Complaints

This profile includes complaints for Geico's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Geico

  5260 Western Ave Chevy Chase, MD 20815-3701

• 

  Geico

  1 Geico Plz Washington, DC 20076-0003

• 

  Geico

  1 Geico Plz Bethesda, MD 20810-0001

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  Geico Insurance

  150 Andover St Danvers, MA 01923

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  GEICO Insurance

  710 West Ave Norwalk, CT 06850

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:12/01/2022

  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 chatted with Geico on 11/18 to inquire about my insurance policy. My husband and I was trying to set up autopay on our account and was told that a payment of 931 was needed to set up autopay. I informed the representative that I was previously told that once I made a payment of 731 then the system would allow me to set autopsy. The chat ended. My husband then called Customer Service and spoke to a different representative where he was told to change the payment plan my husband and I would need to make a payment of 168 on or before in order to make changes to the account. We asked the representative more than once if the information provided was correct because we are constantly receiving misleading information by several representatives within the same company. He assured the information was accurate and that he would document the information provided. We told the representative that we would call to make a payment 12/1. He said that it would perfectly fine. The call ended. I chatted with a representative 12/1 and provided all the background information and was told that the amount to satisfy was 230. She then proceeds to tell me that she doesn't know what the representative saw when they provided that information. I want to make sure that this does not keep happening to other customers. That is misleading and constantly being provided false information is not the customer's fault and the obligations should be honored because the company provided the information. This was also advertised on the website that in order to change the plan the amount due on 12/1 was 168 in order to enroll in that payment plan with autopsy. Again false advertisement.

  Business Response

  Date: 12/27/2022

  December 27, 2022 
  

  Dear Sir/Madam, 

  We received your correspondence regarding the above-noted complaint number. We have not included  any personal identifying information in our response as you requested. Thank you for the opportunity to  address the consumer’s concerns. 

  We have spoken with the consumer regarding the billing on the policy and explained the billing on the  policy. The consumer understands and is satisfied. 
  We trust this information is sufficient to allow you to close your file. Please call Austen W******,  Complaint Underwriter, at (**** ********, if you have any further questions. 
  

  Sincerely, 
  Katie D******* 
  Manager 
  Customer Service

• Initial Complaint

  Date:11/27/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a loyal Geico customer. Based on my bank statements, Geico has been charging me for an additional fee for auto insurance in the amount of 249.34 (4/25/22), 283.28 (6/27/22-9/26/22), 252.03 (10/25/22-current). When I called about this issue none of the agents could see the amount that was being charged in my account. They could only see my current policies : # ********** I pay $244.07, #********** I pay $154.18, and #********** paid in full. I am confused of how Geico is withdrawing additional funds from me and cannot trace it. I am wondering if some sort of fraud or scam is going on in the company. I would like a refund of all the money that was taken from me that is not attached to a policy that I currently have. I have attached three of the charges from different months from my bank statement as proof that this money is being taken from me. These charges go from 4/25/22 to now.

  Business Response

  Date: 12/20/2022

  December 12, 2022 

  Dear Dispute Resolution Team: 

  Thank you for recent inquiry dated December 12, 2022. I welcome the opportunity to discuss our  insured’s policy concerns. We have not included any personally identifying information. 

  On April 23, 2022, our insured went online, and removed the 2006 ***** ****** from the  policy ending in **** effective April 24, 2022. A few moments later, we created a separate  policy, ending in ****, for the 2006 *****, with the insured listed as the Named Insured, and  her son as an additional driver. That same day, a second policy was created, ending in ****, for  the 2006 Honda with her son as the Named Insured. Both policies were enrolled into monthly  automatic payments. 

  On December 4, 2022, our insured contacted us and notified us of the additional charges. We  found that two separate policies were created for the same vehicle, and we cancelled the policy  ending in 9876 effective the start date, April 24, 2022. On December 12, 2022, we processed a  refund to our insured in the amount of $2,136.05. 

  A member of our customer relations team, ******* ******, contacted our insured and she is  satisfied with the resolution. We hope this information resolves this complaint. If you need  additional information or assistance, please contact *** ****** at ********@geico.com or ###-###-####. Her office hours are Monday through Friday, 7:30 a.m. to 3:30 p.m. EST. 
  

