ComplaintsforWorth Ave Group, LLC

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been paying for phone insurance through this company. Now that I need to file a phone claim my policy is canceled WITH NO NOTICE AND NO REASON. I had no idea it was even inactive. What a scam! They hardly provide coverage at all and when I do need it now my policy is canceled for some odd reason WITHOUT NOTICE AT ALL! ??!!

  

  Business response

  11/02/2023

  Response added by BBB staff member PN- sent from business via email...

   

  Good afternoon, 

                     We received your claim in for a policy that is still in effect. The policy period is 2/22/2023 through 2/22/2024. We believe in being transparent with our limitations. For this reason, the requirement for visible signs of forced entry for theft from an unattended motor vehicle is mentioned in several places on the website and in the terms and conditions. We apologize for the inconvenience this may have caused you, but the claim was denied due to the claim form and police report (both are attached) stating that the vehicle was left unlocked. The policy verbiage details that we will not cover loss or damage that is caused by or resulting from theft from an unattended vehicle except when it is securely locked, its windows are fully closed, and there is visible evidence that entry into the vehicle was forced. We do show that you located your device and have since filed a second claim stating that this phone is now damaged. At this time, we consider this original matter to be closed, as the original claim is null and void due to the recovery of the phone. If you have any additional questions or concerns, please do not hesitate to reach out to our claims department or your adjuster.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/5/2023 my phone stopped working. It just wouldn't turn on. I had filed two other claims with this company that they denied. They denied my claim and said "MECHANICAL BREAKDOWN: We will not cover loss or damage caused by mechanical breakdown or system failure if not caused by accidental damage. If a fire or explosion ensues, we will pay for that loss or damage."So if your phone just stops working, they won't cover you. Which is the entire point of having insurance. Since they have no intention of paying out any claims, they should refund my money.

  

  Business response

  06/12/2023

  Good afternoon, 

            In researching the claims submitted, it appears that there have been three. The first was for a device damaged two days after the policy purchase. 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. This first claim, which is attached, was denied. The second claim, which is also attached, was for the same device again with a new date of loss. As the original claim was denied, we needed validation that the previously denied damages were fixed prior to any new damages. As that receipt or documentation was not provided, that claim was dismissed due to the inability to receive the necessary documents to proceed with the claim. The third claim, which is also attached, was submitted and this time claimed damages were due to a mechanical breakdown. While we still would have needed receipts or verification that previously denied claim damages for both claims were corrected prior to the mechanical breakdown, you did not select to include warranty coverage in your policy. I have attached your Policy Declarations as well for your review. In this policy documentation, it does list the areas excluded from coverage, which include a mechanical breakdown. Your complaint was filed on 6/7/2023, which appears to be the day after your cancellation request, which is also attached, was processed. At this time, we consider the matter closed as no valid claims were submitted for adjudication and your policy has been cancelled as requested.  

   

  Customer response

  06/12/2023

   
  Complaint: ********
  
  I am rejecting this response because: I sent the receipt for the damage getting fixed and yet my claim was denied. If a device stops working, this should be covered in any insurance coverage. As you can see from the numerous complaints on this website and others, this company always denies claims made by it's customers.
  
  Sincerely,
  
  ***********************

  

  Business response

  06/14/2023

  While we understand your position, the policy cannot cover areas that have been excluded from coverage. All insurance policies have selections for coverage and policy exclusions. Unfortunately you did not purchase warranty coverage. In the standard policy, mechanical breakdown/warranty coverage is excluded. Therefore a claim for an exclusion will not be supported by your policy. As both previous claims were within the waiting period, both of those are not supported by your policy. The last was for a policy exclusion. At this time, there is not an option to have any of these claims supported by the policy purchased. 

  Customer response

  06/14/2023

   
  Complaint: ********
  
  I am rejecting this response because: the phone not working should obviously be covered. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had until today March 2nd full coverage insurance On my cell phone with Worth ave group. Upon signing up the guy was a "yes" man selling promises. I bought in and come time to file a claim on February 5th phone incident, they gave me excuse after excuse on why they couldn't cover my full coverage plan. All said in done after a minth of back and forth and police reports nothing was good enough. The main reason being because ****** FI is my phone company and they are all internet based. All i can get are screenshots for proof of ownership. Worth ave group repeatedly involved the police to the point a detective got involved and it has become a mess. The documentation is not obtainable besides screen shots and worth ave group refuses to accept them so police said they have to ho by what the insurance company wants for proof and cant help me any further without the specific documentation not screen shots. Well for an insurance company that insures technology they sure are not up to date with the times of technology. I have as of today requested my policy be canceled. I gave them the same information when I signed up and they where gld to take my money! So why now giving them the same information is it a problem? They are liars, theives and "yes" men. They tell you what you want to here but wont cover you when life gets you down and you need it the most.

