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:04/29/2025

  Type:Billing 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 have attempted to reach out to this company to have my policy CANCELED and NOT AUTORENEWED in May but I cannot access the account online despite using the correct username and password. I even attempted to use BOTH the forgot username AND forgot password links in the website and neither one worked. Every attempt to log in results in error of invalid credentials. The forgot username and forgot password links only require my last name and account number. Now if for some unknown reason the username and password that the password manager automatically inserts was somehow mistyped, I do know my own last name and the account number I literally copy and pasted for the renewal notice email. This company is engaging in fraudulent business practices by not allowing the account to be accessed online so I can cancel it. The initial policy agreement stated that the policy must be canceled to avoid annual auto renewal and simply refusing or withholding payment does not cancel the policy, it continues to auto renew and you are responsible for the payment regardless. So they are making it impossible for me to cancel because I cannot access my own account even when providing my own last name and the account number they themselves have on file for my renewal. The only satisfactory resolution to this matter is for my account to be canceled and NOT renewed. This company seems to be operating as a scam.

  Business Response

  Date: 04/30/2025

  This appears to be a duplicate complaint of 23253239. We reached out to the insured and offered suggestions on how they might be able to access their online account, such as contacting our **************** team. We advised that our **************** team can be reached at ******************** or ************, where they will be able to assist the insured with their desired resolution. 

  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 ON THE CONDITION that they fulfill their promise. My option of this companys business practices and shady dealings has not changed, therefore, although I accept the resolution offered, contingent upon its actual fulfillment, this company does not do business in a manner that I feel is appropriate or acceptable, so no Im not happy simply with the resolution but I will accept it if they fulfill their promise. There are still serious questions about their business dealings with regard to online account access, and I believe any potential customers would to well to find another ********************** provider that is reputable.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:04/26/2025

  Type:Billing 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 have had renters insurance through this company for at least 2 years about to renew for 3rd year. I never login because I havent had a need to submit a claim and the policy is prepaid yearly. I wanted to take a look and make changes prior to renewal this year but the website doesnt allow log in. I attempted login with forgotten username and password links and those fail to locate my policy. I am using the account number and the email address to which they sent the renewal notice so I know I have the correct information. They obviously know I have an account because they sent the renewal notice to that same email, and the account number is also correct. This seems like a scam. I believe I am being charged for am insurance product that likely isnt even going to protect me if needed, given the fact that I cant even access my own account even when using the forgotten login credentials link which asks only to supply my name which I obviously know, and my email address (to which they emailed the renewal notice so obviously that is in their system) and also the alternate means of my name and the account number (which by the way they even included on the email renewal notice) I might also mention my name is included in the email so I know there isnt some kind of typo or information change or anything. They obviously have the correct information because everything I provided they confirmed themselves in the renewal email. However even using the correct information, I cannot log in. I was just going to verify some information prior to renewal but something fishy is going on and I want out. I need the account cancelled before it attempts to renew on my credit card next month. I need this taken care of ****. I looked online and this is not an isolated incident. This company is possibly engaged in fraudulent activity. Ar the very least, it has shady business practices and I no longer wish to do business with them.

  Business Response

  Date: 04/30/2025

  We reached out to the insured and offered suggestions on how they might be able to access their online account, such as contacting our **************** team. We advised that our **************** team can be reached at ******************** or ************, where they will be able to assist the insured with their desired resolution. 

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and was able to contact them by phone to cancel the policy and not renew. This  resolution is satisfactory to me, however I want to note I am not happy with this companys business practices and my opinion of them is not changed with regard to my belief that something shady is going on snd possibly fraudulent when a customer cannot access their own account despite using the correct credentials and even the forgot username and forgot password links on the website do not work, it is impossible to access or change an account online. The forgot username and forgot password links on the site only require the last name of the policy holder and the account number. I mentioned previously that I certainly know my own last name and the policy number I tried both entering in manually and even directly copying and pasting the account number from their own email that notified me the policy was going to be renewed. Now if I typed my own name, and pasted in the account number that they themselves corroborated in the renewal email, I should have been able to reset my password and log in but it did not accept the information. They are making it impossible to log in or modify the account online. Furthermore I will be filing an additional complaint if the business does not fulfill its promise to me from the phone call thaf my policy is in fact going to be canceled and not renewed.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:04/23/2025

