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Business Profile

Insurance Services Office

Policygenius Inc.
BBB accredited business seal
BBB Accredited BusinessA-Rated by BBB

Complaints

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

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Policygenius Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 22 total complaints in the last 3 years.
    • 8 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/06/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 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

      Date: 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 Answer

      Date: 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

      Date:08/17/2023

      Type:Order Issues
      Status:
      Answered
      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 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

      Date: 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

      Date:03/30/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 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

      Date: 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 Answer

      Date: 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

      Date:01/10/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      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

      Date: 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 Answer

      Date: 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

      Date:12/12/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      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

      Date: 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

      Date:11/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 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

      Date: 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

      Date:10/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 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

      Date: 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. 

    • Initial Complaint

      Date:09/27/2022

      Type:Product Issues
      Status:
      Answered
      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.
      February 25, 2022 I purchased a homeowner's insurance through them that cost $796.I canceled the purchase of the house as I was transferred to another location in *******.I informed them of this and requested my refund as I canceled the policy. They have yet to send me my refund. All my calls and messages on their 'secured' platform go unanswered.The policy # is ********* and was through Progressive.Agent code: ****** The address on the house I was purchasing is: **************************************************************

      Business Response

      Date: 09/29/2022

      Policygenius strives to provide each customer with a seamless process and holds itself to high customer service standards. We acknowledge and regret that this was not demonstrated for this customer. We've partnered with the carrier and are working with customer to resolve this customer's complaint directly. 

    • Initial Complaint

      Date:06/10/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Policy Genius failed to provide the notice, which they had me sign and assured me would be taken care of, to my previous homeowner's insurance provider. This has caused the payment to be taken from my escrow and now I have to wait 30 days to receive the refund. In the meantime, there is not enough funds in my mortgage escrow to cover the additional payment that will be coming out for the new policy. I have had to unexepectedly deposit money out of pocket to avoid issues/penalites. I have been calling and emailing Policy Genius for 4 days and there is NO RESPONSE. Their number goes straight to voicemail and no one has returned my messages or emails.

      Business Response

      Date: 06/13/2022

      Policygenius strives to provide each customer with a seamless process to purchase insurance and holds itself to high customer service standards. We acknowledge and regret that this was not demonstrated for this customer. We've partnered with the carrier and are actively working with this customer to resolve this customer's complaint directly.

    • Initial Complaint

      Date:06/10/2022

      Type:Order Issues
      Status:
      Resolved
      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 trying to cancel a ************** policy, but Policygenius has been unresponsive by phone or email for the past four days.The insurance company is referring me to Policygenius, but I cannot cancel the policy, since there is no response.I request that Policygenius cancel by home insurance immediately. Thank you!

      Business Response

      Date: 06/13/2022

      Policygenius strives to provide each customer with a seamless process to purchase insurance and holds itself to high customer service standards. We acknowledge and regret that this was not demonstrated for this customer. We've worked with this customer to resolve this customer's complaint directly.

      Customer Answer

      Date: 06/21/2022

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



       

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