Complaints

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

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• 

  CoverWallet, Inc.

  100 Ave. of the Americas, Floor 16 New York, NY 10013-1689

  
• 

  CoverWallet, Inc.

  412 Linden Ave. Rochester, NY 14625

• 

  CoverWallet, Inc.

  1 Liberty Plz Ste 3201 New York, NY 10006-1404

  

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:07/12/2023

  Type:Order 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.

  Had CoverWallet for about more than a year. 2023 they ran an audit and nearly tripled my insurance rate without reasonable explanation, thereafter kept having their finance department keep charging me random bills. I requested to cancel and asked information about a refund, they kept saying i had to cancel first then they would provide the information. Two months later, I have countlessly asked for assistance, managers, get passed around to people who do know how to do their jobs but great at avoiding simple questions. I am still awaiting for my refund request as clearly calling and emailing isnt working. ** it is super easy to sign up with them, god forbid you cancel or worse, actually file a claim. I have no idea why this company has an A rating for the lack of customer support. Please do not sign up with these people, really not worth the energy trying to get a hold of someone capable of getting something accomplished.

  

  Business Response

  Date: 07/12/2023

  Thank you for your feedback and I'm sorry you had a bad experience with CoverWallet. Our ****************** team will be reaching out to you shortly.  If you should have any other questions or comments, please reach out to the Feedback team at *********************************. 

  Customer Answer

  Date: 07/12/2023

  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:

  Nothing has been resolved. Please email me at the email provided with a refund resolution in writing. Thank you.  

   

   

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

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

  Customer Answer

  Date: 08/04/2023

  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:

  We have made several requests for communication to be conducted via email for the sake of clarity and record-keeping. Regrettably, these requests have been consistently disregarded by your management team. This lack of respect for our preferred communication method has added unnecessary complexity to our interactions.
  
  Furthermore, we have been erroneously held responsible for liaising with the collections agency. We would like to clarify that there is no policy in effect that places this responsibility on the policyholder. This misunderstanding has caused undue stress and confusion, and we request immediate rectification.
  
  Additionally, we have yet to receive the refund check that we are owed. The delay in processing this refund is unacceptable and has further strained our relationship with your company.
  
  Lastly, we find it deeply concerning that our concerns are only addressed promptly when escalated to the BBB. This is indicative of a systemic issue with your customer service and is unacceptable.
  
  We hope that by bringing these issues to your attention, we can prompt a swift and satisfactory resolution. We expect a high standard of service from your company and trust that you will take the necessary steps to rectify these issues.
  
  Thank you for your immediate attention to this matter. 

   

   

   

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

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

  

  Business Response

  Date: 08/21/2023

  On 8/11/23, *********************, Director of Shared Services responded to the client, via email:
  --------------------------------------------------------------------------------------------------------------------------------------
  Hello *******,
  
  I hope you are doing well and are looking forward to a great weekend ahead.
  
  I have reviewed your account...charges, payments, phone calls and emails.  Please see the summary below and details attached.  I have noted your communication preference is email.  We understand you are not able to take many calls during your workday but perhaps, if things are still not clear, we could schedule a call ahead of time to discuss things further.  
  
  Attached are statements for both policies noted above. 
  
  Re: Policy # GL *******     -  Effective : 20-Jan-2022    Expiration : 20-Jan-2023
  There is an audit balance due of $1,460.00 for an audit (document attached).  Audits are performed by the insurance carrier and they would need to be contacted regarding any concerns.    
  Re: Policy # GL *******A  -  Effective : 20-Jan-2023    Canceled : 31-May-2023
  Cancelled, $459.28 refunded
  Again, please see the detailed attachments.  
  
  Best Regards,
  
  *********************
  Director, Shared Services
  -----------------------------------------------------------------------------------------------------------------------
  Supporting documentation, regarding the additional premium owed, was attached to the email. We have offered to schedule a call to discuss, but we have not heard back from the client. We understand that she wants to communicate via email, but that has just delayed the process to resolution. The remaining premum owed is from an audit completed by the insurance carrier. If the client would like to disput that audit result, the carrier contact information was provided in the attachements. 

