BBB Accredited Business since
BBB Business Reviews may not be reproduced for sales or promotional purposes.
Request a Quote
A BBB Accredited Business since
BBB has determined that Clements Worldwide meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Clements Worldwide include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 5 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||5|
These agencies may include:
The District of Columbia-DC
810 First Street, N.E., Suite 701, Washington DC 20002
Phone Number: 202-727-8000
Fax Number: 202-535-1196
The license number is 0150519.
Type of Entity
Business ManagementMr. J Christopher Beck , President Mr. Jon B Clements, CEO & Chairman Ms. Lisa Mitchel, Assistant Vice President of Operations Ms. Kathryn Sprouls, Vice President
Insurance - Health
Alternate Business NamesClements Clements and Company Clements Europe, Ltd Clements International
Company maintains a London location at 35 New Broad Street, London UK, EC2M 1NH.
1 Thomas Cir NW Fl 8
Washington, DC 20005 (800) 872-0067 (202) 872-0060 Directions
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known significant government actions involving business' marketplace conduct.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Additional Phone Numbers
- (800) 872-0067(Phone)
- (202) 466-9064 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating Overview
BBB Customer Reviews Star Rating represents the customers opinions of the business. The Customer Review Star Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score. Below is the Customer Review Star Rating scale.
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB Customer Review Star Ratings are not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Star Rating in addition to all other available information about the business.
|6/30/2014||Problems with Product/Service|
Problems with Product/Service
Read Complaint Details
Complaint: I would appreciate a fax number for BBB in order to share with you the correspondence regarding the account I have with Clements for car insurance. Despite repeated notifications, requests for hardcopy correspondence, and a check in the amount of the policy, Clements has failed to renew or issue the insurance policy. I would prefer to be contacted by letter mail and not by email. Please do not publish my personal information on the website. No personally identifiable information such as name, email address, mailing address, or other information is uathorized for publication.
Desired Settlement: Have Clements issue the comprehensive/collision and local liability insurance policies immediately
On Sunday, Oct. 6, we received correspondence from the BBB in Washington, DC regarding a complaint filed by an overseas-based customer, **. *****-********. At the time, **. *****-******** had been an international customer in good standing since 1993, and had most recently been covered under our international WorldAuto® Physical Damage and WorldAuto Primary Liability policies. She even indicated to us in writing last June 2 that our company was “so helpful” when she benefited from our services following an incident fifteen years ago with her vehicle.
In this instance, **. *****-********’s international Primary Liability coverage was due to expire on Aug. 16. As per common practice, our company provides two separate advance notifications of renewal, which were duly sent to **. *****-********. **. *****-******** herself acknowledged in writing having received our renewal notice on Aug. 2. These advance notices gave **. *****-******** time –at least two weeks based on her own feedback– to communicate to us, either by phone, mail or email, whether she intended to renew it or not.
Typically, when customers choose not to renew a policy, they simply let it expire. **. *****-******** had already cancelled in July the other policy she had with us on another car. For the remaining Primary Liability policy –and in spite of our notices and the ample time she enjoyed to provide her needed response regarding renewal by Aug. 16– the expiration date passed without **. *****-********’s renewal request. Therefore, her Primary Liability policy expired.
International underwriting regulations (unlike country-specific standards) for Primary Liability coverage allow customers to reinstate a lapsed policy within 30 days, provided that a Statement of No-Loss (affirming no claims are outstanding) is provided by the customer. On that note, Clements is well-known for ensuring our customers have no gaps in coverage since we specialize in international insurance since 1947.
That’s why, when we finally received **. *****-********’s renewal request 11 days after her policy had lapsed, on Aug. 27, we immediately acted to try and reinstate her coverage. After an international Primary Liability policy lapses, underwriters request the necessary Statement of No-Loss, which we in turn request multiple times to **. *****-********. On that same letter dated Aug. 27, she had also attached a check intended to cover the premium for a renewal, which we kept on file, along a refund due her from her other cancelled policy, until such time when her Statement of No-Loss was received so that underwriters could actually renew her policy. Specifically, given the urgency as the 30-day underwriter deadline on Sept. 17 was fast approaching –and because she had previously responded to emails and she indicated we could “dual route” our communications both by email and by international post– we communicated the underwriter’s request to her on three separate occasions. The first communication was sent immediately on Aug. 27; the second on Sept. 3. And, in our attempt to continue her coverage even though the 30-day grace period had passed, we even e-mailed her on Sept. 18 to try and help **. *****-******** renew her policy.
In spite of all that, and because she had been a long-time customer who had indicated her intention to renew even though the paperwork was not complete, we renewed **. *****-******** policy and mailed the insurance documents to her, demonstrating Clements’ continued customer service efforts and goodwill to continue her coverage. It wasn’t until last Friday, October 4, when we actually received her No-Claims notice by international post from **. *****-********, almost three weeks after the extension time allowed by international underwriters to guarantee renewal. Regardless of this complication, largely brought about because of the delay in receiving responses and required paperwork as **. *****-******** opts to communicate by regular international mail, we came through on our end to ensure her coverage. That coverage notwithstanding, **. *****-******** suddenly decided to change insurance providers. Upon receiving news of her decision, our team subsequently refunded the check she had mailed us and the full refund due from her previously cancelled policy immediately after she informed us of her choice last Tuesday, October 8. We regret losing **. *****-******** as a customer after 20 years, but we stand by the extensive efforts made throughout this time, and specially over the last three months, to serve her needs.
We remain available for any further request for information. Thank you.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
|5/4/2012||Problems with Product/Service|