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:03/11/2025

  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 had an insurance policy with insure on the spot/ united equitable insurance company. I added my husbands car to the policy and canceled it within 48 hours because we sold the car and didnt need the coverage. We put down $160 dollar deposit to add his car. We asked for a refund since we didnt need the coverage and canceled within less than a weeks time frame, first I was told that I would receive a refund at the end of the month, then I was told that instead of a refund the $159 dollars would go toward my February payment and that I wouldnt have to make a payment in February, well neither happened they never gave me a refund for the car that didnt need coverage and canceled my insurance policy for the car that was still insured under the police for non payment, as hard as it is in this economy that was flat out wrong to just take from me for services not rendered. If I didnt need the insurance and it was canceled why not give me my money back as promised, on top of that the business keeps contacting me telling me what I owe them to reinstate the policy

  

  Business Response

  Date: 03/21/2025

  To whom it may concern:
  On 1-13-25,Mrs. Dequeda ***** contacted our office to add a vehicle. Insure On The Spot Services, **** submitted the request to United Equitable Insurance Company the same day. The additional premium was added to Mrs. ***** receivable balance which increased her monthly payments.  On 1-16-25, Insure On The Spot Services, **** received a request to delete the vehicle and submitted the request to United Equitable Insurance the same day.  The returned premium was applied to Mrs. ***** receivable balance which decreased her monthly payments.  Mrs. ***** was charged for the time she was insured, and a refund was issued on 3-13-25.
  We feel the above information should answer any questions regarding this matter.
  Respectfully,
  Insure On The Spot Services, ***

• Initial Complaint

  Date:01/30/2025

  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.

  This complaint is directed to both the insurance agent and insurance company: Insure On The Spot as the agent who provided auto insurance to my son ********** ********* from a 3rd party company United Equitable Insurance Company. On 4.17.2024 my son purchased full coverage auto insurance from Insure On The Spot. On January 3, 2025 my son was in a car accident which resulted in his vehicle being declared a total loss. That evening we called Insure On The Spot to report the accident and we were instructed to call back on Monday 01.06.2025 when the ***************** would be open to take our accident report. On Monday 01.06.2025 after repeated calls, being transferred from loops of automated preprogrammed prompts to individuals who would deliberately put us on hold and then disconnect the call. We called daily for two weeks and were finally able to reach a live human we requested to speak directly with a person in the claims department. Each representative that answered gave us the run around. We requested to speak with the manager on duty and of course the call was disconnected. when calling this insurance company, they have designed the automated voice prompts in such a way that you can literally spend up to and over 25 minutes waiting to speak with a human. when a human representative answers they refuse to transfer the call to a supervisor. I exceeded the character amount. Please see supporting documents (IDOI) for the complete explanation of this complaint. Thank you.

  

  Business Response

  Date: 02/11/2025

  To whom it may concern:
  Insure On The Spot Services, **** is not involved in the claim process.  The insurance companies determine the outcome and handling of all claims.  We contacted United Equitable Insurance Company, and they informed us that as of 2-5-25 they are still pending a copy of the police report and a statement form.
  We feel the above information should answer any questions regarding this matter.
  Respectfully,
  Insure On The Spot Services, ****

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22875052
  
  I am rejecting this response because: Insure on the Spot is the agent that assigned UEI as the auto insurer for my son.  My son has returned the statement form as well as made sure that *** had the correct police report effective 2.7.2025.  We have continued to reach out to *** regarding them not contacting the lien holder of the total loss.  *** continues to delay this total loss claim.  The lack of communication is unbelievable. I still hold Insure on the Spot accountable as they know that *** has a bad reputation and a history of delaying or not paying out claims.  Insure on the Spot did not notify us that they were assigning UEI as the insurance carrier.  Insure on the Spot does not share or explain that they are agents seeking insurance carriers.  They prey upon young inexperienced drivers who don't know the inner workings of poorly rated insurance companies such *** hiding under an umbrella of companies like Insure on the Spot. I did not see the correct UEI address listed when I filed the original BBB complaint, however, insure on the Spot also is a horrible company with poor customer service.   I will also file a complaint against *** when I find out their true headquarters address.  This is entire incident has been a nightmare from day one.  Not one person from Insure on the Spot nor *** has asked if my son was okay after the accident nor are they doing anything to make this a smooth process.  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 02/18/2025

  To whom it may concern:

  Insure On The Spot Services, **** contacted United Equitable Insurance Company and received the following update regarding the claim.

