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:02/26/2025

  Type:Product 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 purchased an insurance policy and paid the full amount for the year. After 5 months the insurance company decided to increase the cost of the policy in the amount of 985$ which I refused to pay. They terminated the policy and I requested a refund for the remaining 43% of the amount as I had only had the and used 57% of the year term. They refused and sent me a tiny refund cheque for 57$ instead of the proper amount of 624$. The year policy cost 1472$. I have called, emailed, sent text at least 15 times only to get no answer. Front desk answers but no decision making person will reply. I havecalled two lawyers but they won't take my case as it is a small case.

  Business Response

  Date: 03/27/2025

  Hello,
  
  Thank you for reaching out and sharing your concerns. As we discussed over the phone, the updates to your policy were processed during the underwriting review period, which is a routine part of policy issuance. As a result, these changes were applied retroactively to align with the effective date of the policy.
  
  We understand this may be frustrating, and we appreciate the opportunity to review your account in detail. Following our review, we can confirm that the refund issued reflects the terms of your policy and the adjustments made during underwriting.
  
  If you have any additional questions or need further clarification, please feel free to contact us at ************ or email us at *********************************** Were here to help and happy to assist further.
  
  Best regards,
  Nsure Insurance Services

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair 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.

  Purchased a home insurance policy through NSure on April 11th 2024 from Slide Insurance. i sent wing mitigation report and 2 other inspections on home to NSure. i was told amount would be ******* for a yr. Iwas not aware until just 2 weeks ago when i received my escrow statement from my mortgage company that Slide insurance notified my Morgage in July, 3 months later, that they wanted ******* more. I was told NSure said i had a hip roof but it was a ***** roof which is why price increased. The wind mitigation report said it was a ***** roof. truely NSure's error . I would like the ******* back, due to the fact this was not my error. had i of known this i would have immediately shopped for different insurance.

  Business Response

  Date: 02/14/2025

  In response to this complaint raised by ****** ********, we would like to clarify the situation and provide context for the actions taken by the insurance provider.
  
  On June 3, 2024, an endorsement was processed by Slide Insurance, which updated the roof shape from "Hip" to "*****." This change led to an increase in the policy premium from $2,622.00 to $4,647.00. The endorsement was communicated to the client via an updated declaration page that was mailed to ****** ******** on the same day via **** mail.
  
  While the premium increase was a result of the roof shape adjustment based on the wind mitigation report, ****** ******** was made aware of the policy change when the updated endorsement was sent to her. She had the option to explore alternative insurance coverage had she known earlier.
  
  We understand the frustration this has caused, but we want to reiterate that the updated premium was communicated directly to the client, the change was communicated with the client on June 3, 2024.
  Please feel free to contact us via phone *************) or by email (************************************************************).
  
  Best,
  Nsure Insurance Services

  Customer Answer

  Date: 02/25/2025

  I am aware that Slide insurance said they informed me about the change. They may have sent me a letter but I never received it. I totally would have looked for something cheaper. Why would I pay it and not do anything until now. Just because they say they sent me a letter doesnt mean I got it. Not to mention my mortgage company paid slide the extra cost and I didnt even know. Now my escrow is well over what it should be. 

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22912790
  
  I am rejecting this response because:

  I am aware that Slide insurance said they informed me about the change. They may have sent me a letter but I never received it. I totally would have looked for something cheaper. Why would I pay it and not do anything until now. Just because they say they sent me a letter doesnt mean I got it. Not to mention my mortgage company paid slide the extra cost and I didnt even know. Now my escrow is well over what it should be.
  
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:01/27/2025

  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.

