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Important information
- Customer Complaint:Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 20 complaints handled through our conciliation process.
Complaints
This profile includes complaints for Geico's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,621 total complaints in the last 3 years.
- 919 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/28/2023
Type:Billing IssuesStatus: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 am a professional long haul truck driver and I missed my insurance renewal and I was tried to contact Geico through the phone and there is no live agent to communicate. Also, the phone app did not gave me proper guidance to pay my six months renewal charges or the due amount of $22.66.Thereafter, I received a FINAL NOTICE letter from geico by mentioning that Geico will report to Credit Bureaus for collections and to contact them before that to pay the outstanding balance of $22.66 by providing a telephone number and that number is with another robot and no live agent to communicate. There is no option to pay the said amount other than getting a new policy quotation.However, I emailed Geico the difficulties that I am facing and expecting an answer from Geico but Geico never reply to me.I ****** request from BBB to look into this matter and give me a fair judgement on this matter.( copy of the Geico letter and the email I sent to Geico is attached herewith)Thank you,Respectfully,Sen ************Business Response
Date: 01/04/2024
n Government Employees Insurance Company
n GEICO General Insurance Company
n GEICO Indemnity Company
n GEICO Casualty Company
***** ********* ******, Poway, CA *****January 4, 2024
BETTER BUSINESS BUREAU
1411 K Street, NW, 10th Floor
Washington, DC 20005-3404
Attention: Dispute Resolution Team
Complaint ID: ********
On October 5, 2023, we issued the offer for the November 9, 2023 renewal. A renewal billing notice was issued on October 6,2023 that notified our insured that a payment of $1,213.14 would be due on November 9, 2023 based on the Pay in Full payment plan that was previously selected.
Our insured contacted our Customer Service Department on October 20, 2023 and added a 2011 ***** effective October 20,2023. An updated billing notice was issued on October 26, 2023 that notified the insured of the revised amount of $1,451.48 due on November 9, 2023.
When we did not receive a payment by the renewal date, a notice was mailed on November 15, 2023 that notified our insured that since we had not received the renewal payment, the policy expired at 12:01 AM on November 9, 2023. A balance of $22.66 remained due for coverage up to the renewal date.
We would like to explain that the offer for the renewal was issued in advance of the renewal effective date in accordance with state regulations and as stipulated by our California Family Automobile Insurance Policy (A30CA) and associated Automobile Policy Amendment (A54CA). Under Section V – General Conditions:
(Amendment) #5 Policy Period: “Unless otherwise cancelled, this policy will expire as shown in the declarations. But it may be continued by our offer to renew and your acceptance by payment of the required renewal premium prior to the expiration date.”
#8 Cancellation by Us is Limited – “we will not cancel this policy except for any of the following reasons: (a) You do not pay the initial or any additional premium for this policy or fail to pay any premium installment when due to us or our agent.”
Furthermore, # 9 Renewal: “This policy will expire without notice if any of the following exist: (a) You do not pay any premium as we require to renew this policy.”
We maintain that proper notification was sent advising of the renewal payment due prior to the expiration of the policy. As the payment required for the renewal of the policy was not received, we maintain the expiration of the policy.
To pay the outstanding balance, the insured may log in to their previous policy at geico.com or through the GEICO Mobile app. A payment can also be made via our interactive voice service at 1-************, or by mailing a check or money order to P O Box ***** Philadelphia, PA **********. Please note: Making this payment will not reinstate coverage, but it will resolve the past due status.
To obtain a current coverage, please visit our website at www.geico.com to initiate a quote for a new policy. Once the online quote process is completed, the application will be referred to our Underwriting Department for review. Once our review is completed, we will be in contact.
Sincerely,
********************************
Manager, Consumer Relations
GEICO General Insurance CompanyCustomer Answer
Date: 01/05/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:
I tried to contact geico by phone to renew my policy many times after I received the notice but those numbers are automated numbers and I have no way to contact any of their live agents to move forward. Being a long standing customer with very clean record I have the right to discuss my options with a live insurance agent to move forward and Geico does not respect me as a valuable customer other than sending a final notice to pay that small amount. That is not the correct way to do business. If they are customer oriented organization, they should contact me over the phone to continue business rather than trying to break the relationship with customers.This highly unprofessional way of doing business and it looks like Geico is mainly concern about their profits but not the service. Therefore, I totally disagree with their statements and customer service.
