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:04/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 contacted and contracted with AWL Insurance a policy on my cars using ****** Ins that they represented. I reviewed and have confirmed with a *** representative that the person that wrote the policy I was issued was supposed to include glass/windshield coverage. The office representative went back and indeed stated that I was supposed to have glass coverage but I should have been quoted a higher rate. The agent that represented *** stated i was getting this full glass coverage for the price I agreed to. After 15 plus months and having my first claim for a windshield I was told I didn't have that policy in effect and had a deductible of $1000 instead of 0. The representative then stated that it was a good thing because the policy should have been 1600 higher so I actually saved money by not having the coverage?? I signed and contracted for coverage that I was lead to believe did have glass coverage and they new I didn't have it? FRAUD?

  Business Response

  Date: 05/01/2025

  Thank you for bringing this matter to our attention. The experience that Mr. ********** had working with our agency is not typical and we take it very seriously. I have investigated the details surrounding the issue and our Agency Customer Success Director has reached out to Mr. ********** to discuss further and ensure it is addressed to his satisfaction. We apologize for the frustration experienced, and we believe that this is now fully resolved.

  Customer Answer

  Date: 05/01/2025

  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.
  
  Regards,
  
  ***** **********

• Initial Complaint

  Date:01/04/2023

  Type:Billing 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 had two cars on my policy. One of The cars was declared a total loss on 10/4/22, I still paid the bill for the entire month of October because I was told that the company will adjust the dates for the month and I would get refunded or the extra money would cover the rest of the policy for my other working vehicle. I was fine with that answer and it sounded fair. However, they did not, in fact they charged my November bill for both of the vehicles so I called and asked why the wrecked vehicle is still showing up on the new bill and was told that I still have to pay it because I called in after the bill was generated and that the claims department does not communicate with the billing department when a vehicle is removed and/ or bill has to be adjusted. Its the customers responsibility. They did not tell me this until after the new bill was generated. And when I filed the claim I was told that the company handles that. And If I didnt call it would have continued to show up on every months bill. So basically the company departments does not communicate with each other and it is the customers responsibility. Very poor customer service because Ive tried to call and handle this and no one in the company knows how to fix it.

  Business Response

  Date: 01/30/2023

  My sincere apologies for the lack of response. I was out for surgery earlier this month and missed the previous notices. No one else at our agency was aware of this complaint. This is the first time we have seen this, and we are urgently investigating. More to follow...

  Customer Answer

  Date: 01/30/2023

  Complaint: 18685811
  
  I am rejecting this response because: they are investigating 
  
  Regards,
  
  ***************************

  Business Response

  Date: 02/07/2023

  Thank you for bringing this matter to our attention. We apologize for the experience that ***************** had working with our agency and with the insurance carrier Safeco's customer service department.

  It appears that this complaint is regarding ******'s failure to remove the vehicle after it was totaled, and we have investigated all interactions that our team at the AWL Insurance Agency had with ***************** along with the details we can find in the Safeco system. Unfortunately, ***************** never spoke with anyone at our agency regarding the claim or removing this vehicle and we, the AWL Insurance Agency, were unaware of the issue or able to do anything about it. Safeco is the insurance carrier and the provider of the insurance policies, and Safeco provides all customer service for their policies. Additionally, only Safeco would have been able to make the change that is being referenced.

  At the AWL Insurance Agency we record all of our calls and we did find a call record in December where ***************** spoke with one of our CSRs however at that time our CSR was not advised that ****** had told her that the vehicle would be automatically removed,  only that she thought that the Safeco claims department would communicate with ************** to remove the vehicle, and that she would be contacting Safeco directly to make the complaint. Unfortunately we are unable to resolve this as the issue was with ******'s customer service handling and the backdating of a policy change. The vehicle she has already been removed from the policy and only the insurance carrier themselves, Safeco in this case, can backdate a policy change. However, we want to do everything we can to help, and we are happy to escalate this with our Safeco leadership contact to investigate and see if anything can be done from their side. ***************** will likely still need to request the exception from Safeco directly however.

• Initial Complaint

  Date:11/17/2022

  Type:Sales and Advertising 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.

  Tried getting online to check out health insurance costs this morning. Tried going to Healthy ******** and this site popped up for Obamacare.. Not realizing it was not part of Healthy ********** site I filled out my name and number. I have since received 45+ spam calls today. I even got back in their site and clicked on their do not share my info and do not call section. Calls are still coming in.. very excessive and annoying. Isn't there a limit on how many calls can be made in a day from the same company for the same reason? I even picked up on allot of the calls and told them to stop calling. I also emailed customer service about the excessive calls. They are even calling as I'm writing this even though there site shows customer service hours end at 5 pm. Enough is enough! This is ridiculous.

