Complaints
This profile includes complaints for Clearcover, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 88 total complaints in the last 3 years.
- 13 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:10/22/2022
Type: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 had hail damage to my car and I file in September 2022. A week later, I received a letter that Clear Cover ran my credit through Nexus Lexus and based on findings, my rate will not change but three weeks later, I received a letter that my premium was going up $20 a month again like it was increase when I lived in ******. Clearcover had already raised my premium 5 months prior. They told me that the State if ***** made them do it. They decreased it when I moved to the suburb side at $128 which already included thd penalty fee. It looks like they penalized me for filing the hail claim. My rate changed three time in less than 10 months. That about 3 times a month per average. This is concerning and unsettling. It just seems retaliatory for filing a claim. My credit being rain a week after the claim and notification of my premium going up two weeks after the claim,
Business Response
Date: 11/01/2022
Thank you for this opportunity to address your concern. A member of our customer support team will reach out to you to resolve your premium increase issue.
In May you lowered your deductible which increased your premium. In July you moved which increased your premium.
Your policy renews in November 2022 and your premium is increasing due to a state wide rate revision.
If you have any questions, please contact us at **********************************Customer Answer
Date: 11/01/2022
Complaint: 18299489
I am rejecting this response because: my premium decrease because I moved away from the city and after I did a hail claim that took place when I was in ******, my rate increased.
Sincerely,
************************Business Response
Date: 11/10/2022
Clearcover deemed it necessary to implement rate revisions in your state. This was a difficult decision to make, and we understand how it affects you. The increase in your renewal premium was not due to your hailstorm claim but rather the state-wide rate revisions implemented in the **************. We thank you for your ongoing support and trust that this change will help ** continue providing you with quality auto insurance and service at a reasonable price. any questions, please contact us at **********************************Customer Answer
Date: 11/11/2022
Complaint: 18299489
I am rejecting this response because: They already increased the rate on me this year with the same reason.
Sincerely,
************************Initial Complaint
Date:10/16/2022
Type: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.
An accident occurred on July 6, 2022. The other driver was at fault but apparently he had no insurance.There are several photos and written estimates available from local automotive repair shops ranging from $3199.70 to $3363.67. Clearcover received the photos from me that they asked for, maybe 20.They called the shops and tried to negotiate with them. I told them they did not have my permission to do that. They can have the photos from the shops, that is it.Clearcover gave me an offer of $422 minus 500 for my deducible, net 0.Out of frustration, I called the Clearcover employee who was responsible for the zero dollar estimate.The fact that I am not a mechanic nor a photographer was discussed. That is why I scheduled appointments back in July with several mechanics who crawled under the truck to give me estimates for **** and **** dollars. The auto shops can be contacted by Clearcover for photos.Clearcover revised the offer to $948. I responded that simply bending the bumper back up is not acceptable. A number of items that need to be repaired are not included in the revised estimate, and the hourly wage is also inaccurate. The Clearcover representative requested that I take my truck to the shop to have the work started, and should more work be required than the 948 dollar offer, the shop may apply for additional funding. I responded to Clearcover by stating, why would I do that if you are not going to cover even the base cost from the shop which is $3,363.67. I would be left with a big bill that they will not pay. Moreover, I determine who my insurance goes to, not Clearcover. Additionally, Clearcover continues to send me notices to sign up for direct payment. I receive 1-3 notices per day at present. I keep telling them that $948.00 is not enough to start repairs on my vehicle.Business Response
Date: 10/25/2022
Thank you for this opportunity to address your concern.
We are more than happy to write a supplement once the vehicle is taken into the shop and torn down.
If you have any questions, please contact us at *********************************.Customer Answer
Date: 10/25/2022
Complaint: 18231291
I am rejecting this response because:Before tearing it down to examine additional damage, an original estimate from one of the repair shops was $3,363.67.
