because Hiscox cannot produce my documents with the correct address ******************************************** and listing ************************** as additional insured with the address ************************************. It's a very simple request and I shouldn't have to wait for proof of coverage after I've already paid. No one seems to know what's going on at Hiscox and it's very disrespectful to small business owners who depend on them for coverage. They also need to get an online portal to access policy documents! It's 2024!

  

  Business Response

  Date: 09/06/2024

  Please see the attached Company's response. 

• Initial Complaint

  Date:08/01/2024

  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.

  Date of Event:August 1, 2024 Policies are in effective 02/01 01/31 of each calendar year oProfessional Liability (P100.006.007) = $340.00 (2024 2025 ************************ (P100.006.008) = $451.00 (2024 2025 Premium)Hiscox was authorized to make an automatic credit card charge via my business credit card (2173) via U.S. Bank on February 1, 2024 Hiscox sent me an email dated 07/30/2024 (6 months later) advising me of non-payment. (See Attachment) Refute: Hiscox failed to obtain the automatic payment in the 1st place resulting in my inconvenience.Today, August 1, 2024, I was on the phone with Hiscox, Inc. ***************) insurance representative (*******) for over 2 hours to informally find a resolution, as follows:Attempting to obtain clarity on what happened Attempting to identify whether I was covered by the insurance during the period of February 1, 2024, through August 1, 2024; however, Hiscox, Inc. desires to charge my business card a total of $791.00. Since it was Hiscox internal system that was misfunctioning, why is their email alluding that it was my fault. Discussion of available alternatives to ratify the situation with a win-win outcome I was not provided with any information to satisfy my inquiries. Various attempts were made to request that a manager come online and handle the situation, but a manager never did get on the line. Remedy: Need to speak with a manager representative of Hiscox, Inc. Bill adjustment for 6 months of premium. I feel that I should not have to pay for the period of February 1 through August 1, 2024, due to uncertainty of insurance covered during such period due to Hiscox internal computer system problems. ($791.00 / 12 Months = $65.92 X 6 months of non-coverage = $395.52 Bill ********** Amount Requested)Written apology with Hiscox, Inc. stipulating that the nonpayment was through their fault, not mine.

  

  Business Response

  Date: 08/07/2024

  Please see the attached response from the Company. Thank you. 

• Initial Complaint

  Date:06/20/2024

  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.

  BEWARE!! YOU WILL BE BILLED MONTHLY WITHOUT EMAIL NOTIFICATION.Letting a BUSY business owner know when a payment is drafted from their business account by email notification is very common with EVERY business.However, its a deceptive practice if the BUSY business owner with MANY bills, etc. does not get an alert by notification. Although my issue was small, I am one of many people who did not understand this until I updated my card. Most reasonable businesses offer that service especially with a BUSY business owner. Luckily for me, this was my 9yr olds budding summer gig that was over in September 2023. However I was billed $26.25 unbeknownst to me until I updated my card. Meaning that I'm out of roughly $175 based on them needing documented proof that I have not sold lemonade since Oct. Well the squeeze is not worth the juice. As license run from January to December meaning that I would still miss the money from November and December. No this is not much money less than $200 but still a hefty price to pay for my 9yr old to have a cool summer. I think it's deceptive to not send a monthly payment notification. Efficiencies and accountability are what is lacking, but otherwise an easy business to work with. Fighting me over $175...keep it and use it towards developing a monthly email alert notification system like the rest of the U.S. The customer is not the priority with such a minor fix needed on your part to avoid angry customers for a company that is nationwide. But this is an easy way to become a millionaire by telling business owners Sorry ******* you shouldve read the initial sign up and remebered it. Oh and the fact the rate was about to renew to roughly $30 had I not caught this in time was the only email I received since Oct 2023 is quite telling. Oh wait I received one for *** with updates to their policy and terms too. Do better by your customers.

  

  Business Response

  Date: 06/27/2024

  Enclosed is the Company's response to the above referenced BBB complaint.

• Initial Complaint

  Date:03/01/2024

  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.

