ComplaintsforPronto Insurance

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Claim number is 2024RPB2000427. On January 3rd 2024, I was in a car accident with a lady insured by Redpoint. I submitted a claim with my insurance but they advised me to do it with her insurance since she was at fault. After many calls and waiting for them to give me the right information, I submitted the claim with their claims agency called *******. I keep calling them and asking about the claim status, they keep asking me to be patient because they can't reach the insured lady. I called her and she informed me that she gave her statement and assumed responsibility for the accident and that they have not tried reaching her anymore. I have waited plenty of time and gone through many hours waiting for them to answer my calls. I need help solving this problem, it seems they are trying to dismiss my claim and not take responsibility. Please help me get this settled. Thank you

  Business response

  04/03/2024

  This is not a Pronto Insurance policy but belongs to Redpoint County Mutual Insurance. Please assign this complaint to Redpoint for review.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On January 12th 2024, I took a car out and was trying to get car insurance so I called at ************* Pronto insurance to get a quote. They gave a high quote but said that they worked with other companies and to wait on the line, so I waited for ***** mins on the line and they told me that they found and insurance that fit my need so i agreed to proceed. I was charged $759 and i thought that was going to the other company and i never got a receipt for. Until February when i saw that my car insurance was due but i was confused because I was charged already so i called the progressive insurance and they told me to call Pronto Insurance and that is when I spoke to ************************* and told him about the charge and he stated that ****** was for the insurance 211 was a past due from a previous vehicle 161 was a brokerage fee. At that point, I was confused, because I was never told there was going to be a brokerage fee for using their services, and I never received a receipt for that charge until I asked for it, which makes me believe that they purposely neglected to tell me about that fee And they told me that unfortunately it was my loss that I shouldve asked for a rundown

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was rear ended by their insured in 2023 and they still have refused to covered my repairs although the insured was covered for the accident. I have spoken with representatives in both ***** and ********** who have intentionally provided false information.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  A Redpoint insured caused an accident on the highway that killed my brother. Who was a passenger. This insurance has not attempted to reach any kin, no mail has been sent to the decedents home which is on the police report. I have called and emailed with no response. Policy number COV2021013871. Complaint not filed sooner because estate was tied in probate.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Trying to get assistance with an insurance company that has been unresponsive in helping me get my car fix.December 3rd 2023 around 5:50 PM I was hit by the Pronto Insurance customer , I had no personal injury but my car was damaged. No police report was made as no injured parties and my car was drivable. December 4th- I made the claim with his insurance and they stated it would be up to ************************************************** They did give me the name of my claim adjustor and was advised to email him my photos of the damages, I did so after that call ended. I left the passengers phone number along with the alternate phone number I was given to the representative December 7th I received a text message asking for pictures I replied to the text with the pictures , this was after the pictures had already been submitted via email.I did not hear anything from the insurance company and I tried to call my claim adjustor but would get his voicemail, I would leave a message and would not get any return calls.December 15th- I was finally got a hold of my adjustor, stated they were waiting for the estimate to come back and still are trying to reach their insured. I gave him the alternate number again because he said he didn't have them. I did not hear back from the insurance company even after more calls and voice messages left.Jan 3rd - I was able to get a hold of my adjustor , stated they needed my vin number to complete the estimate I provided that I wanted the issue escalated and was told a supervisor would contact me and still have not heard from them.My Claim adjustors informtion:Insurance Claim PR-*********-****** *********************** Mr.****7425 ***************************************

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Redpoint customer hit our car 09/29/2023. Claim ********* At first the third part ******* Lied and denied but finally admitted fault. Rubi's (from Acacia) ignorance seems to amaze me. Car is fixed finally after 36 days.right door would not open so we had to have a rental. We were granted a rental car which they would not upfront pay for, so we had to pay for and **** says she will reinburse. Car was ready and picked up approx Nov 20th. I have sent reciepts for rental, I asked **** to start negotiations for diminished value, she is so igorant that she says rental reciepts has to be looked at first. Now if she wants me to believe that, she must think I am stupid. This company is unethical, liars *** thieves. I am owed 3600$ for rental and I am invoking the appraiser clause for independent appraiser for diminished value for my 55th edition mustang. How stupid am I now Rubi? This case will be file in Atoka County Court on 01/15/2023 if all of this is not settled and my money is not in my hands. I have filed complaint with insurance commision.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car got rear-ended by a car owned by a person insured by Evolution Risk MGA. There is a police report on this accident that clearly states the mistake was from the other party. The police officer gave me information about this insurance company and called to file a claim. They wanted me to send photos of my damaged car and I did. Same time I called my insurance company and reported this accident. Once the police report came Evolution Risk accepted the liability and told me they would take care of fixing my car. The body shop gave the estimate three weeks back. Evolution Risk did not give authorization to get the repair started. I had been calling every day this insurance company was ignoring my claim. Finally, I called my insurance company and restarted the claim now my insurance company ******** has given authorization to get my car fixed. I never got a good explanation for why Evolution Risk delayed this and ignored my claim?