  Sincerely, 

  Katie D******* 
  Manager 
  Customer Service

  Customer Answer

  Date: 12/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:11/23/2022

  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.

  Cannot reach customer service in order to gain access to account. Am locked out and can't make my payment. Have tried for over a week. These links include documentation of my efforts and a letter describing what has occured. *************************************************************************************************  *******************************************

  Business Response

  Date: 12/19/2022

  
  December 14, 2022
  
  BETTER BUSINESS BUREAU
  1411 ST NW, 10TH FLOOR
  WASHINGTON, DC 20005-3404
  
  Complaint ID: ********
  
  Attention: Dispute Resolution Team,
  
  We received your correspondence, regarding the above noted complainant.  We have not included any personal identifying information in our response as the Better Business Bureau has requested. 
  
  On October 21, 2022, a reminder billing schedule was sent to our insured reminding her payment of $126.26 would be drafted from her Recurring Credit Card (RCC) on November 01, 2022. In accordance with the reminder bill, the payment of $126.26 was processed and declined by our insured's credit card issuer on November 01, 2022. Since our insured's October 01, 2022 and November 01, 2022, payments were both declined by our insured's credit card issuer the card was unenrolled from the RCC and a notice sent to her advising of the action. GEICO sent a Post Office Receipt Secured (PORS) notice to our insured on November 02, 2022, advising if payment of $126.26 was not received by November 18, 2022, the policy would cancel. GEICO offers our insureds many ways to process their payments such as but not limited to:
  the Interactive Voice Response (IVR) system, a customer service or internet agent, GEICO.com/GEICO mobile application, and some GEICO Field Representative’s Offices (GFR) also process payments. When no payment was received, the policy was canceled effective November 18, 2022. 
  
  On November 21, 2022, our insured initiated an online chat via GEICO.com/GEICO mobile application and advised an agent that she forgot her online username and password. Our insured further stated the information was stored on a laptop which she no longer had access to and her policy was going to cancel if she did not make the payment.  The agent informed our insured that her policy canceled on November 18, 2022. Our insured stated she thought the cancellation date was November 20, 2022 and was again advised that it was effective November 18, 2022.   During the online chat, our insured advised the agent that she was unable to access her email and provided a new email address and telephone number. The agent then offered to further assist our insured, but she became unresponsive and the chat was disconnected. Later that day, our insured initiated a chat with another online agent and advised that she lost connection on multiple occasions and her chat were disconnected. The internet agent asked our insured to provide a contact telephone number to reach her if her connection was lost and a one was provided. The agent then advised our insured that her policy canceled due to non-payment effective November 18, 2022 and offered to assist her with processing the payment and reinstating her policy moving forward. Our insured did not elect to proceed with processing a payment or reinstating her policy at that time. The agent then advised our insured that she would reset her online login credentials and once her policy was reinstated, she would need to establish a new login. The agent attempted to continue chatting with our insured, but she became unresponsive again and after several attempts of the agent trying to correspond, the chat ended. The internet agent attempted to contact our insured via the telephone but was unsuccessful. On November 22, 2022, an internet agent received a link reflecting our insured being unable to access her policy online due to the incorrect login credentials. Our insured advised that she did not recall her credentials and used her stored login from her laptop, which she no longer had access to. The agent again attempted to contact our insured via telephone to assist her but was unsuccessful and left a voice message. On November 23, 2022, our insured initiated a chat with two different internet agents who said that while trying to correspond with our insured online she advised her cellular telephone screen froze and she again became unresponsive and the chats ended.
  
  Upon receipt of this complaint, we have reviewed our insureds policy and transactions that have taken place. We were unable to identify our insured attempted to contact an agent via online chat in November or process her payment to continue her policy prior to the policy's cancellation on November 18, 2022. Since our insured's initial chat attempt on November 21, 2022, we have tried to assist her with her concerns on multiple occasions via the internet and attempted phone calls. In addition, several agents have attempted to assist our insured with processing her payment and reinstating her canceled policy moving forward but she has declined. According to the documentation and notifications received from our insured, her cellular telephone screen was freezing during online chat session, which would need to be addressed via her cellphone or wireless network provider. In addition, our insured stated that she no longer recalled her online login credentials which prohibited her from logging in. Our insured’s login credentials have since been reset. If our insured elects to reinstate her policy moving forward, she is able to contact an agent via telephone/online chat, or select GFR offices to process her payment (s) and proceed. Once this is  completed, our insured can establish new login credentials to again access her policy online.
  
