ComplaintsforCONNECT, Powered by American Family Insurance

• Initial Complaint

  06/12/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  0n June 11, 2024 I contacted Connect by American Family Insurance to add another vehicle to my policy. I was quoted a reasonable price hence why I proceeded. Moments later, after I had agreed, I received and amended quote ( attached) saying that one of the discounts couldn't be applied to the policy. It wasn't my fault that I was quoted with the said discount hence why I accepted. But nevertheless, I tried to contact them again to see if I can apply for home insurance but they said my property can't be insured by them.I wanted to avail of the discount but no one from their team was able to settle my inquiry despite the fact that I was clueless of the discounts they originally applied to my policy and # 2 - when I learned about it, as an act of goodwill, I attempted to insure my home but was not successful due to their company restriction.I seek for my original quote to be honored as I wasn't at fault and it was just changed without them informing me.

  

  Business response

  06/13/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  06/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an accident when someone ran into my parked car. in 03/2024. Other person's insurance accepted the fault and paid for all expenses including price of my car. My this auto insurance has put me at fault online for 30$ for calling gin to use my roadside assistance service that we end up not even using. Now when I am calling to get quotes to renew my auto policy, premiums are going up because of their wrong actions. I called them at least 3 times. They have told me that they are looking into it. It has been several days and I have not have any updates from them.- First thing, they documented it wrong and put me at fault. I need an apology from them for it - I do not know that 30$ for the services that I never even used. I even offered them that I will 30$ out of my pocket and waive it off my history. They gave me a mute response. - Insurance company needs to fix it ASAP

  

  Business response

  06/06/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Had a policy with them for 2 years on autopay, didn't pay it much attention. I get a letter that my account is in collections so being completely confused, I call them - apparently my policy had been canceled for 6 months and they sent just 2 letters in the mail to notify me. No emails, no calls, no comprehensive notification policy despite the severity of the potential consequence - their steady customer driving around with no coverage. And I didn't even receive any of their other letters so I have no proof they sent them, just the third letter 4 months later that my account was in collections. I specifically went with them as they're a small business, but a big company would have done everything in their power to notify a customer to ensure they weren't in that dangerous situation. When speaking with them - I have been made aware that there is already a current committee in place reviewing the notifications policy and aiming to implement a new system (as in, already in place reviewing this before my call), which in my view is admission of culpability in this situation. For why would they do the bare minimum on something with such a grave potential consequence as to leaving their loyal customer in a potential lurch if an accident occurs? Why aren't they doing everything possible to let their customer know? Further, this has put me in the position of having to start all over as they won't reinstate my policy due to lapse. Lovely.

  

  Business response

  05/24/2024

  Hello, 

  Please see our attached response. 

  Thank you.

  Customer response

  05/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.

  The fact of the matter is that simply mailing two notices is insufficient in terms of notification, when what is at stake is otherwise that their client is left without auto insurance, yet unaware. I would not be "owing" anything if they had notified me to the best of their ability, as I was on autopay and would otherwise be covered and safe if they had taken their responsibility seriously to keep their customers informed to the best of their ability. 
  
  There is no justifiable reason why they shouldn't email and/or phone call when such a grave outcome is possible. Their notification system is potentially all that stands between their customers' safety and security, and otherwise life-or-death scenarios. They are already reviewing their notification processes internally, presumably for this exact reason, and reading others' complaints on BBB, I am not the only one that has been put in this same situation. What justification do they have for doing just the bare minimum to notify their customers of potential lapse in coverage?
  
  This company's customer service is deplorable! They haven't even acknowledged that their lack of thorough notification procedures put me in a very dangerous situation, which I find inexcusable considering what could have occurred, and now they want me to pay a bill that they initially told me was resolved, then now they're telling me it's not, and it's something I wouldn't even "owe" had their notification system been more robust. 
  
  Further, I have no notifications or record of any declined charge from November 2023 on my bank statement, nor any reason it would have been declined.
  
