Complaints

This profile includes complaints for Empower Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Empower Insurance

  6032 Lake Worth Blvd Lake Worth, TX 76135

  
• 

  Empower Insurance

  6030 Lake Worth Blvd Fort Worth, TX 76135-3706

  

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:06/20/2025

  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.

  Incident occurred 5/25/25 got into an accident with a person who had this insurance. They have been completely unprofessional with how they have handed everything and not transparent. Many other people have had the same complaints if you look at their ****** reviews many 1 star reviews. They insure people who dont even have valid Texas driver licenses.

  

  Business Response

  Date: 06/25/2025

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to ******* 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 ********. (Alinsco), as a managing general agent for the Alinsco Insurance Company.
  The complainant states that ******* has been unprofessional and not transparent.  The complainant further states that ******* insures drivers that do not have valid Texas drivers licenses.
  ******* will provide a timeline of events which affirms that the claim was handled promptly and properly. 
  The claim was reported to Alinsco on 5/27/2025.   The complainant was contacted the same business day, and a statement was immediately obtained.  The complainant was advised that photos of the vehicles and the insured statement was needed to complete the investigation.
  Alinsco made attempts the same date to contact the insured driver to confirm the facts of loss with no response.
  The insured responded to Alinsco on 6/4/2025 and provided a statement. The following business day, the insured submitted scene photos from the accident.
  Based on the available information, ******* determined that it was unable to find the insured liable for the accident due to conflicting facts of loss with no independent verification of the loss facts.
  The complainant was advised of the denial both verbally and in writing.  The complainant was further advised that the denial was conditional and if there was any other available evidence he would like to submit, Alinsco would review the decision.
  The complainant has disputed the denial indicating that the points of impact support his position.  Alinsco has explained to the complainant the fact that and the reason why the points of impact alone were not sufficient to confirm either version of events.  The complainant has submitted no further evidence to confirm the loss facts at this time.
  Please note that there is no law which prohibits unlicensed drivers from purchasing insurance in the State of Texas.  ******* believes that it is in the public interest for all drivers to maintain financial responsibility, whether licensed or not.
  The claim remains properly denied and closed with no further action needed from Alinsco at this time. 

• Initial Complaint

  Date:06/19/2025

  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.

  Who is now running the business? Texas Department of Insurance and the Texas Comptroller Shows the business licenses as still active in ***** ***** ******* III name more than a year after his death. Phones calls/questions to the business to find the executor of the estate or their legal representative go unanswered. Legitimate Insurance claims are delayed and go unpaid or denied without explanation. Lawsuit has been filed against Alinsco Insurance and their client who is responsible for property damage, but unable to serve ******* without knowing legal representative. Company has a 1-star rating with multiple complaints and common theme of not paying on legitimate insurance claims.

  Customer Answer

  Date: 06/20/2025

  Please see attachments/supporting documents. Please let me know you you more information.

  Sincerely,

  ***** ***

  Ph: ************

  Email: *****************************

   

   

  

  Business Response

  Date: 06/25/2025

  The following is submitted by the Alinsco Insurance Company in response to your letter. The information herein is provided by Alinsco Insurance Group ********. (Alinsco), as a managing general agent for the Alinsco Insurance Company.
  The complainant states that they are unable to locate the legal representative of Alinsco Insurance Company to properly serve suit in regard to a claim. Further, the complainant states that ******* has failed to respond to a legitimate claim. 
  Alinsco will provide a timeline of events which supports that ******* has responded to all inquiries from the complainant and
  The claim was reported to Alinsco on 6/12/2023 by a third-party claimant involved in the accident.  Alinsco completed a prompt and thorough investigation which indicated that the third-party claimant was the proximate cause of the loss as supported by the statements from the drivers involved, the Police Accident Report as well as scene and damage photos.
  On 8/7/2023, Alinsco received a letter forwarded from our insureds attorney representative that indicated that a claim was being made for damage to a wall resulting from this accident.  Alinsco immediately reviewed the available information and responded sending a liability denial letter to the attorney from whom the letter was sent.
  Note that the complainant alleges in a letter attached to the complaint that ******* advised a board of directors that continued pursuit would cost more in attorney fees than the initial claim.  There is no indication in the file that anyone at ******* spoke with the complainant nor any other member of the ************************ as the demand received was from an attorney so the response to the demand was directed to the attorney.
  Alinsco received no contact from the complainant nor the attorney in response to the denial.
  On 4/23/2025, Alinsco received a second letter from the same attorney. Alinsco again immediately responded with a denial letter advising that the insured was not the proximate cause of the loss.
  The complainant contacted Alinsco on 6/11/2025 requesting a status of the claim. ******* advised that liability was denied on the claim.  The complainant did request Alinscos address and was provided with the proper mailing address.
  In response to the complaint submission, ******* has contacted the complainant and again advised that the claim was denied and that the third-party claimant was determined to be at-fault.  Alinsco further clarified the physical address of the company for the complainants records.
  The claim remains closed and denied for liability at this time. 

