ComplaintsforClearcover, Inc.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Clearcover has been taking out insurance money for the past two years from my savings account. The month after I signed up for clearcover I was incarcerated. My sister sold the car while I was incarcerated. I had no idea my insurance was automatically withdrawn from my savings account. When I got out of prison two years later my savings account was negative. I called clearcover and they were rude to me and refused to give me my money back or show me anything saying that I said they could take the money out of my account. The price of my insurance went up while I was incarcerated too and they took the money out with no ok by me as I was incarcerated. I didnt even use the insurance as My sister sold the car. My savings has been drained for something I didnt even use. This is a huge strain on me financially and they are just rude to me about it. I can prove that I was incarcerated but they cant prove I said it was ok to take money out of my savings account for two years with the price going up. They said that they turned off the automatic payments and my policy was canceled but after reading the reviews im scared.

  

  Business response

  08/23/2023

  Thank you for this opportunity to address your concern.  
  You signed the Terms and conditions for autopay signed at the policy inception allowing Clearcover to take automatic payments on a monthly basis. On August 4th, 2023, You contacted Clearcover by phone and requested autopay be removed.
  You did not provide any documentation that the car was sold or otherwise not being driven, as such we are compelled to continue offering insurance on the risk until you request cancellation. 
  Your policy was canceled effective August 17th, 2023, due to non-payment of premium. 
  If you have any questions,  please contact us at  **********************************. 
  
  

  Customer response

  08/25/2023

   
  Complaint: 20466653
  
  I am rejecting this response because: I want a copy of whatever they said I signed. I agreed to 96 a month not 135. And I couldnt contact clearcover because I was incarcerated. I can prove that I was incarcerated but they cant provide me with the documents that they said I signed. My account has been drained and now is negative for something I didnt even use. I want my money back.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Unfair Non-Renewal of Auto Insurance Policy by ClearCover I am deeply dissatisfied with ClearCover's recent non-renewal of my four-year auto insurance policy. My concern lies in their use of the underwriting questionnaire, which seems to serve as a disqualification tool rather than a means of accurate risk assessment. I believe a reconsideration mechanism should be in place for long-standing customers.The timing of the non-renewal, two years after a not-at-fault accident within my four-year tenure, raises questions about fairness and loyalty. This decision forces me to seek potentially costlier coverage elsewhere, contrary to the treatment I expected from a reputable company.I am disappointed that ClearCover's approach does not match the loyalty and trust I placed in them. I discourage others from considering ClearCover due to their prioritization of cheap rates over customer relationships. I request a reconsideration of the non-renewal decision and hope for open dialogue.

  

  Business response

  08/17/2023

  Thank you for this opportunity to address your concern.  
  Clearcover Insurance Agency is in receipt of your complaint to the ********** Department of Insurance.  Clearcover Insurance Agency will respond to the ********** Department of Insurance. 
  If you have any questions,  please contact ** at  **********************************. 
  

  Customer response

  08/22/2023

   
  Complaint: 20462081
  
  I am rejecting this response, it is very clear that the questionnaire intended purpose was to non-renew my policy otherwise they would be an option to correct any missing information for underwriting.
  
  Sincerely,
  
  ***************

• Initial Complaint

  08/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is a total SCAM! I had an insurance policy with them ** ****** 1/3/22 - 7/3/22 then was offered a lower rate so I called to cancel it and start with the newer lower rate. New policy was ** ******. Low and behold they were charging me for BOTH insurances for a full year till 7/3/2023!I clearly said turn off auto renew and I want the newer policy! When I discovered their scam I called to cancel the first one (with higher rate) and they cancelled the later one with a lower rate AND informed **** of transportation that my insurance was cancelled and they wanted to suspend my license! Those scum bags need to refund me the difference between the lower rate insurance that I wanted ** ****** and the higher rate Insurance ** ******.

  

  Business response

  08/23/2023

  Thank you for this opportunity to address your concern.  
  You are in touch with a member of our **************** Team to resolve this issue. If you need further assistance,  please contact us at  **********************************. 
  

  Customer response

  08/25/2023

   
  Complaint: 20460862
  
  I am rejecting this response because: I already contacted customer service at least 5 times to no avail and I wasted many HOURS on the phone. Just issue me the refund and we are done here.
  
  Sincerely,
  
  ***********************

  

  Business response

  09/01/2023

  Thank you for this opportunity to address your concern. 
  
  Our records indicate that all monies paid on, policy PA171792, have been refunded. $471.02 refunded on 6-21-23 to credit card ending in **** and $412.27 refund check #*****, sent on 7-11-23, check cashed on 07-21-2023 .