Regards,
***************************************Initial Complaint
Date:12/27/2023
Type:Product IssuesStatus: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.
Geico issued the wrong refund for a deductible (claim #****************) I paid to my ex-husband, and now they are trying to submit a double indemnity against me for it. This is after I have proven the vehicle is mine and I paid for the $1500 deductible. I have never worked for a company with so many incompetent people. I've been on the phone for no less than four hours trying to resolve this issue.Business Response
Date: 01/18/2024
January 18, 2024
Dear Sir/Madam,
We have received your correspondence on January 10, 2024, regarding the above consumer's claim.
On April 3, 2024, this incident was reported to GEICO by *** ****. It was reported that the 2017 ***** ** driven by *** **** was rear ended by another vehicle. *** **** filed through GEICO to have her vehicle repaired.
On April 7, 2023, the adverse carrier, ***** ******* Agency, contacted GEICO and advised they had accepted responsibility for this incident.
On June 13, 2023, *** **** contacted us to ensure the deductible reimbursement payment would be made to her and not *** **** as she is the owner of the vehicle involved. We advised we would need proof of ownership as *** **** is our named insured. *** **** sent documents on June 14, 2023. We contacted *** **** to advise we would need a copy of the title to confirm ownership of the vehicle.
*** **** contacted GEICO on July 6, 2023, regarding her deductible payment.
On August 4, 2023, *** **** contacted GEICO regarding the status of her deductible reimbursement. We issued payment in the amount of $1,500.00 to *** **** by default given that he is the named insured on the policy.
On October 30, 2023, *** **** contacted GEICO regarding her deductible payment. She provided documents showing she had paid the deductible for this claim. We attempted contact with *** **** regarding the deducible payment made to him. We advised *** **** we would attempt to recover the payment from *** **** and would issue payment to her.
We attempted to contact *** **** on November 1, 2023, and left a voicemail. We advised *** **** a check would be mailed to her for the deductible. On November 7, 2023, *** **** contacted us and was advised her payment was still being processed. We issued *** ****’s deductible reimbursement payment on November 9, 2023.
On November 30, 2023, we sent a double indemnity recovery case to our subrogation vendor, ***. *** **** contacted us on December 27, 2023, advising she had received an indemnity notice that should have been for *** ****. We contacted *** and requested they remove *** **** from their file.On January 11, 2024, we contacted *** **** and confirmed she received the deductible payment. We contacted *** and requested they remove all of *** ****’s information from their file. We sent a copy of our letter to *** **** for her records. We were contacted on the same day by *** who confirmed they had received our request and *** **** had been removed from the file as of December 28, 2023, and *** **** had never been reported to a credit agency for this account.
We are glad we were able to resolve *** ****’s concerns and we apologize for the confusion. If you have any further questions, please feel free to contact ****** *********, Payment Recovery Manager, at (**** *********.
Sincerely,
Senior Director, Payment Recovery
Initial Complaint
Date:12/24/2023
Type:Service or Repair IssuesStatus: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 started a insurance policy and while doing a quote i added *********************** the problem with this is he doesnt reside in my home I have a whole domestic situation offered to provide police report because of the nature of situation this person is not around me or my kids I let the company know and was told because of his driver record my policy could not be reinstated which i feel is unfair if im willing to provide the info why cant he not be taking off my policy and my policy reinstatedBusiness Response
Date: 01/10/2024
January 2, 2024
Dear Dispute Resolution Team,
Thank you for your recent inquiry dated December 28, 2023. I welcome the opportunity to discuss our insured’s concerns. We have not included any personal identifying information in our
response as the Better Business Bureau has requested.On November 28, 2023, our insured purchased a new GEICO policy online effective November 29, 2023. Moments later, our insured went online and added her domestic partner to the policy as an additional driver.
