ComplaintsforInsureon

• Initial Complaint

  10/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Below are the specific issues encountered:1- ************************* has failed to respond to repeated service requests related to my policy.2- Negligence in Providing Essential Documentation: There has been a failure to provide the insurance certificates needed for five certificate holders, despite multiple requests.3- Lack of Transparency and Communication: I have received no updates or communications regarding the status and coverage details of my policy.This ongoing neglect in service has not only caused me considerable stress and uncertainty but has also led to tangible business losses due to the erosion of trust with my clients and the inability to provide necessary assurances through proof of insurance. I urgently request the Better Business Bureau to conduct a prompt and thorough investigation into this matter. Appropriate action against Insureon is warranted, given their failure to meet the expected service standards for policyholders and the resultant negative impact on my business and client relationships. Your guidance and support in obtaining the necessary insurance certificates and ensuring proper and responsive servicing of my policy moving forward are also highly sought.I appreciate your immediate attention to this matter, which is of serious concern and has had detrimental effects on my livelihood and reputation in the business community. Trusting the Better Business Bureau to approach this complaint with the urgency and seriousness it deserves, I stand ready to provide any further information or documentation required to facilitate your investigation.I await your timely response and resolution to this pressing complaint.Sincerely,***********************

  Business response

  10/11/2023

  Hello *****,

  
  Thank you for sharing your recent experience with Insureon, we are sorry to hear our services have not met your needs. While we always strive to provide the best possible service to our customers, we recognize that we didn't meet your expectations here. Upon further review, we can see your account manager reached out the day this review was filed to provide an update about the status of your policy. We understand if the messaging occurred later than was expected, as your specific request required a discussion across representatives and vendors. At the time of this response, the underwriter should have provided the necessary information to continue the process. If you have subsequent questions or concerns, your account manager is available directly through email to address any issues, as well as, at the time of this response, have reached out to you in a separate correspondence. Weve recently refreshed our customer service approach to address these gaps in communication, and we hope this change in process will improve your overall experience. We appreciate your time and interest, and we hope to continue to support you and your business needs in the future.
  
  
  Yours Sincerely,
  The Insureon Team

  Customer response

  10/13/2023

   
  Complaint: 20696348
  

  I appreciate your prompt response regarding the complaint I lodged with the BBB. However, there seem to be significant inaccuracies in the details you provided.
  
  First and foremost, contrary to your assertion, I have not been contacted by any representative from Insureon after I filed my complaint. This adds to my existing frustration and highlights the persistent communication gap from your end. If the onus is on the customer to continuously seek out updates, it raises serious concerns about the efficiency and reliability of your service.
  
  Moreover, further issues have arisen that have only added to the disappointment and inconvenience I've experienced. One of the major oversights includes the cancellation of my policy due to your agents' failure to list ******* as a place of business. This is a critical oversight, and I'm astounded that such a basic error could occur in the first place.
  
  Given the ongoing issues and the inadequate response to my initial complaint, I am left with no choice but to demand a full refund. I trusted Insureon with my business needs, and I now find myself dealing with complications that could have been easily avoided.
  
  I urge you to treat this matter with the urgency and seriousness it deserves. Please process my full refund immediately and confirm its completion in writing. Additionally, I expect a detailed explanation of how such errors occurred in the first place and what steps are being taken to ensure they do not happen to other customers.
  
  Your swift action on this matter will be much appreciated. 
  
  Best,

  ***********************

  Business response

  11/03/2023

  Response for complaint 20696348:

  
  

  Hello *****,

  
  

  We appreciate the opportunity to better understand your experience, as it helps us to continuously refine our approach. The account manager of your policies was not informed until the notice from Acuity that they would be cancelling the policy, as Acuity is unable to support the additional ******* work exposure. If you refer to your initial application (excerpt attached), ******* was not listed as a location for business, and not considered in the binding process. Had you disclosed needed coverage for work performed in the **************** in the initial application, or prior to requesting an endorsement from Acuity, your account manager would have had the necessary information to find the proper coverage. The policies upon bound offered proper coverage through to the Carrier cancellation, aligning with the pro-rated, unearned premium returned. We apologize for not supplementing Acuity's cancellation notice with additional information from Insureon, but the Acuity notice, as per guidelines, provided sufficient explanation. We are unable to provide a refund given the active policy, from date of notice to date of cancellation, 10/6/23 - 10/17/23, provided coverage for the ***** work exposure.

