ComplaintsforGoosehead Insurance Agency, LLC

• Initial Complaint

  04/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  2/1/2022 Homeowners Insurance Quote Predatory Practices After I denied the insurance quote, Goosehead is utilizing predatory practices to make consumers believe they have signed up for their insurance through a verbal agreement. Furthermore they continuously contact me for the insurance, including phone calls, emails, and insurance photographers showing up at my property. They are demanding my current agreement from my insurance agency I use for homeowners insurance to seize communication. However, my contractal agreement I agreed to with my insurance agency is not information they are privy to.

  

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/04/27) */ Contact Name and Title: ***** Maricle-Agent Owner Contact Phone: 919-585-4444 Contact Email: *************@goosehead.com Goosehead is a national franchise with multiple franchise owners across the country. I do not have this customer or prospect in my records as someone that I have quoted before. This complaint does not belong to my office. Business Response /* (1000, 20, 2022/05/25) */ On January 17, 2022, Goosehead received a request via its website that Mr. ******* was interested in a homeowners policy quote. On January 19, 2022, a Goosehead agent contacted Mr. ******* via email and phone to proceed with binding the homeowner's insurance policy. On April 13, 2022, Mr. ******* advised that he no longer wanted the policy, so Goosehead requested a copy of his current policy to avoid a lapse in coverage and flat cancel the policy as he so desired. Goosehead followed up with Mr. ******* to obtain the necessary documentation to process the cancellation but did not receive a response. As of the date of this response, the policy has been cancelled effective May 16, 2022, pursuant to Mr. *******'s request.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beware do not use this company I learned the hard way. I cancelled my policy in late February and they had insured me for 3 years. All of the sudden they have the wrong address and still have yet 4/20/22 to send my refund. If you have the wrong address who have you been insuring for the all that time. Every time I call the date changes when my refund will arrive. I am so glad I am finish with them and I will be telling the real estate agents that I have connections with do not use them in any capacity.

  

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2022/05/05) */ On or about January 16, 2019, Goosehead assisted Ms. Hart-Printers in obtaining a homeowner's insurance policy (the "Policy") with the carrier, The Travelers Indemnity Company ("Travelers"). The Policy was written correctly for Ms. Hart-Printer's home address, but the mailing address was listed incorrectly, so the refund check was unable to be delivered to Ms. Hart-Printers. Travelers sent Ms. Hart-Printer's refund via bank transfer and as of April 29, 2022, Ms. Hart-Printers confirmed with Goosehead that she received the full refund and we apologize for any inconvenience this may have caused her.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  09/2020 we purchased a new home and signed up with Goosehead Insurance, John Hakenewerth, to be our agent, who placed us with State Auto. At that time we were able to get a hold of John on various occasions with no problems. Upon renewal, December 2021, I was unable to get a hold of John, and was given a new representative named Malerie Kessell, who placed us with SafeCo. She stated the policy would remain the exact same, no coverages or coverage amounts would change. We inquired with Malerie about earthquake coverage and agreed to add it on to our policy. All should have been good until we had a freeze in February and our hot tub began to leak. I filed a claim with SafeCo on February 7, 2022. Unfortunately, there came a huge mess. SafeCo stated on March 29, 2022 that we did not have hot tub coverage. I then tried numerous times to contact John, and once I got a hold of him he stated the original policy included hot tub coverage and the renewal, which was not changed, included hot tub coverage as well. This led to many unpleasant conversations with my current insurance agent, SafeCo, as well as with Goosehead about their different answers on the hot tub coverage. On April 12, 2022 I was given a final answer(no one will respond or answer me anymore) stating the renewal did not cover the hot tub and the earthquake coverage was never added on the policy. I was told "it must have just been overlooked". That does not help me any, I have an unusable hot tub and am lucky we have not had any other earthquake experiences. I am very disappointed with the customer service I have received from Goosehead Insurance. On 01/15/2021 I paid them $199.00 to retain them as our agent and then on 11/23/2021 another $99.00 to retain them for the current year. I do not feel I have gotten the service I was promised and would like my money refunded as well as Goosehead insurance removed as my agent. Your help in getting these two matters completed is greatly appreciated.

