Complaints

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

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  Matic Insurance Services, Inc.

  585 S Front St Ste 300 Columbus, OH 43215-5694

  
• 

  Matic Insurance Services, Inc.

  15335 Morrison St STE 225 Sherman Oaks, CA 91403

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:06/20/2025

  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.

  A claim was filed because a tree fell on my home and reviewing my policy I had some additional questions after filing the claim, and was told that theonly person that I could talk to was an adjuster that a agent or the claims representative could not give me any additional information. My home not livable. I have three holes in the side of my house. I got no assistance or guidance on what to do to remove the trees or to secure the property I was told the adjuster wasthe only one that could discuss deductibles whether it was covered, and it was no other person that I could talk to in the company about these things. They stated that this was their policy so that policyholder wouldnt go back and change their policy coverage. this was my first time ever havingto do something like this and no one was willing to assist me and its possible that I have to wait over the weekend to be able to an adjuster or speak to one. I think this is bad customer service. They are not very supportive with helping me with my Crisis or my living arrangements I have been on the phone since 9 AM and it is now four. Ive been disconnected four times without speaking toanyone addressing my concerns A plus rating is absurd. With this horrible customer service that has been given to me on today.

  

  Business Response

  Date: 06/26/2025

  Following a full review of all interactions with the Complainant, ******* *******, on June 20, 2025, we would like to provide the following summary and clarification:

  
  The Complainant initially reached out to Matics **************** team via email requesting to open a claim. In response, the Complainant was advised to contact her insurance carriers (*********) claims department directly, and all necessary contact information was provided.

  Throughout that same day, June 20, 2025, the Complainant called Matic multiple times seeking clarification regarding coverage. As an independent insurance agency, Matic is not authorized to interpret policy coverage or provide guidance once a claim has been filed. This standard industry practice is in place to ensure claim-related determinations are made solely by the insurance carrier and their assigned adjusters.

  During each phone interaction, Matics **************** Representatives reiterated this policy and continued to assist by either transferring the Complainant to Universals claims department or re-providing the relevant contact information.

  To ensure clarity, a Matic **************** Manager followed up with the Complainant on June 25, 2025 to further explain Matics role in the claims process and why we are unable to provide coverage interpretations.

  For any additional information regarding claim outcomes or coverage details, the Complainant will need to continue working directly with Universals claims department and/or the assigned adjuster.

  Please let us know if you need any further details.
  

• Initial Complaint

  Date:11/08/2024

  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.

  I have owned my house for 11 years. Matic works with my mortgage company to find lower insurance rates. I was told they could bundle my home/auto/umbrella, save me money, take care of everything, and it would be as easy as the name of the insurance company changing and paying lower rates.

  I had already paid the coming year premium for home via escrow. I was placed with ********* and all seemed fine. ********* almost immediately terminated my policy saying I need a new roof, deck, etc. It's too late to go back to my prior 40 years company as I am now a new customer to them. Now I am told to obtain home insurance I have to replace my perfectly good rood. $20,000 - $46,000 is range of 8 estimates. 4 estimators said I do not need a new roof, a couple shingles, that's it.

  Now Matic has ceased to assist in any way. They misled me to believe it was a simply changing insurors that they have relationships with and everything will be fine.

  I am on SSDI, 65, have inoperable cervical stenosis of thoracic, lumbar, and cervical spine and am a 2021 cancer survivor. I live off SSDI and an annuity. I have no resources to now have to spend $20k minimum, can't get a loan, can't refinance at current rates, have nothing of value to sell, and have no idea what I'm going to do.

  How could Matic not ask some simple questions beforehand or inform me of the new insurer potentially rejecting me coverage. Matic committed sales and marketing fraud, knew my age and just caused me damages now and in the future.

  I may very well have to sell this 1901 house that I have poured hours and dollars into just because of being misled and lied to.

  
  Well, I do not have over $20 thousand to replace the roof.

  Matic created this and should resolve it. But I already received an email today telling me there is nothing left they can or will do to assist and go find insurance on my own.

  I do not know, what would a judge or arbitrator believe is fair for what they've done to me? Pay for a roof?

  

  Business Response

  Date: 11/19/2024

  We appreciate the opportunity to respond to your concerns and for your patience as we performed an internal investigation into those concerns. We apologize for any negative experience and understand your frustration with the outcome. We've provided a summary and timeline of the interactions between you and Matic below.

  On August 22, 2024, you contacted Matic and spoke with a Matic Inside Sales Representative. On such call, you provided the necessary information regarding your house, and a quote for homeowners insurance was prepared using such information and was sent to you that same day for consideration.