In the normal course of business, we routinely conduct reviews of our policies to ensure accuracy and quality of the policy. On December 1, 2023, our insured’s policy was reviewed by GEICO’s Underwriting Department. Because driving records must meet underwriting standards, it was determined that due to our insured’s and her partner’s driving history, we would be unable to continue coverage under this policy as of 12:01 a.m. on December 18, 2023.
Due to the cancellation of the policy effective December 18, 2023, our insured was refunded $75.84. We maintain our decision regarding the cancellation and regret circumstances required
this action. A member of our customer relations team, ******* ******, attempted to contact our insured regarding this matter. We consider this matter resolved and trust this information is
sufficient to allow you to close this file. If our former insured has further questions/concerns, she may contact *** ****** directly at ********@geico.com or ###-###-####. Her office hours are
Monday through Friday, 7:30 a.m. to 3:30 p.m. EST.Sincerely
Manager Customer Service
Initial Complaint
Date:12/17/2023
Type:Sales and Advertising IssuesStatus: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.
We canceled our insurance with GEICO and sent a letter and they still took the money leaving with no money. They said they had the letter and still took my money leaving with no money for Christmas.Business Response
Date: 12/29/2023
December 29, 2023
Dispute Resolution Team
BBB of Metropolitan Washington DC
1411 K Street NW, 10th Floor
Washington, DC 20005-3404
BBB File Number: ********
Dear Sir or Madam:
We received your correspondence requesting assistance regarding the above-noted complaint number. We have not included any personal identifying information in our response as you requested.
I am sincerely sorry to hear about the delay our insured experienced in the handling of their request to cancel their policy. Our records show that we had an opportunity to speak with our insured on December 14, 2023, and the policy was cancelled effective that same day. On December 18, 2023, a refund in the amount $3,282.66 was issued back to their card on file ending in -****.
We truly regret any difficulties that this matter may have caused our insured, and I hope this information is helpful in resolving their concerns. If you have any additional questions, please contact us through the Online Complaint Management System, or via email at **************@geico.com.
Sincerely,
************************* p.p. ******** ***********************
Manager
GEICO Advantage Insurance Company
NAIC:*****
EnclosureInitial Complaint
Date:11/30/2023
Type:Product IssuesStatus: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.
Auto policy wrongfully cancelled.Customer Answer
Date: 12/01/2023
The resolution I seek from Geico is reinstatement of my policy that was wrongfully terminated.Business Response
Date: 12/19/2023
December 15, 2023
BETTER BUSINESS BUREAU
1411 K ST NW, 10TH FLOOR
WASHINGTON, DC 20005-3404
Complaint ID: ********
Attention: Dispute Resolution Team,
We received your correspondence, regarding the above noted complainant. We have not included any personal identifying information in our response as the Better Business Bureau has requested.
On September 28, 2023, our insured reinstated their canceled policy effective September 29, 2023. During the call, our insured requested an ***** be filed for his spouse, which was processed. When a new policy is established or a policy is reinstated, it is our process to order and review current Motor Vehicle Reports (MVR) and Comprehensive Loss Underwriting Exchange (CLUE) reports for all active drivers. At that time, the reports were requested for both active drivers.
On November 13, 2023, an underwriter reviewed the received MVR and CLUE reports for both drivers and identified our insured's spouse's driver's license status was suspended and did not meet our underwriting guidelines. On November 15, 2023, a Post Office Receipt Secured (PORS) notice was sent to our insured advising we were unable to continue their insurance coverage with Government Employees Insurance Company due to the suspended driver's license status. The notice further stated, if they provide proof of their spouse's reinstated driver's license prior to November 27, 2023, we would reconsider our decision. Unfortunately, verification of the required license reinstatement was not received and in accordance with the notice, the policy canceled effective November 27, 2023. This resulted in a credit balance of $9.33 which was disbursed to our insured's checking account on file.