  

  Business response

  08/01/2022

  Business Response /* (1000, 6, 2022/05/04) */ On or about August 19, 2020 Goosehead procured a homeowner's insurance policy through State Auto for Ms. ***** - the policy term was to be effective September 22, 2020 to September 22, 2021. On November 22, 2021, Goosehead Account Executive, Angela V*****, reshopped Ms. *****'s policy and procured a new homeowner's insurance policy through Safeco. As Ms. V***** is no longer employed with Goosehead we're unable to confirm what she discussed with Ms. ***** when procuring the new policy; provided however, Goosehead can confirm that Ms. *****'s State Auto policy insured against property damage caused by freezing, but only when the damage was a result of the freezing of a "plumbing, heating, air conditioning or automatic fire protective sprinkler system or of a household appliance." Similarly, Ms. *****'s Safeco policy states that damage to property is covered if caused by freezing of a "plumbing, heating, air conditioning or automatic fire protective sprinkler system, or of a household appliance." Accidental discharge of water or sudden and accidental cracking caused by freezing is specifically excluded from Ms. *****'s policies, which is standard for homeowner's insurance policies. Additionally, neither State Auto or Safeco ***** an endorsement that is specific to hot tubs as Ms. ***** believes. Ms. *****'s hot tub is considered tangible property and her policy provides coverage for property damage caused by an insured peril. Safeco determined that the the damage to Ms. *****'s hot tub was not a result of an insured peril and subsequently denied her claim. As Goosehead does not adjust claims on behalf of its carriers, Goosehead's ability to assist Ms. ***** with her claim is limited to assisting Ms. ***** in her discussions with Safeco or her adjuster regarding their decision to deny her claim. Ms. ***** was charged an agency fee in the amount of $199.00 in consideration for all services performed by Goosehead in connection with procuring and issuing her State Auto policy and was later charged an agency fee in the amount of $99.00 in connection with procuring and issuing her Safeco policy. Ms. ***** signed the application for both policies consenting to pay the agency fees and acknowledging she understood that the agency fees were fully earned and non-refundable. Although Goosehead hopes to retain Ms. ***** as a client, we understand her frustrations and can assist her with cancelling her insurance policies so that Goosehead is no longer her agent. Ms. ***** can submit a request to cancel her policies to Goosehead's service department by calling XXX-XXX-XXXX, emailing *******@goosehead.com, or via the online chat function on our website. Consumer Response /* (3000, 14, 2022/05/13) */ I spoke to Malerie Kessell. I have never spoken to Angela Virgin. Business Response /* (4000, 16, 2022/05/24) */ According to Goosehead's phone records, Ms. ***** spoke to Angela V***** several times on November 22, 2021 (see the attached picture of Goosehead's phone records). Unfortunately, as stated in our prior response, Ms. V***** is no longer affiliated with Goosehead so we can not confirm what the phone call entailed. Consumer Response /* (4200, 18, 2022/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I viewed the attached phone record and agree to speaking with a Goosehead representative. The Representative I spoke to was Maleri Kessell due to the fact that John Hakenewereth did not return my calls. I would like my refund due to the disappointment of the services rendered and do not wish to have Goosehead as my representative.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In June of 2021, ***** ********* and I bought a home. ***** wrote the homeowners and flood insurance as he is a franchise owner with Goosehead Insurance. In November of 2021, I refinanced the home to have him removed from it. I was told that I could not remove ***** from my policy until I had all the appropriate paperwork for Goosehead and Travelers to file proving that he was no longer a homeowner. A few weeks later (Mid December), I had all of my paperwork in hand and called Travelers to remove *****'s name from my policy. Travelers could not find my policy at first, but after some digging, they figured out what had happened. ***** had logged into the policy, deleted my name without proper documentation (a request from me or a quitclaim form showing he was the property owner) and deleted the policy. Not only could this have been catastrophic if something happened to my home, but I had paid for a year of insurance at the closing and because my name was no longer on the account, Travelers sent the $1000+ refund check to ***** and he cashed it. He committed fraud, went against company policy/compliance, and stole money from a client. I have a legal document signed by ***** stating he was not owed any more money following the closing. I addressed this with Goosehead in December 2021 and although they keep telling me they will look into it, no action has come from it. I had to pay an additional $1000 to get my insurance reinstated and Goosehead has not returned my money to me. I have tried to be patient but it has almost been 4 months and they have gone silent on me. This is one of their agents that stole from a client and they need to fix the error. I told them it made the most sense to reimburse me and garnish his wages but nothing has happened. ****** ******* Property: **** ***** Lane Johns Island, SC XXXXX Insurance Travelers Policy XXXXXXXXXXXXX

