Complaints
This profile includes complaints for Empower Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 22 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/26/2025
Type: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.
One of Alinscos (formerly Empower) policyholders rear-ended me. I initially had to wait just to upload photos of the damage because no one was reportedly in the office. After submitting the photos, I waited for an estimate though Im unsure how they accurately assessed the damage from photos alone, especially since the damage is more extensive than it appears.They mentioned they dont have any preferred body shops, so Im unsure where the initial estimate came from. When I asked for the estimate to be emailed, they said Id receive it by the end of the day but since then, theyve gone completely silent. No calls are being returned, and the agent assigned to my claim seems non-existent. The only way Ive managed to get anyone on the phone is by calling repeatedly, sometimes more than five times in a row.Claim number ******
Business Response
Date: 03/31/2025
Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to ******* clients,claimants, and Texas consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group ********. (Alinsco), as a managing general agent for the Alinsco Insurance Company.
The complainant states that his vehicle got rear ended by the insured. The complainant further states that ******* has failed to communicate during the claims process.
Alinsco will provide a timeline of events which affirms that the claim has been handled properly and promptly.
The claim was filed by the complainant on 03/21/2025. Later that day, Alinsco received photos from the complainant of the vehicle and promptly completed an estimate for the initial repairs.
On the following day, Alinsco contacted both the insured and the complainant and obtained their recorded statement.On 03/25/2025, the liability decision was determined.
Later that day, the complainant contacted Alinsco following up with his claim. ******* advised the complainant of the liability acceptance, the payment information and the supplement process. During the same call, the complainant asked for a rental vehicle. ******* advised the complainant of the rental reimbursement process, and a rental invoice is needed to proceed.
On 03/26/2025, ******* contacted the complainant following up with his claim. ******* advised again that liability was accepted and of the payment for the initial repairs and the supplement process.
On 37/2025, ******* received an email from the complainant regarding his decision to proceed with his own carrier. Alinsco contacted the complainant following up with the email received. ******* advised the complainant of the cancellation for the initial check for repairs, and that we will wait for the other carrier contact us.
The claim is open pending to receipt the documentation to review of the complainant insurance carrier. As of now,there is no further action needed from *******. If Mr. ****** has any further questions, she may contact ************************** at ************
Initial Complaint
Date:03/20/2025
Type: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.
Alinsco Insurance Company is a carrier I do business with. They had a computer issue where their system didn't rate properly and cancelled one of my insured's policies - due to their error - and didn't even send out any information to the insured about why they were cancelling the policy. This is a Very Harmful way to do business - they cancelled a policy with no cause other than an error on their part leaving a customer without ********************** and with a gap in coverage - They need to be reviewed as this is poor business behavior and now I have to contact the insured about Their ERROR!Business Response
Date: 03/26/2025
Empower Insurance MGA is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to our insureds. The following is submitted by the Empower Insurance MGA in response to your complaint.
The complainant, Ms. ***** ******* advises she does business with our company but is not providing any specific policy# or insured information on her complaint. Ms. ******* states that the company cancelled one of her policies due to a system issue and didnt send any information to the insured, leaving the customer without **********************.
Since we have no specific policy nor insured information to review specifics, Empower is unable to provide a response to this complaint. However, we will contact ****** ******* Insurance Agency directly to see if we may get more detailed information.Customer Answer
Date: 03/27/2025
Complaint: 23087472
I am rejecting this response because: I wasn't trying to give out Personal Information from our Insureds * so Now I will * When I filed this compliant it was because of ***** ******* Policy * the letter states Underwriting reason * pictures were not received * when in fact they were * and after a chat with a rep * was advised it was the Underwriting Reason * not the pictures *SINCE the complaint * I have yet ANOTHER POLICY CANCELLED FOR UNDERWRITING REASONS * ******* ******** * was advised again * that there was an ERROR on ALINSCO's END that caused all of these policies to CANCEL! * So NOW our customers have GAPS in their Coverage! Unprofessional to say the least! They should have their Rating DROPPED * No respectable agent would do business with them!
Regards,
***** *******Business Response
Date: 04/17/2025
Additional Response due to Rejection:
Additional response to ****************** complaint.
The complainant has provided the original complaint policy information plus a second policy. Since the agent refers to being concerned about having customers personal information, we will provide a response and then contact the agent to discuss in full detail.