  Business Response

  Date: 12/15/2022

  The phone number you provided in the attached has been added to AWLs internal Do Not Contact list.  ***** will no longer have any further contact by AWL.
  
  *****************************
  VP, *************** & Administration
  

  
  

• Initial Complaint

  Date:09/27/2022

  Type:Billing 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 had a auto insurance policy with Nationwide (represented by AWL Insurance). AWL Insurance lost their contract with Nationwide and tried to switch me to SAFECO insurance. I did not want SAFECO insurance and purchase coverage from ONStar Insurance and informed AWL Insurance that I had coverage elsewhere through email exchanges with agent ************************* on June 7th and 8th of 2022. (see attachments - "email exchange", and "Change Policy Declarations..."I subsequently received a collection notice from Credit Collections Services dated September 12, 2022 that stated that I owed $136.44 for coverage with SAFECO that I did not authorize.I expect that this charged to be reversed and I also expect that AWL Insurance will ensure that this is not reflected on my credit report.

  Business Response

  Date: 10/12/2022

  Thank you for bringing this matter to our attention. We are very sorry to hear about the experience ****************** had working with our agency. As he indicated, our agencys partnership with Nationwide ended late last year and Nationwide made the decision to non-renew most of our Nationwide customer policies.  In an effort to keep our customers insured and minimize the impact, we partnered with one of our other carriers, Safeco, who will price match and auto-issue polices for our existing Nationwide customers facing non-renewal when certain requirements are met as determined by the carrier. 
  

  Safeco extended an offer to price match Mr. ******** Nationwide policy and automatically issued a new Safeco policy to ensure there was no insurance coverage gap if he chose to accept the policy. The Safeco policy was supposed to automatically cancel to the effective date of 7/2/2022 if ****************** did not accept it and make payment on the new policy by 8/16/22.  This did not occur as ***************** chose to go with a different carrier as indicated in the complaint, however the balance owed on the Safeco policy was inadvertently sent to collections by their system.
  

  ****************** reached out to our agency on 9/27/22 and alerted us to this issue.  We immediately contacted Safeco to investigate and escalate resolution. On 9/29/22 we received a response from Safeco that the policy was changed to fully cancelled, the balance was eliminated, and it was removed from collections. ****** assured us there was no impact to his credit report.
  

  The team lead of our customer success team reached out via email to ****************** on 9/29/22 to communicate the resolution and directly apologize for his experience. We consider this matter to be resolved, however please let us know if there are any additional questions or concerns.
  

• Initial Complaint

  Date:07/27/2022

  Type:Service or Repair 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 am an insurance agent located in ******, **. I have been doing business with AWL, **** dba iQ Holdings, LLC (branded as insuranceQuotes; webpage: https://www.insurancequotes.com/); the preceding is all to the best of my knowledge. On May 12, 2022, after discussing with sales representative *********************, I signed ** in their "Live Transfer" program, in which they find a customer who is actively shopping their **********************, then call and transfer the phone call to me so that I may engage in finding suitable insurance for the customer's needs. We established a call "profile" which outlines the parameters of which calls are transferred for me. I selected their "Preferred Auto" profile, which provides calls based onthe criteria below: 1 driver 22 or older All drivers currently insured All drivers have valid licenses NO SR-22 One or less tickets No at-fault accidents NO DUIs NO major violations Optional selections: limited to ********* counties in which I do business.**** asked for a deposit of funds as insuranceQuotes was offering a promotion where they apply promotional credits to my account matching my deposit. I deposited $500.00.On June 23, I received a call in which the customer did not have active **********************. I provided documentation and requested a refund. My request was denied July 11. On July 12, I received another lead who does not have an active ********* drivers license. I was unable to verify the status of their ******** drivers license, so I gave the benefit of the doubt and did not return this lead. On July 14, I received a lead that had at least 1 at-fault accident and 7 different driving violations. After calling insuranceQuotes because I found this inaccuracy egregious, I was told I could request a refund, but it would likely be denied as they go by what the customer tells them, regardless of any documentation and proof I provide that shows contrary. I was also told all deposits are non-refundable.I am requesting a refund of the full $500.00.

  Business Response

  Date: 08/22/2022

  Our customer success team has been in contact with **************** and have approved a refund as the resolution to his concerns. The team has requested that refund to be processed by our accounting team and I expect this to be finalized this week. Our teams process is to follow up and confirm completion for the customer as well.

  Please let me know if there is anything additional you need from me.
  

  Thanks!
  

  *** Power

  Director, Agent Customer Acquisition