ComplaintsforHiscox, Inc.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Basically I had insurance round the times my two machines had messed up on me they took forever to get back in touch with so round the time they did now they saying I dot have insurance to cover my machines...I sent all the info I need in to them for a** receipts to my Machines time the accidents happen I sent information on how much it will costs for machine to get fixed and they still not cooperating and I really think this is un fair and something need to be handled...I been with hiscox insurance for quite some time now...But something need to be done about this cause now I stuck with two machines that I can't get fixed or make some money cause they don't eanna get them fixed and I know for fact that I had insurance...

  

  Business response

  01/10/2023

  Please see the Company's response to this matter. Thank you.

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have taken an Insurance Policy from Hiscox for my business ************************* **** When we took the policy we were completely misguided. we were told that we have a coverage ******* per occurrence. I even called them multiple times to conform this and I got the same answer from customer service. They even told me that $5000 was the coverage for your personal business item that would include laptops etc. We had a break-in on June 22nd, 2022. We filed a claim and they shocked us by saying that we were only eligible to receive $5000 as all the goods in the store that were stolen are regarded as personal goods. We told them about the information we got from customer service but they refused to look into any recorded calls whatsoever. we had no choice but to agree. Its been 6 months since we filed the claim but have not received any resolution. The claim adjuster is always on a vacation with no replies to emails or phone messages. Have submitted all the documents needed to process the claim. have called the customer service umpteen number of times to resolve this matter but no one has helped us yet. Also left messages to another associate mentioned in the claim adjustors message but it was all a waste of our time. Hiscox is a big company it might not be a big deal for them. but we are a small business and it is not easy for us to survive break-ins and loss of goods.

  

  Business response

  12/22/2022

  Please see the Company's response to this matter enclosed. 

  Customer response

  12/27/2022

   
  Better Business Bureau:

  we had faxed the inventory sheets on the 10th day of email sent by the claims representative in August. We did not receive any acknowledgement from the claims representative. On getting in touch with him in before October 24th,2022 he told us that the fax we sent were not readable. Further pictures of police report and break-in  have been emailed to the claims representative too. for which we never received any acknowledgement. On October 24th,2022 we emailed him the inventory sheets and faxed him all the supporting ownership documents. An email was also sent to let him know but no acknowledgements were received from him again. Humble request to reach a resolution as soon as possible.
  
  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

  05/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hiscox is a committing fraud. They canceled my insurance policy with them back I'm January 2022. They failed to inform me that they did so even after receiving a payment in January. They refunded a payment I made in February and failed to send me any information regarding the email or the cancelation of the policy unbeknownst to me. I wasn't aware that the payment had been refunded or that the payment had been canceled until I made a payment in April. In April they still failed to disclose that the policy had been canceled. They accepted the payment, reinstated the policy without my knowledge or authorization and processed an unauthorized transaction against my bank account. Prior to them fraudulently drafting the payment out of my account I contacted them and was told the issue would be escalated and I would receive a call. I still have yet to receive a call back but I've made multiple attempts to contact Hiscox to speak with someone in management about this unresolved issue. My bank has open an investigation and I informed Hiscox that I no longer wanted to do business with them and yet they still are attempting to draft against my account. This entity is committing fraud.

  

  Business response

  06/01/2022

  Please see attached.

  Customer response

  06/02/2022

  Complaint: 17172079

  
  

  I am rejecting this respons/e because: Hiscox Inc has not refunded me in full. They have sent two separate checks totaling $28.33 which I received on May 23rd, 2022. I contacted  Hiscox on May 27th, 2022 regarding the refund of the unauthorized charge of $338.26. I was told that the credit was applied back to my bank account. I informed the representative that I had not received the credit and was told to allow for 2 weeks of processing as the refund was showing in the system. The representative told me to allow until June 1st and if I had not received the credit to call back. I did not receive the credit and contacted Hiscox Inc back today. I spoke to a representative who said that the system reflects the refund  of $28.33 had been issued. I explained to the representative that I was calling regarding the refund in the amount of $338.26. The representative stated she did not see the refund and I requested a call back from manager ***********************. The representative stated she had emailed him and requested that he returned my call. I have not received a refund in full as I only requested the refund for the unauthorized charge of $338.26 which I have yet to receive.

  
  

  Sincerely,

  
  

  Chaquitia ******

  

  Business response

  06/14/2022

  As I understand it, **************** did not receive the full refund from Hiscox because she contested the charge with her credit card company. The Company did not dispute this, and thus the money to which **************** refers is not with Hiscox it is with her bank.

   

  I understand that our call center has explained this to her, and that she now understands that she simply needs to request the return of her funds from the credit card company.

   

  I hope this helps. Please, let me know should you need any further clarification.

  Customer response

  06/20/2022

   
  Complaint: 17172079
  
  I am rejecting this response because: I have not received my refund. I have been back and forth with representatives from my bank as well as Hiscox. My bank has stated that they have not received any response from Hiscox as of June 17th, 2022. I went directly to the bank and spoke with a bank manager regarding the refund. The bank manager contacted the claims department who stated they have not received a response from Hiscox regarding my refund. Prior to entering the bank, I spoke with both *********************** and ************************* who both relayed different information. ***** was the first manager I spoke with at Hiscox regarding the refund. He first stated that Hiscox had issued a refund on May 8th, 2022. After not receiving my full refund and having received the first response to this case, I contacted Hiscox on June 2nd, 2022 to inquire about my full refund as it had not been received. I was told that the refund I was requesting was not found and I requested a call back from *****. Instead, I received a call from Kyiana who explained and apologized for the misinformation. She explained that due to the chargeback a check could not be issued for the $338.36 but that it would have to be processed through another system. She stated she would personally look into it and give me a call back once it was completed. By close of day, she contacted me back to tell me the issue was resolved and that I could contact my bank. The next morning, I contacted my bank and was told that it could take up to 5 days for them to see the information in their system. I contacted my bank back on June 9th as I did not see the refund to inquire if they saw the pending chargeback, they did not. I contacted them again on June 14th, to inquire about the refund, and was told that they had not received any response from Hiscox so I called Hiscox to speak with *****. ***** stated the same information relayed in the second response to the BBB. I asked ***** how could Hiscox make a claim that they didn't receive the funds when the charge posted to my bank account. He attempted to explain how Hiscox handled chargebacks but stated he would look into it and give me a call back. He later left a voicemail stating he would reach out to upper management to see if a manual refund could be processed. I contacted Hiscox back on June 17th and spoke with ***** and Kyiana prior to speaking to the bank manager at my bank. ***** stated there was nothing more that could be done. As the information he was relaying was different than what I recalled Kyiana stating I asked to speak with her. I asked her to provide proof that Hiscox has in fact approved the chargeback my bank submitted to release my refund. She has emailed me the attached document explaining that my refund had actually been approved on June 10th but until I receive my refund back in full, I will reject this response as I'm receiving conflicting information. 
  
  Sincerely,
  
  Chaquitia ******

  

  Business response

  06/06/2023

  Please see attached

• Initial Complaint

  10/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got insurance with Hiscox back on Sep 12, 2018. I filled a claim back on July 28th. They took a while to contact me initially and now they are just not responding to any communication. They last responded to their email on Sept 10 but it has been no communication since then. I no longer want to deal with them I just my refund and be done.

  Customer response

  10/20/2021

  Consumer indicated they have not heard from the company

  

  Business response

  05/17/2023

  Please see the attached Company's response. Thank you. 

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