Complaints

This profile includes complaints for Policygenius Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Policygenius Inc.

  32 Old Slip 30th Floor New York City, NY 10005

  
• 

  Policygenius Inc.

  PO Box 758648 Topeka, KS 66675-8645

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:04/11/2025

  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.

  On March 31, I sent an inquiry through the online message portal to change my homeowners insurance deductible coverage and dwelling cost. I am unable to change it online through Nationwide and if I call Nationwide they direct me back to Policygenius. Policygenius responded on April 3 with an automated email that they received my email and to reply back if I needed help. i responded immediately and then followed up a few days later. A week later and no response I reached out again. Someone responded that they would get back to me. I tried calling the number but cant get a hold of a person and just get routed to voicemail or directed to send an email. I informed them today I would be filing a complaint with the BBB. My new deductible would significantly reduce my annual premium from $11,958 to $4,500.

  Business Response

  Date: 04/24/2025

  Hello ******,
  
  We sincerely apologize for the delay in response. Insurance companies use the homes replacement cost to determine the amount needed to rebuild in the event of a loss. This amount is based on current construction costs rather than the market value or purchase price of the home. ********** has estimated the replacement cost of your home to be $898,461 based on the details in the attached report.
  
  To ensure you are fully protected, insurers require that the dwelling coverage is no less than 100% of the replacement cost. We understand this may seem like a higher amount than expected, but it is designed to make sure you are not left with a financial burden if an unexpected loss occurs. If anything in the attached report is inaccurate, please let us know and we will have them corrected. 
  
  We were able to quote the all perils and wind & hail deductibles at 5% of the dwelling coverage. Doing so will reduce the premium by $4,963.65. Please let us know if you would like to proceed with the deductible updates or if any changes are needed regarding the replacement cost estimate report.
  
  Best,
  The Policygenius Team
  
  
  
  

• Initial Complaint

  Date:04/09/2025

  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.

  I used Policy Genius as my insurance broker to get Home, Auto, and ******************* I am changing providers, and I cannot get anyone from Policy Genius to set my policy to not renew through them. They do not answer phone calls, and instead direct you to send a message via their website.I have sent multiple messages, and am not receiving any replies.

  Customer Answer

  Date: 04/17/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:04/06/2025

  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.

  There is an issue with my ********************* Billing which is serviced through Policy Genius and the provider is **********. Policy # ************* I paid my homeowner's Insurance for this year; however, I'm getting billed again through Nationwide.I am unable to reach Policy Genius and Nationwide customer support. I sent a message using ********************** messaging service starting on 4/2, have not heard back and when I try to follow-up via messaging service, I receive an error message and can't submit any new messages. I tried calling PolicyGenius support number ************** but get a recording that says I will receive a text message to set-up an appointment with a customer service **** I never received a text message. Also tried calling Nationwide but I'm automatically routed back to PolicyGenius via their automated system.

  Business Response

  Date: 04/09/2025

  Hello *****,
  
  Thank you for providing your feedback and the details of your concern. We apologize for any delay in responding to your billing inquiries. 
  
  We have reached out to your insurance company for additional information. A Policygenius representative will be reaching out to you directly to provide the details. 
  Thank you for giving us the opportunity to resolve this issue on your behalf. 
  
  Best,
  ****** ******

  Customer Answer

  Date: 04/15/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:03/28/2025

  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.

  On February 27, 2025, I emailed ************************************* to have a vehicle removed from my policy. This is the only way I have to contact Policygenius, and they have worked with me via this email in the past. I cannot contact my insurance company directly as they simply refer me to Policygenius (my agent). I heard no response. I emailed again on March 11th. No response. I emailed again on March 18th that I needed an additional vehicle to be removed from my policy. No response. On March 19th I emailed again with no response. It has now been 27 days with no response from Policygenius. I have also tried to call their phone number and left a voicemail with no callback or response. On March 19th, I was charged the monthly payment of $261.95. This rate should have been much lower with both of those vehicles removed and I had asked for them to be removed before my next payment. I still have not heard from Policygenius and have no way to get these vehicles off of my policy or even cancel my policy. I would like to be reimbursed the additional amount that I paid for those two vehicles (should be around $100) and I would like to have my policy with them cancelled effective April 15th.

  Business Response

  Date: 04/09/2025

  Hello ******,
  
  Thank you for taking the time to provide feedback regarding your recent experience with Policygenius. We appreciate you giving us the opportunity to address your concerns and remedy the situation. We apologize for any inconvenience you may have experienced. 
  
