Complaints

This profile includes complaints for Worth Ave Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Worth Ave Group, LLC

  1337 S Western Rd Stillwater, OK 74074-6899

  
• 

  Worth Ave Group, LLC

  PO Box 2077 Stillwater, OK 74076-2077

  

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:07/01/2025

  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.

  Filed a claim and haven’t heard back

  

  Business Response

  Date: 07/01/2025

  The policy holder's claim is pending additional required information, with this request emailed to the Policy Holder on 6/26/2025, the same date the claim was reported. If this request is not in their email Inbox, they should also check their Other/Spam/Jink files. Depending on their email settings, this request can fall into another email folder. We are resending that request today as a courtesy. Below is an accounting timeline of communications with the Policy Holder. All communication and claim processing at this time have been in a timely and responsive manner. As long as the additional information/clarification is provided by the Policy Holder, the claim can continue with adjudication.

  >6/25/25 Policy Holder submitted email to general Customer Service email box advising they had a claim to file.

  >6/26/25 Customer Service emailed back a response to file the claim online for review.

  >6/26/25 Policy Holder emailed back stating they had issues online filing a claim.

  >6/26/25 Customer Service after confirming no known online issue with claim filing, and that the Policy Holder had filed a claim (downloadable claim form online for email submission as needed used) advised the customer same, and confirmed the claim was in-house.

  >6/26/25 Claim Department sent email requesting additional needed information and/or clarification needed (For: incident clarification, date of incident, front and back of government issued identification)

  >As of 7/1/25 no response has been received from the Policy Holder with this additional information or clarification.

   

   

  Customer Answer

  Date: 07/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they sent no emails to this effect “>6/26/25 Claim Department sent email requesting additional needed information and/or clarification needed (For: incident clarification, date of incident, front and back of government issued identification)”, my spam folder has been searched and the emails I got from then attached along with the policy info, the should email me what further info is needed and how to submit it since their portal was not working 

  edit: I tried to attach a copy of the policy but the file is too large so I attached a pic
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 07/07/2025

  The customer was in contact with the claim department and their adjuster, with email responses from the customer and claim department on 7/1/2025 and 7/2/2025. The customer did provide clarification about the filed claim cause, i.e. Incident Description clarification as requested. After this clarification was provided, unfortunately the claim was not a covered event. Coverage included Accidental Damage, Theft, and Standard Perils. The claim was denied on 7/3/2025, with communication to the customer advising that Mechanical Breakdown (unless caused by an accident or standard peril) is not covered.

  Customer Answer

  Date: 07/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they are just twisting what I’m saying, it’s likely that if it’s assessed it will be shown as accidental damage as I’ve told them it wasn’t intentional 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:06/19/2025

  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.

  Dear Better Business Bureau,
  
  My name is *** ***** ****** *********, and I am writing to file a formal complaint against Worth Ave. Group, the insurance company handling my claim regarding the theft of my Samsung Galaxy Z Fold6 smartphone.
  
  On May 22, 2025, I filed an official police report with the City of Miami Police Department through their Non-Emergency Reporting System. The report was reviewed and approved, and I was provided with the official case number: **************.
  
  Here are the key details of the report:
  
  Incident Date: May 21, 2025
  
  Location: 701 S Miami Ave, Miami, FL 33131
  
  Item Stolen: Samsung Galaxy Z Fold6, Serial Number ***********, Estimated Value $1,899.00
  
  Date Reported: May 22, 2025
  
  Official Police Case Number: **************
  
  I submitted this police report to the insurance company nearly a month ago. However, I received a response stating that they have not received the report and cannot proceed with my claim until they do. Additionally, they are threatening to dismiss my claim due to inactivity, which is disrespectful and demonstrates a clear communication failure on their part.
  
  I have maintained consistent communication and acted in good faith throughout this process. The delay and refusal to acknowledge the documentation I provided have caused significant frustration and inconvenience.
  
  I respectfully request the Better Business Bureau’s assistance in ensuring that Worth Ave. Group properly processes my claim, respects my consumer rights, and adheres to appropriate timelines for handling insurance claims.
  
  I am available to provide copies of all relevant documents and further information as needed.
  
  Thank you for your attention and support.
  
