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.

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

  
• 

  CoverWallet, Inc.

  412 Linden Ave. Rochester, NY 14625

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:08/02/2022

  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.

  On April 25, 2022, my business partner and I renewed our insurance policy. We paid in full using our Chase business debit card so everything is recorded. A total of $1,028. Then on 7/7/2022, we were requested to pay more - a total of $390.28. So we did, again with *****. On 7/10/22 I received a letter dated mailed on 6/21/22, saying our policy was canceled due to non payment. After trying to contact agents, advisors, managers and more to figure out what happened, why we weren't fully refunded, and how we can move forward - we still have not received any information regarding our situation. I am a small business owner and have had the worst experience with them and I feel blatantly robbed without reason. I still have yet to hear back from anyone from this company and it's so frustrating and saddening what they're doing to small business owners especially during this economy. Please help, BBB. We are at a stand still.

  

  Business Response

  Date: 08/03/2022

  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: 08/03/2022

  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]

   

   

   

   

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

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

  

  Business Response

  Date: 08/01/2023

  ID # ******** ***************************

  In response to the complaint, multiple attempts were made to reach the client to reinstate coverage/policy with the insurance carrier. When the client did not respond, a refund was process for the premium payments that were made to us.

  Customer Answer

  Date: 08/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me and I am no longer concerned with this matter. We've been covered by another company for insurance that exceeds our expectations. We no longer wish to communicate with this company who refused to reimburse us our full payment amount and will not recommend this company to anyone especially small businesses that *** be vulnerable during their growing years. 
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/01/2022

  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 started a policy with Coverwallet in March of 2022. I paid an amount of $200 to start the policy and was not made aware that $150 was a service fee. About a month later they contacted me to let me know that they would be canceling my policy because they stated that my business was not eligible. I then contacted them to flat cancel my policy since I would not be using the coverage anyways. I received a refund of $36. They basically pocketed the service fee of $150 and I received nothing for it. I tried reaching out to them several times but have not been able to get a response.

  

  Business Response

  Date: 08/02/2022

  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: 08/04/2022

  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 reached out to them (******************) several times and never got a response back.

   

   

   

   

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

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

  

  Business Response

  Date: 03/13/2023

  ID # ******** *********************************

  In response to the complaint, we reached out to the client to discuss. After researching the transactions and returned premium, we refunded the $150 service fee to the client on 8/8/22

• Initial Complaint

  Date:07/15/2022

  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 received notification of policy cancellation and has not replied with a status of a premium refund.They need to adjust the premium calculation as it was based on a projection of sales revenue. There were no sales during policy period. Premium refund would therefore be greater. They are entitled so some portion of the premium but have not provided any update. I recently submitted a credit card charge back, disputing 100% of premium to get them to reply or let the charge back go through. Policy was in force less than 30 days, and cancelled due to their poor customer service

  

  Business Response

  Date: 07/15/2022

  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 *********************************

• Initial Complaint

  Date:06/29/2022

  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.

  We have been going back and forth with Cover Wallet for quite some time now. At first they would not let the practice owner of our *********** to get off the insurance and required us to pay more money. We are a *** yet they continue to label us as a LLC so the owner has to be on the insurance. That was back in 2019 which we did not get resolved. Both my assistant and myself called numerous times to CoverWallet to handle this matter and got no response back what so ever. Then back in Feb. of 2021 we received an email stating that we owed more money to them, when in fact we did not. We responded back with evidence showcasing we didn't owe and again got no response to settle that matter. We canceled our account with them in December of 2021. In March of 2022 we received an email that we owed more money to them. We were not aware of the company having to do another audit until a noncompliance fee was headed our way. In this matter we spoke with *************************** who we now found out no longer works there. However speaking with **** we were able to comply with the audit that we had no idea about and our balance after 5/9/22 was at a $0 balance. Now we are being invoiced again for a noncompliance fee and they will not explain to us why we owe more. We have emailed and called multiple times and get no response. We have asked for our document that was SIGNED by us that prove we did agree to these terms, but they can only send us copies with no signatures. We recently got an email from Iveen Tabiola stating that we owe another $590, and $1,736.00 but will not speak with us about these matters. We have now been threatened to be sent to collections, when we have been actively trying to get in contact with this organization. They continue to threaten us and demand we owe more money, but cannot explain to us why we owe more money and on what basis. We also cannot receive any of the proper documents we have been asking for from this company.

