Complaints
This profile includes complaints for Oxford Insurance Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 13 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/05/2024
Type: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 11/2/2024, I had to make my payment ,which was late, and if I didnt. I would have to reinstate my insurance. I went online at 2:30pm because the office close at 2pm. I received an error message saying I couldnt pay online. I called 11/4/2024 morning and was told the system was down, which they named also impacted my ability to pay Saturday. Ive called 4:15pm, 11/5/202024, and the system is still down. I am driving without insurance. They are not saying they will cover my reinstatement fees. Nor do they have a timeline on when the system will be up. I would like my plan reinstated without fees and I pay my monthly bill.
Business Response
Date: 11/06/2024
We do apologize for the inconvenience this may have caused. At this time we are going through an update in our system. We understand the importance of having your insurance policy reinstated and up to date. We hope to have this resolved in a timely manner in order to avoid any future inconveniences. Once our system is updated an agent will reach out to collect your payment. if you choose not to wait we can have an agent contact you for other options. Thank you for your business.Initial Complaint
Date:07/30/2024
Type: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 called OX ************* recently in this inquiring about a Auto Extended Warranty plan for my car.I decided to not purchase a plan from this company due to their aggressive company procedures and not explaining what their Auto Warranty plans cover and no cover.So I told me customer salesperson that I was no longer interest in purchasing a plan. Since that phone conservation I received 6-8 calls in the 45 days from salespersons about purchasing a warranty plan,On July 20, 2024 in the afternoon I received another call from another OX ************* salesperson. This is individual did not state his name, or the company and why he was calling, but repeating asking me who I was. I keep trying to tell this individual that I was not interested in doing business with OX *************. He then stated to me why are saying that YOU ARE EVEN A CUSTOMER. So I ask him then why you are calling me and then he just hung up with no response.Business Response
Date: 07/31/2024
This complaint is not against our Company. The complaint is against OX Auto Car Care. Our company name is Oxford Insurance Group and we are an insurance agency located in only the *********** area. We sell auto insurance through various insurance companies.Customer Answer
Date: 07/31/2024
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:05/14/2024
Type: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 5/8/24 The Under writer ******************************** threatened to take money from my payment each day the policy and cancellation are not signed . I did not sign any contracts with Oxford insurance, My birthday and address are incorrect on the policy . The policy should have been voided with a full refund . I emailed ******** to update my information, ******** refused my request . ******** stated I have to signed the cancellation form ,******** sent daily emails harassing me to sign the policy I refused , Im not happy with the service .I asked for a refund . No refund has been approved or given to me .Business Response
Date: 06/04/2024
**************** applied for a non-owner auto policy and completed an application on our website herself. After this process the documents are sent to the customer through a program called form stack that continues to remind the customer to sign and complete the forms for return. We didnt receive the forms back because some information was incorrect, and customer wanted to cancel the policy after the insurance company had issued the policy. A request to cancel the policy was also sent to **************** for her signature since Oxford as the producer cant cancel the policy. We were able to contact the insurance company to explain the situation and the policy did cancel on the same day of inception. We were able to refund her down payment in full of $40.00 minus our credit card fee back to her credit card on 5/14/24. We also on 5/30/24 refunded our credit card fee of $5.90 back to her credit card. Attached are the refund receipts totaling $40.00.Initial Complaint
Date:03/04/2024
Type: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 company advertised that they have insurance for 24dollar a month but everything I ask them to get me that price it always something else if they can't give this it should not be advertised they can get it as low as23dollar a monthBusiness Response
Date: 03/11/2024
To whom it may concern,
Our advertisement as low as $23.00 a month is advertised as the price that customer in many circumstances pay with **********************. There are even circumstances where it can be lower than $23.00 per month.
Generally,customers requiring a SR22 with the State of ******** and dont own a vehicle but need liability insurance to maintain their drivers license validity qualify for this pricing often, and this represents a large group of our customers. Furthermore, there are various other factors that are considered for a quotation on car insurance.
