ComplaintsforHiscox Inc.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We reached out to get an insurance quote from Hiscox insurance on September 14, 2023 and discussed the details of the policy we required. Hiscox took an inital deposit for insurance and then sent the detailed policy the same day. After initial review, the policy documents sent didn't represent the details of the insurance discussed over the phone and didn't meet the needs we had for insurance. We called Hiscox back on September 15, 2023 and requested to cancel the insurance and we were told over the phone that the cancelation would be processed. One month later Hiscox attempted to charge our credit on October 18, 2023. We called Hiscox again and confirmed that our insurance had been cancelled and that this attempt to charge our card was a mistake. These issues have since continued every month until today we received a note from Hiscox again saying that our insurance has been reinstated and "The notice of cancellation previously sent for ***** ****** *** has been withdrawn, and your Cyber coverage remains active." This should be illegal, it is the same as theft. This business needs to be shut down.

  Business response

  02/09/2024

  We take all complaints very seriously, and conducted an urgent review into this matter. Our investigation found that **************** contacted us to cancel his policy due to his services not being a fit, we advised **************** that we would process his cancellation, but we did not do so.  
  
  To remedy this matter, we processed a cancellation of *********** policy back to inception, and have returned all funds collected back to him. We have also performance managed the processor who mishandled this request.
  
  We have spoken with ****************,apologized for his experience with us, notified him that we have processed his cancelation and returned all monies collected to him. He was grateful someone reached out and thanked us for doing so. 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I last renewed my general liability insurance through Hiscox on 07/20/2022 for my business. I called Hiscox on or about March 20, 2023, and notified them I was retiring and closing my business, and that I wished to cancel my policy effective immediately. I also requested that they remove my payment information from their records. The representative unambiguously confirmed cancellation of policy and removal of payment information.On 06/12/2023, I received multiple emails from Hiscox acknowledging cancellation (which I did on or about March 20, 2023) and, at the same time, notice of renewal and charges ($345). I called a representative and explained to her that I unambiguously cancelled my policy in March of 2023, and that I had asked for my payment information to be removed. She paused to look up some documents, then explained that I had probably cancelled on March 20th, but that there was a new system glitch that caused the policy to be renewed. I explained to her that the representative through whom I cancelled in March unambiguously told me that my policy was cancelled and that my payment information had been removed. The representative said she would try to remedy things through the back office. I thanked her, adding that I would go to the insurance board or otherwise relentlessly pursue reimbursement if they did not reverse the charges and cancel the new policy. She confirmed my cell number so that I could be contacted with updates.Having not received any follow-up call from Hiscox, I called them again at ************ on 06/16/2023, and spoke with [name redacted]. I explained the situation to her (Cancelled policy on or about 3/20/2023, but Hiscox renewed the policy and charged my account anyway on 6/12/2023). She said she would cancel the policy, and that I would receive notice of cancellation within ***************************************************************************************** **** within 5-7 days, and that the payment information would be removed after refund.Having not received a refund, I called Hiscox on 06/29/2023 @ **** and spoke with [name redacted], and explained that I was following up on a refund for the unauthorized renewal of my general liability insurance. [Name redacted] searched the records and told me that a paper check had been issued to the business address on record. I explained to him that the last representative told me it would be refunded to my checking account (via my debit card). He said to call back sometime in the near future and request that the check be cancelled and reissued if it doesnt show up at my previous business address. I texted the landlord at my previous business and asked her to keep an eye out for the paper check. I received a text from my previous landlord on 07/06/2023 informing me that no paper check had arrived at my previous place of business. I called Hiscox @ 11:46 am. The representative did not give his name. I informed him that I hadnt received a refund for the unauthorized renewal. I explained the series of events, and expressed doubt that a paper check was sent out as indicated by the last representative. I asked for a refund to my debit card account or, alternatively, to my home address, which he was not interested in taking down. He said a refund could take a week or so to be reflected in the debit card account. I began explaining to him that I would be lodging a complaint with the ********************************, ***************, if I didnt receive a refund within a week, and perhaps complain to the ************************* He interrupted me, stating that he really didnt care about that. At that point, I lost my patience and told him that he should care, because he works for a s*** company, and that they are fraudsters. He told me that he was trying to help me out, and that I was cussing him out. He then hung up abruptly.The unauthorized renewal of my insurance policy and the corresponding (unauthorized) charge to my debit card, along with the failure to promptly reimburse the insurance premium, suggest an intentional effort to defraud.

