ComplaintsforNsure.com

• Initial Complaint

  05/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was inquiring about a homeowners insurance policy with insure they stated they had ***************** as the insurance company first I sent a check for $926.34 and they return the check so they dont they dont accept checks I sent a bill pay From my bank $926.34 on March 29 posted on my account April 2. Ive been trying since then to get a refund on my funds as the policy didnt go through for the simple reason that Florida Peninsula does not provide insurance covers on wheels that have trusts on them will , I have tried to dispute this with the bank, but they do not accept accept bill pay dispute. They will only dispute checks. Ive been trying for a month periodically they say they will check it and have an agent call me. Nobody has called me and I still didnt get my refund. Its over a month now $926 is no chicken fee and I think I should be reimbursed for not having any kind of coverage insurance coverage please can you help me with this situation , thank you and have a great day

  Business response

  05/07/2024

  Hello,  
  
  We have attempted to contact you via phone and left you several voicemails. In order to look into this for you, the carrier is requesting the following information. Please provide us with the Check number, the amount on the check, date mailed, date cashed, address the check was mailed to and if the check was cashed, we will need you to provide a copy of front & back of the cashed check. Please give us a call *************)  and request to speak with ******* or ****** or email us ************************************ so we can further assist in this matter. Additionally, you can provide us with all of the requested information via email.  
  
  Thank you! 
  Your Nsire.com Team 

• Initial Complaint

  04/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Always placed on hold forever. no one ever calls back.Agents do not carefully read submissions resulting in asking repeatedly for already submitted info.Making daily demands for items under threat of cancellation of policy.Staff does not answer phone always placed on hold forever VERY POOR CUSTOMER SERVICE.

  Business response

  04/24/2024

  Hello ******! 
  
  We are very sorry that you are experiencing frustrations with Nsure. We have reviewed your file and have found that from 3/24/2024 to 4/24/2024, we have had over 35 conversations via phone call with you. We are not sure why you are stating that we do not answer the phone. We apologize for any long hold times you may have experienced. We do apologize for asking for a document you had already provided us with as this was simply an agent oversight. However, we only found one instance of this happening with your account. 
  
  In regard to the documents we are requesting from you. We apologize if these come off as threats. Please understand that after a policy has started with Citizens Property Insurance, the carrier only allows 5 days to collect all documents before coverage is withdrawn. This is not our agencies decision rather the carrier's guidelines. We make every attempt to collect the documents from the client before the cancellation occurs.  
  
  Thank you! 
  Your Nsure.com Team 

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company is harassing me. They keep texting and calling me. They say to text NO THX if I dont want to be contacted. And I do that but they keep texting anyway.They also call me with robo calls several times a day. But there is nobody to talk to me. They leave me on hold and then offer to call back and never call back.

  Business response

  04/26/2024

  Hello, 
  
  This clients file has been deactivated per their request. No further contact will be made to the client. Nothing further is needed. 
  
  Thank you! 

  Customer response

  04/29/2024

   
  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

  01/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  They got my start date wrong (1/27/24), so they had to revise my policy to the correct start date (1/8/24). As a result, I currently have 2 active policies. My bank paid for the incorrect policy, as that is what they were billed for. I tried working with Nsure to get the incorrect policy fixed. I even had my **** of America representative conference call the Nsure post sales representative (******************). He said that I would receive an email within an hour of our conversation on 1/29/24 to sign for the cancellation of my 1/27/24 policy. Then, they would be able to transfer the funds my bank already paid to the correct policy starting on 1/8/24. I never received that email. Instead of getting that email. They called me this morning asking me to pay for the whole amount on the 1/8/24 policy. So, I contacted ****************** this morning (1/31/24) and asked him why I never received my cancellation email on 1/29/24 as promised. He said he they must be "backed up", but he was unable to transfer me to the department who is in charge of this crucial email. I'm worried I'm being scammed as they are unreliable and inefficient.

  Customer response

  02/02/2024

  I finally got through with one of Nsure's agents. He sent me the form to sign to cancel my 1/27/2024 policy on 1/31/2024. I signed it promptly, and my bank and I are currently waiting for them to transfer the funds to my 1/8/2024 policy and send my bank the difference to pay out of ESCROW. I will update you on the situation. Thank you.