  I was looking for home insurance quote online. This company contacted me indicating that they could provide home insurance policy that is around $1000 cheaper than my current insurance. They scheduled me a 4 points report. After I did 4 points report, they told me my water heater was too old. I replaced my water heater based on the quote they provided because it was still a good deal. Then they told me that they made a mistake on the quote, the actual quote should be $400 more than original quote. I was ok with the new quote too. Two days later, they told me that the policy was declined by Cypress, because Cypress spotted 2 old pipes from the 4 point report pictures. I then replaced 2 pipes, then they told me that Cypress doesnt accept repairs. I got no benefit from spending $4000 and a month time. The information provided by this company is deceptive. It is for sure a violation of UDAAP. I dont know whether ******* or this company asked me to make all the repairs or water heater replacement as a condition of issuing home insurance policy , I am filling a complaint for each company.

  Business Response

  Date: 02/13/2025

  Dear Yanyan Sun, 
  
  Thank you for reaching out and sharing your concerns regarding your experience. We understand the frustration youve expressed and appreciate the opportunity to clarify the sequence of events and the role our agency played in this matter. 
  
  When you initially requested a quote, our agent provided an estimate based on the information available at that time. As part of the process, we scheduled a Four-Point Inspection to assess the homes condition, as required by the carrier. Once the inspection report was received, it was determined that your water heater was outdated and did not meet the carriers underwriting guidelines. While our agent discussed the possibility of replacing the water heater to move forward with coverage, there was never a guarantee that doing so would secure the policy. However, based on the information available at that moment, replacing the water heater appeared to be a reasonable step to help meet eligibility requirements. 
  
  Following your decision to replace the water heater, we submitted updated information to the carrier for review. At that time, Cypress conducted its own assessment of the Four-Point Inspection and identified additional concerns regarding the plumbing, specifically corrosion and rust present in the photos. Due to this, Cypress underwriting declined to proceed with the application, even after the repairs were made. Their underwriting department has confirmed that this decision was based on their internal risk guidelines and was not something that could have been overturned with repairs. 
  
  At no point did our agency mislead or intentionally provide inaccurate information regarding your policy options. Our agents worked to provide quotes based on the information available and facilitated communication between you and the carrier. The underwriting decision to decline coverage was made solely by Cypress, and while we understand how frustrating it is to have spent time and money on repairs without securing a policy, we were not in control of their final decision. 
  
  Upon receiving the information that Cypress was not going to reconsider, we began working on new quotes to provide you with alternative options. Your policy with Towerhill Insurance Group is currently still active and in good standing! 
  
  Best, 
  Nsure Insurance Services 

  Customer Answer

  Date: 02/24/2025

   
  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,
  
  Yanyan Sun

• Initial Complaint

  Date:12/29/2024

  Type:Product 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.

  This began on 1/28/21, I checked out Nsure for a homeowners insurance quote. I went in another direction, did not go any further with Nsure, and asked to be taken out of their database. On 2/19/21, I received an email stating that I needed to continue with my quote. Again I told them I was not interested and to delete me. On 3/6/21, received the same continue with quote email, repeated to delete me. On 5/19/21, received another email that I forgot to complete the quote, AGAIN I told them to KICK ROCKS. That time I received a generic automated response saying they were going to contact me. Yea, never happened. Still they did not comply, they emailed me AGAIN on 12/31/21, this time I replied simply to remove my email. Think they did it?? ****! HERE THEY CAME AGAIN A WHOLE YEAR LATER ON 12/2/22 AS IF I FORGOT ABOUT THEM! This time they had quote PDF's attached! I replied in so many words that this was my final request to be removed and left alone and that they were not privy to my information blah blah blah. I have blocked their emails and texts, labeled them as junk, unsubscribed, you name it, yet these leeches kept on contacting me. I also threatened to explore legal actions if they didn't comply. Received ZERO response. Didn't hear from them in 2023, then here comes today 12/29/24, they email saying my home insurance is about to expire and to compare quotes with them again. SO here we are, I will not respond to them. I will be following this BBB complaint with a complaint to the ***** because based on all these other complaints, this company does not respect consumers at all. People need to follow suit and not only report here with the BBB, but also put in complaints to their state's *** because how NSURE conducts business is ridiculous. I want my information deleted from NSURE database as if I never existed to them. They can identify me by matching my name, email, and phone number they know so well. NSURE, don't respond that you didn't do it, I added the receipts.