The shop told me a few days ago that it would not be able to perform the visible repairs for the Clearcover $948.00 offer. They need $3,363.67. Additionally, Clearcover's $948.00 offer misses some repairs that are needed and the hourly wages and time required for repairs are way off. If Clearcover decides to only pay $948.00, I end up with a $2,500 bill. I have repeatedly asked them to send a representative to look at it for themselves. But they have none in the area. Maybe they can call one of the shops I gave them an estimate for. On top of that, I have paid Clearcover for years. So I will pay the mechanic after Clearcover's offer covers the damage to my truck and the check clears my bank. Clearcover has revised its offer from zero dollars. But $948 does not cover the repairs. These are a few reasons why I must reject Clearcover's offer.
Sincerely,
***************************Business Response
Date: 10/28/2022
We are now in receipt of your complaint with the *******************************. We will reply directly to the *******************************.
Thank you.
Customer Answer
Date: 10/31/2022
Complaint: 18231291
I am rejecting this response because:All though i will miss chatting with your auto response AI, at least someone will actually be looking at the my case. We finally had to called Clearcovers mechanic last week and he said he would call one of my shops this week. We sent the photos again (fourth time). This time we circled the obvious damage in red that you missed the first few times. The parts that you do have are 10%-20% cheaper than mine. I also pointed out that your pay rate is 52 per hour, whereas all my estimates all charge 65 per hour. It should now be easier for your company to do the right thing and update your estimate. We just got off the phone with your mechanic. I look forward to getting this resolved quickly.
Sincerely,
***************************Business Response
Date: 11/07/2022
Per our response of October 28th, we will reply directly to the ******************************* now that you have submitted a request for assistance. Thank you.Customer Answer
Date: 11/10/2022
Complaint: 18231291
I am rejecting this response because:The updated total check amount of ***** that you informed me you sent out is being reviewed. In addition, I am also considering your statement that you will also be responsible for any repairs above this level.
I pay extra every month so my deductible remains low. So I have not decided whether I am willing to accept $1,000 less than my estimates say the repairs will cost.
At the moment, I am not taking into account the fact that I have been without a reliable truck for more than five months.
Or the fact that I will have to lower the price of my truck after repairs are made as a result of the accident.
Sincerely,
***************************Initial Complaint
Date:10/13/2022
Type: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.
ClearCover's insured hit my vehicle and drove off on 8/26/** I immediately got on the phone with 911 once their insured started to drive from the scene of the accident and gave the operator the license plate number of the other vehicle. I completed police report as well as filed a claim with my insurance that same day. My insurance was able to located their insured and took a recorded statement. Since then my car has been repaired at my and my insurance expense, we are now in the process of requesting reimbursement after many failed attempts of trying to get ahold of ClearCover's rep I finally spoke to them on 9/29/** they've not been able to get ahold of their insured after multiple attempts through phone calls and certified mail. Their driver is in the wrong and I'm seeking reimbursement for the fees of my rental car $1230.06 and damages to my vehicle $8,010.85. It has been well over a month with no answer. Claim #**STTX00543040 my insurance and ClearCover have all the supporting documents needed to process this claim.Business Response
Date: 10/21/2022
Thank you for this opportunity to address your concern. We continue our efforts to make contact with our insured as we investigate your claim made against their policy. We will keep you updated on the status of our efforts.
If you have any questions, please contact us at **********************************
Initial Complaint
Date:10/05/2022
Type: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 car was in an accident that I was not at fault for. The tow company had taken the car and placed it in their tow yard. I filed a claim immediately and clear cover did not act on the claim, which forced the bank I was taking the loan out of to repossess the car. Completely destroying my credit. They allowed the car to sit in the tow yard for over a month and gave the bank no choice but to repossess it. I was under the impression that it was the banks fault for repossessing my car immediately under the pretense that clear cover had given me. When in fact it was their fault for not handling the situation in a timely manner. Nobody seems to care or want to help me and I all I want is my credit to be restored.Business Response
Date: 10/13/2022
Thank you for this opportunity to address your concern. A member of our claims team will be in contact with you shortly to discuss your claim.
If you have any questions, please contact us at *********************************.
Customer Answer
Date: 10/13/2022
Complaint: 18171681
I am rejecting this response because: they are taking no actions to help resolve the issue. Just like what I have been dealing with for almost a year now.
Sincerely,
***********************Business Response
Date: 10/21/2022
It is our position that we are not responsible for the repossession of your vehicle by the lienholder as we did not support or suggest you to stop loan/lease payments on the vehicle while the claim was being investigated and settled.
