ComplaintsforOxford Insurance Group

• Initial Complaint

  03/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company advertised that they have insurance for 24dollar a month but everything I ask them to get me that price it always something else if they can't give this it should not be advertised they can get it as low as23dollar a month

  

  Business response

  03/11/2024

  To whom it may concern,
  
  Our advertisement as low as $23.00 a month is advertised as the price that customer in many circumstances pay with **********************.  There are even circumstances where it can be lower than $23.00 per month.
  
  Generally,customers requiring a SR22 with the State of ******** and dont own a vehicle but need liability insurance to maintain their drivers license validity qualify for this pricing often, and this represents a large group of our customers. Furthermore, there are various other factors that are considered for a quotation on car insurance.  
  
  ********************* purchased a policy through ********** in September 2023 for a 6 month term and is up for a renewal this month is showing 2 owned vehicles and the advertised price of $23.00 per month would not apply to him.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in to purchase insurance for my vehicle on February 22,2024 .when the the young lady charged my card she said she needed to redo it because she supposed to made 2 separate transactions,I told her no because they had already took the ****** off so she say she canceled everything I suppose to got a refund in 24 hours but still havent received anything

  

  Business response

  02/28/2024

  Customer was refunded on the same day of purchase for the amount of $607.90.  I spoke with the customer on 2-28-24 who acknowledge receiving the refund.   Also I have enclosed the document reversing the credit card charge 32 minutes later.

  Sincerely,

   

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase insurance with oxford insurance dec. 29th 2023 paid six months which was required my policy# is PAIL001034568 client# ************ i am sick i will not be driving a vehicle in the near future i cancelled my insurance 11/20/2023 a refund is due to me at the time of cancellation they would not telll me how much was due back to me (asm) number ******* what number that is i dont know its on my paper work. each time i call they give me a different excuse too busy to refund not enough help but when i took insurance out there was help to accept my money. i recieve a call that my check will be there in seven days they will call no one called i called they knew nothing about it pls help me get my ***** they say that cant mail it because address different but i had to move to **********************************************************...pls help me get my money that is due back to me...thanks

  

  Business response

  01/27/2024

  At the request of ******************** a cancellation was processed by his insurance company (Direct Auto) on 1-12-24 for an effective date of 11-20-23.  After receiving the cancellation notice (attached) we started the refund process of $61.00.  ******************** was contacted on 1-16-24 and he requested the refund be sent to one of our locations for his picked up since he had moved.  This was completed on 1-23-24 and ******************** picked up the refund check on 1-26-24.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was paying full coverage car insurance through oxford insurance. I had full coverage with rental assistance, tow etc. I had a car accident July 28,2023 and I find out I was to send accident report and other information to a direct auto. I have been waiting for my total out check since august 30,2023. I walked into the direct auto insurance company located at ********************************************************** The phone number is **********. No resolution has been resolved at all. I spoke with an adjuster 9/20/2023 another check was suppose to had been issued and of course it hasnt. I called today 9-22-2023 direct auto customer service tells me I can only speak with total lost and no one is there so they will reach out to my by Monday. This has been going on for over a month. I am behind in all my bills, I have no transportation for my child and I to get her to and from school. I have been out on antidepressants since all this has been going on and this insurance company hasnt tried to give me any information I need or hasnt tried to send my check to me next day or anything. Direct auto sends checks through regular mail which could take up to **** business days. I have been waiting since on a check since September 6,2023. Please help me. They dont have a corporate for me to file a complaint nor do they have any supervisors that will help resolve any issues. My claim number is **********

  

  Business response

  09/28/2023

  This complaint should be directed to the customers insurance company which is Direct Auto since this is a claim issue.  Oxford is not the insurance company but rather an insurance agency that dont handle or pay claims.  I have reached out to Direct Auto to get their response and below is their response.

  Cal,
  
  I apologize for the delay getting back to you as I am just back in the office today. It appears that we issued a total loss check to the insds home address listed when they would have liked it to go to their PO BOX. I have requested a stop pay on the check and we will reissue once that stop pay has cleared which should be by tomorrow.
  
  ***********************
  Physical Damage Manager
  Direct Auto Insurance Company,part of the Nodak Mutual Group
  Main: **************
  Office: **************
  Cell: **************
  ************************

   

  Customer response

  09/28/2023

   
  Complaint: 20643561
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************;

  Still havent been contacted by the supervisor over the total lost division and I didnt get reimbursed back the money for my rental I paid for out of pocket. 

