Complaints

This profile includes complaints for SNAP Insurance Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SNAP Insurance Service

  315 Ranch Trail Rockwall, TX 75032

• 

  SNAP Insurance Service

  P. O. Box 548 Rockwall, TX 75087

• 

  SNAP Insurance Service

  PO Box 548 Rockwall, TX 75087-0548

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:01/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 why I will never use snap car insurance ever again On November 5, 2024, I was in a car accident. I was T-boned really badly. Luckily, no one was seriously hurt. However, my mom did get a concussion. The lady that caused the accident, she was on her cell phone and she came out of nowhere from a different lane snap insurance automatically assumed it was my fault by the looks of the damage, even though it wasn't. And because the lady Claimed she had an attorney. I have asked them repeatedly to give me her insurance information and they have not given it to me and my car is totaled compared to her car window They considered her car a complete loss when my car was the complete loss and total, and she was the one on her cell phone. When the collision happened, She immediately picked up her cell phone cussed to the person on the other line Saying " I was just in a f****** accident" | have tried to snap insurance numerous times in which they have ignored me. I will never do business with them again. They failed to help me get my car replaced or fixed. And they have failed to provide me with any of her insurance And if anyone knows who this woman is in the picture who's up and walking around and claims that she was seriously injured when she was up and walking around just fine. automatically assumed it was my fault by the looks of the damage, even though it wasn't. And because the lady Claimed she had an attorney. I have asked them repeatedly to give me her insurance information and they have not given it to me and my car is totaled compared to her car window They considered her car a complete loss when my car was the complete loss and total, and she was the one on her cell phone. When the collision happened, She immediately picked up her cell phone cussed to the person on the other line Saying " I was just in a f****** accident" | have tried to snap insurance numerous times. And she was trying to claim bodily injury when she was up and walking around just fine.

• Initial Complaint

  Date:01/17/2025

  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.

  SNAP Insurance Service, LLC refused to provide me with their insured declaration page OR coverage denial letter. As a claimant I have the right to request declaration page to assist in the furtherance on my personal injury claim with my insurer

  Business Response

  Date: 02/28/2025

  This forum is for customers to leave feedback on marketplace interactions they have had with our company. As you are not a customer or policyholder of SNAP **********************, your concerns are beyond the purview of BBB's typical complaint process. However, we appreciate the opportunity to address your concerns and provide you with a response.
  
  In review of your claim with SNAP Insurance, we note that upon investigating the accident, our insured was determined not to be at fault or the cause of the accident. Subsequently, we sent a liability denial letter to your legal representation at the time. We also provided this letter to your other former legal representation, directly to you, and most recently to your present legal representation.
  
  Since our denial is based on liability and not coverage, there is no letter denying coverage for this claim.Additionally, because your claim was denied on liability grounds, providing a declarations page of our insured is not relevant. However, we can produce one voluntarily if our insured grants us permission to do so. We have made multiple attempts to obtain this permission but have not received any permission to do so. 
  

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  insurance company wants me to par $2000 out of pocket for rental. the insured hit my vehicle when parked. im a disabled veteran on ********** and cant afford the $2000. I just want them to pat the rental and repair my vehicle.

• Initial Complaint

  Date:10/19/2024

  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.

  Kindly requesting assistance with full refund. My insurance was cancelled without proper resolution. I made payments as requested by both Pronto Insurance and SNAP insurance. My credit removed because Pronto Insurance could provide my 6 months of service. I was advised by customer ********************** specialist my SNAP insurance would not be reinstated because it would be a business insurance and because I lost my discount. SNAP Insurance refused to assist with over the phone payment. I received a run around by both pronto insurance and SNAP Insurance.

  Business Response

  Date: 10/28/2024

  This message is in response to the complaint filed with the Better Business Bureau regarding your recent experience with SNAP Insurance. We appreciate the opportunity to clarify our policies and address your concerns.
  Upon reviewing your complaint, we understand that you experienced difficulties related to your policy cancellation, refund request, and communication between Pronto Insurance and SNAP Insurance. We regret any frustration this may have caused and are committed to providing a clear explanation of the events.

  Your policy initiated on September 30, 2024, and we received a payment of $85.03. Coverage was provided from September 30, 2024, at 4:44 PM until October 14, 2024, at 12:01 AM, with premiums earned for that coverage period. The breakdown includes $25.87 for earned premium, $2.50 for the Texas MVCPA fee, and $6 for a policy fee. Although a $13.00 cancellation fee applied, we have waived it. This results in a refund of $47.66, which was issued on October 25, 2024.