  The last Thursday of May 2022 an EF2 Tornado came through ******, and again two weeks later an EF1 Tornado damaged the area. ********************' roof was greatly damaged form the storms, and since Hiscox has not followed through with paying the claim. All Seasons Wellness has provided several reports from contractors, inspectors, rooking, thermal, mold, etc. showing the water damage coming from the roof. Hiscox's independent adjusters sent out have also confirmed the damages I witnessed in person; however, Hiscox refuses to provide those reports, claim loss damage documents, etc. Hiscox has canceled this policy every year, trying to avoid paying the claim, then unlawfully trying to change and/or remove coverages on the policy several. These documents have been requested several times. There was also falsified documents by various Hiscox internal adjusters from *****/*******/*******, which is why there have been several adjusters. I've asked for a supervisor on several occasions based upon federal and ********* statutes that had been violated; however, that information has been denied. The losses are over **********. Then annual premium has been paid annually since the original policy in 2020.

  

  Business Response

  Date: 03/08/2024

  Please see the attached response. 

• Initial Complaint

  Date:02/08/2024

  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.

  My double doors got damaged during a delivery from Lowes in August 2023. I have been patiently waiting, getting the run around and transferred so many times. Finally I got the two insurance companies involved - ********************* and Hiscox Insurance. Well Progressive has done its part. Now the adjuster from Hiscox, ***************************** WILL not do his part. The adjuster, *******, has tried for three months to contact him via phone and email. She has also sent two Reservation of Rights letter to him and he still has NOT answered. I've been waiting for over 5 months for this to be resolved. The fact that ***************************** refuses to call back, respond to emails and letters is disgusting and ridiculous. What kind of company would treat a client like this? I can tell you one that wants to get away with not processing and paying for my claim. I need help. ***************************** number is **************, email: ****************************** Hiscox cannot get away with this unfair, disrespectful and privledge treatment!

  

  Business Response

  Date: 02/09/2024

  We take all complaints very seriously, and conducted an urgent review into this matter. Our investigation found that **************** contacted us to cancel his policy due to his services not being a fit, we advised **************** that we would process his cancellation, but we did not do so.  
  
  To remedy this matter, we processed a cancellation of *********** policy back to inception, and have returned all funds collected back to him. We have also performance managed the processor who mishandled this request.
  
  We have spoken with ****************,apologized for his experience with us, notified him that we have processed his cancelation and returned all monies collected to him. He was grateful someone reached out and thanked us for doing so. 

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21268441
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/15/2024

  Please see the attached response. 

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21268441
  
  I am rejecting this response because: in response to the quote I sent from a reputable business who could replace the door set, the company offered an amount lower than what the quote was. This means that I would have to pay out of pocket expense for a door that I did NOT damaged. The door was solely caused by the delivery personnel's refusal to use my side doors even though I expressed to them that my deliveries are usually made through the side doors and not the front double doors. Therefore, the delivery personnel and insured are totally responsible for the total amount of the damaged incurred.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/28/2024

  Please see the attached response. 

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21268441
  
  I am rejecting this response because:
  

  The damaged to my custom double door set was caused by the delivery personnel, not me. I did not contribute to the damage. As a matter of fact, I specifically informed the delivery personnel that deliveries normally occur through my side door. They (she) then stated after measuring the door said it was too small and insisted that because the double doors offered a large space that they would have to deliver through it.

  After 30 minutes unsuccessfully trying to force the door in the delivery personnel (she) came back to me and at that time the other delivery personnel (young man) stated that he could get something to take the side door off the hinges and then bring in the refrigerator. He did that and they had no problem getting the refrigerator through the door that they told me it could not go through.

  In addition, the delivery personnel did not inform me that they damaged my door. They simply closed it and went on their way. It wasn't until two days later when I opened the door to dust that I saw the severe damaged done to my door and the inside lining, as well as the lock. I was in no way at fault. I followed the necessary complaining channels and got two quotes. 

  The amount Hiscox is offering to cover damage on my door is LESS than the quote which means I have to bear expense if I want to get the door fix. This does not make any sense. Why should I be responsible for paying anything out of pocket when I did not cause the damage? That's like me going outside and damaging the door myself, then calling Hiscox and asking them to cover a door that they are not responsible for covering.

  So in other words, when you buy a product and the product while delivered causes damage to your home then you the customer must help pay out of pocket damage. That is unfair and very stressful. 

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