ComplaintsforWorth Ave Group, LLC

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a cell phone insurance plan to cover my cellphone against damage. When I filed a complaint, I was denied the claim. Their justification was:We have received your claim regarding your item (s); we cannot afford you coverage at this time due to the following reason(s)UNEXPLAINED LOSS OR MYSTERIOUS DISAPPEARANCE: We will not cover loss or damage where the only proof of loss is unexplained or is caused by the disappearance of property without the knowledge as to place, time or manner of its loss. If your property was stolen, you are required to notify the local police immediately upon discovery. This policy does not provide coverage if you fail to notify the police.I feel no matter what I would have put for an explanation, they would have denied the claim.

  

  Business response

  07/16/2024

  Good afternoon, 

                     I have reviewed your claim submission and all correspondence. After conferencing with your adjuster, it has been determined that we would proceed with your claim at this time. While it was unclear as to how the damage occurred, the damage itself is consistent with accidental damage stemming from a drop. You had stated that your children have had your device and dropped it in the past. Therefore, while it is not definite that the damage stemmed from this, we agree that it is probable. Please look out for an email from your adjuster directing you to obtain a repair estimate that we will review for your device. Thank you and please do not hesitate to reach out to us or directly to your adjuster for any additional concerns. 

   

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Sir or Ma'am I bought mobile phone insurance in October last year. At that time, I saw an advertisement from **************** on the Internet saying that their insurance was better than other companies, such as *********** Best Buy, etc., so I bought the insurance. My mobile phone accidentally fell into water on January 30, so I applied for a claim because I dont understand electronic products and their website did not remind me of the importance of the **** number. In addition, I have two mobile phones of the same model at home. I mistakenly entered the wrong number on the box, but the other information is correct. At first he asked me to go to a mobile phone repair center to get a report, so I went to a store certified by Apple for repair. They said the phone was broken and could not be repaired, but the insurance company didnt believe it, so I had no choice but to send the phone to them for repair. They charged me After we arrived, they refused compensation because the **** number was wrong.and their attitude became worse and worse. I asked the other party to refund the premium $106. They said they had already After a few months, I can only get a refund of $56. I don't agree with it. Since you said that I filled in the information wrong, it means that the policy is not insured. Why can't I get a full refund? , and when I asked them to send the phone back, they losed it, and I asked them how to solve it. They kept delaying the email reply, , and then several months passed. To compensate for the phone, we must have the police. Conditions such as reporting make it difficult for consumers... , but even if a car worth several thousand yuan is missing, the police will not come to write a report. from my communication with the insurance company in the past few months, I found that they use various reasons and excuses to refuse compensation or make things difficult for you. , so I can only complain to BBB. I hope we can get a fair and just result.

  

  Business response

  05/28/2024

  We are in receipt of the complaint you filed with the ********************* of ********* as well as this BBB complaint. The adjuster requested a copy of your valid photo ID, an electronic device checklist, as well as a repair estimate. When the repair estimate was returned, it did not include any identifiable information to confirm the insured device was the device evaluated. The adjuster then requested it be sent into a partner repair facility for evaluation. They collected your deductible once the claim was initiated in their system. Once received, the device was flagged as it was not the insured serial or IMEI number. The device was then returned unrepaired to you since it was not insured. During this time, you emailed accounting to have your deductible refunded as well as cancel your policy and obtain a refund. Then you contacted us claiming the device was not received. The repair facility provided proof of delivery pictures and tracking, and you had claimed that the device must have been stolen. At that time, you were connected to the ***************** Manager who agreed to make an exception and process a replacement cost refund for the stolen device that was not insured, as it was returned from one of our partner facilities, as long as a police report was filed and submitted as well as the electronic device checklist that had not yet been received. You stated that you had several of the same model and must have grabbed the wrong box when purchasing coverage. The device that was damaged did not have coverage, and therefore no repairs should be supported for that device. The deductible was returned to you in full when the repair was cancelled. Your policy states that a prorated refund would be provided upon cancellation request receipt. The last issue was in regard to a police report for a stolen phone. The decision to provide funds for a device that did not have coverage was a courtesy due to the extenuating circumstances for your claim.

  Customer response

  05/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The responsibility is not on the customer. Because your company failed to fulfill the contract, it must refund the fee. In addition, if you lose the customer's things, you must compensate. Requesting a police report is just an excuse for you to refuse compensation. It is a typical bad faith.
  