• Initial Complaint

  Date:06/17/2025

  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. May ****** my vehicle was involved in a hit and run there was a witness that saw it and left a note on my window, which was the maintenance man at my apartment complex, so l called 911, when officer arrived the maintenance guy came forward and admitted to hitting my vehicle. He gave me his Insurance information. I called his Insurance Company was told to send pictures to ****** ******************** and I did on May 7, 2025 @11:37 am the next time I heard from the Insurance Company was May 12, 2025 stated that they have no claim in my name or have talked to the customer about the accident, after that they sent me a email on May ******* with an estimate for repairs also they sent me a check for repairs and rental car. I called them to discuss the cost of a rental car now days was $44 to $45 they said that I can rent a vehicle and they would reimburse me I do not have money like that I repeatedly told them that you cannot rent a vehicle for $20 a day they told me that when I put my vehicle in the shop based on how many days it would be there to call them back, so when I called back they said that I agreed on a settlement of the amount they sent me was $20 a day for a rental I argued with them about the conversation I had with them they still disagreed. I told them I had someone to rent me a vehicle so I could go to work, they asked me to send the rental agreement to them, so I did but not heard back from them. I went to pick my vehicle up from shop I was told that the Insurance Company has not replied to the additional cost for repairs that was June 12, 2025 so I contacted them to let them know and have to send another copy of repairs from body shop, now I have to wait more days to receive my vehicle. My vehicle has been in the shop since June 2, 2025 . I still have no vehicle to go to work. I believe Im initialed to be compensated for the wait time and lost of pay from not being able to work also I have doctors appointments for my cancer that I had to cancel

  

  Business Response

  Date: 06/25/2025

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to ******* 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 ********. (Alinsco), as a managing general agent for the Alinsco Insurance Company.
  The third-party complainant is stating repairs to her vehicle are being delayed by Alinsco. The third- party complainant is also stating her loss of use payment is not sufficient.
  ******* will provide a timeline of events which affirms that the claim has been handled properly and promptly.
  On 05/07/2025, The complainant filed a claim with *******.
  The same day, the photos of the complainants vehicle were received and Alinsco completed the estimate for the repairs of the complainant's vehicle.
  On 05/08/2025, ******* contacted the insured, but the call was unsuccessful, and the voicemail was not set up.
  On 05/12/2025, ******* contacted the complainant and obtained a recorded statement. Alinsco contacted the insured and got their recorded statement.
  On 05/15/2025, The complainant contacted Alinsco for an updated and was advised that the claim was under investigation.
  On 05/19/2025, Alinsco completed the investigation, and liability was accepted.
  On 05/21/2025, ******* contacted the complainant to inform her of the resolution of the claim and explained the supplement process, the address was confirmed to send the check for repairs of the complainants vehicle. The complainant asked for a rental and was advised ******* works on a reimbursement basis and the complainant mentioned she cannot afford that. ******* offered loss of use and advised it is only one time payment and is for $20 per day and the complainant agreed.
  Further that day, ******* requested payment for the repairs of the complainants vehicle and a check for loss of use to be mailed to the complainants mailing address.
  On 06/02/2025, the complainants repair shop contacted ******* to request a copy of the estimate and was sent to the email address provided.
  On 06/05/2025, ******* received the rental agreement.
  On 06/12/2025, The complainant contacted Alinsco to review the payments sent to the repair shop and the information was provided.
  On 06/14/2025, Alinsco received a supplement and photos of the complainants vehicle.
  On 06/16/2025, ******* reviewed and sent the approved supplement to the complainants repair shop.
  On 06/17/2025, ******* issued the payment for the repairs of the complainants vehicle.
  On the same day, the complainants repair shop contacted ******* to verify the supplement approval,and the payment information was provided.
  As of now, there is no further action needed from *******. If Mrs. ****** has any further questions, she may contact ************************** at ************.
  