  Customer response

  02/05/2024

  As noted in my previously added notes, I signed my cancellation of my policy from 1/27/24 back on 1/31/24. As noted on the "signed cancellation" document attached, the funds are supposed to transfer to my 1/8/24 policy and everything will be set. My bank would receive the difference to pay ($116) and everything will be set. 

  I received a document revision from Nsure this morning asking me to initial and approve the date change to my 1/27/24 policy and amend it to 1/5/24 (please refer to "date revision" document attached). This was never on the table as an option, as **** of America assured me that I would not be penalized for a lapse in the home insurance policy. I have had 2 **** of America representatives call with me on a conference call to Nsure to work with the post sales representatives there. We have worked with 2 different Nsure representatives in this department. In none of our conversations was this 1/5/24 date change ever bought up. In none of these conversations were we told that I would have to pay any other premium if my 1/27/24 policy was cancelled.

  I called Nsure this morning (2/5/24). The representative told me that if I do not approve the date change, I will be charged a premium by Citizens (please refer to "explanation" document attached). I have no idea what is going on. I am being blind sighted, and it seems they are making things up as they go along. It was their fault to begin with that I have 2 active policies. The Nsure employee admitted as much when I called the second time with my bank representative. 

  BBB please help me, because I am at a loss. Does everything seem above board or am I being conned? Thank you for your help in advance.

  Business response

  03/04/2024

  We have reviewed your file, and we apologize for the confusion the situation has caused you! 
  The prior policy declarations page you provided us, showed an expiration date of 01/05/2024 which is why the policy was originally rewritten.  
  
  After the policy was escalated to a manager, we contacted Citizens and asked if we would be able to reinstate the original policy and avoid transferring funds as this would be a much faster solution. At this point the original policy has been reinstated and the rewritten policy has been cancelled per your request. As of now, the original policy is active with a correct effective date and nothing further is needed! 
  
  Please reach out via phone *************) or by email ************************************ if you need further assistance! 
  
  Best,  
  Your Nsure Team! 

  Customer response

  03/04/2024

   
  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

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September, I contacted the company for a quote that I ended up accepting and sending all the documentation they requested and signed the "binding contract". The agent told me everything was set and asked me for my lender's info and account number to send them the policy. My new ********************** was supposed to be in effect on Sep 23 when the old one was over. On October 2nd, I received a letter from my lender saying that I did not have insurance, so I called Nsure but after many transfers to different people, they told me that the policy was withdrawn because something was not received. I asked to check all the emails I had sent and the person found everything I was requested to send. Even If something was missing, they never told me because the agent said that everything was set and ready. I forwarded all the emails again including the document they sent me to sign to bind the policy as they call it. They say that Citizens had already canceled and there was nothing to do about it. I called Citizens but they told me that it was the Nsure who canceled. Nsure sent me a new policy that was higher than the one I signed for but my lender told me that I was going to be charged for the lapse. This was not my fault and they don't want to be accountable for their employee's mistake. Someone canceled without checking that everything requested was sent and that I had already signed the contract. They did not even send me an email before canceling to let me know and know I have to pay for a lapse and a higher quote.

  Business response

  10/25/2023

  Hello, 
  
  We have reviewed your complaint and we understand your frustration. According to our records, on 09/14/2023, we initially requested the missing required documents for your insurance policy. One document we requested in particular was "Proof Of Prior Losses Repairs". This was pertaining to a claim (Loss) that occurred on 03/25/2023 that paid out $8,408.00. The Invoice you provided us showing proof that the damages were repaired, showed that only $225 was paid to fix the damages. Furthermore, the pictures you provided us as proof of repairs, shows cracks in the wall where the damage occurred indicating the damages were not completely repaired. On 09/21/2023, we sent an email again requesting the correct documents as the ones provided were insufficient. We also mentioned that if the document could not be provided, then Citizens may also accept a detailed explanation of what occurred during the loss as well as photos showing the repairs to which we received no response. Citizens property insurance only allows five business days from the start date of the policy to receive documents before we have to withdraw the application. The start date of your policy was 09/23/2023, therefore the last day for you to provide the documents was 09/29/2023. On 09/29/2023, we attempted to call you as a last effort to collect the required documents. We left a voicemail detailing what was needed and also explained that if the documents were not received by 3pm, we would be forced to withdraw the policy to which we did not receive a response thus why the policy was withdrawn. We would also like to note that you were immediately provided with new quotes following the withdrawal of your policy. 
  
