ComplaintsforEmpower Insurance

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  08/12/24 $321.06 Hello I received a renew notice, they mailed a noticed to me back in July however I didn't notice the notice what was sent. However I the notice for the renewal and the deadline was the 12th. I called them 1st thing that morning and asked why insurance was increased. from 200 to ****** Alinsco expressed it was rate change and nothing can be done. I request to cancel my insurance. Then was told this must be done in writing. The insurance company ****** sent the email and advise it will take up to 20 minutes to process to call back. I attempt to fax, it failed, I emailed and refax the request. I called and they advised me didn't know why it wasn't done, but they received it and cancelled it. Now I request for them to send proof it was cancelled. Low in behold, they sent the wrong email and email me the next day showing proof of cancelled with a back date. I called the 3rd time on the 12th and told the young lady I haven't received proof and asked them was any payment pending. She told me nothing was pending your good. Thursday, they charge my account for the full renewal and told me that i was told I should be getting a refund for the probated amount which was not true. They left an empress that I was getting a refund from the previous policy didn't tell me that I was going to be charged. When I called to resolve the issues, They told me it's my lost. There are no refundable fees that will be charged, and I was told that over the phone. All of this was all lies, then they told me that I would have to wait 7 to ten business day to get a probated amount and show proof of insurance. I'm out of fees and my rent is now late because of this hold up and unclear communication.

  

  Business response

  08/20/2024

  Empower Insurance Group MGA is committed to providing understanding and resolution.  It is our sincere hope that the information provided affirms our commitment to our insureds. The following is submitted by the Empower Insurance Group MGA in response to your complaint.
  
  *************************** states that she received notice that her policy would renew on July 12th and noticed an increase in premium from $200.00 to ******. **************** further states that she was told by Empower that the increase was due to a rate change, and nothing can be done. **************** then requested to cancel her policy, Empower Insurance advised her that the cancellation must be processed in writing and sent her an email with a cancellation form. The complainant further states that Empower failed to cancel the policy on time and because of this delay Empower drafted from her account the renewal payment. The complainant also states that her policy was cancelled prorata and that it would take seven to ten business days to receive the prorated refund.
  
  *************************** policy renewed on 08/12/2024 at 12:01am. Empower insurance drafted the renewal payment in the amount of $321.06 on 8/12/2024 at 12:01am since the policy was on autopay. The complainant contacted Empower Insurance the morning of 8/12/2024 at approximately 8:12 am inquiring about the increase in premium, and when she was advised premium increased due to a rate change, she decided she wanted to cancel her policy. Empower advised **************** that she needed to sign a cancellation form and sent the form to her by email. Minutes later Empower received the signed cancellation request from **************** and canceled the policy per her request effective 8/12/2024.
  
  On 08/16/2024, Empower Insurance received notification from *** April ******* **** advising **************** Revoked/Disputed the renewal down payment of $321.06 with her **** and the down payment was NSF/not honored to Alinsco. Alinsco Insurance Void the renewal of *** ******* policy due to the downpayment not being honored / NSF by her ****. Therefore,there is no refund due to **************** as no money was received by Empower Insurance.
  
  If *************************** has further questions, she may contact Empower **************** at ************.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I obtained full coverage auto insurance through Alinsco on 7-9-2024. My coverage start date was 7-12-2024 as I still had coverage with another company but was set to expire on the 12th at 11:59PM. I paid the amount quoted for 1 month, in full, which was $223.25. A letter was transcribed on 7-13-2024 which stated I was an unacceptable driver and the policy would be cancelled as of 12:01AM on July 24, 2024. Rather than allow them to cancel my policy I immediately began searching for new coverage & once the new policy was secured I contacted Alinsco and requested my policy be canceled effective 7-19-2024. I only had coverage with Alinsco the 12th through the 19th of July. *(Side note: they debited my ***** ********** account on the 11th, which was a day before my coverage began.) They are now refusing to issue me a refund for the remaining days I paid to have coverage with them. Not only that, they now say I owe them $75.91, due to a rate increase! Rate increase??? Today was the first I have heard anything about a rate increase! A rate increase during the 8 days I had coverage??? I didn't think that was even legal. Regardless, I had no knowledge of ****** paid what I was quoted, in full. They also now claim I failed to provide former coverage info when I took out the policy which is a bold face lie. I was 100% upfront & honest from the very start of this process starting with my driving record/number of accidents in the last 3 yrs. I offered any/all information needed about my, at that time, current insurance company. I withheld nothing from them, I paid the FULL AMOUNT of what they said would be due, completed all documents, etc. I had received a declarations page, receipt showing what I paid, ($223.25), & that the recurring payment had been authorized, as well as, my insurance cards. I had NOT received notification of a rate increase or missing info but rather the letter about how I'm an "unacceptable ************** were going to be canceling the policy on the 24th.

  

  Business response

  08/15/2024

  Empower Insurance Group MGA is committed to providing understanding and resolution.  It is our sincere hope that the information provided affirms our commitment to our insureds. The following is submitted by the Empower Insurance Group MGA in response to your complaint.
  
