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:03/01/2023

  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 this insurance company twice to report someone fraudulently using my address for coverage; however ************** notifications continue to come to my home so apparently this person is still insured. The customer service rep told me she couldnt do anything about it without the policy holders consent & all they require is verbal verification for address. I find it ridiculous that they insure customers using whatever address they provide without requiring proper proof of residency. I am the homeowner & the only driver who resides at my address. I have no clue who ******************************* (contract# *****) is yet that wasnt enough for them to investigate. If every insurance company ran their business this way all customers would just lie to have cheaper rates. Theyre a complete joke! I guess this lady will continue to get low cost insurance by using an address that doesnt belong to her because Insure on the spot seems more concerned about collecting money. Obviously they dont mind supporting fraud.

  

  Business Response

  Date: 03/10/2023

  To whom it may concern:
  Insure On The Spot Services, **** was able to get in contact with the insured and corrected the address. 
  The address has been corrected in our system. We apologize for any inconvenience this may have caused ***********************. The operator mistyped with address in error. We feel the above information should answer any questions regarding this matter.
  Respectfully,
  Insure On The Spot Services, ****

• Initial Complaint

  Date:02/22/2023

  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.

  I ********************* am filing this complaint against insure on the spot for having a insurance policy in which they did not honor that my father had been paying for years in which they violated all of the terms I had a incident on Dec 18 2022 in which I hit a pothole while returning home from the grocery store causing a collision and damaging the right tire and other parts beneath the car on Dec 19 I had the car towed to Heartcare auto for repairs I filed a claim December 20th with insure on the spot claims department american freedom however this complaint is against insure on the Spot because they should be held liable because they were the one my father was making monthly payments to for the policy the insure violated the terms and agreements in the policy which includes full coverage uninsured motors and etc their claims department sent out a appraiser who lied about the cost of the damage to the car claiming the damage was below the deductible cost of 500 which was clearly false then was told we would have to pay for the cost of parts horrific and then was referred to two mechanic shops that were not even listed on ****** or no valid contact information or reviews so I asked the representative why can't we get the car fixed at the shop we had it towed to they responded if we had the car fixed at heartcare we would be responsible for all costs and they would drop our claim if we did have it fixed there so the whole time insure on the Spot had no attention of fixing the car and wasted 3 weeks knowing that they were not going to pay for any of the cost of repairs I have never in my lifetime heard or experienced anything like this this is a clear case of fraud and deceptive trade practices under the consumer protection claim as law imagine paying a insurance company for 10 plus years driving around thinking you are fully covered then something happens and you realize you were never covered we had to pay for all repair cost and now we are seeking 2 to 3 years of payments

  

  Business Response

  Date: 02/26/2023

  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 ******** Freedom Insurance Company and received the following information regarding the claim;  ***************** determined the damages were $457 which is below the deductible of 500.  Insure On The Spot Services, **** was not privy to the conversations between Mr. ************************* and ******** Freedom Insurance Company claims department or appraiser.
  We feel the above information should answer any questions regarding this matter.
  Respectfully,
  Insure On The Spot Services, ****

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19430467
  
  I am rejecting this response because: insure on the spot is responsible for payments in which is a legal bind of contract of the policy innwhich they were supposed to keep their terns on their end they did not keep their part which is a breach of contract by me having the full total of costs for collusion insure on the spot is giving false statements that they have no acknowledgement of how their claims department handle cases as their claims department has been fined tried in court publicly reported  to tv news for the same exact reasons as my complaint where they have not payed for any of its customers repairs regarding their claims the fact insure on the spot is referring it clients to this claims company knowing there using these deceptive practices should be held as accountable as well there is copy of cost for repairs in the receipt I have uploaded that shows the cost of repairs was over the 500 dollar deductible limit the appraiser gave a falsified appraisal so they wouldn't let us get the car fixed at the shop we had it towed to heart auto care because they were a certified verified shop on ****** and did good work the shop they referred us to ******* bidy shop was not listed on ****** had no reviews nore location this is when I was full aware this was a scam insurance company this complaint will be refiled and other agencies will be contacted as well as further legal action will be pursed until insure on the spot has given us back compensation of a year in payments in the amount of $1,789.16 is deposited back in to the account of debit card ending  in **** that they have on file or mailed via check to *********************;

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

  

  Business Response

  Date: 03/07/2023

  Insure On The Spot Services,Inc, is an independent insurance broker and does not issue policies nor handles claims.  The claim is handled by the insurance company ******** Freedom.
  The insurance company ******** Freedom reviews the claim and determines the damages.  Any claim information should be forwarded directly to ******** Freedom Insurance Company *************).

