ComplaintsforbiBerk, by Berkshire Hathaway

• Initial Complaint

  07/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased business liability insurance via BiBerk. When I placed the order, their system overwrote the location with the billing address. I called to correct this 4x. Each time I got a different answer as to what to do and how to fix it. Everything from its a system issue we can't fix to why I now needed a multilocation policy. After 15 days of trying to resolve this, I cancelled the Policy. I would now like what I paid refunded, because they put in the wrong address, I never met my Landlord requirements.

  

  Business response

  08/02/2024

  We are in receipt of the consumer’s complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between biBERK Insurance Services, Inc. and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of our Customer Service team communicated with the consumer directly via email on July 26, 2024. Please be advised, the Company properly investigated and addressed the issues in the complaint. Good faith efforts were made to resolve these concerns consistent with the Policy terms and conditions and applicable law. Our decision may not be the resolution the consumer requested; however, our decision stands and we consider this matter closed.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Account: #********** (* * * ******* Express) Workers Comp account with Biberk Business Insurance, i was contacted by a creditor of Biberk regarding a balance on my account after an audit back in 2023, the account was paid in full, 3147.00, on July 3rd 2024 a confirmation letter from the Attorney office showing there is 0.00 account. Case ******** created by Biberk on 7-10-24 with a 3 day turnaround time, where the letter was sent to, the case was closed out with no resolution, and the account still appearing with a balance of 247.00. Biberk has not rectify the issue. I spoke with customer service Nia who kept me on the phone for over an hour trying to get in touch with a manager on 7-19-24. Customer service was unable to get this resolved and never got a manager on the call. This matter continues to go unresolved by Biberk after providing the letter. they refuse to update the balance to 0.00, after I provided the payoff letter. Please assist. Thanks *******

  

  Business response

  08/01/2024

  We are in receipt of the consumer’s complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between biBERK Insurance Services, Inc. and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of our Collections team communicated with the consumer directly via phone on July 24, 2024. Please be advised we have reached a satisfactory resolution of this matter with the consumer.  

  Customer response

  08/01/2024

   
  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

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started a Worker's Comp policy (* *********** with biBerk on November 11th of 2023. In Feb of 2024 I was emailed stating my policy was canceled flat and re-instated an an extremely bloated rate. I called and was told it was due to an unreported open claim from our previous carrier, but no details could be given. I pulled a report from the previous insurance carrier (********) stating there was no such open claim. Due to the suspicious nature of the plan cancellation, I cancelled the policy with biBerk (on 2/09/24) and started a new policy with Progressive, which is still in effect with no issues. After the fact, biBerk is now saying I still owe $3,163 even though we were paid off in full. I have read similar complaints online from other former customers and feel this is a scam being perpetuated on the small business community.

  Customer response

  07/19/2024

  Hi,

  I am a real person and wrote the previous message manually. I did not use a template. The message I wrote was a detailing of my personal experience. I’m not sure why it was flagged but I assure you that I personally wrote the message yesterday while sitting on the computer in my office. Let me know if you need any further verification. I can send a copy of the most recent bill if need be. 

  

  Business response

  07/31/2024

  We are in receipt of the consumer’s complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between biBERK Insurance Services, Inc. and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of our Service team communicated with the consumer directly by email on July, 23, 2024. We are continuing to work with the consumer directly to resolve this matter.  

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have a commercial policy with Biberk. I called on June 26, 2024 to have a terminated employee taken off of our policy. Since then, I have made six phone calls, sent two or more emails including the requested info to them. They still have not taken the person off of the policy and continue to charge us. Every time I call they say underwriting is handling it, but apparently no one is handling it! It’s been 15 days already. We had the same problem before when we had to remove an employee. They were very polite and helpful when we started the policy, now I guess they just want the money. We also have a Workmen’s Comp. policy, which has been no problem that department has it together. The commercial policy side needs help!

  

  Business response

  07/19/2024

  We are in receipt of the consumer’s complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between biBERK Insurance Services, Inc., and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of our Customer Service team communicated with the consumer directly by email on July 15, 2024. We are continuing to work with the consumer directly to resolve this matter.