  The complainant states that ************************* obtained auto insurance through Alinsco on 7-9-2024 with the coverage starting on 7-12-2024 since he had coverage with another company that expired on the 12th and paid the amount quoted for 1 month which was $223.25. ************ further states that he received notice that policy would be canceled on 7/24/2024 and started immediately searching for new coverage and once he secured a policy he contacted Alinsco and requested Alinsco to cancel his policy effective 7/19/2024.************ says Alinsco is refusing to issue him a refund for the remaining days as he only had coverage from the 12th to the 19th. ************* also states that Alinsco is saying he owes $75.91 due to a rate increase.************** says he paid what he was quoted and was 100% upfront and honest from the start of the process about his driving record and accidents in the last 3 years.
  
  ************************* purchased online an Empower Insurance policy through his independent sales agent, Ensurify Insurance Agency, on 7/09/2024 to be effective 7/12/2024. The policy application was electronically signed and a down payment of $223.25 was received by Empower Insurance. This policy also included several discounts when it was purchased, including, but not limited to: 24 months prior insurance, homeowners discount, Electronic Funds Transfer (***) discount, preferred driver discount (for not having any accidents/claims in the last 36 months), advance quote, and full disclosure discount.
  
  During the underwriting process on 7/13/2024. ************************* was notified that the policy was set to cancel effective 7/24/2024 due to underwriting reasons - unacceptable driver. During review of Mr. *********************** claims history reports, Empower discovered 3 at fault accidents (04/01/2023,08/06/2022, and 08/31/2021) that were not disclosed on the Empower application.************ certified on the application that he had not been involved in any motor vehicle accident or any motor vehicle violation during the 36-month period immediately preceding the date of the insurance application.
  
  Therefore, due to the claims activity, the preferred driver discount was removed as ************ no longer qualified for the discount. In addition, the Homeowner discount (property owner is not ************ per county property records), the-24-month prior insurance discount (no proof was received) and the *** discount (due to the change in premium) were also removed generating an increase in premium.
  
  Mr. *********************** policy was canceled effective 07/19/2024 per his request and was canceled using the pro-rata method which takes in consideration, days of coverage, policy premium, additional/increase premium due to the undisclosed accidents plus losing discounts, fully earned and non-refundable fees, and down payment made by insured. The policy balance after cancellation was $75.91 earned premium due to Empower Insurance. If all claims history would have been included when quoted and listed on the application,plus only list the discounts that proof was submitted for, the needed down payment to start coverage would have been much higher.
  
  ************************* advises on this complaint that he did disclose all his claims history when quoted, however, on his insurance application there were no accidents disclosed for the last 36-month period immediately preceding the date of the insurance application. Since ************ used his independent agent Ensurify Insurance Agency for the purchase of this policy,he needs to speak to his agent on why the claims information was not disclosed on the application.
  
  
  ************** independent agent Ensurify Insurance Agency, may contact Empower if needed to discuss why claims history was not disclosed on the application and/or to provide proof of discounts. Based on information and/or documents from Ensurify Insurance Agency, Empower may re-adjust the pro-rata cancellation. If ************************* has further questions he may contact Empower **************** at ************.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the insurance company has made no attempt to resolve the problem of their insured backing into my vehicle. the one person that does answer the phone forwards calls to departments that NEVER answers the calls, no adjuster has contacted me to inspect the damage. I tried sending pictures to the one person I talked to, but the pictures didn't go through, I tried from three different phones to send them. the number is either non-working or a burner that doesn't receive pictures, the texts go through. the company operates like a fly by night that sells insurance cards but does not offer coverage for damages to other vehicles.

  

  Business response

  08/14/2024

  
  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to Alinsco clients, claimants and Texas consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group MGA, **** (Alinsco), as a managing general agent for the Alinsco Insurance Company.
  The review submitted is not from an Alinsco client. Even though this is not our client that we represent, we are pleased to provide an answer to the complaint from this party that has not made a purchase of our services.
  The claim was reported on 07/25/2024 with a date of loss of 07/25/2024.  Alinsco promptly obtained the complainants statement within one business day of the claim being reported. The third-party complainants photos were requested at the time of the statement to write an estimate of damages for the complainant's vehicle.
  Coverage is still pending as the insureds policy was purchased a day prior to the loss.
  On 07/31/2024 the third-party complainant sent a single photo of his vehicle. No photo of the license plate or VIN number to confirm the vehicle is the correct vehicle. 
  On 08/02/2024 Alinsco contacted the third-party complainant and advised again what was needed to move forward with her claim.
  On 8/3/2024 The claim was closed for Lack of interest pending receipt of photos for the complainants vehicle.
  The claim is closed but could be reopened once the photos from the complainants vehicle are received. As of now, there is no further action needed from Alinsco. If ******************* has any further questions, she may contact Alinscos ***************** at ************
  

• Initial Complaint

  05/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I tried to get the amount I was told I would be paying for the policy. I keep trying to tell them I sent over to email. They kept talking over me, not letting me explain what was going on then trying to tell me what was wrong. The superior also did the same thing trying to tell me she looked at the paperwork and was missing things. I tried to explain to her that I sent a second email then all of a sudden she said oh I see one say no it's been there both of you keep talking over the customer and not listening to us. What we are saying is the customer service is very rude they do not handle customers properly the business handling is horrible this is a bad place. I tried to tell her to hold on I was going to send another document she didn't hear me I had to say it 3 times because she continued to talk over me. Then I had to wait 45 min for them to get the email which did not take 5 seconds for them to receive my email before. I do not like to be lied to and this is not starting as a terrific partnership deal with this every month. I am not paying over what I was quoted.

