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Complaint Details
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Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello my name *********************** Ill *** trying to reach someone for my claim in my car accident its been over two weeks and I still havent heard anything from them I cant get to and from work I also cant drive my truck at the moment from the accident this is unacceptable customer service please feel free to give me a call at *********** thank you and have a nice day
Business response
07/10/2024
Hello ****, We have called and left a voicemail at the phone number you provided in the complaint, and also sent a follow-up email with our direct contact number for our Service Manager. NEXT Insurance is a commercial agency and we could not find a business account with the contact information you have listed. If you can provide the business name, we can assist you further.
However, if your claim is for a personal auto policy, Next Insurance ************** is an agency that handles auto insurance and they may be the agency you are trying to reach. We have also left their information in our email to you if that is helpful.
Initial Complaint
05/02/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Stop deducting money from our account! We've already cancelled our insurance policy (TWC4354135) and have a docusign confirmation from you. We've called your company numerous times and have been given the run around. Refund the money that you've fraudulently deducted from us.Business response
05/20/2024
Hello ****************,
We apologize for the delay in resolving your cancellation request. We can confirm that your policy has been successfully cancelled, effective 4/27/2024, due to duplicate coverage as you have obtained insurance with another carrier. Please find attached a copy of the cancellation confirmation for your records.
Regarding the premium in question of $235.81, we would like to provide further clarification. These amounts represent premiums for check dates 4/19/2024 ($120.69) and 4/26/2024 ($115.12). To avoid any additional premium collection due at the end of the policy term audit, AP Intego is unable to issue a refund for these amounts, and although these premiums were collected after the policy cancellation date, they are for payroll runs that occurred within the policy term.
With that though, upon reviewing your previous audit for the 23/24 term, we have taken action to address the assessed fees resulting from AM Trust's requests to upload payroll data on their website. We have attached the two notices sent on 1/1/2024 and 2/11/2024 for your reference. We are pleased to inform you that AM Trust has agreed to refund the audit amount collected, totaling $8.602. They will be issuing a check to you at ****************************************************************************** within the next 30 days.
Once again, we apologize for any inconvenience caused during this process as we understand the frustration this negative experience has caused. We genuinely hope that the outcome we have provided is acceptable to you and thank you for giving us the opportunity to rectify the situation.Initial Complaint
08/22/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
We contacted our account representative ******************* on 5/15/2023 about transferring one of our company's policies to APIntego. Our policy renewal date was 6/21/2023.We followed up on 5/30, 6/13, 6/22, and 7/20, and the representative kept telling us the transfer was in progress.We followed up again today, and ******* told us he couldn't broker the policy because we were out of the 10-day window to transfer.I'm requesting an investigation into the process and extra help on this matter.Business response
08/28/2023
In response to complaint ID ********, ********** began the request to broker the customer policy to ********** on 6/16/2023.
On 6/22/************* emailed the customer to obtain requested information from the carrier, Travelers regarding ownership information. This information was needed in order to move forward with the request to move the customers workers' compensation policy to **********. The customer did respond with the required information on 7/23/23. When the Agent submitted the request to move the policy, Travelers advised that we were past the 10-day window needed to complete the request and that the process to broker the policy to ********** would need to start again.
Since the complaint to the Better Business Bureau, Travelers has agreed to honor the first request to move the customer's policy to **********. The coverage is now bound effective 6/21/2023.Customer response
08/28/2023
[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,
*************Initial Complaint
04/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
AP Intego charged our small business a ********* comp premium for an excluded owner of the company. They have confirmed that they had the exemption certificate on file for the 2022 year. In Jan of 2023, they claimed that they couldn't refund the monies owed because they would have to do an audit. We filled out their audit paperwork and was told it would take a few weeks. It's been nearly 4 months. They haven't replied nor refunded any of the monies that are due to our company. Policy Policy TWC4194388.*********************************************************** (Next Insurance)Jan 25, 2023, 10:49 AM EST Hello *****, AmTrust has yet to complete the audit for the ***** policy period but will in the coming weeks. They have the exemptions on file and should properly exclude the officers. However, I will continue to monitor for a completed audit and be in touch if anything seems a miss. Please let me know if you have any questions. Thank you, NEXT *******************Business response
04/13/2023
In response to complaint ID *******, the premium collected for the excluded officer ***** Lover ******************* in error was identified on 1/25/23 which was after the policy expiration of 1/1/2023.
Due to the fact that the policy term had expired the process to refund the premium for the officer is conducted by the carrier, AMTrust via their audit process. The current policy term has been corrected to reflect the exclusions accurately and all premium collected on the current term for ***** Lover ******************* was refunded to the customer on 1/27/2023.
