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Business Profile

Auto Insurance

The General Insurance

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Insurance.

Complaints

This profile includes complaints for The General Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 303 total complaints in the last 3 years.
    • 135 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/16/2024

      Type:Billing Issues
      Status:
      Answered
      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 insurance on 7/3/24 and paid $112.63. I drove the car 30 minutes and it quit working and I returned it to the seller. I tried to cancel the insurance and was told I had to email underwriting which I did twice with no reply. I called and spoke with them today and was told that the policy has been canceled but that I will not get any refund at all. I literally did not use this insurance but for 30 minutes. How can they keep all my money?

      Business Response

      Date: 07/31/2024

      Please see the attached response. 

    • Initial Complaint

      Date:06/28/2024

      Type:Product Issues
      Status:
      Resolved
      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 cancelled my roadside assistance last month and demand a refund for the remaining amount. They can't tell me how much or when I'll receive my payment

      Customer Answer

      Date: 06/30/2024

      Policy number is as follows: oh6585956

      Business Response

      Date: 07/12/2024

      Please find response attached.  

      Customer Answer

      Date: 07/13/2024

       
      Better Business Bureau:
      You were too slow. By the time you did something, I had already irritated them enough to make them pay me. 
      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:06/28/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      In June of 2022 I made my final payment with the general. I made a duplicate payment by accident and was advised to dispute the second charge. I did that. Shortly after the general sent me a refund. They then sold it to the collection agency who have reported it to the credit bureaus. Now they are trying to collect a bill that was already made. They also sent me a credit so Im confused on how this is even legal. They did not reach out to me to even discuss it. I would like to say that this is beyond troubling and I would like someone to review this more in depth if possible.

      Business Response

      Date: 07/22/2024

      Please see the attached response. 

    • Initial Complaint

      Date:06/25/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      . Just awful. I was promised a premium and that my bill would be due on the first of the month. Then in the first month they raised my monthly rate by $20 and told me it was due on the 18th of the month. Hours and hours on the phone and on chat. Nothing was ever resolved. The employees couldn't care less about my issues. They continually transfered me around. They say they are the cheapest rate but they will raise your bill as soon as you make a down payment on the policy.

      Business Response

      Date: 07/22/2024

      Please see the attached response. 

      Customer Answer

      Date: 07/23/2024

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:06/25/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The General Auto Insurance closed my vehicle claim, after covering the cost of repairs from the basic estimate. My vehicle was stolen on May 10, 2024, which let me to file a claim with my auto insurance. Ten days later my vehicle was recovered and thus I began the ordeal of having the vehicle repaired. The adjuster refused to acknowledge the additional repairs that were uncovered by the service repair shop once they were able to start up the vehicle, they found that the motor was not working and advised a motor replacement. The adjuster denied the claim and said the finding was a long-term issue and was not covered, this vehicle was working perfect prior to the vehicle being stolen. after 10 years of being a loyal customer of The ********************** Auto ********************** they refused to cover the repairs on my vehicle and have not said they would total it, I'm left with a vehicle that doesn't run after paying on my car insurance for 10 years without lapsing. I'm disappointed and on foot. What happened to providing five-star coverage? The amount included in the "amount of money you paid" field is what I've paid over a period of 10 years $17,230.00 and I've got nothing to show for it.

      Business Response

      Date: 07/19/2024

      Please see the attached response. 

      Customer Answer

      Date: 07/29/2024

      Insurance Denial Letter.

    • Initial Complaint

      Date:06/24/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Claim number: 01007553164-02 I was in a car accident inside a Tsunami car wash on May 3rd of this year. My car was partially repaired and I am unable to reach the adjuster. I was speaking with ********* and she keeps giving me the run around saying the adjuster isnt available and she will email him. My car looked better before it was repaired. I now have 1 at fault and 1 not at fault accident on my record because The General is not doing their job! I want my car fully repaired, my at fault to this accident removed, and my deductible reimbursed. Thank you

      Business Response

      Date: 07/22/2024

      Please see the attached response. PLEASE NOTE:  the attached letter includes a response from the Underwriting AND Claims Departments.  

      Customer Answer

      Date: 07/23/2024

      If I am not at fault and I paid a $500 deductible will the General be going after the responsible party to reimburse me for my $500?

      Business Response

      Date: 07/29/2024

      Please see the attached response to the follow-up inquiry. 

    • Initial Complaint

      Date:06/24/2024

      Type:Billing Issues
      Status:
      Answered
      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 was using the general car insurance. I paid my bill. The engine in my vehicle blew up. I called them and canceled my policy. I no longer had the vehicle. They did not cancel the policy I guess and kept billing me. I contacted them again. Even after speaking with them, they sent this collection. I did not owe them any money.