  On September 03, 2024, you contacted Matic regarding the previously provided quote and spoke with a Matic Licensed Insurance Agent regarding your questions and ultimately provided the Matic Licensed Insurance Agent with permission to bind the policy with an effective date of September 03, 2024. That same day, you received a comprehensive policy jacket from the insurance company, Travelers, and signed the applicable insurance application. Such policy jacket disclosed that the insurance company would be conducting an inspection in an effort to help calculate a replacement cost estimate, and provided additional details on what to expect with respect to the inspection, including the insurance company's ability to insure your home in the event repair work or property hazards are identified. For your convenience, we've attached the policy jacket here.

  On October 18, 2024, you contacted Matic to inform us that the insurance company notified you that your coverage was at risk of being cancelled and requested specific repairs be made in order to mitigate cancellation by November 12, 2024. This communication was escalated internally and between October 22, 2024 and November 07, 2024, Matic contacted you in an attempt to find alternate coverage as you stated you were unable to make the insurance company's requested repairs. Unfortunately, we were unable to find you alternate coverage. On these calls you indicated that you were taking separate action with the insurance company in an attempt to dispute the condition of the roof. The insurance company proceeded to cancel the policy on November 12, 2024, and issued a refund of $1,516.00 that same day.

  Matic assisted you in shopping for coverage options at your request, and bound coverage using the information you provided to us. A required inspection, and any action taken as the result of the inspection findings, is at the discretion of the insurance company. Unfortunately, Matic does not have the authority or capability to impact the actions of the insurance company following an inspection. Again, we apologize for your experience and understand your frustration with the outcome. We appreciate the opportunity to try and find coverage for you.

• Initial Complaint

  Date:11/07/2024

  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.

  I am filing a complaint against Matic Insurance Services due to misrepresentation of policy coverage and what I believe to be a bad faith handling of a car insurance claim regarding windshield replacement. Despite multiple follow-ups, clear promises of coverage, and assurances of resolution, Matic has failed to act promptly and transparently, leaving my family and me in a challenging ************ the time of purchasing our auto insurance policy through Matic, my wife and I were assured by representatives that free glass replacement was included in our policy. This coverage was a key reason for selecting the plan, and Matic agents verbally confirmed that this benefit was part of our policy.After our windshield was damaged by a rock, we attempted to file a claim with AAA (CSAA General Insurance Company), only to be informed that our policy did not include free glass replacement and that a $500 deductible would apply. This directly contradicted what Matics representatives had initially assured us.We contacted Matic again, and their representative confirmed that free glass replacement was indeed part of our policy. However, *** continued to deny this coverage. When I escalated the matter, a Matic supervisor confirmed after listening to call recordings that we had been promised free glass replacement by two different representatives. The supervisor agreed that, as a resolution, our windshield should be repaired without additional cost. She promised to coordinate with the claims department and assured us of follow-up within ***** hours.Despite this assurance, Matic failed to follow up within the promised timeframe. When I contacted them again, we were informed that it would take an additional 1-2 weeks for a decision. This ongoing delay, coupled with the initial misrepresentation, suggests that our claim has been handled in bad faith. The growing crack in our windshield now presents a safety risk that could have been avoided if Matic had acted responsibly.

  

  Business Response

  Date: 11/13/2024

  We appreciate your patience as we escalated and internally investigated this matter in an effort to resolve your concerns, and apologize for any frustration that this process has caused. Such internal investigation included a comprehensive review of the communications between all parties involved, as well as applicable documentation. Though the signed policy application does not reflect a separate coverage or deductible with respect to safety glass, the initial licensed agent mistakenly confirmed that the policy would include a $0 deductible for safety glass on the initial sales call.
   
  At this time, Matic is attempting to partner with all parties involved to resolve this issue. As instructed by the insurance carrier, the vehicle must be assessed to determine the damage prior to the approval and issuance of any financial remediation. Once the assessment of damage is received and the claims progresses, Matic will partner with the insurance carrier on next steps.
   
  We will continue with you and the insurance carrier to resolve this as quickly as possible, and provide an update here. Additionally, we want to assure you that the licensed agent has received additional coaching and will be monitored to mitigate such mistakes going forward.

• Initial Complaint

  Date:09/11/2024

  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.

  As a third party insurance coordinator, Matic provided the wrong address for homeowner's insurance which resulted in premium being paid for wrong address and my home was left uninsured.

  It has been over a month since the error was identified.