  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 moved out of my old apartment in October of 2024 and already cancelled my renters insurance policy via phone. I then realized this month of April 2025 that I was still being charged for renters insurance via MSI. I contacted them and did not hear back and then filed a dispute for April 2025 with my bank. I reached out to *** in April 2025 and asked what I was being charged for and they said it was a policy at my old apartment. They said that in order to be refunded they would need my move out statement or proof of another policy. I sent both documents over and they still did not issue a refund because I disputed only one month of charge in April 2025. They have not responded and they are still trying to charge me for next month.

  Business Response

  Date: 05/01/2025

  We were able to verify necessary information to reach the desired outcome with the insured. They can expect any additional refund owed to be processed expeditiously. If there are any outstanding questions, our **************** team can be reached at ******************** or ************. 

• Initial Complaint

  Date:04/16/2025

  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.

  This is with regards to my claim #****-00017283. As per the insurance company, a check for my claim was issued on Jan *******. The check appears to have been lost during delivery by ****. I had requested a reissue of my check to my claim adjuster on February 23. There was no response for few weeks after that I kept calling the claims phone number. The adjuster is never available and the call gets routed to another claims specialist. The claims specialist takes a note and says that my adjuster will call me in 24 to 48 hours. This is happening for the last 6 weeks. I call , they say that the adjuster will call and I follow up again after two days with the same result. I have lost count of how many times I have called. I just want my claim check to be issues so that I can get my repairs done. It would be much appreciated if someone can please help me resolve this issue

  Business Response

  Date: 04/27/2025

  The assigned adjuster contacted the insured in order to fully understand the issue. As a result, reissuance of a payment was processed to resolve the matter. 

• Initial Complaint

  Date:04/12/2025

  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.

  My renter's insurance policy was cancelled on 4/2/2025, yet I was charged for a full annual premium on 4/12/2025. Attached is ***'s own acknowledgement of the cancellation posted to my account. Additionally, the policy number listed with the charge on 4/12 is ********, which is not even associated with my account. My own policy number was ********, which can be seen in the cancellation acknowledgement.

  Business Response

  Date: 04/23/2025

  We have attempted contact with the insured multiple times in response to this complaint. While we have not heard back from the insured, they did submit a cancellation request for their insurance policy, which has been processed. If the insured has any further questions, they may reach out to our **************** team at ******************** or ************.

• Initial Complaint

  Date:03/03/2025

  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 was charged for $213 from this company that *** NEVER done business with.

  Business Response

  Date: 03/12/2025

  We were able to locate a policy for which payment was drafted from Ms. ******* card. We reached out to Ms. ***** with information related to the policy and it appears that the issue has been resolved. If any further assistance is needed, our **************** team can be contacted at ************ or ******************************. 

• Initial Complaint

  Date:03/03/2025

  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.

  This complaint concerns ***'s failure to provide a valid refund after a policy cancellation. In January 2024, I canceled my policy with ***, and after years of dispute, they finally issued a refund. However, upon depositing the refund checks, they were returned due to insufficient funds.Specifically:I canceled my policy in January 2024, and it took years for *** to process the refund.MSI issued refund checks, which I deposited.The checks were subsequently returned by my bank due to insufficient funds.This has caused me significant financial distress and inconvenience.MSI's actions are unacceptable. They have:Demonstrated a severe lack of financial responsibility.Failed to fulfill their obligation to provide a valid refund.Extended a already very lengthy problem.I request the following resolution:Immediate issuance of new, valid refund checks.Overnight delivery of the replacement checks.A written explanation from MSI detailing the cause of the returned checks and the measures they will take to prevent future occurrences.I expect a prompt response and resolution to this matter.

