Complaints

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:05/22/2025

  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.

  Since the start of our lease in November 2024 at *** 1225 we've been over charged in the rent portal for insurance coverage non-compliance. This overcharge is $16 every month which now equates to $64. Our insurance policy has been up to date and in the *** Get Covered system since October of 2024. We spoke with leasing officials since December of 2024 to get this charge fixed. Finally in May after the 3rd exchange with the leasing office we were told to request a refund directly from Get Covered. However, because we filed a request on May 15th we were told it was too late to get a refund. We were never made aware that there was a deadline every month on the 13th to request a refund. There is no where on any website or in our exchanges with the leasing office that made this evident. Now $64 may not seem much to a multi-million dollar corporation like *** but to us that is a weeks worth of groceries. We would like a refund and for *** and Get Covered to make this deadline evident for future renters.

  Business Response

  Date: 05/29/2025

  To whom this may concern,

  We hope this message finds you well. We greatly appreciate your attention to the recent complaint filed with the NYBBB regarding the non-compliance fees you were charged. We take all customer concerns seriously, and we are committed to addressing this matter promptly and thoroughly.

  As mentioned in our previous communication with you, email reminders were sent in September and November 2024 requiring you to submit a policy for apartment 861. Before this, we had received a policy submission on July 8th 2024 for your previous unit 453. We then did not receive any further communication from you until ***** 1st 2025.

  We did note that the ***** 1st 2025 email contained your policy for unit **** and it was not uploaded at that time. Due to this our team issued a credit on May 23rd 2025 for the ***** charge you received, to rectify this error.

  On May 28th 2025, **** corporate team asked that we issue credits for all the other charges that occurred as a courtesy. Our team has submitted these credits to be issued and they should show on your ledger within 4-5 business days.

  Regarding the deadline mentioned in our communication, this is a ***** ******* After the non-compliance charge is added each month, *** allows for a 13 day ***** ****** for the most recent charge to be credited, provided a verified policy is submitted within that time frame.

  All residents are informed of the requirements both in their lease addendum and in the reminder notices sent, just as you were. It is clearly stated that policies must be provided ahead of your lease start date, in order to avoid any fees being assessed. The ***** ****** is simply an additional courtesy.

  Please let us know if there are further questions or concerns we can assist with.

  Best,
  Get Covered

  Customer Answer

  Date: 06/01/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** *******
  
  
  
   
  
  

• Initial Complaint

  Date:05/16/2025

  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.

  I had to use Get Covered insurance for an apartment I was renting. After my move out in February 2025, I went through the cancelation process on their website. After confirming I had canceled, I have been charged $12.39 every month since then. I have tried countless times to log into my account without prevail. The password reset does not work, as it only brings up red error squares to show that it isn't working. There is a phone number to call, but I don't know my policy number because I am unable to log into my account to view my information. I have emailed the support email and "a ticket has been made" for my requests. After doing research online, countless other renters have had the same issues with this company. It is in my belief that Get Covered LLC are stealing countless individuals money and it seems no one is doing anything about it. I shouldn't have to cancel my bank card just because a company refuses customers to be allowed access to their accounts.

  Business Response

  Date: 05/16/2025

  To Whom It May Concern,
  
  
  We have reviewed your account in detail and noted the following information;
  
  
  Our records show that we have no prior communication on file for you before today, May 16th, 2025. The communication logs show that you sent in 7 separate requests to have your policy cancelled at/around 2:00 AM this morning. Our normal business hours begin at 9AM EST and your requests are currently being processed.
  
  
  We have also checked with our carrier and confirmed that there are no other prior attempts to cancel before May 16th. Please be advised that cancellation of your policy must be done by you, the policy holder, via email or phone call. Our website's (*******************) has clear instructions to file a cancellation request via the contact us page. If you did not use one of the above methods, or if you reached out to your leasing office to cancel, that would explain why we never received your cancellation request.
  
