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:06/05/2025

  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.

  I am writing to express my deep concern regarding the practices of VA Claims Insider. As a veteran seeking assistance with VA claims, I expected ethical support but have been disappointed with my ************* has come to my attention that VA Claims Insider charges veterans exorbitant feesover half of their retroactive benefitsfor services that seem minimal or insufficient. This is troubling and may be illegal, as indicated by a recent cease and desist letter from the **, which states that charging veterans violates established regulations meant to protect us.Moreover, my personal circumstances have significantly affected my financial situation. The loss of a family member and the associated costs have added to my burden. In seeking understanding from your company, I encountered insensitivity and rigid policies despite my willingness to work together.Your charging practices raise serious ethical concerns. The Veterans' Benefits Improvement Act prohibits fees related to claims unless specifically allowed by law. This business model appears predatory and undermines the support veterans desperately need during challenging times.I urge your company to reevaluate its practices to align with legal obligations and adopt a more compassionate approach toward veterans, particularly during their vulnerable periods. Its essential for companies in this space to encourage trust and ensure clients feel valued rather than exploited.I sincerely hope that VA Claims Insider will reflect on this feedback and take serious steps toward rectifying its practices for the benefit of all veterans. I look forward to a response that not only addresses my concerns but also outlines how your company plans to adjust its policies in compliance with the law and ethical standards. Thank you for your attention to this matter.

  Business Response

  Date: 06/06/2025

  Dear Mr. ********************* you for taking the time to share your concerns. First and foremost, please accept our heartfelt condolences for your recent loss. We understand this is a very difficult time, and we sincerely appreciate you reaching out to us.
  At VA Claims Insider, we are committed to operating with integrity, compassion, and full compliance with all applicable laws and regulations. We are proud to provide ethical, transparent services that are designed to educate and empower veterans throughout the VA claims process. Our results-based model is clearly outlined in our agreement, and we strive to deliver meaningful value and support to every veteran we serve.
  That said, we deeply regret if your experience has felt otherwise. Your feedback matters, and we take it seriously. While we believe in the value of our services, we also recognize the importance of listening, adapting, and improvingespecially when veterans are navigating hardship.
  A member of our team will be reaching out to you directly to discuss your concerns and ensure your account is thoroughly reviewed. Our goal is to address this matter with fairness, transparency, and empathy.
  Thank you again for your honest feedback and for your service to our country. Please dont hesitate to reach out if you have any additional information or questions in the meantime.
  
  Warm regards,
  
  ******** *******
  Customer Service Supervisor
  **********************
  

  Customer Answer

  Date: 06/06/2025

  Complaint: 23430801
  
  I am rejecting this response because:havent been contacted to resolve the matter. I was only sent the spam email about my account when *** already explained my situation. I really dont want to involve the Texas Attorney General or the VA OID, as they already have a heavy workload with VA claims insider cases. Hopefully, we can find a more compassionate and favorable outcome for veterans. 
  
  Regards,
  
  ***** *******
  
  Regards,
  
  ***** *******

  Business Response

  Date: 06/06/2025

  Dear Mr. ********************* you for your response. We sincerely apologize if you feel your concerns have not yet been adequately addressed. Please know that we take your feedback seriously and are committed to resolving this matter as compassionately and efficiently as possible.
  As of today, I have personally reached out to you via phone, text, and email in an effort to open a line of communication and work toward a resolution. Our intention is to engage directly and transparently to ensure your concerns are heard and handled appropriately.
  Should you have secured legal counsel, please feel free to have them contact us directly we will be happy to correspond with them.
  
  Respectfully,
  
  ******** *******
  Customer Service Supervisor
  **********************
  
  

  Customer Answer

  Date: 06/06/2025

  Complaint: 23430801
  
  I am rejecting this response because:
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:06/03/2025

  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 purchase several *********** that would help increase my rating. They suggested other medical evidence other than what I was seeking like that near materialized into a good results so never got any results from the *** uses. They said it would be a money back guarantee bu ti have been refused and im seeking a refund.

