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:03/19/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 in a car accident on 26 February 2025. The information obtained from the police officer noted that Key Insurance was the faulty party's insurance. However, it was noted that Key Insurance underwent rehabilitation on 03 March 2025, appointing the Kansas Insurance Commissioner as the rehabilitator. We have been trying to make contact with someone from Key everyday since the accident occurred; however, every time we call, an automated message says that our adjuster is on the phone. We have left multiple messages and still have not received a call back about settling this claim. I am requesting property damage settlement for the appraisal value of our totaled vehicle in addition to the impound fees. Additionally, reimbursement for the medical expenses due to the accident.

• Initial Complaint

  Date:07/15/2024

  Type:Customer Service 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.

  Yeah i had gotten in a wreck on december 27th 2023. Filed a claim against insured. Adjuster never called back was not updated with any information regarding my claim. Fast forward 4 months you guys had came up with a decision to claim my car as a total loss and you guys had been sending my mail to the wrong RESIDENCE. I didnt get notified about this mail barely until the beginning of july. Tried contacting alondra aguirre and key insurance and NOTHING. I will be taking legal action soon if nothing is DONE.

  Business Response

  Date: 07/19/2024

  This loss occurred on 12/27/2023 and was reported to KEY INSURANCE by Italia ******* on the 28th. After an investigation of the claim, offers for the total loss settlement of the vehicle were prepared on January 15, 2024. An attempt to make this offer was made the same day. KEY INSURANCE made multiple attempts to contact ****** ******* over the next few months at the number and address provided when the claim was reported. This contact information is the same information on the police report. Unfortunately, KEY INSURANCE was unable to reach Italia ******* at the provided contact information. On July 9, 2024, Italia ******* contacted KEY INSURANCE from a new number, providing an email address that KEY INSURANCE previously did not have, and an updated mailing address. After this, the settlement was agreed upon, and payment was issued on 7/17/2024. We apologize for any missed communication during this period.

• Initial Complaint

  Date:03/25/2024

  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.

  My problems started in Aug. 2023 when I lost my bank card that I used for autopay. Regretfully my insurance lapsed. I received a noticed from dmv for lapse of coverage. I went down to ****** insurance office on boulder highway the next day to take care of it. I paid the back month in question and end of the next month in advance. I was told I couldnt set up autopay due to the lapse of coverage for lack of payment. I got a No Loss statement from Key's insurance and was told they would file it with DMV and not to worry. Soon after that, I received another notice from DMV stating I dont have insurance. I tried repeatedly to call Key's Insurance to ask for information. No one ever answered the phone. I went down to ****** Insurance office to find it closed down. I made an appointment with DMV and spoke to a representative. I showed her all my current documents from Key's Insurance stating I have coverage with no lapse in coverage. The DMV representative states that according to their system it shows no coverage. I paid $250 to the DMV to be reinstated. I came home and called Key's Insurance and spoke to woman named ******* to help with sending proper coverage to DMV. The woman states "They dont do that." I called a different number from Key Insurance website to only speak to ******* again to be hung up on. I called the underwriting office from the Key's Insurance website to be met with ******* again. Its suspicious that she appears to be the only person working there and isnt professional with helping to cancel coverage, setting up autopay or providing proper documents to the DMV to correct this issue.

  Business Response

  Date: 03/27/2024

  Our response to the complaint is in the attached document.

• Initial Complaint

  Date:01/26/2024

  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 driving on fort apache rd in Las Vegas nv and was at a red light. Suv that was infront of me backed into my front bumper and caused damage. I filed a claim with my insurance and 3rd party insurance but 3rd party insurance company ignores my emails and calls to get this resolved. I just want a cash settlement to get my front bumper repaired.

  Business Response

  Date: 02/02/2024

  This loss was reported by the complainant on November 13, 2023.  It was reported that our insured backed into Mr. ****** at a stop light.  The insured has not responded to our attempts to contact them for statement and Mr. ****** does not have any evidence that our insured was involved.  Without cooperation from our insured or evidence of involvement, we are not able to make a coverage or liability determination.  Unless Mr. ****** has photo evidence to prove our insured was involved (other than a screenshot of an insurance card) we cannot conclude liability and coverage is denied.

  Business Response

  Date: 02/15/2024

  The photos provided do not prove that our insured was involved.  I will need photos from the accident scene showing our vehicle, not just yours.  Photos of a drivers license and license plate will also be helpful.  The screenshots do not prove that it was my insured on the other end of that text thread and a screenshot of an insurance card does not prove it was my insured that provided it to you.  