  Sincerely,
  
  ***************************

  

  Business response

  05/29/2024

  Good morning. You purchased a policy for one of your devices and that coverage has been in place. A different device was damaged and claimed, which was denied. You opted to cancel your coverage and per the policy documentation that you had been provided at purchase, refunds are prorated. You received your prorated refund. Regarding us losing your uninsured device, ***** provided proof of delivery and pictures of the delivered device. We could consider this matter closed, however as a courtesy, we offered to provide a replacement cost reimbursement at this time. All theft claims require a valid police report in order to be reviewed. Therefore, if you want this courtesy of funds for the replacement, you will need to provide the required documentation. 

  Customer response

  05/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  
  Half a year has passed, and the business has no sincerity in solving the problem. I have never received any compensation from the other party, nor has my phone been repaired. Moreover, the phone has been lost. Are these all the responsibility of the customer? After paying the insurance fee, do you still have to bear the risk yourself? This is too ridiculous...
  Sincerely,
  
  ***************************

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  03/26/2024 i was billed for my monthly policy and awaiting a claim I had filed which they denied for no reason and asked to cancel the policy since they refuse to cover anything in the policy to which they said yes and would refund me the money and then took multiple days to cancel and only refunded half of what i pay. I want the full amount back since they didn't uphold their end of the policy.

  

  Business response

  04/03/2024

  Good afternoon, 

       I have received your complain and reviewed your file. I have attached your policy declarations, all three claims submitted for your device, your received cancellation request, as well as your TrustPilot complaint that was already addressed. We believe in transparency and therefore policy exclusions are listed multiple times for you on our website as well as in your policy documentation that is emailed to you upon purchase. Mechanical breakdown is not supported by the policy you had purchased. Our records show that your claim was submitted multiple times with date and incident changes. The last submission for your device has an updated date of incident. In order for your adjuster to proceed with your submission, we do require proof of repairs for the damages that were not supported in order to proceed. Basically that means that all issues present when your previous claims were submitted would need to be repaired prior to accepting any new claims on your device. Therefore your adjuster would need a receipt from those repairs submitted to confirm repairs were completed. The coverage options that you selected are detailed on the first page of your policy declarations that is emailed to you at the time of purchase. On page 7 of your policy, cancellation requirements are detailed for you as well. We would never refuse to cancel a policy, but rather require the request in writing. As you had coverage for the options you selected from the date of purchase, which was on 5/26/2023. Your coverage has been in place since that time and therefore refunds are not provided for coverage that was in place. Unfortunately we are unable to provide coverage for losses that are outside of your selected coverage options. 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was asked to provide documentation for the lost phone which was understandable. When I sent the documents my claim had 3 more words then the report did so I was asked to fix that. So I fixed that my adjuster approved it. Now I have been passed to a senior adjuster and they need more info even though I have given them everything there terms and conditions say I needed to give them.

  

  Business response

  03/15/2024

  Good morning, 
           The claim submission,communication history, and all attachments have been reviewed. There seems to have been a few issues that were present in your claim. First, there are two different claims submitted for the loss of your phone. One was dated 2/29/2024 and stated," I took my kids to the park and my phone was dropped in the river.". The second submission was dated 3/1/2024 and stated, "My phone was dropped in the river.". One of the claims was closed as a duplicate submission and the second has been in process. The police report submitted was unable to be verified at the time, and the police department gave us a 1-2 day hold until it was available. Once that was submitted to us, there was no IMEI number listed, which is what you had listed as the serial number for the insurance policy to cover. This needs to be included so that we can verify that the insured property correlates to the submitted report. Also, the report incident stated phone was dropped while playing with the kids and putting them in the car. As the incident details and the device had discrepancies, an amended report would be required. You then submitted the documents and the amended report was verified by the police department on 3/14/2024. As the serial number listed on the policy is *************** and the police report states the missing device is ***************, the adjuster emailed you a request for a copy of your phone bill on that same day, 3/14/2024. Our records indicate consistent responses from the adjuster and that we still will need to confirm that the missing device is the device that was insured on your policy. 

   

  Customer response

  03/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: I told my adjuster that it was a honest mistake. This claim is going on 3 weeks old. I have done everything asked of me and when I do that I get told I need to do more. I have been made to give my whole call log from the time I got the phone till the phone was lost. I have no clue why I was made to do that. That is my private life and my privacy was invaded. I'm sure that is not policy matter of fact I know it's not because I read the terms and conditions. No where In there does it say that my call log would be needed. 
  
