ComplaintsforZander Insurance

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  If you get any policies with this company and decide to cancel but this was not explained well, YOU MUST ALL DEPARTMENTS TO DO SO! THIS COMPANY HAS BEEN AUTO DRAFTING FROM MY ACCOUNT SINCE 2020! They have also refused to refund me this money. They state that i agreed to auto draft in June (i thought it was for my auto policy and renters' insurance) but I cancelled in December 2020 after they over drafted my bank account after i asked them to remove auto pay and i would pay them after paid my rent. it was drafted from my account and i was unable to pay my rent, as a single mom, taking a financial loss in DECEMBER is critical. But since i didn't call that individual department, they refused to refund me even though i did not want to do any business with them in the future.

  

  Business response

  03/08/2024

  Thank you for the opportunity to address this complaint and provide the necessary clarification.
  
  When the client called to cancel her auto and renter's insurance in December 2020, she made no mention of the identity theft protection for which she had signed up six months prior.  We have these call recordings, and will gladly submit them as evidence of no wrongdoing or lack of/improper action on our part. Zander Insurance is a broker that offers several types of protection products and services, therefore canceling one type of policy does not automatically result in cancellation of another. Had she mentioned canceling the identity theft protection, the agent with whom she was speaking would have transferred her to the appropriate department for her request to be processed. Because she did not indicate she wanted to cancel that plan, it remained in place. During that time, the client was protected and would have been privy to the full breadth of our restoration and recovery services had she become of a victim of ** theft.
  
  Alas, over three years passed before she recognized the charge for the ** theft protection. When the client called us to demand a refund, she was told that all protocols were followed appropriately, and they had been -- the client had at no point asked for her identity theft protection plan to be canceled, so it remained active. Therefore, there would be no basis for refunding her, as she was receiving the benefits of the plan. The client then advised our CSR that she had sent us an email to request cancellation in the past. We have no record of any such correspondence, but assured the client that if she could provide that communication, showing she had requested cancellation, we would happily ensure her money was refunded. Unfortunately, the client could not provide proof of any cancellation message being sent. As a result, no refund was provided.
  
  After the client posted complaints on several online platforms, a member of senior management reached out to discuss the situation, seeking to find resolution. While we could understand the confusion of being able to enroll in the ** theft protection with one person but having to speak to another to cancel, we also reiterated to the client that there is a level of personal responsibility necessary regarding what drafts are coming from one's bank account. The client agreed with this and stated she accepts that responsibility; again, we have the call recordings to share, if needed. However, as a one-time gesture of good faith, a refund of one year of the ** theft protection was offered and accepted.  The member of management confirmed with the client that this was an acceptable resolution to the issue, and we consider this matter fully resolved.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been paying for Identity Theft Insurance for 3 years and my resolution case manager ************ *****, ******************************* her Manager and Kala I called today 12/27/22. If I have been paying for resolution insurance at minimum after 2 years I should not have to explain to my case manager, ************ ***** who is *** legal on the case and who is an acting police officer like I did just 11/22 or 12/22 when the legal team and the jurisdicting *** police ******** ************************* has never changed in the two years and *********************************, *** Legal is still residing over the case. These are the same people in charge of reviewing the information and making the determination that ************** has sporadically called. So, now after two years when I am asking ************** how to specifically stop my driver's license abuse I get no response through email. I don't expect her to know everything about her job, but when I asked through email a number of times for the day worth of work she made me miss, she never responded to tell me who could understand the *** request for information since she is working with a whole Identity Theft Team and has a manager. Why now is her manager now able to call the *** team, after it took me 4 times just to get ************ ******* Manager's phone number, email information. She could have asked her manager to assist her instead of giggling and sighing on the phone that she did not understand the request for Information from the *** on the illegally registered vehicle in my name. I had to ask Ms. **** today 12/27/******** times about reimbursement for all the hours for reimbursement that is advertised for the purchase of the insurance and I have been working on for 3 years to learn that self-employed are exempt from reimbursement. No one would buy the insurance in the first place and I only asked because my agent is not doing anything even to help advise me to stop the financial bleeding to get a new driver's license when I ask it specifically of her.