  
  At this time your policy has been cancelled effective immediately and any unused premiums will be refunded to your card on file. We have attached to this complaint a record of all communication, as well as your cancellation confirmation.
  
  
  If you are able to provide any information regarding your prior cancellation attempt, whether that be a confirmation notice or prior email, we will be happy to look further into this matter for you and refund any additional charges.
  
  
  Best,
  Get Covered

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a renter insurance effective at May 9, 2025 through Get Covered. Then because my move-in date changes, I call them to cancel it before it starts. I expect it to be fully refunded but I only got $35.4 out of the $64.58 I paid. There was no explanation, no invoice or receipt sent by them. By calling them, I only got the response that there was a processing fee and admin fee charged which I believed they didn't list on the billing when I purchased. So my request is to get the FULL amount of money refunded and the apologies from them for all the inconvenience they brought up to me.

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Get Covered regarding complaint ID ********.
  
  Sincerely,
  
  ****** *****
  

• Initial Complaint

  Date:05/09/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 charged an insurance exemption 7+ billing cycles in a row while having insurance. I have disputed all of the charges and re uploaded insurance three times. Pretext, my insurance covered Feb 21, 2024 - Feb 21, 2025 and I had not been charged any insurance exemptions until this initial occurrence: - The first instance imitated on April 1, 2024, after receiving an insurance exemption charge and being requested to resubmit my proof of insurance to receive a credit. I was informed that my insurance was reviewed after being resubmitted following an insurance exemption charge and was invalid due to no additional interest being found. There was also a request that my "spouse" be added as an addition insured (referring to my roommate who was no longer on my lease). I reattached my insurance policy with the additional interest and clarified on roommate.- I was charged in November of 2024 which I attempted to dispute via email following my property management company's, ********************, direction to send my insurance declaration page to ************************* I received a response from a new email thread instead of a reply which requested I fill out a form to dispute the fees. I received another email which stated that a person who was no longer on my lease was not covered as an additional insured, and they requested I do so and send in the updated policy. I once again received another request to fill out the dispute form on Nov 30, 2024, to which I did.- I received an email on Dec 16 apologizing for the inconvenience and confirming my policy was received, and they let me know that the Progress team was made away and that a credit would be assessed for all insurance exemption fees. I received them without issue. On Feb 5, I updated and resubmitted my new policy after recieving additional fees.I have been charged every month since. I have requested an received 2 refunds and have been charged 2 additional times beyond that.

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Get Covered regarding complaint ID ********.
  
  Sincerely,
  
  ******* ********
  

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair 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 January 31, 2025, I moved into my new apartment. When I spoke with a leasing specialist, I was given instructions to upload a copy of my insurance policy with Get Covered for insurance verification. The next morning, I got an email saying there was an error. I reviewed the policy and saw that there was a difference between what I was told to put down as the interested party and what Get Covered wanted. I immediately had it corrected (and back-dated) and uploaded the new policy. I did not receive any further correspondence from Get Covered. On April 1, 2025, I paid my rent for the month of April and noticed that I was being charged $16 every month for insurance non-compliance. I called my leasing office and spoke with the manager who reviewed my policy and assured me this would be refunded. I followed up several times throughout the month and they eventually refunded one of the fees, but the rest could not be refunded. I spoke with the leasing company at the beginning of May because I will still missing refunds and I was finally put in touch with Get Covered via email. They claim that I never submitted a compliant policy in February, despite the fact that my property manager presented them with the copy of the Dec page that shows the correct interested party from the start, and because of this I am not entitled to a refund. When I asked them why they would refund one if I couldnt receive refunds, they claimed they could refund up to a certain amount of time back. I reminded them that I have, in writing, from Get Covered and the leasing manager that I would get my money back, but they refused. I know its not a lot of money, but it still affects my budget and I need it back ASAP. Im not just going to roll over and take it from this sort of predatory business.