  Sincerely,
  
  *************************

  

  Business response

  03/18/2024

  Good afternoon, 

                      I am a bit confused as to your response. Your adjuster requested the additional information and you provided it. You are reaching out after you have already spoken to your adjuster and your claim was processed. You further filed a Trustpilot complaint four hours ago and were also provided the same information. As the serial number listed on the policy is not the same as the serial number on the police report nor the serial number on the picture of the box that was sent in, your adjuster tried to assist you by requesting additional documentation. This is above and beyond, as our goal is to assist our customers and process claims. However, it was not a requirement, as the insured device did not match the claimed device and could have simply been refused. I am unsure why you mention denying coverage, as your claim has not been denied and your adjuster has solely attempted to work with you. Your claim has been processed and a payment scheduled which your adjuster emailed that confirmation. If you have additional questions, please contact our ***************** at ************** option # 2 or via email at ********************************* so that we are able to further address your concerns.

   

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased device (phone) insurance policy through Worth Ave Group in 2021. I have renewed this policy every year. I filed a claim recently due to a phone malfunction. The phone has been dropped but it is unclear what actually caused the malfunction. The policy does cover accidental damage. All other phone insurers send you a phone the next day. This company took 5 days to deny my claim that should have been covered and does not return voicemails.Policy Number: P-2021-******** Claim Number: C-2024-******** Date of Loss: 3/1/2024

  

  Business response

  03/11/2024

  Good afternoon, ****************, we do apologize for any confusion regarding coverage purchased. The policy does not provide coverage for mechanical breakdown of a device which is what was originally disclosed by you on your claim submission. Your adjuster reached out to you for additional information and while you had claimed mechanical breakdown, you provided additional details of dropping your device. Your records now show that a drop caused the damages to your device and therefore your claim was approved. At this time, your claim is pending a local repair estimate from you. Please respond to the email your adjuster sent on 3/8/2024 with that repair estimate to finalize your claim and schedule payment.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/25/24 I filed a claim C-2024-******** regarding loosing my laptop on the freeway while riding my motorcycle. I was on i80 bridge were no emergency lane to stop. A motorist next to me pointing I drop something and when I looked back my backpack became loose and two of my items had dropped. I filed a claim along with all necessary documentation to support my claim. My adjuster ******* then passed the claim to the underwriter by the name ******************* stating they wanted to meet with me in person which I welcome and responded back on 2/12/24 no one has contacted me. According to ******. Standards for Prompt, Fair and Equitable Settlements. b) Upon receiving proof of claim, every insurer, except as specified in subsection ******(b)(4) below, shall immediately, but in no event more than forty (40) calendar days later, accept or deny the claim, in whole or in part. The amounts accepted or denied shall be clearly documented in the claim file unless the claim has been denied in its entirety.c)(1) If more time is required than is allotted in subsection ******(b) to determine whether a claim should be accepted and/or denied in whole or in part, every insurer shall provide the claimant, within the time frame specified in subsection ******(b), with written notice of the need for additional time.I purchased a policy so when accident happen i am covered Not in my case. They breached the contract and failed to follow through their obligations to process within the 40 days timeframe. Purchasing this policy from this company is a waste of money. This give no peace of mind but instead gives you more headache. ********** ********** of ********* has been informed and now In a process of hiring an attorney to guide me filing a legal action. There so concerns about filing fraud claim when theyre the one committing fraud for not acknowledging and processing my claim. Their website claim file UNLIMITED CLAIM covering accident, theft and so on, Misleading and untrue.

  

  Business response

  03/11/2024

  Good afternoon, 

                At this time, the claim is with our underwriter for review. This was communicated in writing via email within the timeframe required. Your claim submission was received on 1/15/2024 and notification of the claim being sent for underwriter review was sent on 2/6/2024. Per Cal. Code Regs. T** 10, ****** - Standards for Prompt, Fair and Equitable Settlements that you mentioned, please see section c that is detailed below.

   (c)
  (1) If more time is required than is allotted in subsection ******(b) to determine whether a claim should be accepted and/or denied in whole or in part, every insurer shall provide the claimant, within the time frame specified in subsection ******(b), with written notice of the need for additional time. This written notice shall specify any additional information the insurer requires in order to make a determination and state any continuing reasons for the insurer's inability to make a determination. Thereafter, the written notice shall be provided every thirty (30) calendar days until a determination is made or notice of legal action is served. If the determination cannot be made until some future event occurs, then the insurer shall comply with this continuing notice requirement by advising the claimant of the situation and providing an estimate as to when the determination can be made.
  (2) Subject to the provisions of subsection ******(k), nothing contained in subsection ******(c)(1) shall require an insurer to disclose any information that could reasonably be expected to alert a claimant to the fact that the claim is being investigated as a possible suspected fraudulent claim.