  

  Business response

  12/30/2022

  We certainly understand the clients frustration and offer our apologies that this has lasted as long as it has; we are committed to diligently pursuing resolution on all of the matters noted in her complaint.
  
  While one significant element of her initial problem has been resolved by ********************, the remaining issues have proven difficult to overcome due to the lack of investigation and cooperation from the local police and the ********** of ***** Vehicles, as well as some overlap in outreach to the *** case manager and limited communication from the client. Nevertheless, our restoration team continues to work on resolving the issues at hand by staying in constant communication with the *** and proposing alternatives for resolution, as well as pushing law enforcement for a conclusive report that will move things in the right direction .
  
  Regarding the lost wages claim, we have reached out to the client on numerous occasions to reassure her that we will fight the self-employment issue with the insurance company since we are of the opinion that the coverage is not being interpreted correctly.  Our advocacy for the client has not wavered, however it does require communication and cooperation in return. Two members of our ************************* team have reached out to the client to discuss next steps so that we can continue to work on her behalf to resolve this matter.  We look forward to hearing from her soon and, again, offer our apologies that this has been a challenge to resolve. Our efforts will continue until the issue has been rectified.

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and myself had a Zander family ID Theft Protection plan. My wife passed away in March 2021. I promptly notified Zander that I would no longer need the family plan at $12.90 per month. I would like to have the single plan at $6.75 per month. In checking my auto pay on credit card I find that I am being billed for both plans! On October 28, 2021 I contacted Zander to find out why I was being billed for both plans. I was told that I would have to provide a death certificate to cancel the family plan. I was not told this in March when I made the change. My wife's death certificate is private information and none of Zander's business. They said that they will not cancel the auto pay for the family plan without the death certificate. I contacted my credit card company to change credit card numbers which I will not provide to Zander. I will cancel both plans as I don't want to do business with this type of company. I have been falsely billed $12.90 for 8 months totaling $103.20. I would like a refund. Too bad to have to get a new card number to resolve this. Sounds pretty sleazy and to think Dave Ramsey endorses this company. Says something about him.

  

  Business response

  11/04/2021

  Business Response /* (1000, 5, 2021/10/29) */ Thank you for making us aware of this concern. Upon receipt of the complaint, our ID theft manager reached out to the member to make things right.We are refunding the difference in payment for the two different plans and the cancellation of the family plan was taken care of. We appreciate the opportunity to take care of our customers and will take every measure we can to ensure they are satisfied. Consumer Response /* (2000, 7, 2021/10/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  05/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used Zander Insurance's ID Theft Protection for a few years before deciding I no longer wanted to support them with my business. On April 20th 2021 I emailed their customer support asking them to cancel my account. They followed up with a scripted email on April 21st 2021 saying, "We respect your decision to cancel your ID Theft Protection plan and we thank you for choosing Zander Identity Theft Solutions in the past. In order to cancel your membership, we will need to verify your mailing address that we currently have on file. Also, was there a reason for cancellation or were you unhappy with the service?" I provided them with my address and reasons for cancelling on April 21st 2021 and did not hear back from them. As a BBB accredited business I figured they acquiesced to my request as I'd given the required information they sought yet was charged for another year of service on May 20th 2021. They did not respect my decision to cancel and have fraudulently charged me.

  

  Business response

  06/01/2021

  Business Response /* (1000, 5, 2021/05/26) */ Thank you for the feedback, and we offer our sincerest apologies to Mr. ********* for the deactivation error. His original request should have been processed properly so that no additional transactions occurred. A manager has reached out to address this with him and the refund of the charge has been processed. His account has been deactivated per his request, as well. Lastly, we will be sending him a token of our apologies for the mistake. We invite Mr. ********* to contact us directly if there are any other issues that he would like to discuss or inquire about.

*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. ↩