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Complaint Details
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Initial Complaint
12/20/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
applied for umbrella policy - I paid $1627.15 on Nov 9 - received notice of cancellation from ****** Ins (the umbrella policy) Nov 15 - we informed HUD and we are still waiting for refund
Business response
02/13/2024
We have identified the internal contact at HUB who services this account. Weve asked him to reach out to his client and rectify this situation.
We will update you when it is resolved.
Marni
Initial Complaint
07/11/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
on may 26 2023 i made a payment to Hanover ins thru hub international for a auto policy 10 days later they cancelled me .due to the fact of nonpayment when my next bill should not have been due until June 9th. when i spoke with ***************** i was informed that I was mailed a series of letters thru hub which were never sent out to me explaining discrepancies. Had hub international mailed out these letters my insurance would not have cancelled. They could have easily rectified the matter by admitting fault to the underwriters and got the policy reinstated, instead they tried selling me a new policy. Also i spoke with hub international on a recorded line twice before cancellation and they never mentioned anything about any missing paperwork or a upcoming cancellation the just took my payment twice over the phone.Business response
08/31/2023
Dear **************:
We appreciate your time in bringing your concerns to our attention through the Better Business Bureau. We are committed to addressing your concerns in a timely and effective manner. We sincerely apologize for our delay in response as your case has only recently come to our attention. We want to assure you that we take your concerns seriously. We understand the frustration that can arise from discrepancies in billing adjustments. Our team is currently conducting an investigation to gather the relevant facts regarding the billing adjustments in questions. We are reaching out to the insurance carrier and are reviewing the transaction history and any supporting documentation. Once the investigation is complete, we will promptly provide you with a response outlining our findings and proposed solutions, if applicable.
Thank you for your patience through this process.
Sincerely,
*********************, Esq.
Counsel
Hub International LimitedInitial Complaint
03/08/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
We recently transitioned our benefits broker to Hub International. In working with them for a short time, I have had a number of account questions related to our medical benefits. All of which, I called our carrier first for, and they redirected us back to our broker. Our broker is thus responsible for facilitating the relationship. I have asked for very simple things, just account contacts and how to pay our invoices on time to our providers, etc. The person I met with originally, The ** of Benefits at HUB, has entirely ignored my emails and often does not respond to them. We've lost our medical coverage now because invoices went unpaid, because our broker never showed us how to pay our invoices. We're also not getting mail/notifications because they will not fix the account contacts to the appropriate information. I'm so discontent with their practices, I've asked to be transitioned to another account manager-- which they did not honor/follow up with me about. I don't even know what to do next because they care so little about their customers, this is the only thing I could think of.Business response
05/03/2023
We have reviewed the communication to us on why our services did not meet the customer's expectations. We are committed to addressing their needs with regards to this client and this situation, we have provided guidance and resolved the situation. We will continue to work with the customer to find the best employee benefits solution that suits their needs.
Please let me know if there is anything else I can provide you with.
MarniCustomer response
05/04/2023
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,
*****************************
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.