  I would like Connect by American Family to be held accountable in acknowledging that my feedback is not only important, but that their lack of customer service put me in a grave situation that could have ruined my life financially or otherwise, and that they are doing the same to how many others that are blissfully unaware of this company's laissez-faire approach to such an important life-or-death matter as having coverage while on the roads.
  
   
  Regards,
  
  *********************************

  

  Business response

  05/30/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  05/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do not think that given that I am not the only one who has had this issue with the company (see other complaints on BBB), and given that they still have not acknowledged the harm they could have put me through with their bare-minimum notification policy, that this company has done everything in their power to mitigate the danger they put me in with their borderline-negligent practices. 
  

  I feel that them waiving the remaining balance would mitigate the stress this has put me through. Plus they already told me once all was resolved on my account, then later corrected and said they found another charge. Something is seriously wrong with their internal records system and I am being put under a lot of stress because of it.

  
  Regards,
  
  *********************************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to move on my insurance claim. I had property damage accident 4/15/2024. First of all, Insurance company ignored some property damage. Second they still did not process their report and we have no progress with preparing. I and my contractor completed all the adjuster's requests despite great inconveniences for my family and still not progress.I called them several times still no progress. I lost my hope for fair damage re-paring no I am loosing hope for any re-paring at all Claim number: ************* Please help, ***************************

  

  Business response

  05/22/2024

  Hello, 

  Please see our attached response. 

  Thank you.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I don't agree with my insurance company's decision that I made an unsafe lane change nor 80% liable for the claim #. *************. On 5/4, I and this car stopped nose-to-tail in the same lane, trying to get into the right lane on ************* in **********, ** on a heavy rainy day. I turned on the right-turn signal and followed CA DMV instructions (signal->checking rear/side mirrors->check traffic and besides me and look over the shoulder and check blind spots) before changing to the right lane. The whole process took five seconds or less from I turned on right-turn signal. The car behind me drove recklessly fast and his driver's door stuck at my front passenger fender. Insurance company said I was mostly liable because he was in the full position in the right lane. He was stopped behind me. He didn't pay attention to the car in front of him that turning on right-turn signal for at least five seconds or less. He was the one conducted an unsafe lane change and drove recklessly fast without checking circumstances around him. He would have seem my signal but ignored it from his position and drove fast to cut into the right lane. Secondly, he was not in full position in the right lane at accident as well. He was 75 - 80% into the right lane when accident happened. Both of us have passengers in cars can provide witnesses on this. I don't think I was liable for the accident just because I took time to signal, check mirrors/traffic and over the shoulder and blind spots to make a lane change (no more than five seconds), that I couldn't get into the right lane as quick as possible to claim the "full position". I didn't make unsafe lane change. I made safe lane change but the car stopped behind me didn't. I question - going forward, should we drive as fast as we could while changing lanes to claim "full position" without exercising cautions so that we could avoid liabilities? Do we need to follow DMV Handbook or not to check around before lane changes?

  

  Business response

  05/21/2024

  Dear ****************,
  
  Please find the attached response to the above-referenced complaint. 
  
  Thank you,
  Consumer Affairs
  American Family Mutual Insurance Company, S.I.

  Customer response

  05/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  The response was a letter to notify ****** @BBB that my claim was related to an American Family Connect Property and Casualty Insurance Company (auto) policy that was out of their responsibilities. The claim would need to be submitted to the right department to process.

  Thank you!
  
  Regards,
  
  ********

  

  Business response

  05/29/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  05/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below and my reply on 5/28 to your *********************,
  

  In your letter that you stated that the vehicle (my vehicle) was not taken in for the inspection at the location set, which is untrue.
  
