BBB Business Review

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Consumer Complaints

BBB Accredited Business since 6/25/2014

Empower Insurance Group

(877) 437-5010

Customer Complaints Summary

92 complaints closed with BBB in last 3 years | 48 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 3
Billing/Collection Issues 17
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 71
Total Closed Complaints 92

Additional Complaint Information

BBB files indicate that this business has a pattern of complaints concerning concern service, billing, and repair issues. Specifically complaints allege denial of valid claims, and incorrectly assessing late fees. The business has responded to all complaints with detailed information and documentation.

The BBB contacted the business November 2012 requesting a meeting with the BBB to discuss the pattern of customer complaints.  The business met with the BBB December 2012 and shared the history of the business and their in-house process for handling BBB and other consumer complaints as they relate to policy holders or claimants.

The business states they have an in-house Department of Resolution which reviews all disputesand common areas of concern.  Disputes are handled through direct contact with the consumer. The business stated all disputes are handled in accordance with the Texas State Board of Insurance regulatory agency.  The business has requested if consumers have concerns, they can contact the Department of Resolution at https://www.empowerins.com/customers/resolution.html and a supervisor will contact the consumer directly.

Since meeting with the business in December 2012, the BBB has seen a decline in complaints filed against the business.



Industry Comparison | Chart

Insurance - Auto , Insurance Agency , Insurance Services

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.