  The claim is with the ********************** The adjuster spoke with the insured this morning and explained the offer to them for the total loss.
  Also, please see attached email.

  Thank you, 

  Insure On The Spot Services, ****

   

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22875052
  
  I am rejecting this response because: Please see attached documents.  I am reaching out to you to inform you that after the phone conversation your adjuster had with my son Chidiebere, earlier today he is no longer able to handle this situation.  I am inserting myself as his agent and asserting my POA rights.  Going forward please note that I will be the person of contact regarding this insurance claim until this matter is resolved.  I am returning one of the documents you sent earlier, please note the highlighted items on the document   The location is incorrect.  The accident location was not in **********, IL nor was the vehicle towed and stored in **********, ***   Based on that information I am requesting an itemized receipt listing the charges from the tow from the scene of the accident on 1.3.2025 and until your company acquired the vehicle 1.9.2025.  In addition to the validity of the towing fees; I vehemently disagree with the extremely escalated Additional Premium Deduction of $3957.00 for Policy Violations.  You told my son over the phone that at the time of his initial insurance application he did not disclose that he had previous accidents.  That is false information.  Please refer to the recorded call from your agent, Insure On The Spot when they asked my son all  of the routine questions for any individual seeking auto insurance.   I was with my son as he made the call to Insure On the Spot for full coverage auto insurance.  I know that they asked him of any previous accidents, and he answered truthfully that he did in fact have previous accidents.  You also told my son that he completed a form and returned it to your company stating that he denied having been involved in any accidents.   I would like a copy of that form emailed back to me.  It is also routine for insurance agents and insurance carriers to run a MVR, credit check and other background checks before an agent or insurance carrier will provide auto insurance.   Insure On The Spot, **********************, United Equitable Insurance Company, American Heartland Insurance Company nor any other affiliates acting in/on your behalf as an insurance carrier  did not disclose or reveal to my son Chidiebere that he was ineligible for full coverage auto insurance or that he would be subject to an Additional Premium Policy Violation at the time of the initial  application  up until now.   I would greatly appreciate it if you would provide the documentation that you said my son, Chidiebere, signed to support your claim of this astronomical Additional Premium Deduction of $3957.00 regarding this claim as I would like to review it.  I am also requesting a copy of the appraisal of the vehicle that was performed by your company.  That document was not in any of the attachments you emailed to my son regarding how the appraiser/adjuster arrived at the value and cash payout for the vehicle.  It appears that your insurance company does not want to pay the value of the vehicle.   Therefore, until I receive the supporting documents from your company I do not agree or accept the Cash Out Settlement of $13024.00.     I would appreciate a reply back before the end of the business day.   
  
  
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:12/31/2024

  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.

  I paid insure on the spot $****** on 12/19/24 and was told the place I was with went up after I paid the ****** and I did what they told me to do and nothing back at all I emailed the hand letter to company like told to and was told 5-10 day for refund and I got hanged up on today 12/31/24 trying to find out what's going on I want my refund back that's all and they don't want to help me at all not a way to run an bissness sad it's nat alot of money to most but I had to get insurance through somewhere else and paid 200 to it just want the ****** I sent them back that's all thanks

  

  Business Response

  Date: 01/10/2025

  To whom it may concern:
  On 12-19-24,Mr. *********** ****** submitted a renewal payment.  The next day, Insure On The Spot Services, **** received a letter requesting not renew the policy due to an increase in premium.  A refund check was issued on 1-2-25.
  We feel the above information should answer any questions regarding this matter.
  Respectfully,
  Insure On The Spot Services, ****
  

• Initial Complaint

  Date:12/12/2024

  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.

  Due to a police chase my car was hit back in July of 2024. The insurance company picked it up for repairs in August. Since then I sent them all of the documents that they requested but they keep ignoring my calls and will not give me any updates. I would like help getting my car repaired since my payments are upto date and it's been almost six months.

