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:06/24/2025

  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 purchased a travel insurance policy through Redpoint Travel Protection for which UnivOps Insurance Services is the licensed insurance agent, apparently under your aegis, since your company name and address appear on my policy documents. We were denied coverage for a trip we had to cancel through no fault of our own. My husband is the CEO of an organization, and was managing a merger/acquisition that fell through just days before our planned departure. We cancelled with the travel agency and then filed a claim through ******** because your policy states that this was a covered event: "Your company is directly involved in a merger or acquisition. You must be an active employee of the company(Ies) that is/are merging and you must be directly involved in such an event". First, we were denied because the merger did not occur. When I noted, there was nothing in your policy language with an outcome requirement, we were denied because they said my husband, as a contractor, was not an active employee. When I noted, there also was no language to that effect in the policy document, I got nowhere. So I asked for a refund of the policy premium. Also denied because we filed a claim. No win situation and I think unfair. The merger failed because the other organization backed out at the last minute. My husband could not travel; he needed to stay in the ** to ensure his organization remained stabilized as they handled the fall out of the failed merger. I submitted all requested documentation to ******** when I filed the claim, including the press releases that name my husband as CEO and verification of his employment. We would like a full refund.

  Business Response

  Date: 07/02/2025

  Please see the attached response letter.

• Initial Complaint

  Date:03/19/2025

  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.

  On January 12th, 2024 I was involved in a collision in my Tesla *************** the police report listed the other vehicle as Vehicle #1 (most commonly at fault in *******), the other party's insurance decided to take only partial liability which left me in the deeply unfortunate situation of having to file a claim with State National Insurance. Though online reviews ranked them notorious for ghosting their customers, I was truly hoping it would not be as bad as I had heard. Boy was I wrong! On top of the 2.5 hour telephone wait time (which I proceeded to go through with since my "claim adjuster" had a full voicemail box under a different name and I was unable to reach her by email), I was blessed with over 40 days since a decision has been made on my claim: leaving me scrambling to figure out how I was going to get around, while injured (another fact they forgot to ask me about). Fortunately the second time I waited 2.5 hours to speak to a representative (did I mention the first time I had CT scans done an entire ER room visit over with by the time I had reached a representative?), I was told that my insurance covered a rental car; a fact that my claims adjuster had failed to mention throughout her absence. My rental agreement was expected to end 02/09 and as of 02/24 I still have no direction on whether or not a decision has been made. I am preparing for my rental car to get repossessed at this point and for me to once again be out of a mode of transportation. Despite all of this, there was still enough time for them to raise my car insurance rates; of which I am paying as I wait. My experience with this company has completely deterred me from ever purchasing a Tesla again in the future.

  Business Response

  Date: 03/31/2025

  Please see the attached supporting response.

• Initial Complaint

  Date:03/10/2025

  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.

  I purchased a car through 5 star auto plaza and with it I bought the gap insurance coverage through state national. My car was totaled out a couple months ago and this company is refusing to pay the gap claim of 7000 something dollars. They are claiming everything the can to avoid paying the gap claim. Gap insurance is there to pay off the remaining balance on a loan after the insurance pays which my insurance paid 3100 bucks on the loan now Im having to fight this company to pay the remaining balance. No where in my contract that I signed does it state any of the things they are trying to claim to avoid paying. They claim I didnt have insurance which is not the case seeing as how my insurance paid out 3100 bucks meaning I had insurance. They need to pay the claim and pay off the remaining amount.

  Business Response

  Date: 03/27/2025

  Please see the attached response.

  Customer Answer

  Date: 03/27/2025

  Complaint: 22927529
  
  I am rejecting this response because: what they are claiming in in correct they state in there response that tide water added there own insurance to my loan on several occasions I advised them to remove it and that I had my own insurance they also claim a deduction that my insurance put on its claim which was for the damage to the car from the wreck that is irrelevant to The gal claim gap insurance in defection is supposed to cover the Gap between what my insurance paid and the remaining balance owed and they are fighting it every step of the way instead of offering a resolution. They state that the my also deducted 200 something dollars from the payout for the remaining cost of the gap coverage which means that there is an amount that I have already paid into gap I request to know that amount and to be refunded that amount as well if they continue to refuse to pay anything on my loan. The issue at hand is that this gap insurance company is through tide water and they have been known to refuse to pay gap claims.  Its very simple they claim that they came up with an amount of 4000 something dollars for the payout and then started deducting amounts form that until there was nothing left so there is an amount that they are supposed to pay as admitted. If they will not pay off the loan then they need to at the very least pay the ******************************************************************************************************************* all the money I have paid to them.