  Customer Answer

  Date: 06/25/2025

  Complaint: 23465765
  
  I am rejecting this response because:
  I spoke with someone as was told to call back after my vehicle was put in body shop to let them know how long my vehicle would be in shop. Alinsco did not agree with what l said, they said whoever l spoke with did not put that in her notes. Regardless of me as if l wasnt being truthful. I expressed over and over again that $20 would not cover a rental for 3 weeks. I lost works pay because of not having a vehicle
  Regards,
  
  ****** ******

  

  Business Response

  Date: 06/30/2025

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to ******* 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 ********. (Alinsco), as a managing general agent for the Alinsco Insurance Company.
  In the prior response, Alinsco provided a timeline which affirmed that the claim was handled promptly and properly.   The third-party complainant has submitted a second review indicating that the amount provided for rental was not sufficient. 
  ******* will provide an additional timeline of events which further affirms that the claim was handled promptly and properly with settlement agreement for Loss of Use with the complainant. 
  As stated in the prior response,Alinsco contacted the complainant on 5/21/2025 regarding payment of the claim.  When Alinsco advised of the rental reimbursement process, the complainant indicated that she disagreed with this policy and would not rent a vehicle to be reimbursed.  Therefore, ******* offered the complainant a Loss of Use settlement based on the estimated repair time.  The complainant accepted this offer.  Payment was issued both for the repairs and for the agreed Loss of Use settlement the same date.
  A copy of the estimate was requested by the complainants chosen repairer on 6/2/2025 and the estimate was sent the same date.
  A supplemental repair request was not received from the complainants chosen repairer until 6/14/2025.  ******* immediately reviewed and approved the supplement on the following business day. Payment was immediately issued the same date.
  Please note that based on the complainants own chosen repairers estimate, the repair time was 5 days.******* approved Loss of Use settlement for 12 days to allow time for reasonable delays.   Any further delay in the repair to the vehicle was the result of the complainants chosen repairers failure to submit a timely supplement.
  The complainant did submit a rental invoice indicating a vehicle was rented for 4 days.  Based on the invoice submitted, Alinscos Loss of Use settlement exceeded the amount the complainant was charged for a rental.
  The claim remains paid and closed with no further action needed from *******.
  
  

• Initial Complaint

  Date:06/16/2025

  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 6/4/25 i paid $*****0 to ***** website for Alinsco Auto insurance . ON 6/6/25 The underwriter department found an accident on my records that was dated 1/3/2023. I was quoted ***** then it went up to $513 because of the accident that was not my fault. On 6/7/2025 I cancelled the policy because of the $513 per month. They never told me about a cancellation fees or prorated fees when i signed up on the ***** webpage. They took $175.68 because of prorated amount of $68 and a cancellation fee of $108. I was quoted $253 per month at the signing of the contract and the charged me the underwriter quote instead of the initial quote when i ended the policy. The policy hasnt been in effect 72 hours and they kept over half of my money. I have talked with several people at the company phone number and no one is understanding where i am coming from . I should have been told about the cancellation fees or prorated amount if the underwriting team found something on my driving record. Ive emailed and called and talk to several people at that company and havent gotten a positive response yet. If there was a prorated amount it should have been assessed from the first quote not the underwriter. There also should be a ***** period since the policy was paid on the 4th of June.

  

  Business Response

  Date: 06/26/2025

  Empower 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 Empower Insurance MGA in response to your complaint.
  