  Sincerely,
  *** ***** ****** *********

  

  Business Response

  Date: 06/19/2025

  This claim is still pending information required from the policyholder, specifically a copy of the approved police report for the claimed theft. This was requested on 5/27/2025. While the online filed Police report number was provided by the policyholder previously, a full and actual copy of the report, or a verbal validation by the Police Department, must be completed. To try to continue processing this claim when the police report was still pending and the policy holder was unable to provide a copy as a result, the adjuster did attempt to verify this report with the issuing Police Department via phone and online, but this department does not provide phone or online verification as requested. While the policy holder did receive a Claim Pending Dismissal emailed notice, this is a system generated courtesy notice that a pending claim is close to 30+ days. This is in no way a threat, but a company required customer communication. In addition, even a claim dismissed for exceeding the 30+ days timeframe for missing required documentation, once that documentation is provided, the claim will be reopened back to a pending status for continued evaluation and consideration without any penalty for the prior timeframe dismissal.

  Apon review, the required and requested document appears to have now been provided here in the BBB, but also to our Customer Service Department approximately 60 minutes (2:47p Eastern) ago, and directly to the assigned adjuster approximately 1.5 hours ago. Now that the require documentation has been provided, the claim can be reviewed for adjudication. We have expedited this claim as a courtesy and as long as no other information in needed and the claim meets coverage and terms requirements, it will be processed. Should anything else be required, the adjuster or claim staff will contact the policyholder directly as are the current processing procedures for all claims. 

• Initial Complaint

  Date:04/24/2025

  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.

  Insurance Company is refusing to refund first and final month premium in full after failure to offer secure payment option as required by PCI DSS and various insurance regulations and State Law. Telephone does not offer any encryption and is not considered a secure method of payment as compared to encrypted phone, secure email, or encrypted payment portal.
  
  No attempt to help resolve the situation were given aside from being advised to risk credit card information over an unsecure line. My credit card info was recently hacked so I am locking down all of my payment information. Company website states Auto Pay is an option and that the company accepts Secure Payment. This is a misrepresentation as no such secure option or auto pay change ability exists.
  
  Ultimately I was given the option to either provide payment info via phone, or I could cancel my policy. Company refuses to refund full amount of premium for the first and only month despite their misrepresentation. I attempted to email, call, and chat to resolve issue and find solutions. Company stands by only accepting unsecure telephone payment. Questions ignored via writing in email. Dismissed via phone - call occurred at 9:58am 4/24/25 - ***. Chat with **** was unproductive. He holds there is no violation and that telephone is secure despite there being no encryption or security

  

  Business Response

  Date: 04/28/2025

  This Customers has filed multiple complaints, including a State Insurance Board (OK) with information related to PCI, insurance regulatory requirement, and State law. This complaint and any subsequent response will be handled through that State Insurance board and not on multiple different platforms. Once that process has been responded to and is complete, this complaint will be updated as well. That board’s determination will also determine our response. That Board has a 20-day response requirement. While our response to the State Insurance Board will not likely take 20 days, this review and response process will not be completed in 5 days from this filed complaint as requested.

  Customer Answer

  Date: 04/28/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:
  State Insurance Board complaint is addressing payment method legality and PCI DSS compliance only.
  Business is (or should reasonably be) aware that unencrypted payment processing is by definition not secure but continues to argue that unsecured communications are secure.
  Business mentions complaints on multiple platforms, but these platforms have different purposes. Some determine legality, some determine compliance, some determine security, some are simply customer reviews and experiences.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 05/01/2025

  To clarify, all payment methods (including Payment-By-Phone) are secure, and we are in PCI, OK SB543, and all other associated regulatory or industry compliance standards and requirements. In addition, the customer's cancelation is/was completed according to contractual terms and conditions. As previously stated, once the other customer-initiated states complaints are complete, we will update this complaint based on those state recommendations.

  Customer Answer

  Date: 05/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Business continues to falsely state that unsecured payment by phone option is secure when they offer no encryption service or protocol, and consumer payment information is recorded during calls which is not complaint with PCI DSS.
  I directly asked about the features of which would make any such calls or email secure during both email and telephone correspondence, which the business refused to answer.
  Using a basic landline service with no additional security protocol is not a secure method of communication.
  Simply saying "it's secure" with no evidence or resource is not a valid argument or an appropriate response to a concerned consumer, especially one that just had their information stolen.
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:04/14/2025

  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.