  

  Business response

  06/02/2022

  Business Response /* (1000, 5, 2022/04/28) */ We understand Ms. *******'s frustrations, however Mr.********** was a named insured on this homeowner's insurance policy. According to Travelers' underwriting guidelines for this policy, "a named 'insured' shown in the Declarations page may cancel this policy" and "the cancellation by a named 'insured' **** be binding on any other named 'insured'." As Travelers' allowed Mr.********** to remove Ms. ******* as a named insured from the policy and Mr.********** was within his rights as a named insured to cancel his policy, Goosehead's ability to take action against Mr.********** as a Goosehead agent is limited. Further, Goosehead was not party to any agreement relating to this home closing transaction and cannot enforce the terms of any such agreement between Ms. ******* and Mr.**********. It is Goosehead's understanding that Ms. ******* has not attempted to pursue Mr.********** directly for these funds despite having an agreement with him that states she is entitled to the funds. Goosehead does not prohibit its agents from making changes to their own insurance policies, which is what Mr.********** did. We highly encourage Mr.********** to pay Ms. ******* any funds she is owed, however Ms. *******'s dispute with Mr.********** regarding this situation is ultimately a personal dispute that she should resolve with Mr.********** directly.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, April 4, I contacted Godhead Insurance Customer Service to change the vehicles on my automobile policy, removing one vehicle and adding a new one. After waiting on hold for over thirty minutes, I finally was connected with a customer service representative named Ryan ******* It took over an hour for him to make what should have been a simple change to my policy. After the vehicle changes were finally made, I inquired about changing the liability limits on one of my two vehicles as the new vehicle was financed whereas the previous one was leased. (At the time I was unaware, and subsequently found out, that all vehicles on a policy were required to to have the same limits of liability). Apparently, the customer service representative was so ill-informed and poorly trained that he did not know that either. He attempted to contact my insurance carrier while I continued to wait on hold, after already being on the call and on hold for over an hour and half at that point. He finally got back on the line and told me he was unable to reach my insurance carrier. I told him I could no longer wait on the phone, to forget the request, and that I would deal with any coverage changes at later date. When the called ended, I had not provided my authorization to make any liability coverage changes to my automobile policy. At 5:30pm on Wednesday, April 6, I received a phone message from Ryan. stating that he had been able to reach the insurance carrier and changed my liability limits on both of my vehicles from 100/300/100 to 50/100/25 without contacting me before doing so and without authorization from me. Had he bothered to contact me before making the unauthorized change to my policy, and informed me that the liability coverages needed to be the same for both vehicles, I would have let the matter drop and would not have let the unauthorized change go through.

  

  Business response

  06/01/2022

  Business Response /* (1000, 6, 2022/04/19) */ Mr. ****** **** is no longer a Goosehead client and has obtained coverage elsewhere. The issue has been resolved. Consumer Response /* (3000, 8, 2022/04/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had to moves my policies to another independent agent due to the incompetence of Goosehead Insurance. They screwed up my policy, and didn't even offer so much an an apology for what they messed up.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Currently, I am in the process of purchasing a new home. The loan officer asked me to give his go to insurance agent for a quote. Colin ******* from Goosehead Insurance was the contact person. I had and still have insurance through another company and I made it clear to all concerned parties that I have a very satisfactory relationship with them and unless it was a tremendous difference in rates I would not be switching. Colin ******* from Goosehead gave me a great quote. He asked if he could do an EFT withdrawal from my checking account to lock in the quote, he stressed that didn't obligate or start the policies (homeowners/auto bundle). Upon receiving the actual invoice as to what I was actually paying the quote was no longer that attractive. There were office and service charges that made my existing quote from my agent actually better. I called Colin ******* from Goosehead and asked to discontinue anything further, do not activate the policies and return my EFT deposit. He obliged and told me it would be taken care of. The was 3/17/22. I never received a refund as of 4/4/22. Every single day I do receive multiple emails asking me to electronically sign an activation for the auto and homeowners policies. I asking for the refund of the deposit, $104. The termination of all solicitations, activation requests or requests for future services. I asking that a written letter, either emailed or USPS be sent confirming no further EBT withdrawal **** be taken in the future and confirming the termination of any type services now or in the future. Very displeased I had to jump through so many hoops to try to achieve the above-mentioned. I could only imagine how difficult a claim would be. Thank you ***** ****** *******

