Complaints

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

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  NYCM Insurance

  1899 Central Plz E Edmeston, NY 13335-1828

  
• 

  NYCM Insurance

  3815 California Road Orchard Park, NY 14127-2239

  
• 

  NYCM Insurance

  P O Box 460 Amsterdam, NY 12010

  
• 

  NYCM Insurance

  P O Box 737 Sherburne, NY 13460

  

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:07/16/2025

  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.

  On July 15th, I made my regular monthly payment to NYCM Insurance — the same date I make my payment every month. This payment was made in full and satisfied my premium balance.
  
  However, on the morning of July 16th, I discovered that NYCM charged me again, pulling an additional and unauthorized payment from my account — even though my policy had already been paid in full the day before.
  
  I immediately contacted NYCM and informed them of the error, requesting the excess payment be refunded by noon the same day. Despite this, NYCM refused to take action and declined to issue a refund. I made it clear this unexpected withdrawal is causing me financial harm, yet they showed no willingness to resolve the issue or offer support.
  
  This is not a matter to be dealt with at NYCM's leisure — it is an urgent situation that directly affects my livelihood and by no fault of my own.

  

  Business Response

  Date: 07/21/2025

  
  On 7/15/2025, Ms. ****** made a credit card payment in addition to her regular recurring
  EFT payment. I was unable to locate any record of any correspondence from her regarding
  this matter, but we will be reversing the credit card charge immediately and she will be
  credited for the duplicate payment. We are sorry for any inconvenience this may have
  caused. Our customer service department is available 24 hours a day, seven days a week if
  she has any additional concerns.
  Very truly yours,
  Mark A. G******
  Vice President
  ###-###-####
  ###-###-#### (fax)
  

  Customer Answer

  Date: 07/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while they should absolutely see the email i sent to them as well, I find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:07/08/2025

  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.

  NYCM is my insurance carrier for my vehicle. My windshield cracked 2 weeks ago, and I contacted them to file a claim and repair my windshield. I am personally a licensed insurance broker for over 30 years, and per my insurance contract with them, they have a duty to repair my vehicle quickly. They have not sent "safelite" to fix my windshield. They set up an appointment and didn't show up. I lost a day's pay due to waiting for them. I am now trying to find out when they are going to fix my windshield and called back. I was hung up on by "AMY G". Apparently no one at NYCM has a last name, direct phone number, e-mail or a supervisor. My insurance contract (paid for in full to be protected by my insurance policy) is useless. As they are nowhere in my vicinity, I cannot take them to small claims court. This is ridiculous as it is illegal for me to drive my car with a broken windshield. It is also not safe as I cannot see other vehicles clearly and fear I will get into an accident. They should not be allowed to see insurance in the State of New York, for the safety of all New York residents.

  Customer Answer

  Date: 07/15/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  The NYCM representative, Danielle Bertoni, has made false statements as she notes a claim date of 7/8/25.  My initial claim date for this loss was 6/25/25, of which they seem to have no record.  She also does not address the majority of my issues with their customer service staff.  Safelite did replace my windshield yesterday, more than 3 weeks after I filed my claim.  I was forced to drive my car illegally and unsafely for 3 weeks putting my family and the general public at risk.  Also, as noted driving a vehicle with a broken windshield in New York State is illegal.  If they are willing to come to Nassau County, i will gladly bring this matter before a judge for their input on the legal and/or criminal activities that have taken place.

  
  
  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 07/16/2025

  NYCM Insurance is partnered with ******** ********* to process auto glass claims. Safelite  schedules the repair and orders replacement parts. There has been an increase in delays  when ordering Original Equipment Manufacturer parts. Safelite communicates this with  the customer and schedules the repair date once the part becomes available. The  complainant’s OEM windshield has been delivered, and the repairs have been completed.  

  If any additional information is needed, please feel free to contact me. 

  
  

• Initial Complaint

  Date:12/15/2024

  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.

  Hi. My wife and I relocated from AZ this year. We have AZ drivers license and auto plates. I secured auto and renters insurance policy through *** with NYCM insurance company. The coverage started 10/1. On 11/19, I received an email from a representative at NYCM stating that the auto policy would be cancelled if I didn’t secure NY auto plates. I called the rep who sent me the email and she said I could have three weeks to update the title and registration of the cars to NY. I had to request Arizona DMV mail me the titles. On 12/4, the first vehicle was registered. I notified NYCM via email. No response. On 12/10, the second vehicle was registered and again NYCM was notified replying copy all to everyone on the original email string. No response. But, I had met the 3 week grace period NYcM had given me to secure NY plates. On 12/11, I contacted my *** rep to add home owners insurance to my auto plan as my wife and I purchased a home in NY. I was THEN informed NYCM was going to cancel my auto plan THAT day by the *** rep. Both the *** rep and I called NYCM. He was able to talk directly to the underwriter at NYCM. I talked to the NYCM rep who wrote the original email. I was informed my wife and I ALSO needed to secure NY Drivers licenses. At no time up to 12/11 was I told this was a requirement either verbally or in writing. I told the NYCM rep I did not have the proper notice and requested a few more days to fix this issue. I was told NYCM didn’t care and would cancel the policy anyway.
  I feel NYCM acted in Bad faith. I was forced to find insurance that afternoon and had to pay for a policy that was 50% more expensive. Mind you, I had no notice of the cancellation or the additional requirements but for my seeking to give NYCM more business.