  Business Response

  Date: 01/22/2025

  Hello, 
  
  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience and frustration caused. 
  
  Upon reviewing your account and communication history, we found that while your file was deactivated in our system following your request, your email address remained in a separate contact list, which resulted in additional communications being sent. We deeply regret this oversight and that your earlier requests were not fully honored. 
  
  We understand how important it is to respect our customers' preferences and privacy. We have now ensured that your email address and any other contact information associated with your account have been completely removed from all of our systems. Additionally, we are taking steps to improve our processes to ensure that such errors do not occur again in the future.  
  
  We value your feedback and take it seriously. If there is anything further we can do to address your concerns or provide additional reassurance, please dont hesitate to reach out to us directly at  
  ************** 
  
  Once again, we deeply apologize for the inconvenience and frustration this situation has caused and appreciate your feedback as we work to improve our systems. 
  
  Best, 
  Nsure Insurance Services 

  Customer Answer

  Date: 01/23/2025

   
  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. I did receive another email today. I will assume it is in crossing with their response. If I receive any more, I will be reporting them again. 
  
  Sincerely,
  
  Fadrea *******

• Initial Complaint

  Date:12/04/2024

  Type:Order 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.

  Paid NSURE $4,191.72 on October 2, 2024, to be insured by *****/HOMESITE They found an incorrect date on my documents and rather than make the update, they cancelled my insurance policy and have not provided me with a refund or a response.

  Business Response

  Date: 01/03/2025

  Hello!  
  
  After thoroughly reviewing this complaint and conducting research on the clients account, it has been determined that the client inadvertently provided an incorrect date of birth for the named insured when creating their account online. This discrepancy was discovered after the policy had been bound. Upon recognizing the error, Ms. ***** contacted our agency to request a correction. 
  
  Our agency promptly submitted the request to the carrier to amend the date of birth. However, we were informed that the change could not be made, and that the policy would need to be canceled and rewritten. The carrier advised us that the policy could not remain active with incorrect information on file. Upon cancellation, the carrier retained 25% of the premium paid, in addition to any processing fees associated with the issuance of a new policy. 
  
  Understandably, Ms. ***** was upset that 25% of the premium was withheld from the refund. To address her concerns, our agency went above and beyond by contacting the carrier to advocate for a full refund, given the minor nature of the mistake. During this conversation, it was revealed that the carrier had processed the requested correction to the date of birth despite previously stating that such a change was not possible. 
  
  Our management team raised concerns with the carrier, highlighting that the reason for the policy cancellation was invalid due to their ability to process the correction after all. After numerous discussions between Nsures management and the carriers team, we were able to reach a resolution that would fully satisfy the clients concerns. 
  
  At this time, the clients policy is in the process of being flat cancelled by the carrier in order for the client to receive their entire refund. 
  
  Thank you, 
  Best, 
  Nsure.com 
  
   

  Customer Answer

  Date: 01/17/2025

   
  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. It has some incorrect statements as I did not input the incorrect DOB; they did.  However they have tried to assist me.  I am still waiting for the refund, and hope they didn't just say they would send it out so I would stop following up. As of today 01/17/2025 no refund has been received. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/25/2024

  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.

  I have requested multiple times Nsure to close my account and delete all my personal information and they have still to provide a response or act.

  Business Response

  Date: 12/12/2024

  Hello,  
   
  We have deactivated your account per your request. At this time all communication will cease. Please feel free to contact one of our licensed agents if you need further assistance.  
   
  Best,  
  Nsure Insurance Services 
  

  Customer Answer

  Date: 12/13/2024

   
  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,
  
  ****** *******

  Customer Answer

  Date: 12/17/2024

  I would like to reopen my complaint since Nsure sent me another email today after saying my account was closed and all communication will cease. Please see attached screenshot of latest email. Thanks.