Regarding **************** policy,the policy was in force and coverage was provided from 2/21/2025 to 3/10/2021.******* did send a legal notice of cancellation to the insured on 2/27/2025 in accordance with the Texas Insurance Code Chapter 551. The notice was sent to Mr. ****** email address electronically and by **** mail to the address provided on his insurance application.
Regarding ********************* policy,the policy was in force and coverage was provided from 1/27/2025 to 3/25/2025. ******* did send a legal notice of cancellation to the insured on 3/13/2025 in accordance with the Texas Insurance Code Chapter 551. The notice was sent to Mr. ******** by **** mail to the address provided on his insurance application.
If Ms. ***** ******* has any further comments or concerns, she may contact Alinsco underwriting department by calling ************. ******* will have one of our representatives call her to discuss any additional concerns.Initial Complaint
Date:03/17/2025
Type: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 purchased auto insurance and just received a text my policy would end on the 25th of March when it just started on March 5th. I called the company and was told I was too much of a risk. And only want to refund $200 back. They took my money knowing they were going to cancel me. I want a full refund. Also the *** I was talking to hung up on me because she could answer my questions. Said I cant speak to a supervisor and there is no corporate number.Business Response
Date: 03/26/2025
Empower Insurance *** is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to our insureds. The following is submitted by Empower Insurance MGA in response to your complaint.
Mr. ***** states that he purchased auto insurance on 03/05/2025 and just received a text that his policy will end on 03/25/2025. Mr. ***** states that Empower only wants to refund him $200.00 back and that he feels we took his money knowing that his policy would be ***********. ***** advises he would like a full refund and would like us to know that the *** he spoke to couldnt answer his questions.
Mr. ***** ***** purchased an Empower Insurance policy through his independent sales agent, A-MAX Auto Insurance, on 02/28/2025 to be effective on 03/05/2025. The policy application was electronically signed and a down payment of $608.75 was received by Empower Insurance.
During the underwriting process and after assessing the risk, Empower Insurance underwriting department decided to issue cancellation for underwriting reasons for Mr. ***** ***** policy. The cancellation notice was issued/sent to Mr. ***** on 3/13/2025 by electronic and by **** mail, advising Mr. ***** that his policy would cancel effective 3/25/2025 at 12:01am and to avoid a lapse in coverage to contact his agent.Cancellation was issued according to Texas Insurance Code Chapter 551.
Mr. *****s policy was in force from 03/5/2025 to 03/25/2025 and cancellation was pro-rata. Empower received a down payment for $608.75 and on this complaint, Mr. ***** is disputing $666. If Mr. ***** paid any amount over the $608.75 received by Empower, Mr. ***** needs to discuss with his independent agent if there was an agency fee included when he purchased his policy. Regarding, Mr ***** request for full refund, he may contact Empower Insurance **************** at ************ for options.Initial Complaint
Date:12/09/2024
Type: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.
One of Alinsco (formerly Empower) policy holders rear ended me. After trading insurance information, I contacted ******* to start a claim. I submitted photos online then never heard from anyone. FINALLY, after reaching out multiple times, I was contacted by ********* ********* my estimator, to give me a claim number (******) I took my car to Auto Nation to be repaired - left my vehicle at the body shop on Wednesday, November 27. ***********'s body shop contact, ****, tried to reach out to ********* to get their estimate approved that following Saturday - no answer. Since then, NO ONE from Alinsco has reached out to **** and my car has been sitting, untouched on the repair lot. Almost TWO WEEKS later. I have left multiple voicemails for ********* AND the claims department with ******* and have yet to receive a call back. Every time I call, no one answers the phone. I need someone to call **** and approve the estimate AS SOON AS POSSIBLE as this is now impacting my work. If this continues, I will seek further financial support from ******* on top of repair costs.Business Response
Date: 12/11/2024
Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to ******* clients, claimants, and Texas consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group ********. (Alinsco), as a managing general agent for the Alinsco Insurance Company.
The complainant states that his vehicle got rear ended by the insured. The complainant further states that ******* advised her that she can move the complainants damaged vehicle to the body shop of her choice. The complainant also states that Alinsco has been dismissive with the calls from the repairer, and no one has reached out to them.
******* will provide a timeline of events which affirms that the claim has been handled properly and promptly.
The claim was filed by the complainant on 10/15/2024, Alinsco received photos from the complainant vehicle and promptly completed an estimate for the initial repairs.