  

  Business response

  05/15/2024

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to Alinsco clients, claimants, and Texas consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group MGA, **** (Alinsco), as a managing general agent for the Alinsco Insurance Company.

  ************************ states that she was trying to get the amount she was told she would be paying for the policy. ************************ also states that she explained to Alinsco that she sent several emails, but Alinsco was not receiving them. ************************ further states that shes not paying over what she was quoted.
  
  Mrs. **************** purchased a policy on 04/02/2024 with several discounts including, but not limited to: 24 months prior auto insurance, electronic funds transfer (EFT), homeowners discount and full disclosure discount. ************************ insurance policy was also set for paperless, and her bill reminders were set to be sent directly to her phone number. For two of the discounts (prior auto and homeowner)provided to ************************, proof of discount must be submitted to Alinsco by the sales agent or by the policyholder immediately after binding coverage.
  
  On 04/09/2024,Alinsco Insurance issued an underwriting notice to both ************************ and her independent sales agent requesting complete proof of discounts.
  
  On 05/02/2024, ************************ contacted Alinsco inquiring about the increase in her installment payment. ************************ was informed about the pending documentation to complete the policy discounts.
  
  On the same date, Alinsco received documentation proving that ************************ was covered for 12 months prior to her current auto insurance policy. Alinsco informed ************************ that her policy was quoted with 24 months of prior auto insurance, therefore, additional information was needed to complete her discounts.
  
  Further that same date, Alinsco received additional prior insurance documents from ************************ as proof of discounts. Alinsco promptly reviewed them, accepted the additional documents as proof and applied the full 24 month prior auto discount to the policy. Once ************************ confirmed her premium was adjusted back to as quoted, made her installment payment in the amount of $51.50.
  
  If ************************ has any further questions, she may contact Alinscos *************************** at ************ 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My veh8icle was rear-ended by the insurance company's unsured. The insurance company accepted responsibility and deemed my car totaled. They deducted costs charged to them by the repair shop from my settlement. The costs included multiple items (some duplicate) requested by the insurance to complete their investigation and storage fees incurred due to their delay authorizing work to my car.

  

  Business response

  04/29/2024

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to Alinsco clients, claimants, and Texas consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group MGA, **** (Alinsco), as a managing general agent for the Alinsco Insurance Company.

  
  The complainant states that her vehicle was rear-ended by Alinscos insured. The complainant also states that Alinsco accepted responsibility and deemed her vehicle totaled. The complainant states that Alinsco deducted costs charged to Alinsco by the body shop from her settlement. The complainant also states that the costs included multiple items requested by Alinsco to complete the investigation and storages fees incurred due to Alinscos delay authorizing work with the complainants vehicle.

  
  The claim was filed on 01/29/2024 by *****************. Alinsco promptly contacted the complainant to obtain her recorded statement. On the same day, Mrs. ******* vehicle photos were received, and the liability was determined. Alinsco proceeded to complete an estimate for the initial repairs.

  
  On 01/31/2024 Alinsco advised ***************** about the initial payment and the supplement process. Alinsco proceeded to issue the approved payment on the following business day.
  On 02/06/2024, Mrs. ******* body shop contacted Alinsco to advise the reception of the vehicle and to advise the vehicle needed to be deemed a total loss as the repair amount was around $12,000 before torn down. Alinsco requested supplements from the body shop for review.

  
  On 02/13/2024, Alinsco received the repair facilitys supplement and additional photos of the vehicle. On the same day, Alinsco sent an email to the repair facility requesting additional photos of the rear body panel to justify the replacement they were requesting as no damage was able to be seen in the photos received. Further that same day, the body shop sent the pending photos. On 02/14/2024, Alinsco reviewed the photos and proceeded to request all the invoices for the parts that were being replaced to proceed with the payment process.

  
  On 02/22/2024, Alinsco received additional photos and supplement from Mrs. ******* body shop. On the next day, Alinsco contacted the body shop to advise the vehicle was deemed a total loss as the repairs reached the threshold. On 02/24/2024, Alinsco contacted ***************** to advise her vehicle needed to be moved from the body shop as it has been deemed a total loss. The call was unsuccessful, and was unable to leave a voicemail, an email was sent advising this.

  
  On 02/28/2024, Alinsco proceed to make an additional attempt to contact **************** and advise that her vehicle needed to be moved from the body shop. On the same day, Alinsco received a copy of the fee invoice from the body shop.Alinsco reviewed the invoice and completed the total loss offers. On the following day, Alinsco released the offers to the complainant.

  
  On 03/01/2024, Alinsco advised ***************** that her vehicle was still accumulating storage fees as it was still at the body shop, and it needed to be released from there to avoid any further fees. She understood.

  
  On 03/08/2024, ***************** contacted Alinsco to advise that she disagreed with the chargebacks. Alinsco informed the complainant that any fee not usual and customary is applied as chargeback; ***************** still disagreed.

  
  On 03/18/2024, Alinsco contacted ***************** to advise about the undisputed amount payment. ***************** disagreed and stated she was going to return the check. On the following day, Alinsco issued a check for the undisputed amount to ****************.

