ComplaintsforClearcover, Inc.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I updated my residence and mailing address in July 2023 over the phone when I moved and my insurance premium changed.I received one letter in the mail saying my policy would not be renewed. I believe the letter was sent some time in November 2023, although the envelope is not dated, has my old mailing address on it, and I have no idea how it got to my new address since the envelope doesn't have the **** mail forwarding sticker on it. I did not open the letter until January 16 because I assumed it had to do with my actual renewal receipt.I checked the app on January 16 **** because I am on auto pay for January 17 and noticed I did not have a bill posted. I called to ask why. The company claimed they had mailed me a questionnaire in August that needed to be filled out by October. I never received such questionnaire, much like others in ********** have claimed. I didn't receive any email, phone, text communication regarding this questionnaire, only the notice that my policy was not being renewed. This now leaves me without car insurance for two weeks, and had I not checked the app I would have never known and could have been in bigger trouble because of the carelessness, negligence and poor business practices of this company. I, like many others, am a responsible customer and driver, but it's clear this company does not value its customers. I hope people start dropping your company like flies. I would like proof that this questionnaire was mailed, and what address it was mailed to and the date.

  

  Business response

  01/26/2024

  Thank you for this opportunity to address your concern.  
  Clearcover Insurance Agency sent you an underwriting request for information that required a complete response to the requested information in order to appropriately underwrite your ************************** of California policy. Unfortunately, you failed to provide a completed response to the information so we are unable to accurately underwrite your policy. The underwriting request for information provides that your policy may be non-renewed if we dont receive a completed response to the requested information. 
  
  If you have any questions,  please contact us at  **********************************
  
  

  Customer response

  02/07/2024

  Complaint: 21159981
  
  I am rejecting this response because: I do not accept the business' response as they did not provide proof that such questionnaire was mailed, as requested in my original complaint. They have provided that same copy and paste response to all Californians who put in the same complaint as mine.
  
  Sincerely,
  
  ***************************; 

  

  Business response

  02/14/2024

  Thank you for this opportunity to address your concern.  In the first page of the letter, we state Failure to provide all requested information within the required time period (30
  days) may result in the non-renewal of this policy, and/or denial of claims. Due to not returning the questionnaire Clearcover moved to non-renewal of the policy.
  
  If you have any questions,  please contact us at  **********************************
  
  
  

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have an open claim from an accident I was in 12/9/23. It has been 5-6 weeks and they are unresponsive to not only myself but the body shop trying to work with them on my behalf. Their phones all ring to voicemail. The underwriters aren't responsive nor helpful. This comapany is a complete joke. I run a car dealership and would fire everybody if they treated my customers like this. I have never made a claim in my life at 49 years old but know it shouldn't be handled in this manner.

  

  Business response

  01/26/2024

  Thank you for the opportunity to address your concern. 
  A member of our claims management team has contacted you to resolve this matter.  
  If you have any questions,  please contact us at  ********************************* 
  
  

  Customer response

  01/29/2024

   
  Complaint: 21148231
  
  I am rejecting this response because:
  My car has been in the body shop for 7 weeks while Clearcover has continued to try to settle a ***** claim for **** dollars. I fully intend to *** this company tomorrow, January 30th at close of business if this claim isnt resolved. My suit will include the suffering my family has incurred during this complete and utter disregard for my rights not only as a consumer but my rights as an insured individual, which they have repeatedly violated. This company is a joke and if not settled by tomorrow, my attorneys will be happy to slap them around in a court of law.
  Sincerely,
  
  *********************

  

  Business response

  02/01/2024

  Thank you for the opportunity to address your concern. 
  It is our understanding that this matter is now resolved.  If this is not resolved, please contact us immediately.  
  Please contact us at  ********************************* 
  

  Customer response

  02/02/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/9/2024 I noticed a credit from them. I just paid them my insurance payment. So,I came them the following day to see what happened when they informed me that the canceled my coverage due to not responding to a request for proof of ownership via email. I searched my email account for anything I may have received and the only thing I found was an email for my upcoming payment coming out on December 29th and nothing else. I advised them I could get them the documents asap but they refused and said they will not reverse their decision. I was told they sent me a cancelation letter as well. Again, I never received that either. I have since been rejected by other companies because they lapsed my coverage as though I did it on purpose. I have asked for a callback from a supervisor to discuss this with them and it has been well over 48 hours with no callback. They have cost me a lot of money over some paperwork that I could have provided them had I known. I always tell every company I do business with to send me everything via postal office because emails have way too much traffic for me to keep up with. I'm still waiting on a callback from them.