  
  Ms. ******* ******* states that on 6/04/2025 she paid $306.90 to purchase a policy through the ***** website to buy an online auto insurance policy. Ms. ******* further states that Alinscos underwriting department found an accident on her driving record that caused her insurance to go up to $513. Therefore, Ms. ******* says she canceled her policy on 6/07/2025 which was less than 72 hours after purchasing the policy and ******* kept over half her money. Ms. ******* states that she was never told about cancellation fees or pro-rated fees when she signed up on the Zebra webpage.
  Ms. ******* purchased online an insurance policy on 6/02/2025 to be effective on 6/03/2025 through ***** website related to the independent sales agency Ensurify Insurance Agency. Alinsco insurance received an electronically signed application from Ms. ******* ******* and a down payment in the amount of $301.90 for her policy. This policy was purchased with several discounts including, but not limited to 24 months prior insurance,homeowner discount, preferred driver discount, *** electronic funds transfer discount and full disclosure discount.
  On 6/06/2025, during the underwriting process Alinsco Insurance underwriting department discovered an accident for Ms. ******* ******* on her claims history report which was not disclosed on the application. On the application, Ms. ******* ******* certified that she had no claims nor violations during the 36-month period immediately preceding the date of the application. The policy premium increased due to discovery of the undisclosed accident during the underwriting process, plus the preferred driver, the full disclosure discount and the *** discount were removed.
  On 6/07/2025, Ms. ******* ******* canceled her Alinsco auto policy online effective on the same day. ******************** policy was canceled pro-rata which takes into consideration, the dates of coverage, policy premium, any increase in premium due to endorsements, fully earned and non-refundable fees. After processing the pro-rata cancellation, ******************** policy had a credit for $131.12 and Alinsco insurance issued a refund check sent by **** mail to the address provided on the insurance application. Alinsco Insurance does not charge a cancellation fee when an insured cancels a policy.
  If Ms. ******* ******* would like to receive a full refund for the cancellation of her policy, she needs to contact Alinsco Insurance customer service department at ************ to discuss options for canceling her policy flat or void.

• Initial Complaint

  Date:06/02/2025

  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.

  Complaint Summary Against Alinsco Managing General Agency / Empower Insurance Incident Date: May 22, 2025 Your Name: *********************************: Alinsco Managing General Agency (Parent Company: Empower Insurance)Location of Incident: ****************************, ** Contact Info:Phone: ************ Email: ****************** Claim Number: ****** Summary:On May 22, 2025, I was the victim of a collision while parked at *************** in ***********, *****. Another driver reversed into my vehicle and admitted fault on videoboth to me and to the responding police officerstating he backed up too quickly after seeing a vehicle approaching him. A police report was filed, and there is clear video evidence supporting my lack of fault.Despite this, Alinsco Managing General Agency (under Empower Insurance) has failed to resolve my claim in a timely or professional manner. The response has been extremely slow and disorganized. Ive had to follow up repeatedly, and customer service has been dismissive and rude.This was a relatively minor accident, but if the damage had been more severe and I couldnt drive my vehicle, I would have been left without transportation while waiting indefinitely for them to acteven with a police report and video clearly showing I was not at fault.I recently purchased this 2022 ***** ES 350 F SPORT in March and was planning to trade it in for a 2025 model, for which Ive already paid a deposit. This accident, though resulting in mostly cosmetic damage (scratched paint and a scratched headlight), now negatively affects my trade-in value.I am demanding $10,000 or a payout based on the diminished value of the vehicle, as calculated by the difference between ** ****** clean retail estimate and the rough trade-in value. If this matter is not resolved appropriately, I will pursue further and continue filing complaints with regulatory agencies to hold Empower Insurance and ******* accountable.

  

  Business Response

  Date: 06/04/2025

  The following is submitted by the Alinsco Insurance Company in response to your letter. The information herein is provided by Alinsco Insurance Group *********(Alinsco), as a managing general agent for the Alinsco Insurance Company.
  The claim was reported to Alinsco on 5/23/2025.  At the time of the report of the claim, Alinsco sent out a Photo Application through which the complainant could submit photos of his damaged auto.
  The complainant immediately contacted ******** complaint department and sent an e-mail to demand $10,000 for the diminution in value of his vehicle.
  On 05/23/2025, A ***************** Information Exchange Form was provided by the complainant.
  The complainants photos were received on the same date and an estimate was immediately completed.
  The complainant was contacted the following business day, and a statement was obtained. The complainant was advised that final coverage and liability were pending a statement from the insured to verify the loss facts. 
  On 05/24/2025, ******* immediately attempted to contact the insured.
  The insured returned contact on 5/30/2025 and provided his recorded statement.
  The following business day,coverage and liability were reviewed and accepted, and payment was requested.  Payment was approved and mailed on 6/4/2025.
  The complainant was contacted at the time of the payment request and advised of the repair and rental process.  The complainant was advised that a diminution of value claim would not apply until the vehicle repairs were completed.
  The conclusion of the claim is pending the complainants confirmation of the completion of the repairs and submission of the rental invoice. 
  Alinsco promptly issued payment for the repair to the complainants vehicle and is pending confirmation that repairs are completed to address any claimed diminution of value.
  The investigation was completed and payment requested within 7 business days of the report of the claim.  

