Complaints

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• Initial Complaint

  Date:06/16/2023

  Type:Order 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.

  Dear ***/*****,I am writing to file a formal complaint against Admiral Insurance Brokerage Corp regarding a highly unsatisfactory experience I had with their services. Despite my attempts to resolve the issue directly with the company, they have been unresponsive and unwilling to address the problem. Therefore, I kindly request your assistance in resolving this matter.On March 28, 2023, I purchased a new ***** CX-5 in **********. A broker from this company contacted me, claiming to provide a lower car insurance price through Progressive. As a new driver who obtained my driver's license just last November, securing affordable insurance was crucial. The broker offered me a quote of $2522 for a six-month policy with Progressive, a significantly lower rate compared to other insurance companies that were quoting me more than $5000 for the same duration.However, the broker mentioned that in order to proceed with this discounted rate, I would need to pay a referral fee of $408. Given the substantial savings, I agreed to pay the fee and signed the Progressive policy. Consequently, I was charged a total of $2930 on March 2023.To my dismay, on May 28, 2023, I discovered that Progressive had charged me an additional $2836, attributing it to a supposed policy change. This unexpected charge left me confused and concerned about the integrity of the services provided by Admiral Insurance Brokerage Corp. Regrettably, my attempts to engage the company in resolving this matter have been met with indifference and lack of accountability. Despite having paid the referral fee of $408, they refused to take any responsibility and simply instructed me to contact the insurance company myself. This dismissive response showed that they have charged me without providing the promised services, amounting to a clear case of deception and scamming.I would appreciate your help and get refund of the referral fee because they didn't provide anything to me.

  Business Response

  Date: 07/19/2023

  To Whom it May ************* am writing in response to the complaint filed by ***************** on 6/16/2023 (Complaint ID#*********. I apologize for the delayed response, as we are a broker and not the insurance company responsible for her policy. Please note that the notice provided by ***************** indicates that the policy was insured by Progressive Insurance Company, and we are identified as the broker below that.  This means there was some additional legwork necessary to obtain the information being requested.
  It is important to clarify that Progressive Insurance Company, not Admiral Insurance Brokerage, was responsible for the premium increase. We had to communicate with Progressive Insurance to gather relevant information regarding the reason for the car insurance premium hike. Additionally, I personally attempted to contact the client's husband, *********************, on 7/7, but he indicated a lack of English proficiency and directed me to speak with his wife, *****. When I contacted *****, she also stated that she did not speak English and asked if a translator was available. Unfortunately, as a small company, we do not have a translator on staff.
  I am the Vice President of Admiral Insurance Brokerage, and I took responsibility for the internal investigation of *****'s complaint. My finding is that we have no record of *****'s attempt to communicate with anyone from our office seeking a refund following the increase of her premium by Progressive Insurance Company. I did however find out that she was communicating directly with Progressive Insurance Company. The reason the insured's premium went up based on the original quote was because some of the personal information she provided was identified to be inaccurate. Numerous communication notices were sent to Youyu beginning March 29th (1st day after the policy's effective date of March 28th). Please see attachment labeled "**** UW Memo."
  On April 27th, ***** received an additional notice from Progressive Insurance Company stating that they had received her proof of address, but unfortunately, her premium would be increased as a result. Please see the attachment labeled "**** Rate Change Explanation." Furthermore, on the same day, a subsequent notice was sent to Youyu outlining the payment schedule going forward. The letter clearly indicated that the next payment would be drafted from their bank account on May 28th, 30 days from the notice date. Please refer to the attached document labeled "**** Payment schedule."
  In summary, I contest *****'s claim that she attempted to resolve the issue with our office. It appears that she communicated directly with Progressive Insurance Company. The attached notices demonstrate the communication she received from Progressive Insurance.Additionally, ***** was notified 30 days in advance of the additional premium payment due date and had ample time to seek alternative insurance coverage. It is important to note that her policy is still active as she has not found a more affordable alternative. While a "referral fee" was not charged, our agreed-upon "broker fee" was applied. This is a standard industry fee that came along with a signed agreement by the insured. Please note on a ****** review of our company *****'s husband (*********************) posted slanderous remarks calling this a bribe.  This is an untrue comment designed to hurt out company reputation.  Please see attachment labeled "**** Broker's Agreement" illustrating *****'s acceptance and payment of said fee.
  
  As mentioned earlier, I personally attempted to contact the insured and her husband on 7/7. If communication can be facilitated, we are still willing to honor our commitment and refund the broker fee as a gesture of goodwill.
  
  Best regards,
  ***************************
  Vice President
  Admiral Insurance Brokerage Corp.