If you have any questions, please contact us at *********************************.
Customer Answer
Date: 10/21/2022
Complaint: 18171681
I am rejecting this response because: as it states in the letter by US Bank, I was making payments on the vehicle when it was repossessed.
Sincerely,
***********************Business Response
Date: 10/27/2022
It is Clearcovers position that our handling of your claim was timely. Please refer to our email of November 17, 2021 in which we advised you of your duty to mitigate your damages. We encourage you to contact the lienholder to resolve your concerns.
If you have any questions, please contact us at *********************************.
Initial Complaint
Date:10/01/2022
Type: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.
Clearcover is a terrible company! My car got side swept and the lady who did is insured with Clearcover. Clearcover continuously reinsured me that Ill get fully paid for my rental car. There was nothing in writing about the policy that they wont pay for the supplemental days. In the email they told me they wont pay for weekends either but now they saying the weekend are already included in the payment. They paid the repair shop directly at the end but wanted me to pay the rental car and then clearcover would reimburse me. ******* mislead us and is saying they wont cover supplemental days. So they only pay 25 days out of my 47 days without a car. I was not even in my car when the accident happened, so I should not have to pay a *****! This was a huge inconvenience for me! Not once ******* told us that clearcover wouldnt pay for supplemental days, not once!!!! This is a big Scam. We are taking about a lot of money here. They also wont return my call in a timely manner!!! Ive been waiting sometimes up to 2 weeks to hear back. They wont even reply in timely manner to their client who has been trying to reach them for over a week! Terrible company!!!! Now we are sitting on $1827.83. This company is very unprofessional! They didnt even call their client back for a week. She couldnt reach them either.Business Response
Date: 10/07/2022
Thank you for this opportunity to address your concern. A member of our claims team will be in contact with you shortly to discuss an amicable resolution.
If you have any questions, please contact us at *********************************.
Initial Complaint
Date:09/29/2022
Type: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 in an accident in June 2022. The fault was on the other driver who pulled out in front of me. The fault was agreed to be on the other driver by their insurance, Clearcover. I was told there were no certain body shops to take my car, but to take photos of the damage and send it to them for an estimate. I made an appointment with my body shop, *************************************************. They couldn't get me in until late August. I dropped my car off and went on vacation, so I did not need a rental at the time. When I returned, they were still waiting for parts so I called my assigned agent at Clearcover to get information on a rental. ****** told me that I could have a rental and that as long as I provided receipts from both the rental company and body shop that showed that my rental was during the same time, they would reimburse me. The estimated time was five days, but parts came in the wrong color or not at all and the time was extended. My car was ready to be picked up 15 days after my rental was picked up. I dropped off the same day and provided all requested information to Clearcover. I was then told that "waiting for parts is not the responsibility of the insurance company". I was reimbursed for 5 of the 15 days of rental for this reason. My insurance informed me that this is not policy and contacted a supervisor at Clearcover, ****, who said the same, that they weren't responsible. I have tried contacting **** and get forwarded to voicemail and no return calls. It has been over a week since this occurred and I want the full refund that I was promised as I did not go outside of what I was told to do. The accident was not my fault and I am frustrated that I am being punished for parts not coming in on time. This is a nationwide issue and all other companies are taking the responsibility to take care of their drivers, why does Clearcover feel that they don't have to do the same?Business Response
Date: 10/06/2022
Thank you for this opportunity to address your concern. Our payment of five days for your loss of use is based on the estimated labor hours at 5 hours per day. Unfortunately, a delay occurred due to an error in the ordering or delivering of a part. We explained to you on our October 3, 2022 phone call why this delay is not the responsibility of Clearcover.
If you have any questions, please contact us at **********************************
Initial Complaint
Date:09/27/2022
Type: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.
This company took my money for 6 months and now refuse to honor my policy because of there laziness. Then when you try and call or online chat with them they just disconnect on you. Citing both owners need to be on the policy when that was never said. And s**** me because my family is fighting for yalls right to do this overseas and has a foreign license. Want them to fulfill the policy like was said or give me a refund for the passed 6 months I've been paying to them.Business Response
Date: 10/06/2022
Thank you for this opportunity to address your concern. Our guidelines do not permit us to insure drivers or owners who are without a valid ************ license.