AMTrust completed the audit on 3/31/2023 which has determined that a refund in the amount of $2,588 is due to the customer (attached is a copy of the final audit results). ********** asked that the refund via check in the amount of $2,588 is mailed to the customer asap and we will be follow up with AMTrust and the customer to confirm that the refund check has been mailed.Initial Complaint
12/15/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
In May of 2021 I discovered AP Integro allowed our Workers Compensation Plan to lapse. They then reinstated the plan WITHOUT disclosing they would be back billing me for months were my employee actually did not have coverage. NOTHING on their docusign one page document disclosed this. I IMMEDIATELY declined coverage via email. So they have it in writing. They refuse to refund my money instead wanting me to "cancel" a plan I never agreed to in the first place. They owe me money. I spoke to the Hartford directly and what they are telling me is all they need is proof from May we declined the coverage, they don't need a cancellation notice at all. Still AP Integro digs in their heals and refuses to cancel the policy.Business response
12/21/2021
On April 20th, 2021, the customer received an audit **** for their canceled workers' compensation policy in the amount of $57.01. The customer at that time reached out to AP ******************** to dispute the audit **** due from their insurance company which AP Intego assisted with by requesting reinstatement of the policy per the customer's request on May 3, 2021. AP ******************** worked with the customer's payroll company to receive the necessary proof of payroll documentation and a no-loss letter signed by the insured to request reinstatement and we were able to successfully complete the reinstatement with the customer's carrier removing the audit balance due. On 6/1/2021 AP Intego informed the customer via email and voicemail of the reinstatement and removal of the audit premium due. The current audit premium due of $19.50 is for the final audit of the policy term. The insured would like the audit balance removed and their policy canceled back to November. AP Intego's audit team has explained that if the insured is able to sign the proper cancelation form for their insurance carrier, we can work to reduce the audit amount due. To date, the customer has not signed the form so that we can move forward in refunding the $19.50 audit premium.Initial Complaint
10/29/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
AP Intego proceeded to wrongfully debit $3524.47 against checking acct. on 10/25/2021 despite policy cancellation on 10/21/2021. AP intego representative spoken to over the phone on 10/28/2021 unclear over refund timeline which caused undue burden during payroll disbursementBusiness response
11/15/2021
The customer bound a workers compensation policy with AP Intego and AM Trust online with an effective date of 10/1/2021. The first premium **** was sent to the customer on 10/21/21, however due to low payroll estimates the **** was incorrectly inflated and the customer was overcharged significantly. When speaking to our customer service representative the error in the customers rate was discovered and our service representative requested for a full refund with our billing team so that the customer could be made whole.
In further speaking to the customer, it was identified that due to no current W2 employees, AP Intego could cancel the policy for the customer so that they were not paying for a coverage that they did not need. The full refund of $3,524.47 was directly deposited back into the customers account on 11/5/2021 and the policy cancelled process was completed on 10/22/2021. We apologize for the error and are working to have alerts in place when workers compensation rates are inflated due to low estimated payrolls so that we can identify the inflation prior to a premium debit.
If you would like to discuss this is further detail, please just let me know a good day and time and I will make myself available.
Thank you,
******** Arcese
AP Intego Rochester, Site Lead
Customer response
11/15/2021
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. AP Intego has returned monies back to business checking account on record as of today Nov. 15, 2021. I appreciate all assistance provided to resolve this complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
Gel ArsuaInitial Complaint
10/28/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I had a negotiated amount and to go ahead with the policy, but a couple of weeks later i notice that my earned premium was way higher than we had discussed. i had talked to a couple of people and they said it was because we were officers of the company so it was higher. i get that, but why was that not included in my quote? i would have probably reconsidered. After all is said and done i just said i cant afford that and i just want to cancel my policy last week, so i went through with the cancellation and all was good, right? Wrong, they are still trying to pull out 2 thousand dollars that i dont have, and i look on my account and it is still active! like really are they that slow!Business response
11/15/2021
Hello,
My name is ***************************** and I am the Director of Service and Operations Site Lead for AP Intego. I have attempted to contact you via email, but we have not been able to connect.
I am sorry to hear that we failed you in securing the coverage that you needed with proper explanations of officer inclusions and see that your workers compensation policy is now cancelled per your request. This is not the experience we wish to provide to our customers.
I am hoping we could schedule a time to discuss your experience in further detail so that we can learn from this circumstance as well as address your concerns and ensure that everything has been resolved. If you could let me know what day or time works best with your schedule I will make myself available.
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