  Business Response

  Date: 03/12/2025

  A new refund check was required to be sent, which is the reason the first one did not clear. A replacement check has since been overnighted to the insured. We have further left voicemails for the insured confirming if they have received the refund checks and if they have cleared deposit into her account. The insured is encouraged to contact our **************** team at ************ or ******************** for further assistance, if needed. 

• Initial Complaint

  Date:03/03/2025

  Type:Product 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 canceled my lease at the address i was having insured with this company in 2023. I found out today, February 4 2025, that they had two policies under my name on this address and have been billing me for it for the last 2 years without my knowledge. I called them to try to get a refund and they say they cannot do that without proof that I do not live there anymore, even though they canceled one of the two supposed policies two years ago. I want a refund for the last 2 years of insurance I've been paying for an address i have not lived in. I do not know why they had duplicate policies on the address but I am livid.

  Business Response

  Date: 03/12/2025

  We have been able to process the cancellation as requested and refunded the insured. Should the insured need any further assistance, they are encouraged to contact our **************** team at ************ or ******************************. 

  Customer Answer

  Date: 03/12/2025

  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:03/03/2025

  Type:Customer Service 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.

  Apparently, the only way to get a proper response from the company is to file a complaint here. I have emailed three times and called last week, as well as submitted through my own mortgage company to obtain the insurance claims history on my home. This should be simple request given I have zero claims, and my home is only 3 years old. I also sent another follow-up today to all three emails trying to get ANYONE to provide the documents I need.This is a time sensitive request due to the sale of our home and the closing date approaching on February 25th. It is crazy that they have a website but don't allow homeowners to log onto their website. Because I was not able to register or login I called their customer service line who then told me I needed to EMAIL THEM, which I had already done, but she provided me with yet another version of your customer service emails. Why can't customer service provide me with the documents? They went through an entire verification process about the account to just tell me to email them.When your homeowners policy is renewed they send you nothing. I have received nothing but an email from my mortgage company that it was paid. Should the policy not be mailed or emailed to me? Why is this something that isn't readily available on your site for homeowner's? If we have a policy with you then your customer portal should include us and not just renters or businesses.I will never recommend this company to anyone. On top of this mess, my policy increased hundreds of dollars without an explanation even though I had zero claims made. Poor business practice especially given I was already an existing customer not a new customer.

  Business Response

  Date: 03/12/2025

  On February 5th we processed a change to the email on file as requested, which we then emailed policy documents to. We then referred the insured to the agency of the policy for claims related documents, which a Letter of Experience was sent to the insured. The insured is encouraged to reach out to ******************** at ************ or ******************** or the agency, Westwood for continued support. 

• Initial Complaint

  Date:03/03/2025

  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 had renters insurance under resident shield (this company) for one year while I lived in the reserve of ******* apartment homes. Despite cancelling my coverage, at the end of my lease, they continued to charge my card every month for almost a year while I was residing in an entirely different complex that did not require renters insurance. I reached out to this company for a refund, stating they had charged my card for almost a year now for premium. Instead of acknowledging the charges that were incorrect on their behalf, they told me I either can provide a move out statement from my old apartment complex OR new coverage. I never recieved a move out statement from my old apartment, all I have is the 60 day notice I was required to give them per my lease. I also cancelled this policy but THEY never actually cancelled it and instead renewed my policy even though I have an email stating my policy was cancelled at the time my lease ended. I sent them my lease of the apartment I was residing in after moving out to provide a proof of new residence, showing that I had fully moved out of my prior apartment, and sent them the 60 day notice I gave to my old apartment. They refused to refund me for charges, and I have still not been contacted by anybody other than by email. After this, they charged my card AGAIN, even though I CANCELLED the policy they were currently charging me for with confirmation from the customer service *** via email. I emailed them and they FINALLY cancelled my policy. But no refund has been issued !

  Business Response

  Date: 03/12/2025

  We reached out to the insured on March 4th with a voicemail and email advising of the information needed to resolve their complaint and bring the matter to closure. The insured is encouraged to contact our **************** team at ************ or ******************** with any further questions.