********************* purchased a policy through ********** in September 2023 for a 6 month term and is up for a renewal this month is showing 2 owned vehicles and the advertised price of $23.00 per month would not apply to him.Initial Complaint
Date:02/26/2024
Type: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 went in to purchase insurance for my vehicle on February 22,2024 .when the the young lady charged my card she said she needed to redo it because she supposed to made 2 separate transactions,I told her no because they had already took the ****** off so she say she canceled everything I suppose to got a refund in 24 hours but still havent received anythingBusiness Response
Date: 02/28/2024
Customer was refunded on the same day of purchase for the amount of $607.90. I spoke with the customer on 2-28-24 who acknowledge receiving the refund. Also I have enclosed the document reversing the credit card charge 32 minutes later.
Sincerely,
Initial Complaint
Date:01/23/2024
Type: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 purchase insurance with oxford insurance dec. 29th 2023 paid six months which was required my policy# is PAIL001034568 client# ************ i am sick i will not be driving a vehicle in the near future i cancelled my insurance 11/20/2023 a refund is due to me at the time of cancellation they would not telll me how much was due back to me (asm) number ******* what number that is i dont know its on my paper work. each time i call they give me a different excuse too busy to refund not enough help but when i took insurance out there was help to accept my money. i recieve a call that my check will be there in seven days they will call no one called i called they knew nothing about it pls help me get my ***** they say that cant mail it because address different but i had to move to **********************************************************...pls help me get my money that is due back to me...thanksBusiness Response
Date: 01/27/2024
At the request of ******************** a cancellation was processed by his insurance company (Direct Auto) on 1-12-24 for an effective date of 11-20-23. After receiving the cancellation notice (attached) we started the refund process of $61.00. ******************** was contacted on 1-16-24 and he requested the refund be sent to one of our locations for his picked up since he had moved. This was completed on 1-23-24 and ******************** picked up the refund check on 1-26-24.Initial Complaint
Date:09/22/2023
Type: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 paying full coverage car insurance through oxford insurance. I had full coverage with rental assistance, tow etc. I had a car accident July 28,2023 and I find out I was to send accident report and other information to a direct auto. I have been waiting for my total out check since august 30,2023. I walked into the direct auto insurance company located at ********************************************************** The phone number is **********. No resolution has been resolved at all. I spoke with an adjuster 9/20/2023 another check was suppose to had been issued and of course it hasnt. I called today 9-22-2023 direct auto customer service tells me I can only speak with total lost and no one is there so they will reach out to my by Monday. This has been going on for over a month. I am behind in all my bills, I have no transportation for my child and I to get her to and from school. I have been out on antidepressants since all this has been going on and this insurance company hasnt tried to give me any information I need or hasnt tried to send my check to me next day or anything. Direct auto sends checks through regular mail which could take up to **** business days. I have been waiting since on a check since September 6,2023. Please help me. They dont have a corporate for me to file a complaint nor do they have any supervisors that will help resolve any issues. My claim number is **********Business Response
Date: 09/28/2023
This complaint should be directed to the customers insurance company which is Direct Auto since this is a claim issue. Oxford is not the insurance company but rather an insurance agency that dont handle or pay claims. I have reached out to Direct Auto to get their response and below is their response.
Cal,
I apologize for the delay getting back to you as I am just back in the office today. It appears that we issued a total loss check to the insds home address listed when they would have liked it to go to their PO BOX. I have requested a stop pay on the check and we will reissue once that stop pay has cleared which should be by tomorrow.
***********************
Physical Damage Manager
Direct Auto Insurance Company,part of the Nodak Mutual Group
Main: **************
Office: **************
Cell: **************
************************Customer Answer
Date: 09/28/2023
Complaint: 20643561
I am rejecting this response because:
Sincerely,
***********************;Still havent been contacted by the supervisor over the total lost division and I didnt get reimbursed back the money for my rental I paid for out of pocket.
Business Response
Date: 10/02/2023
As stated in the previous response Oxford is not the insurance company and can't settle claim issues. The complaint should be directed to the insurance company Direct Auto.Initial Complaint
Date:06/30/2023
Type: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.
