Business Profile

Insurance Companies

Geico

Headquarters

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 20 complaints handled through our conciliation process.

Complaints

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

Customer Complaints Summary

2,701 total complaints in the last 3 years.
944 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/22/2025
Type:Product 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 am filing a complaint against Geico for charging me six months of insurance premiums on a vehicle that was totaled.After the total loss, I contacted Geico to cancel the policy. A representative advised me to keep it open to avoid a possible reinstatement fee later. However, they did not explain that I would continue to be billed, nor that no refund or credit would be applied. Because insurance companies often refund unused coverage or apply it to a new policy, I assumed the same would happen here.The vehicle was no longer drivable or insurable, and I did not receive any service during those six months. I believe this was a misrepresentation by the representative, and I would not have kept the policy open had I been fully informed of the cost.Resolution Requested:A full refund of premiums paid after the vehicle was totaled A written explanation of why the representative did not fully explain the consequences of keeping the policy open.
Business Response
Date: 08/05/2025
Please see the attached response. Thank you.
Customer Answer
Date: 08/05/2025
[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: 23639576

I am rejecting this response because:
The letter from Geico is referring to hypothetical situations that someone, might keep a policy open. They are not responding to my very specific situation. In addition, when the policy was closed in May, why was I forced to pay the rest of the premium when at this point we had discussed that I do not have the plates or car and I was just paying because I was advised to do so. I was told I had to pay the rest of that policy in order to get insurance on my new vehicle. Geico is not acknowledging that my plates were destroyed on the date of the accident but because I was not informed, I did not know I had to return them. The NYC *** had no problem backdating the date of my cancelled registration and date of plates return was also backdated by the *** because I provided sufficient proof. They are not looking at the facts. There was no car, and no plates to insure. I was advised by them to keep it open to save me money. (Not any of the possible reasons someone would keep there policy open.) Geico is not providing information in good faith and will not even speak to me on the phone. I received no goods or protection from Geico so why should I pay the price for a policy that is void because the car is no longer in existence.

Regards,

Tradyann Cosumano
Initial Complaint
Date:07/22/2025
Type:Billing 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.
This business claims that I had an at fault accident on April 20, 2023. This is not true; I contacted various sources to confirm this. On 07/18/2025, I called Geico to question why I had 2 accidents on file. They told me that on 04/20/2023, I had an at fault accident, which is untrue since I was not driving, did not have a car, and was uninsured at this time. I asked for more information regarding this accident, and they said I will have to get more information from previous insurers. I then called Progressive, who had confirmed that I had no accident at this time as they checked my accident history within the last 5 years. I called Geico back to dispute this, but they said this accident information was given to them at the time we had applied to their policy. This was not true as we were told by Geico of this accident. They denied the possibility of resolving this with someone over the phone, so they rerouted me to email **************************** with the details of this discrepancy. I didn't hear back, even though I was told they usually respond within 36 hours. I called Geico again on 07/23/2025, and they confirmed that my email was noted the day prior, and the reason I have this discrepancy is from my **** report. They stated that the **** report comes from the *** or the applier at the time of application. They told me to get a driving report, which would require a fee to obtain, or to get paperwork to confirm there was no accident on file. I had called Progressive and LexisNexis who both confirmed no 2023 accident, and would send an accurate report within 2 weeks. I am suspicious as to why Geico is falsely accusing me of getting in an accident that is highering my premium, and their dismissiveness in trying to resolve this issue as soon as possible. Even though I tried to explain their **** report was a mistake because 1)my record does not indicate this accident and 2)we did not disclose this accident when applying for the policy, they refuse to fix this issue.
Business Response
Date: 08/01/2025
Good afternoon, please see attached response. Thank you.
Customer Answer
Date: 08/04/2025
[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:07/22/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a very **** customer of ********************************************* for over a decade. I have never had an accident nor DUI. I havent even been cited for a traffic violation since early 2018. But yet when I contact Geico through their mobile app to ask about lowering my insurance, the agent named ****** *. simply says, add more items like property insurance and bundle. What the heck. No support for long standing, loyal customers, No real support for military. Their military plan is to offer their monthly payments into **** separate payments, no discount. I pay more for car insurance on a newer, safe SUV than I do for my phone bill with 4 lines. IT is outrageous and they refuse to actually help.
Business Response
Date: 08/01/2025
Please see attached response.
Initial Complaint
Date:07/22/2025
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.
refer to attached letter refund after cancellation
Business Response
Date: 08/06/2025

August 06, 2025

BETTER BUSINESS BUREAU
*****************************
********************-3404

Attention: Dispute Resolution Team

Complaint ID: ********

Dear Dispute Resolution Team:

We have received your request for assistance on behalf of the above referenced file.

