Complaints

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.

• Initial Complaint

  Date:09/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 called ******** Insurance Agency located at *********************************************************, phone number ************ on August 1, 2023 around 11:00 am, and I received a quote from ******* Insurance for full coverage auto insurance on my 2019 Kia ***** I paid $234.25 as a down payment over the phone and received my policy electronically in my email on August 1, 2023. I was advised by the representative at Low-Rate Insurance that I would receive my first bill from ******* Insurance on August 30, 2019. I never received a bill so I called Low-Rate Insurance on September 5, 2023 to ask why I had not received a bill from ******* Insurance and I was informed by ******** that my auto insurance had been cancelled and a pro-rated check had been mailed to me. I asked the reason and when was my insurance cancelled and she informed me that it was cancelled on August 13, 2023, because ******* Insurance decided not to insure Kia ******* I told ******** at Low-Rate Insurance that I knew nothing about the cancellation, and I had not been contacted by ******* Insurance of the cancellation. After calling ******* and confirming this information, I requested another quote from Low-Rate insurance, and I informed them of my frustration and how I was not driving my car until I get auto insurance. I received several quotes from Low Rate and I informed them that I was not financially able to pay another down payment and I would have to call them back, however when I called them back to purchase the new auto insurance policy, I was informed by the representative at Low Rate that the quotes had now changed and the policies were more expensive and this happened to me on two different occasions. I have been handled in an unprofessional and inconsiderate manner by both Low-Rate Insurance and *******, and I have been left uninsured after making a down payment and being sent a policy. I am requesting a full refund.

  Business Response

  Date: 01/22/2024

  Good afternoon, as for this complaint the insured blamed the agency for cancelling her policy.  We are the third party, we are just the broker and had nothing to do with her being cancelled.  At the time of the cancellation the insurance carriers had just started sending out notices that anyone with physical coverage on any 2013-2023 Hyaundai's or Kias would be cancelled due to theft issues with those vehicles.  We became aware of the issues around the same time she was cancelled.  I spoke to her and made her aware of the situation.  I also tried working with her and finding a company that would provide physical damage for her vehicle.  I waived the agency fees to help her with the cost of purchasing another policy within my agency.  She also advised me she would not be able to make a payment on a new policy until she received her refund from the insurance carrier which we told her we would save her quote until she was ready to make her initial payment.  She called a few times and we realized that it had become a domino effect with all our carriers within our agency and across the state.  She was not satisfied and said she was going to call a friend who either was an agent or a friend that worked in an insurance agency.  There was not anything else I was able to do to help her and we let her know that.  Please feel free to reach out to me if you have any questions or concerns.

   

  Thank you, 

   

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