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:05/21/2024

  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.

  Issue:The insurance broker has not filed the required proof of insurance to the CA contractors licensing board and is non-responsive to our request for assistance. Our license is currently suspended.Details:The company advertises that it sells business insurance for contractors and our company purchased a policy from National Specialty Insurance Company that was underwritten by Thimble Business Insurance. During the application process we provided information about our business but were not asked for our CA Contractor ********************* (CSLB) Number and apparently the company does not have a automated process for submitting the Certificate of Insurance (***) to the ***** The policy was purchased on 05/17/24 10:39 AM PDT and at 05/17/24 11:44 AM PDT a ticket was opened in their support system where we requested the *** to be provided to the ***** Per CA Law (California Code, Business and Professions Code - BPC *******) only an insurance company or authorized agent, i.e. broker, can upload the ***.---------Hi there!Thanks for contacting Thimble support!Your request (Ticket #******) has been received and will be reviewed by our support team.Our support hours are Monday thru Friday, 9 am-7 pm. We typically respond within 48 hours if the request was submitted during business hours.To add additional comments about your request, reply to this email.Thank you,Thimble Support ---

  Business Response

  Date: 05/22/2024

  Initial email was received on Friday May 17 2024 at 11:44am PDT requesting insurance information to be uploaded to CA Contractor ********************* (****) website. On Tuesday May 21, 2024 at 2:31 pm PDT we responded to the ticket requesting the customers CA State Licensing number as it is needed to upload insurance information. The customer responded at 2:40 pm PDT on the same day with the information. The **** website was updated with the customers ********************** information immediately, and we replied to the customer at 2:56 pm PDT on the same day with proof it was uploaded. The complaint has been resolved, please see attached ticket with proof. The customers CA State license is showing as active in their system. (please note that times on the ticket are in ***)

  Customer Answer

  Date: 05/24/2024

  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:03/21/2024

  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.

  Thimble Insurance readily takes a payment every single month for my business liability insurance. I have had them for a couple years with no issue.The issue started when they are forcing me to change my password to be able to log in. The problem is that they are supposed to email a link to reset the password and they will not send the email. There is no phone number to call them. I have emailed over and over. I have left at least 5 ******** messages on Messenger. I have tried to "resend email" over 20 times. I have left at least 10 messages on their ******** posts. I have lost a $125,000.00 job due to the fact that I could not get a certificate from them for the customer. I had to block any future auto payments through my bank and had to get another policy from a different insurance provider.I would highly recommend anyone looking for insurance to use a company that is local with a phone number and a real agent to talk to when you need them. I am not even sure if this company is real and I would hate to see what would happen if I was reporting a death or any kind of claim. I HIGHLY do not recommend Thimble Insurance. Price is nothing with no customer service.

  Business Response

  Date: 03/22/2024

  On March 8th 2024, the customer said he was not getting the emails from us that would allow him to reset his password. We checked our email records and verified that the email to him to reset his password was marked as delivered. We then let him know the email was shown as delivered in our records and to let us know if he is still unable to access his account. (see attached)
  
  On March 12th 2024, the customer emailed and asked for assistance with his policy since he was not able to login in. We responded and offered assistance but needed more details in order to complete the transaction. The customer did not respond to this request from us.
  
  On March 14th 2024, the customer emailed and asked for assistance, we responded asking for more details regarding what he needed assistance with, but did not receive a response back from the customer.
  
  On March *********, the customer emailed and requested that his policy be canceled. We processed the cancellation as requested and sent the customer confirmation of the cancel and information about his refund.
  
  Please see attached for all emails with our replies as well as a screenshot of the password reset emails showing in our records as being delivered.

  Customer Answer

  Date: 03/26/2024

  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:

  No matter what they say, I get my emails and I have not received one email from them. I have had to block them from withdrawing any more money from debit card and have gotten new insurance from another company. 
  

  I can not login because they wont send a link to reset my password and have ZERO customer service. I assume they read these messages but still no emails or contact from them. I have full time office staff who can answer during working hours but they are obviously scared someone may get a phone number for them. Ridiculous.  

   

   

   

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

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

  Business Response

  Date: 04/02/2024

  As previously indicated as well as proof submitted, our records show that all of our replies to the customer were delivered to his email address. Therefore, if the customer is still needing to access his account, we recommend that he check his junk email box as well as verify that our email address is not blocked. In addition, one of our customer success reps will be reaching out to provide further assistance. 
  