So Ive been a loyal costumer with this company for a while now and I came across a post from an Oxford insurance employee stating that she loved having access to the Secretary of State system at work, now I know your address and the car that you drive isnt yours basically violated another costumers privacy. Ive currently canceled my policy with them. It is unprofessional and ILLEGAL to do thatBusiness Response
Date: 07/11/2023
Oxford Insurance has received this complaint, and investigated it immediately. As an agent licensed by the State of ********, Oxford and its licensed agents have access to the Secretary of State ******** Insurance Verification System. Oxford abides by the state guidelines and the Privacy Act to make sure customer information is protected, and not shared. Oxford does not condone the type of behavior displayed on social media included in this complaint, and as a result, has taken swift action to remove the employee from employment at Oxford.
We absolutely take this very seriously, and we sincerely appreciate you bringing this matter to our attention.
As of Friday (June 30th) , ***************************** is was terminated from the companyCustomer Answer
Date: 07/12/2023
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:05/22/2023
Type: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 Saturday, May 13, 2022 at approximately 1:45pm, I arrived at your location on 159th & Halsted to pay my auto insurance. Although I could see the computer monitor on, and a purse on the desk, there was no one to buzz me in therefore, I started calling the office to which no one answered. At approximately 1:55, a young lady came from the back, waved me off, shut off her computer, set the alarm, locked the doors and told me the office was closed. It is my understanding that that location closes at 2:00pm on Saturday, not 1:55pm (even though I had been standing there and calling since 1:45 p.m.) Your cameras which are everywhere will verify that. Once out of the office I asked the young lady why she didnt open the door after coming from the back, she stated I had to use the bathroom. My response was yea, but you were out of the bathroom before 2:00p.m. and there was still time to accept my payment, as a matter of fact it is just now 2:00pm. She stated that I was yelling at her, got in her car and drove away.On Saturday, May 21, 2022 at approximately 12:15pm, I arrived at that same location to be told by the same representative that her boss told her not to let me into the office because I threatened her and that if I showed up, she was to call the police. NEVER did I threaten her but that is not why I am writing. After researching other locations, I went to a location in ************, ******** (approximately a 10 minute drive). Once at that location, the representative could not access my file because the agent at 159th and Halsted was in my file. The agent in ************ on ****** called the office at ************ and the agent said I am getting out of the file now. I did not give the agent at 159th & Halsted any identifying information because she would not service me therefore, I did she obtain my personal information to access my file. To use my personal information without my consent or giving same to her constitutes identity theft. Furthermore, with all of the customers that Oxford Auto Insurance service on a daily basis, how was that representative able to access my file without me giving her any information?Business Response
Date: 05/31/2023
We have discussed this customers complaint with the office the complainant went to for making a payment and as a result the agent was reprimanded by a write up for not being customer friendly and understanding. At Oxford we pride ourselves in giving great customer service and always try to correct a mistake or address a circumstance where a customers experience was not satisfactory.
As far as our agent accessing her file, all agents have access to the customer data base during business hours. The agent at the policy origination location didnt close out her account which is why it couldnt be access by another agent. Our customer information is secured and closed out every night after hours.
Oxford upper management has contacted the complainant to help rectify the issue, and is actively working to address the complainants desired outcome.Initial Complaint
Date:12/13/2022
Type: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 have a newer car insurance policy with this company. I then had a court appointed name change. I took the certified court order into my local **************** for my policy to be updated. I was denied. Per *******, I would have to be treated as a new customer meaning a new down payment. My down payment was made less than a month ago. With a certified court appointed name change, I've been denied that right.Business Response
Date: 12/19/2022
The decision to change the name on an existing policy is not Oxford Insurance decision. This request was made with the customer's ********************** company (Direct Auto) who requested a new application based on the name change.
We have spoken with the customer to work out a solution by giving her some credit on the new policy written. She was satisfied and wanted to drop the complaint.
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