  They have been dragging their feet and giving me a run around about when the premium that was paid for the wrong address will be refunded.

  

  Business Response

  Date: 09/18/2024

  We apologize for the frustration and the time it is taking to internally investigate these concerns, and appreciate your continued communication with us. As part of our internal investigation it is necessary to conduct a thorough review of internal processes and systemic practices in an effort to the identify potential error and mitigate it from occurring further. We assure you we have been in active communication with all parties involved and have now escalated the investigation to Matic's leadership team. We hope to have a response and resolution to you soon. Thank you for your patience. 

  

  Business Response

  Date: 09/23/2024

  Hello - I wanted to follow up on this complaint as we have resolved the issue with the customer, which included issuing a refund. I do not see a way to update our response. Is that possible? Here is what we would like to say:

  We appreciate your continued communication and patience as we performed an internal investigation and partnered with the insurer and mortgage provider to find a resolution. We apologize for any inconvenience and frustration that this process may have caused. As alternative coverage was obtained and the previously paid premium has been refunded, we hope that you are satisfied with the ultimate resolution but if there is anything more we can do, please contact us at ###-###-#### or email us at *************************.

   

• Initial Complaint

  Date:09/03/2024

  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.

  I have not solicited home insurance quote from Matic Insurance in last 6 months, however they ran an inquiry into my credit on Aug 29, 2024. I did solicit in January 23, 2024 for which they have already done inquiry. Since then I have not contacted this company or requested for quote. They did an inquiry without my consent or any solicitation in August 2024.

  Customer Answer

  Date: 09/04/2024

  I need a written explanation from the business for the soft credit inquiry they did on my credit.  I have not requested or authorized any credit inquiries from Matic Insurance company.
  I provided personal information to this company in January 2024 for a specific purpose. And it was used for that initial purpose in January itself as shared in the evidence, but I did not authorize this company to continue checking my credit or making additional inquiries without my explicit consent.

  I would appreciate it if you could provide a detailed written explanation for the unauthorized credit inquiry on Aug 29,2024. 

  
  

  

  Business Response

  Date: 09/09/2024

  Thank you for reaching out and sharing your concerns regarding the recent soft credit inquiry on August 29, 2024. We apologize for any confusion this may have caused, and we appreciate the opportunity to clarify why this occurred.
  
  When you first visited Matic in January 2024, you agreed to Matics Terms of Use (************************************************), which included specific language about Matics ******************* As outlined in Section 7 of the Terms, by acknowledging Matic's Terms of Use, you provided written instructions in accordance with the Fair Credit Reporting Act and was informed that the ****************** will continuously monitor the market and proactively obtain quotes for the purpose of matching you with products and services offered by Matics network of insurance carriers. 
  
  The ****************** is designed to continuously monitor the market in an effort to find insurance rates and coverage that may better meet your needs. This service helps us proactively obtain quotes on your behalf, which may require a review of your credit information by the insurance carriers, such as a credit-based insurance score, to determine if more favorable insurance options are available to you. If more favorable insurance options are available we will reach out to let you know. If there is no coverage identified that may be more favorable than your existing coverage, Matic does not reach out.
  
  Important Points about Soft Credit Inquiries:
  - Consent: Your agreement to our Terms of Use when you initially provided your information includes consent for ongoing monitoring through soft credit pulls.
  - Impact on Credit Score: Soft credit checks, like the one conducted in August, do not impact your credit score. These inquiries are only visible to you and do not affect your creditworthiness or your ability to obtain credit.
  - Opt-Out of RateReview Option: We want you to feel comfortable with our services. If you prefer not to participate in the ****************** going forward, you can opt out at any time by emailing us at ***********************************. Opting-out of such service will cease the ongoing monitoring of coverage options and the soft credit inquiries.
  
  We hope the information above provides clarification with respect to the soft credit inquiry and the agreed upon Terms of Use. If you have any further questions or would like to discuss our response in more detail, please feel free to contact us directly at ****************************************** or any other contact method described on Matics website: **********************************************. Thank you again for reaching out. 

  Customer Answer

  Date: 09/10/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  I am rejecting this response because I did not consent to any terms and conditions as stated by the business. The email I received from my mortgage company, which I have attached, does not mention any terms and conditions that would apply if I clicked View quote. Despite this, the company proceeded to conduct a credit check and started ongoing monitoring without my explicit authorization. I had raised a concern about this in January 2024 also. I had called Matic Insurance company directly and  complained about this unauthorized credit check, as there was no reference or link to any terms and conditions whatsoever in that email. So business can not claim view quote means I consent to their terms and conditions when they never made their T&C available to review. 
  