Alinsco contacted the insured following up with the pending recorded statement to continue with the investigation,during this call the statement was obtained. Later this day, Alinsco contacted the complainant and obtained her recorded statement.
On 10/16/2024, the liability decision was determined.
On 10/17/2024 Alinsco issued payment based on the repair estimate, the payment for the initial repairs was sent to the complainants address.
On 10/30/2024, the complainant sent an email to ******* stating she has questions in regards to the next steps. Alinsco contacted the complainant following up on the email to go over the next steps.
On 11/06/2024, the complainant sent an email asking for a rental code for a rental car. Later this day, Alinsco contacted the complainant to advise of the need for a paid a rental invoice.
On 12/05/2024, the complainant sent an email to ******* asking the status of the claim.
On 12/10/2024, Alinsco contacted the complainant body shop following up with the email received, several attempts were made, the calls were unsuccessful, but a detailed voicemail was left.
The claim is closed pending receipt of the documentation to review the complainants supplement or rental invoice. As of now, there is no further action needed from *******. If Ms. ***** has any further questions, she may contact ************************** at ************Initial Complaint
Date:11/12/2024
Type: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.
9/12/2024 My daughter-in-law was in a wreck driving a ****** Versa that belongs to my son and I. We have been using Alinsco for insurance for over 2 years. We paid for the monthly full coverage that the bank requires. We had the car towed to ****** ***************** They sent the insurance and estimate that was too much and ******* said they would claim it as a total loss. The problem is that while going back and forth and as we were unable to contact anyone. They never towed the car out of the collision center. For 2 months the car sat at the collision center. Now they have paid the collision center $4k for storage and are giving us only $500 to pay off the car, which we owe $12k on. They have told me that we need to provide them with comparable cars in order for them to consider offering us more to settle the claim.Business Response
Date: 11/21/2024
Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to ******* clients, claimants, and Texas consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group ********. (Alinsco), as a managing general agent for the Alinsco Insurance Company.
The complainant states that the insured vehicle was involved in a car accident on 09/12/2024. The complainant states that ******* deemed a total loss the damaged vehicle and abandoned it at the body shop for two months. Therefore, ******* provided him with an offer less a charge back for storage fees in the amount of $500.00
The claim was filed on 09/13/2024 by the insured. Alinsco promptly contacted the insured vehicle driver to obtain her recorded statement.All the attempts were unsuccessful, but a detailed voicemail was left.
On 09/16/2024, Alinsco obtained the insureds vehicle driver recorded statement.
On 09/17/2024, ******* contacted the complainants body shop following up with the photos of damage vehicle. On this same call the repairer confirmed the insured vehicle was at their facility.
On 09/24/2024, 2/2022, ******* received a police report and promptly reviewed.
On 09/25/2024, the liability was determined.
On 10/03/2024, ******* contacted the insured to asked for the insured vehicle location. On the same call, Alinsco advised to the insured that photos from the damage vehicle and for the scene of the accident were needed.
Later this day, Alinsco contacted the insureds body shop,the call was unsuccessful, but a detailed voicemail was left.
On 10/04/2024, Alinsco made additional attempts to contact the insureds body shop with no response, a voicemail was left.
Later the day, Alinsco contacted the body shop to follow up with photos to determine a possible total loss and sent an email requesting photos from the damage vehicle.
On 10/08/2024, An estimate was completed based on the photos and it was determined that the vehicle was repairable.
On 10/10/2024, Alinsco issued a payment based on the repair estimate and contacted the body shop to advise of the payment and supplement process.
On 10/11/2024, Mrs. ********* contacted ******* to asked if the insureds vehicle was going to be a total loss. ******* advised the complainant that vehicle was still repairable.
On 10/12/2024, An email from the insureds body shop stating that the insured vehicle was not repairable was received.
On 10/19/2024, Another email from the insureds body shop requesting to get in contact with them was received. On the following business day Alinsco attempted to contact the insured for the email received, the call was unsuccessful, and we were unable to leave a voicemail.
On 10/21/2024, the insured and her body shop contacted ******* and stated that the damage vehicle was a total loss. ******* advised for the supplementary process and supporting photos to determine if the vehicle is a total loss.
11/01/2024, An email from the insureds body shop stating that the supplement was sent and pending authorization from Alinsco to star work with the vehicle. Later this day, ******* contacted the insureds body shop advising that the insured vehicle was deemed a total loss. Alinsco proceeded contacted the insured explaining the total loss and that we were working on offers for her vehicle.