  Thank you,  
  Nsure.com  

  Customer response

  10/25/2023

   
  Complaint: 20689037
  
  I am rejecting this response because: Tte response is false. They say that they did not receive the documents requested on the 21 of septembers. But as shown in the pictures of the email, I did send them and they sent me the policy to sign informing that it was then bound. I am attaching the signed policy and other evidence, They were completly irresponsable and because of them I have to pay for a lapse in coverage.
  
  Sincerely,
  
  ***********************

  Customer response

  10/25/2023

  I forgot to add, that Nsure say they call me on the ******************************************************************************************************************* the morning to see if they recieved the requested documents, to which I was told that everything was set. there is no call from them. They also say they offered me new quotes which  was true, but those quotes where higher and did not solve that because of their mistake I had to pay for a lapse plus the higher primum they offered. As you can see in the picture , they sent an email requestng the paper at 2:55am and by 9:46 am they sent the policy to sign and I received the email saying
  Congratulations!
  Your purchase has been finalized!
  Hey ***********************, congratulations on your new policy! ??
  
  The homeowner's insurance for your property at ******************************************************************;is bound. You approved your final quote on 9/12/2023 9:48 PM EST, and your approval method was Online.
  
  Your purchase is finalized and your lender will be invoiced for payment as you requested. Your new policy details are:
  12-month Premium Total: $974.00
  Policy Effective/Start Date: 9/23/2023 8:00 AM
  Insurance Carrier: Citizens Property
  Policy Number: 11098322

  Business response

  12/10/2023

  Hello, 
  
  We have reviewed your complaint and we understand your frustration. According to our records, on 09/14/2023, we initially requested the missing required documents for your insurance policy. One document we requested in particular was "Proof Of Prior Losses Repairs". This was pertaining to a claim (Loss) that occurred on 03/25/2023 that paid out $8,408.00. The Invoice you provided us showing proof that the damages were repaired, showed that only $225 was paid to fix the damages. Furthermore, the pictures you provided us as proof of repairs, shows cracks in the wall where the damage occurred indicating the damages were not completely repaired. On 09/21/2023, we sent an email again requesting the correct documents as the ones provided were insufficient. We also mentioned that if the document could not be provided, then Citizens may also accept a detailed explanation of what occurred during the loss as well as photos showing the repairs to which we received no response. Citizens property insurance only allows five business days from the start date of the policy to receive documents before we have to withdraw the application. The start date of your policy was 09/23/2023, therefore the last day for you to provide the documents was 09/29/2023. On 09/29/2023, we attempted to call you as a last effort to collect the required documents. We left a voicemail detailing what was needed and also explained that if the documents were not received by 3pm, we would be forced to withdraw the policy to which we did not receive a response thus why the policy was withdrawn. We would also like to note that you were immediately provided with new quotes following the withdrawal of your policy. 
  
  Thank you,  
  Nsure.com  

  Customer response

  12/11/2023

   
  Complaint: 20689037
  
  I am rejecting this response because: I sent proof you lied about calling me and that I did submitted the invoice and pictures of the repair
  
  Sincerely,
  
  ***********************

  Business response

  12/13/2023

  Hello, 
  
  We are very sorry for the hassle this situation has caused you. As stated in our original response, your policy was withdrawn on 09/29/2023, 5 business days after the start date of the policy (09/23/202) as required by Citizens. On 09/14/2023, we sent an email requesting required documents that are needed to keep the policy active. This email detailed that we needed "Proof Of Prior Losses Repairs" and we also needed for you to sign your application. You responded via email on 09/14/2023 however, the Proof Of Prior Losses Repairs were invalid as stated in our original response. The photos you sent us showing the repairs, still showed damages indicating it was not completely fixed. On 09/21/2023, we did send you an email stating your policy was bound. This email did not say or imply in any way that the document you submitted was valid. Your policy can be "bound" but still have outstanding required documents. Furthermore, we sent you follow-up emails indicating we still had not received the valid Proof Of Prior Losses Repairs on the same day (09/21/2023) as well as a phone call on 09/29/2023 as a last chance effort to collect the required documents before the policy was withdraw.  
  
