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Complaint Details
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Initial Complaint
01/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Electric Insurance Complaint continues to bill me premium on my home owner insurance after my current expired on 11/30/2022 and switched to another Insurance company. I did not sign up for auto renewal on my policy with Electric Insurance Company and the last invoice clearly stated that my policy's coverage will not renew on the effective date if minimum payment due not receive on the due date shown on the invoice.Contact Electric Insurance **************** by phone ************ on 1/13/2023 and they refused to take care of the issue by phone. Only asked me to send email to service. Try to login to their website and it is not accessible.
Business response
01/24/2023
************ contacted Electric Insurance Company on 1/13/23 for clarification on why money was owed on his home policy (H6305979H1). The home policy automatically renewed per the terms of the policy on 11/30/22 and a bill was mailed for the renewal on 11/10/22,due 11/30/22. The bill was not paid and a payment reminder was mailed on 12/5/22. No payment was received, and a cancel notice was mailed on 12/11/22.The policy then cancelled on 12/31/22 due to no payment being received. After the policy cancelled, an earned premium notice was mailed on 1/1/23 for $43.85,due by 1/11/23.
Electric Insurance has since been in contact with Mr. *** and cancelled the policy effective 12/1/22,the start date of his new policy, per his request. As a result, there is no premium owed to Electric Insurance and Mr. *** agreed to withdraw his complaint.Furthermore, the interaction has been reviewed with the representative involved in an effort to continually improve the service provided by Electric Insurance.At this time, Electric Insurance considers this matter resolved. However,should there be additional questions or concerns, please do not hesitate to contact me directly.
Customer response
01/27/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
Chi Hang HoiInitial Complaint
07/21/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
File a claim with **** never responded finally a different adjuster process payment and received it the repair was higher do to a part error new invoice was sent and this person **** took almost three weeks to respond needed more invoices the shop sent him everything that he needed but still wanted more information maid you feel dishonest ask for a manager took ******* three days before they responded then left a message stating they won't pay claim with out any parts invoice they spoke to the shop and they sent them everything they needed I saved them 3k by going to a local shop and they won't pay the difference now I'm out 2k to get the vehicle repaired I just want the different paid back to me which is a little over I kCustomer response
08/02/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************************Initial Complaint
07/16/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Please note that in my email below dated June 14, 2022 I cancelled both my auto and home policies with Electric Insurance effective June 22, 2022. See email below. You obviously got it, because you closed only one of the policies, but not both. But you still billed me for both. You failed to close both accounts and pulled $433.89 from my bank on July 6, 2022. Please refund me and contact me immediately. You no longer have authorization to pull funds from my checking account. But you have my approval to refund my $433.89 to that account.Business response
07/22/2022
On 6/14/22, ********************* contacted Electric Insurance Company via e-mail requesting his home policy (H6413965H1) and auto policy (A6392073A1)be cancelled effective 6/22/22. The cancellations were processed on 6/14/22,the same day the request was received. However, due to an oversight in the cancellation process, the renewal terms were not properly cancelled. The renewal dates were 7/4/22 and 7/20/22 respectively for the auto and home policies. As a result, a payment of $433.89 was taken from Mr. ******** **** account around 7/6/22. This oversight has been reviewed with the representative involved to correct and improve the service provided by Electric Insurance.
Electric Insurance has since been in contact with ***************** and cancelled the renewal terms for the above-mentioned policies.Electric Insurance also issued a refund for $518.40 which is comprised of the $433.89 overpayment and the refund owed for cancelling these policies midterm,based on previously made payments and the cancel date. Electric Insurance considers this matter resolved, however should there be additional questions or concerns, please do not hesitate to contact me directly.