On November 30, 2023, we spoke with our insured regarding the canceled policy, provided a quote, and advised an active drivers license status was required for all active drivers to reinstate the policy with a lapse. On December 01, 2023, we obtained a current MVR for our insureds spouse which reflected her driver's license status was still suspended. On December 06, 2023, we received documentation reflecting her license was reinstated on December 04, 2023. That same day, a quote was provided but they did not elect to reinstate their policy with a lapse.
Upon receipt of this complaint, we reviewed our insureds policy and all transactions that have taken place. We have determined the policy was not canceled in error. We have also determined proper documentation has been sent to them.
Should the Better Business Bureau require any further information or documentation for this file from GEICO, please contact ********** at ************** or ***********************************.
Sincerely,
******** *******-****
ManagerInitial Complaint
Date:11/29/2023
Type:Service or Repair IssuesStatus: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.
In August 2023, I called Geico to add my son to my car insurance policy. Because his license was on suspension, the DMV said he would need an SR22 to have the suspension lifted. I communicated this to the representative when I called the first time. Rep said it was sent over. Son goes to DMV, they said they didn’t receive. Called Geico a second time. Rep said it was sent over. I received an email in November stating that my payment was past due, which was confusing because payments were set to autopay. I contacted Geico and was told autopay was taken off because my policy had been canceled. Asked why, they said my son’s license showed as suspended when they ran a check in September. Mind you they still took October’s payment. November 29, 2023, I spoke with a rep and explained that the dmv stated that the license remain on suspension because they never received the sr22 that we requested back in August and they won’t release the suspension until they receive one. Rep said it wasn’t Geico’s problem since they claim they sent it in August and that the dmv can’t see the sr22 now because Geico canceled the policy. He stated that Geico WILL NOT restart policy until suspension is lifted. The DMV is adamant they didn’t receive it. So both parties are refusing to do what the other needs. Meanwhile we did what was ask of us and paid over $400 per month…even the payment they said was past due. I called back later in the evening got a female rep who was much nicer and contacted the underwriter; however phone got disconnected. Called back male rep said he could restart my policy, but I would have pay for another SR22 plus reinstatement cost of $800 and monthly payments would increase from $400+ to $800+. This is extremely unfair business practice that Geico wants me to pay for something we already paid for and pay double what we were paying before THEY canceled for something they were responsible for. Stay away from this company. I want policy reinstated paying the same amount.Business Response
Date: 12/15/2023
December 6, 2023
Dear Sir/Madam,
We received your correspondence regarding the above-noted complaint number. We have not included any personal identifying information in our response as you requested. Thank you for the opportunity to address the consumer’s concerns.
The consumer contacted us on August 4, 2023, to add a driver and file a certificate of responsibility for that driver. We completed the request and sent the Certificate of Financial Responsibility information to the Department of Motor Vehicles with an effective date of August 5, 2023 with the stipulation that the driver had to contact the Department of Motor Vehicles and clear the license suspension.
On September 22, 2023, we reviewed the policy and discovered that the driver still had a suspended license. We sent a Post Office Receipt Secured letter on September 26, 2023, advising the consumer that the policy would cancel at 12:01 A.M. on November 11, 2023. We provided an option for reconsideration if the driver’s license were reinstated.
The consumer contacted us on October 6, 2023 to inquire about their automatic payment enrollment being discontinued. We explained the cancellation and the reconsideration option. The consumer did not contact us again until after the policy canceled.As the policy was canceled due to the driver not reinstating their license after we filed the Certificate of Financial Responsibility, we advised the consumer that we would require all drivers to have a valid license before we could provide a quote to restart their policy.
We trust this information is sufficient to allow you to close your file. Please call ******* *****, Complaint Underwriter, at ###-###-####, if you have any further questions.