  
  On 03/26/2024, Mrs. ******* insurance company contacted Alinsco to discuss the chargebacks added to the undisputed amount. The insurance company advised that ***************** agreed to accept the retain offer for $11,000. On the following,Alinsco contacted ***************** to verify if she was willing to accept Alinscos offer, once this was confirmed Alinsco proceeded to inform ***************** that the 1st check issued was going to be void in order to send a new one for the full amount.

  
  On 04/15/2024, after receiving Mrs. ******* title, Alinsco proceeded to issue a check for the retain offer.

  
  The claim has been paid and closed with no further actions needed from Alinsco. If **************** has any further questions, she may contact Alinscos ***************** at ************ 

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife was involved in a vehicle accident on the 26th of November, the same day that my direct deposit posted to. my account. She was staying with her friend that night. When I woke up the morning of the 26th, I began to pay bills as I normally would when my direct deposit posts. I paid the insurance along with a few other bills that were due. When I spoke with my wife later that morning, I was then notified that she was in an accident around 2:30am. She was ok except a few bumps and bruises, but the vehicle was towed to the tow yard. I file an insurance claim online and wait a few days and I don't hear anything from the company so I call them. They tell me that they don't have a claim for me and I would need to do it again. So I go back online and submit the claim again, this time taking a screenshot of the submitted claim as proof. a few more days go by and nothing so I call again. They tell me that there is no claim for me, at which time I call them out on their lies and tell them that I have proof that the claim was submitted because this was the second time that I had to submit it and I took a screenshot. They still say that It's not there so I do the claim over the phone. We were told that the claims rep would contact us. They did not. Then we were told the claims rep changed and the new one would contact us. they also told us to leave the vehicle at the tow yard and the new rep would tell us what to do. The new rep never called, and cannot be reached because his phone goes directly to voicemail every time. It's now January 5th and I receive a check from the company for the monthly insurance premium as a refund. I canceled my policy with this company because of lack of communication and went with a bigger more reputable one. They denied my claim weeks after letting the vehicle sit at the tow yard, and incur charges of over $1500 which we are left to pay. They said the reason for the denial is that the accident happened at 2 am, and the policy was not in force until I paid the bill that morning. I received no notice of cancelation, no phone call, no email, no form of communication nor attempt was made from the company. Please see attachment complaint to the ***** Department of Insurance, which has yet to be

  

  Business response

  01/10/2024

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to Alinsco clients, claimants and ***** consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group ********.(Alinsco), as a managing general agent for the Alinsco Insurance Company.

  ************************* purchased an Alinsco Insurance policy on 09/23/2023. The policy application was electronically signed and a down payment of $470.50 was received by Alinsco Insurance. This policy also included several discounts when it was purchased,including, but not limited to: 6 months prior insurance, Electronic Funds Transfer (EFT) discount and full disclosure discount.

  On 10/29/2023, ************************* was notified that his auto insurance payment due on 10/28/2023 was not received. On the same notification, ************************* was advised that if his auto insurance payment was not received by 11/09/2023, his policy was going to be cancelled at 12:01 A.M. on 11/10/2023.

  On 11/10/2023, ************************* was notified that his policy was cancelled for failure to pay his monthly installment premium. On 11/26/2023,************************* reinstated his policy online and signed electronically an Affidavit and Statement of No Loss, in which he stated that no loss occurred between his policy cancellation on 11/10/2023 at 12:01 A.M and his policy reinstatement on 11/26/2023 at 10:33 A.M.

  ************************ filed a claim on 12/13/2023. Alinsco promptly secured a statement from the driver involved in the accident that occurred on 11/26/2023 at 2:00 A.M.

  **************************;contacted Alinsco on 12/18/2023 and advised that his vehicle was at the tow yard and asked if we needed him to send the photos of his vehicle as he already had them. Alinsco provided an email to send the damaged vehicle photos.

  On 12/19/2023, Alinsco contacted **************************;to inform him that his claim was still under investigation and that once an update was available, Alinsco was going to inform him.

  On 12/21/2023, **************************;contacted Alinsco following up with the claim.Alinsco advised **************************;that his claim was still under investigation since his policy was cancelled before the accidents date of loss. **************************;understood.

  On 12/21/2023, Alinsco Insurance issued a refund check in the amount of $379.90 to ************************* by **** to the address listed on the policy.
  
  On 12/22/2023, the liability was determined, and the claim was denied due to ***************************** policy was not in force when the accident occurred.

  As of today this claim has been denied and closed with nothing further needed from Alinsco.