  In regard to your concerns about losing your discount, a prior insurance discount initially applied. When proof was not provided, a 10-day notice of cancellation was mailed, as required, with cancellation effective October 14, 2024.Additionally, in a recorded call, you confirmed that your vehicle was used for business purposes. Unfortunately, SNAPs personal auto policies do not cover vehicles used for business, which disqualified the policy for reinstatement.Because the policy had been canceled and did not qualify for business use coverage, we were unable to accept a reinstatement payment when you called.

  As an independent agency, Pronto Insurance operates separately from SNAP Insurance, limiting our ability to address issues you may have experienced with them directly. We apologize if this caused any confusion or delay in assistance.
  

  We hope this explanation clarifies our response, and we remain committed to supporting our customers' needs. Should you have any further questions, please feel free to contact customer ********************** at ************.

  Customer Answer

  Date: 10/28/2024

  I have reviewed the business response and accept this resolution. Truly dissatisfied with your company and agents behavior. 

• Initial Complaint

  Date:06/07/2024

  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 went to an car insurance located on *********************** ARAMEX INSURANCE AGENCY INC.Agency Address:***************************************************** and the agent name is *********************** who does business with Snap Insurance service located in ******** and for some reason I can't even get on hear to pay my car insurance because something is wrong with their website it freezes up and it's been like that since May 28, 2024 until now I just sent the agent a message just now haven't heard anything from him yet And you can also go on look up Snap Insurance service and look at the views about this company.

  Business Response

  Date: 06/21/2024

  This response is regarding your difficulties in making an online payment with Aramex Insurance *********** for your **** Insurance policy. It is important to note that the **** Insurance policy you purchased was not directly acquired from **** Insurance. Our policies are sold through independent agents,and you purchased this policy from your agent, Aramex Insurance ***********
  
  You were mailed a renewal offer that included an invoice on May 20, 2024,advising that the policy was available to renew, and payment needed to be made by June 1, 2024, to prevent any lapse in coverage. We do not see any record of you calling **** directly for assistance before encountering this online payment issue.
  
  We see that you are requesting a refund and have listed a disputed amount of $179.00. This was the amount you paid for the first term with ****, providing coverage from May 2, 2024, to June 2, 2024. No refund is due as this amount was collected and earned by the company.
  
  Our records show a renewal payment was taken for your account at the agents office on June 7, 2024, for another 1-month term policy, providing you coverage from June 7, 2024, to July 7, 2024. We believe this resolves your complaint.
  For any unresolved issues, please follow up with your agent at Aramex Insurance *********** If you continue to experience problems, please contact ****s customer ********************** at ************.
  
  We are sorry to hear of your frustrations in trying to make a payment and hope these details help you better understand that it was not something we could have prevented or caused. SNAP Insurance Service provides multiple ways to make payments. In the future, you can call us at ************ and select our automated payment option to make a payment by phone, mail us a payment with the provided information in your invoice, or continue to visit your agent to make an in-person payment.

• Initial Complaint

  Date:03/11/2024

  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.

  insurance is draging their feet claim #****-hstx084149 policy #snh449337-000 case id #******** crash id#********* have complied with everything they requested accident date 12/05/23 started sending pic on 01/04/2024 thew 03/01/2024 their excuse now is their client is not doing anything they request so we are left hanging even though they where the ones who hit me and the damage is rather minor we would like to settle this claim bbefore we go home in april i have to call them every week and get one excuse after the other no one was hurt both vechiles had minor damage the driver cut in front of us i dont think it should take this long to settle the claim

  Business Response

  Date: 03/25/2024

  This forum is for customers to leave feedback on marketplace interactions they have had with our company. As you are not a customer or policy holder of SNAP, your concerns are beyond the purview of a BBBs typical complaint process. However, we appreciate the opportunity to address your concerns and provide you with a response.
  
  Regarding the accident involving our insured, our investigation required cooperation from our policyholder to establish liability and coverage. We diligently obtained the necessary statement and photos from the accident, completing this process on March 18, 2024.
  
  The following day on March 19, 2024, we called you to go over your estimate and how payment would be sent to you. We requested a copy of your title since your car was not registered in the **************. You provided this and payment was subsequently mailed to you on March 21, 2024.
  
  We believe that this payment adequately addresses your concerns. Your feedback is valuable to us, and we sincerely hope that we have been able to resolve any issues you may have had.
  
  Thank you for your understanding in allowing us the time needed to complete our investigation and for your cooperation.

  Customer Answer

  Date: 04/09/2024

  Sbap insurance  has settled  thank you for your. Time      complaint no. ********

• Initial Complaint

  Date:05/22/2023

  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 received a settlement offer from the claims adjuster for an accident. The offer was well below the value of the car. And even if I retain the car, the owner retained offer would not cover the cost of parts. No one ever came to inspect the car, no rental was offered, and the claim was considered a total loss with very little due diligence.