On 11/06/2024, Alinsco proceeded contacted the insured to release the total loss offers and explained thar the delay from the body shop and the storage fees was charging on her offer.
On 11/11/2024, Mrs. ********* contacted Alinsco to follow up with the claim. ******* informed for pending decision on the offers. The complainant disagrees, ******* advised that the prior payment for repairs were deducted from his offer and the storage fees that his body shop was charging.The complainant sustained that will seek legal counsel.
On 11/20/2024, ******* issued an owner retain payment to the insureds address.
The claim has been paid and closed with no further actions needed from *******. If Mrs. ********* has any further questions, she may contact ************************** at ************.Customer Answer
Date: 11/22/2024
Complaint: 22542233
I am rejecting this response because:The insurance company stated from the beginning to ******** ******** they would tow the car to a facility that would not charge storage.
I was not aware that never happened. The amount they sent to repair the vehicle was laughable. The collision center wouldnt even begin work for that amount. It went back and forth between Alinsco and Gregs towing what would be done.
As far as contact both ******** and I called multiple times to speak to someone regarding our claim. We could never get through to them.
We have yet to receive a settlement paper or any payment from this company. The bank needs settlement information so we dont have to continue paying insurance for a vehicle we no longer have.
This company is the reason insurance companies get a bad name. It is unconscionable the way they did us.
Regards,
****** *********Business Response
Date: 12/03/2024
Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to ******* clients, claimants, and Texas consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group ********. (Alinsco), as a managing general agent for the Alinsco Insurance Company.
The complainant states that the insured vehicle was involved in a car accident on 09/12/2024. The complainant states that ******* deemed the damaged vehicle a total loss. Therefore, ******* provided her with an offer reduced by charge back for excessive storage fees in the amount of $500.00.
The claim was filed on 09/13/2024 by the insured. Alinsco promptly contacted the insured vehicle driver to obtain her recorded statement. All the attempts were unsuccessful, but a detailed voicemail was left.
On 09/16/2024, Alinsco obtained the insureds vehicle driver recorded statement.
On 09/17/2024, Alinsco contacted the complainants body shop following up with the photos of the damaged vehicle. On this same call the repairer confirmed the insured vehicle was at their facility.
On 09/24/2024, Alinsco received a police report and promptly reviewed.
On 09/25/2024, the liability was determined.
On 10/03/2024, Alinsco contacted the insured to asked for the insured vehicle location. On the same call, ******* advised the insured that photos from the damage vehicle were needed.
Later that day, Alinsco contacted the body shop to follow up with the photos to determine if the vehicle will remain repairable.
On 10/08/2024, An estimate was completed based on the photos and it was determined that the vehicle was repairable.
On 10/10/2024, ******* issued a payment based on the repair estimate and contacted the body shop to advise of the payment and supplement process.
On 10/11/2024, Mrs. ********* contacted Alinsco to asked if the insureds vehicle was going to be a total loss. ******* advised the complainant that vehicle was still repairable.
On 10/12/2024, An email from the insureds body shop stating that the insured vehicle was not repairable was received.
On 10/19/2024, Another email from the insureds body shop requesting to get in contact with them was received. On the following business day ******* attempted to contact the insured, the call was unsuccessful, and we were unable to leave a voicemail.
On 10/21/2024, the insured and her body shop contacted Alinsco and stated that the damage vehicle was a total loss. Alinsco explained the supplement process, and the need for photos to determine if the vehicle is a total loss.
11/01/2024, An email from the insureds body shop stating that the supplement was sent and pending authorization from ******* to start work on the vehicle. Later this day, ******* contacted the insureds body shop advising that the insured vehicle was deemed a total loss. Alinsco contacted the insured, explaining the total loss and that we were working on offers for her vehicle.
On 11/06/2024, Alinsco contacted the insured to release the total loss offers and explained that the charge back was due to delay from the body shop.
On 11/11/2024, the complainant contacted Alinsco to follow up with the claim. ******* advised we re pending her decision on the offers. The complainant disagreed, ******* advised that the prior payment for repairs were deducted from her offer and the storage fees that her body shop was charging. The complainant advised they will seek legal counsel.
On 11/23/2024, Alinsco received a Letter of Guarantee from the complainants lienholder with a payoff for $259.38.
Alinsco issued an alinsco retain payment to the complainants lienholder address.