  

  Business response

  06/02/2022

  Business Response /* (1000, 5, 2022/04/19) */ On or about March 14, 2022, Goosehead Account Executive, Collin ******** procured home and auto insurance policies for Mr. *******'s. Mr. ******* notified Mr. Jamison on March 17, 2022 that he was no longer wanted the policies and Mr. ******* notified Goosehead's service department to cancel the policies accordingly. Both policies have been cancelled effective March 31, 2022 and the refund for the auto insurance policy was sent to Mr. ******* by the insurance carrier, Safeco, on March 29, 2022. No payments were made toward the homeowners insurance policy, so there is no applicable refund. Since Mr. *******'s homeowner's and auto applications were never signed, Mr. ******* had been receiving emails to provide his signatures, but Goosehead has ensured he will no longer be receiving these notifications. Consumer Response /* (3000, 7, 2022/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes I did receive the return of my deposit and no the daily requests via email from Safeco and 'goosehead' in regards to me signing documents accepting services from them still continue. I filed them into my spam folder. I am finished dealing with 'goosehead'/Safeco Thank you BBB for your assistance, it was very much appreciated. Business Response /* (4000, 9, 2022/05/06) */ Goosehead has voided all of Mr. *******'s documents and confirmed with Safeco that no more reminders to sign documents **** be sent to Mr. *******. Consumer Response /* (2000, 11, 2022/05/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  03/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a Harvey flooded home in 2020. We called Tom for a flood insurance quote and he quoted 10k. Which we declined. The following year, 2021, we called again, and he said he had more carriers and could offer us a better deal. So Tom sold us a flood insurance policy for 3k. But it was a fraudulent policy. He lied to the insurance company to get us an approval for a policy just so he can sell it. We came to find out when we were selling our house. He told the buyers are policy was written fraudently by his office just so we can get one. And he even proceeded to tell them he can "fake" one for them too. They were appalled by his admission and immediately informed me. I have everything in writing from the buyers. When I confronted Tom about this he said it was one of his employees that wrote it and he had very little training and he was unaware of it until now. As an owner of an agency YOU are legally obligated to verify all of the policies written in your office. Seven months have passed since this policy was written. Why didn't he pick up the phone and tell us our policy was written falsely'?? Or apologize and offer a refund. This whole time I could've been flooded and lost my home, my belongings everything!! I also called the agency under our declaration page and they confirmed he submitted false information. Tom decided to hide this from us. Collect our funds and then continue to sabotage a real estate deal. He even told them our home had multiple floods and when I asked him where he obtained this information he declined to say. Him feeling obligated to inform others of this deception except US is disgusting. And knowing he was willing to commit fraud again in a blink of an eye is alarming. I will be pressing legal charges, hiring an attorney, and contacting the insurance commissioners office. I will now be seeking damages. Tom should be ashamed of being in this business and stealing from people. I will not rest until his license is revoked or suspended.

  