  In your new response, you state that we said we called you on 09/21/2023. However, this is not true as we stated we emailed you on 09/21/2023. Furthermore, the only topic discussed in the phone call on 09/21/2023 was regarding the application we requested you to sign. You placed a call to us and stated that you were supposed to receive an email requesting you to sign but you hadn't received that email. The agent on the phone then resends the email and waits to make sure you received it. Once you received it, our agent stated we will "keep an eye out for it" as we were then just waiting for you to sign the document. That call ended and at no point did our agent state "everything is set" as you stated in your new response. 
  
  The new quotes we sent you were higher in premium due to a lapse in coverage. As a result of not receiving the correct documents and the policy being withdrawn, there was a lapse in coverage resulting in a higher premium. We did not view these quotes as an attempt to "solve" anything, rather an additional attempt to provide you coverage as your policy was withdrawn and your home was without coverage. 
  
  Thank you, 
  Nsure.com  

  Customer response

  12/16/2023

   
  Complaint: 20689037
  
  I am rejecting this response because: As  I also keep saying I sent everything that was requered and answered all the i=emails with the information, The bottom line is that you company was negligent and made me have to pay my lender for a lapse in coverage due to one of your agents saying that everything was received and accepted, I sent you the proof of my phone bill that you did not call me after the agent said that everything was fine and that g=he was sending that day the information to my lender. I also sent you the proof of the emaul all the emails received and sent.  I already have insurance that is actually cheaper than what you offered. I just want the people to know taht you did not manage the situation properly and that your company should not be trusted. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I filled out a quote and we were going to go with this company when we bought our home last year. The lender could never get ahold of them, I couldn't ever get a hold of anyone so I never finished the final paper work for the policy and we went with someone else. I got a text message in October that the policy was going to be canceled, I emailed them saying there should never have been a policy. A renewal was sent to our mortgage company that was not approved, I have emails showing that I needed to approve it, and was paid by the mortgage company. I am now getting the run around trying to get our money back for something that never should have been and was never approved. I'm pretty sure this is some kind of fraud and I'm thinking this company is a scam.

  Business response

  09/07/2023

  Hello *********! 
  
  As discussed we have found that the quote was accepted online on 07/14/2022 at 11:05pm. We understand that this might have been a mistake. As mentioned on our call, we have backdated your cancellation per your request. The cancellation is effective 08/15/2022. Guard has issued a refund to the address on file and you should receive that within 3-5 business day! Please feel free call us at ************** if you have any further questions! 
  
  Thank you! 
  Nsure.com  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 19th 2022 we purchased a home at ******************* We purchased a liability and windstorm policy through Nsure. Payment was made in full by the closing agent. As you can see the attached checks reflect that Nsure cashed them. Citizens cancelled the policy due to non payment. Nsure still has not paid Citizens. Now we have to get a new policy pay for it and Nsure has had our money the entire time.

  Business response

  08/18/2023

  Hello!  
  
  An agent spoke to the client on 8/17/2023 and the refund check was mailed to the client on 8/17/2023 to **************************************************** in the amount of $3,463. We have also spoken with the client and the policy was rewritten.   
  
  Thank you, 
  Nsure.com 

• Initial Complaint

  08/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I requested a quote from these predatory scammers. After a terrible bait and switch experience as others have complained about, I now cannot get them to stop contacting me or SPAMMING me. They do not respect or honor unsubscribe requests or requests to remove your information and stop contacting you. As you can see ALL OVER THE INTERNET, and as is evidenced from their BBB rating and the 100s of complaints and filings against them, there isn't anyone who has a favorable experience with these corrupt people. I've never seen such a narcissistic, hateful, lying and negative group of people who refuse to treat people with dignity and respect . These people are entitled. I will be filing complaints with the Attorney General of *******, ***** of Insurance, the *** and the *** against these unAmerican predatory and corrupt fraudsters. They should not be allowed to conduct business in this country..

