ComplaintsforHagerty Insurance Agency, Inc.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We filed a claim (Claim# MK23081627) with Hagerty in August 2023 and they said they mailed out an initial payment on 10/13/23 in the amount of $3,455.18 and a supplemental payment on 1/11/24 for $1,441.88. We received the supplemental payment, however, the initial payment never made it to us. I let Hagerty know on 1/18 that we never received that initial payment and we have yet to be reissued that check. When Hagerty sent a copy of the cashed check, we saw that it was deposited by an unknown person who fraudulently wrote our names on the check along with their name and e-deposited to a bank in ******** (we live in *********). I was told in January they were doing an investigation and the payment couldn't be reissued until the investigation was complete. I called and left voicemails & wrote emails asking for updates and wouldn't get a reply or call back until a week or sometimes weeks later. I was finally told on 4/9 to file a police report because they needed a police report# in order to send us affadavit paperwork. I filed a police report the following day with our local county sheriff's office and emailed Hagerty the police report#. On 4/23, fraud affadavit paperwork was finally emailed to us and it was signed, notarized and emailed back to their disbursement team on 4/29. I was told once their Disbursement team receives the completed Affidavit they would send to the bank so the bank can open their investigation into the stolen check. Additionally, I was told the investigation process can take up to 3-6 months and payment can not be reissued until the case has been closed. I asked Hagerty what they were investigating the 3 months prior (Jan-April) and never received a response on that. We paid the body shop on 2/20/24 for the repairs so we have been out that money since then. I don't understand why we are being told we have to wait potentially up until almost a year to get this check reissued (from the time we made them aware it was missing)?

  Business response

  05/14/2024

  We apologize for the delay in initiating this process. Currently, the matter is out of our hands as the bank and carrier are now required to investigate the circumstances surrounding the stolen check. We appreciate your patience and understanding as each party completes their required due diligence.

  Customer response

  05/22/2024

   
  Complaint: 21680996
  
  Tell me how we paid you for a service but we have to wait up to another 6 months before getting our claim check reissued? What was being investigated from January-April if the bank wasnt doing an investigation then? Your money never made it to us and was stolen in the same state it was mailed out of, which is a state we do not reside in. We deposited our supplemental check at our bank in *********. We filed a police report and signed affidavit forms. Shouldnt it be blatantly obvious it was not us? 

  *************************

  Business response

  06/20/2024

  Again, we apologize for the delay. The bank and carrier are required to investigate the circumstances surrounding the stolen check before reissuing funds. We appreciate your continued patience as their investigation continues.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I been a member for Hagerty and had coverage since 2022. Unfortunately had my classic car got stolen in September 2023 at **************. I did my investigation and found out that Casa Gran in ******* had a high vehicle theft. Hagerty keeps asking and prolonging the case. They are alway asking more and more information and now is asking my cell data like texts and calls. IM VERY UPSET AND ALSO MY WIFE SAID ARE THEY TRYING TO ACCUSE US OF SOMETHING!?!? IS IT BECAUSE WE ARE HISPANIC!!! Well if you do your investigation white peoples have more cars stolen than Hispanic and Im not trying to say anything do your investigation see for your self. So with this happening to us now 5 members of a different classic car club went to another Instance. Buyers beware this is not a reputable insurance. I will put all this info in their reviews also.. NOT AGREE ON TERMS I DONT UNDERSTAND IT

  Business response

  05/02/2024

  Were sorry to hear about your experience. We have reviewed your feedback with our Claims team, which has confirmed they are actively working to progress your claim. Additionally, at Hagerty, we pride ourselves on being an inclusive community where all are welcome, valued, and belong. Following a thorough review of the claim file we found no indication that the adjuster has treated your file any differently due to race or the area in which the claim occurred. If you need any additional assistance, please call us at ************. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was stolen 3/11/24. I contacted Hagerty after filing a police report. From there I was treated very poorly. They even repeatedly tried to get me to drop the claim if I had a problem with turning in info that had nothing to do with the vehicle getting stolen. I asked why would I file a claim to drop it. I had given all the requested information prior. Shortly I was told they would pull cell phone records and I said ok. But then they went to my neighbors asking personal information like what kind of person was I, about my finances, and what type work I did making them feel real uncomfortable. Then they went to my property without my knowledge or permission. ******* was the adjuster originally then it was outsourced to the gentleman. When I spoke to ******* about the issues with the secondary company it was like he didnt care and he wanted to debate all my concerns. I have 4 cars insured with them and they make me feel like Im the criminal to keep from paying the claim. I understand there is a job they must do but how they conduct business is very poorly and unprofessional. No one from Hagerty has since reached out to me. This experience makes me feel racially profiled due to my color and the area I live in. There has to be a better solution. Im just seeking help and to be treated fairly. My race and the area I live in should not have anything to do with that.