  
  If you need further assistance,  please contact ** at  **********************************. 

  
  

  Customer response

  09/04/2023

   
  Complaint: 20460862
  
  I am rejecting this response because: YOU ARE NOT READING MY COMPLAINT!!!!!!!

  You cancelled my cheap insurance and refunded it and reactivated my more expensive insurance (without my consent)  and charged me for it. You owe me the difference. Stop playing games, read the complaint and refund me.
  ***********************

• Initial Complaint

  08/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My issue is that I was insured with Clearcover car insurance up until 8/05/2023. I recently had my wallet stolen and had lost all forms of payment. Upon receiving new bank cards I had forgot to update my payment method for my car insurance. Due to this I had a Lapse in my car insurance with clear cover. Clear cover states they sent out multiple notices (NO PHONE CALLS) of which I did not receive and notification from them for some reason. I was insured with clear cover for 1 and 1/2 continuous years with all payments being made on time. On 08/10/23 5 days after lapse in coverage I had contacted clear cover to explain to them that I had not received any notification about payment issue after noticing the issue the night of 08/09/23 when trying to renew policy. I had explained to them that I would like to get the payment corrected and reinstate my policy for another 6 months. The company refused to do so after being a loyal pay on time customer for 1 and 1/2 years and had received no notification from them even though they claimed I had received them. The company now made it where no one will insure me because of the lapse in coverage when I am required to have full coverage on a financed vehicle. The few companies that will insure me are giving rates of $1,000 or higher per month now because of the lapse and I am not able to afford that at all. I was paying $176 with clear cover, their lack of care and understanding has made it impossible for me to get car insurance.

  

  Business response

  08/23/2023

  Thank you for this opportunity to address your concern.  
  Clearcover has reviewed its handling of this matter.  
  Your payment was due July 9, 2023. 
  Clearcover sent several payment reminders beginning July 6th, 2023 up to the policy cancellation date of August 4th, 2023.
  Clearcover made several attempts to collect the premium due beginning July 9, 2023 up to August 4, 2023.  
  Your policy was canceled for nonpayment of premium on August 5, 2023. 
  
  If you have any questions, please contact us by phone or chat.
  Our team is available Monday-Friday from 8AM until 7PM ** and Saturday-Sunday from 8AM until 5PM **. You can reach ** by phone at ************ (select option 4) or by chatting with us through the Clearcover mobile app.
  
  

  Customer response

  08/24/2023

   
  Complaint: 20454971
  
  I am rejecting this response because:

   Resolution was not sufficient. Company claims they sent out alerts that were never received. Screenshots of all emails received by Clearcover since June 28th ****. Company did NOT try to contact by PHONE CALL AT ALL .(THE NUMBER ONE CONTACT METHOD TO COLLECT A DEBT) Company Unwilling to work with long term customer shows lack of appreciation for customers that are  funding company operations. I will be following up with this response VIA public NATIONAL NEWS announcement. 
  
  Sincerely,
  
  *************************

  

  Business response

  09/01/2023

  Thank you for this opportunity to address your concern.  
  In order for Clearcover to maintain our low rates, we do not telephone customers to remind them to make payments. We sent several emails and text notifications that there was a problem with the payment and a payment was required in order to avoid cancellation of your policy. Perhaps another insurance company would be a better fit for you.  
  
  If you have any questions, please contact us by phone or chat.
  Our team is available Monday-Friday from 8AM until 7PM ** and Saturday-Sunday from 8AM until 5PM **. You can reach ** by phone at ************ (select option 4) or by chatting with us through the Clearcover mobile app.
  
  

  Customer response

  09/05/2023

   
  Complaint: 20454971
  
  I am rejecting this response because: Business is refusing to work with me at all. Business has no care or value for customers at all. I will be giving a public news announcement on every major news broadcast about the lack of customer care/value from Clear cover by 09/31/2023. Company unwilling to spend money on phone calls to value their customers business. Company only after making money and not wanting to spend any profits on providing more reliable/customer friendly service. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In October of 2021 I purchased my home. ***** Fargo referred me to Hippo for homeowners insurance. Hippo referred me to clearcover to bundle my home and auto insurance in hopes of a lower price. Clearcover billed me for my insurance on my automobiles. They also sent me forms to sign. I was having trouble with the app so I reached out to customer service. They walked me through the documents that needed signatures. Shortly after I received a cancelation letter stating they canceled my policy for failure to sign documents. I did sign the documents. After cancelation of my policy, they billed my credit card again for another month. I contacted them and they only agreed to refund part of the bill. They sent me an email with a digital check. I went through the entire process to deposit it into my bank account but at the end of the process I received an alert that said something went wrong. I called and requested a live check be mailed to me. Last week I received another email from them stating I did not cash the live check they sent. They never sent me a refund check in the mail. I requested another and specifically said do not send an email check because I have no way to print it. They sent yet another email check. I reached out to the company and they said they could talk me through how to print it. I have no printer. This company clearly has no intentions of refunding me the money they stole from my credit card. They wouldn't even refund the full $77 they charged. Now with a high interest rate it's much more. I hope this can be resolved soon. It's gone on long enough. Good luck getting someone at the actual company to answer the phone. ***** reps couldn't even get ahold of them to resolve the issue.