  Business Response

  Date: 06/14/2023

  This forum is for customers to leave feedback on marketplace interactions they have had with our company. As you are not a customer or policy holder of SNAP, your concerns are beyond the purview of a BBBs typical complaint process. However, we appreciate the opportunity to address your concerns and provide you with a response.
  
  In review of your complaint, we understand that found our total loss offer for your vehicle is under the retail value you found through your own research and are requesting additional compensation.
  
  Our offers are based on the Actual Cash Value (***) of your vehicle though the NADA ***** The *** is based on the specifications of your vehicle, which included, age, mileage, make and model. Unfortunately, vehicles lose value with age and with your vehicle being manufactured 23 years ago, this significantly decreased the value. Also, ****** designates that this vehicle was involved in a prior accident in which also decreases the value of the vehicle. The offer that was presented to you was fair and determined based on multiple factors that were not taken into consideration during your personal research.
  
  We understand your frustration in not having much value in your vehicle when seeking a replacement. In the spirit of this, we reached out to you to provide loss of use payment to you as a courtesy, even though this is not a requirement or consideration in ********** for total loss settlements. We have reached out to you in two different conversations, and you have refused both of our offers.
  
  We sent our final offer to you in writing on June 12th,2023, and will wait for your response. We have attempted to work with you beyond the states requirements and listed value of your vehicle. 

• Initial Complaint

  Date:04/05/2023

  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.

  Myself and my 3-year-old daughter were involved in a car accident on 12-07-2022. My vehicle was deemed a total loss as my airbags deployed. The police were called immediately following the incident and they issued a ticket to the other driver for being at-fault. Being no mention of myself being partially at fault due to any other circumstances, I was good to go. The following months I tried to keep in touch with the drivers insurance company's adjuster. A couple days later they reached out with an offer they came up with. They were accepting liability at 50% as "speed was a factor" in the reason my vehicle was totaled. I disagreed with that offer and told them I would call back at a later time to discuss the offer. 2 weeks later we spoke again and the adjuster mentioned the offer was non-negotiable and if I didn't agree with it, I could have my own insurance pay me. I questioned why I would do that as I was not at-fault and the police report mentioned nothing to do with my speed. The adjuster became very irate and ended the phone call mid conversation while I was speaking. Immediately following that phone call, I wrote up an email to the company explaining what had just happened and to request someone new to handle my case. A week went by and I had not received any call or email in response to my email. I tried reaching someone in the office but was only transferred to a supervisors voicemail. Later that week I called twice more and the same thing happened. I got a call back from the same adjuster and we discussed the issue again only to get the same outcome as before- an unprofessional response from him. Two weeks later, I finally got a hold of a manager and during our call, and me explaining this situation to him, the response I was given was "just because you were told something you didn't like/wanted to hear, does not mean he was being unprofessional." It has now been 3 months that I've been dealing with this company and their unprofessionalism. I want help.

  Business Response

  Date: 04/12/2023

  This forum is for customers to leave feedback on marketplace interactions they have had with our company. As you are not a customer or policy holder of SNAP, your concerns are beyond the purview of a BBBs typical complaint process. However, we appreciate the opportunity to address your concerns and provide you with a response.
  
  Our investigation into your accident, which involved our insured, included recorded statements from both you and our insured, as well as detailed photos of all vehicles involved. Based on the evidence we collected, we determined that the speed at which your vehicle was traveling was a contributing factor to the severity of the damages it sustained during the accident. We understand that you may not agree with our decision, but we have provided you with multiple emails,adjuster phone calls, and supervisor phone calls to explain our decision-making process and the avenues available to you if you did not want to accept our offer.
  
  Upon reviewing the correspondence of your claim, we found each interaction to be timely and professional. We provided you with options for your vehicle total loss on December 22, 2023, via mail, email, and phone calls. When we did not receive a decision from you, we followed up with contact letters to convey the lack of interest.  We received your decision for the company to retain the salvage on April 4, 2023. A check was subsequently mailed to you the following day, April 5, 2023.
  
  We also want to address your claims that our staff was rude and unresponsive. We reviewed the phone calls with your adjuster and found that the frustration stemmed from our inability to comply with your request to pay for 100% of damages, as our insured was not 100% at fault for these damages.
  
  We appreciate your feedback and we hope that we have been able to address your concerns. 

  Business Response

  Date: 04/25/2023

  Dear BBB, 

  This complaint is not from one of our customers. We would like to request it not be published on our profile as it is not from one of our consumers.