  On 5/7 8:19am, ****** texted me on the auto shop information (Caliber - ******** at *****************************************************************************************, phone #. ************).
  That week was extremely busy for me so I left the vehicle in the garage for the whole week. (mileages stay the same as 5/7 that I told ******)
  
  on 5/11, I clicked the link in the text and made an appointment with this Caliber shop for the 5/13 10:30am appointment for the inspection and estimate of repair. (see attached)
  My husband brought the vehicle to the designated auto shop location by 5/13 10:30am.
  He was told by the shop that Connect insurance didn't give them the release form, therefore they couldn't give him the estimate nor do the inspection but could take pictures of the damage and later to quote based on pictures, which he did.
  I called ****** on the same day 5/13 12:03, asking what's wrong with ******* auto shop and was told that the Caliber shop didn't get things right but should resolve soon.
  I want to point it out that we bought the vehicle to the auto shop based on your instruction.
  The second paragraph in your statement was not true. (I have texts and phone records to prove these)
  
  I just checked my email inbox and junk mailbox this morning as 5/29 and still didn't find any repair estimate/quote from Caliber auto shop or Connect auto insurance to let me know the repair cost.  I'm not sure if this is part of your procedure that the claim is closed that the part that is 80% liable can be forgotten because the claim is closed anyway.
  

  Second of all, I insist that it was clear the vehicle stopped right behind me caused the damage to him and to me.
  
  The car behind me has a better view of the circumstances that were in front of him, especially, when the vehicle driver in front of him already turned on the right-turn signal and proceeded with safety checks.
  
  The vehicle behind me instead of waiting for me completing the safety checks in a reasonable time, it decided to cut into the right lane first in a reckless speed that caused great damage to his own vehicle.
  
  If I didn't turn on the right-turn signal, it would have been my mistake.
  But in this case, I turned on the right-turn signal and the driver in the vehicle behind me saw it and confirmed it but yet, decided to cut in and go fast.
  
  There was no police report or dashcam but there were witnesses in both vehicles.
  After we stopped at an auto shop and were exchanging insurances, I heard the man in his vehicle say "oh man, it's your fault.."
  Did you check with him?
  I have my cousin *************************** from ************** in my passenger seat.
  Did you check with her?
  Did the driver and his passenger both of them claimed that I didn't turn on right-turn signal or the driver ignored right-turn signal?
  While his words against my words, with no police report or dashcam vedio clips, what makes that his words are more convincible than my words? Because he is a man or has better credit score?
  I'm not afraid going to court to face him to testify
  
  Even based on all facts nothing but the facts, the vehicle stopped behind obviously took a very unsafe action and neglected safety checks on his part from scene photographs.
  It was not "striking the right middle of that vehicle" but hit the front driver's door with an angle.
  My ***** XC60 was ***** lbs and from scene photographs, his speed was way greater than mine and he cut in front my back.
  
  If you were me, what is the right protocol to make a SAFE lane change?
  Step 1: Don't you turn on the right-turn signal to notify the car exactly behind you that you are about to change the lane?
  Step 2: Don't you make safety checks (check mirrors, look over your shoulder) to make sure all clears before turning the steering wheel slowly?
  Step 3: Now what? Cross your fingers wishing the car behind you saw your signal but he was kind enough to let you go first, or you would be 80% or 100% liable because you didn't call the police or have a dashcam to show you are innocent?
  Or Step 4, let all vehicles behind you making lane changes first because they don't have to pay attention to the turn signals from vehicles in front of themselves?
  
  If the vehicle in front of me trying to change lane and turned on the right-turn signal, I would let him to complete the lane change first.
  This has nothing to do with manner but per DMV handbook instructions that to stay safe on roads, local streets and highways.
  Whenever you see a vehicle in front of you signaling something, you need to be patient and proceed with caution but not cutting in to put yourself in a potentially dangerous position.
  
  Btw, I've already installed dashcams for both of my vehicles last week to protect my families. (husband, kid, dogs and cats)
  Considering that in old days that no dashcam was available, facts were presented by both parties and assessments were made in an honest and comprehensive way, while common sense was applied.
  In this claim, you assessment is lack of common sense and didn't act the best interest of your insured.
  
  Finally, I do not agree your conclusion that I was the cause of the accident, or agree with your conclusion.
  
  
  Regards,
  ********
  
  

  

  Business response

  05/29/2024

  Please see response attached

  Customer response

  06/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Per the email response I received from ******************* on 6/3/2024 7:54am (She said that that's the final response to BBB), I do not agree for the following reasons.