  Business Response

  Date: 06/04/2025

  Thank you for the opportunity to respond to this complaint.
  
  After reviewing our records, we do show that the individual completed a discovery call with our organization. However, we can confirm that he has never been an active client of ours. No services were ever rendered, and no payments were made to our company.
  Additionally, we would like to clarify that our organization does not offer or sell *** medical services. We are not medical professionals and have never represented ourselves as such. While we may refer individuals to third-party providers, those services are entirely optional and independent of our program. Any concerns related to medical documentation or charges would need to be directed to the specific provider from whom those services were obtained. We respectfully request that this complaint be removed from our profile, as it is unrelated to any service we provided.
  
  Sincerely,
  
  ******** *******
  Customer Service Supervisor
  **********************
  

• Initial Complaint

  Date:05/31/2025

  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.

  I contracted this companys paid services to assist in filing two VA disability claims. Unfortunately, both claims were ultimately unsuccessful and had to be escalated to the VAs Higher-Level Review process. The guidance and support I received were inadequate and misinformed, leading to improperly developed claims, reduced disability ratings, and a considerable loss of ******* make matters worse, when I attempted to address these issues, I was pressured into signing a termination agreement that further limited my access to their services. This agreement stipulated that I would no longer have access to the full range of ***** services, except for minimal access to the Insider Portal to upload VA decision documents. Despite the failure of their guidance to lead to successful outcomes, the agreement also included enforceable provisions (Sections 5, 6, and 7) that held me liable for payment and confidentiality obligations, and allowed the company to continue billing or contacting me if my claims were eventually approvedregardless of their direct involvement in the successful appeal.This experience has been both frustrating and unfair. I feel misled by the promises made and believe I received substandard assistance that has negatively impacted my VA claim outcomes. I am requesting a formal review of this matter and a resolution that reflects the lack of results, misdirection, and undue contractual obligations imposed.

  Business Response

  Date: 06/02/2025

  Dear Mr. ************* you for taking the time to share your experience. We sincerely regret that you feel our services did not meet your expectations, and we understand how important your VA disability claim is to you.
  At VA Claims Insider (VACI), we are committed to providing veterans with educational resources, tools, and coaching to assist in preparing their VA disability claims. While we are not accredited agents, *** representatives, or attorneysand do not file claims on behalf of clientsour mission is to empower veterans to file fully developed claims with confidence.
  Upon reviewing your account, we want to address several points:
  Successful Increases: Contrary to your claim that our guidance was ineffective, we have successfully supported you in increasing your VA rating not once, but twice. While additional appeals such as Higher-Level Review are sometimes necessary, they are a standard part of the VA process and not an indication of failure on our part.
  Termination Agreement: You voluntarily signed a Termination Agreement, which was fully outlined and disclosed prior to signing. This agreement limits ongoing access but still provides a pathway for billing should future increases occur based on work performed while you were an active member. This is a standard contractual agreement designed to protect both parties.
  Communication and Support: We're sorry to hear that you felt our support fell short. Our team works diligently to provide accurate, timely, and compassionate assistance to every veteran we serve. If there were moments where we could have communicated better, wed genuinely like to hear more and do better moving forward.
  To that end, a member of our team will be reaching out to you today to personally discuss your concerns, review your case, and explore any additional steps that can be taken to resolve the matter to your satisfaction.
  We appreciate your service to our country and your feedbackit helps us improve how we serve all veterans.
  
  Sincerely,
  
  ******** *******
  ************************************start="2204" data-end="2207"> VA Claims Insider

• Initial Complaint

  Date:05/29/2025

  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.

  This business claims to provide solid guidance and coaching for veterans making VA Claims. Of my first six months with them, my coach failed to respond to any communication for approx. 2 months. I called and left messages and sent emails to customer service with no response. I had to reach out to a friend that was also using their services to have his coach contact someone to have a supervisor contact me. I was also provided improper guidance, which my new coach admitted, resulting in a claim denial. I have been trying to make a settlement and terminate my contract, however they are offering me a minimal discount and requiring me to sign a non-disclosure agreement.