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

• Initial Complaint

  Date:11/25/2024

  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 purchased Tesla Insurance on May 29, 2024, for the 2007 Jaguar XK in my name, Diliara Khusnulina. The policy is valid from May 29, 2024, to November 29, 2024. At the time of purchasing the insurance, the car was owned by my friend ***** *****, who lent it to me under a power of attorney. I insured the car in my name to drive it legally.On August 5, 2024, I officially purchased the Jaguar XK from ***** for $5,400 in cash. We completed the sale with a bill of sale and transferred the Title Certificate into my name. Since that date, I have been the legal owner of the car, and the insurance remained the same.On October 28, 2024, a pickup truck hit my car and fled the scene. I immediately reported the hit-and-run to 911 and filed a claim with Tesla Insurance. However, my claim was denied twice.The first denial was due to an alleged date error in my documents. Tesla Insurance misinterpreted the publication dates of the *** forms (February 2007 for the Bill of Sale and September 2021 for the Application for Title Transfer) as the dates of the documents themselves, despite the actual dates being clearly stated as August 5, 2024, on the signed forms. I clarified this and resubmitted the claim with supporting links to the *** site.The second denial claimed that I had no insurable interest in the car because I purchased the insurance before owning the vehicle. This is untrueI insured the car on May 29, 2024, while driving it under a power of attorney, and I became the legal owner on August 5, 2024. The accident occurred on October 28, 2024, long after I had full ownership.I have been paying Tesla Insurance diligently, trusting I was protected. However, when faced with a real issue, they have delayed and denied my claim with unfounded reasons. This has caused me significant stress, as I feel deceived and misled. It seems the insurance company is inventing reasons to avoid paying the claim. I request your help in resolving this matter. Thank you

  Business Response

  Date: 12/02/2024

  please see the attached supporting documents.

• Initial Complaint

  Date:10/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to cancel my car insurance I went to the place and wasted my time on **** s ****** ******************************** policy number abp6300097149 I asked the lady there and she told me my name wasn't in there system which it should have been because I just sent a payment on 8/27/2023 I demand a refund because I no longer have the car lady couldn't find policiy number

  Business Response

  Date: 09/23/2024

  The information that has been provided for the above complaint does not appear to be related to State Farm.
  The company letterhead shows National Specialty Insurance, Serviced by AIPSO – SAIP, PO Box 94674, Cleveland, OH 44101-4674 – 1-888-851-7473 as the issuing insurer where payment would be made by insured.

  Business Response

  Date: 10/07/2024

  Please see the attached response for the subjected complaint file.

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hit a deer on July 7th. Contacted State National Insurance Company on July 8th. They sent out an adjuster the following week. I have made several attempts to contact them to find out the status of my claim and never getting a solid answer. In the months' time of State National Insurance Company having my claim they have never reached out to me regarding my claim. I have had only one phone call returned to me (on August 5th). In this time, I have acquired loaner car expenses, storge expenses (as my vehicle has been sitting at a body shop since the accident), and I am making payments on a vehicle that I am not able to use. Furthermore, I am unable to purchase a new vehicle until this claim is finalized and my loan compensated.

  Business Response

  Date: 08/06/2024

  Thank you, Please accept the attached complaint response as well as supporting documents on behalf of State National Insurance Company (SNIC).

  As always, we appreciate the opportunity to serve you. Please feel free to contact us with any questions and/or additional requirements.

   

  STATE NATIONAL COMPANIES

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

  T ************ | F - ************

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

• Initial Complaint

  Date:06/26/2024

  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.

  My husband and I booked a trip fall 2023 for May 2024. In January I developed long COVID. I was out of work 8 weeks and after that on reduced hours for 3 months. In April we decided to cancel due to the prolonged recovery. Despite submitting all the necessary paperwork our trip insurance company, red point, has denied the claim. The are claiming the diagnosis is anxiety which is not covered. However the reason the trip was canceled was due tolong COVID which they are not acknowledging, despite the doctor's documentation affirming the diagnosis

  Business Response

  Date: 07/08/2024

  Please see the attached supporting documents.

  Customer Answer

  Date: 07/08/2024

  Complaint: 21905849
  
  I am rejecting this response because:

  The insurers stated the original reason for the rejection Of coverage coverage was an uncovered diagnosis.Now they're agreeing that the diagnosis was covid 19. The second item I would like to address is the difference in dates between when the paperwork was submitted, and when the trip was canceled. After We initiated the trip, It took time to make an appointment with the doctor, review the case with her and have her submit the proper paperwork. My final point is Despite having received letters documenting this The insurer is disregarding that I went back to work on a half day schedule only not a full day schedule. In other words, I was not able to carry out my full work schedule. 
  Regards,
  
  *************************

  Business Response

  Date: 07/18/2024

  Please see the attached response for file ********.

• Initial Complaint

  Date:06/10/2024

  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.

  We purchased travel insurance through this company for our March trip to *******/*******. Prior to departure, our travel company told us one of our flights was canceled and arranged for alternative arrangements. Because of this, we were forced to miss our first night in ********* and had to purchase a hotel in ******** due to an overnight layover with our alternative travel plans. The hotel in ********* was non-refundable. We filed a claim with State National Insurance Company to cover the $310.72 we had to spend on an additional hotel due to the change in our itinerary. They denied the claim stating that "Itinerary Change" and "Trip Delay" coverage was only in effect beginning the day of our departure date. They stated that because the itinerary change was made prior to our first day of travel, the additional cost of the hotel for the overnight layover and reimbursement for the non-refundable hotel night we missed, were not covered. In their policy, the section for effective date and time for trip delay coverage states "or if you must use an alternative travel arrangement after your scheduled departure date to reach your scheduled destination, on the scheduled departure date for your trip." We should also qualify for reimbursement under the "itinerary change" section of the policy. There are 4 qualifiers. Nowhere in the policy does it mention that all 4 criteria must be met. We would qualify for the reimbursement with the first listed criteria.