  

  Business response

  03/07/2023

   I apologize for any confusion regarding coverage. Unfortunately in your submission, we were met with obstacles that we continued to try to work around for you. I have attached all claim correspondence as well as the declaration page and policy details. The police department stated that documents that were provided by you and stated to be from the police department were in fact not from the police department. Statements made regarding the refusal of the police department to take your report were also proven to be false. We continued to attempt to assist you by offering assistance and options for claim resolution, however all were met with additional refusals to provide those documents. Your claim was still open and was pending the amended police report with the serial number insured listed. At this time, your adjuster received the email attached in the 2nd portion of your claim packet stating that you would like the claim to be closed and we considered this matter to be closed at that time. 

  Customer response

  03/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: Nothing I said was false ever. The only thing you can consider not straight forward was me typing up what someone else said. Multiple times i asked to do three way calls and you refused. So I started emailing. I always stated the facts. You are attempting to twist facts around to civer ratings. You are not stating the actual course if events. Instead you are making up events claiming I provided false information. I never did.
  
  Sincerely,
  
  ***************************

  

  Business response

  03/09/2023

  We provide service in a non biased, impartial manner. The information stating the documentation you provided was false was given to ** directly from the police department. The correspondence from the police department was included in the previous attachments as well as all correspondence for your claim. The adjuster went above and beyond to try to gather and verify information for your claim. At this time we are unable to proceed with your claim until the requested update to your police report is made detailing that the serial number/IMEI number insured matches the item claimed on the report.

• Initial Complaint

  02/14/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Ihave had a policy for years with this company and had to make a claim on 2/14/23 due to accidental coverage. Company refuses to pay because I moved abroad and never told me that i was not covered internationally. I spoke to many reps when I continued my policy and was told my MacBook pro is covered internationally. Worth Ave grouo was deceptive and stole money intentionally to collect money for a policy they say can't be resolved. I want my.policy limits.

  

  Business response

  02/20/2023

  Good afternoon,

   

  Upon reviewing your claim packet, I do see that the adjuster had requested a repair invoice be submitted for review. Upon hearing that you no longer live in *****************, they did state that you needed to live within ***************** to maintain coverage. While we do provide worldwide coverage to our policy holders, you cannot purchase a policy without a valid US address. This claim can be supported, but you would be unable to renew the policy if you no longer have an address here in *****************. I do show that the adjuster is still waiting on the requested repair estimate to review in order to move forward. As soon as that is received, we will be able to further review your submission. Your claim has not been denied or closed at any time, as your policy is valid and active.

  Customer response

  02/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:representative said I couldn't get assistance. I can get a repair invoice but the company is trying  to do whatever they can to not help.
  
  Sincerely,
  
  *********************

  

  Business response

  02/21/2023

  I do apologize for any confusion, however the repair estimate has been requested and the claim cannot be reviewed without this document. Your policy reimburses based on repair or replacement, whichever is the lesser of the two. We do not need to stall at any point, as your claim can be paid once this documentation has been sent in by you and the lesser has been established.

• Initial Complaint

  11/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was unable to reach customer support to update my card details for 3 policies which have been current on the day the 22nd. A contact submission was made regarding issues connecting to customer support and the need to make a payment within the 14 day window and retain coverage with WorthAveGroup.A reply was received the 23rd indicating to reach customer support. During normal business hours, a representative was not reachable. I called again and voicemail message did indicate that Worth Ave Group was closed in light of holiday's. Another call was place and the offices were closed for the holiday. However, the holiday times were towards the end of the 14-day payment window. This was not fair for as I was not able to contact the business, and request that payment could still be made tomorrow, the 25th. I request that an exception be made during the holiday to maintain the policy as I have with good faith contacted the business several times within the needed 14 day. I was not able to connect the 22nd, nor the 23rd, or the 24th during holiday times. I request payment be accepted the 25th and coverage continue. ******** service agent replied during advertised business hours @ 11/23/2022 9:24 AM, but upon direction to call the offices were closed for holidays and an agent was not reached. I wish that an exception me made to continue my policy with an accepted payment tomorrow due to holiday. This wasn't fair for me as I contacted ******** Services during advertised times Friday 8:00 am to 6:00 pm CT without success and a holiday office closed voicemail when contacting **************.

  

  Business response

  11/25/2022

  The 3 policies missed monthly installment payments on 11/8/2022. We allow 14 days (contractually we allow 10 days) from the payment attempt date (communication uploaded, with customers late response after established business hours) for a missed payment. We sent notification and attempted to call. 14 days would be 11/22/2022 for all 3 of these policies. Holiday hours started on 11/23/2022, with partial hours on 11/23/22 and closed 11/24/2022. Based on the dates this did not impact the customer.
  
  This customer is well aware of these procedures. Our claims, customer service, and management staff has spoken to this customer multiple times (via chat, email, and on there phone) related to policy missed payment and non-renew statuses. This customer had 3 prior policies in March 2022 that missed monthly payments cancelled. In addition, this customer was sent communication on 5/2/2022 (1 communication of several send uploaded as an example) as non-renewed for excessive claims advising no new policies or coverage would be allowed. Existing active policies would be allowed to complete the original terms of those policies. These terms include paying premium for those remaining terms, which they failed to do.
  
  This customer was further reminded on 7/1/2022 (1 of several communications uploaded as example) that they were prohibited from future coverage, having attempted to purchase new policies on 6/4/2022, A full refund of those policies was issued They have once again tried, today 11/25/2022, to purchase 5 new policies, which as previously communicated on 5/2/2022 and on 7/1/2022, and again will be communicated to them, they are prohibited from any future coverage. These new policy purchase attempts are in the process of being cancelled and full refunds issued or the payment voided as done previously on 7/1/2022. For all the reasons listed above, these past policies cannot be reinstated and no future policies or coverage will be allowed as previously communicated.
  
  

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the terms and conditions of their phone insurance policies, Worth Ave includes inaccurate steps the customer must take when filing a claim, then Worth Ave fraudulently and maliciously denies claims when customers don't follow apparently required steps that aren't actually outlined in the terms and conditions of the policy, nor do they adequately inform and follow up with the customer on those added steps. I became a ********************** Ave customer in May 2021. In February 2022 I filed a claim asking for help to repair my iPhone's camera lens that had a hairline crack and was distorting my photos. According to Apple, they couldn't replace just the lens, they had to "replace the whole back." I followed the steps required in the terms and conditions of my policy to seek repair through my Worth Ave policy. Worth Ave approved the claim and sent an email with the subject line "2/23/2022 Payment Confirmation for Claim C-2022-********." By the subject, no further action was required on my part. Worth Ave then renewed my policy in May 2022. However, in August 2022 when my iPhone's Face ID stopped working, Worth Ave denied my claim for a replacement phone because I had apparently gotten a new serial number during the Apple repair in February 2022 and I did not inform Worth Ave of the serial number change. The confirmation email from February, which I didn't open at the time, said at the very bottom that if I received a new phone I needed to provide Worth Ave with the updated serial number. I didn't get an entirely new phone and didn't realize I got a new serial number. ********************** Ave should have sent a separate email saying ACTION REQUIRED and followed up until they got the new serial number from me, since they knew based on the Apple quote that a new phone would be issued, resulting in a new SN. Worth Ave denied my claim upon second review, and now won't provide me with a full refund backdated to Feb 24, 2022. Why would they renew my policy in May for I phone I haven't had since Feb?

  

  Business response

  09/21/2022

  I do apologize for any confusion or desired verbiage utilized in our correspondence. I have reviewed all documentation from not only this claim, but also the prior claim submission. The policy purchased was for a serial number that you claim was replaced on the initial claim. I have attached the original claim repair estimate in the attachment labeled Previous Claim Correspondence. The repair estimate does not state a replacement device is being provided. They state the rear system is being replaced due to the rear camera crack. Even with it being just a repair, your adjuster provided the standard disclosure, which is also attached. This states that if this claim results in a replacement device being purchased, you will need to contact customer service to update the serial number. Coverage for the replacement device will not begin until this has been updated. This same disclosure is on the check detail that you received with your payment for the repair of your device. By depositing those funds, you are acknowledging all information enclosed with that check including the check stub information. At this time, we cannot accept claims for devices that are not supported by your purchased policy. 

  Customer response

  09/21/2022

  
  Complaint: ********
  
  I am rejecting this response because: you should accept proof of purchase of device from Apple on my February/March Amex statement and Apple receipt as equivalent to having provided you with new serial number. My policy does not disallow this. Since youre being totally unreasonable, I have reported you to the OK Attorney Generals offices consumer protection division and would be happy to take legal action if you continue to refuse replacement, and also if you do not modify your future policy language, just to make a point and protect other consumers from your deceitful practices. 
  