  Business Response

  Date: 05/29/2025

  Dear Mr. ****************** you for reaching out and sharing your concerns. I want to acknowledge your frustration and sincerely apologize for the issues you encountered early in your experience with us. We understand how important this process is and regret that we fell short in meeting your expectations during that time.
  We are, however, very happy to hear that you were ultimately successful in winning your claim while working with us. Supporting veterans through this process is at the heart of what we do, and were glad that our services were able to contribute to that outcome.
  To clarify, the document youve received is a settlement agreement, not a non-disclosure agreement (NDA). Its purpose is to formally resolve the financial side of our engagement with mutually agreed terms. It confirms the agreed-upon reduced payment and concludes our contractual relationship.
  Regarding the financial aspect, we believe the $1,500 discount offered is a fair and reasonable resolution given the concerns youve addressed. This reflects our willingness to acknowledge the inconvenience and challenges you've faced, while also accounting for the time, effort, and services already provided.
  If you have any questions about the agreement or would like to move forward, please dont hesitate to reach out. We are here to support you and bring this matter to a respectful and timely resolution.
  

  ******** *******
  Customer Service Supervisor
  **********************

  Customer Answer

  Date: 05/30/2025

  Complaint: 23392068
  
  I am rejecting this response because:

  They gave me incorrect guidance resulting in a denial of one of my three claims.  Which the new coach admitted was an error.

  I went two of my first six critical months without any guidance.

  And I had to go through a third party to get a response, because their customer service line didn't respond to me either.

  There total bill was roughly $8600.  A fair settlement, since two of the six months were without assistance and I had a claim denied due to their error is $2500.

  I have tried to reason with them.  I also told them I would accept the $1500 if they removed the *** language from the settlement agreement, which they keep saying it isn't an ***.  I would ask that you request a copy of this document and read it yourself.  

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

  Business Response

  Date: 06/02/2025

  Dear Mr. ****************** you for your continued communication.
  
  As previously outlined, the $1,500 settlement offer reflects a fair and reasonable resolution. This offer remains available and was extended in good faith with the intent to resolve this matter amicably.
  We would also like to reaffirm that the settlement agreement provided is a standard document. It has been carefully reviewed and approved for consistent use, and as such, we will not be making any changes to its verbiage.
  We appreciate your time and consideration, and the offer remains open should you decide to proceed.
  
  Sincerely,
  
  ******** *******
  Customer Service Supervisor
  **********************

  Customer Answer

  Date: 06/02/2025

  Complaint: 23392068
  
  I am rejecting this response because:

  The company is not making a "good faith" effort.  A measly $1500 out of over $8000 billed for non service for two months, their customer service not responding to me and having to use a third party to get contact resolution, and incorrect advice resulting in a claim denial which my coach *** admitted on their recorded lines was an error.

  Further, the legal team must be incompetent if they are denying their standard document is an NDA.  This is why they dont have a ton more bad reviews because they are allowed to hide their malfeasance behind NDA's

  If they truly wanted to settle it, they would do up a simple, 5 minute, fee agreement and this would be over. And I could tell everyone I've know in 38 years of military service to stay away from VACI.

  They are already being investigated by the ********'s Office and have received warning letters from the VA, so it's clear they aren't on the up and up.  I should have done more research on them and the BBB should be warning people about them as well.

  I have reached out to two of my state reps about seeing what can be done to bar them from serving Michigan veterans.

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

• Initial Complaint

  Date:05/28/2025

  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.

  Va claims insider stated their business would assist in increasing my va disability. They are not an accredited agency to provide said business. They also did not assist in the ways they claimed. At this time i have attempted to reach out to cancel my contract with them and they have refused to do so.