  

  Business Response

  Date: 01/02/2025

  This policy was written with NYCM Insurance effective September 30, 2024. The policy was cancelled effective December 12, 2024, due to **** ** **** and ******* ********** not obtaining New York State Driver Licenses and failing to register their vehicles in New York State.The cancelation notice was mailed on November 21, 2024, to be effective on December 12,2024.Very truly yours,Mark A. G******Vice President###-###-#######-###-#### (fax)

  Customer Answer

  Date: 01/04/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  The letter from Vice President Mark A. G****** dated January 2, 2025, is inaccurate.  It states that the vehicles on the insurance plan were not registered in the state of NY by December 12.  Please see the attached email exchange I had with Lorrie M******* where on 12/4/2024, I informed NYCM in writing that the first vehicle was plated in NY.  Please see the attached email exchange with Lorrie M******* where on 12/10/2024, I informed NYCM in writing that the second vehicle was plated in NY.  Lorrie M******* did not respond to either email.

  Additionally, I wish Mark A. G****** in his letter dated 1/2/2025 had taken the time to spell my wife's last name correctly.  She is a ****, not a ****.

  The second requirement NYCM had for my wife and I to obtain NY driver's licenses was never communicated to me either in the attached email or verbally till I contacted Lorrie M******* on 12/12/2024 by phone.  When I contacted Lorrie M*******, she talked to the underwriter who would not give us extended time to fulfill their obligation to obtain driver's licenses in NY.  At that point in the conversation, I told Lorrie M******* that I had no notice of this requirement.  She said SHE didn't know it was required.  Nevertheless, no extension of time would be offered by NYCM.  How am I supposed to know if the expert at NYCM doesn't know.  Again, I did NOT have notice of this requirement to obtain insurance with NYCM.

  In short, I was forced to acquire auto insurance at short notice (with only hours to secure insurance) from another vendor at a substantial increase in premiums.  I think NYCM conducted this situation in bad faith and very poor business practice.  

  
  Regards,
  
  
  
  **** ****
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 01/15/2025

  If Mr. **** has addressed all of the issues referenced within his cancellation notice, he can
  reach out to his agent to discuss the possibility of being insured with NYCM Insurance
  again. 

• Initial Complaint

  Date:07/18/2024

  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.

  On 4/5/24, I paid my insurance broker $800 towards my car insurance. I received a letter from the DMV on 7/5, stating that I didn't have car insurance in my name. I had to pay a fine of $168.00 to the DMV. I called the company and they said that the policy was cancelled, without me being notified, because they "called me to ask me questions, but I didn't answer". They also claim that they sent me a letter in the mail, which I never received. I requested a refund from them and have not yet received it. Each time I call about it, they give me a different date for when the check was supposedly dispensed and mailed to my home. I have owned a vehicle for 30+ years and have never had a lapse of any sort, of insurance.

  

  Business Response

  Date: 08/12/2024

  The insured’s policy was originally written with NYCM Insurance on 4/5/2024.
  During our routine underwriting process, we discovered there were other household
  members that needed to be underwritten. On 6/3/2024, our Customer Service Department
  spoke to the insured and informed them that we would need the names, dates of birth and
  driving information (if licensed) of all household members by 6/21/2024. The requested
  information was not provided.
  The insured’s agent contacted us on 7/12/2024 to see if there was any consideration for
  reinstatement, but since this was well past the cancellation date, we were unable to offer
  reinstatement. NYCM Insurance mailed a refund check of $692 on 6/27/2024. The insured
  called NYCM on 7/18/2024 stating that they never received the refund, so a stop payment
  was put on that check and a new check was issued on 7/24/2024. 

• Initial Complaint

  Date:04/16/2024

  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 submitted documents from the department of motor vehicles to NYCM on February 28th in regard to cancelling my insurance for my 2011 ******* ******.
  
  I am currently being charged $541 by the company that collects my premium payments, ****** *******.
  
  I have reached out to NYCM by both telephone and email since early march to follow~up on my cancellation with each call I was told by several representatives that “we cannot provide a timeline” of when the adjustment for the removal of the vehicle from the policy.
  