  Business response

  05/02/2022

  Business Response /* (1000, 5, 2022/03/30) */ In June of 2020 Goosehead Agency Owner, Tom *******, quoted a home insurance policy for Ms. ****'s new home purchase. At this time Mr. ******* quoted a flood insurance policy for Ms. **** as well. Ms. ****'s property was identified as an ineligible risk under Section 1316 of the Flood Insurance Act due to being located in a flood prone area. As a result, Mr. ******* was only given limited options for potential flood coverage through the carriers that Goosehead partners with, one of which was a flood insurance policy through Neptune Flood, with the annual premium starting at $10,000. Before Mr. ******* could finalize this flood quote through Neptune, Ms. **** had declined due to pricing. In May of 2021, Ms. **** requested that her home insurance be reshopped and inquired about a flood insurance policy again. A new producer for Mr. *******'s agency, Kristial ******, helped Ms. **** reshop her home policy as well as look for potential flood coverage. As Ms. ****** was unaware of Ms. ****'s prior quote history with Mr. *******, was unaware Ms. ****'s property was not eligible for private flood insurance under Section 1316 of the Flood Insurance Act, and Ms. **** did not communicate the prior flood history of the surrounding area of the property to Ms. ******, Ms. ****** proceeded to procure a flood policy through Aon Edge. In February of 2022, Ms. **** communicated to Goosehead that she was in the process of selling her home and requested to cancel her home and flood insurance policies. On or about March 11, 2022, the potential buyers of Ms. ****'s property contacted Goosehead to request home and flood insurance quotes. It was at this time when Mr. ******* explained to the potential buyers that Ms. ****'s property was located in a high risk flood zone and was not eligible for private flood insurance, and that Ms. ****'s Aon Edge flood policy should not have been bound by Ms. ****** for this reason. Although Goosehead does not adjust claims on behalf of its carriers, Mr. ******* also explained to the potential buyers that because the property was not an eligible risk, Aon Edge would have likely denied coverage in the event of a flood loss. Contrary to Ms. ****'s statements in the complaint, Mr. ******* did not state that Ms. ****'s flood policy was fraudulent and did not offer to bind a fraudulent flood policy for the potential buyers. As of today's date, Goosehead is in the process of assisting Ms. **** with cancelling her Aon Edge flood policy and will be reimbursing Ms. **** for any premium she paid for the flood policy upon its cancellation. Mr. ******* has provided additional coaching and feedback to Ms. ****** to ensure her understanding of private flood insurance eligibility going forward.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  New customer to ****** insurance, Goosehead agency. For homeowners insurance and auto insurance. I paid one year premium homeowners insurance on January 3 by credit card, they billed ***** ***** on 2/14/2022 for same amount $1648. Won't answer phone or return email. Purchasing ****** ******** off lease , need paperwork from insurance for new registration, **** not help dealership, hung up on dealership, I had to get insurance through usaa effective on 2/24/2022. Just to get my car home. I **** try to cancel homeowners and auto with Goosehead and ******* if they answer their phone, I need a refund for 2 years premiums of homeowners and prorated monthly **** of auto. How can I get it if they don't answer phone

  

  Business response

  04/28/2022

  Business Response /* (1000, 5, 2022/03/10) */ On January 27, 2022 Goosehead received a call from **** Federal Credit Union informing us that Mr. ********* had recently refinanced and to verify that the homeowner's policy had been paid in full and requested proof of insurance. Goosehead provided the proof of insurance and updated the the mortgagee clause. There were no additional payments received from **** Federal Credit Union or ***** ****** On February 22, 2022, Goosehead received a call from Mr. ********* requesting updated documentation reflecting this vehicle was being financed versus leased and to send this documentation to his dealership. The updated proof of insurance was faxed to the dealership on February 22, 2022 in accordance with Mr. *********'s request. As of today's date, Mr. ********* has cancelled his homeowners and auto insurance policies with ****** effective February 24, 2022. Consumer Response /* (3000, 7, 2022/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) After failing to answer phone in a timely manner, hanging up on person at auto dealership, faxing incorrect documents, leaving my vehicle stranded at dealership because I didn't have registration. I ended up having to switch insurance companies, and guess what , within 5 minutes correct documents were sent. Wow, how hard was that. Buyer beware, Goosehead will not answer their phone! Be very careful what you decide. Business Response /* (4000, 11, 2022/03/25) */ According to our internal records, Goosehead spoke with the dealership on February 22, 2022 and faxed the requested documents directly to the dealership and there is no record that the dealership was hung up on during the conversation. Goosehead does apologize for the inconvenience, and Mr. *********'s policies have been cancelled per his request.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Josh B***** of Goosehead insurance and told him we wanted to have our car insurance and homeowners insurance with his business. there is proof of the date that he was to start our car insurance policy and homeowners on 10/15/21 but we received documents to sign on 10/28/21. then we were involved in a car accident on 11/2/21 and was hit by a woman who blew a stop sign. The woman who hit us has third rate insurance so I then called Josh B***** to have him start a claim with our new Car insurance (Stillwater) since I could not get a hold of anybody at the at fault insurance. and Josh informed us on 11/8/21 that we were not insured with the car insurance and only the homeowners. He then realized his mistake and said he took care of us and that we were insured and we then filed a claim with Stillwater Insurance and as Stillwater was wrapping things up and about to pay our claim deeming our car a loss, they started an investigation against our agent Josh B***** for fraud and how he handled our car insurance policy. Stillwater then said we can not pay your claim and have closed it out and we would have to deal with Unique Insurance. we then spoke with Josh and asked him what was going on and he said he would file a claim with his E&O (error and omissions) insurance as he realized he was at fault for us not being insured at the right time. Goosehead then cut off all contact with Josh and us so they can investigate the E&O claim. they then told us they would not pursue that route since Unique insurance accepted fault even though we had not heard from Unique at all. this is now February and even though Stillwater had totaled our car and deemed it a loss we are now dealing with this third rate insurance who wants to repair the car and only offered a small amount to fix it. this is maddening and never should have been handled this way and our agent from Goosehead saved himself from filing an E&O to his insurance and left his clients high and dry financially struggling