  

  Business Response

  Date: 06/29/2022

  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 *********************************.

• Initial Complaint

  Date:06/22/2022

  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.

  Repeatedly having issues when requesting Cover of Insurance. Took three weeks for an update and when I ask to speak to someone outside of account manager who also doesnt do what she promises ********************************** never return voicemails. Doesnt correct issues. Very very unhappy with service and I would like to see the expertise they promise instead of the incompetency that has been occurring especially when they claim to be professional and state they are experts. They are not showing any professionalism or accountability at all and I can never reach anyone as a on going customer I have been having issues for months and find the problems costly for my business.

  

  Business Response

  Date: 06/22/2022

  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: 06/29/2022

  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]

   

   

   

   

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

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

• Initial Complaint

  Date:06/13/2022

  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.

  MDOT sent me a request for an FR-19. The letter stated that I needed to comply within 15 days to prevent suspension of my plates.I contacted my agent at Coverwallet with 10 days left before the deadline. No reply.I contacted them again, with about 7 days left til deadline, I was told an agent would contact me about the FR-19. I contacted them again with 1 day remaining before the deadline. I was told the FR-19 was sent and everything was fine. I was also told for quicker service I should go through Progressive directly and NOT my agent at Coverwallet.I received a letter stating that my plates were suspended because they never received an FR-19. I reached out to coverwallet via chat and phone to tell them that their negligence cost me the use of my vehicle. It has been almost been 48 hours and I have not received a single response from them.They have put me in a situation where I am legally unable to drive the car I hired them to have coverage on. This is a company vehicle that I cannot use to earn money for my company due to their negligence. They have now cost me business and messed with my company's profits and my livelihood. They don't care.

  

  Business Response

  Date: 06/13/2022

  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 *********************************

• Initial Complaint

  Date:05/31/2022

  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.

  The issue initially occurred on November 19, 2021. I authorized CoverWallet to charge me a ONE TIME fee of $476 to acquire a Certificate of Insurance for my business. I received the certificate, however the company charged my card the $476 amount THREE times, meaning there were 2 unauthorized charges of $476 each. They returned one of the unauthorized payments the same day, but have refused to return or even get back to me about the second unauthorized payment. I have called and emailed with either no reply or that someone would call me about it, which they never have. My business account has been closed because of this massive overcharge, so I would need to be repaid in a different form such as check, etc, because the account I had connected to Cover Wallet is now closed because of them. I still have an open account with CoverWallet, but only because I'm unsure what they will do or say once I officially end business with them. I have pictures of my bank account where you can see the overcharges, and emails of every piece of communication about the issue between me and CoverWallet. I constantly sent CoverWallet the pictures proving to them that they overcharged but they obviously just refuse to return the $476. Thus, I am seeking help with you guys. I appreciate anything you can do. Thank you.

  

  Business Response

  Date: 05/31/2022

  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 ********************************* Tell us why here...

  Customer Answer

  Date: 06/02/2022

  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. CoverWallet called me and informed me that a check was being approved and put in the mail and that I shall receive it in ***** days. So if anything happens, I will reach back out to BBB. Thank you so much for your time and attention.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/24/2022

  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 purchased a liability policy for my company in 2021 from CoverWallet. I closed the company in Dec2021. CoverWallet charged my credit card for a new policy in 2022 that I never notified of nor did I authorize. I have been trying to cancel the policy and get a refund for weeks with no success. I have called the customer service line multiple times and sent numerous emails to the company's customer service address as well as to individual employees of the company. I need my $708 that was fraudulently charged to my card refunded without delay.