  Customer Answer

  Date: 06/20/2025

  Complaint: 23401848
  
  I am rejecting this response because:

  To Empower Insurance / Alinsco Insurance,
  
  Please consider this my formal response and rejection of your current handling of my claim.

  While you have issued a partial payment of $503, it is clear this amount does not accurately reflect the full repair costs. Select One Collision is currently unable to proceed with the necessary repairs because they are still waiting on your approval for the supplement payment. Your slow response time is unacceptable and is causing serious disruption, as I am still without my vehicle.
  
  Ive made every effort to be cooperativeincluding not requesting a rental car reimbursementbut the continued delay is becoming increasingly burdensome. I am working within a strict personal deadline, as I intend to trade in my current vehicle within the next month once my custom 2025 arrives. These delays could potentially interfere with that plan and negatively impact my trade-in value.
  
  In addition, I have not received any follow-up regarding my diminished value claim, which also needs to be processed promptly.
  
  Please expedite the supplement approval and provide a clear update on the diminished value claim immediately. This situation has dragged on long enough and needs to be resolved.
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 06/25/2025

  The following is submitted by the Alinsco Insurance Company in response to your letter. The information herein is provided by Alinsco Insurance Group ********. (Alinsco), as a managing general agent for the Alinsco Insurance Company.
  ******* has previously responded providing a detailed timeline of the claim which affirmed the prompt and proper handling of the complainants claim.  The complainant has submitted a secondary complaint indicating that supplemental damage requests from his shop have not been handled timely.  Further, the complainant claims that ******* has not addressed his alleged diminution of value claim.
  ******* will provide an additional timeline further affirming the prompt handling of the complainants shops supplemental requests as well as the diminution of value claim.  
  As per the prior response,******* issued payment for the complainants vehicle repairs on 6/4/2025 at which time the complainant was contacted and advised of the supplement handling process.
  A supplement was received from the complainants chosen repairer on 6/11/2025. ******* reviewed and approved the supplement the same date and provided the approval to the repairer via e-mail.
  The repairer responded regarding the approved rates.  Alinsco immediately responded to discuss the rates requested and attempted to come to an agreed rate. 
  A response was received from the repairer on 6/19/2025 with an agreed rate approval.  ******* responded within one business day confirming approval of the requested rates. The repairer was again contacted and advised of the approval and advised that parts invoices would be needed for final payment.
  The requested invoices were received on 6/23/2025.  ******* reviewed the same date and payment was immediately issued.  The repairer was contacted and advised of the payment and a copy was sent to the repairer to assist in facilitating the release of the vehicle from the repairer.
  The complainants diminution of value claim was reviewed on 6/25/2025. In review, the vehicle was repaired using quality replacement parts and there was no structural damage resulting from this accident.  That being the case, there was no diminution of value of the vehicle as the vehicle was restored to pre-accident condition and in some cases, even better condition because of newer parts now on the vehicle.  Therefore, the claim for diminution of value was denied.
  The complainant was advised of the denial both verbally and in writing. The complainant does dispute the denial. ******* has advised the complainant that once the vehicle has been traded, he may submit any documentation that confirms that the pre-accident offer was reduced due to the accident.
  At this time, the claim is paid and closed with no further action needed from Alinsco. 

  Customer Answer

  Date: 06/26/2025

  Complaint: 23401848
  
  I am rejecting this response because:

  To Whom It May Concern,
  
  
  I am formally rejecting Alinsco Insurances response regarding my diminished value claim. Their proposal to only address the claim after I trade in my vehicle and provide proof is unacceptable and completely inappropriate. The diminished value must be assessed and addressed before the trade-in occurs delaying it defeats the entire purpose of the claim.
  
  
  Ive filed diminished value claims in the past with other insurance providers, and I have never experienced such a dismissive and unprofessional process. This situation is only made worse by the conduct of ******* and *******, who have both been consistently rude, unhelpful, and unprofessional in their communications with me. Their behavior reflects poorly on the company and contributes to ******** low ratings on ****** which, based on my experience, are well deserved.
  