  Regards,
  
  ***************************** **********

  

  Business Response

  Date: 09/13/2024

  Hello - In the response, the customer ***************************** **********, said they attached screenshots of their interaction with our email/sign up flow. I do not see any attachments. Is this something you have access to or were they not included? Thank you! 

  

  Business Response

  Date: 09/17/2024

  We appreciate the opportunity to perform an internal investigation and provide a response to this concern. Based on the auditable record of applicable systems, you clicked View Quotes within your email on 1/22/2024 at 8:36 PM. This action immediately led you to a landing page in which you provided your phone number for verification purposes and clicked Check My Rates. Such page is where the following language and accompanying links for each were presented: By using the Matic website you agree to our Terms of Use and Privacy Policy, where agreement to the ****************** is incorporated. Additionally, we wanted to confirm that you have been unenrolled from the ****************** and will no longer be monitored for coverage options.

  We apologize for the inconvenience youve experienced, and we want to thank you again for escalating your concern. Your feedback has prompted Matic to reevaluate the placement of our Terms of Use and other disclosures within our landing pages to better provide our customers with a positive and conspicuous experience.

  Customer Answer

  Date: 09/18/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22233830
  
  I am rejecting this response because: 
  

  The information provided about the companys landing page and terms and conditions is inaccurate. The company never made their terms and conditions available to view. This is why I immediately contacted them after they performed a credit check on me in January 2024, as I had not seen nor consented to any terms and conditions. 

  
  I believe this company is engaging in deceptive practices and potentially violating consumer protection laws.

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

• Initial Complaint

  Date:02/20/2024

  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.

  This business committed broker malpractice by writing my HO policy incorrectly. Now they refuse to allow me to correct the underwriting error by claiming they only write policies with the carrier, and they cannot service the policy. The carrier states the broker is the only one who can service the policy. This leaves me with no option to correct my policy and leaves me exposed due to broker negligence in underwriting.

  

  Business Response

  Date: 02/23/2024

  *** **** ****** ******** 

  Dear Mr. *****,
  
  We appreciate your feedback and the opportunity to address your concerns regarding your recent experience. Upon reviewing your case, we sincerely apologize for the error in your original policy and any delay in addressing the issue. We genuinely appreciate your patience and understanding as we worked to resolve the issue. We believe your issue has been resolved but if you have any additional concerns, please do not hesitate to contact Matic’s customer service team at ###-###-#### or ************************** 
  
  Sincerely, 
  The Matic Team

• Initial Complaint

  Date:05/12/2023

  Type:Customer Service 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 contacted Matic insurance services to get better insurance rates on 4/20/23. For my auto policy I was quoted at $357.17. I agreed to the quote but told the I could not make a payment until my next paycheck. I was told that it was fine, but they needed my banking information on file. On 4/24/23 I noticed I was charged $733, WITHOUT being authorized. I issued a stop payment. On 4/25/23 I attempted to call to see why, but was on hold for an excessive amount of time. So I called the actual insurance company, Safeco, and was told that I was charged that amount due to my account being set up for paying 2 months at a time. Not what I was setting up. They corrected the issue and accepted my payment of $357.17 on 4/28/23. Because of the first unauthorized charge my bank automatically flagged and denied the payment. I resolved the issue with my bank and made the payment on 5/5/23. On 5/7/23 I noticed my policy was being cancelled. On I called on 5/9/23 and was told I needed a letter from my bank. On 5/10/23 my payment had cleared. I called again on 5/11/23 to see why my policy was still scheduled for cancellation. I was told that I needed to pay an additional $711 as a "down payment" to prevent cancelling. I was never notified of a "down payment" in addition to the monthly payment, that I already paid. I told them to cancel my policy effective 5/11/23 and issue me a refund. The refund amount I was told was a little over $100, it should be a lot more as my policy was only from 5/1/23 to 5/11/23, 10 days instead of the full month. Am I being charged from the preparation date?

  

  Business Response

  Date: 05/16/2023

  Hi Mr. *******,
  

  Thank you for bringing this matter to our attention. We have conducted an investigation and would like to offer our sincerest apologies for any inconvenience this has caused. Matic will be sending you additional information to resolve this issue to both your email and your mailing address. Should you have any questions or concerns in the meantime, please reach out to ***** ******* Sr. Director Customer Service, directly at ###-###-####. 

  Best, 

  The Matic Team

  
  

  Customer Answer

  Date: 05/24/2023

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed -