ComplaintsforMatic Insurance Services, Inc.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business committed broker malpractice by writing my HO policy incorrectly. Now they refuse to allow me to correct the underwriting error by claiming they only write policies with the carrier, and they cannot service the policy. The carrier states the broker is the only one who can service the policy. This leaves me with no option to correct my policy and leaves me exposed due to broker negligence in underwriting.

  

  Business response

  02/23/2024

  *** **** ****** ******** 

  Dear Mr. *****,
  
  We appreciate your feedback and the opportunity to address your concerns regarding your recent experience. Upon reviewing your case, we sincerely apologize for the error in your original policy and any delay in addressing the issue. We genuinely appreciate your patience and understanding as we worked to resolve the issue. We believe your issue has been resolved but if you have any additional concerns, please do not hesitate to contact Matic’s customer service team at ###-###-#### or ************************** 
  
  Sincerely, 
  The Matic Team

• Initial Complaint

  05/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contacted Matic insurance services to get better insurance rates on 4/20/23. For my auto policy I was quoted at $357.17. I agreed to the quote but told the I could not make a payment until my next paycheck. I was told that it was fine, but they needed my banking information on file. On 4/24/23 I noticed I was charged $733, WITHOUT being authorized. I issued a stop payment. On 4/25/23 I attempted to call to see why, but was on hold for an excessive amount of time. So I called the actual insurance company, Safeco, and was told that I was charged that amount due to my account being set up for paying 2 months at a time. Not what I was setting up. They corrected the issue and accepted my payment of $357.17 on 4/28/23. Because of the first unauthorized charge my bank automatically flagged and denied the payment. I resolved the issue with my bank and made the payment on 5/5/23. On 5/7/23 I noticed my policy was being cancelled. On I called on 5/9/23 and was told I needed a letter from my bank. On 5/10/23 my payment had cleared. I called again on 5/11/23 to see why my policy was still scheduled for cancellation. I was told that I needed to pay an additional $711 as a "down payment" to prevent cancelling. I was never notified of a "down payment" in addition to the monthly payment, that I already paid. I told them to cancel my policy effective 5/11/23 and issue me a refund. The refund amount I was told was a little over $100, it should be a lot more as my policy was only from 5/1/23 to 5/11/23, 10 days instead of the full month. Am I being charged from the preparation date?

  

  Business response

  05/16/2023

  Hi Mr. *******,
  

  Thank you for bringing this matter to our attention. We have conducted an investigation and would like to offer our sincerest apologies for any inconvenience this has caused. Matic will be sending you additional information to resolve this issue to both your email and your mailing address. Should you have any questions or concerns in the meantime, please reach out to ***** ******* Sr. Director Customer Service, directly at ###-###-####. 

  Best, 

  The Matic Team

  
  

  Customer response

  05/24/2023

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed -

  
  

• Initial Complaint

  05/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Matic initially sold me ******** **** *** **** policy (auto #***************) in 2021. Their agent was singing like a bird: we are so customer oriented, we will run for you quotes next year, we are not like other brokers/agents, we remain responsive after you become our customer and etc. Needless to say, it was all lies. I have spent CONSIDERABLE amount of time chasing one or the other agent, trying to get a new quote. I guess, they are just a bunch of scoundrels. Filing this complaint to give them one last chance, or to create a paper-trail and show deceitful advertisement.

  

  Business response

  05/16/2022

  Hi ****,

  Thank you so much for bringing your concerns to our attention. We take customer feedback incredibly seriously. Unfortunately, premium increases are generally on the rise across carriers in the U.S regardless of claims history. Matic does have the ability to search our network of over 40 carriers in case there is a better option available. We realize you reached out to us on May 12th and our renewal agent committed to researching better options for you. Later on the 12th, we see you called in and were transferred a couple of times. We completely understand that the process was frustrating and we apologize for any confusion on our end that led to your negative experience but please know your renewal agent was working behind the scenes to thoroughly research additional options for you, which were delivered within 24 hours. As discussed during your follow up conversation on May 13th, we recommend you stick with your current policy through renewal as we were not able to find you savings. We value our partnership with you and appreciate you for bringing this concern forward as it will help us improve in the future. If you have any additional feedback to share, please reach out to ******************

  Best,
  The Matic Team

  Customer response

  05/23/2022

  Canned response. 
  
  Regards,
  
  **** *********

*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. ↩