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:05/13/2025

  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.

  I am going through probate for my father's estate. State Farm dropped the homeowner's insurance coverage due to the current CA wildfire environment. I was able to work with Aegis Security Insurance Company via HIPPO to get a DIC policy along with the CA Fair Plan. Payment of $704 was provided to Aegis on 03/07/2024 - this was the full payment for the policy. I was then notified they incorrectly underwrote the policy and denied my coverage - denial letter received 04/18/2025. As of today, 05/13/2025, I have been advised the policy has been re-written and I have to advance $811.00 as they can not utilize the $704 that they've been holding since 03/07/2024 towards the corrected policy (that this company incorrectly underwritten). I was also advised today (05/13/2025) that it will take ANOTHER 3 weeks to get my $704 dollars refunded. Everything with this company has been fraudulent - how does one deny coverage and not refund a payment? Then can't transfer the payment from the policy they incorrectly created to the corrected one? If I had other options of obtaining homeowner's insurance, I would never work with this company.

  Business Response

  Date: 05/27/2025

  Please see attached response.

• Initial Complaint

  Date:05/06/2025

  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.

  I called for insurance quotes. Received quotes from owner **** *********, he was polite and helpful; HOWEVER, he didn't disclose that the insurance he was giving me was not "AM Best" Rated (which was necessary to get the umbrella policy that I was also interested in.)Once I had determined that I couldn't obtain the umbrella policy that I needed with these 2 insurance policies, I informed **** that I need to cancel the policies (the same week I purchased them and almost 2 weeks prior to their effective date.) He referred me to one of his employees, ***** *******, who would handle the cancellation.Basically, nothing could get cancelled until the policies became effective due to the way their crappy system works?????So now, the company has had the time to repeatedly send a bill for an "INSPECTION FEE" (that NEVER OCCURRED) and an "MGA POLICY FEE" (whatever that is)I informed ***** ******* of the bill and requested that he get the bill written off since the inspection never occurred and I had cancelled the policy before it was even in effect (and reminded him of the nightmare experience.)I received an email response informing that he was unable to get it written off, with an "I'm Sorry."

  Customer Answer

  Date: 05/08/2025

  I have attached the 2nd invoice for the 2nd policy that was cancelled.

  I was getting 2 policies for 2 different homes and they billed me $65 for the 2 separate instances that occurred at the same time. 

  You sent me a notice saying that complaint #******** was a duplicate and therefore closed. It is actually a SEPARATE CLAIM and NOT A DUPLICATE.

  It just is the same situation for a 2nd policy I had quoted and cancelled and then received another invoice for $65.

  I would like the $130 credited.

  Business Response

  Date: 05/08/2025

  We are in receipt of their inquiry, and it is our company practice to work directly with the complainant to resolve their concerns.

  Thank you.

  Customer Answer

  Date: 05/09/2025

  Here you go...this can be used for both claims.

  Customer Answer

  Date: 05/15/2025

  Complaint: 23296271
  
  I am rejecting this response because:

  Date Sent: 5/9/2025 7:19:11 PM
  Here you go...this can be used for both claims.
  
  Date Sent: 5/8/2025 5:36:54 PM
  I have attached the 2nd invoice for the 2nd policy that was cancelled.
  
  I was getting 2 policies for 2 different homes and they billed me $65 for the 2 separate instances that occurred at the same time. 
  
  You sent me a notice saying that complaint #******** was a duplicate and therefore closed. It is actually a SEPARATE CLAIM and NOT A DUPLICATE.
  
  It just is the same situation for a 2nd policy I had quoted and cancelled and then received another invoice for $65.
  
  I would like the $130 credited.
  
  
  Regards,
  
  ******** *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/17/2023

  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.

  Purchased a commercial auto liability and truck cargo insurance on 8.24.23 which stopped operations on trucking commercial auto insurance policies within 45 days of the purchase. This causes my company to no longer have coverage. The company was aware that they were not going to be selling this form of insurance but still sold the policy. I have tried to contact them numerous times about the policy, policy # ************, but was advised that there is no policy with that information. I am at a loss because money was paid for a policy that does not exist. I would like a refund for the purchase.

  Business Response

  Date: 01/03/2024

  A copy of the complaint response letter sent to ********************************* is attached.  Please let us know if any additional information is needed.

  Dear *********************************,

  ***** ************, LLC (*******) is in receipt of the correspondence from the Texas Department of Insurance with respect to your request for assistance.
  