  I purchased the phone warranty with Worth Ave. Group for my iphone 15 pro.
  I have been paying monthly since January 2024 for this service.
  My coverage includes water damaged and I not so long dropped my by accident in water.
  I contacted the insurance company and they told to take it to a phone repair shop or the apple store. The insurance company provided me a form that is suppose to be filled out by the repair shop.
  I went to both, driving to different locations and waiting at these store for a long time for them to tell me that they do not fill out any documents and they do not rick opening the phone to check it.
  I emailed the insurance company telling them this and that one has been able to help me. I asked them for list of authorized phone repair shops (being that they are sending me and requiring to get this done). They did not provide a list. So I have been paying months of cell phone insurance for nothing. I want a refund of the months I have paid. I am not asking for anything more and after this I do not plan to use them again. I have paid since January 2024 until now April 2025 for a total of $216.00 ($13.50 per month).
  I am attaching the chain of emails going back and forth with this issue.
  Thank you.

  

  Business Response

  Date: 04/18/2025

  We received claim C-2025-01120131 03/06/2025 for an incident that occurred on 3/5/2025. The adjuster requested additional information from the policy holder on 03/06/2025. The information needed was the property specifications, local repair estimate, and government issued identification. 
  On 03/18/2025, notice was sent to the customer that the claim was nearing dismissal due to inactivity as we had not received the requested information. The customer responded that the facility she took it to would not provide an estimate. The adjuster responded suggesting that the customer have the phone evaluated at the Apple Store.
  On 3/24/2025, the customer states they went to the Apple Store and did not receive any assistance. The adjuster attempted to call the customer and no answer. The customer requested another call. It was explained that we just require a repair estimate to determine if the device can be repaired or required replacement in order to proceed with the claim. 
  On 4/11/2025, the policyholder again requested the policy to be canceled. Cancellation instructions were provided to the customer.
   On 4/15/2025, the adjuster supervisor reached out to the policyholder again to review the entire process and explained that they would need to make an appointment with the Apple store to receive the estimate.  Following that conversation, the policyholder stated that they have made an appointment with the Apple store on 4/17/2025. Currently we are still waiting for the information to be received by the policyholder in order to provide reimbursement for the claim.
  
  Typically, we request our customers to provide a local repair estimate to expedite the claim. This allows the customer to avoid a delay awaiting the claim closure if they were to mail the device into our contracted facilities. We understand the frustration the customer has experienced and can offer this solution if preferred.
  Once that documentation from the Apple Store is received, we will be able to proceed. 

  Customer Answer

  Date: 04/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The insurance company reached out to me and I made another appointment to go the apple store and get this check out per their instructions.

  So I am going to go again and try one last time.

  Depending on what happens I will follow up on closing the case or to continue with it.

  I will follow up ( I had the appointment for this past Thursday but I had to work late so I am going to do another appointment).
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 04/22/2025

  Currently, we are awaiting the supporting documentation following the Apple Store appointment. In the event another option is needed, we can provide shipping materials to have the device brought into our contracted facility. 

• Initial Complaint

  Date:02/26/2025

  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.

  I filed a repair claim for my cell phone which is a ******* Note 20 Ultra Factory unlocked US version, ***** ********* **** ***** Avenue Group and provided the repair receipt in the amount of $434.35. I was sent an Amazon link of a ******* Note 20 Ultra Carrier unlocked version, model numbe* ******** for $334.99 which is a lower cost phone. I was told that they will not pay me for full cost of the repair because the refurbished phone on ****** is cheaper. I contacted the adjuster and explained that my phone is a different model number than the link I was sent. I sent links of my exact phone model offered for sale on ******, confirming that my model cost was higher than the repair cost. The claims adjuster then replied by sending me link to another model S******W in the amount $318.99 and indicated this is the new a***** **** ***** *** ***** ** ***** **** *** ******* ****** * **** * ********** ** *** **** *********** **** *** **** ****** **** * *** ******** *** ******* **** *** *** ** ***** ****** *** ******* ********* * *** **** **** ******* ****** **** ** * ******* **** ** ***** ***** ****** ******** ** *** ****** ** ******* *** **** **** **** *** ***** ****** ** **** **** *** ***** ** ******* ***** **** *** **** ***** **** *** ***** ***** *** *** ******* ***** ** ******** ** ******* **** **** ********** **** **** ** ** ******* *** ***** ****** ******* ***** *** ***** **** *** ******* ****** ***** ** ******** ** **** *********** *** ** ****** ********** ***** *** ***** *** ***** *** **** ***** ** ** ****** *** ******* ******** ****** *** ******* *** **** ********* ******** *** ******* ********** ** ****** ***** ** ***** *** *** ****** **** ** **** ***** *** ****** ***** *** **** ****** ** *** **** ***** ****** ******* *** **** ** ******* ********** **** *** ****** **** *** ******* ***** ** **** *** ** ***** ******* *** ** * ***** **** **** *** ******** ****** **** ********* ** ** ** *** ********** *** ***** ** ** **** *********** *** ******** ** **** ******