  Customer response

  07/24/2024

   
  Complaint: ********
  I am rejecting this response because:

  I have made multiple phone calls, and sent numerous emails. Also a handwritten letter by mail. This person (**** *****) no longer works for us, but yet you keep saying there has been an error and you continue to take money out of our account for this person! We would like him taken off our policy, and a refund to us for the amount since the first day I called on 6/26/24. 
  After a 23 minute phone call today,       (my 7th phone call) The person still says there has been an error and it’s going to be a while before it can be fixed. Apparently, you only cater to new customers starting a policy for the first time as you did with us which happened immediately. Please refund our money and take this driver off our policy!

  
  Sincerely,
  
  ****** *****

  

  Business response

  08/02/2024

  We are in receipt of the consumer’s complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between biBERK Insurance Services, Inc., and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of our Customer Service team communicated with the consumer directly by email on July 26, 2024. Please be advised we have reached a satisfactory resolution of this matter with the consumer. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company wasted my time, took my money and performed sloppy underwriting. I told them I did NOT want Roofing coverage for my contracting my business during the initial application process. Yet, they cancelled me because they said I do Roofing. I don't want Roofing coverage and even wrote that in the application. They have wasted my time and took my money.

  

  Business response

  07/05/2024

  We are in receipt of the consumer’s complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between biBERK Insurance Services, Inc., and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of our Customer Service team communicated with the consumer directly by email on June 26, 2024. Please be advised, the Company properly investigated and addressed the issues in the complaint. Good faith efforts were made to resolve these concerns consistent with the Policy terms and conditions and applicable law. Our decision may not be the resolution the consumer requested; however, our decision stands and we consider this matter closed.

  Customer response

  07/22/2024

  I am NOT going to pay for another companies Insurance that we use maybe one time a year. They are not employees. They are a separate subcontracted company that has there own Liabilty and Workers Comp Insurance. We also have a Hold Harmless Agreement on file. We are also listed as a Certificate Holder on there policy. Had BiBerk took the time needed to properly deal with a customer (being us) and not carelessly approved the application so they can take money they would have learned that. They need to "take a down a level" and stop accusing people of FRAUD. Fix your company ! Do your job ! Don't approve applications in 5 minutes. Refund the money you took. 

  

  Business response

  07/31/2024

  We are in receipt of the consumer’s rebuttal to the July 19, 2024, response. Although we cannot disclose specific details in a public response, a supervisor from the Customer Service team communicated with the consumer directly by email on July 17, 2024. Good faith efforts were made to resolve the consumer’s concerns consistent with the Policy terms and conditions and applicable law. Although our decision may not be the resolution the consumer requested, we properly investigated and addressed the issues in the complaint. Accordingly, we consider the matter closed regarding our decision. 

• Initial Complaint

  06/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In July 2023, I opened a small business workman's comp and professional liability policies with Biberk. My agency paid the policy as part of a contingency agreement working with my LLC. My contract and partnership ended in February 2024, so therefore I did not need the policies. As of April 2024 I have gotten repeated messages, emails, threatening notices from Biberks asking to send my payroll information, tax information and a number of high confidential materials to them. Today, I attempted to comply with this audit that seems to have not rhyme or reason (as I am no longer a policy holder), and I was told by a representative that 1. This is standard everyone gets audited when their policy ends 2. I could speak to and be transferred to an auditor (later was told they are not on today 3. Email my materials to premiumaudit@biberk. When I told her the portal/platform is not working she said it must be down today. However, on a previous call she told me log on and use the portal. I expressed how sensitive this material is and that emailing an unsecured email inbox makes me uncomfortable. I was told that the "audit" team would call me on June 24th? This is so confusing and unsettling. Why do we need to send personal income tax, payroll information and personal information after a policy ending with no outstanding balance? I would like help with having this company remove my name/contact from their list and to not reach out to me with escalated threatening language. The cost for the policies were quoted and paid upon with no issue since July 2023-May 2024. WHY now ask for all this information? How do I know how this will be used or stored?