  
  I will continue to follow up and escalate this matter until Alinsco does what is right and processes this claim in a timely and appropriate manner. I am not backing down.
  
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:05/13/2025

  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.

  Paid for insurance on auto first payment was ****** on 4/13/2025 and I canceled insurance on 4/18/2025 and was given back only 80 that is 172 dollars for coverage for 5 days? Not sure how that was pro-rated but seems more than it should have been.

  

  Business Response

  Date: 05/19/2025

  Empower 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 Empower Insurance MGA in response to your complaint.
  
  *** ****** **** states that he paid $252.00 on 04/13/2025 and cancelled the policy on 04/18/2025 and was given back only a refund of $80.00 questioning that $172 dollars were used for 5 days of coverage.
  
  *** ****** **** purchased an Empower Insurance policy through his independent sales agent, Ensurify Insurance Agency, on 04/13/2025 to be effective on 04/14/2025.The policy was purchased with a discount for *** **** having 24 months of prior insurance, homeowner discount and automatic payments discount. The application was signed and a down payment of $245.75 was received by Empower Insurance.
  
  During the underwriting process and after assessing the risk, Empower Insurance underwriting department had to remove the 24-month prior insurance discount and the homeowner discount. Both *** ****** **** and the independent agent,Ensurify Insurance were sent a notice advising them to submit proof that ******* had 24 months prior insurance and proof that he owns the property listed on the application as his garaging address.   
  On 04/18/2025 *** **** reached out to Alinsco, inquiring about the notification he received and the increase in the policy premium for losing the discounts. ******* clarified that the discounts had been removed,making the premium higher than what he was initially quoted. *** **** responded that he would be cancelling the policy and requested Alinsco send him a cancellation form to his email address. The signed cancellation request was received, and the policy was cancelled on 04/18/2025. The cancellation is Pro-rated taking into consideration the policy premium, dates of coverage, increase in premium for losing the discounts, fully earned and non-refundable fees and the down payment made by *** ***** The refund check is for $80.22 and was mailed by **** on 04/28/2025 to *** **** address listed on his insurance policy.
  *** **** may submit proof of prior insurance for 24 months,ID Cards, Declaration Page, or letter of experience in his name are acceptable proof and property tax statement, homeowners insurance policy, or deed for proof he is a homeowner. Once Empower receives the proof of discounts we may adjust the pro-rata cancellation and issue any additional refund to *** *****Please submit documents to *************************

  Customer Answer

  Date: 05/22/2025

  Complaint: 23222749
  
  I am rejecting this response because: I don't believe 5 days of coverage is 165 dollars if that's the case the other 25 days is not  valued at 80 dollars. The refund I got. I understand the discounts but i can't get the documents from insurance i was with I threw away the documents I had due to I traded in car. I just need explanation why I was charged 165 for 5 days of coverage. And more refund if possible. 
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:03/26/2025

  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.

  One of Alinscos (formerly Empower) policyholders rear-ended me. I initially had to wait just to upload photos of the damage because no one was reportedly in the office. After submitting the photos, I waited for an estimate though Im unsure how they accurately assessed the damage from photos alone, especially since the damage is more extensive than it appears.They mentioned they dont have any preferred body shops, so Im unsure where the initial estimate came from. When I asked for the estimate to be emailed, they said Id receive it by the end of the day but since then, theyve gone completely silent. No calls are being returned, and the agent assigned to my claim seems non-existent. The only way Ive managed to get anyone on the phone is by calling repeatedly, sometimes more than five times in a row.Claim number ******

  

  Business Response

  Date: 03/31/2025

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to ******* 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 ********. (Alinsco), as a managing general agent for the Alinsco Insurance Company.

  The complainant states that his vehicle got rear ended by the insured. The complainant further states that ******* has failed to communicate during the claims process.

  Alinsco will provide a timeline of events which affirms that the claim has been handled properly and promptly.

  The claim was filed by the complainant on 03/21/2025. Later that day, Alinsco received photos from the complainant of the vehicle and promptly completed an estimate for the initial repairs.
  On the following day, Alinsco contacted both the insured and the complainant and obtained their recorded statement.