  Business response

  04/22/2024

  Were sorry to hear about your experience. We have reviewed your feedback with our Claim team, which has confirmed they are actively working to make progress on your claim. Additionally, at Hagerty, we pride ourselves on being an inclusive community where all are welcome, valued, and belong. Following a thorough review of the claim file we found no indication that the adjuster has treated your file any differently due to race or the area in which the claim occurred. If you need any additional assistance, please call us at ************.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My car was stolen 11/23/23, submitted a claim with Hagerty, provided all the proper documentation that they asked for. Going on 5 months and still no update on my claim. I would just like a real update.

  Business response

  04/17/2024

  Thank you for your feedback. We have relayed this information to our Claims team, and it is our understanding they were able to provide you with an update on the status of your claim.  If you need any additional assistance, please call us at ************.

  Customer response

  05/04/2024

   
  Complaint: 21548867
  
  I am rejecting this response because:
  I am unsatisfied with the services. The updates that were provided to me stated the same thing for weeks with no changes. 
  Sincerely,
  
  **************

  Business response

  05/09/2024

  We have reached out to our Claims team who is reviewing your file and will be reaching out to provide an update on the status of your claim. Again, we would like to apologize for any delay that youve experienced. If you need more help, please call us at ************. Thank you again for the opportunity to respond.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a Hagerty customer for 8 years and counting. I have four vehicles covered(originally five) and have been happy with the service ever since, i have had no complaintsor issues. My complaint lies in how my last experience went, when I tried to add another vehicle to my existing policy. I had decided to get a quote for my 2007 ******* Town Car because, I wanted better coverage for this car than what my regular auto insurance company was providing. Also, I have always treated this car as a collector car and it does not see much driving time, as it is just a summer pleasure cruiser for the weekends so, it does not makesenseto keep it on a standard auto policy. Long story short, I obtained a fair quote from Hagerty and decided to go ahead with the coverage. I had submitted the required photos of the car and a pro-rated ******** of $79 via credit card. I had gotten an acknowledge statement of processing and was to wait for about 48 hours for documents and slips. This is where I feel like I have *************. The next day, I get an blunt e-mail from my broker that this car does not qualify. How can I jump all the hoops that Hagerty asks for and then send money, to then be denied coverage? I have called Hagerty customer service and I am told that my car is not a collector car yet, I recently sold my 2011 **** Crown Vic that I had covered with Hagerty. That car was four years newer and less collectable than the *******. Research on the web will show how collectable these cars are and that they are harder to find. So, all I am asking is to just follow through with coverages as outlined in my quote and I will be happy to pay the premium as requested. Also, after reading reviews on the BBB website. I can't accept responses along the lines of "we are continously working on our online services" and what not.

  Business response

  01/22/2024

  Thank you for your feedback.We have relayed this information to our service team to work with you in resolving this matter. If you need additional assistance, please call us at ************.

  Customer response

  01/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  POLICY NUMBER 9N59564 AFTER RECEIVING MY BILL AND ATTEMPTING TO PAY FOR THE ******* SUDDENLY GIVEN A MADE-UP BIZARRE SCENARIO BY PERSONNEL...IT WAS... THAT I NOW, AFTER FIVE ***** OF PAYING FOR COVERAGE .FOR 2 CARS.. NEED ADDITIONAL COVERAGE BY "ANOTHER INSURANCE" COMPANY TO BE INSURED BY *****************???! This came AFTER I REQUESTED THE CORRECTED DESCRIPTION OF MY VEHICLE A **** ********** (NOT ****) ******** HAD MY VEHICLE ID ON FILE) SUFFICE IT TO SAY, WITHOUT ANY PROPER NOTIFICATION OR CHANGE OF POLICY... i HAVE BEEN FRAUDUNATELY PAYING FOR ....NOW DENIED COVERAGE AFTER FIVE *****... OVER THE PHONE...NO PAPERWORK...OR PREVIOUS EXPLANATION AFTER ONLY REQUESTING THE **** OF THE WRONG DESCRIPTION BE CORRECTED ON MY CURRENT CARD!!. ... iI WOULD HAVE PAID AUTOMATICALLY FOR **** IF I HAD NOT REQUESTED THE CORRECTION!!!!! AND BEEN UNDER THE ASSUMPTION THAT I HAD COVERAGE... WITH THE WRONG DESCRIPTION OF MY CAR A **** ******** LISTED AS ****!!!! A CAR NEVER MANUFACTURED BY ********/ i NEED A REFUND FOR THE ***** I PAID FOR THIS COVERAGE ON THIS CAR AS WELL AS AN EXPLANATION FOR THIS REPREHENSIBLE EXPLANATION THAT APPEARS TO BE FRAUD.