  We reviewed your case and it appears that you reached out to us via a general inbox rather than your dedicated profile. However, once you requested an appointment one of our agents tried to reach you by phone and the calls went straight to voicemail. The agent then followed up by email and was able to assist you with backdating the removal of your vehicles. The agent also followed up to verify that they were able to process the change. 
  Your insurance company has verified that the billing amount you mention in your complaint was the amount prior to the system updating after processing the backdated removal of two of your vehicles. The policy billing now reflects the updated monthly payment. 
  
  An agent will reach out to you directly to provide documentation showing the updated policy information. We are also happy to assist you with additional policy questions or general concerns. We hope this information provides clarity and peace of mind.
  
  Best, 
  ****** ******
  
  

• Initial Complaint

  Date:12/18/2024

  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 took out a Nationwide landlord home insurance policy for my rental property in **********, ** through PolicyGenius. I have sold the house more than 10 days ago and communicated multiple times with PolicyGenius over the last ********************************************************* a prorated refund. After multiple messages over secure chat and waiting for several days, they did confirm that they are cancelling my policy and will send me a refund in 3-5 business days. It has been more than 3-5 business days but the policy is still active and I haven't received any refund. There customer service number is practically non-existent coz each of the several times I called them they never get off the automated prompts and eventually ask to send a secure message. ********** is no better, their customer service line also transfers to the PolicyGenius customer service phone line and the vicious circle continues. I have spent so much time trying to get the policy cancelled and get a refund with no success. Do our time and mental peace has no value? I would never utilize or recommend PolicyGenius or Nationwide to anyone ever.

  Business Response

  Date: 12/19/2024

  Hello ******, 
  Thank you for reaching out regarding your recent cancellation request. We apologize for the inconvenience you experienced during the cancellation process. We value your feedback and take our clients' concerns seriously. 
  Thank you for bringing this concern to our attention. Your feedback will be shared with the appropriate managers for quality and training purposes. 

  After careful review we see that you put in the request to cancel on 12/9/2024. Our agent responded to your request on 12/10/2024 and provided a cancellation request form for you to sign and date. The agent  submitted the request to cancel your policy on 12/10/2024, unfortunately the request was not bound and issued at this time. 

  We followed up with Nationwide for refund information. Your cancellation was processed on 12/17/2024 effective for 12/6/2024. ********** has issued a refund for the unearned premium. Insurance companies calculate refunds based on earned premium (number of days coverage is provided).

  Nationwide advised that your refund was issued today. Per their refund policy you will receive an email with instructions on how to accept a digital transaction for your refund. After 7 days if no action is taken Nationwide will issue a paper check. 

  One of our agents will also reach out to you directly to further assist. 
  
  Best,
  ****** ******
  

  
  

• Initial Complaint

  Date:10/28/2024

  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.

  Tried to create an account with this business, but multiple steps and email verifications failed with error messages. Thought it was a site issues so waited a couple of days and tried again with same results. I simply want my information removed from their systems to avoid spam and advertising or third party sharing of my private information. Since I could not verify or confirm such settings with a valid account.- Final verification email from Policygenius on Sep 11, 2024, 6:23PM - Emailed ******************************* requesting removal of my information and confirmation when done - Sep 11, 2024, 6:25PM - no response, second email on Fri, Sep 20, 12:40PM - third email request on Sep 23, 2024, 6:15PM - final notice email on Oct 22, 2024, 6:25PM

  Business Response

  Date: 11/11/2024

  Good Afternoon ********,

  Thank you for bringing this to our attention.  We want to confirm that we have already deleted your account as per your request, and we sincerely apologize for not notifying you about this action sooner.  If you need any further assistance or have additional concerns, please dont hesitate to reach out. Were here to help.

  Best,
  The Policygenius Team.

  Customer Answer

  Date: 11/18/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******** ******
  
  
  
   
  
  

• Initial Complaint

  Date:09/04/2024

  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.

  My husband and I applied for life insurance three months ago. Since then we have had emailed questions every few weeks asking the same things we have answered three or four times and it never proceeds. We wait and get another email again asking about information we have already given. They have wasted tons of our time and have still not proceeded in either denying us or providing coverage. They finally asked us today how much coverage we want. They said they could not proceed until we answered this, but this is one of the first questions they asked in the application. They misrepresented the process suggesting on the phone in the initial consultation that the whole process would take four to six weeks and that they had asked all the questions and we would just need medical tests. But they have just kept coming back and asking the same questions and it is over 3 months now.

  Business Response

  Date: 09/06/2024

  Hi *****,
  
  At Policygenius we strive to provide the most accurate and efficient insurance buying experience. We apologize that we did not provide this experience in your case. 
  
  Thank you for bringing your concerns to our attention. I sincerely apologize for the delays and repeated requests you've experienced during the application process. We've looked into the issues and will pass your feedback to our teams to prevent further repetition.
  