The claim has been paid and closed with no further actions needed from *******.Customer Answer
Date: 12/05/2024
Complaint: 22542233
I am rejecting this response because:
No resolution has been made. A check was never received and the required paperwork has not been submitted to the bank so that at the very least we can stop making insurance payments. Please provide the bank with this documentation and proof of check sent.
Regards,
****** *********Business Response
Date: 12/10/2024
Prior Response.Business Response
Date: 12/17/2024
Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to ******* clients,claimants, and Texas consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group ********. (Alinsco), as a managing general agent for the Alinsco Insurance Company.
To respond your request for clarification, Alinsco Insurance would like to respond and resolve the concerns addressed on this complaint and provided the following information:
The complainant states that the insured vehicle was involved in a car accident on 09/12/2024. The complainant states that ******* deemed the damaged vehicle a total loss. Therefore, ******* provided her with an offer reduced by charge back for excessive storage fees in the amount of $500.00.
The claim was filed on 09/13/2024 by the insured. Alinsco promptly contacted the insured vehicle driver to obtain her recorded statement. All the attempts were unsuccessful, but a detailed voicemail was left.
On 09/16/2024, ******* obtained the insureds vehicle driver recorded statement.
On 09/17/2024, ******* contacted the complainants body shop following up with the photos of the damaged vehicle. On this same call the repairer confirmed the insured vehicle was at their facility.
On 09/24/2024, Alinsco received a police report and promptly reviewed.
On 09/25/2024, the liability was determined.
On 10/03/2024, ******* contacted the insured to asked for the insured vehicle location. On the same call,******* advised the insured that photos from the damage vehicle were needed.
Later that day, Alinsco contacted the body shop to follow up with the photos to determine if the vehicle will remain repairable.
On 10/08/2024, An estimate was completed based on the photos and it was determined that the vehicle was repairable.
On 10/10/2024, ******* issued a payment based on the repair estimate and contacted the body shop to advise of the payment and supplement process.
On 10/11/2024, Mrs. ********* contacted Alinsco to asked if the insureds vehicle was going to be a total loss. ******* advised the complainant that vehicle was still repairable.
On 10/12/2024, An email from the insureds body shop stating that the insured vehicle was not repairable was received.
On 10/19/2024, Another email from the insureds body shop requesting to get in contact with them was received. On the following business day Alinsco attempted to contact the insured, the call was unsuccessful, and we were unable to leave a voicemail.
On 10/21/2024, the insured and her body shop contacted ******* and stated that the damage vehicle was a total loss. Alinsco explained the supplement process, and the need for photos to determine if the vehicle is a total loss.
11/01/2024, An email from the insureds body shop stating that the supplement was sent and pending authorization from Alinsco to start work on the vehicle. Later this day,******* contacted the insureds body shop advising that the insured vehicle was deemed a total loss. ******* contacted the insured, explaining the total loss and that we were working on offers for her vehicle.
On 11/06/2024, ******* contacted the insured to release the total loss offers and explained that the charge back was due to delay from the body shop.
On 11/11/2024, the complainant contacted Alinsco to follow up with the claim. ******* advised were pending her decision on the offers. The complainant disagreed, ******* advised that the prior payment for repairs were deducted from her offer and the storage fees that her body shop was charging. The complainant advised they will seek legal counsel.
On 11/23/2024, Alinsco received a Letter of Guarantee from the complainants lienholder with a payoff for $259.38.
******* issued an ******* retain payment to the complainants lienholder address.
On 12/12/2024, the complainant contacted ******* asking for the total loss documents sent by email to review it. ******* sent an email with the documents requested.The claim has been paid and closed with no further actions needed from Alinsco. If the BBB has a concern in regards any particular point for this response
Initial Complaint
Date:09/26/2024
Type: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.
this insurance company has a policy holder who collided with my vehicle and the insurance company does not have a claims process that works. I have made over 50 (fifty) attempts to call with each call to their customer service and claim number never answering and only offering to leave a message that does not get responded to. I entered in a claim on their website and had no return. I have a damaged vehicle that they are liable for the repairsBusiness Response
Date: 10/04/2024
Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to Alinsco clients, claimants, and Texas consumers.
The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group MGA, Inc. (“Alinsco”), as a managing general agent for the Alinsco Insurance Company.