  1). The speed and the angle at the time of accident could be assessed based on both vehicle inspections by auto shop professionals, as well as the damage on both vehicles.  The other driver tried to cut into the right lane from my back with an unsafe speed. I didn't strike into the middle of that vehicle as the scene photographs serve as solid proof.
  

  2). The other party ignored the vehicle in front of him completely and tried to cut in the lane. He ignored my right-turn signal during the whole time. I turned on the right-turn signal for a few seconds while doing safety checks too.
  

  3). The adjuster said that my vehicle was not taken into the designated auto shop for estimate which was not true. Even on 5/29 when I pointed out that we did on 5/13 and she remains convinced that I was not telling the truth, until I said I want to check auto shop video footage. (Please see email attached hereby) She was and is biased that she believes every single statement the other party said but not her insured which is her customer.

  4). Per the common sense, the vehicle behind should pay attention to the vehicles in front under all circumstances.   In this case, I was right in front of him. Both of use were stopped.  The other driver neglected to my signal blinking. He said that he didn't see my signal blinking and his statement was met with no objection although he couldn't prove that he wasn't neglecting.

  5). The other driver said that he was in "full position" of right lane.  Again, his statement were met with no objection.  After writing back and forth and re-inspection of both vehicles, in *****'s most recent email that she changed her words to "as occupying part or most of the lane".  The adjuster keeps on changing her testimony while her purpose is to keep her original assessment that I was 80% liable for the accident, although facts are showing that the other driver should have more liability on this accident than I do.  That vehicle caused accident drove dangerously in a heavy rainy day and got away because every single statement he made was taken into account without questions.

  6). My statements on the accident were completed ignored (including the fact that I took the vehicle to the auto shop. I had to write back and forth to repeat that I did eventually I had to go to the auto shop to get surveillance video footage by myself to show I did and she admitted that I did).  I have every reason to believe that this adjuster was not acting in my best interests.

  Lastly, in their accident assessment, it seems reasonable to believe that they placed most of the blame on the driver who was hit and did not have a dashcam installed. The car been hit from back would be liable for 80% or more since the car from back hitting him could always use words "didn't see his right/left turn blinking" and "I was in full position". It's worth noting that this is an unusual situation compared to typical rear-end collisions, where the rear vehicle is generally held accountable.
  

  Thank you.
  
  Regards,
  
  ********

  

  Business response

  06/06/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  06/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do not agree with their decisions that -

  1). My vehicle didn't strike the middle of the other party's vehicle as the Connect Insurance stated; (scene photographs could prove this)

  2). The other vehicle made an unsafe lane change from my back with an unsafe speed; (scene photographs and auto shop repair estimates could prove this)

  3). The other vehicle behind me disregarded the car in front and abruptly changed lane, which was the primary cause of the accident. (refer to California's Driver's Handbook)
  
  Regards,
  
  ********

  

  Business response

  06/06/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Policy BX02020673 - Reinstatement of Auto Insurance Policy - Spoke to rep on 5/15/24,Due to family Emergency medical situations the past many months, we were not able to look into some the US mails.Yesterday, got an US mail stating that our Auto insurance got cancelled on 5/3/2024. We are ****** executive member and using ****** auto insurance for more than 15 years. I am ready to make the full payment right away with any penalty or interest.They are saying it can not be reinstated, then i asked for them to write a new policy and they are saying they don't write new CA customer policy. I want an executive to intervene and instate my auto insurance. I am terribly affected, need your support in resolving this.Appreciate your support this matter.Ramesh Madras *************

  

  Business response

  05/17/2024

  Hello, 

  Please see our attached response. 

  Thank you. 

  Customer response

  05/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

  I am ready to pay the late fee which they mentioned in the letter and another penalty or interest for the lapsed dates.  