  

  Business Response

  Date: 05/24/2022

  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 *********************************

  Tell us why here.

  Customer Answer

  Date: 06/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response was a generic auto reply message and is not sufficient as it did not address the issue.

  In the mean time I have hounded the business daily and was able to get the funds refunded to my credit card.
  
  Sincerely,
  
  *************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:05/19/2022

  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.

  Very Poor Customer Service.Broker is not responsive after multiple calls. They have failed to provide a broker certified insurance form ******** of Parks requires for their standard contracts. By Coverwallets non compliance may cause me to loose this ************ at which point I will exercise all legal remedies.

  

  Business Response

  Date: 05/19/2022

  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 ************************************* us why here...

  Customer Answer

  Date: 05/31/2022

  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 an contract with NYC Dept of Parks.  They will not sign the contract unless I provide them with a certificate of insurance with their language and have the broker certify converge.  

  NYC requires that the certificate of insurance and broker certification be both signed on the same date.   Only once I receive this insurance information only then can apply for a NYC permit.  Not having this has delayed my working start date and costing me revenue.  I informed at least five different department withing the insurance company of my intention to now bring a legal action for their inability to provide this despite their replies saying they are working on it..  Despite sending them of legal action, no reply has been received as of this moment.  I am looking to bind coverage with another company and bring a legal action against them.

   

   

   

   

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

  
  Sincerely,
  **** *****  
  
  
  
   
  

  

  Business Response

  Date: 05/31/2022

  Thank you for your feedback and I'm sorry you had a bad experience with CoverWallet. Our Account Management 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: 06/03/2022

  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]

   

  Coverwallet is grossly negligent in performing basic serving functions.  I have emailed and called them multiple times with no result and received multiple false dates as to when they would complete, while knowing the time sensitive nature.

  This has caused me to loose substantial income between 60-90k as it delayed the start date of my  contract with the Dept of Parks and Recreation.    Coverwallet had a month to resolve and it only now because I filed a BB complaint,received a response, otherwise nothing would change.

   I have since engaged a new insurance broker who provided what I have been requesting in ONE day, of which Coverwallet could not do for almost a month, with a lot of aggravation.  A policy cancellation notice has since been mailed to Coverwallet who they will likely charge bill me $1,000 cancellation penalty.   I am in discussion with legal to bring an action against Coverwallet for lost income and damages.  

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

• Initial Complaint

  Date:05/18/2022

  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 April 12 I purchased a small business and professional liability policy after speaking with sales person *****************************. At first, I was very pleased with the service, but when I received an actual copy of the policy the very next day, I noticed that it explicitly stated it did not cover the PRIMARY service I provide for clients. I called ******************** and he was also a little taken aback the policy wasn't the right one for me. So, we initiated cancellation and refund (as documented through Docusign and a long email string) The plan was to change policies, so ******************** sent me more appropriate options while we waited for the refund to process. However, that never happened. The policy was provably cancelled, but they refuse to refund the money ($535.00) and even fraudulently claimed to my CC company that the policy was not cancelled and that they refuse to refund it (also fully documented). ******************** chose to remove himself from the situation despite and told me to call customer service, which I did multiple times. Every time, they said they issued a "ticket" and they would get the matter resolved, always promising to call me back - NEVER have called me, not once. When I reached back out to ********************, he refused to follow up and said according to his "records" the "Matter was resolved on May 3, 2022" - whatever that means. I called customer service AGAIN - I was again told someone would call me back, which has never occurred. I have documented my phone records for the last 2 weeks - showing that NO INCOMING CALL from ** has occurred. With no further recourse and realizing this company is unethical and dishonest, I started a charge back with my CC company - which resulted in Coverwallet falsely claiming the policy was never cancelled. I have issued a complaint directly with the ** AG office, but I imagine they are swamped with much bigger fish to fry - so I am using every ******** have to remedy the situation as Coverwallet continues to act in bad faith.

  

  Business Response

  Date: 05/18/2022

  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 ********************************** here...