Sincerely,
Manager
ServiceInitial Complaint
Date:11/29/2023
Type:Product IssuesStatus: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 11/08/23 I was notified that some documents were needed regarding my address, and I had to fill them out and return them before my policy was canceled on 11/19/23. I was told the forms would arrive by mail and not by e-mail. I called Geico shortly after letting them know my current address is different than my previous address, as I do not have any proof of address for that address because this is my mother's home and nothing at this address is in my name. I now live at a different address and I asked Geico what I should do, they told me to provide my current address and show proof of address on the forms being mailed to me. Up until this point, I still hadn't seen what documents they needed me to fill out. I waited for it to arrive by mail until the 15th. On the 15th I decided to explore their app and website to see if I could find the documents they needed. I filled out the forms and sent them in before their deadline of the 19th. I was still worried about a lapse and called them on the 18th, they informed me not to worry about a lapse or needing a new policy elsewhere as long as I had sent everything in before the 19th which I had done. I took faith in what Geico told me and didn't worry about a lapse so I didn't seek out a new policy elsewhere, however, I would have sought out a policy elsewhere if they told me otherwise. The 11/19/23 was also over a weekend, and the policy was canceled before they even looked over the documents that I provided prior to the deadline. Geico did not inform me with enough notice that the policy was going to be canceled after their review of the documents I provided. They caused the lapse in my insurance and now when I have attempted to get a new policy with a different insurer I am being charged a large one-time payment and increased yearly insurance premiums rates as a result of this lapse that they caused. I did the right thing by notifying them and they lied to me, canceled my policy, and caused financial hardship on me.Business Response
Date: 12/08/2023
December 8, 2023
Dispute Resolution Team
BBB of Metropolitan Washington DC
1411 K Street NW, 10th Floor
Washington, DC 20005-3404
BBB File Number: ********
Dear Sir or Madam:
We have received your letter requesting assistance on behalf of our insured. We have not included any personal identifying information in our response as the Better Business Bureau has requested.
GEICO, like most insurance companies, uses the claims experience in the area an insureds vehicle is principally garaged as part of determining our rates. The information we use is based on historical loss experience for each area. On September 25, 2023, our insured used our online services to quote auto insurance coverage in the state of Nevada. Please note, both the application and purchase of their policy was completed without any agent assistance. During the application process our insured quoted their vehicle at two separate rated locations in the cities of Henderson, Nevada and Las Vegas, Nevada. The Las Vegas, Nevada rates were shown to be significantly higher premium. When the policy was finalized, our insured advised that their vehicle was garaged at the address located in Henderson, Nevada.
On October 19, 2023, our underwriting department reviewed the policy to ensure it was accurately rated due to the conflicting information found in our insureds applications. Based on our review, the underwriter prepared a notice, advising our insured to submit the following information within 15 days:
-A completed Vehicle Location Questionnaire
-A completed Additional Driver History Questionnaire
-Two (2) forms of verification of residency
-Proof of ownership for the 2011 ******* ******
The notice also advised that failure to comply with this request may result in further adverse action on our insured’s policy. As of November 6, 2023, no further documentation or information was received; therefore, our Underwriting department prepared an additional notice to be sent Post Office Receipt Secured (PORS) on November 8, 2023, which advised our insured that their policy would terminate effective at 12:01 A.M. on November 19, 2023. The letter also advised the below information:
(a) That we may be able to continue the policy if the requested information was received prior to November 19, 2023.
(b) If they provide the information previously requested prior to the actual date of policy termination, any reconsideration of the termination decision would be subject to a review of the information provided. Driving records must meet the underwriting standards.
On November 19, 2023, our Underwriting department reviewed the information submitted by our insured. Based on the information provided, it was determined that we would be unable to reconsider the policy termination, due to the indication that our insured had provided false information on the September 25, 2023 application for insurance. Between November 21, 2023 and November 29, 2023, our insured and their father discussed the underwriting handling, the November 19, 2023 underwriting decision, and requested either a reconsideration or to have the cancellation effective updated to prevent a lapse in insurance. It was advised to our insured and their father that our Underwriting decision would stand, and we would be unable to update the date of cancellation.
Upon receipt of this complaint, we reviewed our insured’s policy and all the transactions that took place. It is our position that the termination of the policy for failure to provide the requested underwriting information is valid and we are unable to provide coverage within any of the GEICO companies at this time. We regret any difficulty this decision has caused our insured; however, we respectfully decline the requests listed in this complaint.
We trust this information is sufficient to allow you to close your file. If you require any further assistance regarding this matter, please contact us through the Online Complaint Management System, or via email at ******************************.