  Business response

  08/18/2023

  Hello! 
  
  We called on 7/15/2023 to discuss the quotes and explain that the reason your premium was higher than the initial quote was because we must receive a valid wind mitigation so we can apply wind mitigation credits to your policy. A valid Wind Mitigation has one of the biggest effects on the outcome of a premium. Unfortunately, you wouldn't allow our agent to explain that to you. Per your request we have removed you from our system and placed you on a no contact list. 
  
  If you would like to discuss the wind mitigation, please give us a call. We would love to show you exactly how it effects the premium for your policy. 
  
  Thank you! 

• Initial Complaint

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We used Nsure agency to purchase home owners insurance for *************************************************************** (Policy with Citizens # ********). We sold the property on 4/27. We have been trying to get a refund of the unused portion of our policy since settlement date and have not been successful. We have spent hours on the phone trying to resolve this issue and it just goes in circles.

  Business response

  07/21/2023

  Upon reviewing the situation, we found that the cancellation request we submitted to the carrier was never processed because we did not provide them with a new mailing address for the refund check. We have reached out to the Citizens Underwriter and provided them with the correct mailing address and processed the cancellation. We must allow the underwriter's up to 7 business to days to process the cancellation and to issue the refund check. This refund check will be sent directly to the client via mail to the address they provided. Please allow for up to 15 mailing business days for this check to be delivered.  Thank you!

  
  

  Customer response

  07/23/2023

   
  Complaint: 20228880
  
  I am rejecting this response because:

  The words sound promising, but we have heard them before without any resolution.

  We had confirmed the mailing address for the refund back in April when we first contacted them to cancel the policy. 
  

  On July 19th we were contacted once more to electronically sign a for the cancellation of the policy.  

  This is at least the third round of requests and electronic forms.  I have no faith that this round will result in a successful resolution than the previous.

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

  Business response

  08/03/2023

  Hello! 
  
  As stated in our last response, we had to allow Citizens Property Insurance billing department up to 7 business days to process and send out the refund check. We have confirmation that the refund check was mailed out on 7/31/2023. The check number is 836512 and the check amount is $1,003.00. This check was mailed to ************************************************************-9750. Please allow 15 to 30 business days for the check to arrive to this address.  
  
  Thank you! 

  Customer response

  08/12/2023

   
  Better Business Bureau:
  

  I have received the refund for the unused portion of our insurance policy.   I thank you for your assistance in this matter.  I dont believe it would have been resolved without your involvement.  We had several rounds of promises from the Nsure broker that the cancellation of the policy had been completed, but with no progress.

  
  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

  06/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have had a home insurance policy with Citizens with via NSure. My policy renewed in March, I paid in full.I have since had a new roof installed.I have been attempting to get a new policy reflecting the improvements to my home. They keep sending me incorrect/invalid quotes and requests for info they already have and forms directing me to dead links.The will not return my call, if I call them they put me on indefinite holds, and text and email the same invalid info.I am assuming that since they got my policy paid in full in March they have zero interest in assisting me with a lower cost policy.I just need an answer and a little assistance.

  Business response

  06/20/2023

  We have reviewed the situation and we spoke with the client via phone call on 05/05/2023, 05/24/2023, 05/24/2023 and 05/30/2023 all of which, were attempts to find this client a new quote as requested. We received 6 emails from the client on 05/19/2023 with the exact same text in them as well as 6 additional emails stating the same thing on 05/23/2023. We responded to these emails until 05/24/2023. In regards to sending quotes that have incorrect info, we have no record of this client informing us that we sent quotes with incorrect info. We called the client on 05/30/2023 to confirm with her that she is okay with moving forward with the new quote. The client did not answer so we left a voicemail asking to call us back. On 06/02/2023 we called the client again to confirm the new quote in which she stated she is still waiting on her 4-point inspection. The policy was bound effective 06/08/3023 and is active at this time. 

*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. ↩