In accordance with the California Insurance Code, refunds from unearned premium resulting from a policy cancellation must be sent within 25 days from the date of cancellation.

On June 03, 2025, the policy was cancelled effective June *******, at the insureds request. Our records confirm that a refund of $268.27 was issued directly to the insureds Master Card account ending in 8770, on June 03, 2025.

We regret any difficulty our insured may have experienced in reaching us and hope this information has provided clarification. If you have questions, you may contact ******************************.

Sincerely,

GEICO Consumer Executive Office

Customer Answer
Date: 08/18/2025
I called you last week. I found Geco Insurance refunded my difference $268 my month of June on my credit card. Many thanks for our help. Have a great day.
Initial Complaint
Date:07/22/2025
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 recently purchased a new car and added it to my Geico insurance via phone. I was told my billing would increase $20/mo to $272/mo and my new cards will be emailed. However, the agent didn't mention I would be charged a pro-rated amount before my cycle end date and/or educate me on checking spam/junk email folder for any additional info. Today 7/22/25 I checked my Geico app as I knew my billing due date was upcoming and wanted to see if anything had changed. It did, my current statement is now $307. I contacted Geico via mobile app in regards to the increase and to justify the reasoning, The agent ****** V was of no help, and just tried to justify her colleagues miscommunication and blamed me for not checking my junk/spam email folder even though I wasn't told to do so for billing purposes just for my new cards. I requested to speak to a supervisor, in which the supervisor was extremely rude, didn't take any accountability for the miscommunication and only wanted to push me to filing a complaint to agent supervisor for the 1st ******* mishap. I'm not vindictive and wish no harm upon anyone to be punished an/dismissed from their position. I only wanted someone to take accountability, justify the pricing and offer help regarding this billing statement. The supervisor abruptly ended the chat. Unsure if I want to remain a loyal customer after nearly 10 years with bundled insurance.
Business Response
Date: 08/08/2025
Please find our complaint response attached, 23637155.
Customer Answer
Date: 08/11/2025

Complaint: 23637155

I am rejecting this response because:
Its highly unacceptable the billing wasnt addressed with the pro-rated charges from the beginning OR I wouldve waited to add the vehicle onto the policy. Ive been a customer for nearly a decade and wasnt educated appropriately, I will hold you accountable for this mishap. I never mentioned a word of reimbursement, but I will ask for a credit on my account for dropping the ball and ensuring I understood the billing. My next step would to move forward with the the FL Attorney General and/or FL CFO as this isnt right, someone should be held accountable.

Regards,

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

Business Response
Date: 08/28/2025
Please find our complaint response attached
Customer Answer
Date: 08/31/2025
[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: 23637155

I am rejecting this response because:

Regards,

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

Customer Answer
Date: 09/02/2025
Completely dissatisfied with the companys lack of remorse or accountability for s******* with me and other customers. They havent been properly trained in customer service or knowledge of service. Disgusted to no end. Please be cautious as your deal with them.
Initial Complaint
Date:07/22/2025
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.
7/10/25- I called geico to update my policy upon leasing a new vehicle. Their customer service *** took my credit card info and opened me a new policy and sent me an official geico email with my new policy info. I come to find out that the employee applied the payment to a third party llc, which I have shown on my credit statement, never applied it to the policy, and stole my cc info for further fraud attempts. Geico claims I owe them in full and a late fee now and is not offering to assist in resolve the issue, find the employee responsible, or help in anyway.
Business Response
Date: 08/04/2025
August 4, 2025

Dispute Resolution Team
Better Business Bureau
Consumer Affairs
***********************************
**********, *******;20005-3404

Re:       Complaint ***********

Dear ******************** 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 consumers concerns.

Our records indicate the transaction that occurred on the complaints policy was done online via our website **************************.  The policy was accessed online on July 10, 2025, and a transaction was processed to replace the 2022 ********** Taos with a 2025 ***** XC40 effective July 12,2025. That same day, we received an e-check payment for $ $958.48 from a *************** Checking Account ending in *****. This payment was later reversed on July 16, 2025, for reason insufficient funds. On July 22, 2025,multiple payment methods were added and/or removed from the policy.

We understand our insureds concern with their credit card being charged by an LLC.  This payment was not made to or with a GEICO representative. We encourage our customers to contact their financial institution and dispute any unauthorized charges immediately.   In addition, a police report should be filed.

