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Business Profile

Auto Insurance

The General Insurance

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Insurance.

Complaints

This profile includes complaints for The General Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 300 total complaints in the last 3 years.
    • 118 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/01/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I got The general car insurance on 2/21/25, however my vehicle was voluntarily repo on 2/26/2025. The Repo company give me a paperwork confirming the car was tow on 2/26. My scattered brain forgot to cancel the insurance. I made a payment of $218.. in March. I remembered to cancel the insurance April 21th I send the documents acknowledging that I no longer had the vehicle. Instead of the general canceled the insurance to not count against me they sent a letter saying my insurance cancel due to nonpayment and it lapse which will make it harder to get insurance in the further. I would like to be reimbursed and my cancellation reason changed

      Business Response

      Date: 05/06/2025

      Please see the attached response. 

      Customer Answer

      Date: 05/06/2025

       
      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,

      Glowin Beakoi

    • Initial Complaint

      Date:04/23/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They legally added someone to my insurance. They said that theyve reached out to me. I didnt respond so they added the person to my insurance simply because the person was listed under the address. This is not in the contract that I signed. This is illegal. I dont even know the person that they added to the insurance.

      Business Response

      Date: 04/29/2025

      Please see the attached response. 

    • Initial Complaint

      Date:04/22/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On March 9, 2025 Deferit paid The General insurance online. I cancelled the policy and got cheaper car insurance. They said they sent a refund back to the card on file which is Deferit and Deferit said they never received it. This is a dispute going back and forth with them. Deferit only has a card to pay payments and there was no return payment and according to The General there was no returned payment on the refund. I am sick of going back and forth with this. Deferit only pays out of that account and doesn't receive deposits in the account from places.

      Business Response

      Date: 04/30/2025

      Please see the attached response. 

      Customer Answer

      Date: 04/30/2025

      Got this from deferit after sending them this response from the general.  I will close this out.  But wanted it to be known that this has been a long process contacting them 

      Hi ******,
       
      Thanks so much for your patience and I want to sincerely apologize for all the back-and-forth here.

      After a full review, we've confirmed that a refund of $168.10 was received on March 26 from The General. It looks like there was some confusion around which card the refund was issued to, and that led to delays in identifying it on our side.

      To make this right, we have refunded the 2 installments that you have paid to us towards the bill for the amount of $96.67 and deleted the 2 future installments amounting to $94.68 on the bill so you don't have any more financial obligation on this bill.
       
      In addition, were also covering a month of your Deferit subscription by refunding the $14.99 membership fee that you've paid to us, as a small gesture to thank you for your understanding and persistence.

      We really appreciate you sticking with us through this, and if you have any questions at all, we're here to help.

      Wishing you a wonderful day ahead!

      Kind regards,
      *****



      Did you know? You can invite your friends and family to join Deferit and get $14.99 credit off your next monthly fee. Theyll get $14.99 credit too! Simply log in to your account and click on Earn Rewards in the navigation menu. Share your link and earn rewards for everyone who signs up and uploads a bill.

      deferit

      deferit Pty Ltd

      Help Centre

      ********************


      [0XLW1V-W4Z71]
      Thank you for taking care of this. 


      ******

      Show quoted text

       

      Customer Answer

      Date: 04/30/2025

       
      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,

      ****** *****

      I received an email that they would correct it after I sent them this 

    • Initial Complaint

      Date:04/21/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased 6 months of car insurance from the general on March 4th 2025 for my 2011 ******* ******. I received a letter about a month later demanding that I provide them with proof of my physical address here in ******** or they were canceling my policy. This was never an issue when I purchased the policy. Not to mention my address is on all of my paperwork with them. They never even contacted me to notify me that I had to provide this documentation or I would have prior to receiving the letter from them. They do have my number and email address on file. I submitted my rental lease on April 10th 2025. I never heard anything back from them, so I contacted them on April 15th and resubmitted my rental lease. They were supposed to contact me back and never did. I found out the following day that as of April 16th. 12:01 a.m. they canceled my policy. They have not refunded any of my $1359.00 nor has anyone tried to contact me to resolve this issue after numerous attempts to contact them. I'm a single mother of three and I can no longer drive my vehicle because there's no car insurance on it.

      Business Response

      Date: 04/23/2025

      Please see the attached response. 

    • Initial Complaint

      Date:04/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This insurance company is not agreeing to the damage of my vehicle and is not coming out to take pictures on my car to get prove of the damage. I have been to 3 shops and they agree that it should be totaled out from hail damage. So I don't know what else to do. I just want my car totaled fixed or just totaled out so i can move on. Dates are 3/14/2025 until now. The agent **** ****** has only spoken to me 2 times this whole time. The shop has refused to fix my car because they are tired of dealing with my insurance. They have not recieved any communication from them. They did recieve a check for the repairs but it wasn't near what they agree on. They never agreed on anything. The 1st shop is totally done with me now because of this insurance. Please help me to get my insurance to resolve this.

      Business Response

      Date: 04/22/2025

      Please see the attached response. 