Initial Complaint
01/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The Insurance payment is due 1/31/22 12:01 AM standard time. It does not mention the time zone that 12:01 AM. I made payment at 12:15 AM online EST for the 2 months that were due ($491 or less), it was only choice. They electric insurance company accepted my online payment. Since they have not defined the timezone, just that it was not DST and accepted my payment my in full, my insurance should not be canceled and charged $500 reinstatement fee for their billing not being clear. Their lack of clarity and they factor Electric Insurance accepted my payment should not cause me more financial impact and my credit score to be impacted.Business response
02/08/2022
The **************** Advocate at ********************** reached out to the customer. After a brief discussion and review the customer agreed the issue has been resolved and there is no further action necessary. The customer's auto policy is active and billing is up to date.Initial Complaint
12/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On October 19th my husband spoke with Alex * regarding an incident with our car. Someone tried to steal the catalytic converter and cut partway through, which caused the muffler to break off. The mechanic did not receive an estimate from the appraiser until November 12th. The mechanic stated the estimate did not make sense in the resolution they were suggesting. The mechanic also stated the repair needed was more than the insurance appraiser stated. However, in trying to follow the appraisers advice on how to resolve the issue, additional damage was done, which the mechanic had stated would happen, because the repair the appraiser suggested was not possible. A supplemental claim was then filed at the end of November. After multiple attempts to have the vandalism repaired, on December 21st, the insurance adjuster stated the only damage they would cover is less than deductible. Despite the fact that this process has taken over 2 full months for the insurance to give a resolution, this is not valid as the repair is only needed due to the vandalism to the car. *e are requesting the full repair charges be covered, save the deductible.Business response
01/10/2022
Our insured, ***********************, contacted us on October 19, 2021 to advise that someone attempted to cut out the catalytic converter on his vehicle. Initially, we advised Mr. ***** to have his catalytic converter replaced and then submit the **** to us for reimbursement; however, after receiving notice from the repair shop that the entire exhaust system would require replacement, we determined an inspection from an appraiser would be necessary. The original repair estimate that the appraiser provided was less than Mr. *****s $500 deductible; therefore, we informed Mr. ***** no payment would be issued at that time. After the shop began the repairs,they determined additional work would be required and contacted the appraiser for a supplement. The appraiser originally indicated there was unrelated damages due to wear and tear of the exhaust system. We have since had additional communications with the repair shop as well as Mr. ***** and have agreed to authorize a supplemental payment to cover all additional damages claimed. We have confirmed the vehicle has been repaired and the insured will not owe any additional costs related to the repairs. We consider this matter resolved.Initial Complaint
10/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The Electric ****** put accidentagainst car insurance. Accident: 1/17/2018 , ******* Fam Serv tow truck driver ran stop sign, hit my car usingGarzor Ins. Electric Ins. said drivernot covered, ******* didn'thave insurance to cover accident. They used my uninsured motorists for medical, car damage, then increased my insurance rates. Electric Ins. never sued ******* or put a ****** their business, etc.Called Amica Ins. 4 quote, rep told me the Electric Ins. had me as the fault of 2018 accident, sent paper.,*******************************| Sr ***** RepAmica Mutual Insurance CompanyMail: ***********************************************: 866-342-6422Ex:85532 Fax:866-457- 02520Electric Ins. claim ********* EspinolaNo Fault AdjusterElectric Insurance Company T **********************| F *************** I just need to get this cleared off my records so my car insurance is not over priced.Business response
10/25/2021
Our insured, *************************, was represented by *************** for the accident of January 17, 2018 and they presented claims for no-fault and uninsured motorist coverage on her behalf. The insurance carrier for the responsible party denied liability coverage for the tow truck operator under their Commercial Auto policy. Our file reflects that we did not find ************************* at fault for this accident, and we are actively pursuing the responsible party through a collections agency for all payments that were made under her automobile insurance policy.Initial Complaint
09/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Filed a claim for my car. Its been over two months and the insurance company and their third party inspector keep messing up. Says one thing and then does another. Back and forth blame game. Two months in and still have to fight them on every turn. First it was under supplement on the wheels, then the subframe and control arms. That was a month ago. Today I just found out today that they under supplemented the final paint and body work. Also the rental they gave me has to be returned tomorrow due to reaching the $1,500 dollar ****. Thats part of the contract and isnt an issue if this actually took a normal amount of time. My contact at the service center said this should have been done in a month. Not three. So now I have no transportation. Still making my car payments and insurance payments plus my deductible with nothing in return. The point of contact has been ************ He blamed the two month delay solely on the service center. Ive used them for years and have 100% trust in them.Business response