  

  Business Response

  Date: 12/27/2024

  To whom it may concern:
  Insure On The Spot Services, **** has no involvement in the claim process.  The insurance companies determine the outcome and handling of all claims.  We contacted American Heartland Insurance Company and received the following information:   The claims adjuster spoke with ****** **** and asked for a letter of experience from the prior insurance company but ****** **** emailed her current insurance policy.  Insure On The Spot Services, **** reached out to her prior insurance company and requested the letter of experience.
  We feel the above information should answer any questions regarding this matter.
  Respectfully,
  Insure On The Spot Services, ****

• Initial Complaint

  Date:11/12/2024

  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.

  On Oct 22 I contacted them to cancel my policy. It was not done. I was charged for service I have been requested a refund and was told i have to wait. I have called and requested t speck with upper management and no one has called me back regarding my refund I should not have to wait another month

  

  Business Response

  Date: 11/22/2024

  *** whom it may concern:
  On 10-16-24, an application was submitted to Direct Auto Insurance.  On 10-22-24, Insure On The Spot Services,**** received a cancel request from Ms. ******* *****.  The cancel request was forwarded to Direct Auto Insurance and the cancellation was processed on 11-08-24. A refund check was issued on 11-14-14.
  On 11-18-24, Insure On The Spot Services, **** received a credit card dispute filled by Ms. ************* funds were returned to the credit card company on 11-19-24 and the refund check issued by Insure On The Spot Services, **** was voided.
   We feel the above information should answer any questions regarding this matter.
  Respectfully,
  Insure On The Spot Services, ****

• Initial Complaint

  Date:10/02/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  On 7/31/24 I purchase insurance from insure on the spot they got me insured w ******* first or something like the initial first down payment was $ ****** and $***** monthly payments ok I called back on 8/6/24 and added the plus to my policy which I had to find out about that through someone else that they should offer that which they didn't so I had to pay $32 for that to be added and I was told by me added this Plus package my premium would remain the same it wouldn't go higher ok on 8/22/24 I made the payment a I agree to$ ***** ok now it's time to pay again which is Oct 1st and 8 was told my bill due $120+ how I asked when I'm supposed to be paying $***** I was told something I had no clue no one could tell me why it's ab $40 add to my monthly payments I asked to speak to a supervisor for the second time the first ****** hurry up and transfer my call to someone else which I asked again why I have to pay more this month then last month and can I speak to a supervisor to only get lie to ab one was not there after once one could tell me my it's higher this month I should of gotten a courtesy call saying due is due or a email neither one happen a customer service a very rude unprofessional they customers care service is sad they get mad cause they don't speak good English then get upset cause a ****** can't understand what they say or they don't understand the customer so y'all telling me that my linital down payment $****** is no different from my monthly payment y'all tell me I owe $120+ I would of never agreed to this I would went and took my business somewhere else that not right no far I'm willing to pay$ ***** if not I will most definitely take my business somewhere else

• Initial Complaint

  Date:06/07/2024

  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.

  Ive been paying for auto insurance and I had an accident and the company dont want to pair for my repairs

  

  Business Response

  Date: 06/11/2024

  *** whom it may concern:
  Insure On The Spot Services, **** has no involvement in the claim process.  The insurance companies determine the outcome and handling of all claims.  We contacted United Equitable Insurance Company and received the following information.   Please see attached letter.
  We feel the above information should answer any questions regarding this matter.
  Respectfully,
  Insure On The Spot Services, ****

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Been using insure on the spot insurance fo 10 months now thinking that I am covered thank God that I haven't been in an accident because who knows what might have happened and I would be sued or dead. And not insured. I gave my address to the company and my address is on the policy so how is it that no one knew that I wasn't an ******** resident. I would like to be reimbursed fir all my money that I have put into this policy without ever being covered. I have spoke to several representatives and know one in the office has a clue. How could this happen without anyone on the entire offic not paying attention or are they just all clueless. I spoke with the first person back in August of 2023 and I asked over and over if I would be insured while living in ****, IN and was assured that I was. I have Bern under the sr22 and liability insurance with out any coverage since then. I spoke with a representative on 04/19/2024 and she said I would not be getting any of my money back because I was covered. How was I covered if covered if you don't cover ******* ??? Is there anyone there that has common since that can take care of this very unbelievable situation. The nerve and audacity of the lady to even let the word come out of her mouth and she even said she spoke to her manager about this issue and she said the the Same dumb thing that this representative said. This is just freaking unbelievable. Is there anyone besides me that can sew that there is no way that I can be insured here in ******* if I am not a ******** resident. If you look at my policy if clearly shows my address. And when my ven number was pulled and ran it ****** states *******. I want my money back and I am going to speak to a lawyer as well. Refund my money because this is not right and looks to be a scam company. Please explain to me how no one out of this entire corporation could not notice that I live I ******* not ********. Representatives have called on several occasions asking my address.