  We feel the above information should answer any questions regarding this matter.
  Respectfully,
  Insure On The Spot Services, Inc.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19430467
  
  I am rejecting this response because: insure on the spot is sending falsified statements trying to disassociate itself with ******** freedom as  their claims department after I literally uploaded statements showing they are receiving payments for the policy even if insure on the spot wants to lie about it i want to make it clear I have been in touch with ******** department of insurance and other agency's who have stated they are fully aware of about this company and its practices which is why I am not  closing out this complaint this will be refiled and will not go away until i am compensated for not being covered on this policy that was breached and not honored on all levels 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/20/2023

  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.

  I paid $60.00 by phone for my Auto Insurance Renewal Policy and the money was applied instead, to a **************** policy. When I became aware of this from the Documents mailed to me, I phoned Insure on the Spot immediately. I told Insure on the Spot to cancel the **************** Contact, Refund my money back to my Credit Card and never add any product to my account. Only Automobile Insurance. Insure on the Spot refused to refund my money. Please Help. Thank you.

  

  Business Response

  Date: 01/27/2023

  To whom it may concern:
  On 1-19-23, *********************************** contacted our office to inform us she did not want the Roadside Assistance and to cancel the service.  The same day, Insure On The Spot Services,Inc. requested the service to be cancelled and a refund check was issued and mailed to ****************** on 1-23-23.
  We feel the above information should answer any questions regarding this matter.
  Respectfully,
  Insure On The Spot Services, Inc.

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18869292
  
  I am rejecting this response because:
  
  Sincerely, Insure on the Spot also charged  me for the same service last year,  unbeknownst to me.  I have had AAA for over  40 years,  I neither requested or authorized **************** membership. 
  
  *******************************

  

  Business Response

  Date: 02/05/2023

  To whom it may concern:
  Insure On The Spot Services, **** did request both Roadside Assistance to be cancelled. A refund check was sent to ****************** for the previous policy on 1-23-23 and the current policy payments were revised and mailed out on 1-19-23.  Insure On The Spot Services, **** left several messages for ****************** regarding this matter.  ****************** has not contacted us.
  We feel the above information should answer any questions regarding this matter.
  Respectfully,
  Insure On The Spot Services, ****
  

  Customer Answer

  Date: 02/09/2023

   
  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

  Date:01/10/2023

  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 vehicle was involved in an accident with an uninsured driver in October 2022 and to date the matter has not be resolved. I have had to worst experience dealing with American Alliance Insurance from no communication to excuses. I thought you pay for insurance and use it when needed, as of today my vehicle remains damage at this time.Based on some reviews that I have seen, American Alliance Insurance is a nothing but fraud. I will definitely changing insurance companies soon!

  

  Business Response

  Date: 01/20/2023

  To whom it may concern:
  Insure On The Spot Services, Inc.has no involvement in the claim process.  The insurance companies determine the outcome and handling of all claims. 
  We contacted ********************************** and received the following information regarding the claim. The claim was reported as a collision loss and *************************** was seeking payment from the at fault party through American Heartland, who ended up denying the coverage.  On 10-26-22, American Alliance mailed out a Report of Accident form to ***************************. On 12-5-22, she was advised to obtain an appraisal of the damage and that a copy of the police report is still needed.  On 1-12-23, another letter was sent to *************************** stating a police report is needed. Please see attachments for additional information.

  We feel the above information should answer any questions regarding this matter.
  Respectfully,
  Insure On The Spot Services, Inc.

• Initial Complaint

  Date:12/30/2022

  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 insurance company {American Alliance}, has been giving me the run around on my vehicle. It was stolen 08/14/22. There is extensive damage. Blown engine. Total front-end damage. Rear bumper damage. Catalytic converters stolen. Peeled steering column. Many more damages. My issue with this company is that they don't value customers. They give me body shop listings and nobody wants to take my car. I sent an email to them stating if someone doesn't help me find a body shop, I will contact my attorney. Got call next morning. The car is still in the shop after five months. I was not offered a rental. They don't keep in contact with me about my car. I have to. They first said they will only pay for half an engine. I have a 71% betterment charge on my battery. Someone opened another claim to fix damage to rear bumper. I tried contacting management in claims and to no avail, I got no phone call. Just a pre-typed email without a resolution except that they closed the investigation. I still want to speak with them about my rear bumper that was damaged and nobody responds. They wanted me to resend photos of the car. I did and they said it was all prior damage. NO. This is all one claim when the car was stolen. I need a resolution to this about my rear bumper. I am not settling for their final answer. They are not listening to me. The paying customer. To this day, almost five months later, I still don't have my car. THIS HAS BEEN SUCH A HUGE INCONVIENANCE AND NOTHING BUT AGGRAVATION. I only want my car fixed and returned to me. I also don't feel like I should pay the deductible for all of this happening. I am inquiring about seeking an attorney for this. They are the most incompitent, ignorant, non helpful and lax ******** This has been such a stressful issue for me. I am hoping that you will be able to help me. Thank you