  We appreciate the opportunity to address our insured’s concerns. Should the Better Business Bureau require any further information or documentation from GEICO, please contact Tia M. at ************ or **********@geico.com.
  
  Sincerely,
  
  Andrea B******
  Assistant Vice President
  Virginia Beach Regional Office

• Initial Complaint

  Date:11/17/2022

  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.

  I am unpleased with the way geico does business with its members. I recently found that for the month of November, geico pulled out nearly $600 from my checking account with no notification to me whatsoever. I called geico on Nov 14 to request my policy be canceled and that's when I found that I had been being charged $440 since May instead of the $335 I had been paying. Last time geico increased my premium, I was notified via email or text and I called them right away and the premium amount went back down and they retained my business. This time there was no notification, no mail, email, or text. They had all the incorrect information and I've called before to have them email me my insurance cards which i did receive. I'm a widow, I cannot afford their prices and they did not have my authorization to pull out more money than what was previously discussed with NO notification.

  Business Response

  Date: 12/02/2022

  December 1, 2022 

  Dear Sir/Madam, 
  

  We received your correspondence regarding the above-noted complaint number. We have not included  any personal identifying information in our response as you requested. Thank you for the opportunity to  address the consumer’s concerns.  
  

  We spoke to the consumer regarding their concern. We explained paperwork was sent to the e-mail  address on file. We did not have a record of a request to update the e-mail address and apologized for  any inconvenience that caused. We confirmed the policy was canceled per the consumer’s request and a  refund of unused premium was returned to their account. The consumer was satisfied with the resolution. 
  

  We trust this information is sufficient to allow you to close your file. Please call Christy H****, Complaint  Underwriter, at ###-###-####, if you have any further questions. 
  

  Sincerely, 
  

  Katie D. 
  Manager  
  Service

  Customer Answer

  Date: 12/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. Staff should be trained to ask consumers on each call if address, phone, and email are still current so that price increases are not a surprise and consumers have to option to go elsewhere if the increase is not affordable.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:10/31/2022

  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.

  On June 2, 2022, I willingly canceled my insurance with Geico after making a monthly payment on May 25th of $228.67. I spoke with 2 representatives, between May 26th-June 1st (only record of call) & on June 2nd. When I called on June 1st, I spoke to a blk woman who was very thorough with info as I asked multiple questions regarding canceling prior to the request. She let me know if I canceled, I would receive a refund from my recent payment of $185.00. The next day, June 2nd, I talked to a white guy who helped me cancel the policy but prior to, I also asked him the same questions about canceling my policy, consequences & payment refunds. He sd the same as 1st rep & sd if I started my policy with someone else, I wouldn't hv a lapse. While on the phone w the rep, he asked that I send a written statement to cancel which I did on 6/2 & he also confirmed, just like the 1st rep that the refund would be 185. They both confirm my id & state prior to giving me refund amount on a recorded line. A few days later, they refunded me $60 & sd that bc of my state, I wasn't entitled to the full refund amount. I then complained & tried to get supervisor support but nothing was done about the misinformation of money I was owed that they never refunded although the manager confirmed fault on behalf of Geico. End of Sept. I received a letter dated 9/19/2022 from the DMV that Geico sent a FS1 stating that my policy canceled on 7/19 & that I now had a lapse which is false. Due to the false fs1, I was unable to get a job & didn't even know I had this item on my background. I called Geico & 2 reps, Danyel & Jenna told me that the system automatically sends a FS1 although i made them aware i was canceling on June 2nd & going to a new insurance company. They auto sent a FS-1 falsely, with the date of 7/19 listed on the FS1 as the date I canceled. I told Geico that their business was horrible & i wouldn't be back & bc of it Geico has retaliated against me by sending false legal binding docs.