  

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/03/07) */ On October 12, 2021, Goosehead Agency Owner, Josh B*****, provided Ms. ****** with homeowner's and auto insurance policy quotes through Stillwater Insurance, the insurance carrier, that reflected an October 26, 2021 effective date. Mr. B***** was providing these policy quotes as part of Ms. ******' upcoming home closing. On October 15, 2021, Ms. ****** advised Mr. B***** that she would like to proceed with the homeowner's and auto insurance policies provided by Mr. B*****. On October 18, 2021, Ms. ******' lender advised Mr. B***** that Ms. ******' home was estimated to close on October 29, 2021. As such, Mr. B***** proceeded to bind the homeowner's insurance policy for Ms. ****** with an effective date of October 29, 2021. On October 28, 2021, Goosehead sent the application for the homeowner's insurance policy to Mr. ****** via DocuSign for electronic signatures, which Mr. ****** completed shortly thereafter - the application reflected a policy effective date of October 29, 2021. Also on October 28, 2021, Mr. B***** advised Ms. ****** via text message that she needed to pick a date for the down payment of the auto insurance policy to be taken. Ms. ****** responded and requested to wait to make any payment until she knew when the date of her mortgage payment would be (see text correspondence attached). Between October 28, 2021 and November 4, 2021, Ms. ****** did not advise Mr. B***** to process a down payment for an auto insurance policy and Mr. B***** never represented to Ms. ****** that an auto insurance policy through Goosehead was in force. On November 4, 2021, after receiving notice that Ms. ****** had been in an accident, Mr. B***** explained to Ms. ****** that her auto policy through Goosehead was not active as she had not yet paid the policy premium. At this time, Ms. ****** advised Mr. B***** that she had already cancelled her prior auto insurance policy effective October 29, 2021. To prevent Ms. ****** from having a lapse in coverage, Mr. B***** attempted to backdate the effective date of Ms. ******' new auto policy. As a condition of backdating the policy effective date, Stillwater required that a Statement of No Loss form be signed by Ms. ******. By signing this form Ms. ****** acknowledged that no loss had occurred for which coverage under the policy would be sought by filing a claim. It was Mr. B*****'s incorrect understanding at the time that a claim could still be filed under the auto policy despite a Statement of No Loss form being signed because an adjuster would ultimately evaluate the claim and determine whether to deny it. Goosehead and Stillwater have investigated this matter internally and found no evidence of Mr. B***** committing insurance fraud. Goosehead has provided additional coaching and feedback to Mr. B***** to ensure this miscommunication does not occur going forward. We understand Ms. ******' frustrations, however as Mr. B***** did not represent to Ms. ****** that an auto insurance policy was in force prior to the date of loss and Ms. ****** knew Mr. B***** was pending payment to bind coverage, Goosehead is unable to provide coverage for Ms. ******' accident as requested in the complaint. Consumer Response /* (3000, 7, 2022/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response whatsoever. Josh B***** never said we were not insured until we make a payment, he only said to pick a day to have your payment drafted. He knew we were cancelling our prior insurance to start a new policy as of 10/29/21. we would never drive around uninsured and he omitted vital information as I would have made a payment immediately. Regarding the (No loss) document we signed, we asked Josh if we should sign that and he quoted in a text "that is regarding any at fault accidents - I have documentation on my end about the not at fault so you can sign that for them to complete the backdate". See attached text. Josh told us that form was regarding no fault and not "no loss" and told us to sign it. again he screwed up and that would never be an issue if he handled our policy in the right manner. Josh is incompetent and failed on many levels to take care of us and make sure we were insured properly. He could not even get my name right on the policy and used my maiden name, which I never gave him to use. I had to call another agent at Stillwater to finally get that changed on our policy and have new cards sent to us (see text). we should have our insurance fighting for us and this would have been taken care of a long time ago. Josh and