  Business Response

  Date: 02/13/2025

  Hello, 
  
  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience and frustration caused. 
  
  Upon reviewing your account and communication history, we found that while your file was deactivated in our system following your request, your email address remained in a separate contact list, which resulted in additional communications being sent. We deeply regret this oversight and that your earlier requests were not fully honored. 
  
  We understand how important it is to respect our customers' preferences and privacy. We are taking steps to improve our processes to ensure that such errors do not occur again in the future.  
  
  We value your feedback and take it seriously. If there is anything further, we can do to address your concerns or provide additional reassurance, please dont hesitate to reach out to us directly at ************** 
  
  Once again, we deeply apologize for the inconvenience and frustration this situation has caused and appreciate your feedback as we work to improve our systems. 
  
  Best, 
  Nsure Insurance Services 

  Customer Answer

  Date: 02/14/2025

   
  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:10/02/2024

  Type:Order 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.

  Worst insurance company Ive ever dealt with. ******** customer service. Gave me a quote I paid for a year up front for homeowners insurance then they decided to require something else. Cancelled after a few months kept my money. Fighting now for my money this is Florida so Im without insurance. We are senior citizens cant afford to just pay someone else. My name is ****** ***** I live in **********************. Insurance company ************ CABRILLO COASTAL GENERAL INS AGENCY ***************************************

  Business Response

  Date: 11/02/2024

  Hello ****** *****,
   
  We have reviewed your file and would like to provide the following information. On 07/08/2024, upon binding your policy, we informed you via email that the selected insurance carrier required a valid 4-point inspection completed within the past year. A follow-up email was sent on 07/12/2024 to remind you of this requirement. On 07/17/2024, we received a 4-point inspection from 2022, which was unfortunately expired.
   
  From August 2nd to September 30th, we sent 15 reminders that an updated inspection was needed and that your policy would be canceled effective September 30th if not received. We also offered assistance with scheduling an inspection through a third-party provider. However, we did not hear from you until 09/30/2024, the day of the policy cancellation, at which point the inspection could not be completed in time to prevent the cancellation.
   
  On 10/01/2024, you mentioned an inspection at your property, however this was conducted by the carrier and does not meet the 4-point inspection requirement that a licensed inspector must complete. As stipulated, Orange Insurance Exchange reserves the right to cancel policies for missing required documentation. A refund was issued on 09/30/2024, and we also provided alternative coverage quotes, which were declined.
   
  Please reach out to us at ************** or ********************************** if you need further assistance.
   
  Best regards,
  Nsure Insurance Services

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22369503
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/30/2024

  Type:Product 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.

  Cancelled my policy the day of closing and caused me a ******* fee. Now my insurance is ****** more than quoted. So basically I'm out 2 grand. Buyer beware.

  Business Response

  Date: 11/18/2024

  Hello Mr. **************** class="SCXO79004328 BCX8" style="margin: 0px; padding: 0px; user-select: text; -webkit-user-drag: none; -webkit-tap-highlight-color: transparent; white-space: pre !important;"> 
  Thank you for reaching out to us so we could complete the review of your file. We have reviewed your account and noted the following: 
   
  In November 2023, we provided you with quotes from Citizens Property Insurance. On 11/22/2023, you spoke with an agent over the phone and agreed to the ******** quotes, providing us with a closing date of 12/15/2023. Citizens Property Insurance requires that all necessary documents be submitted within 5 business days of the effective date, or the submission must be withdrawn. On 11/20/2023 and 12/20/2023, we emailed you requesting the outstanding proof of purchase document, with a deadline of 12/22/2023 to avoid withdrawal. On 12/22/2023, we sent an additional email requesting the document by the end of the day to avoid cancellation. 
   