  

  Business response

  01/19/2024

  Thank you for this opportunity to address your concern.  
  Clearcover Insurance Company sent you an underwriting request for information that required a complete response to the requested information in order to appropriately underwrite your policy. Unfortunately, you failed to provide a completed response to the information so we are unable to accurately underwrite your policy. The underwriting request for information provides that your policy may be cancelled if we dont receive a completed response to the requested information. 
  If you have any questions,  please contact us at  **********************************
   

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was reported stolen from the ********* parking lot in *******, **, on November 12, 2023. Promptly upon discovering the theft, I contacted both Clear Cover and the local police department to report the incident. Approximately one week later, the ******* ***************** located my vehicle and requested my presence at the recovery site.Upon my arrival, I attempted to start the vehicle, only to find that it was non-operational. Subsequently, I contacted Clear Cover to arrange for a tow truck to recover the vehicle. To my surprise, the Clear Cover representative stated that I did not have roadside assistance and would need to arrange and cover the towing expenses independently. Seeking clarification, I called back and spoke to another representative, who reiterated the same information.Upon engaging the tow company and dispatching the vehicle to a storage facility, I informed Clear Cover's claims department about the situation. However, they insisted on towing and storing the vehicle at Copart. I emphasized that I was already in the process of having it stored elsewhere, but the claims representative declared that Clear Cover would not cover storage costs if deemed unreasonable. This stance was communicated prior to assessing the daily storage fees, and it seemed unusual as they could have arranged for Copart to retrieve the vehicle promptly.Clear Cover has yet to reimburse me for the towing expenses, and they have not settled the storage bill for the facility where my vehicle is currently located. Additionally, they are requiring me to undertake the entire documentation process for my claim, including taking pictures of the vehicle's damages, collecting necessary paperwork such as the police report, and requesting irrelevant documents like an affidavit from the ** park where my ** is situated.Despite Clear Cover attempting to collect my vehicle from the storage facility once, they have not made subsequent efforts.

  

  Business response

  01/18/2024

  Thank you for this opportunity to address your concern.  
  A member of our claims team will reach out to you to resolve your claim. 
  If you have any questions,  please contact us at  ********************************* 
  
  

  Customer response

  01/18/2024

   
  Complaint: 21112281
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/28/23 my daughter was in an accident with a clear cover customer that failed to stop at her stop sign she was distracted by her cell phone. All though we had a witness clear cover failed to take responsibility for the accident we requested that they reach out to the witness multiple times before that actually did now my kid is driving a wrecked car she is making payments on

  

  Business response

  11/22/2023

  Thank you for this opportunity to address your concern.  
  A member of our claims team will reach out to review this matter with you. 
  If you have any questions,  please contact us at  *********************************.

   

  
  

• Initial Complaint

  11/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 09/01/2023, I was stopped in traffic and was rear ended by ******************************** their client. He admitted to me and the responding police officer that the accident was his fault. He also told that he was just rear ended by someone else just before he hit me. I filed a claim with his insurance company: Clear Cover Insurance. They only requested pictures of my vehicle and based their estimate on the pictures and the age of my car. I was contacted by Clear Cover on 09/29/2023 and first told that they were going to pay me $7,332.15 and a company called Co-part will come and pick up my car, just have my title available. I told Clear Cover that I was not giving up my car. They told me that since I wanted to keep my car that the amount would be $6,759.68 and they have to salvage my title because the repairs for my car was more than what it was worth. This estimate was based on the photos I uploaded on their site. They raised the estimate in an attempt to get my car and sell it to Co-parts who will in turn not salvage my title and sell the car. I told them I'm not going to allow them to salvage my car for an ugly dent. My car is drivable and is not totaled. Clear Cover told me that they will not pay for the repairs until I let them salvage my title. Salvaging my title will result in my insurance company canceling my insurance and I won't be able to register my car in ****.