Goose head need to do the right thing. all we are asking for is to have this taken care of by the person responsible and that is Josh B*****. All proof is there that he omitted information and he admitted to us on the phone that he would do the right thing and file a claim on his E&O insurance which is why agencies have that for screw ups like this. I trusted Josh B***** and Goosehead to take care of us and they have failed. Do the right thing is all we are asking. It is the agent's responsibility to make sure a client has all the information they need and Josh did not do that. Business Response /* (4000, 9, 2022/03/18) */ As stated in our previous response, Goosehead's records indicate Mr. B***** did not represent to Ms. ****** that he had bound a new auto insurance policy and that coverage was in effect. Further, Ms. ****** was not sent evidence of insurance or an application for an auto policy to indicate new coverage was in place - she was only sent these documents for her new home insurance policy. We understand Ms. ******' frustrations with Mr. B*****'s miscommunication regarding the Statement of No Loss form, however this occurred after the auto loss had already happened and had no effect on the fact that no coverage would be provided for Ms. ******' accident. As of today's date Ms. ****** has not provided documentation to indicate that Mr. B***** knew she was cancelling her prior auto policy on October 29, 2022, or that Mr. B***** provided confirmation that new auto coverage was in place prior to the auto loss. We request that Ms. ****** provide this information to Goosehead for further review; otherwise, Goosehead will consider this matter closed. Consumer Response /* (4200, 11, 2022/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) again Josh was aware we cancelled our prior policy on October October 16th. Josh actually took some time to get us the documents to sign for our new policy with stillwater. see email from my prior insurance with our cancelled policy and then texts from Josh on 10/15/21 asking for our agent's contact info so he can get a hold of him to cancel our policy. but there are phone records of me telling Josh I will call our agent and cancel and give him the courtesy as he was our agent for over 15 years. then on 10/28/21 Josh sent us documents to sign for our new home and car policies. Never once did he tell us we were not insured on the car portion of the policy and led us to believe we were covered. that was Josh's job to tell us if we were or were not insured as we had already cancelled our prior policy. he is the agent and was responsible for us and making sure we were taken care of. I don't think it was malicious on Josh's part but a major lack of communication that is not our fault. Communication is key in any business transaction and unfortunately Josh did not communicate important information and it caused severe problems. I have not seen proof from Goosehead or Josh that he told us we were not insured on the car portion because it does not exist and he allowed us to drive around uninsured. as a business owner he failed to communicate that vital information. I am the client and would expect any and all communication to be provided.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello I I'm writing needing help to resolve my second issue with goosehead insurance I called my agent asked him to cancel a policy he said he would he never did and I have been getting charged on auto for almost 1 year for his negligence this is the 2nd policy he has done this on I have a text messages saying he would cancel said policy and he never did

  

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/02/28) */ On or about March 4, 2021 Goosehead procured an auto insurance policy (the "Policy") per Mr. *****'s request. Goosehead received notice from Mr. ***** that he had wanted to cancel the Policy flat on April 1, 2021. A cancellation request was sent to Mr. ***** on April 1, 2021 but was never signed and eventually expired on May 1, 2021. On February 14, 2022 Mr. *****'s daughter called Goosehead because the Policy was still active and needed to be cancelled. Goosehead received a signed cancellation request, but in order to backdate the cancellation to March 8, 2021 per Mr. *****'s request, Goosehead **** need to submit a copy of the new policy to prevent any lapse in coverage, which has been requested but has not yet been received. As of today's date, Goosehead is still actively working with Mr. ***** to cancel the Policy.

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