  If you have evidence that our insured was at the scene of the accident, we will reconsider our position.

• Initial Complaint

  Date:09/21/2023

  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 car was stolen on 8/1/23. I haven't talked to my claims adjuster since 8/4/23. I still don't have a car. never received a renter from the company. I get the run around with no resolution. Its been almost 2 months and nothing.

  Business Response

  Date: 10/03/2023

  I was not able to reach the insured by phone but did email her an apology regarding the delay while we wait on the police report.  Since the complaint was filed, the claim has been resolved.

• Initial Complaint

  Date:05/10/2023

  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 car was stolen 4/10/2023 and i filed an insurance claim with key insurance for a stolen vehicle. Thankfully on 4/17/2023 my stolen car was recovered, but did have damage to to it in which the insurance company had to look at to determine if it is repairable or not. On 4/18 the tow truck was sent out to retrieve my car and take it to copart to be evaluated by an appraiser. There have been multiple times that ive been in contact with my claim adjuster about this incident, in which she told me an adjuster went to look at my car on 4/24. Following that update, Ive called a few times to get an update on my vehicle, considering the appraiser went out over 2 weeks ago in which she told me that the appraiser has looked at the car and she was now waiting on a supervisor to overlook their work because “we dont know if something they did to the car affected anything else to where its not repairable” (my catalytic converter was stolen). To my knowledge, thats the appraisers job, not the supervisor! Fast forward to today 5/10, I tried giving the claim adjuster a call multiple times in which she has not answered nor returned my call, so i took it upon myself to call the claims dept to speak with anybody who would answer the phone. The person i spoke with said “it looks like the request for an appraiser to go out was just made today”. Thats is absolutely insane to me that i was told they went out on 4/24 and now im being told the request was barely put in today, 5/10. I asked her to forward me to a supervisor who also did not answer my phone call so i left a message. Ive now been car-less for over a month due to this situation so now im contacting the better business bureau to help me get an answer to my problem.

  Business Response

  Date: 05/23/2023

  Claim was initially reported to *** ** *******3. A claimfile was set up the same day and also assigned to ** ****** Office Adjuster. It was reported as stolen and unrecovered. A Police report was ordered the same day. The insured was also contacted the same day for discerning the facts of loss. The insured`s phone would not ring when called, so a text was sent. On 04122023 the insured called and a statement was secured. On ******** it was assigned to the Auto Damage Unit for a "desk top assessment" since it was an unrecovered theft. On 04172023 assessment was completed. A total loss adjuster was assigned, ** *******. Adjuster noted the insured phone was not accepting calls and texting was again utilized. ******** the insured reported the vehicle was recovered at a "dealership" A Copart Auction pick up order was placed. The unit was eventually located and inspected by an Independent Appraiser. Their report was received with an appraisal of damages and a Market Evaluation. on 05042023. The report was concerning and was referred to the Auto Damage Mgr  on 0*******. A final assessment and decision to total the vehicle due to unknown / unforeseen damages were possible, and this would be the best route within the insured`s interest as well. Recovered theft claims can be problematic in this regard. Put together supplemental report on 05122023, but the insured reports she had not registered the vehicle yet, which caused some delay in closure, but the owner said her dealer would assist. Total Loss dept sent necessary POA and Letter of Guarantee on 05122023. Paperwork was also ground-shipped to the insured. As of 05152023, the Total Loss adjuster notes still awaiting signed documents so we can issue payments and exchange for a negotiable lien free title in return.

• Initial Complaint

  Date:07/15/2022

  Type:Customer Service 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 June 21st, my wife was rearended by another motor vehicle. The driver causing this accident provided us with his insurance information. My insurance agent, filed a claim with Key Insurance Company. After receiving the claim number from our agent, my wife made several phone calls and emails trying to contact ******* *****, who is handling this case. This was on An adjuster is supposed to come look at my wifes car. We have not heard from either adjuster or the person who is supposed to look at my wifes car. I informed ******* ***** by voicemail, because she never answers the phone, that I will be contacting the better business bureau. It was not my wifes fault. she was just waiting to make a left turn when she was rear ended. key insurance needs to take responsibility.

  Business Response

  Date: 07/29/2022

  Mr. ************ wife’s vehicle has been inspected and payment for the initial damages has been
  made. I spoke with Mrs. ********** and explained the claims process and if any additional
  damages are found the shop is to contact the appraiser.
  Initially there was an error in assigning the correct vendor to write an estimate due to the remote
  location. The correct vendor was dispatched for inspection.