• Initial Complaint

  Date:10/27/2023

  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.

  I purchased a business insurance policy from Thimble in April 2023. This was a policy including General Liability, Business Personal Property, Cyber Insurance, Business Equipment Protection, and Business Equipment Breakdown Protection. In total, since April 2023, I have paid $980.16 towards this policy. In October 2023, our direct-to-garment printer broke down due to a print head clog, which was because of a faulty batch of ink from the manufacturer that we only found out was faulty AFTER the print head clogged and the machine failed. I filed a claim for the part of the equipment I had to replace (the print head) as well as to cover the loss of income during that period when we were not able to use our printer. The claim is handled by ******** ***************** Services, Inc.After providing all necessary documentation to Sedgwick ***************** Services, I was told that the equipment breaking down was my own fault and, therefore, is not covered by my policy. It is very clear within the correspondence with the manufacturer of the direct-to-garment printer and us that the equipment issue was NOT our fault. However, the equipment damage and loss of income are, for some reason, not covered. At this point, it is not even clear as to what is and is not covered by this policy since the policy exclusions ******** quotes to me in the coverage letter denying my claim are nowhere to be found within my policy details on the Thimble website.This equipment breakdown should 100% be covered based on the policy I purchased through Thimble. The exclusions Sedgwick claims are invalid. Their original decision should be reconsidered and reversed.I want to warn any other small business owners not to use Thimble for any insurance needs since, when it comes down to it, nothing is actually covered in their policies, and even if it is, ******** will come in and tell you it's not. I would hate for any other small business to fall prey to this completely predatory company.

  Business Response

  Date: 11/17/2023

  The insured purchased a property policy that covers accidental loss and damage to its property. It is not a service contract nor a warranty for his property purchased. Please see especially the Covered Causes of Loss on page 125 and Exclusion 3. on page 128 of the attachment.

  We have re-reviewed the claim and determined that the insureds direct-to-garment printer broke down as a result of a latent defect in the printer ink which clogged and required replacement of internal components and resulted in a loss of business income. ********* investigation into the cause of the loss was determined by the manufacturer ColDesi during troubleshooting of the equipment and found to be a batch of ink used between the dates of September 1 October 5, 2023. Coverage for the claim was subsequently denied due to this hidden or latent defect. The equipment breakdown optional coverage would not apply as the cause of loss is specifically excluded. For there to be coverage for a loss of business income, the loss or damage must be caused by or result from a covered cause of loss. As it was determined that the damage was caused an exclusion that is specifically excluded, there would not be coverage for this portion of the loss either.
  
  Absent any additional information on the contrary, our coverage position would stand but ******** and National Specialty Insurance Company would always be open to reviewing any additional information the insured provides that could alter the coverage position.

• Initial Complaint

  Date:08/08/2023

  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 July 10, I purchased a General Liability Insurance policy from Thimble Insurance on their app. Thimble Insurance directs you to a page which asks, "How long will you need coverage?" to which there are only two options, A month or more, or Less than a month. Since I needed insurance for a job lasting one month, I selected the first option. The first option automatically directs the user to sign up for an annual plan that charges the first and last installments of the year. My plan was $144 a month, so my total was $288. I intended to cancel my policy after the job was done in August and expected to be refunded for the rest considering I only needed 1 month of the year.When my job was complete in August, I cancelled the policy and was informed I would not be receiving any refund. When I contacted Thimble Insurance, they told me they cannot give any refund as their early cancellation policy was clearly stated on their website before purchasing the annual plan. Their policy deducts 10% of the total annual installments from any potential refund, so my refund was $0. On the Thimble app, the early cancellation policy was NOT clearly stated (please see the photos of the old version vs. updated version). They must have recently updated this because I do see the policy disclosed on their current version. However, when I purchased this policy in July, it was NOT disclosed. This was misleading to direct me to an annual plan in the first place, and to not disclose the early cancellation penalty fees up front.

  Business Response

  Date: 08/22/2023

  In response to the Better Business Bureau complaint received on August 8, 2023 from *******************************, Thimble provides the following response:
  
  The Consumer purchased an annual NSIC policy through Thimble on July 15th, 2023 with an effective date and time of July 17th, 2023 at 12:00 AM EDT. The total cost of the policy was $1,732.81. At the time of purchase, Thimble collected two months premium from the Consumer for a total initial payment of $288.80.
  