  Customer response

  07/15/2023

  Better Business Bureau:
  
  In reference to complaint ID ********,the complaint has been resolved. The business refunded my money. 
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  02/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  At the beginning of January I reviewed my credit card statement. I noted that Hiscox *** had charged my **** card******. Since my policy premium was paid in full for ********************** May 2022, I immediately called the Hiscox customer service number to ask what this charge was concerning. I proceeded to be told someone would call me back in 24 hours regarding this issue. I spoke to a ********. This is the name of the individual I have primarily spoken with on the phone. I did not hear back from that person. I called again and asked about this charge and the person stated that my questions were above her pay grade regarding why I had been changed this amount of money when my policy was not due and I have had no claims. I called back after hanging up on this person and spoke with ******** again. She informed me that the charge was in error and that many people were having this issue. She assured me someone would call me back from the "manager department" within 48 hours. I have never gotten this call back.I then called my local agent who (American Family Agent) partnered with Hiscox to look into it. Her name is *****.***** has called Hiscox many times. Someone who spoke with her said I had asked my agent (who would have been *****) to increase the amount on my policy. ***** responded that she did not do that and she spoke to her boss **** and **** didn't do that and ***** then asked me I called Hiscox at all to request that an increase. I had not called anyone to request an increase on my insurance policy nor did I speak with anyone from Hiscox in December of 2022. After learning of this, I called Hiscox back and spoke with a ****- who said, no, the charge was made in error. He said their new system was not letting them take the charge off without it trying to charge me again. He stated they may have to cancel my policy and then write a new one for which I could apply that ****** towards - the policy would be from February to May and then a whole other policy would be written when my policy renews. I stated I shouldn't have to pay for another policy between February and May since I paid for a year and my policy renews in May. I would be paying more money for a policy that is in effect now and was paid in full in May of 2022. He then said, hopefully they wouldn't have to write a new policy and this would be resolved in a couple of days. This was last Friday, February 3, 2023. I called my agent ***** today and she said she left a message and was told someone would call her back in 24 hours and no one has ever returned her calls.In short, I was charged for coverage increase in December of 2022. I did not request this coverage. I was informed by Hiscox several time this charge was in error on their part but they can't figure out how to credit my card back the money they ow me. My agent with American Family, who worked with Hiscox for this policy, has stated she has tried to resolve this issue and hasn't been able to resolve it either. She encouraged me to file this complaint. I also feel I was "threatened" to have my policy cancel for which I would have to purchase another policy with the ****** they have erroneously taken from me. In addition, when I tried to remove my credit card from the account, I was informed my policy would be cancelled unless I put the card back on the account. I feel held hostage to have my policy cancelled for complained ****** was stolen from me in order to keep the coverage I have.

  Business response

  02/17/2023

  Please see the Company's response attached. Please note, due to the Policyholder's and *******'s personally identifiable information ("PII") reflected in this response, the Company respectfully requests this response remain confidential in accordance with NY law. Thank you.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I filed a claim with Hiscox *** on January 9,2022. On January 12,2022 I received an email from ******************************* stating she was my claim examiner and send her claimant info and pictures. So,I did and she reply 7 days later on 1-19-22! I sent her an email on 1/30/22 asking about claim updates and no response. I sent her another email on 2/2/22 and no response. So, I called Hiscox a few days later trying to understand why this process was dragging like this. And the customer service lady said someone will call me back and a guy did called me back and said his boss ask to call me on the behalf of ******************************* and updated my file with claimants info. So, about 14 days went by and I haven't heard anything and claimant said she hasn't called him. So,I decided to call ******** again and she answered stating she was at lunch and would call me back. And I never heard from her! This is ridiculous! This company takes money out my bank account every month. I shouldn't be going through all these games from this company! Learn how to handle business *******************************!

  Customer response

  03/04/2022

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

• Initial Complaint

  09/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have paid premiums to this company for Commercial Insurance for our company since February 2021. On August 21, 2021, we have several items stolen from our trailer while working on a job. After filing a police report, on August 27, 2021, I sent them a list of the items taken along with the police report. The last correspondence I have received from this company is an email providing me with the name of the person assigned to the claim and that was on August 30, 2021. I have tried numerous times to talk to an actual person that can help me with the claim, but all I ever get is a new name and a voicemail. I have left numerous voicemail messages and emails and am unable to get a response from anyone from this company except for the people that answer the phone and transfer me to someone else. Not sure if this company is legit and would love to get some type of result. If they are not legit then we would like to have all of the money they have taken for our premiums returned back to us.

  Business response

  05/26/2023

  Please see the attached Company's response. We responded directly to the ******** BBB on October 30, 2021 and followed up with a faxed response on October 30, 2021. We kindly ask that this matter be marked closed and answered. Thank you for your assistance. 

*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. ↩