  Business Response

  Date: 05/28/2025

  Dear Mr. *************** you for sharing your feedback. Were sorry to hear that youre dissatisfied with your experience.
  Wed like to clarify a few important details regarding your agreement and current status with VA Claims Insider. Per the contract you signed on January 1, 2025, cancellation requests must be made within two weeks of signing if no services have been rendered. Since that time, you have actively worked with our coaching team, including strategy development and C&P exam preparation. Additionally, you currently have pending VA claims. As outlined in the agreement, we are unable to cancel the contract until a decision letter is uploaded that either reflects an approval or denial. If the outcome is an approval, you will be responsible for the fees stated in the contract. If the decision is a denial, we will cancel your contract and part ways with no further obligation.

  Respectfully, 
  
  ******** *******
  Customer Service Supervisor
  **********************

  Customer Answer

  Date: 05/28/2025

  Complaint: 23387048
  
  I am rejecting this response because:

  The claim in which you are waiting on a response for has not been worked on by your company and was filled on December 22nd of 2024 which was more than two weeks prior to the signing of this contract. I requested your services and support with a mental health claim which you are providing less than subpar effort in assisting with. Your business stated they had doctors I could use. You do not. You use a third party company which is open to the public without a referral. Your coach does not know how to move forward with my claim and has wasted my time. Your company is not made up of insiders you give information which is free online and now you feel as though you are entitled to the potential money I may receive if this claim goes through when you provided no assistance with the claim. 
  
  Regards,
  
  ****** *****

  Business Response

  Date: 06/02/2025

  Thank you for your response.
  
  Wed like to clarify that our company does not provide medical services, nor have we ever claimed to employ or act as medical professionals. We do not use any company for medical evaluations. However, we do offer referrals to a preferred third-party provider that some clients choose to work with at a discounted rate. This is entirely optional, and clients are free to pursue any provider of their choice. We also want to thank you for uploading your decision letter. Our team has reviewed it and verified that there was no increase in your VA disability rating as a result of our involvement.
  In accordance with our policies and based on that outcome, we have cancelled your account, and no payment is due. We appreciate your time and wish you the very best in your continued VA claim journey.
  
  Respectfully,
  
  ******** *******
  **************** Supervisor
  **********************

  Customer Answer

  Date: 06/02/2025

  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.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:05/05/2025

  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.

  As a disabled veteran and former employee, I joined **** because I believed in its stated mission to help veterans navigate the VA claims process with honesty and care. Unfortunately, my experience revealed a very different reality.Specifically, and within the last 6 months of my employment:Repeated, unilateral compensation changes that significantly reduced the pay of veteran coaches without explanation. These changes contributed to high turnover, requiring veterans to be transferred to new coaches, undermining the quality of service provided to veterans. I had multiple veterans who had been transferred as many as five times, making me their 6th coach. Company-mandated trainings that seemed more focused on driving profit than on improving the veteran experience or ethical standards. These trainings pushed employees toward predetermined outcomes designed to maximize company revenue.Leadership concerns, particularly around the *** and VP of Sales, both Canadian citizens living in ******, who frequently made statements that raised red flags. For example, the leadership repeatedly stated that veterans will believe whatever you tell them and that we are to lead them to the outcome we want, suggesting a deliberate strategy of manipulation. The *** also openly prioritized profit over purpose, with statements such as this is going to be a $250 million company, showing that financial goals were placed above the companys original mission to serve veterans.After my termination, the head of HR repeatedly threatened me with legal action over a non-compete clause referenced in the employee handbook. However, the handbook itself stated that a separate non-compete agreement was required an agreement I never signed and which to this day I was never provided a copy of, despite multiple requests.The thing I would like to say is that I was terminated less than 24 hours after expressing concerns to the head of HR. My direct manager was given no notice (see texts)

  Business Response

  Date: 05/12/2025

  I am writing in reference to Complaint ID: ********. We are reaching out to determine what actions can be taken regarding this complaint, as it includes screenshots and PDF documents that contain sensitive company information and may violate privacy rights.  In addition, the filer of the complaint was never a client, and is a disgruntled former employee, which is a violation of your guidelines.  Please advise us on the appropriate steps to have these materials reviewed and, if necessary, removed or redacted to protect privacy and proprietary information. We appreciate your prompt attention to this matter.
  