      Customer Answer

      Date: 05/02/2025

      It is not resolved. I am still fighting with the insurance company. They still haven't agreed to fix my car or total it

    • Initial Complaint

      Date:04/18/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      There was a big debacle where due to an error with the general website I made a payment in full $1039 instead of making my monthly payment. I requested a refund and was told that I'd have the refund in 7 to 10 business days this was on December 28th. I filed a claim with my bank after a week went by and after much back and forth the general refunded me $863 on the ********* of America reopen the claim in error and did a chargeback of $867. My policy was canceled and I got *************** to admit fault but I had to pay the 867 out of my own pocket to the general since *************** wouldn't take financial responsibility. I got a supervisor named ******* on the phone after many phone calls who had a conference call with myself and a representative from *************** who admitted fault again and decided to reinstate my policy. She told me that there would be a flag on there that if I missed one payment then I would be canceled without a possibility of reinstatement and it was flagged because of the *************** situation. She told me that this would be removed and not to worry about it. I told her hopefully it shouldn't be an issue. I missed my payment by 3 days and apparently the flag was never removed and there were notations in the account regarding to such. I know over the phone I was told not to worry about it and to disregard the flags because it shouldn't apply to me since this entire situation was never my fault.All I want to do is pay my bill and get reinstated without a lapse. I was told multiple times in the very beginning that my money would be refunded within 7 to 10 business days which led to me taking out the claim with ***************. None of this would have happened if The General would have refunded my payment within the time frame and they gave me so I know I should not be penalized. I am trying to avoid getting an attorney involved and I'm hoping the Better Business Bureau can help in arbitration before it becomes a legal dispute.

      Business Response

      Date: 04/30/2025

      Please see the attached response. 

    • Initial Complaint

      Date:04/11/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made a mistake and did not have a car in reverse I hit the garage instead of backwards yes it's my fault however I have insurance. I had to file a claim last year for a minor dent in a co-worker's car due to my fault. Her car did not get fixed for a week. Now my car is running damage I have no idea if it is drivable or not I'm on day two of missing work because I have not heard back anything. I called the call center they said they have 48 hours and I said how does that help me get back to work and she said they have 48 hours and I said is that call you're going to tell me and she said yes and hung up. Worst customer service ever. On top of all of that it says you can check the status in the app or online and both of them have been saying unable to unable to load please try again later. And it's been like that for two days. I want time off that I have been missing for work. Last time I had to do this with progressive they had everything done within a day and now these jerks are telling me I have to sit here and miss work??

      Business Response

      Date: 05/05/2025

      Please see the attached response. 

      Customer Answer

      Date: 05/05/2025

       
      Complaint: 23191339

      I am rejecting this response because:

       

      i Have left 4 emails and NEVER HEARD FROM MY CLAIM ****** Since it was transfered to a new claims person last name ******.

      I got an email stating it was a total loss about 2 weeks ago. I have heard nothing since!!! It said she should have called me within 2 days of it transfering to him/her. 2 weeks later and still nothing. It has been 4 weeks now since my accident. 

      Apartment hasn't heard from them, **** ****** hasn't heard anything... If this is what it takes to get a response then so be it. 

      Sincerely,

      ********* *****

      Business Response

      Date: 05/08/2025

      Please see the attached response to the follow-up inquiry 

      Customer Answer

      Date: 05/08/2025

       
      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

      Date:04/08/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Refusing to pay for damages done by there insured driver.

      Business Response

      Date: 04/09/2025

      Dear ***** ********, 

      The General Insurance has received the attached complaint # ******** for ******* *****.  Unfortunately, we are unable to locate a claim due to the limit amount of information provided.  If ******* ***** is able to provide a valid policy or claim number with our Company, we will be happy to address their concerns. 

      Thank you, 

      The Customer Concern Response Team

      ********************

      *********, TN 37230-5195

      **************

       

      Customer Answer

      Date: 04/09/2025

       
      Complaint: 23177854

      I am rejecting this response because: here is the claim number need to proceed 

      # *************

      Policy #AR6951224

      Extention #**** was the employee that I spoke with 

      Sincerely,

      ******* *****

      Business Response

      Date: 04/18/2025

      Please see the attached response. 

    • Initial Complaint

      Date:04/03/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a debt collection letter dated 3/7/25 Ref#***********. Stating I owe amont $91.81. Lies False. I paid my Monthly premiums Every month.

      Business Response

      Date: 04/07/2025

      Please see the attached response. 

    • Initial Complaint

      Date:03/28/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a travel insurance and they have a 10-day look that will expire on April 2, ******************************************************* Today is March 28, 2025 so my 10-day look has not expired yet but they will not refund me. I called Generali insurance and they said to contact *********** where I booked it so they can issue a refund. But when I contacted *******, they said to contact Generali.

      Business Response

      Date: 03/28/2025

      Good morning, this is not our complaint. We do not have this customer in our system and we do not deal with Travel Insurance Policy. Seems this is Generali Global Assistance who has this policy, not The General.  

      Customer Answer

      Date: 03/29/2025

       
      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.

      My complaint is with GENERALI INSURANCE for a Travel Insurance Policy. I apologize, and I am not sure how and when or why did it says General Insurance (a different company).

      Sincerely,

      ****** *****

    The General Insurance is NOT a BBB Accredited Business.

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