  Customer response

  01/29/2024

  Complaint: 21103648
  
  I am rejecting this response because: 

  I am just now seeing the response from the company and being able to have anything to say back. Their story and timeline makes no sense. They claim that they informed me on 11/10/2023 that the policy was cancelled, and yet The date of notice that I received just days before Christmas says otherwise. The date of notice that I have is dated 12/21/2023, not 11/10/2023. I have attached the letter. Also they claim that they notified me that the claim was still under investigation because the policy was cancelled. That's not what they told me, nor did they call me. I called them. They told me that since I paid the bill the same day as the accident that it's taking a bit longer. I then asked them what should I do about the vehicle that is at the tow yard and they advised me to leave the vehicle where it's at and wait for the claim rep to contact us to let us know what to do. MY CLAIM *************** NEVER REACHED OUT. Everytime I called and left a voicemail he never returned my calls, and his phone always went directly to voicemail. It wasn't until December 27th that we received a letter in the mail and a check that was dated December 21st on the check and December 22nd on the letter informing us that they denied the claim. ** this point in time we are approaching a month that the car was in the tow yard. With it being just after Christmas and having 4 kids, being a disabled veteran on a fixed income, there was no way that we could come up with the money to get the car before the tow company sold it at an auction. When I had the money to get the vehicle from the tow yard, we were told to wait and leave it where it is by the Alinsco rep. ** the very least, I feel that they owe us the funds that were due to the towing company up until the date that they sold the vehicle at auction. I'm sure that they record their calls like every other business of that nature, and I'm positive that they have the conversation where the rep told me to leave the vehicle where it is. Since it's their fault that we no longer have the car because I listened to them, and still have to pay for it ,I think this is a fair resolution. If not, then I will file a lawsuit against them, and against the claim rep who never reached out for damages, pain and suffering, Rental reimbursement, and whatever else my lawyer advises. Please let me know what I need to do, and inform them of my offer and my intention to file suit. 

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

  

  Business response

  02/16/2024

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to Alinsco clients, claimants and ***** consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group ********.(Alinsco), as a managing general agent for the Alinsco Insurance Company.
  
  On 10/29/2023, ************************* was notified that his auto insurance payment due on 10/28/2023 was not received. On the same notification, ************************ was advised that if his auto insurance payment was not received by 11/09/2023, his policy was going to be cancelled at 12:01 A.M.
  
  On 11/01/2023, ************************* contacted Alinsco Insurance due to a late fee added to his monthly payment. Alinsco Insurance advised ************************* that his ******** were every 30 days after the effective date of his policy,therefore, his monthly payment was already overdue.
  
  On 11/10/2023, ************************* was notified through a mailing letter that his policy was cancelled for failure to pay his monthly installment premium. On 11/26/2023, ************************* reinstated his policy online and signed electronically an Affidavit and Statement of No Loss, in which he stated that no loss occurred between his policy cancellation on 11/10/2023 at 12:01 A.M and his policy reinstatement on 11/26/2023 at 10:33 A.M.
  
  ************************* filed a claim on 12/13/2023. Alinsco Insurance promptly secured a statement from the driver involved in the accident that occurred on 11/26/2023 at 2:00 A.M. On 12/18/2023, the complainant contacted Alinsco Insurance and advised that his vehicle was at the tow yard and asked if we needed him to send the photos of his vehicle as he already had them.
  Alinsco Insurance started the investigation and noticed that ********************** policy was reinstated hours later the same day when the accident happened. ********************** policy reinstatement was void since there was a loss during the policy lapse in coverage.
  
  On 12/21/2023, Alinsco Insurance issued a refund to ********************* for his monthly installment payment in the amount of $379.90 by **** to the address listed on the policy and an additional letter of cancellation was issued to ********************** address listed on the policy. On 12/22/2023, the liability was determined, and the claim was denied due to the complainants policy not being in force when the accident occurred.
  
  If ************************* has further questions, he may contact Alinsco **************** at ************
  

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am filing a complaint against a link Alinsco auto insurance company. September 5, 2023 one of their motorists rear-ended me while driving South on 287 in **********.Initially the motorist that rear ended me stated she was going to file the claim. Information it has been horrible getting someone to even answer the phone, let alone trying to get this claim completed and closed so I can go on with my life.Finally today September 20 2023 after several weeks of calling obsessively a representative advise me that a check was already sent out to my home which was confusing to me because I recently moved and no one has ever asked me my address.The representative didn't want to tell me how much the check was for but finally said $780 which is grossly under the three estimates I have received plus they sent it to the wrong address..Now I have to wait for I don't know how long to have a new check reissued to my correct address Plus I had to send an email with the price quote so I can be compensated correctly.I feel like I have been REAR ENDED twice and Alinsco just really doesn't care about providing good customer service.

  

  Business response

  09/28/2023

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to Alinsco clients, claimants and ***** consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group ********. (Alinsco), as a managing general agent for the Alinsco Insurance Company.
  The complainant states she was rear ended by an Alinsco policy holder. The complainant also states that Alinsco never responded to any of her calls. The complainant further states that a check was issued to an incorrect address since she had moved recently. The complainant also states that the amount received to pay for her vehicle repairs was under the estimate she provided.
  
  The claim was reported on 09/12/2023 with a date of loss of 09/05/2023. Alinsco promptly obtained the needed recorded statements.
  
  On 09/14/2023, the complainants photos were received, and a written estimate was completed on the same day.
  
  Coverage was accepted on 09/18/2023 and the liability was determined, placing Alinscos insured 100% at fault for the accident.
  
  The check in the amount of $780 was issued to the complainants address listed on the Alinsco system.
  
  On 09/27/2023, Alinsco reissued the check in the amount of $780 by **** to the complainants updated address. Alinsco contacted the complainant to advise her that the reissued check has already been mailed out.
  