• Initial Complaint

  Date:07/05/2023

  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.

  CoverWallet is a third-party insurance broker that sold me and my former organization, Theatre-in-the-Making, several insurance policies, including a Directors and Officers (D&O) policy and a General Liability policy. The D&O policy automatically renewed thirty days prior to the policy renewal date and my personal credit card was charged. As the organization is now defunct, I called CoverWallet and fought them tooth and nail to obtain a refund on that policy (which has since been refunded).Knowing that the General Liability policy was set to renew a month later, I asked them to cancel that renewal on or around May 30th. As I've had several bad experiences with CoverWallet's customer service in the past (and, in particular, their agents promising outcomes that were never delivered), I asked the agent to "confirm on this recorded line" that the policy was not set to renew. Their customer service agent promised me repeatedly that the General Liability policy would not renew.As I feared would happen, the policy did renew and I was charged $263 for the policy renewal. None of the customer service representatives I spoke to afterward were apologetic or willing to acknowledge CoverWallet's process failure or investigate the issue. They directed me to the standard refund request process, which I have, to date, willingly and eagerly tried to comply with. I signed the refund request form sent to me via DocuSign and have followed up by phone several times. CoverWallet refuses to provide an update on the status of the refund or when I can expect to receive it, despite initially telling me it would take "up to two business days".As this was essentially an unauthorized charge on my personal credit card, I want the $263 charge refunded.

  

  Business Response

  Date: 07/10/2023

  An internal system visibility error led one of our ************************ Representatives to provide incorrect information during the call in question on 6/1/2023 when they confirmed the policy would not be auto-renewed. Our team is working to resolve this error in our system and we are providing the necessary coaching to the service team. Upon the insured's request for cancellation and refund after auto-renewing on 6/21/2023, our cancellation team prepared and forwarded the necessary documentation to the carrier within the same business day. The carrier honored the cancellation request, but inexplicably reinstated in error. Upon receiving this complaint, we reached out to the carrier to push back, receiving the final cancellation on 7/7/2023. The refund has been escalated to our Accounting Operations team, who advised that the insured has formally disputed the payment which may delay our action in providing resolution. Regardless, we are working expediently to resolve and refund and will be in touch with the insured directly with any further updates.

• Initial Complaint

  Date:05/09/2023

  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.

  On 1/6/2023, I received a quote for a Professional Liability Policy. I was emailed on 1/7/2023 by ******************************* ********************* Team Lead) that I needed to sign a post-bind required document or ********* would be canceled. I ended up never signing this document, as I ended up no longer needing the policy after all. Since, I have been charged on 3 separate occasions. After the first one on 1/30/2023, I emailed ****** back and he claimed that the charge would be place back on my account "within 30 days." No refund has been given and two additional charges have been made to my account since. I have made multiple attempts to reach ****** (or anyone with CoverWallet) via phone, email, and online chat and received no response. When I log in to my account and try to (once again) cancel *********, it says I have no active policies with the company. So I've been charged now 3 separate times for a policy that I don't even have.

  

  Business Response

  Date: 05/16/2023

  Thank you for bringing this to our attention.  We are researching the issue and will have one of our Managers reach out to discuss the resolution.

• Initial Complaint

  Date:04/26/2023

  Type:Sales and Advertising 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 was informed in late April that my policy had been canceled since January 5th. This seemed impossible, as I had email correspondence adding clients as additionally insured in Febuary and March. Also emails from billing that state my account was in good standing. The only reason I became aware of the situation was a refund for the policy on my credit card. The amount of risk and exposure for no reason is absurd, there is clearly a mistake on their end but I'm forced now to tell my clients that we have not had continuing insurance. Not what a small business needs, we look incompetent and negligent, thanks coverwallet. I am interested in joining any lawsuit against coverwallet for similar circumstances.

