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:02/03/2025

  Type:Sales and Advertising 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 keep receiving in the mail invoices from ******************* I've learned that AP Intego Insurance Group, LLC. I had a PAY AS YOU GO policy through our **************** I never heard to AP Intego Insurance until today. I confirmed with the first representative that the policy was cancelled back in October, and she was not sure why I was still getting billed. She transferred me to their billing department where the representative there just wanted to argue the entire time. I advised her numerous times that I had nothing with their company, and I was not even sure who they were. She would never explain anything thoroughly, and said I was being charged more because I didn't meet the payroll threshold, so since we only paid out x amount of dollars per month, they did an audit and want us to pay more. I asked her why we are being asked months later for payment and that I was not aware of what company she was with as everything was through the payroll company. I told her I was not paying an invoice that we had no records with this company, she said it would go to collections and 'end badly' for me. She admitted over the phone that the plans were PAY AS YOU GO, but then said they could charge more if you don't meet the threshold. She then hung up on me after calling me the b word. Very professional.

  Business Response

  Date: 02/04/2025

  Thank you for the opportunity to respond to the complaint submitted regarding the ******* policy and its subsequent audit. We take customer concerns seriously and appreciate the chance to clarify the details of her case.  Upon review of our records, the following timeline outlines our interaction with Ms. ***** and her policy:

   - January 18, 2024: We received a quote request through Gusto and sent an automated outreach email to ***********************
   - January 19, 2024: Our team initiated the quoting process for a policy with an effective date of January 19, 2024
   - January 22, 2024: A quote with AmTrust was provided to the insured, and the necessary paperwork was signed to begin coverage (we have attached the signed proposal for convenience) 
   - October 9, 2024: The policy was canceled due to non-payment, with the last payroll file received from Gusto on July 3, 2024.
   - February 3, 2025: The insured called our office, and two phone conversations took place, along with one email exchange

  
  During these interactions, our representatives worked to explain the reason for the outstanding audit balance. The policy, while structured as "Pay As You Go," still required a minimum premium to be met. When payroll reporting ceased, the policy was unable to collect the necessary premium amounts, leading to the audit assessment. Our representative explained that a request for a backdated cancellation could be submitted to *******; however, the insured expressed frustration with not speaking directly to AmTrust.

  Unfortunately, the call escalated with the insured using inappropriate language on multiple occasions. In order to maintain a respectful conversation, our representative advised that future communication would need to continue via email and ended the call professionally. In reviewing the call recording of our representative, there was no use of inappropriate language in response.

  
  Following this interaction, our Audit Team Lead provided a detailed email explaining the audit findings, including:
   1. The minimum premium and expense constant outlined in the policy.
   2. A breakdown of why the balance was due.

  Information on how the insured could dispute the audit directly with AmTrust, as AP Intego/Next Agency was sent to the insured at *********************** as the agency does not have the ability to overturn carrier audits.  We regret any frustration this situation has caused the insured and appreciate the opportunity to clarify our policies. Our goal is always to ensure transparency and assist customers in understanding their policies and associated charges.
  

  
  

• Initial Complaint

  Date:01/31/2025

  Type:Product 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.

  Purchased workers compensation through Square. At some point AP Intego said they were switching to Next Insurance.We eventually cancelled our policy due to not having anymore employees and no longer needed workers compensation coverage. Webe received 2 bills for audits based on payroll months and even over a year after cancelling our policy. When we did have a policy, we paid less when we had 3 employees and more when I had 1 employee that worked 4 days a month. AP Intego has been extremely hard to contact and when I do talk to someone they are unable to help and just keep repeating numbers and dates instead of answering actual questions about why we added my had a policy we never signed up for or why we were being charged so much when we barely had an employee who worked or no employees at all.

  Business Response

  Date: 02/18/2025

  Thank you for reaching out regarding the concerns raised by ******************. We appreciate the opportunity to address this matter and clarify what occurred with their workers compensation policies.  We understand that the customer was surprised to receive audit-related bills after canceling their policy and had difficulty getting clear answers about why these charges were applied. We sincerely regret any frustration or confusion this may have caused and want to provide a full explanation.

  The customer originally held Policy **********, which was active from March 9, 2023, to December 2, 2023. On February 28, 2024, they submitted a request to cancel the policy, indicating that their business no longer had employees requiring workers compensation coverage. Following this request, we promptly submitted the cancellation to the carrier, AmTrust, and the policy was officially canceled effective December 2, 2023. As is standard practice, an audit was conducted after the cancellation to reconcile premium charges based on actual payroll. This audit resulted in a balance of $278.01, which was billed to the customer.