  

  Business Response

  Date: 02/27/2025

  Good afternoon,

       I apologize for the inconvenience experienced during your claim. I do understand the difference in sub models and how this affects the performance of your device. I have reviewed the documentation provided and have advised your adjuster to proceed with the information provided for the repair estimate. Again, I apologize for any frustration. If you have any questions, please contact our offices.

   

  Customer Answer

  Date: 02/28/2025

   
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/18/2025

  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 purchased cellphone insurance through Worth Ave Group approximately ************************************ fully covers stolen devices. On 02/09/2025 I became aware of my cellphone not being in my possession. At 645pm on 02/09/2025 I went to J* ******* ****e which is less than 7 miles from my house. This is the last place I remember having my phone. Within 15 minutes of returning from the grocery store I noticed my phone being gone. I drove back to ********** store and I spent over 40 min trying to locate my phone. I filed a claim with Worth Ave Group later that night. I contacted the *************************** to report my phone lost/stolen and I asked for a police report. Floyd County ************ issues a CAD REPORT for personal items that are lost misplaced or possibly stolen. I submitted the report to my claim adjuster. 0n 02/17/2025 i received an email denying my claim stating it appears my phone was misplaced and that I didn't include a police report or provide certain details. All of that is untrue i provided everything i was asked

  

  Business Response

  Date: 02/18/2025

  We received claim *************** on 2-10-25 stating the following: "After I got home unloaded my groceries into my house i realized I didn't have my phone. " 

  Upon initial claim review, the adjuster requested further clarification of the incident. Response received, "My PHONE was in my front right jeans pocket upon entering the store. When I came outside to my car to put my groceries in my car I remember looking for my cars key fob to unlock the car. At that point I remember taking my phone out of my pocket placing the phone on my vehicles roof. This allowed my access to my cars key fob. My daughter ******* was with me. In the midst of talking to her and wanting to get back home to watch the super bowl I apparently left my phone on the roof of my car. I stopped 2 miles down the road to put gas in my car. It was when I got home and started to take the groceries out of my car into my house that I realized I didn't have my phone."

  Our policy does have limitations regarding mysterious disappearance. In order to support a theft claim, we require time, place, and manner to be established as well as a supporting police report. Your adjuster requested additional information to validate this requirement. The description you provided stated, "I either dropped my phone, had my phone removed from my pocket without my knowledge, or I possibly left my phone on the roof of my car in which the phone would have fallen to the ground. " This does not provide exact time, place, and manner that would support a theft claim. The police report provided also states lost which is an exclusion to the policy. At this time, we are unable to overturn the denial to your claim as we are unable to confirm that a theft occurred. 
  

• Initial Complaint

  Date:10/16/2024

  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 reaching out to address some issues I am facing with the claims process from Worth Ave Group. My home was burglarized, and numerous electronic devices covered under my Worth Ave Group policy were stolen, leading to personal losses. I organized the required documentation, such as identification, a police report, and specifics about the stolen items, and submitted them. While a claims adjuster confirmed receipt, the process has been subject to unexpected delays.Because credit cards were compromised due to this incident and replacements haven't been received, I could not meet the monthly payment for my policy. This situation risks policy cancellation and hinders my claim's progress. I believe that as long as my policy was active at the loss occurrence, processing my claim shouldn't be problematic. Unfortunately, this hasn't been the case, so I sought clarity regarding the specific policy terms that led to these delays.Since inquiring, I have been in touch with both an adjuster, *******, and her supervisor, ****** both of whom have been incredible. They reassured me that my claim would progress, maintaining that my policy was active during the event. Still, I remain perplexed over the claims process timeline. Initially, I was under the impression it would take approximately two days. However, it was later revealed that the two to three-day period only covered the adjuster's contact. Regrettably, my claim will be underwriting for at least two weeks, piling on the stress and anxiety I'm already grappling with.I am more than prepared to supply any additional information needed in advance to maintain a steady process and avert further delays. I aim to facilitate a seamless and prompt claims process and proactively address any potential issues. The burglary incident has already imposed a level of stress on me, amplifying the impact of even minor hold-ups.I sincerely hope that Worth Ave Group and I can work harmoniously to ensure a smooth claims process.