  

  Business Response

  Date: 01/11/2023

  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 ********************************** and received the following information regarding the claim; claiming damages unrelated to the loss, ************************************* was advised these would not be covered and she would need to file a separate claim for those damages.   American Alliance has already paid for initial damages related as well we as for part of the supplemental repairs that were approved for damages that were related.            On 12/27/2022 4:48:18 PM ***** Demos     Insured Correspondence  From: ***** Demos Sent: Tuesday, December 27, 2022 4:47 PM To: '***************************' ******************** Subject: RE:2022C0128252 Afternoon ****, We have reviewed your damages and the rear bumper damages are prior damages as there are various damages throughout the rear bumper cover from several different collision to the rear bumper. Please see the attached correspondence updating letter that you emailed me explaining our decision. If you like you can file another claim for the rear bumper cover damages. Thank You, ************** *********************** Material Damage Manager ********************************** *************************************** Direct: ************* Fax: ************** Main Line: ************** *****************************.
  Payment mailed on 9-19-22 for $63.90, reason comprehensive payment 2015 KIA ****** *****************.  Payment mailed on 12-28-22 for $4144.72, reason 50% Supplement Payment for Parts.   Please see attachments for additional information.
  We feel the above information should answer any questions regarding this matter.
  Respectfully,
  Insure On The Spot Services, ****

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18654343
  
  I am rejecting this response because: The damage to the vehicle (back bumper) was also a part of the vehicle being stolen. I am not getting any responses regarding my vehicle. I never get updates on the progress of the vehicle. I am always told after the fact that any damage done is being fixed and never before it gets fixed. I still do not have my vehicle, and nobody keeps me informed. As far as Insure on the Spot, my complaint is about their customer service which is horrible. Like American Alliance, nobody keeps in contact with me. I have been waiting for over two weeks to hear back from Management at Insure on the Spot and still haven't heard from them. I was told three times that someone will call me and nothing. That is also horrible business practice to the customer. Both companies are ignorant to the fact that it's the customers that keeps them in business and not one customer should be pushed aside especially when all the customer wants are the right answer. Instead, you get ignored. I need answers about the concerns of my vehicle. I am a paying customer, and I should at least have some type of communication from the company. They need to re-train their workers on how to handle customer service. 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:12/29/2022

  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.

  I called in regards to my account on *****, account number *****. They do not give you correct information. Earlier this month my account wasnt showing up when I logged in to make the payment. I called on ***** and spoke to an agent at the ****** location at 9:14 am, and she informed me this was because I was paid up on my account and had NOTHING due until February. Now Im receiving a notice that my payment is past due. It is going to be a little difficult for me to make this payment on time now because of their lies. . Youre agent gave me false information so now Im panicking.

  

  Business Response

  Date: 01/08/2023

  
  To whom it may concern:
  On 12-6-22, Insure On The Spot ****************** received a payment from ********************************************
  ******************** contacted our office on 12-13-22 regarding his account. On that date ******************** account was paid in full.  However on 12-15-22 Insure On The Spot ****************** received a notification from the bank that ******************** placed a stop payment on the payment that was received on 12-6-22.
  On 1-5-23, ******************** submitted another payment for the remaining balance on his account.
  We feel the above information should answer any questions regarding this matter.
  Respectfully,
  Insure On The Spot Services, ****

• Initial Complaint

  Date:12/12/2022

  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.