If you have any questions, please contact us at **********************************Customer Answer
Date: 10/06/2022
Complaint: 18137424
I am rejecting this response because:
That should of been said when the agent made her policy also when she originally called the agent asked for the ****** ID then says we don't take it
Sincerely,
***************************Business Response
Date: 10/16/2022
Thank you for this opportunity to address your concern. We will advise the involved agent. A ****** ID is not an acceptable risk for us.
If you have any questions, please contact us at **********************************Initial Complaint
Date:09/12/2022
Type: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 involved in an accident on 8/3/2022 and immediately filed a claim the same day. I was contacted by a claims rep a few days later and she immediately got the claims process started for me. An estimator from Clearcover reached out to me on 8/26 informing me they decided to deem my car a total loss and sent me instructions on how to get the process started to receive my payout amount for the car. I sent in all the required information online through Coparts portal on 8/26 and mailed in the title through ***** on 8/29. Coparts received that document on 8/30 and the car was picked up by Coparts from the repair shop on 9/6. I got a call from the Clearcover estimator on 9/7 that they sent the repair shop a check for $8,323.87 to pay for the damages. The body shop said they already cashed the check and the Clearcover estimator informed me they could only send me a check for the difference ($10,804.75) and then would send the rest once they got the money back from the repair shop. I reached out to the repair shop the next day on 9/8 and they informed me they already sent the money back to Clearcover. During the phone call with the estimator on 9/7 he informed me that his supervisor gave him approval to expedite me the check for $10,804.75. I don't know who it's being delivered by or even a tracking number. I called him again on 9/8 to inform him that the body shop stated they've already sent the money back but I received no answer so I left a message, but didn't receive a call back. I called again today 9/12 to get an update if the check was mailed out and if they received the money back from the repair shop, again no answer so I left another message, still have not heard back. It has been over a month that I've been without a car and the fact the repair shop cashed the check is not my problem and shouldn't have anything to do with holding up the money I'm owed. Please just send me my money so that I can get a new car and get back doing the things I need to do.Business Response
Date: 09/21/2022
BBB: 18016616
Policy: TX00000007153
Claim: 22ATTX0050381
Thank you for the opportunity to address your concern. We issued a check to you on September 13, 2022 representing payment for the total loss of your vehicle. We continue to await the return check from the shop and will credit it to the claim file upon receipt.
If you have any questions, please contact us at *********************************.Customer Answer
Date: 09/22/2022
Complaint: 18016616
I am rejecting this response because: Im still waiting for the remaining balance in the amount of $8,323.87. I spoke with the repair shop in person on 9/8. They assured me that the money was already sent back to Clearcover. I was finally able to speak with my assigned estimator on 9/13 and informed him the money had been sent back the previous week on 9/7 or 9/8. He informed me that it takes about 5 business days for you all to get the money back to your accounting department. I called again this week on 9/19 and spoke with him again. He said he wasnt sure if it was received by your accounting department but would email his supervisor to get confirmation and report back to me. It is now almost Friday 9/23 and I havent heard back. This has dragged on way too long and Ive been extremely patient since the start of this entire process. Its been two weeks since the money was sent back to Clearcover. It doesnt take this long and certainly doesnt take this long for an ACH transfer.
Sincerely,
*********************Business Response
Date: 09/27/2022
Per our conversation of September 23, 2022 with you, we have not received the check from the shop. Weve requested again that the shop provide us payment as soon as possible so that we may credit the payment to your claim file.
If you have any questions, please contact us at **********************************
Customer Answer
Date: 10/04/2022
Complaint: 18016616
I stated the incorrect amount owed in my original complaint. The total amount should be $8,623.87. I spoke with someone from Clearcover today and hes going to check with the accounting department and mail department to check if money has been received from the repair shop. I was assured by the repair shop that the check was put in the mail last Monday on 9/26 and I understand it takes a few days to be received. If I dont hear back from Clearcover by the end of the week I will reach out again.
Sincerely,
*********************
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