  The complainant may take her vehicle to the body shop of her choice to start the repairs in her damaged vehicle with the amount of the initial estimate and may follow the supplemental procedure detailed in the estimate if any additional repairs are needed.
  
  If Ms. *********************** has further questions,she may contact Alinsco ************************* at ************.

  Customer response

  09/28/2023

  Complaint: 20632797
  
  I am rejecting this response because: I would like my statement to reflect that Alinsco opening customer service statement did not apply to my case which leads me to believe the statement hasn't applied to others. I want it documented that I would call Alinsco no less than 3 times daily to speak to a representative. First, they had issues sending me the link to submit photos of the damage. Then, I called to make sure they received the photos. Next, I would call to see when I would be founded for the damages. The representative stated she would call me on Wednesday, September 13th, of course she didn't so I called Alinsco. Alinsco never called me back, that is why the check was issued to the wrong address. When I found out the amount and that the check was grossly under estimate I decided to reach out to The Better Business Bureau to expose Alinsco's poor business practices.

   

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

  

  Business response

  09/29/2023

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to Alinsco clients, claimants and ***** consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group ********. (Alinsco), as a managing general agent for the Alinsco Insurance Company.
  
  The claim has been resolved and Alinsco has provided all the information to the complainant through the handling of the claim.
  
  The complainant has also been advised that she may take her vehicle to the body shop of her choice to start the repairs in her damaged vehicle with the amount of the initial estimate and may follow the supplemental procedure detailed in the estimate if any additional repairs are needed.
  
  If the complainant has further questions, she may contact us at Alinscos ************************* at ************.

  Customer response

  10/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is MID.

   

   

  Moving on,
  
   
  
  ***********************

• Initial Complaint

  08/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went online and got a quote and paid this company. A few days later they send emails saying they raised my rates. Moments later they send a cancellation letter full of lies. I ask for a refund since they were not providing the service I paid for. Or honoring the contract I paid for in advance. They never replied and proved to me the company is a scam that just takes your money.

  

  Business response

  08/22/2023

  Alinsco Insurance is committed to providing understanding and resolution.  It is our sincere hope that the information provided affirms our commitment to our insureds. The following is submitted by Alinsco Insurance in response to your complaint.
  
  The complainant states he got a quote and paid for his insurance policy. The complainant further states that a few days later, he got an email notifying him that his insurance policy rate increased and received a cancellation letter. The complainant also states that Alinsco Insurance did not honor the contract he paid for in advance.
  
  ******************************* purchased online an Alinsco Insurance policy on 07/22/2023. The policy application was electronically signed and a down payment of $773.25 was received by Alinsco Insurance.
  This policy also included several discounts when it was purchased, including, but not limited to: 24 months prior insurance, Electronic Funds Transfer (EFT) discount and full disclosure discount.
  
  During the underwriting process, Mr. ********************* insurance policy discounts were removed since proof of prior insurance was not provided to Alinsco and an Accident At-Fault was found on Mr. ********************* clue record which was not disclosed on the initial application and therefore increased the policy premium. Both actions taken under Mr. ********************* insurance policy were notified by email notifications sent to the email address provided by the customer when the policy was bound as he elected for paperless notifications.
  
  On 07/27/2023, ******************************* was also notified through an email notification that his insurance policy was going to be cancelled as of 12:01 A.M. 08/07/2023 for Underwriting Reasons: unacceptable vehicle. Alinsco Insurance did not receive photos of all sides of the insured vehicle on Mr. ********************* policy.
  
  On 08/07/2023, Mr. ********************* insurance policy was cancelled prorated for Underwriting Reasons:unacceptable vehicle. After taking in consideration the policy dates of coverage (07/22/2023 to 08/07/2023), total policy premium, increase in premium due to the removal of discounts and the undisclosed at fault accident, fully earned and non-refundable fees, and the down payment amount. The policy balance after the pro-rata cancellation resulted in a credit of $156.28 which would be refunded to ********************************
  
  On 08/08/2023, Alinsco Insurance issued a refund check in the amount of $156.28 to ******************************* by **** to the address listed on the policy.
  
  If ******************************* has further questions,he may contact Alinsco **************** at ************.

  

  Business response

  08/22/2023

  Alinsco Insurance is committed to providing understanding and resolution.  It is our sincere hope that the information provided affirms our commitment to our insureds. The following is submitted by Alinsco Insurance in response to your complaint.
  
  The complainant states he got a quote and paid for his insurance policy. The complainant further states that a few days later, he got an email notifying him that his insurance policy rate increased and received a cancellation letter. The complainant also states that Alinsco Insurance did not honor the contract he paid for in advance.
  
  ******************************* purchased online an Alinsco Insurance policy on 07/22/2023. The policy application was electronically signed and a down payment of $773.25 was received by Alinsco Insurance.
  This policy also included several discounts when it was purchased, including, but not limited to: 24 months prior insurance, Electronic Funds Transfer (EFT) discount and full disclosure discount.
  
  During the underwriting process, Mr. ********************* insurance policy discounts were removed since proof of prior insurance was not provided to Alinsco and an Accident At-Fault was found on Mr. ********************* clue record which was not disclosed on the initial application and therefore increased the policy premium. Both actions taken under Mr. ********************* insurance policy were notified by email notifications sent to the email address provided by the customer when the policy was bound as he elected for paperless notifications.
  