  Hi, i have put in 2 insurance claims at American alliance casualty company which is affiliated with insure on the spot. One claim is for a theft it is a *** which was stolen on 10-22-22 which was a Saturday. The police notified my daughter because its her car that was stolen they found her car on 10-23-22(Sunday). once we arrived where the car was located we waited 3hrs for the car to get towed to my home address. After we tape up the windows a little while after that someone set fire to a cargo van that was parked outside of my home. We do have video/pictures of the fire, now when the report was made we did not get on the initial report because we did not know the car was burned in the front until morning. On 10-24-22 my daughter called American alliance to report the theft claim because online there is no way to report other claims besides collision. My daughter gave them the info she was aware of once i woke up i went down stairs to look at her car and noticed the front of her car burned so i called and made another claim. We did talk to an officer over the phone name ***** later that day and she told me what i needed to do and how to get a supplementary report from the police station. Mind you I'm just the policy holder i cant get a report because its my daughters car. She work/have school. We went to the police station on 10-25-22 the police wrote up the report and we are still waiting to receive it. Every time i call the insurance company to see what is going on every single rep. has giving me wrong information about the claims. I was told to retrieve my own police reports, send copy of my daughter **** of sale, her car note payments etc. They have all that information. Then on 10-25-22 they made arrangement to tow her car to shop in blue island to get looked at for an estimate on the fire. The car is there i called many times to request it get looked at the body shop for the first claim(theft). They have all the info even on the quote they sent to me wrong. I tried several times to take to a supervisor i was told i couldn't. No one is investing the claims correctly. Then i was told to find a body shop and once i did they are not trying to release the car to the shop to get looked for the first claim(theft). I keep calling i asked to speak to the adjustor they told me i couldn't they will send her request/email.

  

  Business Response

  Date: 12/21/2022

  To whom it may concern:
  Insure On The Spot Services, Inc.has no involvement in the claim process.  The insurance companies determine the outcome and handling of all claims. 
  We contacted ********************************** and received the following information regarding the claim;Claim #****** coverage denied due to not filed within 24 hours, Claim ****** has been finalized and the initial collision payment for the repairs has been requested.  Please see attachments for additional information.
  We feel the above information should answer any questions regarding this matter.
  Respectfully,
  Insure On The Spot Services, Inc.
  
  

• Initial Complaint

  Date:11/08/2022

  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 took out a policy on my car *** hey were going to send me my policy and email them they never did I call them 5 time I. They told me I had no insurance with them they could not find a policy with them I was so worried I had no insurance I took out with s other insurance. I ask for a refund from in sure on the spot they asked me to fax a paper that I cancelled this insurance. They ***** will not give me a refund they want my other insurance Information. I will not give it to them I reported them to my bank they ***** are trying to take money out of my bank. Please call me and help me. I am retired and on a fixed income. They are the worst company ihave ever heard of they should not be able to do this to people. I will file a case with a attorney. thanks so much for your help.

  

  Business Response

  Date: 11/17/2022

  To whom it may concern:
  On 10-11-22, Insure On The Spot Services, **** mailed out ********************************* policy.  On 11-1-22, Insure On The Spot Services,**** received a letter from ******************** to cancel the insurance. The cancel request was forwarded to Founders Insurance on 11-2-22.  On 11-3-22 a refund check was issued and mailed out on 11-4-22.
  We feel the above information should answer any questions regarding this matter.
  Respectfully,
  Insure On The Spot Services, ****

• Initial Complaint

  Date:08/19/2022

  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.

  My sr22 ended March 19, 2022. I contacted the insurance company some time after to inform them I no longer needed the insurance. They told me to send a letter from the state to cancel the insurance, however, the state told me they only send out one letter and that the insurance company had to contact them. Today, the 19th of August, I contacted the insurance company and they refuse to contact the state. So I called and put them on 3way. The state told the insurance company what I was told and the still refuse to cancel the sr22. Looking for refund from March 19 Til now, the 19th of August, for the unneeded insurance.

  

  Business Response

  Date: 08/26/2022

  To whom it may concern:
  On 8-6-22, Mr. ******* ****** El submitted a payment to renew his SR22 policy.   On 8-10-22, Insure On The Spot Services,**** mailed Mr. ****** Els policy.  On 8-19-22, Mr. ****** El contacted our office to cancel his insurance.  At that time, Mr. ****** El was informed he needed to submit a cancellation letter in order to process his request.  Insure On The Spot Services, **** never received a cancel letter from Mr. ****** El.   On 8-22-22, Insure On The Spot Services, ****forwarded Mr. ****** EL BBB customer statement to American Freedom ********************** Company asking to back the cancel to 3-19-22.  American Freedom Insurance Company processed the cancellation notice on 8-23-22 and Insure On The Spot Services, **** issued a refund check the same day.
  We feel the above information should answer any questions regarding this matter.
  Respectfully,
  Insure On The Spot Services, ****

  Customer Answer

  Date: 09/01/2022

   
  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,
  
  ******* ****** El

• Initial Complaint

  Date:08/17/2022

  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 had a accident on July 4th, they told me that they would be finalizing the claim but no one has contacted me since then I called and go to the voicemail. I am not satisfied with the claim process and need someone to contact me

  

  Business Response

  Date: 09/02/2022

  
  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 *************** Company and received the following information regarding the claim, please see attachments.
  
  We feel the above information should answer any questions regarding this matter.
  Respectfully,
  Insure On The Spot Services, ****