        Notification of a delay was provided and at this time they are completing their review to sign out for payout of your claim, which we are required to do for all payouts over $2,000.00. All communication should be through them until they have completed their review and we are able to proceed with payment. 

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a claim for my stolen phone on 12/9, and now that I have inquired about my claim Im now being told Im a risk and my policy will be canceled next year. *** asked for a manager, and *** also asked to speak with the person who comes up with this decision and how it is made. Seeing that, I only made one claim. This would be my second claim, and the stupid lady who my claims adjuster isI had a problem with her last timeis very disrespectful. She takes her sweet a** time to respond to you, and she doesnt care to help you. There's been so many different complaints about this lady throughout these reviews here online. Also I've submitted all documents 24 hours ago and no reply from her or ***** who's her manager who emailed me the cancellation decision and when emailed back her I get no response. This company is very crooked and disrespectful and they don't care about the consumer only about everyone's hard, earned money, they steal

  

  Business response

  12/16/2023

  I do apologize for your frustrations and have reviewed your claim, claim history, and all extensive communication for your claim. At  no time was any communication from our office handled in an unacceptable manner.  Our records confirm that your claim was received on 12/11/2023 and the adjuster emailed you all of the necessary documentation needed on 12/12/2023. Once received, your claim was completed and a payment confirmation email was sent to you on 12/14/2023. Your policy was non renewed as you are to be considered a high risk. You have had two theft claims for your iPhone that have been paid out since August of this year and both under two different policies. Your policy was originally purchased on 7/23/2023 and your first theft was claimed on 8/4/2023. A monthly payment option was selected for that policy, and as soon as your claim was paid, you cancelled your policy and therefore did not pay for more than one month in premium. Then a second time, you purchased a policy on 12/4/2023 and claimed another theft for an iPhone on 12/9/2023. We cannot continue to offer coverage for you as your risk level is not acceptable for us. we can see that no additional action is needed from us, as your claims have both been processed and paid in full.

  Customer response

  12/18/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I did not cancel my policy. It automatically canceled due to me not having funds in my bank account and not reading your email. I dont think thats important for me to have to explain why I chose not to renew my policy at that certain time. Obviously I was waiting for a check in the mail, which resulted in me having to purchase a new phone Sorry, some of us dont have an extra $1500 on hand to go out and purchase another phone while we wait for a check in the mail, I deny this response because I still have not gotten the follow up from ******* adjuster regarding the address changed that I have provided. Thats perfectly fine you can go with whatever your decision makes you happy with, and I chose to cancel my policy the other day
  
  Sincerely,
  
  ***********************************

  

  Business response

  12/18/2023

  Good afternoon, 

                     In order to maintain our low rates, we are unable to maintain high risk policies. We do show that your new policy cancellation request was received and processed. Your adjuster received your updated address correspondence and will be handling her emails in the order received. You should be receiving a response withing 1-2 business days.

   

  Customer response

  12/19/2023

  
  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is doing the same thing it has done in the other complaints. I have sent them several estimates but they refuse to pay the claim. My laptop has been broken for months. I told them I was filing another complaint, but they didn't care. Due to delays laptop is beyond repairs. They want me to send my laptop to a company that sent me a pass due bill when I never sent anything to them. Compliant filed with the AGs office as well.

  

  Business response

  12/01/2023

  Good afternoon, 

                     We apologize for any inconvenience that you have experienced, however the estimates that you have provided were not for evaluations done in person to assess damages and repair costs for your device. These documents state that the cost may be altered depending on your device, which is not a set rate for repairs. One of the estimates that you provided was from one of our partner repair facilities, and therefore, they are able to complete the assessment and repairs in house. A claim was initiated in their system and a box and label were sent to collect your device for in person evaluation and repairs. ***** tracking is attached illustrating that it was delivered to your residence as well as ***** provided a porch picture of delivery that matches the porch for the address you provided on your claim forms. A picture of this is also attached. When you had reached out to our office, you insisted that the package had not been received, however later stated that you had just wanted to utilize a local facility. The local option was what you had initially been offered and were unable to provide the required documentation. At this time, the only option to proceed with your submission will be to send your device in for evaluation and repairs through our partner, which is one of the locations that you provided an estimate to our offices from. If you would like to proceed with your claim, you will need to reach out to your adjuster with that information. The repair facility will evaluate your device, confirm the damages present match those originally claimed, and will proceed with repair or replacement as approved by your adjuster. 

   

  Customer response

  12/06/2023

  
  Complaint: ********
  
  I am rejecting this response because I never got the packaging. **************** sent me a bill when I never sent them the laptop. My policy doesn't state the estimate must be done in person. 
  
