ComplaintsforElmsure LLC

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a policy thru Elmsure Agency with Reinsure Pro as carrier -paid premium in full for 1 year effective 4/1/2021 to 4/1/2022 Elmsure apparently stopped doing business with Reinsure Pro and when our policy expired -Elmsure issued a new policy for us with American National as the carrier. 4/1/2022 to 4/1/2023 Paid this new policy in full but didnt know Elmsure didn't send us any communication that they stopped doing business with Reinsure Pro. Reinsure Pro kept sending us invoices via email after policy expired- I kept telling Reinsure Pro that I owed them nothing as we sold the house 12/26/2022 and I received my refund. I had no idea that Elmsure didn't tell Reinsure Pro that they placed our policy with a new carrier. My refund came from ****************. Apparently Reinsure Pro thought my policy was still active because neither company talked to each other. I sent emails and called Reinsure Pro and Elmsure Agency but Reinsure Pro does NOT work with customers and all communication comes from ********************. So now Reinsure Pro is looking for premium for the lime period that Elmsure didn't tell them they placed our business elsewhere and I had no idea my policy was non-renewed with Reinsure Pro until last week when I spoke to Rosty Gerbilisky at Elmsure. I have a long email trail to both companies asking this be resolved. We sent all necessary paperwork for settlement closing of the property and all was completed with no problems. Now Elmsure won't talk to Reinsure Pro and Reinsure Pro doesnt talk to customers. I paid for 2 policies in full and owe nothing to anyone. This is the responsibility of Elmsure to Reinsure Pro. Reinsure Pro has harassed me for a year and Elmsure has ignored emails and won't resolve their error. Reinsure Pro is threatening to send me to a collection agency when I already PAID for 2 policies and coverage on the property was covered by 2 insurance companies - I HAD TO PIECE THIS all together.

  Business response

  07/22/2024

  ElmSure sympathizes with this customers situation. There seems to be some confusion regarding the functions of ReInsure Pro. ReInsure Pro is a program administrator, for multiple insurance carriers, including United National and American National.

  For this customers initial policy, ******************** requested a quote from ReInsurePro, and a policy was placed with United National covering the period of 4/1/2021 to 4/1/2022. Prior to the expiration of this first policys coverage, ElmSure again worked with ReInsurePro to issue a quote for a policy renewal. The quote was accepted by the customer and a policy was then placed by ReInsure Pro with American National for the period of 4/1/2022 to 4/1/2023. Simultaneously, ReInsurePro automatically renewed the prior years policy with United National. This effectively doubly indemnified the client, as the same property was insured twice with two separate policies from the same program.

  To summarize, ElmSure created a renewal quote in ReInsurePros online portal and sent it to the insured. Once we received payment, we requested that ReInsurePro activate the policy, again through ReInsurePros online portal. At the same time, ReInsure Pro auto-renewed the initial policy.

  In December of 2023, the customer informed us that they had sold the property, and the manually renewed policy was then canceled as of 12/31/23.

  The customer contacted ******************** in April of 2024, and stated that ReInsurePro informed the insured of potential collections on an unpaid premium. ElmSure quickly identified the source of this discrepancy and immediately reached out to ReInsurePro on behalf of the customer to have the matter resolved. We advised ReInsurePro that the customer was doubly insured in error and communicated that the source of the error was the auto-renewal/manual renewal mentioned above. ElmSure requested that the auto-renewed policy be flat canceled. ReInsurePro denied this request. We advised the customer of the denial.

  ******************** does not agree with this decision, however the decision rests with ReInsurePro. We will continue to work with the customer and/or ReInsurePro to provide any additional information needed to resolve this matter.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  CP ******* On July 28th, 2023, I emailed Elmsure to inform them that my property, ****************************************************** has been sold and requested a refund for the remaining policy.On September 11th, they responded, requesting the closing documents. On the same day, I provided the closing documents. Subsequently, the service team requested me to sign the *** DOCS, which I promptly completed.On September 14th, I provided my account and routing number as requested for the refund.Despite my follow-*** in November 2023 and again on January 10th, there has been no response no refund has been made.

  Business response

  01/19/2024

  Please note the following:

  The borrower initially only sent us a partial payment on this policy.  The policy cancelled for non payment of premium and showed a balance.  We worked with the carrier and the customer to get the policy cancelled back to inception.  Once we were able to confirm the proper refund amount we refunded the entire requested amount to the customer on January 18, **** ($1317.18).

  Thank you.

  
  

  Customer response

  01/22/2024

  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

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov 3rd 2 policies were paid in full in the amount of $1415.95 and $2101.12. On the day of closing for one of the 2 properties with Collosseum Investing who works with Elmsure turned out that there were some unethical terms in the closing docs. At that point we refused to continue any further. We followed by canceling both policies and requested a refund since both properties were not closed on. On the following Monday, via phone we received confirmation that we would get a full refund and to call back Monday Nov 6 if the refund has not happened. They are not answering the phone. I suspect this is a fraudulent company. Additionally they never sent over the policy docs either.

  Business response

  11/27/2023

  To Whom it May ******************** ***************** ***********Please note that the two referenced charges were reversed on 11/17/2023 through Epay back to the customer's checking account.  The customer was notified via email.  See atatched.

  In light of this, we request that this complaint be marked as resolved and closed.

   Thank you.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company resorted to Fraud practices.My company had commercial insurance with Elmsure for the period of 06/2022 to 06/2023 . I canceled my insurance in on April 2023 and I moved out of commercial insurance to regular insurance. This company used my information without my knowledge billed my Bank and got paid. Even though I have canceled my insurance they have resorted to unethical practices using another company in the name of *********** to bill my Bank. They have breached my information.

  Business response

  08/03/2023

  Please note that this matter has been resolved and the complainant advised us that she would retract the complaint following the resolution of the matter but she has not yet done so

  On July 7, 2023, we provided a full refund to the complainant in the amount of $4,689.17 in full satisfaction of all amounts owed to her.

  Thank you.

   

  Customer response

  08/05/2023

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

  Thank you BBB for helping.
  
  
  
   
  

  
  

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