  Business response

  12/26/2023

  Pronto Insurance has no relationship with Evolution Risk MGA and are unable to assist with this complaint. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately Dec 3, 2023 to Dec 12, 2023 Made very many phone calls to ******************* ********** Pronto Insurance Office and one visit during regular open hours. Each time I received extremely unprofessional, incompetent service with disinformation and contradictory information. I was thrown around and was promised to get call backs including from the northern district manager numerous times. I called the ******************* office several times for over a week and each time my calls rolled to *********, *******, **************, ******* and another city:( I don't remember the name). There was zero indication my calls were rolling over when someone answered. Finally on the ****** went in person to *********************************** office ( advertised as open yet the doors were locked on a Tuesday! NO sign:"up sorry we are closed for the day due to unusual circumstances". I waited thinking it was because of lunch, yet no one showed up. Another customer came and said he has come to this office during regular open hours and days finding the doors locked several times. Once the workers were outside goofing off while the doors were locked and they refused to help him. The walls are completely in glass yet they have giant film all over so there is absolutely no way you can see inside. It looks like an office that is hiding what is going on inside. I finally talked to a general customer service number that didn't pick up for a long time. The recording that answers doesn't match with how the customer service phone really worked when I called. Little follow through from customer service and very little follow through with false promises and untruths from the District manager and strange phone behavior in many ways with the Northern District manager. The Northern District manager came across to me as extremely shady. Never in my life have I run into this kind of behavior from an upper level manager of a business. Not enough space to explain the Northern pronto Insurance DM odd phone behavior.

  Business response

  12/20/2023

  Complaint ID ********:
  
  Policyholder: ***********************
  
  We have the following notes in our CMS:
  
  On 12/4/23 Customer called in and updated her email address and phone number.
  
  On 12/5/23 Customer spoke to *************************** requesting to speak with a District Manager. About an hour and a half later ****** called the customer and left a voicemail.
  
  On 12/12/23 Customer spoke with *******************. He stated that the customer wanted to go inside of the office. He let her know that it was closed but the customer didn't believe him stating that she believes someone is in there. She had questions regarding her payment and stated that she was given wrong information. She requested to speak with the President of Pronto. **** let her know that he would have the District Manager call her. Later that evening ****** (District Manager) called the customer. The customer was upset about her call getting rolled over to other locations. ****** explained the office was closed and the customer wanted to know why the agent at ***** didn't show up. The customer got upset with ****** because she wouldn't tell the customer why the agent was out for the day. (Citing confidentiality)
  
  As of today, December 20, 2023, the policy, which incepted on May 3, 2019, is active.
  The complaint type references repair issues but no claim has been opened. I left a message to discuss the inquiry but have not received a response. I'm certain we can amicably resolve any issue so please give me a call at your convenience. (MW)

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim on my insurance for vandalism to my vehicle. Two tires were slashed, my windshield has been shot at with some type of pellet of BB gun, and my driver side window had been shattered. I was given an estimate and the company sent me $186. This plus the deductible is not even 1/4 of the amount needed to fix. I was told to take the vehicle the workshop of my choice and that the company would pay the difference of the $186. This was around 10/23/2023. They have yet to respond to any of my calls nor the workshop, Atlas Glass. I am still being ignored and my vehicle has not been fixed. I have paid out of pocket to be able to use my vehicle. This insurance company is being corrupt and not fulfilling the terms of their business. I, the consumer have had this company for many, many years and this is the first time I needed to file a claim and nothing is being done. I need the work completed and compensation for having to pay out of pocket when Ive been paying my monthly policy for years!

  Business response

  12/04/2023

  In order to route to the appropriate claim office, we need a policy number or a claim number.

  Thanks,

  ***********************

  Customer response

  12/04/2023

  Complaint: 20955028
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************

  Policy Number:
  
  PR-000353545-00

  Business response

  12/05/2023

  The policy belongs to our agent Pronto Insurance  you can contact them directly via email : **************************************** or ************.  We will forward the complaint to them.

   

  Thanks,

  Redpoint

  Business response

  12/13/2023

  We would be more than willing to assist and review the claim in detail if you could please provide a claim number. 

• Initial Complaint

  12/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  No one is answering or returning calls to claims. Your client hit my car on 10-21-2023. Ive been trying to reach someone for 3 weeks. Multiple voicemails left with no return calls!!

  Business response

  12/04/2023

  In order to route to the appropriate claims office we need a policy number for our insured.

   

  Thanks

  ***********************

  Customer response

  12/04/2023

  Complaint: 20944429
  
  I am rejecting this response because: they havent attempted to contact me on this situation. Provide an a direct contact to resolve. 
  
  Regards,
  
  *******************************

  Business response

  12/05/2023

  We have 40+ agents that handle the policies/claims on our behalf, without a phone number on where they are calling or a policy number for the insured we are unable to route the complaint to the appropriate department/person.

   

  Thanks

  Redpoint

  Business response

  12/13/2023

  Our claims department is open Monday through Saturday from 8am - 7pm. Please contact us at ************ so we can assist. 

*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. ↩