  On 07/27/2023, ******************************* was also notified through an email notification that his insurance policy was going to be cancelled as of 12:01 A.M. 08/07/2023 for Underwriting Reasons: unacceptable vehicle. Alinsco Insurance did not receive photos of all sides of the insured vehicle on Mr. ********************* policy.
  
  On 08/07/2023, Mr. ********************* insurance policy was cancelled prorated for Underwriting Reasons:unacceptable vehicle. After taking in consideration the policy dates of coverage (07/22/2023 to 08/07/2023), total policy premium, increase in premium due to the removal of discounts and the undisclosed at fault accident, fully earned and non-refundable fees, and the down payment amount. The policy balance after the pro-rata cancellation resulted in a credit of $156.28 which would be refunded to ********************************
  
  On 08/08/2023, Alinsco Insurance issued a refund check in the amount of $156.28 to ******************************* by **** to the address listed on the policy.
  
  If ******************************* has further questions,he may contact Alinsco **************** at ************.

  Customer response

  08/23/2023

  Complaint: 20412663
  
  I am rejecting this response because: I put in the info about the wreck. I have had constant insurance over the last 20+ years. Your email stated a Lexus es 350 was not a valid vehicle to be insured. The refund amount sent is joke and you should honestly be ashamed to even reply. Your company are crooks and the reviews purely show it. The refund should of been over 500 for 2 weeks of insurance. 

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

  

  Business response

  09/07/2023

  Alinsco Insurance has provided a detailed response to *********************************** complaint and has nothing further to add.

  If ******************************* has further questions,he may contact Alinsco **************** at ************.

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi,I have been trying to correct Alinsco decision regarding my sons accident.My son had a car accident in April, 2023. Since April I have talked to several people at Alinsco to correct their decision regarding the accident and I have no luck.Accident took place at ********* parking lot in *******, ** where driver from Alinsco was going wrong way according to the picture attached. My car has the most damage and this insurance is refusing to pay 100% for their driver fault. Alinsco driver came out of the car exchanged his old car insurance (All State) with my son and left the accident.My son called the police and received a police report.After my son asked Alinsco driver for correct insurance information and received a text with Alinsco insurance.After this my son gave them his statement regarding the accident and Alinsco have tricked him to admit that he didnt signal or prevented the accident while their driver didnt do anything as well for this happen so their made their decision to pay 80% 20% for the repairs.My son is very good driver and always obeys traffic laws. Since April I have been trying to resolve this battle and this insurance wont correct their decision.Their top manager ************ wont return my calls. I left him 2 messages and he is never available.Before this I spoke with ******* on 5/8/2023 and he continues stating that my son is liable for 20% of the repair cost. ***** is the claim adjuster wont returns my calls as well.This is the worst auto insurance to deal with!!! Be aware of this insurance!

  

  Business response

  06/05/2023

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to Alinsco clients, claimants and ***** consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group ********.(Alinsco), as a managing general agent for the Alinsco Insurance Company.
  

  The review submitted is not from an Alinsco client. Even though this is not our client that we represent, we are pleased to provide an answer to the complaint from this party that has not made a purchase of our services.
  

  The claim was reported on 04/20/2023 with a date of loss of 4/17/2023.  Alinsco promptly obtained the complainants and insureds recorded statement on 4/21/2023. The third-party complainants photos were received.on 04/21/2023 from the damaged auto were written the same day.
  
  Coverage was accepted on 4/25/2023 and liability was placed at 80% Insured and 20%Claimant. The complainants payment was requested on 4/27/2023 and liability was explained to the complainant.
  
  On 4/28/2023 the third party complainants mother called in, she is who filed the BBB complaint, unhappy with the liability decision.  She was advised we agreed our insured was majority at fault but her son also did nothing to avoid the accident. On 5/4/2023 the third party complainant called back and asked to speak to a supervisor. A team lead took the call and once again explained the reasoning behind our liability decision.  On 5/8/2023 the third party complainant called once again and was explained the reasoning for our liability decision.
  
  On 5/12/2023 the third party complainant called again asking for the rental policy. This was explained as well. On 5/16 the third party complainant called once again and stated her son was considered a young driver and was unable to rent a vehicle. The claims manager spoke with her and agreed to pay her son weekly rental until the vehicle was repaired so they could find alternate transportation. During this conversation the third party complainant again asked about the liability decision. In an attempt to settle the claim, Alinsco reduced the amount of fault placed on the third party complainants son to 5%. 
  