The complainant states Alinsco has a policyholder who struck the complainant’s vehicle. The complainant also states that Alinsco has been dismissive with all his calls and filed a claim on Alinsco’s website with no response. The complainant further states that Alinsco’s claims process is not efficient. The complainant also states that Alinsco is liable for this loss.
The complainant filed a claim on 09/25/2024 with claim number 383768. On the same day, Alinsco promptly contacted all the parties involved to obtain their recorded statement.On 09/26/2024, the photos of the damaged vehicle were received and Alinsco promptly completed an estimate for the initial repairs. Later that day, the liability was determined.
On 09/27/2024, a payment for the initial repairs was approved to be issued on the following business day to the complainant’s mailing address.
The claim is closed. As of now, there is no further action needed from Alinsco. If Mr. Vicente Daniel has any further questions, he may contact Alinsco’s Claims Department at 877-437-5007
Initial Complaint
Date:08/14/2024
Type: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.
08/12/24 $321.06 Hello I received a renew notice, they mailed a noticed to me back in July however I didn't notice the notice what was sent. However I the notice for the renewal and the deadline was the 12th. I called them 1st thing that morning and asked why insurance was increased. from 200 to ****** Alinsco expressed it was rate change and nothing can be done. I request to cancel my insurance. Then was told this must be done in writing. The insurance company ****** sent the email and advise it will take up to 20 minutes to process to call back. I attempt to fax, it failed, I emailed and refax the request. I called and they advised me didn't know why it wasn't done, but they received it and cancelled it. Now I request for them to send proof it was cancelled. Low in behold, they sent the wrong email and email me the next day showing proof of cancelled with a back date. I called the 3rd time on the 12th and told the young lady I haven't received proof and asked them was any payment pending. She told me nothing was pending your good. Thursday, they charge my account for the full renewal and told me that i was told I should be getting a refund for the probated amount which was not true. They left an empress that I was getting a refund from the previous policy didn't tell me that I was going to be charged. When I called to resolve the issues, They told me it's my lost. There are no refundable fees that will be charged, and I was told that over the phone. All of this was all lies, then they told me that I would have to wait 7 to ten business day to get a probated amount and show proof of insurance. I'm out of fees and my rent is now late because of this hold up and unclear communication.Business Response
Date: 08/20/2024
Empower Insurance Group MGA is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to our insureds. The following is submitted by the Empower Insurance Group MGA in response to your complaint.
*************************** states that she received notice that her policy would renew on July 12th and noticed an increase in premium from $200.00 to ******. **************** further states that she was told by Empower that the increase was due to a rate change, and nothing can be done. **************** then requested to cancel her policy, Empower Insurance advised her that the cancellation must be processed in writing and sent her an email with a cancellation form. The complainant further states that Empower failed to cancel the policy on time and because of this delay Empower drafted from her account the renewal payment. The complainant also states that her policy was cancelled prorata and that it would take seven to ten business days to receive the prorated refund.
*************************** policy renewed on 08/12/2024 at 12:01am. Empower insurance drafted the renewal payment in the amount of $321.06 on 8/12/2024 at 12:01am since the policy was on autopay. The complainant contacted Empower Insurance the morning of 8/12/2024 at approximately 8:12 am inquiring about the increase in premium, and when she was advised premium increased due to a rate change, she decided she wanted to cancel her policy. Empower advised **************** that she needed to sign a cancellation form and sent the form to her by email. Minutes later Empower received the signed cancellation request from **************** and canceled the policy per her request effective 8/12/2024.
On 08/16/2024, Empower Insurance received notification from *** April ******* **** advising **************** Revoked/Disputed the renewal down payment of $321.06 with her **** and the down payment was NSF/not honored to Alinsco. Alinsco Insurance Void the renewal of *** ******* policy due to the downpayment not being honored / NSF by her ****. Therefore,there is no refund due to **************** as no money was received by Empower Insurance.