  Business Response

  Date: 06/20/2024

  Please accept the attached.

  Customer Answer

  Date: 06/22/2024

  Complaint: 21828695
  
  I am rejecting this response because:

  There are several ways that I can interpret my policy that would allow me to get reimbursed for the hotel in ********* or in ********. The "Itinerary Change" section would be applicable to this situation. No where in the wording of the policy does it mention that all 4 criteria listed under the "Itinerary Change" section must be fulfilled to qualify for reimbursement. We clearly qualify under #1 "the event was prepaid prior to Your Scheduled Departure Date and the cost of the event was included in the cost of the Payments and Deposits for purposes of calculating the premium;". There is no "and" after that statement and therefore according to the wording, it appears that #1 alone qualifies our claim.  If the word "and" was used after this section, then I would agree that our claim would not be covered.  The words "and" or "or" are used on subsequent sections but are noticeably absent following the statement listed under #1.  
  
  If for some reason they are still denying that fact, "Trip Delay" would also work. They are saying that the effective date to qualify for "Trip Delay" was the departure date.  The policy states "or if You must use an alternate travel arrangement after Your Scheduled Departure Date to reach Your Scheduled Destination, on the Scheduled Departure Date". That can be interpreted several ways. They are saying that since we were aware of the changes prior to the scheduled departure date, this claim doesn't qualify. This could also be interpreted as my alternate travel arrangements OCCURED after the scheduled departure date which is pertinent.  The wording throughout the policy is vague and open to interpretation.   They are trying to use that to their advantage, but unfortunately for them, it backs my claim quite well.  By my interpretation of their documents, they are obligated to reimburse me.

  Business Response

  Date: 07/08/2024

  Please see the attached supporting document.

  Customer Answer

  Date: 07/13/2024

  Complaint: 21828695
  
  I am rejecting this response because:

  This is their policy for "Itinerary Change":

  "We will reimburse You, up to the Maximum Benefit Amount shown in the Schedule of Benefits, for the unused, forfeited, prepaid non-refundable event/activity expenses paid by You if a Travel Supplier makes a change to Your Trip itinerary which either prevents You from participating in the previously scheduled event/activity or eliminates a destination from originally scheduled itinerary.  Benefits are payable if:

  1.  the event was prepaid prior to Your Scheduled Departure Date and the cost of the event was included in the cost of the Payments and Deposits for purposes of calculating the premium;

  2.  notice of the itinerary change was not provided by the Travel Supplier prior to the Schedule Departure Date of the trip; or

  3.  the itinerary change is made after the Scheduled Departure Date of the Trip; and

  4.  no comparable event, activity, or refund, whether provided in credit or cash was provided to offset the loss."

  I agree that our situation does not fulfill the qualifications 2-4, however they do not place the word "and" after the first statement.  The words "and" and "or" are used in subsequent qualifiers.  This indicates that fulfilling #1 alone qualifies for coverage.  Had they placed "and" at the end of statement #1, then I would agree that we do not qualify for reimbursement.  The "Effective Date and time for all Other Coverages" is stated to begin on the date and time that the trip began.  Our claim meets those criteria.  

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

• Initial Complaint

  Date:04/18/2024

  Type:Billing 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.

  Canceled in January, and they keep taking money out of my account. I called them they said I did cancel though they had my name spelled wrong on second account.

  Business Response

  Date: 04/22/2024

  Please accept the attached response on behalf of State National Insurance Company, Inc.

  Thank you

• Initial Complaint

  Date:02/09/2024

  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.

  We have attempted to **ntact this ** who insures our car 5+ times over the past week. Their app doesn't work. They don't return email. And anytime you call them you sit on hold for over 60 minutes.. and then they hang up. It is absurd that I pay $275 / month to insure a car and can't get ahold of them to make a claim. I also have media **nnections and am about to have them report on this as well.

  Business Response

  Date: 02/14/2024

  Dear ****************:
  
  State National Companies (SNC) is in receipt of your correspondence dated February 9, 2024 regarding the above referenced file.  SNC appreciates the opportunity to assist in this matter.
  
  We are unable to locate a policy matching the criteria outlined in the complaint as a SNC policy. If you have any additional information such as a policy number, we will be happy to review this matter further.

  Thank you

  Customer Answer

  Date: 02/14/2024

  Complaint: 21266030
  
  I am rejecting this response because:
  just adding the policy number they requested

  TLA.CA.A.T.493W7PZS

   

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

  Business Response

  Date: 02/23/2024

  Please accept the attached on behalf of State National Insurance Company, Inc.

  Thank you