  Please reinstate the policy and make the full year payment in advance if needed.  Appreciate your support
  
  Regards,
  
  Ramesh Madras

• Initial Complaint

  05/13/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I received my auto insurance renewal declaration. My auto insurance increased 22%. Last year and previous years my annual cost for auto insurances was approximately $1550 a year. Now it is $1990 a year. that is is a huge increase for a person who hasn't had a ticket in 20 years and never has been in an auto accident while driving. I asked the company to provide me with documents that support the increase other than the vague description they sent with my renewal declaration. The company said they do not have that information. I want to see the data they are using to justify the huge auto insurance premium increase. We are in ********** and times are difficult as is. Auto insurance is required by the state, so we are forced to pay these unjustified prices. They did give me an option to change my coverage, however, that is not what I want to do. I shouldn't have to change my coverage to be covered less. They should not be increasing the premium on customers who have not had any ********************** risk in over ******************************************************************************************** ********** at the moment.

  

  Business response

  05/15/2024

  Hello, 

  Please see our attached response. 

  Thank you.

  Customer response

  05/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that there is no resolution to me as nothing can be done.

  I spoke with a manager yesterday in regards to my complaint. The agent was helpful in explaining the causes for the rise in premiums. I'm not happy with the increase, however, there are no options to lower the premium without losing some coverage.

  I have to accept the rise in premiums and hope they will decrease in the future.

  Regards,
  
  *********************

  
  

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Accident : 4/9/24 Date of insurance appraiser hire: 5/7/24 I have attached a detailed letter describing a few of the issues with Connect when I filed a claim for an auto accident. This accident was 0% my fault and it completely totaled my fully paid off **** Pickup truck. From the beginning it was difficult just to communicate with the claims adjuster and I had to get the supervisor involved which didn't help at all. The ************** version is : They stole my vehicle from where it was safely stored and covered from the elements to another place over 60 miles from my home which was an outdoor, open facility. No one signed a release or authorized the taking of my vehicle. I was going to be keeping it as a salvage title due to the very low mileage and the high value of the vehicle prior to the accident. It had a pristine recently redone upholstery and interior that was undamaged by the accident. It was left outside in the rain and after a week, the interior was now ruined. I couldn't go get my vehicle because it was too far away and they wouldn't release it because they sent me a check through snail mail that I had not yet received. I no longer wanted to keep the vehicle because of what they had done to it and they refused to give me an amount close to its value. Then they began telling me that my vehicle was gone and they took it already because it was over the storage time. I wanted to keep my vehicle and couldn't due to them illegally taking my truck to a facility that was far away and unprotected. There is not reparation for what they have done. However, I don't believe I should be force to incur the costs of my appraiser because if they hadn't wrecked my truck, I wouldn't be fighting to get its full proper value. I paid my appraiser $1,000. After he began the process I found out that modified vehicles are a higher fee of $1,695. I wish to be reimbursed for the full cost of my appraiser.

  

  Business response

  05/13/2024

  Hello, 

  Please see our attached response. 

  Thank you.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear ***/*****,Last year, I purchased an insurance policy for my wife and myself from American Family Insurance. Recently, our daughter also obtained her driver's license.On March 1, 2024, I received a letter from the American Family stating that I needed to add my daughter to the policy within 14 days. Then I contacted the insurance company and explained that due to personal reasons, I needed to postpone adding her to the existing policy for at least two months. I confirmed that she would not be driving any of our cars until I decided to add her to the policy.However, despite my explanation, they continued to send emails and letters, insisting that Nevada law required her to be added to the policy. To my knowledge, there is no such law in ******. I did not give my consent to amend the policy or withdraw money from my account. Consequently, I decided to cancel the insurance effective April 1st, the next payment due date. I have already paid the premium for March, and I do not owe them any money.Despite this, they have generated additional bills and continue to send them, threatening to send them for collection if not paid. I reiterate that I owe them no money whatsoever. Therefore, I kindly request that you take the necessary steps to halt charging unauthorized money.Sincerely,*****************************************

  

  Business response

  04/24/2024

  American Family Insurance C0mpany
  6000 American Parkway
  *******************
  
  April 24, 2024
  
  Better Business Bureau of *********
  ********************************************************************************
  
  Re:
  File Number:              21617095
  Complainant name:                    ******************************************
  
  Dear BBB of *********,
  
  The above-mentioned complaint is related to an American Family Connect Property and Casualty Insurance Company (CONNECT) policy. CONNECT operates as a separate entity, and is responsible for all policy servicing,claim processing, and premium billing. Please forward this complaint to CONNECT.
  