If *************************** has further questions, she may contact Empower **************** at ************.Initial Complaint
Date:08/08/2024
Type: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 obtained full coverage auto insurance through Alinsco on 7-9-2024. My coverage start date was 7-12-2024 as I still had coverage with another company but was set to expire on the 12th at 11:59PM. I paid the amount quoted for 1 month, in full, which was $223.25. A letter was transcribed on 7-13-2024 which stated I was an unacceptable driver and the policy would be cancelled as of 12:01AM on July 24, 2024. Rather than allow them to cancel my policy I immediately began searching for new coverage & once the new policy was secured I contacted Alinsco and requested my policy be canceled effective 7-19-2024. I only had coverage with Alinsco the 12th through the 19th of July. *(Side note: they debited my ***** ********** account on the 11th, which was a day before my coverage began.) They are now refusing to issue me a refund for the remaining days I paid to have coverage with them. Not only that, they now say I owe them $75.91, due to a rate increase! Rate increase??? Today was the first I have heard anything about a rate increase! A rate increase during the 8 days I had coverage??? I didn't think that was even legal. Regardless, I had no knowledge of ****** paid what I was quoted, in full. They also now claim I failed to provide former coverage info when I took out the policy which is a bold face lie. I was 100% upfront & honest from the very start of this process starting with my driving record/number of accidents in the last 3 yrs. I offered any/all information needed about my, at that time, current insurance company. I withheld nothing from them, I paid the FULL AMOUNT of what they said would be due, completed all documents, etc. I had received a declarations page, receipt showing what I paid, ($223.25), & that the recurring payment had been authorized, as well as, my insurance cards. I had NOT received notification of a rate increase or missing info but rather the letter about how I'm an "unacceptable ************** were going to be canceling the policy on the 24th.Business Response
Date: 08/15/2024
Empower Insurance Group MGA is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to our insureds. The following is submitted by the Empower Insurance Group MGA in response to your complaint.
The complainant states that ************************* obtained auto insurance through Alinsco on 7-9-2024 with the coverage starting on 7-12-2024 since he had coverage with another company that expired on the 12th and paid the amount quoted for 1 month which was $223.25. ************ further states that he received notice that policy would be canceled on 7/24/2024 and started immediately searching for new coverage and once he secured a policy he contacted Alinsco and requested Alinsco to cancel his policy effective 7/19/2024.************ says Alinsco is refusing to issue him a refund for the remaining days as he only had coverage from the 12th to the 19th. ************* also states that Alinsco is saying he owes $75.91 due to a rate increase.************** says he paid what he was quoted and was 100% upfront and honest from the start of the process about his driving record and accidents in the last 3 years.
************************* purchased online an Empower Insurance policy through his independent sales agent, Ensurify Insurance Agency, on 7/09/2024 to be effective 7/12/2024. The policy application was electronically signed and a down payment of $223.25 was received by Empower Insurance. This policy also included several discounts when it was purchased, including, but not limited to: 24 months prior insurance, homeowners discount, Electronic Funds Transfer (***) discount, preferred driver discount (for not having any accidents/claims in the last 36 months), advance quote, and full disclosure discount.
During the underwriting process on 7/13/2024. ************************* was notified that the policy was set to cancel effective 7/24/2024 due to underwriting reasons - unacceptable driver. During review of Mr. *********************** claims history reports, Empower discovered 3 at fault accidents (04/01/2023,08/06/2022, and 08/31/2021) that were not disclosed on the Empower application.************ certified on the application that he had not been involved in any motor vehicle accident or any motor vehicle violation during the 36-month period immediately preceding the date of the insurance application.
Therefore, due to the claims activity, the preferred driver discount was removed as ************ no longer qualified for the discount. In addition, the Homeowner discount (property owner is not ************ per county property records), the-24-month prior insurance discount (no proof was received) and the *** discount (due to the change in premium) were also removed generating an increase in premium.
Mr. *********************** policy was canceled effective 07/19/2024 per his request and was canceled using the pro-rata method which takes in consideration, days of coverage, policy premium, additional/increase premium due to the undisclosed accidents plus losing discounts, fully earned and non-refundable fees, and down payment made by insured. The policy balance after cancellation was $75.91 earned premium due to Empower Insurance. If all claims history would have been included when quoted and listed on the application,plus only list the discounts that proof was submitted for, the needed down payment to start coverage would have been much higher.
************************* advises on this complaint that he did disclose all his claims history when quoted, however, on his insurance application there were no accidents disclosed for the last 36-month period immediately preceding the date of the insurance application. Since ************ used his independent agent Ensurify Insurance Agency for the purchase of this policy,he needs to speak to his agent on why the claims information was not disclosed on the application.