  Sincerely,
  
  *****************************

  

  Business response

  09/22/2022

  We in no way have any form of deceitful practice and notify you to update your serial number to transfer coverage in numerous ways. Unfortunately the device claimed was not supported by your policy and cannot be provided coverage until after the date that serial number was updated. A receipt provides proof that a phone was purchased, however does not support the insurance policy needs to be for that purchase. We maintain policies for thousand of customers that have multiple devices. Each device maintains it's own policy. These customers have a receipt of purchase for each device they have insured. Your proof of ownership would solely show that you purchased a new device, not that you desired coverage be transferred from a current serial number to a new serial number. Requesting coverage be transferred is your responsibility as we do not make an assumption on any policies. Purchasing a new device could mean several things. It could mean that you would be taking out a new policy to cover your new device, that you did not want to insure the new device with our company, or that it was a replacement for a previous device and you would need to update your existing policy. Therefore, a purchase receipt would not validate a serial number update to a policy. That can only be done by contacting customer service as detailed in your previous payment confirmation email as well as on the check stub of your previous payment.

  Customer response

  09/22/2022

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

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

• Initial Complaint

  07/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Unfortunately, I filed (3) claims 06/29/2022 due to a theft around the block. A filed a few claims this year which were not fault of my own which were processed and paid on-time.My claims have remained open as of 7/9/2022. I obtained everything required in the following claims Email sent by my adjuster Portia ************ including the police department report, timeline, invoice/receipts, identification document, and electronic device checklist, all which were sent quickly after received Email.I had to purchase additional music mixing material from Amazon.ca as the United States Amazon.com market didn't have the sellers needed. I closed my ** account and opened a CA account before receiving adjuster's Email. I wrote 06/07/2022 detailing difficulties accessing the Amazon account due to 2FA, and not able to approve login from an existing device. I ended up opening a new Amazon (********) account with number and Email and in the process deleted my Amazon (US) account and information; downloads, order history, address book, delivery information. THANKFULLY, I downloaded a copy of my order confirmations before account was deleted as Amazon was not able to help me regarding the deleted account information.Now adjuster wants to have a call to verify purchase receipts after switching to Amazon.ca; as she doesn't have access to my Amazon.com account. She didn't let me know before account deletion processed 7/2/2022 and without access of original Amazon.com account!Now claim(s) C-2022-******** & C-2022-******** remain open without approval!! Previous claims were already processed with proper documentation and order confirmations sent by Email at time of filing. I haven't been able to replace my gear for an upcoming event this week and won't be able to perform. I don't understand why they just won't approve the claim after I Emailed delivery confirmation of the orders. Now I'm still waiting to replace my gear!!! SLOW CLAIM PROCESS AND STILL WAITING FOR APPROVAL A WEEK LATER.

  

  Business response

  07/13/2022

  In the two submitted claims, proof of ownership was not provided and could not be verified. The adjuster had attempted to gather this information on multiple occasions and even had assistance from a supervisor.  Early yesterday morning, Amazon had set up a call to go over the documents submitted in the claim, as they confirmed these were not documents they had any record of. Once this was relayed, we were informed that the property had been recovered and it was requested to close the claims. At this time, both claims have been closed and we look forward to assisting on any future claims. I had attempted to attach both claim packets, however the system errored out both times. I am able to provide those if need be and please let me know if I may be of additional assistance. 

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased cell phone insurance through this company, and they continue denying my claim, stating that they cannot find the serial number on the original proof of purchase box that I have provided for them. The adjuster states that I should be able to find the serial number on my cell phone, but like I have explained to numerous adjusters is that how would I be able to find a serial number on a phone that was stolen. I have provided the police report of the theft, and have provided the box that clearly shows the proof of purchase. But yet we continue going back, and forth and they are asking for information that I do not have such as the stolen phone. Any cell phone carrier will accept the Box as original proof of purchase but somehow this company continues making it difficult for me. This is a valid claim, and the original box clearly shows proof of purchase. The company should be able to use the box to look for the serial number as the only person who has the original box that the phone comes in is the original owner of the phone. The adjuster should be able to locate and find the serial numbers of the claimed device with the *** / IMEI numbers on the original Proof of Purchase box.