  

  Business Response

  Date: 10/17/2024

  Our website states within 2 business days for adjuster contact, timeframes for theft claim payouts will be based on claim type and any documentation needed. We are glad to hear your adjuster, and a supervisor, have been responsive and provided incredible service. You filed your claim, a 5-policy claim, on Friday 10/11/24 and with-in 1 business day (Monday 10/14/24) your adjuster was in contact with you. From 10/14 10/16 you had multiple contacts with your adjuster for documentation needed, which you quickly provided, as this claim was in process. On Wednesday 10/16/2024 you were notified via email communication that the claim was under Underwriter review.

  
  As an insurance product, our coverage does have an underwriter. While an Underwriter review is not necessary on all claim, some will have a required underwriter review based on a variety of factors, but not limited to, amount, claims type, historical, or random reviews required by our Underwriter before final adjudication.

  
  You have recently been in contact with your adjuster directly and may have already been advised this same information as the timeframe of the Underwriter review and this BBB notice overlapped. If this has not been explained yet, your adjuster will be contacting you shortly.
  

  
  

• Initial Complaint

  Date:10/01/2024

  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.

  Their website states claims processed in 1-2 days. Filed on the 22nd and it's still not completed . When I ask for the status I don't get a response. When I try to chat with them, they might reply once then ignore the rest of my questions . I've responded fast and sent them everything they have asked for. I need my laptop replaced as I use it for everything and the company seems like all they want to do slow walk the whole process .

  

  Business Response

  Date: 10/06/2024

  Our website states within 2 business days for adjuster contact and an average of 3-5 business days for a repair once at a repair shop. We have reviewed adjuster and claims email communications, on 9/23, 9/24, 9/25, 9/26, 9/30, and 10/1 and all were timely and typically same day or next business day. Your chats on 10/4, 10/1, 9/30 were answered by a click-to-chat agents. One of the two on 10/1 does appear to have dropped out at the end of a 4-minute chat. As was communicated to you on 9/26 via an official Underwriter Notification Communication review, 9/30 and 10/1 directly, at this time this claim is pending an Underwriter review before the claim can be finalized.

  As an insurance product, our coverage does have an underwriter. While an Underwriter review is not necessary on all claim, some will have a required underwriter review based on a variety of factors, but not limited to, amount, claims type, historical, or random reviews required by our Underwriter before final adjudication. As already communicated to you via email, chat, and over the phone, multiple times, this type of review can take a minimum of 15 days (initiated 9/26/24) before we may have an answer from our Underwriter. As this is not an internal process of ours, we cannot control the outcome or the timeframe for review completion. But we will do our best to try to get this reviews completion and subsequent ruling expedited if possible.

• Initial Complaint

  Date:07/11/2024

  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 purchased a cell phone insurance plan to cover my cellphone against damage. When I filed a complaint, I was denied the claim. Their justification was:We have received your claim regarding your item (s); we cannot afford you coverage at this time due to the following reason(s)UNEXPLAINED LOSS OR MYSTERIOUS DISAPPEARANCE: We will not cover loss or damage where the only proof of loss is unexplained or is caused by the disappearance of property without the knowledge as to place, time or manner of its loss. If your property was stolen, you are required to notify the local police immediately upon discovery. This policy does not provide coverage if you fail to notify the police.I feel no matter what I would have put for an explanation, they would have denied the claim.

  

  Business Response

  Date: 07/16/2024

  Good afternoon, 

                     I have reviewed your claim submission and all correspondence. After conferencing with your adjuster, it has been determined that we would proceed with your claim at this time. While it was unclear as to how the damage occurred, the damage itself is consistent with accidental damage stemming from a drop. You had stated that your children have had your device and dropped it in the past. Therefore, while it is not definite that the damage stemmed from this, we agree that it is probable. Please look out for an email from your adjuster directing you to obtain a repair estimate that we will review for your device. Thank you and please do not hesitate to reach out to us or directly to your adjuster for any additional concerns. 

