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: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:06/18/2024

  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.

  My partner and I were in the process of buying a home and required homeowners insurance. Getting a policy was quick and easy, once we paid out our policy our phone numbers were flagged through their system and we could not get ahold of any representatives. Anytime we would call in regards to anything but a new policy the phone call would hangup immediately. Weve been trying for the past week to cancel this policy (as we found a new one at 1/3 of the price) but face extremely long hold times, rude customer service, and seemingly predatory business practices. They dont hold the actual policies and are a third party that doesnt even let you know who is holding the policy. If you have any other options STAY AWAY from this business

  Business Response

  Date: 07/19/2024

  Hello,
  

  Upon review, we confirm that your policy cancellation request has been processed with your insurance carrier. Please note, our agency does not flag client phone numbers or place clients on a "do not call" list unless explicitly requested. Neither phone number on this account was marked as "do not call."

  Both the named insured and second named insured successfully connected with an agent via phone call 14 times after the policy was paid. We have reviewed all interactions between our employees and the client and found no instances of rudeness. Our staff maintained a respectful and thorough approach, adhering to our customer service standards and industry practices.
  As an insurance agency, we do not determine premium amounts. We shop with multiple carriers to find the best premium for you. The named insured agreed to the quote provided with ***** and acknowledged ***** as the carrier. Both insured parties confirmed their understanding of the insurance carrier during multiple recorded calls.

  If you need further assistance, please contact us at *************) or via email at **********************************.

  
  Thank you,

  Nsure.com  

• Initial Complaint

  Date:05/30/2024

  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.

  I have asked this business to stop calling me and they never stop. I have been called 7 times in the last 2 days.

  Business Response

  Date: 07/19/2024

  Hello!  
  
  Upon looking into this situation, the client has created two separate accounts with our **********************. When the client requested to be placed on a do not call list, they were. However, we were unaware of the second account. The second account has been placed on our do not call list and no further contact will be made. 
  
  Thank you, 
  Nsure.com 

• 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,
  
  *************************

• Initial Complaint

  Date:05/05/2024

  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 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

  Date: 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

  Date:04/23/2024

  Type:Delivery 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.

  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

  Date: 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

  Date:04/22/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:01/31/2024

  Type:Sales and Advertising 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.

  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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:10/03/2023

  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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:08/22/2023

  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 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

  Date: 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