  
  

  
  

  
  

  
  

  Makensi ******* Executive Assistant Email:makensi.*******@insureon.com *********************** *******, ** 60601 www.insureon.com

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Been trying to reach out to speak with someone actually from insureon insurance for a week. Call the 800 number and that number has nothing to do with them it's basically a call center. All they do is transfer you to an automated system. All options lead to vm. I have sent numerous emails to the person I always dealt with. His contact number is no longer in service. I would like to speak to someone asap (actual person on the phone) I emailed the help email address as well. I can not log into my account after resetting my password. I have reached out to the *** about the lack of communication and availability to speak to someone

  Business response

  10/26/2023

  Dear ******************,
   
  Thank you for your patience regarding your portal login and phone issues you encountered. After reviewing the timeline for your account, you received a portal reset and updated certificate on Aug 22 from our service team, followed by an account manager introduction email and phone call on September 12 from *************************. ***** will be able to assist you with any future policy service requests while general inquiries or portal reset requests can be requested at *********************************** Thank you for your business  
   
  Sincerely,
   
  *****************************

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our company purchased liability insurance from ***********************. We ended up canceling our policy on 9/23/2022 due to the fact that we found a cheaper rate from another company. After many requests, we were told that we were being refunded for the amount of $3456.40 on 10/27/2022. As of today, 2/28/2023, we have not received the refund. We were told that it had been sent on 1/23/23.

  Business response

  06/05/2023

  My apologies for the delay. We researched the complaint and it appears to be an issue with the clients address. I can confirm that a new check was issued to the client on May 10th2023. *********************** ***********************, CIC President Mobile: ************** Email:************************************************ 203 *******, Suite 2000 *******, ** 60601 www.insureon.com

  
  

  Customer response

  06/06/2023

   
  Complaint: 19514469
  
  I am rejecting this response because: our company did not receive any correspondence from Insureon until our attorney got involved in the matter. Our company address has never changed so all correspondence has been received at the same address. But I can confirm that our company did receive the payment on May 10, 2023.
  
  Sincerely,
  
  *********************************

  Business response

  06/07/2023

  Hello,

  What else is needed to close out this file? Payment was received by the insured and the check was cashed. Here is the timeline of events 

   

  Please see timeline of events below:
  
  
  9/21/2022 * Client bound renewal with USLI on premium financing through IPFS
  9/30/2022 * Client requested cancellation of policy
  10/14/2022 * Client signed LPR to cancel policy
  10/28/2022 * Client has outstanding payments to IPFS prior to cancellation of policy that need to be handled with IPFS cancellation department
  11/22/2022 * Account Manager asks internal Insureon Accounting team for status on client's refund
  1/25/2023 * Account Manager informed the client of the refund process with IPFS as well as that the check was mailed to client by IPFS on 1/21/2023
  2/17/2023 * Client states they never received the refund check
  2/17/2023 * Account Manager asks internal Insureon Accounting team for status on client's refund
  5/3/2023 * IPFS informs Insureon that the check was returned to them undeliverable and they need a new address for mailing
  5/3/223 * Account Manager obtains new address info for client and has IPFS reissue the check
  5/10/2023 * Confirmation from IPFS that new check has been issued

   

   

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reached out to Insureon for an insurance quote and they debited a $40 service fee. I received notification that they were not able to proceed with providing me an insurance policy and would be refunding the $40 service fee. I still have not received this amount back from them and all emails have gone unanswered. They have ignored my request to have this money returned to me for services not provided.

  Business response

  07/15/2022

   

  ****** -

  This client refund was processed on June 27 for the $40 charge.  I was not able to reach the client by phone but did send them a follow up email. 

   

   

  Sincerely,

   

  *****************************, **** Head of New Business Client Growth Licensed AgentLIC. #******** Call | Text | Fax************ Office:************Ext:350 Email:****************************************************** 30 ******************, Suite 2500 *******, ** 60602 8:00am - 7pm CST | Monday - Friday www.insureon.com Doing business in ********** as SPG Insurance Solutions License No. *******

• Initial Complaint

  05/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have bought a General Liability Insurance from Insureon on 04/06/2022 because I was hired to paint a bank.So the contractor agency required me to have Liability Insurance and I chose Insureon.On the 04/08 contractor requested me to endorse using their name.I asked for my sale agent, Luas ******. He said me it would be available in 1 or 2 hours, but it's never happened.Since I need the endorsment to work on Sunday, April 10th, I had to get a new liability insurance with endorsement from biBerk. On Monday, April 11th I requested ***** by email to cancel my insurance. He just replied the **** phone number (I don't know what they do exactly, but they said only my agent can cancel for me.I **** 3 more emails to Insureon, left voice mail (because nobody answer the call at Insureon) and they never answer.My last chance is file a complaint with BBB. Hope it works.Thank you.