  Best regards,
  
  ******** *******
  Customer Service Supervisor
  **********************

  Customer Answer

  Date: 05/15/2025

  Complaint: 23290908
  
  I am writing to clarify my original complaint following a cease and desist letter I received on behalf of VA Claims Insider, LLC and Served with ********** (collectively, VACI) on May 12, 2025, which raised concerns about my statements and the materials I submitted. I wish to provide additional context to the Better Business Bureau (BBB) to ensure my complaint is understood as a good-faith effort to address issues affecting veterans, while reaffirming my commitment to the settlement I requested, such as reviewing training practices and leadership reforms to prioritize veterans interests.
  First, my complaint reflects my personal opinions and experiences as a former **** employee, not assertions of fact. For example, I stated that I felt company-mandated trainings seemed to prioritize profit over veteran care, and that statements I heard from leadership suggested to me a focus on financial goals over veterans needssuch as the company aiming to reach a $250 million valuation. To avoid identifying individuals, I now refer to these as statements by leadership, but they remain my truthful recollection of conversations during my tenure. My concerns stem from firsthand observations, such as veterans being reassigned up to five times due to high turnover, and my salary dropping from $75,000 to $33,280 by April 2024, and being completely removed by December 2024. I submitted these concerns to the BBB in good faith, believing it to be a responsible avenue to address issues affecting veterans, a matter of public concern protected under the Texas Citizens Participation Act (TCPA). I intentionally avoided posting on public platforms like social media to limit any potential harm to ***** reputation, further demonstrating my lack of malicious intent.
  Second, I believe the materials I submitted to the BBB, including the Handbook, pay change documents (e.g., showing my salary reduction and removal), and communications (e.g., a Teams message to the HR director on Feb 25, 2025, and texts with my manager), were shared appropriately. I never signed the separate Non-Disclosure Confidentiality & Non-Compete Agreement referenced in the Employee Handbook (page 10), nor was I provided a copy despite multiple written requests to HR Personnel. These materials were not marked confidential, unlike other documents I handled at **** that were clearly labeled as such. As a party to the communications, I believe I am legally entitled to retain and share them under Texas law, which requires only one-party consent (Tex. Penal Code *****). I also believe this disclosure is protected under the Defend Trade Secrets Act (18 U.S.C. 1833(b)), given the BBBs role as a quasi-governmental entity.
  Finally, I believe my termination on Feb 26, 2025, at approximately 10:49 AMless than 13.5 hours after raising concerns about turnover and the commission plans impact on veterans via a Teams message to the HR director on Feb 25, 2025, at 9:12 PMsupports my view that VACIs actions may have been retaliatory. My direct manager confirmed he was unaware of the decision until shortly before my termination and had to read a script at leaderships direction, further supporting my concerns. My complaint was intended to highlight these issues for the benefit of veterans, consistent with my role as a disabled veteran advocating for others.
  I remain committed to resolving this matter responsibly and stand by my complaint as a truthful reflection of my experiences. I appreciate the BBBs role in facilitating this dialogue.
  Sincerely,
  ******* *******

  Business Response

  Date: 05/19/2025

  Dear Mr. ******************** you for taking the time to submit your follow-up statement. We appreciate the opportunity to address your concerns directly and professionally.
  While we respect your right to share your personal perspective, we must clarify that the Better Business Bureau (BBB) exists as a forum for consumers to provide feedback based on their experience as clients, not as employees. Employment-related matters should be addressed through the appropriate legal or internal HR channels, as they fall outside the scope of the BBBs intended purpose.
  That said, we recognize your intent to raise concerns in what you describe as a good-faith effort. However, we strongly disagree with several of your characterizations regarding our leadership, operations, and intent. At VA Claims Insider, LLC and Served with ********** (collectively, ****), we are committed to ethical business practices and to delivering quality support to veterans. Our focus remains on continuous improvement in all areasincluding training, compliance, and employee experience.
  With respect to the materials you submitted, we want to emphasize that VACI follows legal guidance regarding confidentiality and proprietary information. While you may believe certain items were not marked confidential, many internal documents and communications are protected by policy and law. We ask that any further use or disclosure of such materials be handled through the proper legal channels.
  We regret that your experience as a former employee did not align with the culture we strive to ******. Nonetheless, we remain focused on our mission to serve veterans with honor, integrity, and care. We consider this matter closed from a client services perspective.
  