Sincerely,
******** ***********************
Manager
GEICO Secure Insurance Company
NAIC: *****Initial Complaint
Date:11/11/2023
Type:Service or Repair IssuesStatus: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 recently went with Geico for auto insurance.They issued me a price, approximately a month later they send me an adjusted price because they stated that due to one of my drivers age and driving record they are increasing my rate by approximately 100 dollars a month. I called enquiring about the rate change and was informed it was due to his age and an accident he had when someone hit his parked car making it not his fault. But they want to raise my rate due to an accident that was not his fault. And as far as his age they had his age when I applied for the policy now to go back and charge me more after I selected them and saying it because his age and his driving when he has never had a ticket. The only issue we have had was when someone hit his parked car. I find this to be totally unacceptable to be charged when someone hit my parked car. And he has never had a moving violation. Would it have been any different if it was me who had parked the car? What would have been the excuse then? I wish to be charged the rate we agreed to at the start of my policy this seems like a bait and switch to be honest.Business Response
Date: 11/28/2023
November 27, 2023
Dispute Resolution Team
Better Business Bureau
Consumer Affairs
1411 K Street Northwest, 10th Floor
Washington, DC 20005-3404
Re: Complaint ID: ********
Dear Sir/Madam,
We received your correspondence regarding the above-noted complaint number. Thank you for the opportunity to address the consumers concerns.
Our policyholder filed this same concern with the Oklahoma Division of Insurance (OID); therefore, our full response will be submitted directly to the OID.
We spoke with our policyholder on November 27, 2023 and offered to reinstate the policy at the correct policy premium; however, the policyholder declined the offer.
We trust this information is sufficient to allow you to close your file. Please call *****************************, Complaint Underwriter, at ************, if you have any further questions.
Sincerely,
******** ***********************
Customer Service ManagerCustomer Answer
Date: 11/28/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because: Your company notified me on 11-17-2023 after I filed my complaint with the OID and informed me that my policy has been cancelled and that the effected date of cancellation was 11-28-2023. On 11-27-2023 I received a phone call from a rep and was informed that they would offer me my policy at the higher premium and that the reason my rate was going up was due to an accident that my wife had on 11-04-2023. Which is interesting becasue I was notified on 11-06-2023 that my rate was going up due to the no fault accident my son had when his car was hit in the parking lot. I even called your company 2 times and was informed that the no fault accident was the reason for the increase. I honestly feel that my misfortune that my wife had her accident on 11-04-2023, which was a Saturday and was reported to you on that following monday which was 11-06-2023. Now you are saying that her accident is the reason for the rate increase not the no fault accident that my son had. That your company told me on 2 different phone calls and emails was the reason for the rate increase. How did your company discover my wifes accident and send me a email the same day about a rate increase due to my sons accident the same day.My wife reported the accident she had. Also I find truly ungenuine that you called me the day before my insurance is set to lapse to offer to keep me as a customer at the higher premium that I was originally given before she had her accident. I do not feel that you are being genuine or honest about the whole situation. I do wonder what would have been your response if my wife didnt have her very small fender bender. And it was just my sons incident that was on the table. I asked for the recorded phone conversations and was denied them. It was me bringing it to the attention that what you tried to do was illegal and you just lucked out and found another reason that saved you. I really would love to hear back about what would have happened if my wife didnt have her fender bender.You cancelled my insurance when neither of us have had ANY issues in atleast 15 years. Not even a parking ticket i feel you canceling our policy was retaliatory for catching you trying to raise my rate unfairly. And did i also say it was illegal what you tried to do.
Regards,
***********************Initial Complaint
Date:11/09/2023
Type:Service or Repair IssuesStatus: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.
Geico policy went up $400/monthly staying cost of living and drive easy discount was removed based on data they received. First, I work from home and rarely go out, 2nd the app doesn’t work because there were several times I had to call when I was a passenger in my truck but the app alert said stay off the phone. It also said there was speeding and darting in and out but I work from home & my son is away at college. They are ripping everyone off and I refuse to pay 900 a month insurance.Business Response
Date: 11/21/2023
November 14, 2023
Attention: Dispute Resolution Team,
We are in receipt of your correspondence dated November 10, 2023, regarding a complaint filed by our policyholder. We have not included any personal identifying information in our response, as you requested.