  Business response

  07/15/2022

  
  

   

  Atakiama -

  Client confirmed that his refund was received, and he was going to notify the BBB to remove his complaint as it is resolved. 

   

   

   

  Sincerely,

   

  *****************************, **** Head of New Business Client Growth Licensed AgentLIC. #******** Call | Text | Fax************ Office:************Ext:350 Email:****************************************************** 30 ******************, Suite 2500 *******, ** 60602 8:00am - 7pm CST | Monday - Friday www.insureon.com Doing business in ********** as SPG Insurance Solutions License No. *******

• Initial Complaint

  03/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Insureon or TechInsurance, the company with which I have had my insurance for the last 5 years, is pushing me to accept an insurance that I don't want. I have made this clear in several emails, and today when the policy expires, ******************************* is trying to push me to accept ************ Insurance when I have clearly accepted the Hartford quote. Additionally, as part of the strategy to push me to ************ Insurance, she has used a higher revenue number almost 3 times over, for the Hartford quote, that I have asked many times where is that revenue number coming from, and she has never responded. Lastly the Hartford quote she made it with a $25,000 deductible and the ************ Insurance, only $2,500 deductible to make it more attractive to me. Please see email thread with all of this information. The resolution that I want is for the company to change me of agent and provide me with the carrier that I'm requesting which is Hartford.Your assistance is greatly appreciated. ****

  Business response

  04/13/2022

  Good Morning:

   

  Please see the below response and attached customer populated application with regards to the complaint.

  We apologize for the delay as we have been in and out of our physical location with the ongoing pandemic.

   

  In summary, the client was upset about the revenues of $15,000,000 that they themselves submitted in their renewal application. 

  The client had been with ************ Insurance since 2018 and asked for additional quotes, which our Account Manager provided. 

  The client eventually moved their insurance to The Hartford Insurance.

  Certificates of Insurance were mailed out and the client moved all policies from Insureon. 

   

  Below is a detailed and dated timeline of events.

   

  I do hope clarifies the situation and keeps us in good standing.

   

  Please reach out directly to me with any further questions.

   

  Thank you, ***********************

   

  Timeline:

  - 1/10/2022 - Client Completed online EO Application - Projected revenues of $15,000,000 (app attached)

  - 1/10/2022  - Insureon Account Manager (AM) sent application to ************ for Renewal quote

  - 1/31/2022 Insureon requested a follow-up for renewal quote from ************

  - 2/10/2022 - Client asked AM to review revenue numbers

  - 2/10/2022 AM responded to client stating revenues used were from the application client completed on 1/10/2022

  - 2/18/2022 ************ returned a quote at $4,847 Premium with a $2,500 deductible

  - 2/25/2022 - Client requested quotes from other carriers at $25,000 deductible and a payment plan

  - 2/25/2022 AM proposed Hartford quote for $7,226 with a deductible of $2,500

  - 3/2/2022 - Client asked for quote with $25,000 deductible and threatened to go elsewhere

  - 3/2/2022 AM proposed Hartford quote for $5,305 with deductible of $25,000

  - 3/4/2022 - Client requested again quote for $25,000 deductible

  - 3/9/2022 AM sent quote for $25,000 deductible to client for a second time

  - 3/11/2022 - Client sent email accepting Hartford quote $25,000 deductible at premium of $5,305

  - 3/11/2022 AM notified client via email that she needed to sign the application for binding with the Hartford

  - 3/11/2022 - Client emailed AM back stating "Hartford not ************.  Please resend."

  - 3/11/2022 AM emailed client stating she needs the application signed to bind with the Hartford again

  - 3/11/2022 - Client emailed AM stating "I didn't complete any application online ******.  I want my EO with Hartford /not ************ Insurance.  Please make the changes and return."

  - 3/11/2022 - AM emailed client stating she seems to misunderstand that she was binding the Hartford, but they still require the application signed. AM asked client to return her phone call to clarify

  - 3/11/2022 - Client emailed AM "If you don't send that letter, I'm writing to your CEO via LinkedIn and let him know about this situation"

  - 3/11/2022 - Client signed application and bind order sent to Hartford

  - 3/14/2022 - Certificates emailed to client

  - 3/30/2022 Client moved all policies to another broker and away from Insureon

   

   

  ***********************, CIC Chief Commercial Officer Mobile: ************ Email:************************************************ 30 ******************, Suite 2500 *******, ** 60602 8:00am - 7pm CST | Monday - Friday www.insureon.com

*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. ↩