  ****** ******* has paid the entire yearly premium to NYCM and are looking for a refund of the amount that is left over for the cancelled vehicle.
  I reached back out to NYCM on friday 4/12/24 to ask about the status of the refund to ****** and was told bu Michelle in Underwriting that NYCM will not be issuing a credit to ****** ******* which will cause
  My policy to be cancelled.
  
  I cannot afford to make a payment to ****** for 2 vehicles. My 2011 ******* has a blown engine which is why I cancelled the policy for it.
  I make my living driving. I am a direct support assistant for New York State Office for People with Developmental Disabilities and my car is an absolute necessity.
  
  I am not making any progress with NYCM regarding this matter.
  
  I was sent a blurry email from the underwriter at NYCM which she told me to send to my insurance broker who could maybe call ****** *******. The email is insufficient in getting any changes made. ****** ******* is expecting the refund of excess premiums paid to NYCM.
  
  In 2022 I experienced a loss of my home due to a fire and have been trying to keep our heads above water. This situation is causing my family and I much distress. If I lose my car I will ultimately lose my job. Please help me.

  

  Business Response

  Date: 05/02/2024

  
  The policy began on 8/30/2023 with a 2011 ******* ****** ***.
  An endorsement was received on 3/15/2024 to add a 2016 ****** ****** S with full coverage effective 2/22/24 and remove the 2011 ******* effective 2/29/2024.
  The insured believes that she should get the full $493.00 return premium from removing her vehicle, but we have tried to explain to her on multiple occasions that the deposit received for the additional vehicle was not sufficient to pay for that vehicle in order for her to get a refund.
  If you need any further information, please feel free to contact me.
  Very truly yours,
  Mark A. G******
  Vice President
  
  

• Initial Complaint

  Date:11/15/2023

  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.

  Went on their website to pay my insurance and I kept telling me wrong policy number which I didn’t understand since it came up automatically. Tried contacting them on the phone for days after waiting hours finally would hang up. Tried the 3rd day to make payment again now the website said my payment was wrong and actually this time they picked up phone fairly quick to tell me my policy was cancelled that’s why they didn’t except payment. They said they had no way of seeing how many times i went online to see me trying to make a payment Now because of this there’s a lapse in my insurance of a few days and make my rates triple through other insurance companies

  

  Business Response

  Date: 12/01/2023

  This policy was written with NYCM Insurance on 8/18/2023. The insured failed to make
  payment by the cancellation date of 12:01 AM on 11/8/2023 and the policy was not
  reinstated. Please find a copy of the proof of mailing that was mailed to notify of the
  cancellation. 

• Initial Complaint

  Date:10/31/2023

  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 my auto policy on auto pay and they cancelled my policy for non payment. They said that my card was expired. When speaking to them they said my card expired in March but they took my payments for April May June July and August. But could not run my card for September, this made my policy fall behind and they reported it to the DMV. This was there mistake my card does not expire till the following year. They had no answer as to why this was happening. I don't want this to happen to others.

  

  Business Response

  Date: 11/14/2023

  This customer has been insured with NYCM Insurance since 5/24/2010. Recently, the
  insured had their automobile policy cancel due to nonpayment of premium. The insured’s
  payment did not process as the credit card had expired. We made a courtesy call to the
  insured to let them know that the credit card had expired and that we needed replacement
  payment. The insured was able to provide us with updated information and the policy was
  reinstated. 

• Initial Complaint

  Date:10/03/2023

  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'm disappointed at NYCM's refusal to write me for a cheaper policy considering I've been transparent about my hardships. *** Northeast has been unethical and misrepresenting NYCM's product offerings. As a result, I was delayed in requesting a non-owner policy for one month.
  
  After returning from the airport on Monday, September 18th, I contracted COVID-19, was symptomatic, and was out of work for two weeks. It was unknown to me that my renter's policy lapsed, and because I set up the account to pay annually, it escaped my attention that I was using the ***** ***** account, which closed in May 2023.
  
  I would appreciate another opportunity to have a renter's policy with NYCM.

  

  Business Response

  Date: 10/31/2023

  This
  policy was written new on 8/1/2022. The policy was cancelled on 9/28/2023 for nonpayment
  of premium, as the insured did not make payment before the cancellation date.
  This policy will not be reinstated.