  Sincerely,
  

  ******** *******
  Customer Service Supervisor
  **********************

  Customer Answer

  Date: 05/22/2025

  Complaint: 23290908

  
  Thank you for the opportunity to respond.
  
  I appreciate that VA Claims Insider (VACI) acknowledges my right to share my experiences. However, their latest response includes several broad statements that in my opinion appear to mischaracterize my original complaint and avoid addressing the specific concerns I raised.
  
  First, regarding the suggestion that my complaint falls outside the scope of the BBB because I am a former employee: I submitted this complaint to highlight internal practices that, in my view, may negatively affect the veteran clients VACI serves. I understand that the BBB accepts complaints from former employees when those concerns relate to business practices impacting consumers, which is the intent behind my submission.
  
  Second, the companys response does not address key details I previously outlined, such as:
  - Changes to compensation structures that, in my experience, impacted the consistency of service veterans received;
  - Elevated turnover of coaching staff, which I believe was caused at least in part by the issues outlined in this complaint. This turnover also resulted in many veterans being transferred to new coaches which i believe diminished continuity of care;
  - Statements made by leadership which, from my perspective, contributed to a culture of prioritizing company revenue over client outcomes;
  - Mandatory training sessions that, in my view, emphasized closing sales rather than ethical coaching practices.
  
  Third, while VACI references legal obligations regarding confidentiality and proprietary information, I have made every effort to comply with applicable policies and have not disclosed any materials marked confidential. Additionally, I have made multiple good-faith requests for a copy of any agreement the company asserts applies to ************** regarding a non-compete/non-disclosure clauseand I have not received any response from the company period, much less any such documentation to date.
  
  During my time at the company, public legal mattersincluding the lawsuit filed by the ************************** frequently mentioned in internal discussions. These ongoing legal concerns, and the way they were handled by leadership, contributed to my growing discomfort and skepticism about the companys alignment with its stated mission. My awareness of and proximity to these issues informed my decision to raise formal concerns, and I include this context to explain how these external matters intersected with my personal experience.
  
  Lastly, while I acknowledge the companys position that it considers this matter closed, I respectfully do not share that view. The lack of substantive engagement with the concerns raised as well as the legal threat I received from the company after my complaint was filed  reinforces my belief that transparency and accountability are warranted.
  
  I submitted this complaint in a sincere effort to advocate for standards that prioritize the needs of veterans. I hope the BBB will maintain this record for the benefit of those who rely on accurate information when choosing a service provider.

• Initial Complaint

  Date:04/08/2025

  Type:Order 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.

  In January of 2024, VA Claims Insiders (VACI) assisted me with getting my VA rating upgraded for the 2nd time. I have paid about $9,000 in 2022 the first claim rating and $6000 in January 2024 for the second claim rating. I paid all monies due by ACH to **** making the last payment due in January 2025. I am finished with upgrading my status with VACI and have asked for a Separation Letter from the Contract on March 5th by teleconference meeting with ******* ****** the new Coach who was assigned to me. I was told by ******* I would receive that email in 5-7 business days. Weeks have passed now and I can not get an email reply from ******* or the CEO ***** *****. Every time I emailed ***** ***** the email returns back to me. I just want my separation letter emailed to me as promised immediately. I do not owe anything to **** and I have made all payments on time. Thank you for your assistance in this matter.