  Customer Answer

  Date: 05/06/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ********* *****
  
  
  
   
  
  

• Initial Complaint

  Date:05/05/2025

  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.

  I am submitting a complaint against Get Covered for predatory billing practices. This company is used by my apartment building, The ***** ********, to verify and provide renters insurance. During my move-in process, to my knowledge I had uploaded verification of renters insurance to them. However, one uploaded, there was no way to check if it had been done. When I moved in, I asked the leasing office of ***** ******** if I was all set for my renters insurance, and they said I was and didn't indicate to me any issues. Now, 3 months later, I am being charged "non compliance" fees by this company because they are claiming I didn't upload my proof of insurance. This company has never tried to communicate with me, never told me that I was missing any documentation, and simply started charging me for a "non compliance" fee that was never invoice or sent to me. They also don't have any type of portal you can log into to check an 'account' and when you call their phone number there are only automated responses. I would like for Get Covered to adjust my bill to waive the "non compliance" fees.

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Get Covered has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/01/2025

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint against Get Covered, an insurance company that has been charging me annually without my consent since ******* 2021, I enrolled in a renters insurance policy with Get Covered as it was required by my then apartment complex. In 2023, I moved out of that residence and did not renew or authorize any continuation of coverage with Get Covered. However, I recently discovered that the company has continued to charge my account annually, despite no active policy request, renewal authorization, or ongoing need for their services.I attempted to resolve this matter by contacting Get Covered directly, but have not received a satisfactory resolution or refund. These charges are unauthorized and constitute a breach of consumer trust and fair billing practices.I am requesting the following:1.A full refund of all unauthorized charges made since 2023.2.Confirmation that my account has been fully canceled and will not be charged again.3.An investigation into their renewal and billing practices to ensure other consumers are not similarly affected.Please let me know if any further documentation is required to support this complaint. I appreciate your assistance in resolving this matter.

  Business Response

  Date: 05/01/2025

  To Whom It May Concern,
  
  
  We are responding to the complaint filed in reference to policy number *********** We have thoroughly reviewed this users account and billing history and noted the following information:
  

  -This policy was initially purchased on April 18th, 2022, at which time the user agreed to automatic, yearly renewal. At the time this user also set up annual payments for their policy premium.
  -Our system shows that we received no communication from this user until April 27th, 2025. At this time the resident reached out asking us to cancel their policy. Cancellation was processed the same day on April 27th 2025 and a prorated refund of $151.04 was issued for all unused days of the policy that they had paid for.
  -Please note that the refund was issued on April 29th, 2025, and can take up to 7-10 business days for your banking institution to process.
  

  Furthermore, we have attached our standard disclosure as well as a sample image of our website, which both show where the user agreed to automatic renewal. Our disclosure also states that residents must request cancellation, and that it is their own responsibility to remove their billing information.
  
  
  Our carrier QBE also has a record of sending physical renewal notices via mail notifying the user of the policy renewal each year on 2/24/23, 2/26/24, and 2/24/25 respectively.
  
  
  Given the above information and that this person was thoroughly informed of our practices at time of purchase, we have only issued a refund for the unused premium amount. We will not be issuing refunds for prior years as the policy was appropriately in force during that time frame, with no notice of the users intent to cancel.
  
  
  We hope this clarifies any concerns. Please let us know if there are further questions.
  
  
  Sincerely,
  Get Covered

• Initial Complaint

  Date:03/05/2025

  Type:Order 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.