  I am respectfully requesting that you remove this file from our companys assigned complaints to ensure that it will not be used in the calculation of our complaint ratio.
  
  If after reviewing this matter, you determine the complaint belongs to one of our underwriting companies, please return it to my attention for immediate handling.
  
  If you have any questions or concerns, please contact me directly at the number provided below.
  
  Sincerely,
  
  ***************************, Associate Consumer Affairs Specialist
  American Family Insurance Company   
  6000 American **************************
  E-mail: *************************

  Customer response

  04/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please submit this complaint to American Family Connect Property and Casualty Insurance Company (CONNECT) policy
  
  Regards,
  
  *****************************************

  

  Business response

  04/26/2024

  Hello, 

  Please see our attached response. 

  Thank you. 

  Customer response

  04/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As soon as I saw the first letter, I called the insurance company and informed them that, due to personal reasons, I would not be adding my daughter to the insurance at that moment. I explained that I needed a couple of months to include her on the insurance policy. I responsibly communicated,both verbally and in writing, that until then, my daughter would not be allowed to drive any of my cars. I assured them that I would notify them when I was ready to add her, reiterating that I needed at least two months. Additionally,I explicitly stated that I did not authorize any extra money to be deducted from my bank account. My response was very clear.

  Despite my objections from day one, they forcibly added my daughter to the insurance policy. I have made numerous phone calls and sent numerous emails back and forth, objecting to their decision, but they never listened. At one point, they said it was mandated by Nevada law which was a lie.

  If a policyholder refuses to comply, couldn't they simply cancel my insurance with advanced notice? Why didn't they do that? Why did they wait until I cancelled the insurance? Why did they change the policy by force? They continued to harass and intimidate me through mails and emails.

  This is an attempt to steal money from customers, and it should not be tolerated.These individuals should be sanctioned because they can do this to anybody. I kindly request that the BBB educate people about these fraudulent practices and take necessary measures to protect customers to the fullest extent.

  
  This entire situation has caused me significant emotional distress. I will not give up, and I will take necessary legal action to cover any damages, including pain and suffering.
  
  Regards,
  *****************************************

  

  Business response

  04/30/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  04/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please see the attachment.
  
  Regards,
  
  *****************************************

  

  Business response

  05/09/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  05/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I don't care what your position is or whether it has changed or not. You act unilaterally and claim that you do the right thing, but that's absolutely not true. You are trying to defraud customers.
  You have already caused unnecessary stress for me and have acted illegally. I will continue reporting to the proper authorities and taking necessary action to recover the financial loss. Additionally, I don't want this to happen to any other customer
  
  Regards,
  
  *****************************************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  *April 12th, 2024. *Dear Connect:I am unable to accurately, logically, conscionably and morally comprehend your continued disastrous and vague billing commentary.Per my exhausting, attempted relentlessness, wasted effort in discussing this nightmare financial assumption with *****, there are overwhelming inconsistencies that are unlawfully neglected.You expect funds. You escalate cost without a humane word of the intention. ***** claimed she could offer her comment over the phone to me, with the surprising and alarming unknown calculation of $60.16 divided by 3 = the ~$20.05 increase payment responsibility. Hypocritically and irrationally, ***** commented that she does not have the authority to make any changes; although (when I inquired the creator/editor of this meaningless and vague statement) she suddenly offered the insight that someone in the back office is in charge but the county has to approve of changes?? Why is your entity such high maintenance? I cannot focus on any recovery regimen with this preposterous and time consuming drama. Please do diligence, be proactive, polish presentation and rectify this at once. I will not be held accountable financially to a poorly presented context. *AI04044616

  

  Business response

  04/16/2024

  Hello, 

  Please see our attached response. 

  Thank you.

  Customer response

  04/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acknowledged by me. 
  
  Regards,
  
  **************
  

*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. ↩