  Business Response

  Date: 11/18/2022

  November 15, 2022
  
  BETTER BUSINESS BUREAU
  1411 K ST NW, 10TH FLOOR
  WASHINGTON, DC  20005-3404
  
  Complaint ID: ********        
  
  Attention: Dispute Resolution Team,
  
  We received your correspondence, regarding the above noted complainant.  We have not included any personal identifying information in our response as the Better Business Bureau has requested. 
  
  On June 02, 2022, we received a written request to cancel our insured’s North Carolina policy effective June 02, 2022. According to our insured’s request the policy was canceled effective June 02, 2022. It is our process when a policy is canceled, for an automatic notification to be sent to the Department of Motor Vehicles (DMV) advising of the cancellation. our insured’s policy was to be effective May 26, 2022 through November 26, 2022.  In accordance with our policy contract, our insured’s policy was cancelled using the short rate factor provision. The policy contract was provided at the policy’s inception and most recently at the policy renewal.  GEICO’s Contract language, specifically outlines in Part F- General Provisions, in the Section labeled “Other Termination Provisions” the following:
  
  Part F – General Provisions – Other Termination Provisions
  3. If the Named Insured or a premium finance company cancels this policy, the premium owed or premium refund due will be calculated according to the short rate provision contained in our manuals
  
  Below is a list of transaction premiums and payments which resulted in the refund amount:
  
  Beginning premium 05/26/2022= $1,434.50 ($1,395.60+ $38.90) 
  Premium after the endorsement on 06/02/22= $1,412.37 ($1,434.50- $22.13)
  Prorated amount after cancellation = $1,207.89
  Premium after cancellation 06/02//2022 = $173.25 ($1,412.37- $1,207.89 - $34.23 recoupment fee +$3.00)
  Total payment amount = $241.99
  Total refund amount = $68.74 
  
  We have confirmed the refund amount is correct and it has been refunded to our insured’s credit card on file on June 03, 2022. We were unable to identify that our insured was advised of an alternative refund amount.  We apologize if there was any confusion regarding GEICO’s short rate provision to cancel our insured’s policy but it was canceled in accordance with our policy contract and the North Carolina Personal Auto Manual.
  
  Upon receipt of this complaint, we attempted to obtain the call referenced by our insured that occurred in June of 2022, prior to her canceling the policy. However, since recorded calls are retained for up to thirty days and we have exceeded that timeframe we were unable to do so.  According to our records, we spoke with our insured several times following the cancellation of her policy and confirmed the $68.74 refund amount was accurate for coverage provided through June 02, 2022. We apologize if there was any confusion surrounding the cancellation of our insured’s policy regarding the refund and/or notice of termination date but it was canceled in accordance with our policy contract and the North Carolina Personal Auto Manual.
  

  Our insured’s policy was previously canceled with GEICO on June 02, 2022, and remained canceled beyond the time specified on the termination notice of July 19, 2022. The termination notice is customarily sent to confirm current insurance is in place when another policy has canceled. The termination notice requested our insured provide her current insurance information reflecting coverage on July 19, 2022, which would confirm insurance was in place and avoid a lapse of coverage. Since our insured was not insured with GEICO at that time, verification of her current insurance would’ve satisfied their request. On November 15, 2022, we attempted to contact our insured to inform her of this and address any concerns but was unsuccessful and left voice message.
  
  We appreciate the opportunity to address our insured’s concerns. Should the Better Business Bureau require any further information or documentation from GEICO, please contact Tia M. at 757-301-3749 or **********@geico.com.
  
  Sincerely,
  
  Andrea B************
  Assistant Vice President
  Virginia Beach Regional Office

• Initial Complaint

  Date:10/29/2022

  Type:Billing 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 applied for a Geico Auto Insurance policy for a new vehicle that I planned on purchasing through ******. I did not end up purchasing the vehicle, so I requested that Geico cancel my policy immediately; since there was no coverage provided, as I did not purchase the vehicle, my account balance should be $0.00. Geico continues to send me invoices for auto insurance that was never provided, and refuses to close out my account. They are now threatening to send the account to collections, even though I did not have insurance.

  Business Response

  Date: 11/08/2022

  November 8, 2022 
   
  BBB of Metropolitan Washington DC 
  and Eastern Pennsylvania 
  1411 K St. NW, 10th Floor 
  Washington, DC 20005-3404 
  
  Attention: Dispute Resolution Team
  
  Re: *************************
  Case ID: ********
  Policy#: **********
  
  Dear Sir/Madam:
  
  This will acknowledge receipt of your November 5, 2022 inquiry regarding the above referenced private passenger automobile insurance policy. 
  
  Our records show that after receiving an electronic check payment in the amount of $279.59 via GEICOs website on July 29, 2022, the above policy was established effective July 30, 2022 in the name of ******************************* to insure a 2022 ******* ******.
  
  On August 5, 2022, ************** contacted GEICO and requested to cancel the policy effective July 30, 2022. The policy was cancelled as requested, and a full refund for $279.59 was issued back to **. ****** account on August 6, 2022. However, GEICO was notified by **. ****** bank on August 9, 2022 that her initial payment for $279.59 was not honored due to insufficient funds. Therefore, the policy reflects an outstanding balance of $299.59 for the amount she had already been refunded, plus a $20.00 returned payment fee. On October 27, 2022, the outstanding balance was referred to a credit collection services vendor since ************** did not respond to our companys attempts to collect the outstanding earned premium.
  
  If you require further assistance with this matter, please contact the undersigned at ************. 
  
  Sincerely, 
  
  Maria O*******;
  Executive Office 
  

• Initial Complaint

  Date:10/27/2022

  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.

  Hi, I had moved to a new address in January 1st 2022 and have a lease agreement to prove this. That lease agreement has been attached to this complaint. I am requesting my policy address change to be backdated to 1/1/22 as Ive been charged higher premiums from January 2022 through October 2022, and this is unacceptable. There is a clear document that proves I have been residing at this address throughout 2022. I tried calling in about this only to be spoken to rudely by ****, who literally decided he can end the call on me after just getting on the phone as a supervisor. Very unprofessional. You can listen to how he was rude and ready to hang up the phone on me when I was asking if writing a letter to corporate would help. How about is there anything else I can help you with next time?! The response he got was justly appropriate. You can listen in here. *********************************************** I would recommend looking into this and getting my policy adjusted or I will have to consider moving my business elsewhere.

  Business Response

  Date: 11/18/2022

  November 18, 2022
  
  BETTER BUSINESS BUREAU
  1411 K Street, NW, 10th Floor
  Washington, DC 20005-3404
  
  Attention:        Dispute Resolution Team
  
  Regarding:      ****************
  Complaint ID:  ********
  
  Dear Dispute Resolution Team:
  
  We have received your request for assistance on behalf of ****************. A response to ************** has been sent via United States Post Office mail. 
  
  Sincerely,
  
  Karen D********
  Assistant Vice President
  GEICO General Insurance Company

  Customer Answer

  Date: 12/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I have submitted the documentation Geico requested of me to the email address provided in their letter forwarded by the BBB. This email was sent today 12/28/22 at 7:20am and a copy of this email to Geico has been attached to this response. I have also provided the supporting documentation to backdate the adjustment to my address on my Geico policy # ********** to this response as well. The reason I am rejecting this response is because the matter still hasn't been resolved. Geico still needs to review the documentation and backdate the adjustment to my address on my Geico policy in order for me to consider the matter resolved to my satisfaction. Please continue to keep this complaint open so that I can respond once we hear back from Geico after they've reviewed the documents provided with an acceptance or rejection to their final resolution.
  
  Regards,
  
  ****************
  

  Business Response

  Date: 01/18/2023

  January 18, 2023
  
  BETTER BUSINESS BUREAU
  1411 K Street, NW, 10th Floor
  Washington, DC 20005-3404
  
  Attention:        Dispute Resolution Team
  
  Regarding:      ****************
  Complaint ID:  ********
  
  Dear Dispute Resolution Team:
  
  We have received your request for additional assistance on behalf of ****************. We would like to confirm that we previously received the documentation our insured provided. On 01/03/2023, the policy was updated to backdate the adjustment to the address effective 01/01/2022 and the premium was adjusted accordingly. That same day, an email was sent to the insured confirming this information. Additionally, the updated policy paperwork and billing information is available via our insureds online account.
  