  

  Business response

  11/17/2023

  Thank you for this opportunity to address your concern.  
  The ************* has the following requirement:
  If an insurance company declares it economically impractical to repair a motor vehicle, agrees to pay to the insured or claimant owner an amount in settlement of a claim against a policy of motor vehicle insurance covering the motor vehicle, and agrees to permit the insured or claimant owner to retain possession of the motor vehicle, the insurance company shall not pay the insured or claimant owner any amount in settlement of the insurance claim until the owner obtains a salvage certificate of title to the vehicle and furnishes a copy of the salvage certificate of title to the insurance company.
  If you have any questions,  please contact us at  ********************************* . 
  

  Customer response

  11/26/2023

   
  Complaint: 20858981
  
  I am rejecting this response because: According to ***** Blue Book my car is worth $3,349.00 - $5,074.00 and this is lower than the estimate that I personally received from ********* on 09/07/2023 when they looked at the actual damage and DID NOT do an estimate from pictures. They estimated the repairs at $2,952.93. This proves that Clearcover doubled the estimate in order to total my title trying to force me relinquish ownership of my vehicle for Copart to assume ownership and sell it. I have a clear title and if I give it to Copart they will sell the car. Copart is a multi-million dollar company with many bad reviews on BBB. I want the money they promised me. I've enclosed copies of the *** and ********* estimates.
  
  Sincerely,
  
  ***************************

  

  Business response

  12/01/2023

  Thank you for this opportunity to address your concern.  
  A member of our claims team will reach out to you to discuss this matter further. 
  
  If you have any questions,  please contact us at  ********************************* . 
  

  Customer response

  12/04/2023

   
  Complaint: 20858981
  
  I am rejecting this response because: I've spoken to ************************* @ Clearcover Insurance and she will not give me the money that they estimated needing in order to repair my car because I won't tell them where I'm going to get my car repaired. I would have told them 3 months ago when the accident happened. If they wasn't so busy trying to commit fraud and steal my car this claim could have gone peacefully. I've been fighting with them for 3 months and I don't owe them anything, they owe me. I have to take them to court.
  
  Sincerely,
  
  ***************************

  

  Business response

  12/13/2023

  Thank you for this opportunity to address your concern.  
  We regret that you have rejected our offer to resolve this matter.   Please reach out to us should you reconsider our offer of settlement.  
  If you have any questions,  please contact us at  ********************************* . 
  
  

  Customer response

  12/15/2023

   
  Complaint: 20858981
  
  I am rejecting this response because: Again,Clear Cover will not settle because they are still trying to steal my car with the same fraudulent claim. It's the same c*** they were saying before I contacted BBB. I'm taking them to court. The class action lawsuit is going to cost them millions and will run them out of business because, I know I'm not the only one they are trying to do this to.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Clearcover's business model is to prey on unknowing insurance purchasers with a perfect driving record by bringing them in at extremely low intro pricing. They raise their rates substantially upon each renewal, and instead of openly counseling customers on the claims process and the pros/cons of filing a claim and taking insurance money, they encourage it and then move to raise rates substantially or issue non-renewal of coverage. I had a minor issue (involving only my car) that I could have paid out-of-pocket. However, as I was paying a high rate to Clearcover, I assumed that the goal of auto insurance was to cover the cost of these minor issues. This is not true of Clearcover; not only was I encouraged to file a claim and take the payout, they raised my rates by the same amount as the claim payout then sent me a non-renewal email due to 'risk factors' (again, blamed on an extremely minor claim that I shouldn't have been encouraged to file as a claim). When speaking with a leader in the ******************* he made it clear that the Claims, Underwriting, and Service had no communication, and would not be working together to mitigate this issue. I am confident they will keep preying on unknowing customers in this manner.

  

  Business response

  11/17/2023

  Thank you for this opportunity to address your concern.  
  Clearcover has received your request to cancel your policy effective 11/22/23 at 12:01 AM. You will receive a refund of $374.36 back to your payment method on file within **** business days. 
  If you have any questions,  please contact us at  **********************************. 
  