  

  Business Response

  Date: 05/03/2023

  Thank you for reaching out to us.  We are researching the issue and will be contacting you as soon as we have more information. 

• Initial Complaint

  Date:04/18/2023

  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.

  Cover Wallet charged my credit card $525 for policy *********** in 2022. I have disputed that unauthorized charge with this company in 2023 and they have yet to refund the money. I also attempted to have the charge reversed by my credit card and they did not do so. I received a notice this year in Feb that I would be charged. I called to have the policy cancelled and asked that I not be charged. Today my credit card was charged. I am seeking refunds for the policy charges for 2022 and 2023 as i did not authorize them to do so. Coverwallet has been unreachable at times and refused to refund the charges.

  

  Business Response

  Date: 04/27/2023

  We have reviewed the information and noted that the $525 for policy *********** has been credited to the customer's credit card as of 4/26/23.   Our apology for the frustration this refund issue caused the customer.

  Customer Answer

  Date: 05/01/2023

  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:04/06/2023

  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 purchased workers comp insurance through Coverwallet over a year ago. Without notice from them, and without my authorization, they sent me a "congratulations, your coverage has been renewed" email and deducted $734.85 from the ***** ********************** LLC business bank account. I immediately reached out to Coverwallet and was told I needed to sign a cancellation document, which I did the moment I received it. I inquired twice by email as to when I would see my funds returned with no reply. I was able to get in touch with the billing department and was told that they were "waiting on a confirmation from the carrier before processing the refund". I was also informed that once that confirmation came through that it would take ***** days for my refund to be issued. I told them that this was unacceptable. I was eventually connected with a rep that told me the "confirmation of cancellation has been confirmed" and that they would expedite my refund. He assured me he would call me back within the same day with information on when to expect my expedited refund -- I did not receive a call back. I reached out again today (this has been going on for two weeks now), and was told, again, that Coverwallet is waiting for carrier confirmation and that the refund will take ***** days. I am supposed to get a return call today, but as of now, have not. This is a very shady and horrible way to conduct business, particularly with a small business like mine. They are clearly holding onto my money and do not care to resolve this situation. I am currently discussing this matter with my bank, and will reach out for legal counsel if I do not get an immediate refund.

  

  Business Response

  Date: 04/27/2023

  Thank you for reaching out to us and please know we are as frustrated as well. We had expedited the refund request and to date have not received it.  We have escalated the issue at the carrier to get this resolved as soon as possible.  Our Manager will contact you directly to provide an update.  

• Initial Complaint

  Date:03/01/2023

  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 online business had a policy with them back in 2019 for ********* comp due to one of our employees living in a state that required it. After that employee was fired we finished out our year policy with them and then canceled before it needed to be renewed. They are now sending me harassing emails saying we owe them money for a "standard audit". I have discussed this with our tax preparer and the one in charge of our business filings and they have confirmed we owe them nothing and are not legally obligated to them due to us cancelling and having no remaining balance. They need to quit threatening me. Our business is no longer required to have that coverage that was canceled so they have no right to say we owe them for a policy we don't have.

  

  Business Response

  Date: 03/09/2023

  Thank you for contacting us regarding this issue.  We will investigate the issue and respond as soon as possible. 

  Thank you, WeCare at Coverwallet

• Initial Complaint

  Date:02/03/2023

  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.

  Submitted all paperwork required by **** for the quote. Quote came back at a level that was acceptable so I DocuSigned and went forward with the policy. They countersigned and underwrote the policy. A week and a few days later, **** called and said that the underwriter needed an additional $5000+ as they had misquoted the policy. Since the policy had already been issued, I argued with **** but he's not going to EVER give up a commission even if it's ill-gotten. I asked for a refund and was told that it would be pro-rata minus the "Minimum Earned Premium" which is simply fraudulent. This entire transaction was a classic bait and switch knowing full well that the amount was too small for litigation. I will be notifying the ** state insurance board and will be seeking sanctions on **** and Coverwallet based solely on the facts of the transaction. Bottom line, I did everything I was asked and hid no information from **** or the company. They changed the rules in the middle of the game and now I'm out $2000+.