  

  Business response

  07/03/2024

  We are in receipt of the consumer’s complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between biBerk Insurance Services, Inc. and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of our Audit team communicated with the consumer directly by email on June 28, 2024. The Company properly investigated and addressed the issues in the complaint. Good faith efforts were made to resolve these concerns consistent with the Policy terms and conditions and applicable law.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am VERY Irritated and Annoyed that I received a Notification of Non Renewal from this company today and first - it is Not Dated which is Very UnProfessional. I have had complaints with this company and notified them on Numerous occasions starting back in December 2023 when our company card was compromised. We are set up with them for Automatic Payments and ever since December 2023, there has been issues with our payments with this company. I went to their Website in December 2023 and put in our new card information for our company. Every since then, Every SINGLE MONTH -- There have been issues with the payment not going through. I have received numerous Insulting emails and Notifications via USPS about our Worker's Compensation Policy being Cancelled for Non Payment event though we are set up for AUTOMATIC Payments. I have sent numerous emails to Customer Service about my issues with our Payments Not Going through. I was told by Customer Service while on the phone with them that their SYSTEM DOES NOT RECOGNIZE PAYMENTS if My Company's Payment Falls on the Weekend. This is a PROBLEM OF THEIR COMPANY NOT MINE!!! Why would they continuously send me THREATENING LETTERS about CANCELLATION BECAUSE THEIR SOFTWARE DOES NOT Recognize OUR Automatic Payments? This is NOT MY Fault --- My ISSUE is --- FIX YOUR SOFTWARE. Annoyingly, I have had to go in and Manually send our payments for the Last 6 months because THEIR SOFTWARE is Not Working Properly. Do NOT SEND ME a Notification stating that our company will NOT BE RENEWED Because of POOR PAYMENT!!! NO SIR! We Have Paid Your Company A LOT OF MONEY SINCE 2021! You NOT going to drop our Company and say WE DID NOT PAY when it is not OUR FAULT! Oh -- we can ABSOLUTELY Find Another Insurance Company but You will NOT Tarnish Our Company Name by saying that we have POOR Payment Practices. FIX YOUR SYSTEM!!!!

  

  Business response

  06/28/2024

  We are in receipt of the consumer’s complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between biBERK Insurance Services, Inc. and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of our Service team communicated with the consumer directly by email on June 24, 2024. Please be advised, the Company properly investigated and addressed the issues in the complaint. Good faith efforts were made to resolve these concerns consistent with the Policy terms and conditions and applicable law. Our decision may not be the resolution the consumer requested; however, our decision stands and we consider this matter closed.

  Customer response

  07/01/2024

   
  Complaint: ********
  
  I am rejecting this response because: They continue to have the reason for Non-Renewing our Policy is due to our Late Payments and this is inaccurate and NOT true.   There has been an issue with their Billing Software processing our payments since December 2023.  We are set up for Automatic Payments and every single month since December 2023 - there has been an issue with our payment being processed.  For this company to say that OUR Company Did not Pay on Time is a Total Lie and they need to Fix that.  I have found another Insurance Company so we do not need them any more. 
  
  Sincerely,
  
  ****** *****

  

  Business response

  07/10/2024

  We are in receipt of the consumer’s rebuttal to our response. Although we cannot disclose specific details in a public response, we addressed the consumer’s concerns in our initial response to the complaint. Accordingly, we consider the matter closed regarding our decision.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sure, here's a revised version of your message: Subject: Very Disappointing Experience with biBERK Insurance Dear biBERK Customer Service, My name is ***** *******, and I am the owner of ***** ****** *** LLC. I recently became a new freight carrier and chose biBERK by Berkshire Hathaway for my freight and cargo insurance. Unfortunately, my experience with your company has been overwhelmingly disappointing. When I went online to start the process of getting insurance with your company, I faced numerous issues. I contacted one of your agents and kept receiving conflicting explanations about why the cargo insurance information wasn't sent to the FMCSA. I called four times, and each time I was assured it would be resent, but it never was. The last agent I spoke with stated that biBERK does not send that type of information to the FMCSA, which I believe to be incorrect. I was also told that brokers would not work with carriers who have less than a million dollars in policy coverage. Amidst all the confusion, I received an email asking if the quoted price was acceptable. I responded affirmatively, but later I was informed that my policy would be canceled. When I expressed my concerns, I was told that upgrading my policy would take time, which confused me because no other company operates this way. Additionally, your agents frequently hung up on me and reassured me that at least I had insurance, but why have insurance if I can't use it? I feel I was constantly stalled to prevent me from getting a refund. I was lied to and now biBERK is trying to charge me for another month of insurance that I haven't been able to use. I will be forwarding all calls and information to the authorities that manage your company. I will not be taken advantage of in this manner. I do not understand how your customer service agents can send customers back into the queue when they are on payroll. Sincerely, ***** *******

  