  Sincerely,
  
  ***********************

  

  Business response

  12/08/2023

  We can have an additional box sent to retrieve the device for repairs, however we did provide you with proof of delivery. Now, proof of receipt is a different story and there is always a possibility that an empty box was taken from your porch. The repair facility will bill you for your deductible payment as soon as we have opened a claim with them for repairs. Until your device is sent in, you will not need to pay your deductible to them. If a box was not originally received, that needed to be communicated to your adjuster so a new box could be sent. Instead, we show your communication stated that you were not sending the device in for repairs as you wanted to go local. However, you were offered that option, and instead, you reached out to the facility that we are now having you send your device in to for an estimate. They are not local to you, and did not evaluate the device in person to confirm damages. They will be able to assess and repair the device in house. In order to proceed with your claim, you will need to request a new box be sent to complete repairs. 

  Customer response

  12/10/2023

  
  Complaint: ********
  
  I am rejecting this response because is incorrect. They have a long history of not paying claims. I sent several quotes to them. I cancelled my policy but I'm still being billed.i told them several times I'm not using ****************.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They hide their terms and conditions for iphone insurance specifically for important terms and conditions of a WAITING PERIOD after purchasing insurance - There is a 30 day waiting period for insured device be covered for Accidental Damage There is no ****************** Page. There are no disclosure notes with active links labeled as subject to terms& conditions. ****************** or Click here for details See Details or Disclaimer click here for ******************.Willfully dont encourage consumers to review important information and or ****************** prior to purchasing insurance coverage. The ****************** are improperly labeled as policy booklet hidden under a category labeled as resources piled below BLOG category and other non-important categories. So even if a savvy consumer tries to find their ******************- it is extremely difficult to navigate it. All companies have a clearly labeled - ***************** link / or page on their website.

  

  Business response

  11/20/2023

  We believe in being transparent with our limitations. For this reason, the 30 day waiting period is mentioned in several places on the website, in the terms and conditions, and must be acknowledged prior to purchase of any policy. It is an actual check box that will not allow you to proceed with your policy purchase until you have acknowledged reading and understanding this. We apologize for the inconvenience this may have caused.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently filed a claim for my stolen phone, and my claim was approved on 11/2. The check was mailed the following Friday, and according to the post office, the check was damaged in the mail, resulting in me not receiving it. I notified my claims adjuster, and she told me that I have to wait for her financial department to get back to her regarding this. They can obviously see the check was not cashed or deposited, and they can also void the check with their issuing bank. I have seen numerous different BBB claims on here with this company that resulted in problems, and I feel that Im going to be the next person to deal with this. I dont understand why they cant do a direct deposit to make sure customers actually receive the check or other form of payment.

  

  Business response

  11/20/2023

  I do apologize for any inconvenience the postal service caused by damaging your check. Our records indicate that you had reached out to the claims department for a reissue. The claims department can only direct you to accounting for payment issues. You notified your adjuster on 11/15/2023 and were directed to accounting same day. The accounting team provided you with an affidavit and waived the 15 business day wait on check reissues that is a standard requirement by our banking establishment. Accounting requested the sworn affidavit be filled out, signed, notarized, and returned. At this time, they have not yet received that back from you to have the check reissued. Please contact our ***************** at ************** option # 2 or via email at ********************************* if you have any additional questions. 

  Customer response

  11/22/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The check was returned to you, and I was told to check would be re-issued to me, but have not heard back from your accounting department upon following up with my address to have it re-issued I was told that I no longer needed to have It filled out or notarized due to the check being sent back to you guys and you receiving it. I wiill not close this until I have received said check . I have opened a complaint with the Attorney General of ******* also.
  Sincerely,
  
  ***********************

  

  Business response

  11/29/2023

  While we understand your frustration, the offices were closed due to the holiday which may have caused an additional delay. Our records indicate that the accounting department mailed your check on Monday the 27th when the offices reopened. I have attached a copy of the envelope with your address information and your payment should be arriving shortly via standard U.S. Post.

  Customer response

  11/29/2023

  
  Complaint: ********
  
  I am rejecting this response because, once I receive payment and it clears, I will close the complaint with BBB and my attorney general's office. Unfortunately, this has turned into a huge mess with the waiting and the return of the original check. By the time this is finished, it will be over a month. Communication could be better without having to reach out to several different people about this, and it would be great to get a return phone call when I leave a message. I think that would be proper customer service. I feel anyone would be upset about not having a phone for over a month just about now. Again when I receive the check I will close this until then I will leave it open for communication and record purposes. 
  
  Sincerely,
  
  ***********************

*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. ↩