  On 12/22/2023, three outbound phone calls were made to you in an attempt to prevent cancellation and collect the document. Two of these calls went to voicemail, where messages were left requesting the necessary document. During the call that was answered, you informed the agent you were busy and would provide the required document. 
   
  On 04/03/2024, you informed an Nsure agent that you had communicated a delay in your closing date to us in November 2023, stating it had been pushed back to 12/21/2023. We have reviewed all phone calls, emails, and text messages and found no record of any such notification regarding a change in your closing date. 
   
  After the original policy was canceled, we issued a new policy with Citizens to be billed to your mortgage company. An invoice was provided, and the mortgage company was given 90 days to make payment, but no payment was received by ********, resulting in the cancellation of the policy. On 04/03/2024, both you and your mortgage company were sent a rescission notice from Citizens. 
   
  We subsequently issued a third policy with Citizens, billed directly to you. This policy was canceled on 05/27/2024 due to non-payment. 
   
  Currently, you have an active policy with Citizens that took effect on 06/29/2024, and this policy remains in good standing. 
   
  If you need further assistance, feel free to contact us by phone at *************) or by email at ************************************************************. 
   
  Best regards, 
  Nsure.com 

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22359529
  
  I am rejecting this response because: this doesn't resolve my problem. I want nsure to contact guarantee rate mortgage company and provide them with proof that there was policies issued and that the property was insured.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/15/2024

  Hello Mr. ***************************** understand your concerns and appreciate the opportunity to clarify. 
  
  As noted in our initial response, the policies issued through Citizens Property Insurance were flat canceled due to incomplete documentation and/or non-payment. Flat cancellation means that the policies were rescinded effective from their original start dates, resulting in no coverage being provided during the specified periods. 
  
  Unfortunately, because these policies were flat canceled, we are unable to provide any documentation to your lender verifying coverage, as no coverage was in effect. 
  
  Should you require further clarification or assistance, please do not hesitate to contact us at *************) or by email at ************************************************************. 
  
  Best, 
  Nsure Insurance Services 
  

  Customer Answer

  Date: 12/28/2024

   
  Complaint: 22359529
  
  I am rejecting this response because: the first policy was canceled due to ensures unqualified agents. The second policy was canceled because the bill was sent to me not my mortgage company again nsures problem. The third policy was canceled because the bill was sent to the mortgage company but the check was sent to me again another problem from nsure. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/18/2024

  Type:Order 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 have my homeowner's insurance with Nsure.com. They placed me with Citizens Insurance. They sold me a flood policy however, It was issued with incorrect adress. Please see my latest letter to the company. I have been told twice that Neptune Insurance (flood insurance) Please read o this letter and it outlines the problem. Thank you.Hello,My citizens policy requires flood insurance. I have spoken to your company ***** times about this issue. The policy was written by you th rough one of your companies. I paid ****** dollars but the policy was issue d with a wrong address. I was told 2 times that the flood policy was going to be rewritten with the correct address. ***** was very kind and I appreci ate that. However I never recieved the new polict to sign.. I was told agai n by one of your female agents that a policy would be rewritten with the co rrect address. Both ***** and the young **** called Neptune (I believe) to have this corrected. I have not received any policy to sign yet and Citizen s could cancel this home due to the flood insurance policy not being correc ***.I did get a request to sign an insurance cancelation with no info enclosed.=Please **** care of this. I have spent a total of 7 hours on the phone and=over 40 emails. What is going on? Why have I been told 2 times that neptun=e would cancel the wrong address and rewrite a new one with the corrected a=ddress. I tried calling ***** again however he was on vacation. I can=not sit on the phone for hours without any results.Thank you for your help. I will wait one more time before I call ****** and write the board to get help.I think if you review my notes on your computer, you will find out how much time has passed. Going on 2 months I believe.****/*************************

  Business Response

  Date: 07/19/2024

  Hello,  
  
  Per our records, a corrected flood insurance policy was issued on 07/21/2024 with the updated address. However, when we provided this documentation to Citizens Property Insurance and requested a reinstatement of the home policy, we were informed that the reinstatement could not be processed. The reason given was that the flood policy lists *********************** as the primary insured instead of *************************. 