09/28/2021
First notice of this loss was given to us on July 22nd (at least 16 days after the reported date of the incident and the vehicle being transported to his service center. During this time ************** had established a rental vehicle without Electric Insurance being made aware of the incident. It was reported to us that ************** was in a single vehicle collision with a curb; therefore, his deductible was applied. Since notice of the incident involving ************** vehicle, our adjuster and damage inspector has worked directly with ************** service center where he had initial mechanical repairs as well as the secondary shop that his vehicle was transferred to where it currently is getting final repairs anticipated to be completed early next week. During this time, there has been delays in finalizing repairs primarily related to the late notice of loss to us, need for supplemental estimates following tear down of the vehicle and obtaining/locating parts from the shops necessary for repairs. Mr. *********** does afford rental coverage of $50/day for a maximum of $1500 and we understand the inconvenience of exceeding this amount. As a sign of good faith we did authorize an additional 6 days of rental coverage for him and also reached out to verbally offer an additional 7 days of rental to help offset his outstanding fees while his shop continues to finalize his repairs.Customer response
09/28/2021
Better Business Bureau:Issue has been clarified and resolved. Thank you to Electric Insurance for taking time to explain and fix the problem.
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************Initial Complaint
09/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Electric INsurance insures one of their customers who hit my vehicle. It was determined 100% blame on that driver to be covered by Electric Insurance. There was a part on backorder so Electric said they need to return my rental vehicle until it goes back into repair. The vehicle is back in repair and I am being called by the rental company that they need the car back. My vehicle is under repair and I cannot drive it. Electric is requiring me to return my rental anywayBusiness response
09/14/2021
Electric Insurance company accepted responsibility for theloss and provided ********************** with a rental vehicle while his vehicle went infor repair. The estimated repair time was identified as 14 days which is whatwe initially authorized for ************* rental vehicle. The repair shopcontacted us on two separate occasions indicating the estimated repair time wasgoing to be delayed due to parts delays so in good faith we extended Mr.Brammeirs authorized rental days by an additional 10 days. The repair shopcontacted us again on the last day of authorized rental and indicated partswere still on back order and the estimated repair time was expected to bedelayed another 21 days. At this time, we confirmed the part they were waitingfor was a rear molding. We again agreed to extend the rental another 6 days asa courtesy and advised that since the vehicle was drivable and only pending acosmetic part to be received, we would be unable to extend the rental further.On this 30th day of rental ********************** called us requesting anextension and the adjuster escalated the call to a leader who again authorizedto extend the rental another 8 days bringing total authorized rental to 38 daysand the date of estimated completion from the shop. We have been more thanaccommodating to ********************** with regards to extending his rental while hisshop has been waiting on receipt of a part related to cosmetics on his vehicle.We consider this matter resolved with **********************.Customer response
09/14/2021
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Electric insurance was told several times that the vehicle was not drivable due to the way you have to repair the vehicle. It was in pieces at the time which the repair shop explained as well as myself. The rep did not care to understand that, she demanded the car be returned. Once calling back and filing a complaint, a member of management started to extend the rental until vehicle is fully repaired. While Electric Insurance is now making it right, they did not take the steps they said. In fact, they expected the car back so the rental agency contacted me saying that they'd been notified to stop the rental which he had never seen happen before. The very nice lady who received the escalation from myself has taken it into her own hands to resolve this issue. Electric Insurance is lying about how this whole process was handled. They're sporting a 1 star review with the BBB, 2 Stars with Yelp and 3 stars with ******* This company needs to answer for their lies and bad practices.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business response
09/16/2021
Werespectfully disagree with ********************** and feel we have resolved his claimappropriately.Customer response
09/17/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response and determined Electric Insurance is not worth any more of my time.
Regards,
*****************************
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