  On 03/25/2025, the liability decision was determined.

  Later that day, the complainant contacted Alinsco following up with his claim. ******* advised the complainant of the liability acceptance, the payment information and the supplement process.  During the same call, the complainant asked for a rental vehicle. ******* advised the complainant of the rental reimbursement process, and a rental invoice is needed to proceed.

  On 03/26/2025, ******* contacted the complainant following up with his claim. ******* advised again that liability was accepted and of the payment for the initial repairs and the supplement process.

  On 37/2025, ******* received an email from the complainant regarding his decision to proceed with his own carrier. Alinsco contacted the complainant following up with the email received. ******* advised the complainant of the cancellation for the initial check for repairs, and that we will wait for the other carrier contact us.

  The claim is open pending to receipt the documentation to review of the complainant insurance carrier. As of now,there is no further action needed from *******. If Mr. ****** has any further questions, she may contact ************************** at ************ 

• Initial Complaint

  Date:03/20/2025

  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.

  Alinsco Insurance Company is a carrier I do business with. They had a computer issue where their system didn't rate properly and cancelled one of my insured's policies - due to their error - and didn't even send out any information to the insured about why they were cancelling the policy. This is a Very Harmful way to do business - they cancelled a policy with no cause other than an error on their part leaving a customer without ********************** and with a gap in coverage - They need to be reviewed as this is poor business behavior and now I have to contact the insured about Their ERROR!

  

  Business Response

  Date: 03/26/2025

  Empower Insurance 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 MGA in response to your complaint.
  
  The complainant, Ms. ***** ******* advises she does business with our company but is not providing any specific policy# or insured information on her complaint. Ms. ******* states that the company cancelled one of her policies due to a system issue and didnt send any information to the insured, leaving the customer without **********************.
  
  Since we have no specific policy nor insured information to review specifics, Empower is unable to provide a response to this complaint. However, we will contact ****** ******* Insurance Agency directly to see if we may get more detailed information. 

   

  Customer Answer

  Date: 03/27/2025

  Complaint: 23087472
  
  I am rejecting this response because: I wasn't trying to give out Personal Information from our Insureds * so Now I will * When I filed this compliant it was because of ***** ******* Policy * the letter states Underwriting reason * pictures were not received * when in fact they were * and after a chat with a rep * was advised it was the Underwriting Reason * not the pictures * 

   

  SINCE the complaint * I have yet ANOTHER POLICY CANCELLED FOR UNDERWRITING REASONS * ******* ******** * was advised again * that there was an ERROR on ALINSCO's END that caused all of these policies to CANCEL! * So NOW our customers have GAPS in their Coverage! Unprofessional to say the least! They should have their Rating DROPPED * No respectable agent would do business with them!
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 04/17/2025

  Additional Response due to Rejection:
  
  Additional response to ****************** complaint.
  The complainant has provided the original complaint policy information plus a second policy. Since the agent refers to being concerned about having customers personal information, we will provide a response and then contact the agent to discuss in full detail.
  
  Regarding **************** policy,the policy was in force and coverage was provided from 2/21/2025 to 3/10/2021.******* did send a legal notice of cancellation to the insured on 2/27/2025 in accordance with the Texas Insurance Code Chapter 551. The notice was sent to Mr. ****** email address electronically and by **** mail to the address provided on his insurance application.
  
  Regarding ********************* policy,the policy was in force and coverage was provided from 1/27/2025 to 3/25/2025. ******* did send a legal notice of cancellation to the insured on 3/13/2025 in accordance with the Texas Insurance Code Chapter 551. The notice was sent to Mr. ******** by **** mail to the address provided on his insurance application.
  
  If Ms. ***** ******* has any further comments or concerns, she may contact Alinsco underwriting department by calling ************. ******* will have one of our representatives call her to discuss any additional concerns. 

• Initial Complaint

  Date:03/17/2025

  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.

  I purchased auto insurance and just received a text my policy would end on the 25th of March when it just started on March 5th. I called the company and was told I was too much of a risk. And only want to refund $200 back. They took my money knowing they were going to cancel me. I want a full refund. Also the *** I was talking to hung up on me because she could answer my questions. Said I cant speak to a supervisor and there is no corporate number.

  

  Business Response

  Date: 03/26/2025

  Empower 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 Empower Insurance MGA in response to your complaint.
  