  
  This is an unusual situation for our agency, as we have not encountered this issue before when reinstating a policy. We have reached out to Citizens Property Insurance for further clarification but were denied additional information. 
  In the meantime, we are actively working to secure alternative coverage options for you. If you have any questions or need further assistance, please do not hesitate to contact us via phone at ************** or by email at [email protected]. 
  Thank you for your understanding. 

  
  Sincerely, 
  The Nsure.com Team 

• Initial Complaint

  Date:05/08/2024

  Type:Sales and Advertising 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.

  Nsure.com acts as a third party to help insurance companies find clients and vice versa i had no clue from the beginning that we would not have interaction with our insurance because no where does it state that, they then withdrew money from our escrow after saying they had found us an insurance that would take us, just for them a day later cancel our new policy and say we didnt fall under the criteria to be covered by them, citizens insurance had no idea why they removed the account but it was removed and they couldnt see or do anything about it, they then never returned our escrow we didnt like that we couldnt speak to anyone and working with them became sketchy and unpleasant so we withdrew our interest since they said we didnt have an account but never returned our money or have answered us its been 5 days now with zero response or return our mortgage has no choice but to charge us that escrow until a refund is issued. This sounds like complete fraud especially since they claimed we were unable to be covered why take money if that was the case and why was citizens not informed nor did they understand why it was cancelled even though NSURE said it was citizens policy. they then tried to open a second account for us which we declined not only are they unprofessional, they dont answer but they lied about the account, the policy and the conditions.

  Business Response

  Date: 05/10/2024

  Hello ******, 
  
  We have reviewed the situation, and we apologize for the frustration it has caused you.  
  When you first signed up on Nsure.com, the first page that is shown details how we are an insurance agency that works alongside 50+ insurance carriers nationwide!  
  
  Please be advised, our agency does not have the ability to withdraw money directly from your escrow account. Your lender sent a check to the carrier to pay the premium for your policy. You have also mentioned that your policy was canceled. However, our records and citizens records show that your policy is not cancelled and has never been cancelled. Upon visiting the Citizens website, we were able to locate notes from your phone call with the citizens representatives on 05/08/2024 at 12:37. These notes detailed that they confirmed with you that the policy was in fact not yet cancelled indicating that they had no problem finding your account in their system. The reason the money has not been returned to your escrow is because the policy is not yet cancelled.  
  
  You spoke with an agent from our agency on 04/24/2024 via phone call in which the agent explained exactly why the policy was not eligible. The policy is not yet canceled but will be canceled by Citizen's underwriters because we cannot provide proof that Citizens is 20% cheaper than the next best quote. Because this cancellation is inevitable, we offered you new quotes with our other carriers to which you explained you were not interested. At this point, we have received your signature to cancel this policy and your refund will be issued back to you as soon as the cancellation is processed. 
  
  Thank you! 
  Your Nsure.com Team

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21683817
  
  I am rejecting this response because: Nsure was not accurate about the conversations between my husband and citizens, my husband spoke with them 3 separate occasions at which point citizens told us we had an account then went back a few days later and said we no longer did and they could not see one on their end that nsure must have removed it, they were just as confused as we were. Nsure informed me of the 20% rule which i never denied, peoples trust communicated to us that they accepted the payment after knowing we wouldnt qualify why accept any money before verifying? why make it sound as though we knew, that is simply untrue we couldnt even get ahold of someone which your reviews show we are not the only ones to have difficulty speaking with nsure hence why we went directly to citizens. Nsure had our information of our previous policy with peoples trust they were well aware and could have said then before moving forward that we didnt qualify it was their job to do that not ignore us after trying to communicate with them several times. it took us getting the BBB involved for them to finally respond. 
  
  Sincerely,
  
  *************************