  Business response

  06/28/2024

  We are in receipt of the consumer’s complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between biBERK Insurance Services, Inc. and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of our Customer Service team communicated with the consumer directly via phone on June 26, 2024. Please be advised, the Company properly investigated and addressed the issues in the complaint. Good faith efforts were made to resolve these concerns consistent with the Policy terms and conditions and applicable law. Our decision may not be the resolution the consumer requested; however, our decision stands and we consider this matter closed.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Biberk is my business insurance. I was in a bad accident 5-23-24. I later found out the responsible party to the accident did not have insurance. Therefore, I contacted my insurance Biberk online and filed a claim. I been sending emails and phones call to the for almost a month to the adjuster and some else who who sent me a email claiming to be my adjuster. All this time my work truck is sitting at the shop waiting to be worked on, no adjuster. The body shop and I are calling each other every 2 or 3 days to see if the adjuster has mad some type of communication. On 6-18-2024 I gets a phone call stating that a independent adjuster would be going out. I also get a email debating on how many emails and phone calls I mad to the adjuster, as if one call wasn't enough. On 6-19-2024 the body shop calls a tell me the adjuster isn't here. I then calls him, he tell me he will be there a 10am. The body shop calls back at 10 min. to 11am, saying no adjuster and Mr. ****** Im going to have to leave cause today is a holiday and we are only working half day. I call the adjuster back and he has the nerve to hollar at me call me some name and tells me "I'LL GET THERE". I then tells him, "I don't give a **** if you go or not, you are the one who set the time, if you not goint then don't." He shows up a hour and 45 minutes late. This is the kind of service you get paying $1500 a month. And you can't speak with a supervior. I have emails and phone calls to back this up. ****** ****** should be a shame of the very unprofessional company. Ive been out of business for a month now (no truck) and I haven't even talked to anyone about my coverages with my policy, not statement, or anythimg. WOW!!!!

  

  Business response

  06/28/2024

  We are in receipt of the consumer’s complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between biBERK Insurance Services, Inc., and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of our Claims team communicated with the consumer directly by phone and email on June 28, 2024. Please be advised, we have not received a response from the consumer. However, we will work with the consumer directly to resolve this matter when the consumer responds. 

  Customer response

  07/03/2024

  As of yesterday they have finally sent a check ( well, thats what the email said) to have my truck fixed. I had a total of 4 adjusters email me on the same claim. The called ******** ********* was holding my check up saying she could't get a hold of me. This is not true. On Monday 1st in a 8 hours period I called her 8 times, left 8 messages, send 2 email and not once did I speak with her. As of today, I never spoke to ******** *********, but she hold my check to fix my truck. If it wasn't for ******** ****** I would still be without payment who went above and beyound cause it was her responsibility. My attorney will hadle it for here on. And I'm looking for new business insurance. They just wasn't there for the client.

  

  Business response

  07/12/2024

  biBERK Insurance Services, Inc., is in receipt of the consumer’s rebuttal to the June 28, 2024, response. Although we cannot disclose specific details in a public response, a member of the Claims team attempted to communicate with the consumer directly by phone and followed-up by email on July 10, 2024. Good faith efforts were made to resolve the consumer’s concerns consistent with the Policy terms and conditions and applicable law. Although our decision may not be the resolution the consumer requested, we properly investigated and addressed the issues in the complaint. Accordingly, we consider the matter closed regarding our decision. 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received an email stating my work comp policy was being cancelled due to failing to allow a loss control/safety inspection. I called and emailed numerous times (and I do mean numerous and explained that nobody had contacted me for an inspection and they said underwriting doesn't reorder them so we will be cancelled. I explained I completed the whole annual audit process so why would I take the time to do everything and then refuse an inspection. This is very frustrating and unprofessional because they would not tell me who tried to do the inspection and where they called or emailed us etc for it. Apparently they had no evidence of who tried to contact me and didn't care . All they would say is I'm sorry there is nothing we can do. I asked numerous times to speak to a manager or supervisor and they said they couldn't tell me anything more. Very frustrated with the way the handled me as a customer.

  

  Business response

  06/28/2024

  We are in receipt of the consumer’s complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between BiBERK Insurance Services, Inc. and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of our Customer Service team communicated with the consumer directly via phone and email on June 19, 2024. Please be advised, that the Company properly investigated and addressed the issues in the complaint. Good faith efforts were made to resolve these concerns consistent with the Policy terms and conditions and applicable law. Our decision may not be the resolution the consumer requested; however, our decision stands and we consider this matter closed.

*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. ↩