  Business response

  01/09/2024

  Thank you for your feedback.We have relayed this information to our service team, and it is our understanding they were able to assist you with resolving this matter. If you need additional assistance, please call us at ************.

  Customer response

  01/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I insured a car with HAGERTY Auto Insurance in July, 2023. The vehicle turned out to have **************** problems and it was donated on November 7, 2023. The premium was $271 and I was told there would be NO refund, pro-rated or otherwise. Hagerty Insurance has proved themselves to be ethically challenged, and a"bait and switch" company. Shame on them.

  Business response

  11/21/2023

  Thank you for your feedback. We see that an Automotive Enthusiast Advisor has discussed the billing details related to the removal of the vehicle and your loss of the multi-vehicle discount. 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have spent dozens of hours trying to get reimbursement for my toe which occurred September 23, 2023. I've sent at least 20 emails and made at least 15 phone calls. They supposedly sent a check for $110, after correction them several times for $100. They kept thinking it was $100 but the bill was 110. They keep moving the goalposts and keep extending the time at which the check should arrive. Every time I emailed they select a new date and extended by seven days. I am tired of waiting it has been over six weeks and it is ridiculous I've spent this much effort trying to get a reimbursement for something I paid for for a supposedly good company. I emailed that I had not received the item several days ago now they do not respond to emails they are always confused when I call they don't know where to send me and they don't seem to know how to fix it. I am absolutely tired of dealing with this problem and it needs fixed now. I want $110 refunded for the tow sent within 24 hours to me. I also want the same amount, $110 for dealing with this BS over and over and over again. It is ridiculous and should be embarrassing. Total $220 US.

  Business response

  11/08/2023

  We are sorry to hear about your poor experience. Feedback like yours is how we learn and improve.?We work hard to keep all drivers behind the wheel and save driving for future generations. We have confirmed that a check has been re-issued per your request.

  Customer response

  11/08/2023

   
  Complaint: 20811274
  
  I am rejecting this response because:
  

  You did nothing more than issue a stock response. I would have expected more from your company. You saw what I requested, you make no changes in your process. You have no understanding nor appreciation of the amount of work I had to put in to getting my reimbursement. You made no comment about the additional money requested. If all you can do is if you can't responses., you are officially the worst company I've ever dealt with.

  
  Sincerely,
  
  BenGraef

  Business response

  11/15/2023

  We have confirmed the check has been re-issued. Any additional information will be communicated via the state DOI per the formal complaint you submitted.

  Customer response

  11/28/2023

   
  Complaint: 20811274
  
  I am rejecting this response because:

   

  See previous replies.
  
  Sincerely,
  
  ***************************

  Business response

  01/05/2024

  If you have any additional information please provide it to us at your earliest convenience. Otherwise, we are considering this matter closed.

  Customer response

  01/08/2024

   
  Complaint: 20811274
  
  I am rejecting this response because:
  
  Sincerely,
  Still have not been compensated for my time and efforts. See previous 3 responses where business has been notified and failed.
  ***************************

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been insured by the complainant for approx 7 years. I filed a claim in December ****************************** transit to multiple vehicles. During the past 10 months, I have been ignored, lost in the system and stonewalled. The company at hand takes weeks, or in the first case, months to respond, and with each response is another demand for random paperwork. I have paid the premiums, provided multiple estimates, and a miriade of additional information. We now sit at 1o months with no resolution. I have asked for the claim to be honoured, or dismissed, then it can go to litigation, but again, nothing for 2 weeks. again.I have not uploaded documentation as there is simply too much, and its so varied, without all of it, it might not make sense.

  Business response

  11/09/2023

  We are sorry to hear about your experience and thank you for reaching out. Our leadership team is reviewing your file and your noted concerns, and will respond accordingly.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was billed an amount of ******. Which I upon receipt. I paid then I discover that I was being charged for. Work Loss, which I didnt ever want. I request to remove it. Then I billed for *****. This time they said that I didnt sent the proof of insurance, my health insurance, I have been on ******** for many years. In which I did several times, they claim I sent it to the wrong address. Which was one of their addresss. I was sending it to the payment address, why was to given to the correct person that handles that. They should have refunded the difference that I dropped work loss. No, they said that owe the another *****. I have been with them the previous year. People dont get off ******** unless, they die, or get extremely wealth. Someone is extremely on trustworthy.

  Business response

  11/07/2023

  We are sorry to hear about your experience. Unfortunately, state law requires us to obtain proof of qualified health coverage for every renewal period. We have reviewed all rating and billing information and have confirmed the correct amounts have been charged. Thank you for the opportunity to respond. 

*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. ↩