  

  Business response

  08/14/2023

  Thank you for this opportunity to address your concern.  
  You are in touch with a member of our **************** Team to resolve this issue. If you need further assistance,  please contact us at  **********************************. 
  

  Customer response

  09/05/2023

   
  Complaint: 20439188
  
  I am rejecting this response because:
  I still have not received a live check from this company. Most of the emails they send I cannot even respond to. 
  

  
  

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

  

  Business response

  09/15/2023

  Thank you for this opportunity to address your concern.  
  An electronic check was sent to you on August 7, 2023.  If this did not reach you, please contact our **************** Team to resolve this issue. If you need further assistance,  please contact us at  **********************************. 
  

  Customer response

  09/26/2023

   
  Complaint: 20439188
  
  I am rejecting this response because:
  I received a refund check in the mail for $72.37. Still not the amount they charged my card for $77.00. I should not be responsible for any processing fees since it was an illegal charge to begin with since cancelation of my policy. Not to mention interest accrued on my card. However I would not expect less from a shady company such as theirs. Stealing from former customers and false allegations. 
  Sincerely,
  
  *****************************

  

  Business response

  10/06/2023

  Thank you for this opportunity to address your concern.  
  An audit has been conducted of your account.   An additional refund will be issued.  
  
  If you need further assistance,  please contact us at  **********************************. 
  

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Clearcover apparently mailed me an underwriting questionnaire that I never saw, no emails, no phone call from them warning me of this questionnaire. Because I did not fill out the questionnaire and mail it back within ************************************************************ I have been a loyal paying customer for years now. Asked them why they can't simply reinstate my policy - "sorry we don't support **********." Ah, understood, this is simply a way of getting rid of policy holders in the shadiest way possible. Noted. Good stuff Clearcover.

  

  Business response

  08/10/2023

  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  **********************************. 
  

• Initial Complaint

  07/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  So I inquired a quote thru Experian, and received a qoute that was decent enough to changed. I started the process 6/28/23. You put all the information that they ask while doing the qoute(vin #, drivers license #,the perpose for the vehicle,ect...), then at the end if you end up paying a payment much higher in the first because of the payment plan your about to get. Of course money comes out, few weeks later, they ask the same questions, are these cars yours? Need verification? And you oblige, and send what they need. This is when it starts, they take your second payment. Then they start to send you emails, that they need more for underwriting, more, more and more....also they can't see what you've send them, can you send it other ways. After jumping through hopes, to get what they need, they will send you an email that youre canceled and thats final. Its kind hard to say its a technical issue, becuase i sent the information thru different emails and I was able to see everything that i have sent them. It's a nightmare dealing with this company, it almost feels like a scam.

  

  Business response

  08/09/2023

  Thank you for this opportunity to address your concern.  
  In order to maintain our competitive rates, Clearcover has strict underwriting requirements.  We regret that you are not a good fit for Clearcover.  Another insurance company may be more suitable for your requirements
  If you have any questions,  please contact us at  **********************************. 
  
  

  Customer response

  08/10/2023

   
  Complaint: 20401788
  
  I am rejecting this response because:

  Clearcover support did nothing to help out in the situation. I even wrote back after the fact to see how can clearcover help me in this situation and they did not respond. Underwriting Team got everything that was asked for and them some. Everything was given in a timely manner but still canceled the contract that Clearcover made. This company is a waste of time and frustration. 
  
  Sincerely,
  
  ***************************

  

  Business response

  08/17/2023

  Thank you for this opportunity to address your concern.  
  We reiterate our strict adherence to our underwriting requirements. All of the requested information was not received within the timeframe given. Another insurance company may be a better fit for you.  
  If you have any questions,  please contact us at  **********************************. 
  

