Complaints

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:02/02/2023

  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.

  My policy was effective April 23, 2022. This is both for home insurance and auto insurance. I paid $301.25 upfront and on monthly payments of $153.46.
  In September i had a very rude inspector come to my home, do whatever he needed to do. In January 2023 i get an email demanding i make changes to my home by "February 30th" this date doesnt exist. I emailed the person back explaining what they want done cannot be done in the winter and wanted clarification on other details on why it needed to be done. No response to 2 emails. The following day i get an email saying i requested "changes" with an invoice saying Feb and March Inova is withdrawaling $190.03 and $190.02
  There is no explanation on why this is increasing 3/4ths into my policy.
  I messaged twice through my account. No call or email back.
  I booked an "appointment" for 3 pm February 1st to have someone call me, its 3:45 and nobody called.
  I dont know if this new amount includes my vehicle insurance, or how they can justify and increase during my agreement for home insurance.
  I called today and spent 45 min on hold and nobody answered.

  Business Response

  Date: 09/02/2023

  Brokerage has been in contact with insured to discuss rates, as well as review concerns regarding inspector with insurance carrier. 

  Customer Answer

  Date: 10/02/2023

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:03/01/2023

  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.

  Inova Insurance Broker INC. is the broker we use for all of our insurance purposes, I have my vehicles insured with Pembridge. I had a 2014 ****** ******** Sportster stolen in June 2022 after reporting the stolen bike to the RCMP I called my insurance company to notify them. After 5 hours of being on hold, I was able to talk to someone and was issued a file number and given a phone number attached to a person who would be assigned to my file. After many attempts through phone and email, we could not contact her. Again, after 4 hours of waiting on the phone, we got a "proper" file number as the original number was incorrect. Again, we were not able to contact our new agent or have any resolution. I have supporting documents (emails and phone records) for these statements. We were then contacted by an original Inova Broker and promised that we would be contacted before the end of the week by someone from Pembridge but this claim never came to fruition. The Edmonton Police recovered the motorcycle, the bike has been damaged and I have incurred the cost to have the bike towed to my home and impound fees. I would like these costs covered as I pay monthly to have my motorbike insured against these costs.

  Business Response

  Date: 13/01/2023

  Brokerage escalated concern to claims department. Received confirmation from claims manager that the adjustor has reached back out to discuss the claim with the insured by email, as well as left a voicemail on January 10th 2023.

  Customer Answer

  Date: 16/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, I responded within the same business day to the email from **** ****, Claim Advisor with Allstate Insurance Company of Canada.  I have not received any follow up emails or phone calls.  I provided all the information plus additional pictures and receipts that were requested. 

  I am not satisfied with the businesses response as it does not resolve anything and does not move my case forward. 

   

   

  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:19/12/2022

  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.

  I called Innova to add additional driver to my policy. They collected all my information and the agent never called back. I again gave a call to check where we stand and said will call me back and havent done so. I am not able to add the additional driver even though i gave all my personal information. I have even talked to another person on the chat to complaint but did not hear a proper solution. The person on the chat also said the staff will call but do not know when.

  Business Response

  Date: 19/12/2022

  Broker reached out Dec 16th 2022 and spoke to Insured. Insured to contact brokerage office with decision on next steps, broker advised will follow up if not heard in one month. 

• Initial Complaint

  Date:18/11/2022

  Type:Product 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.

  I paid Inova Insurance Broker $1203 upfront as one year car insurance for my son ***** ** starting from Aug 7 or 8 or 9 ,2022. But two months later, I canceled the policy. I was expecting for a 5/6 of money back but I only got $104. That means I paid $1099 for2 months car insurance .
  
  I hope they give me a reasonable refund.

• Initial Complaint

  Date:21/10/2022

  Type:Billing 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 made an auto insurance with Inova Insurance on August 2022 and it was with a instalments plan.
  They were supposed to charge my scotiabank VISA credit card ending with 2018 in September 3rd 2022 but they didn't and they also cancelled my instalments plan and began to charge me for the complete yearly amount which I discovered on September 16th by calling them because they didn't sent me any kind of notice about that change, not on my email and not on my phone.
  
  When I called them on September 16th they told me by phone that I had to pay to instalments at once in order to go back to the instalments plan, so I did immediately, therefore my problem was supposed to be solved. 2 weeks after they called me charging for the full amount again. I don't have money to pay the full amount. I also already provide them with email from Scotiabank proving that they didn't tried to charge me for the first instalment on September 3rd. Inova Insurance now is only giving two options, pay the full amount or subject to a unknown cancellation fee.
  
  1 - The charge for the first payment never reached my VISA Credit Card ending with 2018 in September 2022
  2 - On September 16th I've discovered that my contract was removed from instalments plan due to the payment problem on the 1st instalment, therefore the Customer Support Analyst from Inova instructed me to pay two instalments at once in order to maintain the instalments plan.
  3 - In October 2022, after I thought that everything was sorted out, Inova called me again saying that I wasn't back to instalments even after I did what was requested.
  4 - I solved the problem with a Inova Representative. So if a Representative from Inova told me to pay two instalments on September 16th and I paid, the only thing that I expect is the problem to be solved and that's my right!
  
  I'd like for the to either put me back on instalment plan or cancel my insurance without and fee or penalty.

  Business Response

  Date: 07/11/2022

  File resolved to insureds satisfaction. Brokerage referred to carrier to reinstate policy and allow insured to cancel at own request with no fees charged. Approved by carrier and completed. 

• Initial Complaint

  Date:14/10/2022

  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.

  1- I am complaining against mistakes by Inova Inc and insurance broker
  
  1-September 29th I called to add additional driver on the Day my son got his G2
  2-I received a very poor service from the agent of the company
  3- the agent told me: "I will add your son at what ever premium” ???
  4- on Oct 4th i received an email from the same agent claiming that payment of 4199 did not go through
  5- 4119 the number scared me (the agent made a writing mistake and the number was 419.90) and i have explained to the agent several times that this number is not correct and all payment went through - I have submitted a copy of my credit card statement showing at three payments were made to the insurance company on that day
  6- i have explained to the agent Cleary that all payment are made directly to my credit card and i have no control over that
  7- the agent did not read my emails, she called me on Oct 13th ? threatening me that my policy will be cancelled because I didn't make the paymen!!!, I told her several times that I have no control over that, and this is not my mistake this is your mistake
  I asked the agent to answer a yes or no question :?do you understand that I have no control over the payment and I did not stop the payment ?” she refused to answer
  
  Such a poor service may result in cancelling my policy (as the agent threatened me and told me that) and destroying my reputation with insurance companies by having a canceled policy because of mistakes by the agent and insurance company
  
  this is very poor service and I am completely disappointed and frustrated
  
  I tried to call and they told me that a supervisor will call me and I didn't receive any calls

  Business Response

  Date: 31/10/2022

  Supervisor from our office spoke to insured October 14th 2022. Reviewed concerns on policy and took corrective action. Insured had 4 total policies with office 3 set up on monthly credit card - 4th policy was not. Office confirmed insured wishes all to have same payment method. Confirmed with insurance carrier no fees being charged and no negative impact to billing history. Supervisor is following up to collect payment details from insured to finalize request. 

  Customer Answer

  Date: 04/11/2022

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******