  This matter has been paid and closed at this time with nothing further needed from Alinsco.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was involved in an accident on January 17th, 2023 with one of their policyholders who caused the accident. The woman received a ticket at the scene for illegally traveling in the median and even gave a verbal statement to the cops at the scene admitting she was doing so as a route to travel ahead of traffic. This was all documented in the crash report that I provided to Alinsco. It took weeks to hear back before ****** finally got back to me to confirm I was "not at fault." ***** told me "after contacting a few reputable collision centers in the area" the AVERAGE rates for repairs were "$68 for body and refinish, $120 for mechanical, and $45 for paint supply." I called over a dozen collision shops in town and the average for ********, ** was CLEARLY "$75 for body and refinish, $135 for mechanical, and $58 for paint supply." I called all of the shops and nothing was remotely close to their rates except ONE place in a town 45 minutes away. I took the car into this shop they submitted their supplemental to Alinsco and contacted them approximately 15 times before getting a callback. They declared my car a total loss and when I was FINALLY connected to ****** in total loss ****** he told me out of nowhere that I am suddenly "30% liable/at fault for the accident" and their policyholder is "70% liable/at fault." At this point I was fuming, because it has been 2 1/2 months since the initial accident and I have had no car for two weeks and I have been specifically taking notes AND recording phone calls, and I was NEVER made aware of these at-fault percentages until 2 1/2 months later and after totaling my car. I told Water that I got in touch with the Traffic Sergeant from the scene of the accident who filed the crash report and he agreed to "happily" give a verbal statement vouching for me not being liable for the accident. But here I am, still waiting to hear back about an update to "re-review" the crash report they received 2 1/2 months ago with un-returned calls.

  

  Business response

  04/10/2023

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to Alinsco clients, claimants, and ***** consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group ********.(Alinsco), as a managing general agent for the Alinsco Insurance Company.
  

  The review submitted is not from an Alinsco client. Even though this is not our client that we represent, we are pleased to provide an answer to the complaint from this party that has not made a purchase of our services.
  

  The third-party complainant states that Alinsco did not communicate with her throughout the claims process.She also states she was not informed she was found partially at fault for the loss.
  
  The claim was reported on 01/18/2023.  Alinsco promptly obtained the complainants recorded statement. The third-party complainants photos were received. on 01/23/2023 from the damaged auto.
  
  On 02/01/2023, Liability was accepted on the claim. On 02/02/20223 the third-party complainant was contact and advised of the liability decision. ****** was also explained at this time. The payment for the third-party complainants vehicle damages was requested 02/02/2023 as well.
  
  On 02/09/2023 the third-party complainant called Alinsco to advise her cat had eaten her repair check.  On 2/10/2023 Alinsco stop paid the initial check and re-requested the check on 2/13/2023.
  
  On 03/24/2023 Alinsco received a supplement from the third-party complainants shop of choice. The supplement was reviewed on the same day and sent back to the third-party complainants shop asking for a breakdown of the storage charges as the vehicle was being deemed a total loss based on the supplement.  The claim was transferred to the total loss team and the total loss representative contacted the third-party complainant on 3/28/2023 discussing the next steps with her. It was during this conversation the third-party complainant advised no one had told her of the comparative negligence on the file and she disagreed she was any percentage at fault for the loss.
  
  On 04/03/2023The officer called Alinsco,at the request of the third-party complainant who had arrived on scene after the loss. The officer stated the insured was traveling in the turn lane trying to find *************** around. The third-party complaint by her own admission was exiting a private drive and failed to yield the right of way to traffic already on the roadway.
  
  The liability decision remains unchanged, and the claim remains open awaiting acceptance of our offer or receipt of a subrogation demand as the third-party complainant has the right to claim with her own carrier should she not agree with our decision.
  

  
  

  Customer response

  04/20/2023

  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,
  
  ***********************************

  Customer response

  04/20/2023

  Alinsco/Empower Car Insurance has not resolved my complaint. They claimed Im 30% at fault for an accident that states on the crash report the other woman admitted to being at fault in quotes, was issued a citation, and pleaded guilty the traffic violation in court. When I asked why they said Im 30% at fault, they said it was because their clients conflicting statement said she was unable to talk to anyone at the scene of the accident because she does not speak English and that the crash report was a lie. However, I got in touch with the traffic sergeant who was at the scene and who wrote the crash report, and he called Alinsco/Empower and told them there was a translator called to the scene (which I had already told them about) and they most definitely received her statement. After he cleared up any confusion with them, vouching for my innocence, I spoke with *************************** the next day from their total loss department and he said they are still choosing to claim Im 30% at fault, despite all of the physical and verbal proof that states otherwise. I recorded these phone calls and documented my conversation with the traffic sergeant as well. Additionally, I have proof that Alinsco/Empower Car Insurance claimed the average repair rates for ********, ** were significantly lower than what they actually were because I called over a dozen collision shops and they all had the same averages (it even shows these statistics on LaborRateHero.com). Yet, ***** from Alinsco/Empower told me my information was false and when I asked where she was getting her information about rates in my hometown, she said she called a few reputable collision shops and gathered those averages. But she said it was classified when I asked if she could share with me which shops she called.

   

  This insurance company is entirely deceptive and scams people left and right. From what I am seeing, it appears they offer very low insurance rates for lower-class citizens, specifically those who cannot speak English proficiently, and then screws over people who file claims because one of their policyholders hit them. This is an ongoing trend and I truly think their license needs to be revoked at this point because theyve even changed their business name from Empower to Alinsco because of their bad reputation that they are continuing to do nothing to help improve. It took them THREE MONTHS to finally get to the point where they declared my car a total loss and then had the audacity to suddenly say Im 30% at fault I finally had to file a claim on my own insurance, but now I have to pay a $500 deductible and suffer a potential increase in my premium all because Alinsco/Empower Car Insurance didnt want to conduct business in a morally correct and efficient manner. :(

   

  - ***********************************

*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. ↩