   

• Initial Complaint

  Date:05/28/2024

  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.

  Dear Sir or Ma'am I bought mobile phone insurance in October last year. At that time, I saw an advertisement from **************** on the Internet saying that their insurance was better than other companies, such as *********** Best Buy, etc., so I bought the insurance. My mobile phone accidentally fell into water on January 30, so I applied for a claim because I dont understand electronic products and their website did not remind me of the importance of the **** number. In addition, I have two mobile phones of the same model at home. I mistakenly entered the wrong number on the box, but the other information is correct. At first he asked me to go to a mobile phone repair center to get a report, so I went to a store certified by Apple for repair. They said the phone was broken and could not be repaired, but the insurance company didnt believe it, so I had no choice but to send the phone to them for repair. They charged me After we arrived, they refused compensation because the **** number was wrong.and their attitude became worse and worse. I asked the other party to refund the premium $106. They said they had already After a few months, I can only get a refund of $56. I don't agree with it. Since you said that I filled in the information wrong, it means that the policy is not insured. Why can't I get a full refund? , and when I asked them to send the phone back, they losed it, and I asked them how to solve it. They kept delaying the email reply, , and then several months passed. To compensate for the phone, we must have the police. Conditions such as reporting make it difficult for consumers... , but even if a car worth several thousand yuan is missing, the police will not come to write a report. from my communication with the insurance company in the past few months, I found that they use various reasons and excuses to refuse compensation or make things difficult for you. , so I can only complain to BBB. I hope we can get a fair and just result.

  

  Business Response

  Date: 05/28/2024

  We are in receipt of the complaint you filed with the ********************* of ********* as well as this BBB complaint. The adjuster requested a copy of your valid photo ID, an electronic device checklist, as well as a repair estimate. When the repair estimate was returned, it did not include any identifiable information to confirm the insured device was the device evaluated. The adjuster then requested it be sent into a partner repair facility for evaluation. They collected your deductible once the claim was initiated in their system. Once received, the device was flagged as it was not the insured serial or IMEI number. The device was then returned unrepaired to you since it was not insured. During this time, you emailed accounting to have your deductible refunded as well as cancel your policy and obtain a refund. Then you contacted us claiming the device was not received. The repair facility provided proof of delivery pictures and tracking, and you had claimed that the device must have been stolen. At that time, you were connected to the ***************** Manager who agreed to make an exception and process a replacement cost refund for the stolen device that was not insured, as it was returned from one of our partner facilities, as long as a police report was filed and submitted as well as the electronic device checklist that had not yet been received. You stated that you had several of the same model and must have grabbed the wrong box when purchasing coverage. The device that was damaged did not have coverage, and therefore no repairs should be supported for that device. The deductible was returned to you in full when the repair was cancelled. Your policy states that a prorated refund would be provided upon cancellation request receipt. The last issue was in regard to a police report for a stolen phone. The decision to provide funds for a device that did not have coverage was a courtesy due to the extenuating circumstances for your claim.

  Customer Answer

  Date: 05/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The responsibility is not on the customer. Because your company failed to fulfill the contract, it must refund the fee. In addition, if you lose the customer's things, you must compensate. Requesting a police report is just an excuse for you to refuse compensation. It is a typical bad faith.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/29/2024

  Good morning. You purchased a policy for one of your devices and that coverage has been in place. A different device was damaged and claimed, which was denied. You opted to cancel your coverage and per the policy documentation that you had been provided at purchase, refunds are prorated. You received your prorated refund. Regarding us losing your uninsured device, ***** provided proof of delivery and pictures of the delivered device. We could consider this matter closed, however as a courtesy, we offered to provide a replacement cost reimbursement at this time. All theft claims require a valid police report in order to be reviewed. Therefore, if you want this courtesy of funds for the replacement, you will need to provide the required documentation. 

  Customer Answer

  Date: 05/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  
  Half a year has passed, and the business has no sincerity in solving the problem. I have never received any compensation from the other party, nor has my phone been repaired. Moreover, the phone has been lost. Are these all the responsibility of the customer? After paying the insurance fee, do you still have to bear the risk yourself? This is too ridiculous...
  Sincerely,
  
  ***************************