In addition, we strongly encourage our customers to immediately take several steps to protect themselves:

Please check the GEICO account activity and inform us if you discover any irregularities,unexpected changes, or suspicious transactions. If you see anything suspicious or want help reviewing your account, please contact us via this phone number:************** or by visiting ***************************************************************.

Please check other, non-GEICO accounts for suspicious activity and alert those companies directly if needed.

Avoid using internet searches to find login portals and instead bookmark our official website **************************.

Check that the website you are interacting with is correct by hovering above the *** to help ensure that it matches the correct site ***. Our website is **************************.

Never reuse account names and passwords across different websites or accounts.
As a ****************************************************** will never ask you for your online account password or authentication code.

If not done already, we would advise our customers to change their password and make it eight or more characters long with at least one upper case, one lower case, and one special character or number it must be a password that has never used before. Do not use this password for any other websites or accounts.

We trust this information is sufficient to allow you to close your file.  Please call **************, if you have any further questions.

Sincerely,

GEICO Consumer Executive Office
Customer Answer
Date: 08/08/2025
[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: 23635689

I am rejecting this response because:
Your response and every response we have received thus forth has been wholly insulting. Your systems have been compromised by fraudsters who then prey on your customers. Your inaction makes you complicit. The *************** account you mentioned is part of the scam here, we do not have any accounts with them, and we had to repeatedly request that account be removed from our systems.
We are still awaiting word from our banks about refunding us for this scam attempt, while in the meantime, the fraudster has attempted yet again to receive more payment from us, once our banks reached out to their *********'s to inquire about the fraudulent charges. I received a call the other day, 8/6/25 at 11:46 am from a ********, ** number: *****************, a random ****** generated number, who was in fact the same fraudster is spoke with initially back in July- he proceeded to tell me i needed to pay again (since assumingly the banks were working on recouping the initial fraudulent payment). The fraud is ongoing and geico hasn't ever suggesting how they are going to protect their customers moving forward.
A monetary discount on our our policies would be the only acceptable response here. I've been a customer with ********************** for over a decade and reluctance and actual resistance to do anything by your customer support and account managers is disgraceful.
I'd like to be contacted directly by someone with some authority at Geico. we'll gladly take our business to *** if this isn't resolved in some manner.
The least GEICO could do would be attempt to shut down this fraudster. you have their alleged account number via ***************. figure it out.

Regards,

***** ****
Initial Complaint
Date:07/21/2025
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.
Made a double payment for May and June to Geico and was told it would cover both May and June. I received a notice today in the mail that my policy was canceled and that I owe 344.** for insurance coverage until the cancellation date (6-29-2025) today was my first notice I received from Geico about a billing issue. When trying to contact Geico to speak to a representative I basically get told by an AI bot that theres nothing that can be done until I pay and theres no policy under my name. Im not paying something I paid them for already.
Business Response
Date: 08/05/2025
please let us know if you have any questions.
Initial Complaint
Date:07/21/2025
Type:Product 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 am writing to formally file a complaint regarding the handling of my request to remove auto pay from my policy and the poor customer service I received during multiple calls.On July 8, 2025, I contacted Geico and spoke with a representative who assured me that auto pay had been removed from my account. However, on July 17, 2025, I received a GEICO ALERT stating that $204.83 would be deducted from my account via auto pay.Concerned, I called Geico again on July 17 and spoke with a representative named *******, who informed me that auto pay had not been removed. I then requested to speak with a supervisor and was connected to Ms. ****** She confirmed that auto pay was still active and the amount had already been deducted. When I asked her to review the call recording from July 8 to verify the previous representatives statement, she said a subpoena would be required.I also requested to speak to her manager. Ms. ***** stated that she did not have a manager, which I know is inaccurate. When I pressed further, she finally said a manager would call me back shortly, and then abruptly ended the call.I was extremely disappointed by Ms. ****** dismissive and rude behavior. She repeatedly implied I was mistaken about the previous conversation and made no effort to resolve the issue courteously. This interaction, combined with the initial misinformation from the first representative, reflects very poorly on Geicos customer ********** a customer of over six years, I expect a much higher standard of service. I request:A review of the call recordings from July 8, 2025, and July 17, 2025 to verify the information I was given.An explanation for why my initial request to remove auto pay was not properly handled.Appropriate coaching for the employees involved to prevent similar experiences for other customers.A refund or appropriate resolution regarding the unauthorized deduction of $204.83.I would appreciate a prompt response to this matter.
Business Response
Date: 08/01/2025
July 30, 2025
Dispute Resolution Team
Better Business Bureau of Metro
************* & ********************

RE: Complaint ID: 23631246

Dear Dispute Resolution Team,

Thank you for your recent inquiry dated July 22, 2025. I welcome the opportunity to discuss the complainants concerns. We have not included any personal identifying information in our response as the Better Business Bureau has requested.