  

  Business Response

  Date: 02/08/2023

  Hello,

  We have been working with the carrier to rectify this situation, and have resolved the refund issue.  The insured has provided the signed cancellation request and we have submitted to the carrier on 02/07/2023 requesting it be escalated.  The Minimum Earned Premium amount will be waived as will the service fee.   Once we know the exact amount, our Manager will reach back out to *****************

  We at Coverwallet do apologize for this situation and that we were unable to serve your insurance needs.  
  

  Regards,

  WeCare Coverwallet

  Customer Answer

  Date: 02/09/2023

  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]

   I will await the refund before I call this complaint resolved. 

   

   

   

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

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

  

  Business Response

  Date: 02/28/2023

  On 2/23/2023 a refund in the amount of $3,382.31 was issued to the customer.  The usual timeline for receipt is **** days.  

  Customer Answer

  Date: 03/15/2023

  Reimbursement check has been received.

• Initial Complaint

  Date:01/17/2023

  Type:Billing 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.

  On January 4, 2023, I called CoverWallet to purchase a General Liability Policy for my business: ****** JANITORIAL SERVICES, LLC. The insurance representative collected a total of $422.70. from me, and I have yet to have an actual policy posted online for my printing or viewing despite me making serveral calls to CoverWallet to advise of such. As of today on January 13, 2023, I have still received no follow-up from anyone even though I was told that someone would be in touch.When I log into my profile it shows an policy, however when you go to click on it it doesn't allow you to. So, in reality it is a screenshot. This shows no type of professionalism, and this is unacceptable! I paid too much money for a product (insurance policy), and to not receive what I paid for is fraudulent.I am attaching a screenshot of the screen that I see when logging into my profile. There has been several agents who were advised of this, and did not make available a policy for my records; ***************************************** and also *******************.

  

  Business Response

  Date: 01/17/2023

  We sent the insured a PDF of their full policy documents on 1/10/2023.  Today, 1/17/2023 we have instructed a resend of the policy documents just in case it went to their spam folder.  Our Advisor, *******************, will attempt to contact the insured to let her know that the documents were sent again and to check the spam folder.  We will also be uploading the documents in The Wallet so that the insured has access at all times.

  Thank you for bringing this to our attention.  We do apologize if this caused any inconvenience or frustration.

  Customer Answer

  Date: 01/25/2023

  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. CoverWallet did not infact forward over the policy information on January 10th, as the screenshot was the very thing that the complaint was based on- there was no real policy information showing, just a screenshot. The business has since corrected the issue on their end, and I now have an actual policy for my records.

  Thank you for your assistance with this issue. I appreciate your efforts and time that was put into this case.

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

  
  

• Initial Complaint

  Date:01/09/2023

  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.

  I requested an update to my Worker's Comp policy on Dec 21, 2022. After 4 emails (12/21, 12/30, 1/03, and 1/09) and 2 phone calls - 1 of which I got hung up on, the new locations are still not added to my policy.I was told these updates take ***** hours. I have been with Coverwallet for a few years, I have paid my bills. This is not acceptable service to a long-term loyal customer.

  

  Business Response

  Date: 01/17/2023

  Our apologies for not responding timely and for the carrier delay in processing the request to add locations to the ** policy.  We have escalated our request and are working closely with the carrier to expedite the completion of the endorsement to add the locations.  The *** will keep the insured updated as we move forward awaiting the document from the carrier.

  Again, please accept our apology for our lack of response to the emails and phone calls, and please know we have addressed that internally.

  Regards,