  As requested, your life insurance application has been closed. We apologize again for the delays and any inconvenience caused.
  
  If you have any questions or decide to reopen your application in the future, please dont hesitate to reach out. We appreciate your time and understanding.
  
  Best,
  Policygenius
  **************

• Initial Complaint

  Date:08/22/2024

  Type:Billing 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 used Policygenius (life insurance) in the past and have had no issues up until now. A few days ago, I began looking at options for auto and home insurance. I received an attractive auto insurance quote and decided to take action on it. The payment stated that it would be $740 if paid in full or $780 if paid in installments. I opted to pay the amount in full by credit card and was incorrectly charged $780. When I reached out to Policygenius to ask if I could be refunded the $40 the answer was "no". There appears to be no recourse. It's not crystal clear to me whether the party at fault here is Policygenius or the insurer (Progressive) and the overall rate is still good, but there was definitely an element of bait and switch on this particular transaction.

  Business Response

  Date: 08/27/2024

  Hello ******,

  Thank you for providing the details of your Policygenius experience.  At Policygenius we strive to provide the most accurate and efficient insurance buying experience. We apologize that we did not provide this experience in your case.

  We have escalated the case with Progressive and submitted the quote and policy documents for their review. Once we hear back from Progressive, an agent will reach out to you directly to assist further.

  Best,

  *****

  The Policygenius team

• Initial Complaint

  Date:06/06/2024

  Type:Sales and Advertising 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.

  Policygenius created a homeowners and auto policy for my family, set up by monthly auto-pay. However, Policygenius made several mistakes with our autopay, resulting in having to call them multiple times to get the autopay working and missing several payments. Then, when the policy was up for renewal, Policygenius made an unauthorized change to our policy, resulting in losing a policy discount and causing the cost of homeowners insurance to go up. We tried to contact Policygenius but had difficulty contacting someone by phone. There was a long wait when calling the phone number, and often, the line would hang up. They would email us back, but the issue was not being resolved quickly enough as our policy was set to renew in a few days, and we only found out about the unauthorized change by calling the insurance company directly. Finally, we just switched to another local agent who created a new policy for us and resolved all these issues quickly. However, we would also like to switch our other insurance policies to this new local agent. The new local agent said this is only something Policygenius can do. However, Policygenius is stating they cannot process this change and should contact our new local agent. We are inclined to believe our new agent, as she resolved the issues with our policy that Policygenius caused.

  Business Response

  Date: 06/17/2024

  Hello ****,

  Thank you for providing the details of your Policygenius experience.  At Policygenius we strive to provide the most accurate and efficient insurance buying experience. We apologize that we did not provide this experience in your case.

  We reviewed your case thoroughly in order to better understand the billing issues you experienced with the Allstate home policy.  We acknowledge that autopay was not set up correctly and sincerely apologize for the frustration and inconvenience that this caused. We have shared the feedback with Leadership for quality and training purposes.

  We also wanted to provide you with some additional clarification on your request to transfer the agent of record. The procedure to transfer an agent of record can vary by insurance company and State regulations.  Per your request, on 6/4/2024 our agent reached out to Allstate regarding the transfer of agent and was advised that your new agent would need to submit a request. We then received an email from you on 6/6/2024 letting us know that you spoke to Allstate who advised you that they had received your request and it was being processed.

  We were not aware that Allstate did not process your request until we were notified in your BBB Complaint. We have reached out to Allstate to confirm how we can best process your Agent Transfer request. At this time Allstate verified that your current agent needs to submit the request directly with Allstate by submitting what is called a WSR request. They can also call **************.

  Best,
  The Policygenius Team

  Customer Answer

  Date: 06/18/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair 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.

  Horrible experience. I started an application for ************** over 4 weeks ago. The plan I was trying to get was a one that didnt make you prove health. But the company asked me a host of health related questions anyway so I obliged and answered them honestly. About a week go by and now they want all my medical records from my primary care. The problem with that is he is no longer at the medical group that I used any longer. They have been bought out (compass medical) and the doctor is now at a new group and was not able to take with him any of the patients medical records. I tried getting them but wasnt able to. I did provide them with the lab report of my latest blood work as well as access to my therapist that prescribes 2 different meds to me but that wasnt good enough. I get a call today by a rep from policy genius saying there is nothing they can do, I would simply have to re apply for a policy that WILL make me prove health. This is very misleading and disappointing. Not to mention a huge waste of my time for 5 weeks now. This Policy Genius is a bunch of amateurs and provided me with horrible service and mislead me. Go elsewhere. Trust me.

  Customer Answer

  Date: 01/05/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************