• Initial Complaint

  Date:09/05/2023

  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 7/10/2023 I was hit by another vehicle driver was issued a ticket for unsafe lane change. On 7/13/23 I went to police department to get the accident report. On 7/10/23 @ 5:26pm I called Travlers 1-8**********3my ins company to go over my options I spoke to miss Bryce ref# *******. I was told due to other party being 100% at fault I would not have to file a claim nor pay a deductible and that I would hear from M and K ding man ins *** ****** ** *** *** ****** ** ****0. Policy # *******. On 7/18/23 I brought my vehicle to ******** as advised for inspection left with a estimate of $5,850.25 waiting until 8/10/23 called ins agency spoke to Mike I was told to “look the ins company name up on google” and call them and hung up on! At 12:20 pm I called New York central spoke to Jerome 1~***********6 was sent to damage and claims to be informed a claim has never been forwarded once claim was made by me I faxed them police report 5**********9. Sent to Maggie @ 12:25 damage and claims was told now they had to wait to hear from their claimant ****** ******** because he never reported this. On 8/17/23received text fro Kevin told me he would be out to estimate my truck never showed anothe text on 8/21 he’s going to try again never showed no call on 8/22 he showed told me I would be hearing back. Today 9/5/23 I received a check in mail addressed to **** ******* in the amount of $2,402.47 Called spoke to Troy who told me when asked why a check was written to someone else was place in my mailbox he informed me “well because u called and gave some info” I replied so anyone can call five u info and get a check written to the caller!? I then asked to speak to his manager Kim @4:16 on 9/5 asked why I have a check with someone else’s name? No answer I ten asked why a check for 2,402.47 when the estimate from where I bought it was 5,850.25 she said she would have to have a examiner call me “we are backed up due to the holiday “ I said yes I know I’ve been waiting for answers since 7/9

  

  Business Response

  Date: 09/07/2023

  This response acknowledges your letter dated September 06, 2023, regarding the above
  captioned matter.
  Once NYCM Insurance was notified of this claim, we followed our normal procedure of
  setting up a claim, assigning an appraiser to inspect the complainant’s damage and
  contacting our policyholder to verify the loss details. Payment has been issued to the
  complainant, based on our appraisal figures.
  If the complainant’s repair shop of choice finds additional damage or disputes our appraisal
  amount, we will gladly review the matter for any supplemental damages.
  If any additional information is needed, please feel free to contact me. 

  Customer Answer

  Date: 09/14/2023

  Received a call from the consumer stating that the insurance is suppose to be paying for the rental, however, they gave them a small suv, when the consumer had advised them that they need a pickup truck for the husband's business. 

  

  Business Response

  Date: 09/15/2023

  NYCM strives to provide best-in-class service and our Customer Relations team would like to research the complainant's concerns and review their claims experience. The complainant can contact us at [email protected] with their claim number and contact information. 

  Thank you. 

• Initial Complaint

  Date:07/21/2023

  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.

  To whom it may concern:
  
  This week has been a very disappointing and a stressful
  time for me over an $189 payment 2 days late. My policy was cancelled
  and regardless of my heartfelt pleas over the phone, no underwriter
  was willing to show a moment of compassion to help me.
  
  The effect of this is the doubling of my insurance premiums and
  putting my ability to commute to a new job (starting in August) in
  doubt.
  
  Yes, the notes in the file will tell you I received a payment exception
  in January 2023 and that my payment history has been "choppy" at
  best, which is all true. However, we are literally talking about 2 days
  and my offer of paying both July and August (as good faith) to reinstate
  the policy was ignored.
  
  There is a "Human" element here that is being ignored, which does not
  seem consistent with NYCM's caring culture.
  
  Kindly read and consider:
  I successfully ran an education Center in Williamsburg Brooklyn.for young children, most from disadvantaged backgrounds, since 2015
  Unfortunately, the pandemic and forced closing of the Center and lingering effects thereof, made it impossible to keep the doors open. Obviously, this has had a devastating impact on me personally and financially. At 62, it is quite difficult to find suitable employment (more on that in a moment) and my unemployment eventually ran out as well. Regardless, the policy was current up until Sunday 7.16.23.
  The good news is that I finally have a firm offer of good employment starting in August, and the NYCM insurance payments would no longer be an issue.
  
  I am asking for one more exception, considering the above and effects of the pandemic on us all.
  
  I welcome your response and any need for more information, etc. The awards were well deserved, and I hope I can add to your positive story
  
  Best regards
  
  ***** * ***** ************ 

  Customer Answer

  Date: 08/03/2023

  After posting this complaint, I was contacted by NYCM's customer service department directly (email and phone calls)

  
  

  Although the situation was resolved with my car insurance reinstated, I was required to pay the balance of my yearly payments (6 months & $1013). This is a tremendous financial burden on me and a tough outcome as a single payment ($189) was a challenge. 

  
  

  Finally, to complete this episode, and to be fair, everyone I dealt with at NYCM has been pleasant and professional. I felt the customer service staff was legitimately trying to help me (although the underwriting staff was difficult). I am happy to remain an NYCM customer as their car insurance cost is reasonable and service has been good (including a good website) 

  
  

  This complaint should be considered withdrawn and/or resolved satisfactorily.

  
  Best regards

  
  ***** * *****