  

  Business response

  10/02/2023

  As stated in the previous response Oxford is not the insurance company and can't settle claim issues.  The complaint should be directed to the insurance company Direct Auto.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So Ive been a loyal costumer with this company for a while now and I came across a post from an Oxford insurance employee stating that she loved having access to the Secretary of State system at work, now I know your address and the car that you drive isnt yours basically violated another costumers privacy. Ive currently canceled my policy with them. It is unprofessional and ILLEGAL to do that

  

  Business response

  07/11/2023

  Oxford Insurance has received this complaint, and investigated it immediately.  As an agent licensed by the State of ********, Oxford and its licensed agents have access to the Secretary of State ******** Insurance Verification System. Oxford abides by the state guidelines and the Privacy Act to make sure customer information is protected, and not shared.  Oxford does not condone the type of behavior displayed on social media included in this complaint, and as a result, has taken swift action to remove the employee from employment at Oxford.
  
  We absolutely take this very seriously, and we sincerely appreciate you bringing this matter to our attention.
  
  As of Friday (June 30th) , ***************************** is was terminated from the company
  
  

  Customer response

  07/12/2023

   
  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

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday, May 13, 2022 at approximately 1:45pm, I arrived at your location on 159th & Halsted to pay my auto insurance. Although I could see the computer monitor on, and a purse on the desk, there was no one to buzz me in therefore, I started calling the office to which no one answered. At approximately 1:55, a young lady came from the back, waved me off, shut off her computer, set the alarm, locked the doors and told me the office was closed. It is my understanding that that location closes at 2:00pm on Saturday, not 1:55pm (even though I had been standing there and calling since 1:45 p.m.) Your cameras which are everywhere will verify that. Once out of the office I asked the young lady why she didnt open the door after coming from the back, she stated I had to use the bathroom. My response was yea, but you were out of the bathroom before 2:00p.m. and there was still time to accept my payment, as a matter of fact it is just now 2:00pm. She stated that I was yelling at her, got in her car and drove away.On Saturday, May 21, 2022 at approximately 12:15pm, I arrived at that same location to be told by the same representative that her boss told her not to let me into the office because I threatened her and that if I showed up, she was to call the police. NEVER did I threaten her but that is not why I am writing. After researching other locations, I went to a location in ************, ******** (approximately a 10 minute drive). Once at that location, the representative could not access my file because the agent at 159th and Halsted was in my file. The agent in ************ on ****** called the office at ************ and the agent said I am getting out of the file now. I did not give the agent at 159th & Halsted any identifying information because she would not service me therefore, I did she obtain my personal information to access my file. To use my personal information without my consent or giving same to her constitutes identity theft. Furthermore, with all of the customers that Oxford Auto Insurance service on a daily basis, how was that representative able to access my file without me giving her any information?

  

  Business response

  05/31/2023

  We have discussed this customers complaint with the office the complainant went to for making a payment and as a result the agent was reprimanded by a write up for not being customer friendly and understanding.  At Oxford we pride ourselves in giving great customer service and always try to correct a mistake or address a circumstance where a customers experience was not satisfactory.
  
  As far as our agent accessing her file, all agents have access to the customer data base during business hours. The agent at the policy origination location didnt close out her account which is why it couldnt be access by another agent.  Our customer information is secured and closed out every night after hours.
  
  Oxford upper management has contacted the complainant to help rectify the issue, and is actively working to address the complainants desired outcome.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a newer car insurance policy with this company. I then had a court appointed name change. I took the certified court order into my local **************** for my policy to be updated. I was denied. Per *******, I would have to be treated as a new customer meaning a new down payment. My down payment was made less than a month ago. With a certified court appointed name change, I've been denied that right.

  

  Business response

  12/19/2022

  The decision to change the name on an existing policy is not Oxford Insurance decision.  This request was made with the customer's ********************** company (Direct Auto) who requested a new application based on the name change.

  We have spoken with the customer to work out a solution by giving her some credit on the new policy written.  She was satisfied and wanted to drop the complaint. 

   

• Initial Complaint

  10/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started my insurance policy with Oxford in august . I payed for liability and sr-22 insurance . Its now October and I called them on the 16th to report that I was in an accident and a week later I receive a letter in the mail stating that my policy is cancelled because I didnt report that I do Uber I wasnt even given a chance to undergo a new policy with them . They literally just cancelled my policy and now Im driving around not knowing if my insurance is active until further notice or whatIve called Oxford auto and American alliance and neither were and help . I would like a full refund on everything I paid to them since I only was insured for 2 months before getting cancelled .