  

  Business Response

  Date: 04/29/2024

  
  To whom it may concern:
  Ms. *********************** non owners SR22 policy with American Freedom Insurance started on 8-15-23.
  On 11-19-23, ****************** add a 2007 ****** Murano to the policy.  American Freedom Insurance Company does provide policies for both ******* and Illinois residents.  Insure On The Spot Services, **** is currently reviewing and trying to determine exactly what and how this happened.Insure On The Spot Services, **** has addressed the employee and disciplinary action has been taken.  We apologize for any inconvenience this may have caused  ******************.
  
  We feel the above information should answer any questions regarding this matter.
  Respectfully,
  Insure On The Spot Services, ****
  

  Customer Answer

  Date: 04/30/2024

   
  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

  Date:04/19/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On February 11, 2024 I called insure on the Spot to obtain auto insurance for my 2003 ************** I spoke with a representative and told her that I wanted to pay for my 12 month policy in 2 payments. I Was told that as long as I called back in within 30 days with the second half that would be fine.I Expressed to the representative I was not interested in any other services besides the policy i.e. towing, roadside assistance. She gave me a quote $788. I paid $384.95 on that day. I called on March 5, 2024 To pay the balance and it Was higher in cost. I asked the representative why was that. She went over the policy with me and told me that I a roadside package. I told her I did not request that and I clearly asked for it not to be on my account because I already had the services with another company. Because I felt like I was deceived I told her I would like to cancel the policy. At that time she gave me an email ***************************************** to send my request to, I did that on the same day. I received no response back. On April 10 I received a check from insure one for $184. I immediately reached out to insure on the Spot by phone and ask for a phone call back. I received no phone call back so I reached out to the email again expressing my concern that the check was $200 less than I pay them. I requested the remainder of my funds less the one month that I had the insurance. And I received no response.

  

  Business Response

  Date: 05/01/2024

  
  To whom it may concern:
  On 3-5-24, Insure On The Spot Services, **** received a request from ********************* to cancel the insurance and the request was forwarded to Direct Auto Insurance Company on 3-8-24. The cancellation notice was received on 4-2-24 and a refund check was issued on 4-4-24.  Once Insure On The Spot Services, *** received confirmation that the roadside package was cancelled an additional refund check was issued to *************** on 4-22-24. We apologize for the delay and any inconvenience this may have caused  **************. We feel the above information should answer any questions regarding this matter.
  Respectfully,
  Insure On The Spot Services, ****

  Customer Answer

  Date: 05/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  
  I Believe that if it was not for the BBB, I would not have received the remainder of my refund , which by the way was $8 less than what I should have received. I did not receive contact from this company or information regarding an additional check until I reached out to the BBB.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/01/2024

  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 was told several different payment amounts. I couldnt get a straight answer about how much my policy was going to be. I am required to have sr22 insurance and the the company never sent proof of insurance to the state and they are REQUIRED to do so resulting in a suspension of my license. Cannot get anyone on the phone to get it corrected either.

  

  Business Response

  Date: 03/08/2024

  To whom it may concern:
  
  Insure On The Spot Services, **** contact American Freedom Insurance Company regarding the SR22 filing for *******************************. ******** Freedom Insurance Company submitted the SR22 filing to the state on 2-23-24 and we asked them to resubmit the filing again on 3-5-24.  *************** currently has 9 monthly payment of $21.57 with the first one due on 3-24-24.  On 3-6-24, we resend a copy of **************** payment schedule.
  We feel the above information should answer any questions regarding this matter.
  
  Respectfully,
  Insure On The Spot Services, ****