  Sincerely,
  
  Karen D**********
  Assistant Vice President
  GEICO General Insurance Company

• Initial Complaint

  Date:10/25/2022

  Type:Billing 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 been with Geico for some time and have been paying too much for a car not far from being 20 years old. And the people I have referred to Geico seem to be getting far more better rates than myself. So recently I inquired about changing the policy and requested a change so that it would be more affordable being that I am currently out of work and have been unable to make large payments on a fixed income while taking care of an autistic child. The representative told me he would handle it. Mind you I called once before regarding a change to my policy to make it affordable. Nonetheless, I called a few days ago to make an arrangement to try and catch up on my policy and avoid cancellation and was advised that my policy never changed and that they were only quotes and I was told that I could not make partial payment because I was behind 2 months and neither could the policy be changed until I make full payment. Well I was going to pay one month and make arrangements for the next month but I was told only full payment was needed to avoid cancellation. Im addition no one made an effort to help me. Ive been a customer for a long time and I have had some financial setbacks and need some more time because I need to be able to drive as a caregiver of an autistic child as well as caregiver to small children that rely on me. I didnt ask for much but was quickly denied partial payment and a reduction in the premiums that should have taken place as I called in previous occasions. In addition, I know for a fact, others Geico has helped yet its unfair that Geico chose not to help me when I have been with Geico for a long time. I feel like I was discriminated against. Geico should be consistent. If they help others help them all.

  Business Response

  Date: 11/11/2022

  Please see attached response.

• Initial Complaint

  Date:10/14/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have my *********** policy with Geico, and always pay in full when the bills are received ever since using Geico since 2013. The issue is with the auto policy, (6 month premium/$575.60). It was paid in full on May 2, 2022. We also turned in Defensive driving certificates in March '22 for ******* wife to receive a discount for the May to Nov premium, which was applied. We also submitted forms via Geico instructions to email forms to decline Underinsured Motorist Coverage/Uninsured Motorist Coverage/Medical Payment Coverage, which was emailed on 4/20/22; I received confirmation from Geico underwriters office that those would be removed from the policy. On 7/28, received a $124 bill saying "policy change". I called Geico **************** line and spoke with ***** on 8/1/22 and she spoke with ****** (supervisor), and they agreed it should be removed, and was Geico's error. In Aug 6,2022, I get a bill saying I owe $115.44, again referencing a policy change which never happened, no changes to any vehicles. I called ******************* (local agent) and sent emails, inquiring about their mistake, all of which have gone unanswered, with the most recent on 10/7/22. I called the 800 Geico **************** number and they too agreed a mistake has been made, but "don't know how to fix it", and say they will "escalate the issue" to get resolved. On Oct 10. '22, I get a cancellation notice from Geico saying I owe them money, but they can not explain why. The local agent, *******************, doesn't call or answer any emails I have sent. I thought he was an advocate for me for Geico Corporate/**************** own mistake, but it's proven to be otherwise.Geico letters indicate we were on a "4 payment plan", when we are truly not, as the next document says we are on a "pay your policy in full". Someone has seriously screwed up in accounting and needs to be accountable.Any visibility you can bring to this issue would be greatly appreciated, so others don't have to go through it.

  Business Response

  Date: 11/08/2022

  see attachment

  Customer Answer

  Date: 11/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Despite inaccuracies in their response letter, I am happy to see that GEICO decided to accept accountability for their errors, even the agents continued to blame me for alterations I made with my policy, which is a complete fabricated lie; it's too bad that they wouldn't be accountable until I pursued a complaint against them with your organization.  I tried at least a dozen times reaching out directly to the local agent, *******************, who was supposed to be my advocate, and he has still never contacted me concerning this matter.  Due to his lack of concern, I will never be a GEICO customer again, nor will any of my "Circle of Friends"; social media is a powerful tool.  Geico's careless behavior and lack of attention to this matter is completely unacceptable, and if I knew who *****************'s reported to, I would file a complaint with them as well.

  
  

  I do commend the BBB for being there to assist people when there are no other alternatives, when the 'Big Elephant' in the room thinks they can do whatever they chose.  I certainly give the BBB a "10" for their assistance.
  
  Regards,
  
  ***************************