  Mr. ***** states that he purchased auto insurance on 03/05/2025 and just received a text that his policy will end on 03/25/2025. Mr. ***** states that Empower only wants to refund him $200.00 back and that he feels we took his money knowing that his policy would be ***********. ***** advises he would like a full refund and would like us to know that the *** he spoke to couldnt answer his questions.
  
  Mr. ***** ***** purchased an Empower Insurance policy through his independent sales agent, A-MAX Auto Insurance, on 02/28/2025 to be effective on 03/05/2025. The policy application was electronically signed and a down payment of $608.75 was received by Empower Insurance.
  
  During the underwriting process and after assessing the risk, Empower Insurance underwriting department decided to issue cancellation for underwriting reasons for Mr. ***** ***** policy. The cancellation notice was issued/sent to Mr. ***** on 3/13/2025 by electronic and by **** mail, advising Mr. ***** that his policy would cancel effective 3/25/2025 at 12:01am and to avoid a lapse in coverage to contact his agent.Cancellation was issued according to Texas Insurance Code Chapter 551.
  
  Mr. *****s policy was in force from 03/5/2025 to 03/25/2025 and cancellation was pro-rata. Empower received a down payment for $608.75 and on this complaint, Mr. ***** is disputing $666. If Mr. ***** paid any amount over the $608.75 received by Empower, Mr. ***** needs to discuss with his independent agent if there was an agency fee included when he purchased his policy. Regarding, Mr ***** request for full refund, he may contact Empower Insurance **************** at ************ for options.

• Initial Complaint

  Date:12/09/2024

  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.

  One of Alinsco (formerly Empower) policy holders rear ended me. After trading insurance information, I contacted ******* to start a claim. I submitted photos online then never heard from anyone. FINALLY, after reaching out multiple times, I was contacted by ********* ********* my estimator, to give me a claim number (******) I took my car to Auto Nation to be repaired - left my vehicle at the body shop on Wednesday, November 27. ***********'s body shop contact, ****, tried to reach out to ********* to get their estimate approved that following Saturday - no answer. Since then, NO ONE from Alinsco has reached out to **** and my car has been sitting, untouched on the repair lot. Almost TWO WEEKS later. I have left multiple voicemails for ********* AND the claims department with ******* and have yet to receive a call back. Every time I call, no one answers the phone. I need someone to call **** and approve the estimate AS SOON AS POSSIBLE as this is now impacting my work. If this continues, I will seek further financial support from ******* on top of repair costs.

  

  Business Response

  Date: 12/11/2024

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to ******* 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 ********. (Alinsco), as a managing general agent for the Alinsco Insurance Company.

  
  The complainant states that his vehicle got rear ended by the insured. The complainant further states that ******* advised her that she can move the complainants damaged vehicle to the body shop of her choice. The complainant also states that Alinsco has been dismissive with the calls from the repairer, and no one has reached out to them.
  
  ******* will provide a timeline of events which affirms that the claim has been handled properly and promptly.
  
  The claim was filed by the complainant on 10/15/2024, Alinsco received photos from the complainant vehicle and promptly completed an estimate for the initial repairs.
  
  Alinsco contacted the insured following up with the pending recorded statement to continue with the investigation,during this call the statement was obtained. Later this day, Alinsco contacted the complainant and obtained her recorded statement.

  
  On 10/16/2024, the liability decision was determined.

  
  On 10/17/2024 Alinsco issued payment based on the repair estimate, the payment for the initial repairs was sent to the complainants address.

  
  On 10/30/2024, the complainant sent an email to ******* stating she has questions in regards to the next steps. Alinsco contacted the complainant following up on the email to go over the next steps.  

  
  On 11/06/2024, the complainant sent an email asking for a rental code for a rental car. Later this day, Alinsco contacted the complainant to advise of the need for a paid a rental invoice.

  
  On 12/05/2024, the complainant sent an email to ******* asking the status of the claim.

  
  On 12/10/2024, Alinsco contacted the complainant body shop following up with the email received, several attempts were made, the calls were unsuccessful, but a detailed voicemail was left.

  
  The claim is closed pending receipt of the documentation to review the complainants supplement or rental invoice. As of now, there is no further action needed from *******. If Ms. ***** has any further questions, she may contact ************************** at ************