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Accident filed and occurred on 10/10/2023. A long and slow process with claims adjuster and processing an estimate with ********************** in ********, **. Several emails and phone calls later, I was told that now we have to wait an additional **** days for check to arrive at dealership. Car has been repaired since Monday, November 6. Dealership will not release vehicle without check in hand. Meanwhile, my son is without a car and the costs of the rental car are mounting. Right now rental is exceeding *******. Request a refund of rental car costs for time the car is finally released to us.

  

  Business response

  11/17/2023

  We understand that the process of your claim has sparked frustration, and we sincerely apologize for any inconvenience. To clarify, following the report of your claim on the date of loss (10/10/23), we undertook a myriad of steps to ensure your case was handled with the utmost attention.
  This included obtaining a statement from you (10/11), confirming coverage (10/12), and submitting an estimate assignment (10/12). Despite delays - due to waiting for the shop you selected to send in photos and to receive the *** from the shop - an estimate was completed (10/30). Payment was thereafter released (11/2) and proof sent to shop so that they could release the vehicle to you.  (11/7).
  Unfortunately, as rental reimbursement is an additional coverage not chosen by yourself, we were unable to assist with these costs. Thank you for your patience throughout this process and we hope this summary provides clarity on the process of your claim.
  Thank you for this opportunity to address your concern.  
  If you have any questions,  please contact us at  *********************************.
  
  
  

  Customer response

  11/27/2023

  Complaint: 20852178
  
  I am rejecting this response because: To Whom it may concern: Clearcover has not satisfied my complaint. For a check to get mailed to a dealership with a forwarding time of **** days is not acceptable. The check actually took 11 days for dealership to receive, and for us to receive the car on 15NOV23 (@ 1month after start of claim). A former insurance company (USAA) would actually send the client a payment after the estimate was received. Clearcover should have expedited/wired or somehow helped their now former client to lessen the extra cost for a rental car for an additional 11 days. BUYER BEWARE. 
  
  Sincerely,
  
  ********************; 

  

  Business response

  12/04/2023

  Thank you for this opportunity to address your concern.  
  There was nothing stopping the shop from starting the repairs pending receipt of the check.  Additionally, despite the delays caused by the shop, at the inception of the policy, it was elected to waive the coverage that would provide rental reimbursement in the event of a loss. This means that unfortunately, we cannot assist with payment for a coverage that was not initially purchased.
  
  If you have any questions,  please contact us at  ********************************* . 
  
  

• Initial Complaint

  11/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Clearcover left me without insurance coverage and never notified me of their intention to cancel. They claim they mailed & emailed notice, but I have neither. Their claim is that I am working with a delivery service called ****, which is completely untrue. I began the process and they said they would not cover me if I worked with ****. I told them I cannot even complete the sign up process with **** without coverage and asked to increase my limits, which they denied. I agreed to keep the lower coverage and they canceled me anyway, without notice.

  

  Business response

  11/17/2023

  Thank you for this opportunity to address your concern.  
  Our underwriting team has determined that you are not a good fit for Clearcover.  Another carrier may be more appropriate for your needs.  
  If you have any questions,  please contact us at  **********************************. 
  
  

• Initial Complaint

  11/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Unprofessional business practice, last week I received a text notice that my policy will not be renew and will end in January. They claim underwriting a sent a questioner by mail which needed to be responded in 30 days which I didnt received. I called and explained that many times my mail goes to a different house by accident, which has the same address number just different street number. They said nothing can be done, very ****** business practice. They didnt bother to send a text notice or any signature required mail. I paid for many years and never had claim, cant believe they run their business this way. After reading so many complaints about Clearcover I guess its best to look for a new company. I would advise everyone to cancel their policy with Clearcover.

  

  Business response

  11/08/2023

  Thank you for this opportunity to address your concern.  
  Clearcover Insurance Agency sent you an underwriting request for information that required a complete response to the requested information in order to appropriately underwrite your ************************** of California policy. Unfortunately, you failed to provide a response to the information so we are unable to accurately underwrite your policy. The underwriting request for information provides that your policy may be non-renewed if we dont receive a response to the requested information. 
  
  If you have any questions,  please contact us at  **********************************. 
  
  

*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. ↩