  

  Business response

  10/27/2022

  A policy was issued effective 7-31-22 through the insurance company American Alliance who null and voided the policy do to misrepresentation.  A full refund in the amount of

  $693.74 was credited to a new policy issued by First ******* Insurance effective 10-27-22 per clients request, that would insure customer for her uber usage and SR22.  Attached is

  the new policy Declaration and payment agreement with the full refund of $693.74 credited as a deposit.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had bought an insurance policy from Oxford insurance group I paid them a down payment of over ****** I paid the first month which they had told me was going to be ****** a month for 2 vehicles after that I get a cancellation letter from them stating that they are dropping me from the policy I called and they told me that the insurance didnt want to cover my vehicles so I found insurance else where on April 14th I called and asked what would happen to the down payment I had given a month prior they told me on April 14th that ***** days I would receive my refund in the mail. On April 18th Oxford called me stating the insurance company decided they would keep me if I paid an additional ****** I told them that I had found insurance with another company and she said okay are you sure bc they are saying theyll keep you and I said no Ill be waiting on my down payment refund today is June 21st and I called inquiring about my refund and Oxford rep stated that they told me I had to come in to cancel my policy?! HOW AM I SUPPOSED TO CANCEL A POLICY THAT I DONT HAVE ** THEY DROPPED ME? WHEN THEY ASKED ME TO COME IN AND PUT ADDITIONAL DEPOSIT I SAID NO THANK YOU. SO THEY PRETTY MUCH STOLE MY DEPOSIT AND ESPECIALLY IN THESE HARD TIMES ITS NOT FAIR AND UNPROFESSIONAL. A BUNCH OF SCAMMERS I WOULD NEVER RECOMMEND ANYONE TO GO WITH OXFORD INSURANCE GROUP.

  

  Business response

  06/27/2022

  A policy was issued effective 2-17-22 through Direct Auto Insurance for a $2,736.00 premium, but after the company Direct Auto ran the driving record it showed 4 claims that increased the premium by $2,442.00 and later made an adjustment on the claim charge that produced a credit of $690.00.  This was why an additional down payment was requested.
  
  Subsequently the policy cancelled on 5-5-22 for non payment of premium and the company issued a credit of $3,636.00.
  
  Client was insured starting 2-17-22 thru 5-5-22.  Below is a breakdown of the charges and payments.

  
                                 Premiums                           Payments
  
  Original Premium           2,736                                779.40
  Addl Premium               2,442                                219.38
  Surcharge Adjustment     -690                                  24.40

                                     4,488
  Less Cancellation         -3,636
                                                                                ____
                    Total            852                               1,023.18 

  
  
  Net Balance refunded to customer
  with a check # *********************************************************************************************************************************************************************************
  
  Attached are supporting documents
  For *******************************
                                            
  

  
  

  Customer response

  06/28/2022

   
  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

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim number: ***** My name is ***************************** and I would like to file a complaint against Oxford Insurance company located in ********, ********. On March 11, 2022, I was involved in a hit and run accident that resulted in my car being undrivable. Immediately after the accident, my father rushed me into the ******************** due to my arm being sprained after the collision. Once my father returned to the scene, my car was towed by the ***************************** because it was located in the middle of the intersection. According to the ****************************** they are obligated to tow vehicles within 45 minutes after a car accident has occurred. While at the *** I called my insurance company to put in a claim for my hit and run accident. Due to it being a Friday evening, I was unable to obtain much information from them due to them closing at 4:00 P.M. That following Monday, I contacted them again in regards to my accident, and was told that I had to pay to cover the tow fees and they were not responsible for paying them. Originally, the price was $1200, but I only had $900 to give them. After paying the tow fee, it took them several days to get my car from the tow lot although they had claimed to have it picked up within ***** hours. From that point on, I am still without my vehicle. It has been nearly 3 months since my car accident. One month after the accident, I had to quit my job because I had no reliable means of transportation. I am also currently enrolled at ***************** pursuing my Masters in Science of Nursing. I have had to miss over 12 hours of clinical time due to not being able to commute from ***********, ** to ************************* located on the Northside of *******. They have forgotten to put in claims on several parts that were needed to repair my car which took weeks for them to receive which included my airbags and windows that needed to be replaced. Due to the limit, I will continue my complaint in an attached file.

  

  Business response

  05/27/2022

  Please be advised that Oxford Auto Insurance is not an insurance company but rather an insurance agency that don't handle or pay claims.  This complaint is do to an auto insurance claim with the complainant's insurance company Direct Auto.  There is a claim set up for this loss under claim #***** and have attached the claim file.  I have also advised Direct Auto of the complaint.  Please direct this complaint to Direct Auto Insurance Company

   

  Thank you,

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