************** independent agent Ensurify Insurance Agency, may contact Empower if needed to discuss why claims history was not disclosed on the application and/or to provide proof of discounts. Based on information and/or documents from Ensurify Insurance Agency, Empower may re-adjust the pro-rata cancellation. If ************************* has further questions he may contact Empower **************** at ************.Initial Complaint
Date:08/05/2024
Type: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.
the insurance company has made no attempt to resolve the problem of their insured backing into my vehicle. the one person that does answer the phone forwards calls to departments that NEVER answers the calls, no adjuster has contacted me to inspect the damage. I tried sending pictures to the one person I talked to, but the pictures didn't go through, I tried from three different phones to send them. the number is either non-working or a burner that doesn't receive pictures, the texts go through. the company operates like a fly by night that sells insurance cards but does not offer coverage for damages to other vehicles.Business Response
Date: 08/14/2024
Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to Alinsco clients, claimants and Texas consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group MGA, **** (Alinsco), as a managing general agent for the Alinsco Insurance Company.
The review submitted is not from an Alinsco client. Even though this is not our client that we represent, we are pleased to provide an answer to the complaint from this party that has not made a purchase of our services.
The claim was reported on 07/25/2024 with a date of loss of 07/25/2024. Alinsco promptly obtained the complainants statement within one business day of the claim being reported. The third-party complainants photos were requested at the time of the statement to write an estimate of damages for the complainant's vehicle.
Coverage is still pending as the insureds policy was purchased a day prior to the loss.
On 07/31/2024 the third-party complainant sent a single photo of his vehicle. No photo of the license plate or VIN number to confirm the vehicle is the correct vehicle.
On 08/02/2024 Alinsco contacted the third-party complainant and advised again what was needed to move forward with her claim.
On 8/3/2024 The claim was closed for Lack of interest pending receipt of photos for the complainants vehicle.
The claim is closed but could be reopened once the photos from the complainants vehicle are received. As of now, there is no further action needed from Alinsco. If ******************* has any further questions, she may contact Alinscos ***************** at ************Initial Complaint
Date:05/03/2024
Type: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 tried to get the amount I was told I would be paying for the policy. I keep trying to tell them I sent over to email. They kept talking over me, not letting me explain what was going on then trying to tell me what was wrong. The superior also did the same thing trying to tell me she looked at the paperwork and was missing things. I tried to explain to her that I sent a second email then all of a sudden she said oh I see one say no it's been there both of you keep talking over the customer and not listening to us. What we are saying is the customer service is very rude they do not handle customers properly the business handling is horrible this is a bad place. I tried to tell her to hold on I was going to send another document she didn't hear me I had to say it 3 times because she continued to talk over me. Then I had to wait 45 min for them to get the email which did not take 5 seconds for them to receive my email before. I do not like to be lied to and this is not starting as a terrific partnership deal with this every month. I am not paying over what I was quoted.Business Response
Date: 05/15/2024
Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to Alinsco clients, claimants, and Texas consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group MGA, **** (Alinsco), as a managing general agent for the Alinsco Insurance Company.
************************ states that she was trying to get the amount she was told she would be paying for the policy. ************************ also states that she explained to Alinsco that she sent several emails, but Alinsco was not receiving them. ************************ further states that shes not paying over what she was quoted.
Mrs. **************** purchased a policy on 04/02/2024 with several discounts including, but not limited to: 24 months prior auto insurance, electronic funds transfer (EFT), homeowners discount and full disclosure discount. ************************ insurance policy was also set for paperless, and her bill reminders were set to be sent directly to her phone number. For two of the discounts (prior auto and homeowner)provided to ************************, proof of discount must be submitted to Alinsco by the sales agent or by the policyholder immediately after binding coverage.
On 04/09/2024,Alinsco Insurance issued an underwriting notice to both ************************ and her independent sales agent requesting complete proof of discounts.
On 05/02/2024, ************************ contacted Alinsco inquiring about the increase in her installment payment. ************************ was informed about the pending documentation to complete the policy discounts.
On the same date, Alinsco received documentation proving that ************************ was covered for 12 months prior to her current auto insurance policy. Alinsco informed ************************ that her policy was quoted with 24 months of prior auto insurance, therefore, additional information was needed to complete her discounts.
Further that same date, Alinsco received additional prior insurance documents from ************************ as proof of discounts. Alinsco promptly reviewed them, accepted the additional documents as proof and applied the full 24 month prior auto discount to the policy. Once ************************ confirmed her premium was adjusted back to as quoted, made her installment payment in the amount of $51.50.
If ************************ has any further questions, she may contact Alinscos *************************** at ************
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