  ******* is a managing general underwriting company that is contracted to underwrite and place business with Aegis Security Insurance Company (Aegis Security) through retail brokers such as ****** ******* ***** (*** *****). Please note that as a broker, *** ***** represents you and not ******* or Aegis Security.    
  
  According to the request for assistance from the Department of Insurance, your issues are as follows: *** ***** did not advise you that Aegis Security would stop providing coverage of insurance policies in October 2023. He did not provide you with the Certificate of Insurance (COI) and your state filings were never updated. In addition, you indicated the limit provided for Motor Truck Cargo (Cargo) coverage was $750,000, not the $1 million limit. Finally, your complaint mentions that the General Agent on the policy is not licensed to handle insurance policies for Aegis Security.
  
  Below is a narrative of events and correspondences related to your Aegis Security policy:
  
  7/10/2023 A quote was provided to *** *****. Auto Liability $1 Million, UMBI $100,000 and Cargo $100,000 were quoted as requested on the application.
  
  8/17/23 *** ***** asked if the quote was still valid, and ******* confirmed that it was. *** ***** sent in the Request to Bind.
  
  8/18/23 Both the Federal and Texas state filings were placed with the limits required by law.
  
  8/21/23 The policy and both filing confirmations were sent to *** ***** via email.
  
  11/20/23 Cancellation Endorsement #1 was processed effective 11/17/23 and was sent to *** ***** for non-payment of premium.
   
  
  Your complaint appears to be centered around several issues, namely *** ***** did not tell you about Aegis Security’s ability to write business, he did not provide the COI and filing documents to you in a timely manner, the policy did not include limits you thought were included and the General Agent is not licensed to conduct business.
  
  *** ***** was advised on 9/28/2023, after your policy was bound, that ******* was exiting the commercial auto space. We cannot speak to what *** ***** communicated to you as we were not part of any conversations between you and his office.
  
  We also cannot speak about *** *****’s office practice of providing the COI. Our office does not issue the COI. ******* did provide the policy, Federal and State filings in a timely manner to *** *****.
  
  The policy was issued with the limits and coverages requested on the application. The application was signed and dated by you on 8/17/2023. The filings were issued with the state and federal required limits.
  
  At the time your account was quoted, and your policy was bound, ******* was licensed to write business on behalf of Aegis Security.
  
  ******* cancelled for non-payment of premium, as *** ***** never remitted the “down payment” due, in the amount of $794.55. The funds were returned to the finance company (********* Inc) for the cancellation return premium, in the amount of $6,903.15 on 12/12/23 via ACH. 
  
   
  Since neither Aegis Security nor ******* were involved in your conversations and correspondence between you and *** ***** regarding placement, binding, or financing of your coverages, ******* processed all coverages as requested on the applications, sent all documents in a timely manner, processed all filings per federal/state requirements and were licensed to transact business on behalf of Aegis Security we believe this is a matter that must be resolved between you and your broker.
  
  If we can be of any further assistance on this matter, please do not hesitate to contact me at ###-###-####, or via email **********@******.com.
  
   
  Best Regards,
  
  ******* *********
  
  ******* *********  
  ***** ************, LLC
  on behalf of
  Aegis Security Insurance Company

  Customer Answer

  Date: 01/03/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I agree to disagree to the response due to the fact that you bound a contract for insurance with the knowledge that Aegis Security was ending the sale of commercial insurance policies for the trucking industries as stated within your response, "************** was advised on 9/28/2023, after your policy was bound, that ******* was exiting the commercial auto space." Which was less than 30 days after the policy was bound. You were aware that this was occurring before hand but still effectuated this policy. Being fully aware that had I continued to pay the policy premiums there would be issues when trying to submit a claim and/or no policy at all. This could be deemed fraud where the misrepresentation on behalf of your company and also **************. You both had knowledge of the pending cease of doing practice in that field, but yet you continued to sell to unbeknownst individuals as myself. So, yes your company as well as ************** should be held accountable for the actions that occurred. Again, ************** was paid a down payment and rather it remitted that to you is not my issues and should be relayed to him. All I'm requesting is that I be refunded the down payment of $1,530 that was paid to him for a service that was done illegally and without my knowledge that I was entering into a policy where the company was ceasing operation on selling commercial auto and cargo insurance policies. Had I been made aware of this, I would not have agreed to accept the policy. Again, in order to legally enter into a contract (policy) the purchaser must be made aware.