  Business Response

  Date: 04/09/2025

  Dear Mr. ********************* you for reaching out. I want to first acknowledge your concerns and sincerely apologize for any confusion or inconvenience this may have caused.
  After reviewing your account, I can confirm that your contract with VA Claims Insider was officially canceled on March 21, 2025. A confirmation email regarding the cancellation was sent to the email address we have on file attached to your account.
  If you did not receive that email, Id be happy to resend it for your records. Please let me know if you'd like it forwarded again, or if there's a different email address you'd prefer we use.
  We truly appreciate your timely payments and your trust in working with us throughout your claims journey. Thank you again for your service.
  
  Respectfully,
  
  ******** *******
  Customer Service Supervisor
  **********************

  Customer Answer

  Date: 04/17/2025

  Complaint: 23179005
  
  I am rejecting this response because:
  I sent this email yesterday, April 16, 2025 and still did not get a response after checking my email boxes twice on the date stated.

  Dear *** *******,
  Regarding your response below to the BBB. I have checked my email and the junk folder and there is no email pertaining to my request.  I will keep my account open with the ******************** until I receive the email to this email address. I would like this email send today. I have saved this message for the appropriate person as evidence of this request.
  
  
  Thank you,
  
  
  ******** ********
  
  
  
  
  Dear Mr. ********************* you for reaching out. I want to first acknowledge your concerns and sincerely apologize for any confusion or inconvenience this may have caused.
  After reviewing your account, I can confirm that your contract with VA Claims Insider was officially canceled on March 21, 2025. A confirmation email regarding the cancellation was sent to the email address we have on file attached to your account.
  If you did not receive that email, Id be happy to resend it for your records. Please let me know if you'd like it forwarded again, or if there's a different email address you'd prefer we use.
  We truly appreciate your timely payments and your trust in working with us throughout your claims journey. Thank you again for your service.
  
  Respectfully,
  
  ******** *******
  Customer Service Supervisor
  **********************

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

• Initial Complaint

  Date:03/09/2025

  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.

  I requested a cancellation agreement notification through an email I provided on Jan 27, 2025. I received a response notifying me that it would take up to 30 days. After 30+ days I still did not receive a cancellation agreement notification even though they claimed they did. I requested a status for cancellation agreement notification to be sent to the same email on Mar 2, 2025 and they responded that it would it would take an additional wait time of 24 hours for the email. Clearly I'm receiving email responses successfully but they are not emailing me an official cancellation agreement notification email in my requests. I have also called and spoken with customer service and they assured me that I will get notification but still nothing has happened.All that I'm requesting is an official cancellation agreement notification from the company showing that I know I do not owe any charges or fees so I can find another VA Benefits provider.

  Business Response

  Date: 03/25/2025

  Dear Mr ********************* you for reaching out. I understand your concerns regarding the cancellation agreement notification.
  Upon review, I can confirm that the cancellation agreement was originally sent to you on February 9, 2025, and was resent again on March 11, 2025, to *************************** If you have not received these emails, I recommend checking your spam or junk folder to ensure they were not filtered.
  If you are still unable to locate the email, please let me know.
  
  Best regards,
  
  ******** *******
  Customer Service Supervisor
  **********************

• Initial Complaint

  Date:01/21/2025

  Type:Order 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.

  My actual email sent to VA *********************** whom it may concern,I respectfully request to cancel this agreement dated August 17, 2024. I/m well within the 30 days required to cancel.1. I have not been able to log onto your website (portal page) to complete all the necessary tasks that are required of me to be successful in your program. I made two separate appointments with *** ********** in an attempt to get help but he didn't call me back at the scheduled time nor did he attempt to even reschedule these appointments. 2. As a result of this system failure I'm unable to complete the tasks that are required of me. Section 3 (b) of our contract states, "**** provides automated educational tools for Client to complete his/her own claim, to include training videos and VA Claims Insider proprietary resources". I haven't been able to complete more than a few basic tasks before I began to have issues. Thus far you haven't been able to supply me with the necessary resources to succeed in this program. 3. I find myself unable to be successful with your program if you're unwilling to provide assistance to complete all the necessary tasks per our contract. 4. For the record I sent *** ********** an email asking to be assigned to another team so I could get help and continue in the program but he never answered or acknowledged my email. For the above stated reasons and a few I haven't mentioned please cancel my contract with no further financial obligations to your organization, as no services have been rendered nor did you assist me in making any claims. Respectfully submitted,Veteran *********** ****** I don't see why I'm expected to pay for any future increase in my VA rating when this company wasn't unable to provide me with the required training video's etc. as per our contract. You can see I was not able to complete the program so why am I still financially responsible? All I want is to be treated fairly. Thank you.

