ComplaintsforPolicygenius Inc.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  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,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  12/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  PolicyGenius and individuals dba PolicyGenius solicited and violated the telephone consumer protection act by calling me about a life insurance policy that I did not authorize or sign up for several times after calling me a different name and enrolling me in their contact database which is on the do not call list

  Business response

  12/28/2023

  Hi ******,

  I first want to thank you for bringing this to our attention, and also wanted to say that we're very sorry for any inconvenience this may have caused. 

  What appears to have happened in this instance was that another one of our clients created an account for themselves because they were looking for coverage and mistyped their phone number and inadvertently put your phone number instead of theirs.  I have since deleted your number from their account, and placed your number on our do not call list, so you will not be receiving any other communications from us.

  If we can assist at any point in the future, please reach out.

  Customer response

  01/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

    

  I have suffered damages to my time and would like to be monetarily compensated for the violation of the Telephone Consumer Protection Act and Policygenius abusing my personally identifiable information for fraudulent purposes. I do not appreciate being harassed and called a name other than who I am.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  01/26/2024

  Hi ******,

  Thank you again for providing your initial feedback.

  Upon completing our review of the situation, it was found that another customer had accidentally input your telephone number instead of their own when they created their profile with us, which was the cause of the initial contact to you. 

  However, once we connected with you and learned of the mistake, we immediately removed your number from that account as well as added you to our do not call list.  We have not reached out to you since we've done so

  Best,

  The Policygenius Team

  Customer response

  02/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   The company has not shut down

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was researching a new insurance policy, and started the process of initiating an account with **********************. I was uncomfortable with some of the questions, and wanted to look further into their reputation and data retention policies before continuing the process. I specifically selected "do not call me", intending to return to the website when I was ready.Since then, they call multiple times a day and hang up when I answer. If I don't answer, they leave a message to call the toll free ***** number. I blocked the policygenius phone number and they started calling with local area codes instead to bypass my block.I logged in. There is no place to ask them to cease contact. This is absolutely ridiculous. I want them to cease all contact. I will not now or in the future do business with policygenius.

  Business response

  09/06/2023

  Hi *****,
  
  
  We are unable to locate a profile associated with the email and phone number you provided with your Better Business Bureau statement. Please advise if you used an alternative email and phone number for your Policygenius profile. We want to ensure that your phone number and email are appropriately removed so you no longer receive calls and emails from Policygenius moving forward.
  
  
  
  
  Thanks,
  The Policygenius team

  Customer response

  09/07/2023

  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.
  
  I reached out to the privacy department of the business, and they were able to delete my account information (which is likely why they cannot ***********).  The calls and e-mails have stopped.  I don't appreciate the practice in general of spoofing phone numbers to get around a block, but I have no further issue with this company.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  08/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I reached out to ************* (insurance agent) exploring a life insurance policy. I was provided quotes & decided to explore my options with *** Corebridge. A medical exam was scheduled for me before being provided with my underwritten insurance policy. After my medical exam on 07/21/2023 I was provided with my insurance policy on 08/01/2023 via email by *** Corebridge saying your *** life insurance policy has been approved. please sign, as your life insurance policy does not go into effect until you have reviewed and signed it. As of 08/17/2023, I have not reviewed or signed that life insurance policy. ************* activated my life insurance policy without my review or signature on the policy, and provided *** corebridge with my bank account information to charge me for the life insurance policy on 08/02/2023. My issue is that ************* employees continually reassured me that I would not be signing up for life insurance - that I am exploring my options & that the policy will be finalized once I review and sign the policy. I do not understand how it is possible that they activated my life insurance policy on my behalf without my review, signature, or permission to do so.

  Business response

  08/18/2023

  Hello *******, 

  I'm sorry that our service fell short of your expectations. Thank you for sharing your thoughts - we're continually working to improve our processes, so comments like yours are a big help to understand where we can focus our efforts. We have currently looped in our legal team to take a look at your case and offer a response to your resent email. At this time, we can confirm there is no way for your policy to be activated without your consent and signature. A thorough look into your case will be made. 

  We're available at ************ if you'd like to talk more about this. 

  Best,

  The Policygenius Team

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been harassed by employees of this business ever since I chose to purchase a policy from another company instead of them a few months ago. They call me on my personal phone number and hang up when I tell them my name. When I call back, it goes to an automated greeting for Policy Genius. They last called me this afternoon from ************. Whenever I block a number they call me from a different one.