  The attached screenshots detail the Consumers experience on the Thimble website during the quote and purchase process. The first screenshot shows the pricing and the initial cost of the policy when purchased on a monthly installment basis. The next screenshot shows the purchase screen which includes the Information About Early Cancelation disclosure that the Consumer saw when making his purchase. For ease of reference, this disclosure reads as follows:
  
  You can cancel your policy at any time. However, if you cancel your policy before its natural expiration date, your refund amount will be calculated on a less than true proportional (pro rata) basis. This means that the company may retain a percentage of the policys premium for unused coverage for administrative costs in accordance with your policy contract and its rules on file with regulators.
  
  Additionally, the screenshot that the Consumer attached was updated after the Consumer purchased his policy but as shown in the second screenshot, a separate disclosure regarding Early Cancelation was included at the time the Consumer purchased his policy and included specific details informing the Consumer that the company may retain a percentage of the policy premium if the Consumer cancels the policy before its expiration date. Additionally, a provision is also included in the Cancellation condition in the policy that indicates that if the Named Insured cancels, the refund may be less than pro rata. Please note the customary short rate percentage in the insurance industry is 10% of the unearned annual premium. Therefore, the breakdown of the calculation used to determine if the Consumer would receive a refund is as follows:
  
  Customer paid $288.80, we retain $170.49 in earned premium and then an additional $156.65 resulting from the short rate calculation that was applicable to the unearned premium. Since the amount we retain is higher than the amount paid, no refund was given.
  
  Therefore, based on the above, Thimble stands by its position that no refund is due to the Consumer.
  
  If anything additional is needed, please let us know.
  
  

  Customer Answer

  Date: 08/28/2023

  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:

   

  The business's response to my complaint showed a lack of understanding of the situation. To clarify, the first screenshot that I submitted was my experience purchasing insurance in July from their business's website (prior to an update that included a cancellation disclosure). The second screenshot shows their update, made in August, which includes their cancellation disclosure statement. 

  My complaint is that there was NO cancellation disclosure when I purchased my insurance in July. For this reason, it is not possible that I would have seen this disclosure before purchasing the insurance. Later on, Thimble Insurance updated their website to include the cancellation disclosure after I purchased my insurance in July. The business's last response to me admitted that this was the case.

  The Business also mentioned that I should have found the cancellation statement in my insurance policy. There is a cancellation disclosure that is provided in the policy, but this is only after the purchase has already been made. Any upstanding business would disclose that upfront before the purchase is made. 

  For all these reasons, I still feel that I am owed a refund from this business. 

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

   

   

   

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

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

• Initial Complaint

  Date:01/11/2023

  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.

  Verifly promises drone insurance and promises to deliver a Certificate of Insurance to present to vendors that often require them to work. Verifly did not send, and still has not sent, the Certificate of Insurance and their for I was unable to work until I signed up for a policy with another company. Without the Certificate of Insurance, which is promised to be sent same day, the policy is useless because I cant prove to employers I have insurance. Attached are the receipt for the 2 policies they failed to provide certificates for, and the other attachment is a screenshot where they claim to immediate proof of insurance.

  Business Response

  Date: 01/12/2023

  Re: New York BBB complaint #********
  
  To Whom It May Concern:
  Verifly Insurance Services, Inc. dba Thimble Insurance Services (Thimble) received an email from the insured similar to what was provided to the BBB. Thimbles Customer Success Director reached out to this customer on January 10, 2023 via email and has not heard back yet. 
  
  The message to the customer was as follows:
  
  "I had our engineering team take a look. I can see all the emails went out as usual for both of these policies. As soon as the policy is bound an email goes out with the documents. The certificates can also be emailed to any address directly from our app.
  
  Could you be sure to check spam just in case it may have gone to a different folder?
  
  I am sorry for the inconvenience, but we don't see any issues with the emailing of the certificates."
  
  The screenshot attached shows each email we sent for both policies, and it shows "Delivered" on the left column. When "Delivered" is shown in Sendgrid, it means the email provider has confirmed receipt of the email. The Certificates of Insurance are available in the insureds account or through the emails confirming Prebooking. Everything looks normal on our end and the insured should have been able to provide an email in the Dashboard to which Certificates of Insurance are sent.