  Business Response

  Date: 01/22/2025

  Dear Mr. **************** you for sharing your concerns and providing detailed feedback regarding your experience. We sincerely regret that we fell short of meeting your expectations and that you encountered difficulties accessing our resources and support.
  Per your request, your agreement was canceled on September 5, 2024. A member of our team will be reaching out to you today to ensure all your concerns are addressed and to provide any additional assistance you may need.
  Our goal is always to provide every veteran with the tools and assistance needed to succeed, and its clear that we could have done better in your case. If theres anything further youd like to discuss, please feel free to contact us at [insert appropriate contact information].
  Thank you for your service and for giving us the opportunity to address your concerns.
  Best regards,
  

  ******** *******
  Customer Service Supervisor
  **********************

  Customer Answer

  Date: 01/23/2025

  Complaint: 22839308
  
  I am rejecting this response because:  ******** ******* I returned your call, and I wasn't able to get a hold of you.  ************ didn't honor its contract with me and provide the training/educational material needed to complete the course and when I asked for help from *** ********* he didn't call or email me.  Since you were not able to help me in submitting a claim there shouldn't be any financial obligation. Just for the record you left a message but didn't offer a resolution. 

   

  Best regards,
  
  *********** ******

  Business Response

  Date: 01/24/2025

  
  Thank you for reaching out. While I acknowledge your attempt to contact me, it is our business practice to respond within 24 business hours. I believe we did speak on the phone and addressed your concerns at that time.
  As previously stated, we canceled your contract in September 2024 and sent you an email confirming this. Once a contract is canceled, there are no further financial obligations for future claims.
  The initial contact was made to gather information and determine the next steps. I also want to extend my sincere apologies for the service you received from *** *********. We aim to provide the highest level of support, and Im sorry this experience did not meet your expectations.
  Best Regards,

  ******** *******
  Customer Service Supervisor
  **********************

  
  
  

   

  Customer Answer

  Date: 01/27/2025

  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.
  
  Regards,
  
  *********** ******

• Initial Complaint

  Date:12/05/2024

  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.

  VA insider claim was assistim me in get an increase in my VA rating. We filed for an increase on a previous rating. It was denied. The coach was trying to come up with a plan. We didnt have anything in motion. I went to my primary VA doctor and he sent me to get my hearing revaluated. And they filed paper work and i recieved and in crease on my hearing. My coach and i never spoke about the hearing increase. Once i told him they increased my hearing rating he want me to pay for there services. $3000.00 . If it was something we were working on and i got the increase i have no issue paying. But paying for a service that wasnt provided. Is absolutely not right.

  Business Response

  Date: 12/06/2024

  Mr. ******,
  Thank you for reaching out to share your experience. We appreciate the opportunity to address your concerns.
  After thoroughly reviewing your account, we have confirmed that ************* was provided during your time with VA Claims Insider. From the moment you came on board until your successful increase, you actively utilized our services and engaged with your coach on a consistent basis.
  Our records reflect over 135 text messages exchanged between you and the coaching team, as well as 61 calls totaling 3.25 hours of call time. These communications highlight the extensive support, strategies, and guidance provided to assist you throughout the claims process.
  Its important to note that the increase in your VA rating, regardless of whether the specific condition was directly discussed, is considered a result of the collaborative efforts and resources made available to you during your engagement with our team. Based on the comprehensive services provided, we respectfully maintain that a discount is not warranted. 

  Best Regards,

  ******** *******
  Customer Service Supervisor
  **********************