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 17th I was at work and went to leave. I discovered that my jacket I took to work was gone and had my key fobe in the pocket for my car. Consequently I was locked out of my car. I luckily had an extra key fobe in my car. So I called Clearcover insurance cause I have roadside assistance service through them. It was about 11:30pm when I did this. Two hours later roughly I am told by them they cant find anyone to come and let me into my car that they contacted everyone on their list they have. I said fine I will try myself to find someone. So I did a search on the internet and contacted the first company I saw. Luckily the guy was within 10 minutes of my location and had me in my car within 5 minutes after arriving on the scene. He charged me $200 for the service. I called Clearcover and asked how I get reimbursed for the $200 and was told to just email the receipt to them. Well a week or so later I contact them and am told I need to actually file a claim with them which I did at that time. So about 10 days later I receive an email from them saying they are reimbursing me $75??? I call them and am told this is because they dont reimburse for new key *****. I ask the woman who I was talking to what new key fobe. She said, the one you received when you got into your car. I said I received no new key fobe that the charge was for getting me into my car period! The woman said, oh will have to make a note of this and resubmit it to our supervisor to be re- evaluated. So I call back this week and talk to a woman with Clearcover and get the same story about receiving a new key fobe and I will be reimbursed $75. I said I told a woman last week that there was no new key fobe given me the charge was for getting me in my car period! The woman put me on hold for several minutes while she tried to get ahold of a manager. She then came back and said the matter has been turned over to them. I have as of yet to hear back. I want my full $200 refunded ASAP!!!

  

  Business response

  07/25/2023

  Thank you for this opportunity to address your concern. 
  Checks for $75 and $125 for a total of $200 have been issued today. 
  If you have any questions,  please contact us at  *********************************. 
  

  Customer response

  07/26/2023

   
  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

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got email out of blue two days ago 07/10/2023 that my policy not going to renew 09/2023 due documents not received in the mail. I called them on the very next day. I informed them I never got any letters in the mail. I asked them to provide the tracking details then they put me 30min hold and say they have reached out *** on hold and we will email you. Never received that email. Reading this complains about other looks like something really fishy out this company plus they do not accept to renew or repurchase any new policies in **********. This company claim everything digital yet nothing commuted any form in digital other than cancellation email when it comes to this issue. Dont waste your time and hard earn money with this unreliable insurance carrier.

  

  Business response

  07/25/2023

  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  **********************************. 
  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've been a Cleacover customer for over 5 years. To date, I've used my insurance one time to get a tow for a car repair. I've always paid on time and provided information as requested. Yesterday I got a notice stating that my policy would not be renewed. They'd sent a packet requesting information about my mileage, drivers in the home, any changes, etc. I filled out all of the forms and returned them within the 30 day time period. So I was understandably confused to learn that my policy wouldn't be renewed. When I contacted customer support, they told be that the top form was missing. The top form was a letter explaining what they were asking for, so I told them that I'd kept it for my records, I didn't realize it was part of the form. They informed me that because that letter wasn't included, my form wasn't considered complete and they would not be able to renew my policy. It seemed weird since they'd never reached out to me via mail before AND they made no attempt to ask me for additional information or let me know that my form was incomplete. I'm still within the 30 day period, but wouldn't be able to get the letter back to them in time. Since my policy doesn't expire until October, I asked if there was any way to fix this, if I could send the letter in and they told me that the decision could not be overturned. This seems like a poor way to retain customers. I'm also curious since my roommate reached out for a quote a few months ago and was informed they don't offer coverage in **********. Seems like a skeezy ploy to cancel our policies to maybe undercut a law or avoid a penalty?

  

  Business response

  07/25/2023

  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 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

  07/31/2023

   
  Complaint: 20315565
  
  I am rejecting this response because you intentionally made the form misleading so that people would leave off the letter that you considered part of the form so you could drop their policy. Why else would there be so many other complaints from longtime customers dealing with the exact same issue? Its frankly wild that you even get these forms back since, in the 5 years Ive been a customer, this is the first piece of physical mail Ive ever received from the company. I didnt even receive physical copies of my insurance cards. There was no notification via the app, text, or email when the form came to me, but I did get notified across text AND email with your non-renewal notice along with being emailed a copy of the letter before I received it. How youre going about this feels extremely illegal and since youre just doing form responses to everyone youve screwed over in this way, Ill be looking into filing complaints with the *** as well. Why didnt you email and text me about the form? Why doesnt the form have page numbers or any indication that the letter that came with the form was part of the form? Why did you mail a form instead of sending something through the app or email? Previously these surveys have all been done online. Why is there no way for me to re-do and re-submit my form before rejecting my renewal?
  

  

  Business response

  08/09/2023

  Thank you for this opportunity to address your concern.  An email has been sent to you from our customer service team to resolve this matter.  
  
  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. ↩