  

  Business response

  05/16/2022

  We apologize for any confusion regarding your purchased policy or your submitted claim. While we do show that you have submitted a copy of your phone box, your adjuster did not have any difficulty in locating the serial number. The issue is that the serial number on the box is not the serial number insured on your policy. The policy purchased is serial number specific and will only provide coverage for the device insured. If at any time a new device is purchased, you may update your serial number to transfer coverage to your new device as opposed to being forced to purchase a new policy to maintain coverage. We do not show that there was any contact from you in attempt to transfer your coverage to a different device. If you have any additional documentation, I would be happy to review that for you, but at this time, we are unable to support a device that is not supported by a purchased policy. Your claim packet including all correspondence and documentation is attached for your records. 

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 3 iPhone insurance policies from this scam company. My wife’s iPhone became defective through no fault of her. This scam company refuses to replace the phone.

  

  Business response

  05/09/2022

  We believe in being transparent with our limitations. For this reason, the exclusion of coverage for mechanical breakdown is mentioned in several places on the website and in the terms and conditions. We apologize for the inconvenience this may have caused you, however the original claim submitted was denied for a mechanical breakdown. The original incident detailed the damages as bad wireless charging module, bad charge port, bad microphone, dropped calls, and further stated that the device was recommended for replacement. Your adjuster requested additional incident details to review if there was an incident that in fact caused these damages, and it was relayed that there was no physical damage to phone, it just got old. Unfortunately a mechanical breakdown is not supported under the policy purchased and we are unable to overturn your submission. Your full claim packet is attached including all correspondence for your review. Please contact our Claims Department at 1-800-620-2885 option # 2 or via email at [email protected] if you would like us to further address your concerns.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm paying $11.50 a month for insurance on my phone. My phone is broken due to an accidental drop and they're refusing to move forward with my claim.

  

  Business response

  05/09/2022

  We believe in being transparent with our limitations.For this reason, the exclusion of coverage for wear and tear is mentioned in several places on the website and in the terms and conditions. We apologize for the inconvenience this may have caused you, however the original claim submitted was denied for wear and tear. The original incident detailed the screen protector came off due to regular use. The screen is now cracking along the crease of the fold and is starting to affect performance. The screen will turn off when phone is flipped open. In the policy terms and conditions, the exclusion for wear and tear states we will not cover loss or damage caused by or resulting from wear and tear, gradual deterioration, insect or vermin. Wear and Tear means the reduction in value to the Insured Product stemming from routine use and exposure. After this claim was denied on 4/8/2022, a new claim was submitted with damages on 4/13/2022. Your adjuster stated that a receipt of repairs from the previously denied damages would need to be submitted for review. The incident detailed that the device was then dropped on the way to have warranty work done which caused a crack in the screen. Your adjuster explained that we cannot support partial repairs and would therefore not be able to process a claim for reimbursement until the internal damages caused by the original wear and tear were corrected. We are unfortunately unable to move forward with a screen repair due to the most recent drop, as there was already cracking in the screen from the screen protector as well as power issues still present. The claim packet including all correspondence is attached above for your review. Please contact our ***************** at ************** option # 2 or via email at ********************************* if you would like us to further address your concerns.

  Customer response

  05/10/2022

   
  Complaint: 17141773
  
  I am rejecting this response because: I made a mistake and created a claim rather than going to the manufacturer for the original problem. I had unfortunate timing and dropped the phone on the day the repair was going to happen. After a somewhat lengthy back and forth with the manufacturer, they didn't repair my phone because it was dropped. A drop, an accidental drop which I have a full coverage policy on the phone which covers accidental drops. If I had not made the first claim, there wouldn't be any problems, and if I had dropped the phone after the repair was made, there wouldn't be any problems. The fact is the phone was dropped and is completely broken. Regardless of any other damage prior to the drop, the phone is still in broken due to an accidental drop. I have a policy which covers accidental drops and I would like my claim to move forward. 
  
  Sincerely,
  
  ***********************

  

  Business response

  05/10/2022

  Unfortunately we are unable to proceed with repairs as the majority of the damages are due to the mechanical breakdown. If you obtain a repair estimate for the damages, we can review the estimate for you. Your insurance policy would only be responsible for the cracked screen though, which would not fully repair your device.

  Customer response

  05/10/2022

  The majority of the damage was not due to a mechanical defect or wear and tear. It was from the drop. The mechanical defect was a small crack on the screen. After the drop, the screen is dead, the phone won't turn on or charge. I need my phone fixed. I'm paying for a service and it's been very difficult trying to use the service I AM CURRENTLY STILL PAYING FOR.

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