  Business response

  04/18/2023

  I apologize that our outreach felt over-the-top. We're constantly re-assessing how and when we contact our clients, and feedback like yours is crucial to help us improve. If you'd like to share additional feedback, please call us at ************. 

  Best,

  Policygenius

  Customer response

  04/19/2023

  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

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Around 12/1/2022 I contacted PolicyGenius in order to to find the best quotes for a new homeowner policy and to transfer my auto insurance. The new carrier was chosen, and my homeowner's policy went into effect on 12/1/2022, my auto insurance was set to be effective on 1/3/23. As of 1/10/2023, only my homeowner's policy is present with the new carrier. When I contacted the new carrier directly, they claim they have no auto insurance on file for me. I have contacted PolicyGenius about this issue, and they claim that both homeowner's and auto insurance policies went into effect on the date requested. When I confronted them about the auto policy issue, I have not gotten a response. I have attempted to contact by phone, email and chat.

  Business response

  01/13/2023

  Hi ****, please accept our sincere apologies for your experience at Policygenius. We pride ourselves on providing excellent customer service and fell short of our own standards for you. We appreciate you sharing your experience and have shared your feedback with our management team. We've reached out to you directly to resolve your concerns. 
  
  

  Customer response

  01/17/2023

  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

  12/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  As an initial matter, I used PolicyGenius to *********************. I sought out life insurance, they helped me obtain life insurance, and have no complaints about that. What I do have a problem with is they text frequently, including just now at 8 am on freaking Sunday, trying to sell me additional insurance I never asked for or inquired about. What is particularly bothersome is, unlike most companies who use texts, there is no instruction/option to text "STOP" receiving the text messages. I would not use this company had I known how aggressive/annoying they would be in trying to sell me insurance I didn't ask for. And frankly, won't use them in the future for obtaining any insurance.

  Business response

  12/13/2022

  I appreciate you taking the time to share this feedback, your feedback is a helpful way for us to see where we can improve our processes. We've gone ahead and unsubscribed you from receiving text messages and emails, if at any point in time you need our assistance please do not hesitate to reach out to us at ************. Thank you again for the valuable feedback.

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my truck insurance from Policygenuis and they state that a refund has been issued. I have not received the refund. They cant tell me how it was issued so I do not think I have been refunded. I need to cancel my home insurance and the phone number for them just hangs up on you. No answers to emails or messages on the dashboard. There is no way to get any service from them.

  Business response

  11/10/2022

  We apologize for any delay in responding to this customers messages. We strive to respond to messages as soon as possible and do our best to respond to  all customers within  ***** hours even when volumes are higher than expected. We will be using this  feedback to improve our response time going forward.   We have also worked with this customer to resolve her complaint regarding the refund directly.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I completed an on-line inquiry and received dozens of phone calls. One caller, in particular, with a "No Caller ID" called over 10 times in a row. I usually don't answer those phone calls but I needed to tell them to stop calling. When I finally answered the man said "stay off the internet you dumb *****." He proceeded to call several more times. I answered again and he said the same thing. I asked who he worked for he said Policygenius. I called policy genius who sent me an email saying my on-line inquiry had been closed. However, I feel like people must be warned that this company employs someone who would make calls like that. That man should be fired.

  Business response

  10/24/2022

  Thank you for raising this to our attention.  As an initial matter, the caller referenced in your complaint is not associated with Policygenius. Policygenius maintains detailed records of all communications with its customers.  We carefully reviewed your file and can confirm that all outbound calls placed by Policygenius were made from lines with caller IDs identifying Policygenius as the caller.  Furthermore, our records indicate that we were unable to connect with you on any outbound call. The only call on which you spoke with Policygenius was the inbound call that you placed to us on October 18, 2022 at 11:38am. We are concerned by these calls falsely attributed to Policygenius and would like to investigate further. We would greatly appreciate it if you could provide us with the phone numbers that placed each of the no-caller-ID calls and the dates of such calls. While Policygenius was not associated with the aforementioned caller, Policygenius did place 14 outbound calls to you over the three-and-a-half weeks between September 17th and October 12th. As previously noted, we were unable to connect with you we therefore tried to reach you every few days.  We apologize if this seemed too frequent weve shared your feedback with management to help us improve the cadence of outbound phone calls. 

*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. ↩