  Regards,

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

• Initial Complaint

  Date:10/14/2023

  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.

  A claim for a small fire at my home was filed on 6/20/22. In the ensuing months, Aegis sent out an adjuster and investigator to my home; however, they never resolved the claim. Since I received no further information about the claim, at the beginning of 2023 I tried numerous times to contact Aegis but they have not responded to my phone calls or emails.

  Business Response

  Date: 11/01/2023

  **************** filed the same complaint with the ********** Department of Insurance.  

  I have attached a copy of the letter addressed to **************** in response to the complaint mailed 10/31/2023.

  Please let us know if we can further assist with this matter.

  Regards,

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

  Compliance Specialist

  Customer Answer

  Date: 11/17/2023

  This message is to confirm that I received the settlement check from AEGIS.  Thank you for assistance in getting this matter resolved.

   

   

• Initial Complaint

  Date:02/10/2023

  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.

  During the cold storm our pipes busted and we filed a claim. I spoke with ******, the adjuster, a couple of weeks ago and he was to mail a paper for me to sign. I text my address but never received mail or a reply. I text a week later after not receiving anything in the mail to make sure he got my address but he will not respond. I called my main insurance company who tried calling him and the main office and also said they cannot get in touch with anyone either. ****** will not reply to my messages and the phone hangs up when I call his cell. My insurance company cannot get in touch with the adjuster or insurance company either.

  Business Response

  Date: 02/16/2023

  ******** *** ****
  
  *****************************
  *** ******* ***** ************* *** ****** ************
  **** ****************************************************************** *****
  
  
                 ***          ********* ****                                                 *******
                                **********                                                         ***********************
  
  
  
  Dear ******************:
  
  This is in response to your letter dated February 13, 2023, regarding the above captioned.
  
  Aegis Security Insurance Company received a request for assistance with a consumer complaint ID for ***********************.. 
  We located a policy with the name *********************** that expired on 07/22/2021.
  Is there any additional information for this complainant, date of loss, policy number, or property location?  We need to receive more information to identify the claim **************** references in her request for assistance.
  Please let me know if we can further assist in this matter.
  Sincerely,
  
  *****************************
  Compliance Specialist | Aegis Security Insurance Company
  ****: **************
  ***********************************

• Initial Complaint

  Date:08/23/2022

  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 have made multiple claims for my property and every time - they want to denied my claim. However no one tells me what's covered or what's not covered. I have had roof leakage dating back January 2022. Had **** * from ***** ** ***** (both times ) June 3rd -telling me that a roof replacement is lower than my deductible. I now have sheet rock caving, water leaking thru my livingroom- personal property damaged. If a new roof cost less than 3900 - what's the purpose of home insurance- when things mother nature causes. And no one tells how to repair it or where the leak is at. I never went up on the roof with **** nor he showed me where it was leaking thru. Wasting time and money.

  Business Response

  Date: 09/19/2022

  September 15, 2022 
  Attn: BBB: 
  This letter is in response to the complaint received in our office on the above referenced claims for  ****** *********. 
  On 1/11/22 the insured filed a claim (Claim #*******) for damage to the roof of the home. The  claim was inspected by an independent field adjuster and found only minor wind damage to 12  shingles on the entire roof. The amount to repair this damage was under the insured’s policy  
  deductible of $3,962. A letter was sent to the insured explaining the repairs did not exceed their  policy deductible.  
  The insured then filed a 2nd claim (Claim #*******) on 6/2/22 for damage to the roof of the home.  The claim was sent back to the independent field adjuster that found that the prior wind damage to  the roof was never repaired and there was no new damage found to the roof. A letter was issued to  the insured explaining that all damage to the roof was previously addressed in the prior claim and no  new damage was found.  
  A 3rd claim (Claim #*******) was then filed by the insured on 8/29/22. The independent field  adjuster went back to the home and this time did find minor new damage to the roof as well as  interior damage to the family room and breakfast area ceiling under the new roof damage. An  estimate was completed by the field adjuster for the damages and after the insured’s deductible, a  check was issued for $586.67 after recoverable depreciation in the amount of $876.61 and the policy  deductible was applied.  
  At this time, we have provided the insured with all the information on the damages found and what  we have allowed to repair the damage.  
  Sincerely, 
  

  Matt H****  
  MSIS Property Claims Supervisor