  Separately, a renewal policy, QWC1347760, was issued on March 9, 2024. However, since the customer had already requested cancellation of their previous policy, they had no intention of continuing coverage. Unfortunately, this renewal policy was issued in error. On July 30, 2024, ******* sent a notice of cancellation due to nonpayment, and the policy was formally canceled on August 21, 2024. An audit was then performed on this renewal policy, generating an additional charge of $241.00.

  After reviewing the details of the case, we reached out to ******* to request a resolution. They confirmed that the renewal policy should not have been issued and agreed to cancel it flat. As a result, the $241.00 charge associated with Policy QWC1347760 has been fully removed.

  At this time, the only remaining balance is the $278.01 from the original policy, QWC1269181, which was validly in place prior to cancellation. We understand that the customer may have questions about this process, and we would be happy to provide any additional clarification they may need.

  We truly appreciate the customers patience as we worked through this issue and regret any inconvenience it may have caused. Our goal is always to ensure a smooth and transparent experience, and we will continue working to improve our communication and processes.

  
  

• Initial Complaint

  Date:11/01/2024

  Type:Sales and Advertising 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 had a workers comp policy with The ****************. AP Intego was listed as the agent. My Hartford policy was set to expire in Aug. I no longer needed this policy so I was just going to let it expire. I began getting emails from AP Intego saying that they were partners with Next insurance and I could opt in to a Next policy. I never opted in to this and replied to them that I did not want Next insurance. Recently I got a notification that I would be billed $578 for this policy that I never authorized. I reached out to AP Intego about this and their representative sent me forms to cancel the policy and assured me that it was taken care of. Earlier this week my account was debited for $578. This was returned to them as ***. Last night they submitted the charge again plus a $20 return check fee. I have spent the past couple days trying to reach out to the company to get this resolved. I seek to have this $598 returned to me, plus the $35 service charge my bank charged me for the ***, and the $25 I had to pay my bank to stop payment on any further charges from AP Intego and Next insurance, for a total of $658. How are they able to even transfer my banking account information from one company to another without my authorization? I have tried to resolve this with AP Intego with no luck.

  Customer Answer

  Date: 11/12/2024

  I have heard from the business in response to my complaint. Currently they are working to resolve this issue in regards to their repayment of fees. The policy however has already been cancelled retroactively.

• Initial Complaint

  Date:08/20/2024

  Type:Product 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 have been trying to reach AP INTEGO Insurance Group for over 3 months to cancel my policy (Policy# BLS65252262) at the following listed phone number: ************ and I have not heard back from anyone. There is no way to get in touch with them on the phone, no way to cancel insurance online, and there is no customer service to execute the request. Cancel my policy now and confirm that you have cancelled it. This is consumer fraud!

  Business Response

  Date: 09/03/2024

  Hello ****, 

  We sincerely apologize for any difficulties you experienced in reaching our agents. We understand the importance of timely and effective communication, and we regret any inconvenience this may have caused.
  To ensure better accessibility, our team is available Monday through Friday from 8am to 5:30pm ET via email at ************************************. Additionally, our phone lines *************) are open from 10:00am to 5:00pm ET. If you are unable to reach us during these hours, we offer the option to leave a call back number. Rest assured that we will make every effort to return your call within 4 business hours.

  We appreciate your patience throughout working with our service manager on this matter. We have received confirmation from Liberty Mutual regarding the backdated cancellation of your General Liability policy (BLS65252262) to 4/30/2024. We are pleased to inform you that Liberty Mutual will be reviewing the policy to determine if any refunds are due to you as a result of the cancellation. As they handle all billing for this policy, they will be able to provide you with further information on this matter. You can reach them directly at **************.

  If you have any additional questions or if there is anything else we can assist you with, please do not hesitate to respond to our service manager who has been working with you.  We are here to help and ensure your satisfaction.
  
  

• Initial Complaint

  Date:07/08/2024

  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.

  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

  Date: 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

  Date:05/02/2024

  Type:Sales and Advertising 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.

  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

  Date: 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

  Date:08/22/2023

  Type:Product Issues
  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.

  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

  Date: 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 Answer

  Date: 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

  Date:04/06/2023

  Type:Product 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.

  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

  Date: 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.