On January 12, 2025, the complainant's renewal documents were sent and advised of the renewal effective February 16, 2025, with a six-month premium of $1,219.74. We sent the complainant the following automatic payment (Auto Pay) schedule:

Jan-16-25 $189.24 (payment owed towards prior six-month period)
Feb-16-25 $204.71
Mar-16-25 $204.80
Apr-16-25 $204.80
May-16-25 $204.80
Jun-16-25 $204.80
Jul-16-25 $204.83

On June 13, 2025, the complainant contacted us regarding the June 16, 2025 extraction, and inquired about a payment arrangement for this payment. The complainant agreed to temporarily pause Auto Pay for the month of June to prevent the June 16, 2025 extraction from occurring. Our records indicate that we advised the complainant that Auto Pay would resume in July,and that she could follow up with us in the event further payment assistance is needed. Because the June payment was not received, a cancellation notice was sent and advised the complainant she had until 12:01 a.m. on July 3, 2025, to remit the June 16, 2025, payment to avoid cancellation of the policy. On July 2, 2025, we received the payment of $204.80, which rescinded the cancellation notice.

According to our records, on July 6, 2025, the complainant went online and processed a payment of $204.83, which covered the July 16, 2025 payment and cancelled that automatic extraction. On July 8, 2025,the complainant contacted us regarding the payment from July 6, 2025, and advised that she did not authorize this payment, and requested a refund.However, on July 10, 2025, the payment received on July 6, 2025, was returned by the complainant's financial institution as a stop payment was placed on this payment.

On July 17, 2025, a member of our management team spoke with the complainant regarding her recent billing/Auto Pay concerns, and disconnected the complainant's policy from our Auto Pay program. If the complainant would like to reenroll in Auto Pay, she may complete this online or by contacting our **************** Department.

We have extensively reviewed the details and transactions that took place. It is important to note that we would be unable to process a refund to the complainant as the premiums recently received paid the policy to current and is for coverage provided under this policy. Any refund of premium owed to GEICO would cause negative equity under this policy. Rest assured, we strive for excellence and to ensure that our communication and customer satisfaction are our top priorities. Our chief objective at GEICO is to provide the highest quality service to our policyholders, and we sincerely apologize for any prior miscommunication regarding the billing information.

We consider this matter to be resolved and trust this information provides clarity and allows you to close this file. If additional assistance is needed,please contact us at ************************************** or ************, Monday through Friday, during the office hours of 8:00 a.m. to 4:30 p.m. EST.

Sincerely,

GEICO Consumer Executive Office

Enclosure
Initial Complaint
Date:07/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My mother died today. GEICO has been far less than helpful. When I called to remove her, I was told that the policy I initiated and have been paying for years is NOT in my name, but somehow in my mothers. *** refused to help, refused to transfer me through to a supervisor and hung up on me.
Business Response
Date: 08/04/2025
Please find our complaint response attached, ********
Customer Answer
Date: 08/07/2025
I now I am very clear that this business screwed up my account and quoted me incorrectly causing me additional duress during this time. The individuals that I spoke with that GEICO were incredibly uncaring when I called and the person that was supposed to requote my policy and put it under my name hung up on me instead of doing his job. That prompted this complaint to the Better Business Bureau for which I have received no resolution. So, of course, the business is response is completely unacceptable as it offers no resolution and no one has contacted me from the business as requested.

Complaint: 23630115

I am rejecting this response because:

Regards,

****** ****
Initial Complaint
Date:07/19/2025
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.
My automatic payment didnt go thru with a credit card that was on file that I dont possess. Im not sure what credit card they had because I dont recognize the number however, it may have been one debt was compromised and had to be replaced nevertheless, I attempted to make the payment the time was due on June 2, 2025 and it would not accept my payment so, I called the next morning because I couldnt reach anyone after hours and made the payment, however, they said I had to wait two days and call back because they couldnt get into the system to make the appropriate adjustments. I waited two days I called back and they told me the same thing. I waited two more days, called back and they share with me that I need to go ahead and get insurance from somewhere else however, they didnt tell me that until after the $200 fine was put in effect from the **** It also took them a few days to return the money so I wouldnt been able to get insurance till they return the funds anyway. I made three separate payments so, I believe theres one payment confirmation missing that I couldnt find.
Business Response
Date: 07/30/2025
See attached.

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Geico is NOT a BBB Accredited Business.