After further review, we are voluntarily withdrawing the premium increase action for the upcoming renewal policy period. We reserve the right to take appropriate underwriting action, in compliance with our filed rating plan and with proper notice provided to the insured, on future renewals. Our insured will receive updated policy paperwork shortly.
We appreciate the opportunity to address our insured’s concerns. Should the Better Business Bureau require any further information or documentation for this file from GEICO, please contact ******* ***** at ###-###-#### or ******@geico.com.
Sincerely,
Manager
Initial Complaint
Date:10/31/2023
Type:Service or Repair IssuesStatus: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 am writing regarding the conversation I just had with one of Geico's supervisors on a cancelled policy. I don't believe I am at fault with the cancellation and asked her to put the policy back at the same price it was and I would make a payment. Not a single phone call, text, letter was sent to me. On top of that, the first representative confirmed that the messages were going to an email address that is not mine; the email on file is of a non-policy holder. The person dropped off a year ago, but somehow you guys have the account tied to him still. THis does not make sense. I pay all of my bills on time. Had I received the proper communication I would have acted appropriately at the right time. ***** (ID ****** was extremely rude and snarky on the phone, cutting me off and speaking over me even after I addressed that I did not appreciate that. She was not empathetic that I could be in an accident this evening with my children and would not be covered. In her responses to me one of the things she said is that I should've paid my bill like I need to pay my electric or water bill otherwise they cut you off. She was schooling me and I didn't appreciate that either. I know I need to pay my bills. She was insinuating that I am someone that does not pay her bills. I am appalled at the service I am receiving after being a customer with you for over 2 decades now. Please help me with this situation. Ultimately, it's really unfair that I have to pay $1000 more for a policy where the mishap occurred with the billing because I was not communicated to by Geico, neither of my bill or that my policy was going to be cancelled.Business Response
Date: 11/14/2023
November 13, 2023
Dear Dispute Resolution Team,
Thank you for your recent inquiry dated November 1, 2023. We have not included any personal identifying information in our response as the Better Business Bureau has requested.
Effective May 24, 2023, our insured’s policy renewed with a six-month premium of $2,035.90 and the following payment schedule was sent to our insured.Date Amount
May 24th, 2023 $693.52
June 24th, 2023 $344.34
July 24th, 2023 $344.34
August 24th, 2023 $344.34
September 24th, 2023 $344.36
We received the May payment on May 12, 2023, the June payment on June 2, 2023, and the July payment on July 31, 2023. Because the August payment was not received, on September 5, 2023, a cancellation notice was sent Post Office Receipt Secured (PORS) advising that $344.34 would be due by 12:01 a.m. on September 23, 2023, to avoid cancellation of the policy. Our records also indicate that a cancellation notice was emailed to the email address on file that we were provided by our insured. It is important to note that the email address is listed on the Declarations Page sent to our insured and we were not advised by our insured to update the email address.Due to non-payment of premium, this policy was canceled effective September 23, 2023. On October 31, 2023, our insured contacted us, and members of our management team spoke with her regarding this matter and provided the current options available. We can certainly restart the policy with a lapse in coverage, but we are unable to guarantee a prior rate. Our records do not indicate any errors on our behalf and we can confirm that our PORS notice was sent in compliance with our cancellation guidelines and provided our insured sufficient time to make the payment to avoid a lapse in coverage.
Upon receiving this complaint, a member of our customer relations team, ******* ******, attempted to contact our insured regarding her recent concerns. Rest assured; we strive for excellence and to make our communications process and customer satisfaction our top priorities. We consider this matter resolved and trust this information is sufficient to allow you to close your file. If additional information is needed, please contact *** ****** at ********@geico.com or ###-###-####. Her office hours are Monday through Friday, 7:30 a.m. to 3:30 p.m. EST.
Sincerely,
Director
Customer Service
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