      Customer Answer

      Date: 06/25/2024

      85-PN-4891524

      Policy number 

      Business Response

      Date: 07/22/2024

      Please see the attached response. 

    • Initial Complaint

      Date:06/24/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The General Insurance Claim No: ************* Date of Loss: May 27, 2024 Policy No: FL4892801 Policy Holder: **********************************: ******************************* *************************)Adjuster's Supervisor: ************************* ************************)On the morning of May 27, 2024 I was outdoor cycling when a vehicle hit me from behind. The driver of the vehicle is insured through The General. I was taken by ambulance to a local hospital. Once I reached out to The General I was informed their insured did not have medical insurance only property damage coverage. The adjuster asked that I submit my receipts for my carbon fiber bike as well as items damaged by the incident. I submitted receipts on May 30, 2024. After numerous calls to the adjuster and her manager I have yet to hear from them as to the status of reimbursement. I request assistance in helping me resolve this matter.Thank you.

      Business Response

      Date: 07/19/2024

      Please see the attached response. 

      Customer Answer

      Date: 07/26/2024

      Hello,

      First I would like to thank the BBB. I received a call on 7/3 from the manager at the General informing me that they are calling because of my complaint with the BBB and letting me know that they need a letter from a bicycle shop and photos of the bike, which I provided on 7/13. I read the Generals reply to the BBB on 7/19. They indicated in their reply that I have an attorney. I do not have an attorney representing me. Thats why Im reaching out to them directly. That same day, I called the Generals adjuster assigned to the case and the manager. I left both of them a VM that I provided the report and photos they requested, let them know that I dont not have an attorney, not sure where they got that from and that I would like a status update. To date, the General had not provided a reply to the status of the reimbursement. 

      Customer Answer

      Date: 07/30/2024

       
      Complaint: 21878533

      Hello,

      First I would like to thank the BBB. I received a call on 7/3 from the manager at the General informing me that they are calling because of my complaint with the BBB and letting me know that they need a letter from a bicycle shop and photos of the bike, which I provided on 7/13. I read the Generals reply to the BBB on 7/19. They indicated in their reply that I have an attorney. I do not have an attorney representing me. Thats why Im reaching out to them directly. That same day, I called the Generals adjuster assigned to the case and the manager. I left both of them a VM that I provided the report and photos they requested, let them know that I dont not have an attorney, not sure where they got that from and that I would like a status update. To date, the General had not provided a reply to the status of the reimbursement. 

      Business Response

      Date: 08/13/2024

      See response attacahed. 

      Customer Answer

      Date: 08/28/2024

      To the BBB,

      I have provided the ****** and ****** resignation letter dated 5/30/24 to the General Insurance. I also provided my statement on 08/23/24 to the Generals claim adjuster. 

      thanks 

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

      Business Response

      Date: 09/10/2024

      Please see the attached response to the follow-up inquiry. 

    • Initial Complaint

      Date:06/24/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      When I received my credit report last month, I discovered that there are addresses there that I never resided, accounts that I have no knowledge of, inquiries I never authorized and a variation of my name like *************************, ***********************. I may have been a victim of identity theft. I already contacted the creditors to make them know of the breach and they are requesting that I fill out a full Packet to show cause in order for them to cease reporting to my credit due to this possible identity theft. I also found this account that I believe not mine:Acct name: (Original Creditor: THE GENERAL IN)acct no. 7679****date opened 08/01/2019 balance $148.00 I am not liable for this debt and I do not have a contract with:Company: THE GENERAL INSURANCE Address: ************************************* Police Report and FTC Affidavit are attached with this complaint together with dispute letter sent to the bureaus and the authorization for release of information. I also filed complaints thru CFPB. Please delete this account from my credit report at once. Any questions or concerns I can be reached at *********************************************** and email at [email protected] need a response from the company.

      Business Response

      Date: 07/02/2024

      Please see the attached response. 

    • Initial Complaint

      Date:06/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi my name is *************************** and I'm having an issue with the general insurance. I had a hit an run on my vehicle, which is a 2017 ******* Elantra. The accident happened on 5/31/2024 around 7:30-8:00 PM eastern time. I filed a claim with the general the same day the accident happened. Well I've been through 2 adjusters, just for them to have a investigator call me an ask question. I complied with him, the investigator, gave him all the information he needed, just so he can drag it out hes asking for the same information I've already presented to him. These such as where the accident occurred, pictures of the vehicle, license, proof of **********************. So no the general is I didn't have auto insurance when the accident occurred, which is a lie, I sent the investigator all the correct information showing that I was covered at the time. Bbb can you guys help me resolve this matter please. Claim number **************

      Business Response

      Date: 07/19/2024

      Please see the attached response. 

    The General Insurance is NOT a BBB Accredited Business.

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