  Hi, my signed lease with my apartment says I need to buy my own renter's insurance and get approved my the apartment before moving in. I did this by emailing my apartment the renter's insurance I bought before moving in, and the apartment replied there's nothing wrong with it.However, they charged me of $7.58 "insurance premium" this month, saying my insurance plan is not offered by an insurance company that has a "A-VII" rating on a website called "AM Best", therefore they need to charge me this $7.58. But, this requirement is not written anywhere in our signed leasing contract or its addendums, nor is it ever communicated to me in any way. Most importantly, they even confirmed my insurance themselves before moving ***** this even legal? Can they do this? When I told them it's not in the contract, and they never told this to me, they basically said, Buy a new renter's insurance from our website, and you'll be fine. It's not this money that's upsetting me, it's about this kind of attitude and unprofessionalism that's irritating, and if they are also doing this to other tenants in my apartment building on a large scale, and if it's illegal, they should do better. It would be better if you could email me instead of calling since I have to work during the day, but you can call me around lunchtime if you need to. Thank you very much!

• Initial Complaint

  Date:02/25/2025

  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 purchased renters insurance from Get Covered last year. I wanted to cancel my policy but found their website to be intentionally out-dated. No immediate service, no customer service number, no way to remove my payment information from their website. Takes 48hrs to get a response, by that time I had been charged (unauthorized) and they refunded me minus a $25 processing fee.

  Business Response

  Date: 03/03/2025

  I hope this message finds you well. Thank you for bringing the recent complaint regarding the cancellation of your policy to our attention. We value your feedback and take all customer concerns seriously. Please know that we are committed to resolving this matter swiftly and thoroughly.

  
  After a thorough review, we found that the amounts not refunded were associated with non-refundable fees, such as processing and policy fees, which our system does not automatically refund. However, since your cancellation request was submitted prior to these charges being applied, they should not have occurred, and we have processed the remaining refund accordingly. You should expect to see this refund shortly on the card used for the original payment.

  
  Regarding your experience with our website, we are constantly working on improvements to enhance the user experience. Your feedback is incredibly valuable to us and will play a key role in shaping these updates. We truly appreciate you sharing your thoughts with usits helpful as we continue to refine and improve our platform.

  Customer Answer

  Date: 03/03/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** ****-******
  
  
  
   
  
  

• Initial Complaint

  Date:02/20/2025

  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.

  Get covered has renter insurance that auto renews without consent. They stated "As disclosed during purchase, all of our policies offer continuous coverage and automatically renew until a cancelation request is received so you do not have to repurchase annually. All of our policies are automatically enrolled in auto-renew and this cannot be disabled. When you wish to cancel your policy, simply fill out a cancelation form or send an email request to cancel. No further action is required" The consumer has no ability to disable auto renewal on one's own. You literally have to jump through hoops for them reply. I was charged twice for renter insurance last year and this year and finally caught on. They are refunding me this years duplicate charge but won't refund me the charge from last year. Even though I paid early for my renter insurance they still auto renewed a different policy and charge me

  Business Response

  Date: 02/25/2025

  Hope this message finds you well. We greatly appreciate your attention to the recent complaint filed with the NYBBB regarding policy with us. We take all customer concerns seriously, and we are committed to addressing this matter promptly and thoroughly. 
  
  
  As disclosed during purchase all our policies are set to auto renew and this is not able to be disabled. Regarding your duplicate purchase our carrier was able to flat cancel your policy in this case so you should see a full refund being issued to you. 

  Customer Answer

  Date: 02/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  They did refund me for the duplicate policy but I am not satisfy with their response or predatory business practices  
  

  "As disclosed during purchase all our policies are set to auto renew and this is not able to be disabled" is the biggest issue I see  

  According to ARL in **********  

  If a business is using an auto-renewal or continuous service plan that the consumer must cancel to stop automatic charges, the business must:

  1) present the offer terms in a clear and conspicuous manner;
  2) obtain consumers affirmative consent before charging his or her credit card

  3( and provide an acknowledgment including auto-renewal offer terms, cancellation policy, and details on how to cancel, including a toll-free phone number, an email or postal address, or other easy-to-use means for cancellation.

  I do not think they adhere to either of these 3 points because as they stated auto newal can not be disabled which should be illegal  

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** **** **
  
  
  
  
   
  

  Business Response

  Date: 03/05/2025

  To Whom It May Concern,
  
  
  We hope this finds you well. Please see below for additional clarification regarding this user's concerns.
  
  
  As mentioned in our prior response, all of our policies are set to automatically renew at time of expiration. This is disclosed at the time of purchase and is standard practice for most insurance carriers to ensure there is no accidental lapse in coverage. 
  
  
  In response to the concerns that were raised:
  
  1) Our terms are presented in a clear and conspicuous manner at time of purchase on the final payment page. We have included images of our website that this user would have purchased on, and outlined where the terms in question are listed. We have also attached our full Standard Disclosure for reference.
  
  2) We obtain the consumer's consent to charge their card on the final payment page. It is also stated within our Standard Disclosure that the user agrees to automatic withdrawal of their policy premium, as well as automatic renewal until cancellation is formally requested. The attached Standard Disclosure has these relevant sections highlighted.
  
  3) Lastly, our Contact page also has a clear and user-friendly form that users may fill out in order to request a cancellation. Our email and phone number are also listed there for ease. Cancellations are typically processed within 2 business days of the request. We have included images of this page as well for reference. 
  
  
  In summary, by purchasing a policy through us, users clearly agree to automatic renewal of their policy until cancellation is requested. This is stated both in our disclosure and outright on the final payment page. Users are able to cancel at any time upon written or verbal request, and will receive a prorated refund for all unused premiums.
  
  
  We hope this helps to clarify the additional concerns. Please let us know if there are further questions.
  
  
  Sincerely,
  Get Covered

  Customer Answer

  Date: 03/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   First of all, there is no clear way to cancel one's policy as you can see from the image I uploaded . Secondly, you guys claim that your phone number is clearly presented which it is not as you can also see from the photo I uploaded under "contact us"

  There was an ARL Amendment that starts on July 2025 which I recommend that your business starts looking over  

  One of the Amendmant was to...obtain the consumers affirmative consent to the automatic renewal or continuous service separately from any other portion of the contract." 

  In addition .... "the amendment makes clear that if a user signs up for a service online, they must be able to cancel online as well. Section 17602(f). In tandem with that requirement, cancellation must be available in a cost-effective, timely, and easy-to-use mechanism"  

  There is nothing easy about canceling one policy. In fact, the consumer can not even remove the payment (credit card information) by his or herself 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** **** **
  
  
  
  
   
  

  Business Response

  Date: 03/10/2025

  To Whom It May Concern,
  
  
  We hope this finds you well.
  
  
  We ask that you kindly take the time to review the documents we have attached to this complaint.
  
  
  Our records indicate that you originally submitted a cancellation request on February 14th 2025. We responded to this request 2 business days later, on February 18th 2025. Our system shows that you were also fully refunded for the duplicate policy charge on February 18th, 2025. 
  
  
  To clarify, the reason you were charged twice was because you had purchased two separate policies. We have attached both of them to this complaint. We did ask for clarification back on February 18th 2025 if you would like to cancel both policies, but only a refund of the duplicate was requested. As mentioned multiple times, policies continuously renew until a cancellation is requested, and we cannot prevent users from purchasing multiple policies. 
  
  
  If you would like to cancel your original policy in addition to the duplicate, we ask that you submit a cancellation request via the proper channels that we have outlined in this complaint. 
  
  
  It does also appear that you were contacting us via the general ************************* website, rather than the ********************* website that we detailed in our last response, which is why the contact pages differ. We tailor the contact methods for each of our accounts' depending on their preferences. Regardless of this, your request was still handled within our standard timeframe when you reached out to us.
  
  
  In summary, you both purchased the policies online and submitted a cancellation request online via email. Your request was subsequently handled within 2 business days as per our standard turnaround time. This is in accordance with the *** amendment that you have referenced in your complaint.
  
  
  Please let us know if further clarification is needed.
  
  
  Best,
  Get Covered Support